Reconciling assholes for nearly a decade.

Trillian Fucking Sucks.

Just reinstalled Windows, and when I tried to reinstall Trillian, it wouldn't take my password.

I thought maybe I changed my email address or my password or something, so I emailed customer support, and they mailed me back my username & password (kept unprotected in their database, I might add).

Tried it again, still didn't work, I got the same error that the login had expired. I wrote them back asking whether or not they were sure this was the most current login information.

I got a response back that since I paid over a year ago, I'm not entitled to the most current release - and "You can upgrade for as little as $5.00. For that you will get 1/5 of a year (73 days) to upgrade your copy and get tech support."

But the version I'm trying to install I dowloaded over a year ago in March. It worked then, but won't work now.

Fucking morons.

I wrote back telling them they're idiots and they need to get their act together.
Permalink MarkTAW 
January 17th, 2006
I had a similiar experience with StarDock, whose $49.95 license is supposed to entitle you to the current version + 1 year worth of upgrades, after which you can keep the software you've got "forever".

Well, what they don't mention is that StarDock Central doesn't save the installers locally (mine didn't, anyway), so if you have to reinstall the software you're fucked.
Permalink Generic Error 
January 17th, 2006
"Hi, we know you like our software because you bought. What you don't know is that you'll have to buy it every time you try to install it again for the rest of your life."

I'm tempted to go find a cracked version on principle. I paid for the damn thing, they told me I could use it for life, I should be able to use it for life.
Permalink MarkTAW 
January 17th, 2006
I just use the free Trillian client. Works fine.

Oh you mean you're supposed to register it?
Permalink Generic Error 
January 17th, 2006
Yeah, what functionality do you want that the free client doesn't offer?
Permalink Flasher T 
January 17th, 2006
Back in the day, if you had, for example, two YAHOO! IDs and tried to log in to both in Trillian Basic, it would try to merge all the ID's, and any of your contacts with ID "A" would get "Do you want to accept ID "B" as a friend?" and v.v.

So all your, say, work contacts and friend contacts would merge.

The Pro version had the ability to partition off your separate IDs so this wouldn't happen.

I think now, I don't know if it's the pro version only or if basic does this too, but you don't need to partition them off aymore, they're kept separate even if both are in the same partition, but that might even be an upgrade beyond what I have a license for. Who knows. I paid for 3.x, I should have a license for 3.x period.
Permalink MarkTAW 
January 17th, 2006
Well I agree that you should have a license for 3.x forever but they don't have an obligation to support 3.x forever. Yahoo, AOL, etc actively keep updating their protocols and old versions of Trillian are bound to break eventually.
Permalink Generic Error 
January 17th, 2006
They release patches within a day or so. I think earlier for registered users than for the basic version, but now that they're both running off of the same code base, it might be at the same time.

I may not get patches once they release 4.x, though.
Permalink MarkTAW 
January 17th, 2006
OH

Are they trying to charge you an upgrade fee for a point release of 3.x?

Because that's bollocks.
Permalink Generic Error 
January 17th, 2006
I'm trying to install a version of Trillian that I downloaded in March of 2005. I don't know what version they're claiming I purchased, but I was running this one just fine previously. I do wonder if I could install whatever version they think I purchased and just keep running the upgrade installers until I get back to this one.
Permalink MarkTAW 
January 17th, 2006
From your account of their email, it sounds like they want you to rent the software on an annual basis. Ask them if that's the case.
Permalink Generic Error 
January 17th, 2006
If you paid over a year ago, you will need to renew to enable the
current release of Trillian Pro.

As stated in the original purchase information, you get one full year
of upgrades and tech support with your purchase. We will issue patches
if they are needed for older versions so you can continue using them
forever if you choose. You can download older versions of Trillian if
you log into the website and go to the Support->Download Archives
section.

You can upgrade for as little as $5.00. For that you will get 1/5 of a
year (73 days) to upgrade your copy and get tech support. After that
time you will be able to continue using Trillian Pro and never pay
again. If you choose to extend your membership, you can go to the
website and go through the purchase page. Make sure that you use the
same email address that you used when you initially purchased
Trillian. That will reactivate your account and you will be able to
get the latest version.

Thanks!

Don Petty
Customer Support
Cerulean Studios
Permalink MarkTAW 
January 17th, 2006
This is why I just use Gaim, and tell everyone who trys to switch to another service that I can't talk to that i won't be talking to them online. So far, so good.
Permalink Phil 
January 17th, 2006
Ah.

So then ask him why your old version isn't working.

Do you have the email receipt from your original purchase showing the version number?
Permalink Generic Error 
January 17th, 2006
I have the email from when I purchased 1.x, but I don't think I have the upgrade email still. I just kept it because I wanted the password, any more recent email were lost when I reinstalled Windows.

This was my response to them:

Are you serious? I just re-installed Windows, and ran the Trillian installer that's *still* on my hard drive. If my username & password worked for it last time, why wouldn't it work now?

Should I run an older install and then run the update software, because that's probably how I did it last time, I still have that on my hard drive too. According to Windows, the program I used to install Trillian was downloaded on 3/16/2003.

You guys need to get your act together, this is unacceptable.

Mark
Permalink MarkTAW 
January 17th, 2006

This topic was orginally posted to the off-topic forum of the
Joel on Software discussion board.

Other topics: January, 2006 Other topics: January, 2006 Recent topics Recent topics