Handango Customer Service

[Darren Behan]

About a month ago, I had a catastrophic system failure courtesy of the XP SP2 upgrade and my wife; we'll leave it at that... It seems the planets aligned against me to kill not only my tablet but also my backup and along with it went all of my registration codes for the myriad of software I have installed on my PPC. Now, fast forward to last week when I took delivery of my iMate PDA2K and lo and behold I'm in a pinch.

Now, this is not intended to be a rant against Handango really as much as an informal survey as to what may have worked for you in the past to get their attention. It has been over a week now without even an acknowledgement that I submitted a request for this info despite a stated response time of 48 hours. They have some kind of customer service thing where you submit your questions and it is supposed to show you the status of your request online - doesn't work as far as I can tell and I'm at a loss as they provide no further contact information. Some of this stuff I need daily but don't want to have to pay for again (and don't have to based on the licenses before someone jumps in on this). The developers refer me back to Handango.

OK, if you've read this far (you clearly have too much free time on your hands :wink: ) What I want to know is:

1) Is this an anomaly and I should just be patient.
2) Have you had success in circumventing this process to get an actual answer? If so how?
3) Should I just suck it up and go repurchase the stuff I really need on PocketGear.

Thanks for your input.

db

[Kati Compton]

1) Is this an anomaly and I should just be patient.
2) Have you had success in circumventing this process to get an actual answer? If so how?
3) Should I just suck it up and go repurchase the stuff I really need on PocketGear.

I'm stubborn enough that I wouldn't repurchase. But I'm also compulsive enough that I save my emails with the registration codes. I know that doesn't help now, but I'd suggest it for the future. That way the registration codes can be in more than one place.

Anyway, I don't have time to check myself as I'm about to leave work. But you may want to see if there's an email address for someone at Handango apart from the one you used, and write a "polite but firm and clearly unsatisfied" email to them explaining the situation, and that you have become frustrated at the lack of responsiveness of using their system.

[Darren Behan]

I always save the emails with registartion codes, but my machine completely got hosed; the emails along with it.

We'll see what happens I guess. I too am stubborn enough not to use them if there is an alternative and I continue to be ignored.

db

[Possum48]

Maybe I'm a bit old fashioned but I always make a hardcopy print out of the email with the registration codes and keep them in a file in my desk.

Of course those could be lost by some disaster but I also use eWallet and have copies of the usernames and codes on my desktop and also my laptop.

That is triple redundancy and no way will my desktop, laptop and pds go south at the same time.

I response to your problem with Handango CS I have had two instances where I had to use the system you are speaking about. I always got a response within the 48 hour time they promised. I do suggest that you do find an email addy as suggested by Kati and complain a bit. I might also suggest that you contact the developer of the software and explain to them your problem with Handango. Maybe a developer or two will light a fire under Handango.

Hope you get your problem settled soon!

[Kati Compton]

I response to your problem with Handango CS I have had two instances where I had to use the system you are speaking about. I always got a response within the 48 hour time they promised. I do suggest that you do find an email addy as suggested by Kati and complain a bit. I might also suggest that you contact the developer of the software and explain to them your problem with Handango. Maybe a developer or two will light a fire under Handango.

Hope you get your problem settled soon!

That's true - if you tell the developers that Handango hasn't responded, I bet most of them will either help you out directly, or contact Handango to complain as well.

[uzetaab]

Or you could just re-submit your request, it may have been lost. Especially if you cant get the status section to tell you what's going on.
Do they have a phone number you can just call instead?

[tanalasta]

If you log into Handango's members area using your account information and password (which I hope you've used for all your purchases), you should be able to access your previous purchase history.

From there, you can also attain receipts for each purchase, which should either contain the registration codes you need... or be enough evidence of proof of purchase that you can use to email the software producer's support directly for a new rego code.

Don't repurchase - that's just a waste of money.

Handango's customer support is unfortunately slow. Send another email if you haven't received a reply after 48 hours.

[Darren Behan]

Thanks folks for all of the replies. The thing that may work is contacting the developer and having them contact Handango. The developer of Tillanosoft's SmallMenuPlus was kind enough to shoot an email to his contact at Handango on my behalf. This was the one that I cared about most anyway so hopefully I'll see results.

db

[Jimmy Dodd]

If you log into Handango's members area using your account information and password (which I hope you've used for all your purchases), you should be able to access your previous purchase history.

From there, you can also attain receipts for each purchase, which should either contain the registration codes you need... or be enough evidence of proof of purchase that you can use to email the software producer's support directly for a new rego code.


This is what I had to do last week after a hard drive crash killed my electronic copy of my reg codes and I couldn't find my paper copies.

This, in my opinion, is the single greatest aspect of buying online.
:D

[Darren Behan]

OK, now I found it and contacting support is entirely unnecessary. (Of course in the next few minutes I will surely get a flood of responses from them now that I don't need it anymore.... Anyway, here's how for those of you who don't know.

Go to Handango (Hope that much is obvious)

First, get your order reference number by going to 'My Handango GoPass' then select purchase history. You can download from here if you want or wait till the next step.

Next, select 'Previous Orders' and enter your email & the order number (most likely in the 'Desktop Download' section). As Jimmy & Tanalasta indicated you get your invoice with registration code included. Viola.

Personally, I think it could be less confusing but at least you can eventually get to it.

Thanks to all for your help, sympathy and support :D

db