Claims of unfair customer treatment

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Date:

Time:

For the last several days, a thread has been running on the quickdns-talk
mailing list where Mr. Dale Therio has been accusing Men & Mice of "unfair
treatment". His main issues have been regarding a second activation key for
QuickDNS which he claims was not sent, and that Men & Mice had not
advertised that the QuickDNS upgrade would be Mac specific.

Although we normally do not discuss matters of individual customers within
the forum, Mr. Therio has left us no choice but to respond directly to his
statements.

We trust that our comments will address this matter and put these issues to
rest.

Issue #1 - No second activation key for QuickDNS
-----------------------------------------------
Mr. Therio says:
>To this day I still have never received the second serial number. And
>because I never received the second serial number I COULD NOT USE THE
>PRODUCT I BOUGHT AND PAID FOR. Because v3.5 required the 2 serial numbers
>in order to use it. This is why I couldn't use the product.

Fact:

The second activation key for QuickDNS was sent to Mr. Therio on June 28,
2001 as indicated by records.

Issue #2 - Upgrades and multiple platforms
------------------------------------------
Mr. Therio says:
>Further, the advertising said nothing about the upgrade being Mac specific.
> The advertising stated multiple platform support.

Fact:

The following information was posted on the QuickDNS Talk mailing list:

"QuickDNS Pro 3.0 retails for $349. Upgrade price for QuickDNS Pro 2.x
owners is $149, including a free upgrade to the Mac OS X version of QuickDNS
Pro, to be released early next year. This upgrade package is offered at
$129 through December. Technical support is free of charge including
conversion of files from other servers for new QuickDNS Pro Users."
(QuickDNS 3.0 announcement, posted on May 3, 2001)

"QuickDNS Pro 3.5 is available for Mac OS and Mac OS X as a free upgrade for
QuickDNS 3.0 users. The QuickDNS 3.0 activation key can be used with
QuickDNS 3.5 for Mac OS and Mac OS X."
(QuickDNS 3.5 announcement, posted on December 7, 2000)

"*** Different licensing with QuickDNS 3.5 Until version 3.5, the QuickDNS
license agreement allowed you to run two copies of QuickDNS, provided that
the second copy was only used as a secondary server for the zones hosted on
the primary. With QuickDNS 3.5, the license agreement allows you to run
only one copy of the software. This will not affect the majority of our
users, but we understand the concerns of those who have run two copies of
QuickDNS and we urge them to
contact our sales department from whom they will receive an additional key
for Mac OS at no cost.

*** QuickDNS for Linux - sidegrades Starting with version 3.5, QuickDNS is
becoming a multi-platform product and the pricing policy will change with
the product. If you look at the current price list for QuickDNS, you'll
notice that the Linux version is priced higher than the Mac OS version.
Basically, QuickDNS for Linux is aimed at a different customer base and
when we were pricing the products we had two options - either increase the
price for QuickDNS for Mac or use different prices for the different
platforms. We decided to go with the latter option, keeping the price for
our Mac OS customers unchanged. However, this means that we cannot offer a
free sidegrade from Mac to Linux. You can contact our sales department
(sales@menandmice.com) for more info."
(QuickDNS licensing clarification, posted on May 4, 2001)

Summary
-----------
We have resent Mr. Therio the initial activation key which he claims was
never sent.

We welcome any discussions related to QuickDNS on the quickdns-talk mailing
list, but we request that participants not resort to foul language and
insults. Any further use of obscenities on the mailing list will result in
the removal of the responsible person from the list.

Thank you to the list membership for your patience. We now consider this
matter resolved.

--
Sigurdur Ragnarsson Men & Mice
siggi@menandmice.com http://www.menandmice.com

Sales:
888/4-DPOINT

Support:
858/452-3696