H9 Registration/Activation

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- December 29, 2014 at 11:09 pm #112198
  
  abadiemet
  Member
  
  I received a used H9 pedal on 12/24. I've been trying to register the product since that date without success.
  
  I read up on the problem on the H9 support forum. I e-mailed Support about registration of the pedal.
  
  No communication after attempting to contact Tech Support. It is somewhat understandable due to the holiday.
  
  Finally, today I received an e-mail asking for a picture of my H9's Serial Number. I e-mailed a picture of the Serial Number. I attempted to call and answer the e-mail from Tech Support today. No one ever answers the phone or returns calls or e-mails.
  
  I would like to find out when Eventide can register the product so that I can use Bluetooth and purchase effects. Can anyone advise me on how to proceed?
  
  I am extremely disappointed in Eventide Support.
- December 30, 2014 at 1:23 am #127244
  
  nickrose
  Moderator
  Eventide Staff
  
  We are sorry that you are having trouble. But, as you note, this is a holiday season and we are a small company and are very short staffed at this time of year.
  
  If you will be patient and wait a few days, our support department will get back to you. If you find this intolerable, I would suggest that you discuss it with your vendor.
- December 30, 2014 at 1:59 am #127245
  
  abadiemet
  Member
  
  Thank you for the reply.
  
  The lack of planning and poor customer service on Eventide's part is troubling. It would be nice if anyone picked up the phone, answered a left message, or returned an e-mail. It does not give me confidence in your products or your ability to support your products.
  
  I've already waited patiently for five days – thankfully this was not a gift I gave to someone for Christmas. I would be embarrassed.
  
  Apparently, the previous owner was not aware that the pedal should have been deregistered when sold. He is not available to deregister the pedal.
  
  I'll continue to wait – what else can I do?
  
  Thank you again for the reply.
- December 30, 2014 at 2:53 am #137872
  
  AAgnello
  Moderator
  Eventide Staff
  
  I apologize for eventide not being more responsive this week. We are working with a skeleton staff this week – one support person. We are also doing some year end updating of servers. The office is also partially shut down for construction adding to the confusion. Of course,none of this is an excuse and you have a right to feel as you do.
  
  Unfortunately deregistering is not a simple process unless the seller takes care of it. In the past we have deregistered a product based on someone calling in or emailing a serial number only to discover that there was a typo resulting in someone else discovering that their product was mistakenly deregistered.
  
  We ask that anyone buying a used Eventide product ask the seller to first deregister it but we understand that that won't always happen. As a result, if the product hasn't been properly dergistered, we now ask the buyer to send us a photo of the serial number or some other method of verifying it. Of course, this causes delays and with a short staff and server updates the delay is worse this week than usual and for that we apologize.
- December 30, 2014 at 3:06 am #137873
  
  abadiemet
  Member
  
  Thank you for the reply.
- December 31, 2014 at 6:34 pm #137880
  
  abadiemet
  Member
  
  Still not registered. Speechless.
- December 31, 2014 at 7:20 pm #137881
  
  sevenorchids
  Participant
  
  Give them some time. They are a small company working with a skeleton staff over a holiday. There have been only three business days since you purchased your pedal. I've bought a number of Eventide pedals second hand and have had to go through this before. It takes a couple of days and, unfortunately, it takes even more over a holiday.
- December 31, 2014 at 7:51 pm #137882
  
  gkellum
  Participant
  
  abadiemet:
  
  Still not registered. Speechless.
  
  What email address did you send a photo of the serial number to? Could you resend it to support@eventide.com? The only email I see that was sent to support@eventide.com was your original request to have it de-registered.
- December 31, 2014 at 9:21 pm #137883
  
  abadiemet
  Member
  
  I have sent pictures (more than once) of the Serial Number to both:
  
  Jhyman@eventide.com
  
  and
  
  support@eventide.com
  
  I will resend to Support.
  
  Thank you.
- December 31, 2014 at 9:27 pm #137884
  
  abadiemet
  Member
  
  I have resent the Serial Number (twice).
- December 31, 2014 at 9:47 pm #137885
  
  gkellum
  Participant
  
  Alright, thanks. I deregistered that H9. So, you should be good to go.
- December 31, 2014 at 9:52 pm #137886
  
  abadiemet
  Member
  
  Thank you so much!
- January 26, 2016 at 1:46 am #142281
  
  nharting79
  Member
  
  Hi – I didn’t want to start a new thread, but what’s the current turnaround time on support in getting an H9 deregistered? Thanks!
  - January 26, 2016 at 1:33 pm #142282
    
    nickrose
    Moderator
    Eventide Staff
    
    nharting79 wrote:
    
    Hi – I didn't want to start a new thread, but what's the current turnaround time on support in getting an H9 deregistered? Thanks!
    
    You should contact support@eventide.com. You should hear back in a day or so, depending on how busy they are.
  - January 26, 2016 at 2:32 pm #142285
    
    gkellum
    Participant
    
    nharting79 wrote:
    
    Hi – I didn't want to start a new thread, but what's the current turnaround time on support in getting an H9 deregistered? Thanks!
    
    Also, please send a photo of the serial number of the H9. We've had people make a mistake in the serial numbers they've asked us to deregister which lead to the wrong devices being deregistered. So, now, we require people to send a photo of the serial number of the H9.
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