GENERAL REFUNDS THREAD

I'm aware of the single license restraint on student Pro, this just makes less sense. As the issue seems to be that because Level 11 was launched at the same time at Unity 5, it isn't available to people who purchased Pro before the official launch, but only if you're a student/faculty member. Who comes up with these restrictions?

Well, thank you for clearing that up in any case.

 

Some times companies dont understand that is better for all have free educational licenses but well in last years i learn that Unity is not a common company.

 

This isn't exactly a standard educational license as we are allowed to distribute games commercially with it. Then again, most people will have paid $750 for what seems to be very little compared to the free version now.

 

The common is that a educational license have the same features of a pro version but only can be used for educational purposes and not for commercial purposes, with the new Unity Personal license has not sence that Unity have a pay educational license, really is a error but well.

 

Just ask them for the source code access which is advertised on their website for Unity5. It might speed along your refund request.

 

Actually the Unity standard license also requires a pro (or education) license for use by

a Non-Commercial Entity with a total annual budget in excess of US$100,000 (for the entire Non-Commercial Entity (not just a department)) for the most recently completed fiscal year; or​

This would lead most schools requiring a pro license. Thus, the situation is not comparable


Let's summarize the Unity 5 Pro Faculty/Student situation:

1. If you pre-ordered Unity 5 Pro Faculty/Student from Studica, you will not get access to Level 11; all you get is the dark UI skin.
2. If you pre-ordered an upgrade to Unity 5 Pro Faculty/Student from Studica, you will not get access to Level 11; all you get is the dark UI skin.

whereas​

1. If you pre-ordered Unity 5 Pro directly from this website you got access to Level 11.
2. If you buy Unity 5 Pro Faculty/Student from Studica today you will get access to Level 11.
3. If you buy an upgrade to Unity 5 Pro Faculty/Student from Studica today you will get access to Level 11.

This seems rather ridiculous - considering the fact I paid a lot of money to get the "Pro"-version (even though I am definitely not making $ 100,000 per year selling games).

To emphasize: I am not talking about buying Unity 4 Pro and now asking for Level 11, but about pre-ordering an upgrade to Unity 5 from Studica for additional cash - and not seeing any benefits.

Indeed the description on Studica's Unity 5 Upgrade-Page expressly described and describes the license granted as a full "Pro"-license with the only limitation being single activation (instead of being able to activate it on multiple devices simultaneously). Lack of Level 11 is another limitation which was not mentioned beforehand - this is what legally speaking would be "misleading advertisement"...

Now it seems all I can do is discuss about refunds with Studica - which seems to require another long and annoying discussion as most Studica-offices seem to reject any request for a refund.

Really annoying...

Michael

 

"If you pre-ordered Unity 5 Pro Faculty/Student from Studica, you will not get access to Level 11; all you get is the dark UI skin. :-("

I did this and do appear to have Asset 11 access.

 

and

contradict each other. So one of those two statements is wrong (Logic 101).

So could someone find out which one?

Michael

 

Just to clear up any confusion here the official statement by @Graham Dunnett:

see
http://forum.unity3d.com/threads/studica-unity-5-pro-licence-isnt-the-full-pro-licence.308720/

Ridiculous, but true...

Buy upgrade from Studica now - get Level 11 - pre-order - get no Level 11.
Why Unity wants to punish pre-orders - who knows...

 

Wow hadn't seen that statement from Graham, how does that make any sense? And if it is the case why wasn't it clearly flagged up anywhere?

 

Because this is a mess even Unity's employees don't fully understand.

Seriously: I guess, they assume anyone who bought a Pro-version from Studica will go for a refund anyway, so they don't care.

Michael

 

@Michael_B just out of interest when you go to the asset store logged in as pro and click on the asset 11 do the 'free' assets show as full price? And if they show as free does that still show once you've clicked on a particular asset?

As on my account they all show as free in asset 11 and as free when clicked through to the individual asset.

 

There's always this tiny thing of actually, you know, keeping pro and it's benefits ... just saying.

 

@hippocoder Not sure what you mean?

 

I actually want to keep Unity Pro but also it's benefits.

While I can of course keep the license (i.e. not ask for a refund) evidently I will not get any benefits... just saying.

Michael

 

While I see the free assets on the asset store Level 11 page marked as "free", once I click them I see their full price....

So it seems, @overthere, you are one of the lucky few.

I am not entirely sure what @Graham Dunnett means when he states

are the students not seeing Level 11 the problematic case or is it the other way round?

Michael

 

I think he is trying to reassure you

reread the original statement I think you could have taken it one of two ways, he's clarifying here that you not having Asset 11 is not a desired behaviour.

 

@Michael_B Find your invoice from Studica from when you purchased Unity 5 and sign up using the email shown on your invoice to the asset store, then check to see if you can access the Level 11 products. I think there might be an issue with accounts not being linked correctly to licenses as logging in to an account using the e-mail I used at Studica has fixed this issue. The Unity account your license is attached to is apparently ignored on the asset store.

 

@strawberrydoll - While this sounds plausible, I tried changing my Email to no avail - no Level 11 either way. From what I remember I received a license key from Studica which I actually added to my account (which is why I see a "Unity Pro 5.x"-license in my account).

It would also be pretty stupid to link everything to an unchangeable email. When I leave my school I probably won't be able to keep the address.

Michael

 

I did the same as you- added the license to my personal account.

Unfortunately, it looks like this is not the way Unity sees it.

 

Thanks, Graham!

 

I pre ordered a full unity 5 license through studica and I have level 11 access - is it only a percentage having issues?
@hippocoder - still weighing up that decision. For most students though that money is best put elsewhere

 

Okay just a quick question then on this. Are you saying that people who payed with Paypal cannot get a refund at all -- like they won't ever get one? Or are you saying that they still can, but need to provide a debit/credit card in order to receive the refund?

Thanks for any clarification.

 

You just need to provide a credit/debit card.

 

I have to imagine that the support address hasn't been getting my emails for some reason. Perhaps because I included an imgur link to show the error in my email and perhaps I'm getting thrown into a spam inbox. How long does it usually take support to get back to you?

 

Thank you

 

I know the first time I emailed them it was almost automatic as far as the ticket number.

However, since then I get a response maybe every other day. Haven't heard anything from them about unlocking my refund yet.

 

Thumbs up - I feel like I would have purchased magic beans from a shifty guy in a dark corner

This is really quite a poor behaviour from both Unitys and Studicas side. I can confirm that with an (annual) edu pro license not(!) for commercial use, you don't get a refund from Studica nor any other benefits than a black Unity3d editor background.

All I get from Studica when I ask for a refund of my €100 purchase is, "We do not offer refunds for download products." and when asking for Level 11 access Unity is telling me only with a student/faculty pro commercial license for $600 Level 11 should work.

In the end Unity must have been aware that all the pro features customers pre-order will be included in the personal version with the release of version 5 for free. Although they have done nothing to stop Studica from selling a product which will simply no exist in the described form later.

So I guess I'm just lucky that the rivalry is not sleeping and will stuck with my dark theme for €100

 

But stitching up a bunch of students is priceless? Really thoughtful response there.

 

I had that above message also. I purchased by paypal, and tried to use a debit card to refund... did not work. Probably after my 3rd attempt it locked it. Now I have to go through even more hoops to get the refund. This isn't really a pleasant experience Unity.... this should've been thought through and made much easier before Unity 5 became available. I've emailed support again to get this `block` lifted... but I don't see how that will make things any better because it always was refusing to work. I think Unity should just issue the refund by paypal, it isn't that hard, and I shouldn't have to be trying to mess with different cards and accounts just to get my money back. I'm kind of starting to lose patience now, it's been 4 business days with no response from unity support, or from the supposed sales rep person that I also emailed.

 

I've been waiting for a response since March 4th. I've sent 3 emails with no response- not even a ticket number.

Please make this a little more painless, Unity.

 

That also renders it useless for commercial use and adds no features? Sounds like a good deal.

 

Graham sorry, but I'm sure most of the affected people find this answer too predictable. I intentionally not compared the prices different customers payed, as the point should not be how much, but that some payed and some not to get the same.

So this is no good justification for the amounts payed by all the students. Even if one would pay $20 to pre-order product with description E and then suddenly all get a product Ə for free you wouldn't call it a good deal?

From my point of view Unity should at least give coupon codes or free month for a premium service of choice or something similar to these people as compensation/solution.

 

If you have not received a ticket number, the requests have not been received.

Please either use the form here:

http://unity3d.com/contact/get-in-touch?type=info

Or contact support directly by email on:

support@unity3d.com

You should receive a confirmation and ticket number immediately (i do).

 

Ok rang them up a minute ago, and they are saying because i purchased a perpetual license over a year ago i am not entitled to a refund.
i preordered when unity 5 preorders first went live last march haha

Is this true?

 

I went through a bunch of emails back-and-forth with Unity regarding this starting over a week ago. At one point they said that I was eligible for all the Pro benefits, then the next email they said Sorry and I wasn't again. This thread gives me a little hope... Hopefully Graham knows what's what. My license starts with an R3 however, which doesn't seem to have been mentioned. Hopefully it's covered. I'm really not looking forward to fighting Studica for a refund. I'm pretty disappointed in both Unity and Studica for selling preorders for the product then not following through.

 

I've fired off another email - using the form you recommended. I also made sure not to make any links in my message - because I imagine that might be getting me tossed into a spam filter or something. This means I'll have to wait for a response email before I can attach my invoice PDFs and other information.

 

I have the R3 serial too. From what I gathered, we have a standard Pro serial that was simply sold at a lower price, and you should be getting all the new Unity 5 benefits with it. My issue was that my asset store level 11 access required me to use the email that was shown on my Studica invoice on the asset store. It'll probably be your student email, see if you can dig it up and sign up to the asset store with that email address, it should let you access level 11/cloud build/team services etc.

 

Do I really have to try to use the web form to make contact? I already replied directly to the original refund email which unity support sent to me, and replied to it all 3 times ie support@unity3d.com. .. .I presume there is a ticket already attached to the refund itself?

 

I was responding to @TrentSterling. If you have not received a ticket from support, then you need to send a new email. You cannot respond to the original refund email.

 

Well, been over 2 days since I requested the refund to be unlocked without any form of response. So once that gets done, what's next? I have absolutely zero faith that entering my card info will actually go through. No one has acknowledge that there's any form of issue with that so far.

I keep getting told someone will get back to me via support, but the last communication from support was 3 days ago. While I understand things are hectic and busy, could we at least get a timeframe from support when they promise to get back to us? I don't know if I'm expected to wait a couple of days, a week, or a month before assuming I'm not going to get a response.