I ordered Winstep Nexus Ultimate Basic over 4 days ago so I e-mailed customer support asking what's taking so long to e-mail me a serial key for a software and they respond with



I don't want a refund, I want the software I paid for. I truly don't understand what's so complicated about e-mailing a serial number for a software purchased, every other company would have e-mailed it within minutes. Why is a refund all of a sudden the only option a company can give me? Why did the issue need to be forwarded? Then what's the point of the customer support email if they still need to be forwarded? What's the point of keeping the sales page up on this website if they don't even have a simple serial number to be sent out?

Has anyone here experienced this before?

The simple explanation is this and comes in two parts:
1. the company that handles the sales process and payment, BMT, is an independent entity, which Winstep is using to... well... handle the sales process. They have nothing to do with the actual licencing, which is handled by Winstep, once they receive the notification from BMT that the payment has cleared etc.
2. the licence itself is issued manually, by the developer of Winstep himself, after receiving the "payment clear" from BMT but also doing some checks of his own -- for various reasons, which include "legitimate" purchases by pirates, scammers, known trouble-makers etc.

Keeping all that in mind, it sometimes takes a bit more than the 48 hours that is the "official" period (actually, it should be saying "2 working days" but...). Unfortunately, depending on the developer's schedule, in rare instances it takes more. However, licences are being sent out regularly and you too will receive yours soon.

Regards

Thanks for the informative response. I will keep waiting and update on how things go.