I have been using a piece of software called “Groove“ by Groove Networks that I have a love/hate relationship with. I need to use it because the company I work for uses it extensively. The software allows users to share virtually any type of data file and allows for collaboration between users. In our company, each person buys their own license and expenses it to the company. I have had two laptops, and the licensing is so convoluted that I had to buy two separate licenses for the machines. When I requested help from their licensing and support organizations in transfering the license, they told me I had purchase a new copy. Any license is transferable in the case of a decommissioned machine. Their strategy combined with the inability of their support organization to manage their situation prevented me from being able to execute under the terms of the license. I ended up buying a new license and I expensed it, the company didn't want me to waste my time fighting a $70 charge. I was mad then and now I am hopping mad!
Groove is a company Microsoft has invested several million dollars in over the past couple years. Perhaps it's time for Microsoft to ask where this money has gone.
I recently received an email stating that I have exceeded my count on licenses to their product (the link takes you to a copy of the letter they sent). They start out their letter explaining their system is under some type of review:
“Groove Networks has embarked on an initiative to ensure customer compliance with its license agreements. Our hope is to uncover the factors contributing to Groove software license over usage, including the complexity and inefficiency of our existing system, so that we can improve your license management experience.“
Then they go on to accuse me of violating their license agreement. I think my reply to their email explains my situation fairly well...
I recently received a message stating I’ve exceeded my license limit under Groove and you are reviewing your system for problems.
When I log into my Groove Web Account, I have never seen and still do not see “My Software” appear as a choice. I have reported this to your support and license team without resolution over the past 2+ years. I am not surprised that you open the letter writing about the “inefficiencies and complexity issues” of your current system. I am convinced no one at your company understands your licensing apparatus based on my repeated contact with your support department.
I have purchased two copies of Groove to date, one for my old computer that has been decommissioned and one for my new computer. I wouldn’t have purchased a new license, except for the fact that your licensing department was completely unable to transfer my license between machines. Any license is legally movable from one computer to another provided the first system is decommissioned and had I wanted to spend the time pursuing it, I would have won.
I use Groove because it is a useful tool and my company requires it. However, given the circumstances, I find the tone of your “compliance” letter offensive, arrogant and contemptable. The fact you would allow such a letter out of your offices without a complete review of the situation signals a problem within some portion of your organization. Related to item 1, your software problems are not my problems. If you want competent programmers and licensing administrators, hire some. Related to item 2, sending me a refund on one of my licenses would be a great start to begin rectifying your situation. I’m aware of at least 4 other users in my company that had to do the same thing when new PCs were handed out. If you follow this strategy with all your clients and charge the cost back to the licensing department, my bet is that an intelligent, responsive support organization will begin to emerge.
If you are so certain about a license infraction, then provide me with the data that proves your point. If you disable my software without providing such information, your situation immediately becomes indefensible.
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UPDATE #1: I just received a reply from their marketing department and responded. Here is my response:
Kelly,
Whether you intended to offend me or not,your company/license system has. You have basically called me a criminal by threatening to terminate my license that I paid for. Thank you for that. Getting your customers attention by calling them thieves should be grounds for termination.
I purchased the software under (deleted) and use it under (deleted). This is because my company asks that I purchase the software and expense it to them. I only use the software under the (deleted) address on one computer and do not use it with the (deleted) at all. To be perfectly honest, I wouldn't infect more than one of my machines with the Groove application.
This conversation brings up larger questions about your licensing and acquisition of data. (1) You do not state the specific piece of information is being tracked and it's purpose. (2) You do not state the requirement for data consistency across email addresses from purchase to installation and that you are tracking identity based upon this data. (3) You do not ask for the users permission to retain both pieces of data as a matter of identification. (4) You do not provide feedback that there has been a violation through your software or your website.
What you call "utilizing" is obviously flawed because I have never used the software with my "(deleted)" address. If I were using the software under both addresses, I would agree with you that I am in violation of your license, but I am not. The fact that you are tracking both entries and making decisions based upon this decision is troubling. Under your rules, I could never legally purchase your software and give it to a friend as a gift but your website and license doesn't declare this fact. While you have internal, non-published compliance rules that only you know about, there are real world has legal compliance rules you must obey. I think your organization needs to spend some time on your data handling and think seriously before ever again pointing the finger at honest users and calling them criminals.
I agree with you that I never should have to purchase a new license because one machine is decommissioned. Thank you for restating what is legally my right spelled out in your license.
The first purchase I made of the Groove software was in April of 2003 under order #(deleted). I am looking for the second order# that I purchased in June or July of this year. Both were probably purchased under (deleted) and used under (deleted).
I don't want a refund, just have one of the 3 founders of your company send me an apology. I would certainly enjoy the opportunity to ridicule the company's short-fallings directly. Either way, I want an email stating that this matter is cleared up and you'll stop pestering me.
Sincerely,
-Steve
UPDATE #2: Here is their final reply. They acknowledge the misunderstandings and spell out the areas that led to larger license compliance confusion with most customers. They stated the goal of the initial letter was to “improve your license management experience“. I certainly hope they don't try to improve anything else! It's good to hear they understand their licensing issues and are working to fix it, and I appreciate their feedback after these exchanges.
Hello,
Recently, we sent you an email regarding over usage of Groove software licenses. As we indicated, that message was part of an effort to understand the factors contributing to Groove software license over usage by our users, including the complexity and inefficiency of our existing systems. The goal: Improve your license management experience.
A small percentage of recipients let us know that they objected to language within the email suggesting they are using Groove licenses illegally. We apologize to those who took offense, and in hindsight, admit that a different approach could have generated the same high response we received to this message.
A large percentage of recipients took the time to provide very specific feedback about our licensing policies and processes. We want to thank those of you who wrote to us for this very constructive feedback. If you who have not yet responded, or continue to have questions, please feel free to contact licensing@groove.net.
Now, let me share with you what we've learned, and some steps we intend to take to fix issues you've raised. For starters, we've learned:
*The majority of license over usage is the result of software reinstallation due to PC replacement. The issue: Your original user account continues to be associated with the license, even if the PC on which your original account resides no longer exists. In the short term, we will take steps to provide better education on how you can ensure duplicate user accounts aren't associated with your Groove license. In the longer term, we intend to make changes to the product that will prevent license use among old user accounts. These changes will hopefully make this issue a non-issue.
*Our feature that enables you to use your Groove user account on up to 5 PCs is confusing to many of you. The issue: Some users are creating separate user accounts for each PC, which leads to license over usage, and prevents them from realizing the true benefits of synchronizing Groove workspaces and communications across multiple PCs. In the short term, we will improve the way we communicate about, and educate you about this extremely valuable capability. In the longer term, we'll address other ways to improve your experience within the product.
*A large percentage of customers who purchase Groove licenses through the Groove web store are either unaware of the license management facility within their web account ("My Software"), or confused about how to use it. Therefore, we are taking immediate steps to improve the usability of your "My Software" page, in addition to promoting education on its use.
Again, thank you for your constructive feedback. It will result in improvements to our product, as well as our licensing policies and processes. In working through issues with you these past couple of weeks, a high percentage of licenses identified as over used are now within compliance. So this initial initiative has been a learning experience for you and us. Finally, those of you who didn't respond to our initial message, or continue to have questions should contact licensing@groove.net.
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