Hi,
We are sorry for the delay in response.
For the sake of clarification, we have gone through our archives and found the exchanges you had with our technical support.
Two observations:
First of all, there is no mention in any of our emails that we refuse to reimburse you. According to our refund policy, as you mentioned (and approved upon purchase of a license), we do offer a “7 day money back guarantee” but on the following terms (100% publicly):
If, during the first 7 days following the Purchase date, You experience a defect that makes the Product’s material functions unusable, and following Your cooperation with our support team we are unable to resolve it, then following Your request we will issue a full refund of the Purchase price. For clarity, any defect or lack of use arising from a conflict or incompatibility with a third party product, is not covered by this policy, and nor are missing Product features.
Also according to the emails exchanged, our technical team offered you help in identifying the feature that caused the problem, but you refused it and directly demanded a refund. We were therefore unable to rule on the merits of your refund request (which is managed by another department).
Then, your emails explicitly mention threats against one of our technicians, in relation to his reputation but also that of our company.
As such, and as we mentioned to you during our last exchange, we have a strict internal policy in this area aimed at protecting the integrity of our employees from this type of abuse (it is important for us). And one of its rules is that we reserve the right to put an end to any inappropriate conversation that could cause harm, by the content of the remarks, to one or other of our employees.
It seems that you have not understood the concept of customer service if for you, it is essentially a question of meeting all of your needs, regardless of the words and means used.
We would sincerely have liked to have had a courteous and professional exchange with you.
Regards
