to flee à fuir

Hi @rgi001,

You were reimbursed because you specifically asked for a refund within your 14-days Refund Policy period. And since it’s a No Questions Asked policy, we adhere to it, I hope that much is obvious.

As for your “not receive support for days”, but you did receive support, within less than 24h. You also knew that we do not provide support outside of business hours or over the weekend – this info was provided to you before you even purchased.

However, once you were refunded you wanted to argue for whatever reason because you changed your mind about the refund but not once did you inform us about it, and that’s something we do not engage in. You were advised that if you changed your mind after being refunded, you can always purchase a brand new license. Likewise we cannot provide support for a product you were refunded for and the license was cancelled.

Also, since we’re already talking, not once in all the tickets you sent did you specify what exactly was the problem you were experiencing and when asked about it – you did not reply. “SOS”, “Anybody in the company” and other similarities do not count as tickets and of course we’re obligated to ask you what the problem actually is – in details.

So we can agree this is a fake review and the facts got manipulated for whatever reason. However, I will have absolutely no problem sending all info to the forum mods if necessary, from start to finish.

Do note that here WordPress forum rules apply, so do not expect us to engage in any discussion whatsoever, because we will not reply further here.

Wishing you the best of luck in the future

Consider this my last post. Your response helped give me an idea of your internal policy, and I assume it will help other consumers as well. It’s a Sunday, and yet I see that you are responding. I requested support on a Sunday, and didn’t hear back from you until Tuesday, 48 hours later. I hope to no longer have to do with your company, good luck for the future.

There is no internal policy, there is the official policy and info available all over our website and documentation, including the auto-replies you received each time you wrote to us. Tech support is available Monday – Friday, during business hours. Response time up to 48h, depending on the workload, but we usually respond up to 24h.

You were submitting, well not tickets but texts, since Saturday. So, from Monday till Tuesday, counting the official hours, you didn’t wait even 24h. But you could not receive any support on the first replies because none of your tickets contained any details and to this day, you never shared them.

I do understand that you’re doing this because in your opinion: “we should not have refunded you just because you asked for a refund” (?!) so wanted to argue about that. There is nothing to argue about. You asked for a refund, you received a refund. You were advised how you can proceed further if you want to.

As for me or any of our employees, they are free to do whatever they want on their own time. I’m sorry to have to put it this way, but when you purchase a license, you own the license, you don’t buy the people around the product.

Customers can’t learn anything from fake reviews. You were never in a situation to experience whether we’re capable or competent.

But what they can learn from this situation in particular is that we don’t play games with our customers and that if they ask for a refund in accordance with the Refund Policy – they will receive the refund.

Good day to you