I notified RL of my Character Creator 5 and Headshot 2 for CC5 issues with 8 days of purchase.
Admin told bizarrely responded with something about “CC4” (a different product!) and something about “we did not receive a response from you” - this was AFTER I have contacted support 8 times!!!
I have since contacted other support, however I was directed back to same/thread same support person and provided evidence for the above -
she has not responded for 4 days now…
I have had a look at your Support tickets and it appears the issue is that while you did report a problem with the software within the 14 days period, you didn’t request a refund until well after the 14 day grace period had expired. This is sadly why your refund request was denied.
However, please feel free to get back in touch with Support regarding the issues you are having, and they will certainly try to help you overcome the problems.
I thought my video evidence would be sufficient proof to receive a refund? However, I was INSTEAD asked to provide “dxdaig” results (amongst other things) instead?
I was told by support AFTER I did all this - “It may take some time”…
I was TOLD, INSTRUCTED to wait beyond the 14day period…
Look at all the communications, video evidence etc. and tell me and tell anyone else ready honestly! What is the right thing for RL to do here?
Please don’t ask me to contact support again, I have done everything they asked of me until it was clear I was firstly being sent in circles. My case had been totally mixed up with someone else’s/different software etc. and finally - I have had NO reply at all for 5 days (which why I posted this publicly on the forum).
It used to be years ago that there was a 30-day windows for returns. I think that would be more reasonable, especially if Support gets involved as in this case to see if the software works for a customer or not.
This
Every day waiting for an answer from support should not count towards the 14 days refund policy.
For example, if you encounter a problem after a week and contact support and they cannot help you or answer in the remaining seven days, it should count as a week of usage, not more, because you couldn’t use the software as intended for 14 days.
I can confirm your case was reviewed by senior management, but unfortunately they concluded that as your refund request was made over two months after purchase, they are unable to issue a refund as it is too far outside our strict 14 day return window.
However, as I mentioned before, your case has been passed back to our Technical Support team who are willing to help you with any issues still remaining.
I understand this is not the decision you were hoping for, but it is vital to get your refund request in within the allotted 14 day period. When this is done we will always refund in full.
It now has become clear to me that my case of that so-called “support” has been used as a “deceptive practice” to firstly delay my refund request beyond the 14 day period, and then to reject it.
While this is clearly unethical, I’m not sure exactly how the law works in the USA. I did however find the following.
Deceptive Practice" (specifically, fraudulently inducing purchase/avoiding refund through stalling) which violates the Federal Trade Commission Act (FTC Act) 15 U.S.C. § 45(a)(1): “Unfair methods of competition in or affecting commerce, and unfair or deceptive acts or practices in or affecting commerce, are hereby declared unlawful.”
Keagan it would only be considered stalling if you had requested a refund in writing within the 14-day period and we deliberately delayed issuing it until after that time frame, which simply wasn’t the case.
The issue is that your refund request came in two months later, and that’s where the problem lies.
Your banging your head against a brick wall, they did the same to me on their useless $660 Unreal addon, took out credit to buy it, they waited 30 days then gave it away for free, after various emails directing me on how to buy it again, they finally said no can do!
Have over 3k worth of their software and products, but not touched it because the finished results they advertise are not even done in their software a shame because they started off really good when Iclone 8 was released, but now that only improves if you pay for the addons.
@Wyrmaster
So sorry to hear they did that to you.
Thanks so much for sharing! I really appreciate that!
At the very least… I’m glad our stories can serve as a warning to others.
Any new customers - DEMAND A REFUND immediately if there is any issue, please do except any so called “support” - It’s a trick (at least in my case)…
You mentioned " finished results they advertise are not even done in their software" Wow!.. I wonder… Does RL have an “official statement” about this? I’m curious to know more…
Your banging your head against a brick wall, they did the same to me on their useless $660 Unreal addon, took out credit to buy it, they waited 30 days then gave it away for free, after various emails directing me on how to buy it again, they finally said no can do!
Have over 3k worth of their software and products, but not touched it
Why did you take out a credit loan to buy a plugin that you obviously could not afford with your existing income.?
When all that plugin does is automate a little bit of the grunt work involved in exporting a character to unreal.
engine as an FBX. Something that game Devs are doing every single day without spending a penny on Reallusion software or even entering the Reallusion ecosystem at all.
As to the matter of it becoming free a month later,
You made the decision that it had value enough for you to take out a $600 loan to purchase it at the current price being advertised.
You were not investing in a Treasury bond ,or an asset backed security on the stock exchange, with some expectation that it was going to maintain some sort of stable pricing for possible resale later.
You were buying a piece of software that essentially performed one task in one specific environment.
So let’s be fair here, this is not really a “deceptive practice” on the part of Reallusion.
So nice of you to not understand our frustration and dilemma with your pointless post, yes I made a massive mistake that cost me when I could not afford it, so there is no need to make me feel any worse than I feel about it.
It was in fact their advert that drew me to the pipeline, and yes they hooked me in superbly, and they did in fact give it away for free, 2 days after my 30 days were up, but it never happened to you, so you can insult my lack of intelligence as much as you want!
I was beginning my venture into Unreal, back then so I was naïve as to what I was getting involved in, but that advert was very misleading!
My point is valid.
Your situation is entirely different from what has happened to KeaganWilliams Regarding the 14 day refund period .
He has a legitimate argument IMHO
as it was reasonable to wrongly assume that if an RL support person told him to “wait” that the clock would not be running on his 14 day refund period.
You also say you have $3000 worth of Reallusion software but have not touched it.
Why not?
after paying $660 for the U.E5 auto set up plug in you qualify for all of the updates leading up to the current version of Iclone/CC5
Why aren’t you not following the tutorials and at least getting some usage out of your $3000 worth of software.
Also, what part of the advert was misleading?
If the results were rendered in unreal Engine, Isn’t that kind of the point of you using their auto setup plug in to send your assets over to unreal engine?
I’m still not understanding why you’re accusing Reallusion of doing something dishonest when they only promoted their product just as everyone else does.
You saw the promotions
You had every opportunity to ask questions here in their forms.
You also could have waited and let some of the other early.
buyers use the plugin and ask them how difficult the process was etc
I get that you have buyers remorse,
but you are claiming that you were somehow tricked or deceived into buying something other than what was advertised
A product that you presumably still own, & still functions.
There is no logical reason why you can’t produce renders with it just as styleMarshall and other UE5 enthusiasts are using it to render their content in unreal engine.
Now, if you have genuinely lost interest in Reallusion products, that’s fine(and understandable) too.
However, it’s still a bit unfair to present the case as though Reallusion tricked you out of $660 when you have the exact product they advertised and it performs the exact function that they claimed it does.
@Wyrmaster@AutoDidact Sorry If I’m not following and understanding all the details here.
I might just drop back my previous more simple comment here those following my specific case or recently tuning in.
@Wyrmaster do have, or can you make a new/different thread - so we can dedicate focus to your situation there? Maybe I can ask some questions there to better understand
