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.
