- Report: #1086902
Report - Rebuttal - Arbitrate
Complaint Review: SurfRight
SurfRight7550 AZ Hengelo, Other Netherlands
SurfRight SurfRight B.V.Emsisoft Anti-Malware HitmanPro SurfRight HitMan Pro - Ripoff Hengelo Other
*General Comment: Does anybody have HitmanPro Customer Service Number?
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HitMan Pro is a very good antivirus software, so good I decided to purchase a three year license for my personal computer. I did not know HitmanPro relies on a licensing scheme which punishes users for multiple re-installations on the same computer.
I am a software & network technician for several companies. I am responsible for recommending software for companies specific needs, and implementing software installations for them. I regularly review software on my personal computer installing, testing, network implmentations and uninstalling etc.
Because of always installing and uninstalling software, my PC usually gets sluggish, excessive registry entries, leftover files, and oftentimes corrupted by previous installations and uninstallations of software. I usually reinstall my operating system every 4 to 6 months depending on its performance. With every fresh reinstallation on the same computer I reinstall my purchased 3 year licenced copy of Hitman Pro antivirus.
About a year later, after installing Hitman Pro I came to the point where I could not register Hitman:
"This products key has reached the maximum number of activations"
Thinking no problem, I will just contact them and let them know of my situation. Afterall I installed Hitman only on one computer.
I spoke with a woman named Lisa Turkenburg, the "Support & Office Manager". She resetted the license.
Months later, here I am with the same issue. Reinstalled my operating system, reinstalling Hitman Pro. So I contacted Lisa Turkenberg again and explained the issue and the persisting licensing shortcomming of Hitman Pro. I explained:
"You really need to change the way your licensing/activation system works. Someone like me will continuously have to email you to get my activation limit raised. My suggestion is you fix your activation scheme to tie the software to the end user's motherboard brand & model, such as windows activation does. This would alleviate this type of issue."
Lisa Turkenburg's response:
"I can only reset a key once, and the last time I did that already. I am not able to reset keys multiple times"
My final reponse:
"Since you are holding my license registration key hostage, and will not reset my activations, I am forced to request a refund for my purchased software for which I still have remaining time under the license. I would like a refund for the time remaining on my license for which I did not use. I would also like to point out, your company has a terrible business practice and ethic. Fully understanding my situation you insist on giving me no option but to walk away having paid for something I cannot use. I should not be held responsible for your software's licensing limitations, and inability of your programmers to rectify the activation issue arising in my case. Or do you think people in my situation will just pay for another license? Do you consider this a good business practice?" I can assure you, I will never be using any of your software again and advise my constituence as well to steer clear from your company."
I even asked for a refund prorated for the remainding time I had left on the license:
cleverbridge processes payments on behalf of SurfRight. As they ultimately receive
your payment for this order, we forwarded them your refund request for review.
We must inform you that the software publisher has not agreed to the refund.
If you would like to inquire further, please contact the software publisher at:
cleverbridge Customer Support
Management: Christian Blume, Peter Blunck, Dr. Oliver Breme, Martin Trzaskalik, Craig Vodnik
Supervisory Board: Dr. Michael Inhester (Chairman)
Registration: HRB 58900 Commercial Register - Local Court of Cologne
Well, that is it. No license resetting, no refund, no customer support,
nothing. Just take the money and run. If this is not a testement as to
the type of business ethics SurfRight practices, I dont know
what is. My advice to anyone who
purchases this software be aware, SurfRight will not fix this problem
and will essentially:
RIP YOU OFF when it comes to an issue like mine.
I wonder if Mark Loman, the developer of HitmanPro is aware of this
Surely any reputable company owner would fix something like this.
This report was posted on Ripoff Report on 09/24/2013 09:24 AM and is a permanent record located here: http://www.ripoffreport.com/r/SurfRight/Hengelo-Other/SurfRight-SurfRight-BVEmsisoft-Anti-Malware-HitmanPro-SurfRight-HitMan-Pro-Ripoff-Hen-1086902. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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