Wondershare International Internet United States of America Insist you buy more product when contacting tech support for yours to work, but it doesn't. then they have the most ridiculous 'refund' policy that basically denies a refund, even though never used the product and uninstalled it the same day! BC British Columbia

Why would I retract the truth?   I guess you want to call your lies 'alternate facts'???  And again, I am charged today for a 'auto renewal' for a product I do not have, got a refund for, and never signed up for auto renewal.  You can insist all you want, but simply not true.  I am going to pursue further how you got my payment information (which isn't current, by the way) and you can say I would have received notice of a renewal.  HUh. Not if I do not have a product to renew.  I never received ANY notification since the original complaint was filed.  I have contacted bbb again, I put a stop payment in my account, and I may have to seek further assistance from an appropriate consumer agency.  You can lie all you want, just like US pres., but it does NOT alter the truth!!!

Oh, and there is still freedom of speech here!

Actually, it is my job to try to stop lies and mistruths from being spread about our company. The fact that you continue to try to make a scene regarding a situation that was taken care of, and taken care of with customer care at the forefront is the amazing part.

This isn't the day and age where the "customer is always right", and companies are actually allowed to stand up for themselves. As we handled your situation with grace and integrity, I'll keep replying back to your posts for as long as is required. 

The fact is that our team tried to assist you, and get you taken care of. That keeps getting missed in your responses, and is the part that I'm trying to make sure is put across. We help thousands of customers a day, and have millions of customers around the world. Will we get the odd customer who isn't happy as they didn't get treated like royalty? Of course, and that is the nature of the business. However we do look after each and every customer, and many praise the company and what we do.

I would have hoped that having the situation resolved would have lessened the anger that this customer felt, however that seems to not be the case. It's unfortunate that even when you do help someone, they will still try to make you look bad. 

I do hope that this customer was able to find a suitable solution for what they needed. No program is always going to work for every situation or every person. We understand that our programs won't always work for everyone, and once it's deemed that it won't, we will make sure they are taken care of, and always hope that they are able to get what they need done taken care of.

These people are unbelievable.  this will be my last comment, but really.  Apparently you have no REAL work to do at the software company, or they had to hire you to go around rebutting consumer's complaints because there ARE SO MANY, and they are all the same!!!  Goes to show, doesn't it, how desperate wondershare is.  I stand by my original comments and nothing wondershare can say is of any value or meaning.  the fact that there is obviously someone going around commenting this way is pathetic.

As a member of the company, and also as the member that took care of this customer, I will continue to file rebuttals to everything they say as they are sending falsehoods about the company to every corner of the Internet. The fact of the matter is, that our team did try everything to assist this customer, and even after explaining the refund policy, and how we would help them, all we were greeted with was attacks and threats of legal action.

Everyone from the Wondershare team that worked with this customer, did all they could to help them, and make sure they were taken care of. They seem to believe that the only way to get taken care of was to use the "squeaky wheel" as they state, however all they needed to do was work with our team, and we would have looked after them. The lack of willingness to work with our team is what caused the problem, and the onus for that falls completely on the shoulders of the customer.

Our team and our company always believe in looking after the customer, and getting them the solution they need. This was a case of not being allowed to have the opportunity to assist the customer, and only attacks from them. All of the programs that were purchased in error weere refunded right away, and the team tried to offer assistance. 

As per our refund policy, if the software doesn't work and the customer refuses to work with us, we have checked and are legally allowed to withold the refund. The unfortunate part was that the customer did not allow us to work with them, and then tried to claim that we were not trying to help them. In the end, to avoid the constant attacks, I agreed to refund the customer. The fact that they continue to try to go around the Internet and spread falsehoods is the problem that is making the rebuttals happen. 

This will always be a case of a "he said, she said" situation, and unfortunately the truth will be ignored as it comes from a company, and all companies are considered to be the evil ones that don't care about the people. Sadly as a company that actually does care about the customers, it's hard to fight against that stigma.

My god, these people have gone around rebutting my experience all over....

Yes, I was refunded my money, but ONLY after several complaints.   As I stated, their so-called offer to get the software to work was to have me purchase MORE software and it still didn't work.  At this point, I needed pdf software working the same day, and I was disgusted with the so-called tech support.  It was basic PDF software and I am technically savvy, so if I couldn't use it right out of the box, something was wrong!!!  And not a program I would want to use.  So it was clearly my right, withing 24 hours, to ask for a refund.  And if you read their 'refund policy' it clearly state all their limits to providing a refund, which is pretty much everything.  Basically for all intents and purposes you ARE denied a refund.

They are now concerned about their reputation, when if you do a quick search online you can find many stories similar to mine.  I will NOT retract my statement just because I FINALLY got a refund, but only after being a squaky wheel!

As far as I know, this specific customer was refunded and got their funds returned to them. We will never willfully withold a customers funds if the program is not working properly. Our team will always try to assist, however there will always be exceptions, and sometimes a software will not work on a specific computer.

As we understand the value of using our programs, we do like to try to see if we can get the program to operate properly, and if that doesn't fix the program, we will offer an alternative software or a refund, the customers choice.

I would hope that the customer would be willing to retract their statement, as it is not correct since we did take care of them properly in the end. It may not have happened as quickly as it should have, however we will always take care of our customers.