Report: #608349

Complaint Review:

  • Submitted: Fri, May 28, 2010
  • Updated: Sat, May 29, 2010
  • Reported By: 82dodger — Princeton British Columbia Canada
    235 Montgomery St., Suite 1025,
    San Francisco, California
    United States of America - DivX online shop of asknet AG Purchased DivX Pro Jan 2, 2010. asknet denies any record of this purchase. San Francisco California

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On Jan 2, 2010, I purchased DivX Pro as directed by their website/store, for U.S.$19.99. An acknowledgement duly arrived advising me my order was accepted. Order number and customer number were included. My credit card was charged as authorised, and the information in the order confirmation stated the amount would be credited to

The downloaded DivX program worked as advertised. I did not have occasion to use the program again until April, 2010. I was advised that the video I was attemting to convert to DivX needed an MPEG-2 plug-in, which I could purchase for only $9.99. I did so, and then attempted to use the original DivX Pro once more, but was advised that my "Free Trial Period" had expired.

I e-mailed DivX support and quoted my customer number and order number from Jan. 2, 2010, asking why the paid-for program was not working. The response was as follows: (copied and pasted) "
We have tried but could not find the purchase records for the email address you provided. Please resubmit your request with the email address that you originally used for purchasing the DivX software.

To make sure you are eligible for the upgrade discount, please check the eligibility requirements:

- The DivX Team" "

I thought I may have mis-typed the info. After 5 more inquiries, the same message kept coming back. I then contacted my bank, via e-mail. Although the purchase in question was over 90 days old, I received an instant credit for the original amount, as a "courtesy". But now I have a ten dollar plug-in that is useless, and I'm not really comfortable re-ordering the original program. This whole thing is smelly.
Anyone have an alternate source for buying DivX?
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