Paragon Software Group

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] THe Tech Support Marco said I was not eligilbe so I had to buy it, but the email I sent showed I was supposed to receive a free upgrade So I am asking that I should get a full refund for making purchase it even though the system email showed I was available for a full upgrade!!!!

Hello, Our records indicate the customer has had access to the referenced product through Paragon's online user portal, since October 10, The customer should contact Paragon for further assistance at 888-647-5462, or review previous email communication, which outlines how to gain access to the softwareBest regards, [redacted] Paragon Software Group

Hello, To obtain a refund, the customer will need to contact Paragon's e-commerce provider who processed the order, Cleverbridge Cleverbrdige can be reached at 866- [redacted] Customer should reference the ***saction email from [email protected], as to have their order/reference number available at the time of call Please let me know if we can be of further assistanceBest regards,***

As if losing an entire hard drive due to partition corruption isn't enough! DO NOT waste your time downloading the massive Rescue Kit to see if your files are recoverable.
Despite it being "FREE" it's not.
After it extracts itself to a TEMP folder (who knows what sort of mal or spyware these fks are also installing?!),
You're IMMEDIATELY told you need to supply a a product code and serial number!
Clicking the link show takes you to a page
https://www.paragon-software.com/free/rk-free/#resources
where you can BUY a massive/ $$$ suite of shiza that states:
"Rescue Kit Free Edition functionality is available as a part of Hard Disk Manager for Windows:
Download Paragon Hard Disk Manager for Windows 64bit"
So in closing fk Paragon and their bait and switch BS on people dealing with likely the most stressful issues one can face on a computer!
I'd contact them directly but they won't allow that unless you register!

Hello,To obtain a refund, the customer will need to contact Paragon's e-commerce provider who processed the order, Cleverbridge. Cleverbrdige can be reached at 866-***. Customer should reference the ***saction email from [email protected], as to have their order/reference number available at the time of call. Please let me know if we can be of further assistance.Best regards,***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
THe Tech Support Marco said I was not eligilbe so I had to buy it, but the email I sent showed I was supposed to receive a free upgrade.  So  I am asking that I should get a full refund for making purchase it even though the system email showed I was available for a full upgrade!!!!

Hello,
Our records indicate the customer has had access to the referenced product through Paragon's online user portal, since October 10, 2015.  The customer should contact Paragon for further assistance at 888-647-5462, or review previous email...

communication, which outlines how to gain access to the software. Best regards,
[redacted]Paragon Software Group

Hello,
To obtain a refund, the customer will need to contact Paragon's e-commerce provider who processed the order, Cleverbridge. 
Cleverbrdige can be reached at 866-[redacted]. 
Customer should reference the [redacted]saction email from [email protected], as to have their order/reference number available at the time of call. 
Please let me know if we can be of further assistance.
Best regards,[redacted]

Hello,Our records indicate the customer has had access to the referenced product through Paragon's online user portal, since October 10, 2015.  The customer should contact Paragon for further assistance at 888-647-5462, or review previous email communication,...

which outlines how to gain access to the software. Best regards,[redacted]Paragon Software Group

BEWARE: Very poor support. I was unable to release my licence and so contacted support and opened a ticket. I was told it would be sorted out within 3 days. Ive been waiting 5 days and still no response to my support ticket. No contact at all from them, so poor.

Review: I am a user of NTFS 12 and in their email they said I was eligible to free upgrade for NTFS 14. Even when I checked their compatibility tool it said I was eligible. So when I went to get the NTFS 14 upgrade they made me pay for it . They do not even respond to me after I sent them this fact.

Oct 2

Thank you for choosing Paragon Software!

Because you are the registered user of Paragon NTFS for Mac 12, we offer you a free upgrade to the new version of NTFS for Mac 14. NTFS for Mac 14 comes with full fledged support of

Mac OS X 10.8-10.11 El Capitan and - once again - increased [redacted]sfer rates for r/w operations on SSDs.

Along with the release of Paragon NTFS for Mac 14, we're also renewing our customer portal.

Since the old My Account is starting to show its age we’ve developed a brand new portal so we can meet current and future requirements for user-friendliness and security and expand our customer service.

To access your free NTFS for Mac 14 upgrade licenses, you need to access your new MyParagon account.

Please use the link below to create your password. https://my.paragon-software.com/#/[email protected]&co...⇄ />
Your Login: [email protected]

IMPORTANT! If you update to the OS X 10.11 El Capitan, your current version of NTFS for Mac 12 will not work.

NOTE: Please note that the number of emails received from Paragon Software depends on the number of licenses you've got of NTFS for Mac 12.

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The email [email protected] is a no reply address.

To contact us please write to [email protected] or use the below contact data.

Paragon Software Group

Germany * USA * Japan * Poland

United States Fax: +1-888-240-8993

Germany Fax: +49 (0) 761 59 018 - 130

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SALES : [email protected]

Business

Response:

Hello,Our records indicate the customer has had access to the referenced product through Paragon's online user portal, since October 10, 2015. The customer should contact Paragon for further assistance at 888-647-5462, or review previous email communication, which outlines how to gain access to the software. Best regards,[redacted]Paragon Software Group

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

THe Tech Support Marco said I was not eligilbe so I had to buy it, but the email I sent showed I was supposed to receive a free upgrade. So I am asking that I should get a full refund for making purchase it even though the system email showed I was available for a full upgrade!!!!

Business

Response:

Hello,To obtain a refund, the customer will need to contact Paragon's e-commerce provider who processed the order, Cleverbridge. Cleverbrdige can be reached at 866-[redacted]. Customer should reference the [redacted]saction email from [email protected], as to have their order/reference number available at the time of call. Please let me know if we can be of further assistance.Best regards,[redacted]

Review: When a consumer purchases software almost all companies require them to agree to a contract that makes them immune from suits even if their product fails to perform any of its expected functions and their service does noting to remediate problems. The only recourse for the consumer is, through the Revdex.com and other web resources, to get the company to recognize that their reputation is in jeopardy when they engage in bad business practices.Their computer backup programs were been given favorable reviews and my purchase of version 12 of Paragon Backup and Recovery Home was made expecting that they would live up to these reviews and their advertising.With storage media relatively inexpensive one needn't buy backup software to keep compressed copies of data files. It is easy enough to copy those files to another drive. The real reason is to minimize the effect of catastrophic hardware failures and to be able to recover from them without having to re-install dozens of programs and spend days doing so. This failure can be even worse if one needs to recover on a machine which is not identical to the one which failed. This is what Paragon claims to be able to do, even in a Windows 8 environment, which was the reason for my purchase.But, when I first put Paragon Backup and Recovery Software to the test with a new Toshiba Laptop their Removable Media Backup gave an Error Code 13 which is not explained. Their Knowledge Base (KB) does not include error code 13, in fact, it does not even include versions 11 and 12 of their software. Email support needed to confirm my identity because they never asked for a serial # upon submission. They did not explain the error code. They suggested installing a later version from an account associated with my former email id. I did so and told them it failed. They responded as though I had not told them this. I also recounted further problems with the Boot Media builder and they did not respond. I called their office to complain and got a patronizing answer.Desired Settlement: I have called their offices and was promised a call back but received none. I called their President, [redacted] and got no call back.I expect: (1) Return Calls from Paragon at my Hawaii vacation number ###-###-####.(2) Explicit answers to what code 13 is and why I get that error. (A call if they don't know).(3) Updates of their Knowledge Base so users can get help.(4) Emails to all registered users to alert them that WinPE cannot be used from their SW.(5) A solution to BMB problems.

Business

Response:

Prior to receiving your letter, Paragon has made several attempts to assist Mr. [redacted] from December 15th, 2013 through December 24th, 2013, promptly after his initial concerns were expressed via Paragon’s support website, with follow up attempts occurring via both email and phone.

Paragon has since been unable to make direct contact with Mr. [redacted] via phone, at the preferred number he’s provided in the Revdex.com complaint. It’s important to note that the number provided does not appear to have voicemail associated with it, so we are unable to leave him a message requesting a return call. As a result, further contact via email has been initiated, to once again try resolving all concerns.

The following points are worth noting in this case:

1) Email communication with Mr. [redacted] was never interrupted and provided graciously, since he is outside of the term for free technical product support. According to Paragon’s complimentary support policy (http://www.paragon-software.com/support/services/), technical support for this product was made available via Paragon’s website and email-based communication only, for the first 30 days after purchase; support expiration occurred on November 5th, 2013.

2) It’s possible Mr. [redacted] is unaware of Paragon’s updated Knowledge Base, which contains references to Paragon’s latest products, as it was not requested via prior communications. A link to Paragon’s Backup & Recovery specific content can be found here: [redacted]/article/category/windows/br

3) Mr. [redacted]’s request to “notify all Paragon users that the WinPE recovery environment cannot be used with their software” actually occurred back in March of 2012, in regards to specific product offerings at that time. There’s possibly a misconception as to which products were affected by changes to Microsoft’s WinPE distribution license for independent software vendors, such as Paragon Software Group. Prior to Microsoft’s changes to WinPE-based media distribution, Paragon notified its entire user base of the changes that would be occurring, effective March 30, 2012. The notice specifically informed users to download the WinPE media prior to the changes taking effect, and that: “After March 30th, it will no longer be possible to download the WinPE recovery environment using your account! Customer service/support will not be able to send it retroactively!” Paragon’s latest products offer WinPE-based recovery media solutions, fulfilled according to Microsoft’s requirements.

Mr. [redacted]’s account was notified of this change, prior to the effective date. The message pertained to Backup & Recovery 10 Home Edition, which had been purchased back in 2011. It does not pertain to Mr. [redacted]’s more recent purchase of Backup & Recovery 12 Home Edition. Account information clearly states this.

In conclusion, Paragon Software Group is taking all available and necessary efforts to resolve this customer’s concerns.

Please let us know if this matter requires Paragon’s further attention through the Revdex.com.

Best regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Companies that care about their customers would, after an incident like mine, have apologized rather than claiming they did nothing wrong as Paragon Software has. First, let's be clear about a few facts: