WhiteSmoke Inc.

Review: In November 2013 the company WhiteSmoke (a spelling and grammar checker) advertised for the new online version of WhiteSmoke which was going to be available in December 2013. I bought the upgrade of the new WhiteSmoke at that time. The new version did not actually become available until four months later this is false advertising. What’s more, the company never even contacted me to let me know about delays.

I had to contact the company repeatedly to ask about the new version and when it would be available. The company never gave me a definite date. I finally got access to the new version and discovered that it did not work with my Microsoft Office Suite. Therefore, the new version was useless to me.

The customer service department kept going back and forth with me via email (they do not have a 800 number for customer service) and telling me to try all sorts of different things to make the service work. I finally found out that it did not work with my office suite. At this time I requested a refund and an access code so that I could reinstall and continue to use my previous version of WhiteSmoke that did work with my program. At this point, customer service ceased all communications with me. I have repeated reached out (via email) and asked them to refund my money and allow me to reinstall my previous version and they have yet to reply. This has been two weeks ago.

I would like a refund for the WhiteSmoke v8 version that I paid for and does not work with my computer. I would also like to be able to reinstall a previous version (which I paid for) that I had to delete in order to install the new version that did not work.

This is the last time I am asking to be refunded for my purchase of WhiteSmoke v8. It does not work in my 2003 office suit. I want my Paypal accounted credited with the exact cost that I paid. I also want to resume using the version of WhiteSmoke that I was previously using. I have waited for a week and no one has responded to my previous request. My next step is the Attorney General office.

The above was my previous complaint. Since then Whitesmoke has given me back the 2011 version that works on my computer. Whitesmoke also promised me a refund if I would supply them with an invoice from Paypal which I have done twice over the last three months and Whitesmoke has not responded once. I have been dealing with issue since Oct of 2013.

To recap, I did receive the 2011 version I previously paid for however, I have not received the refund for the Whitesmoke V8 version that I paid for through PayPal that did not work on my computer.

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Date payment is due May 2, 2014

Amount $39.99 USD

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Oct 23, 2013 13:52:34 PDT

Transaction ID: [redacted] Hello [redacted],

You sent a payment of $39.95 USD to WhiteSmoke Inc.

([email protected])

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Description Unit price Qty Amount

Whitesmoke Products $39.95 USD 1 $39.95 USD

Subtotal $39.95 USD

Total $39.95 USD

Payment $39.95 USD

Payment sent to [email protected]

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You can receive plain text emails instead of HTML emails. To change your Notifications preferences, log in to your account, go to your Profile, and click My settings. [redacted]Desired Settlement: I want the refund to my PayPal account for $39.00 ASAP. No more delays, I will not close this compliant until the funds have been deposited into my PayPal account.

Business

Response:

The payment has been returned to the customer.

I am a long time user of WhiteSmoke, and very useful software, but it stopped working. When I go to their site and enter my password looking for support none of their options are working. I leave a written accounting of my problem expecting a response and I am yet to get one. Meanwhile, when trying to re-download the software I get a notice that, "Your license has expired", which comflects with my payment history. They withdraw recently November 2015) from my account $119.00, which is comfirmed by their accounting service (BlueSnap) and my checking account. I only wish to have the software working as it once did and as I am paying for. I am yet to get a response and I have made several inquriers per their website.

Review: On June 15, 2014, I purchased the WhiteSmoke 2012 - Premium Edition (lifetime version) with a promise of lifetime update when a new version comes out. A new version came out but costumer service does not respond to my emails or requests for a code for the new version.Desired Settlement: As promised, I want receive the update for the latest version of the software.

Review: WhiteSmoke inc. are the author of a spell checker software, and they have a version available online. I bought the right to use their online software for one day for 1$ using my credit card to check a single document. When I received my latest credit card statement, I noticed that the company billed my credit card 1$ everyday since the day I made my purchase, and they continue to do so. Nowhere during buying process was it mentioned that the purchase would be renewed automatically. It was not mentioned on the purchase statement either and no renewal notice is sent. I tried to contact the company using their chat services, and was told they couldn't help me. I tried to contact them over the phone, but a message refers callers to their chat service. I tried to contact them by email, but have no feedback.Desired Settlement: I want them (WhiteSmoke Inc.) to refund the unauthorized billing of my credit card. The authorization was only for 1$ for one day, and not 1$ everyday.I also want them to change their web site to make it clear that they are renewing subscriptions automatically so that others don't run into the same problem.

Business

Response:

[redacted]

WhiteSmoke's Daily Subscription Plan was created to allow users to use the full features of our software for a short period of time. It is extremely beneficial for users who wish to try out the features before they commit to a more permanent plan, and to people who want to use it for a short period of time.

The Daily subscription's plan payment terms are clearly shown on the order page where you enter your credit card details. I've attached a screenshot. The text reads:

Recurring Payment Terms: First charge $1.00 then $1.00 every day.

WhiteSmoke is a respectable software company which provides the best grammar checking services on the market to millions of users. We are not interested in ripping anyone off, but we are also not going to provide our service free of charge. Our cancellation policy is a 30-day 100%-money-back guarantee, for any reason, to users who purchase Yearly/Lifetime plans. This is not the case for Daily/Monthly plans. However, we have looked at your actual license usage, and we can see that you did not use it so as a gesture of good will, we are refunding all charges.

Best regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Review: On February 27th 2014, I purchased Whitesmoke product. As I was not satisfied with the product, I filed a moneyback request within the 30 day period the whitesmoke representative said I would get the money back.

On March 14th I filed the first request and received an automated message. Then, on March 21, I contacted Whitesmoke by email again, resubmitted a moneyback request, and received a message saying that my request had been tranferred to billing department.

Then on April 8th, I contacted Whitesmoke again and April 9th received an email saying that a representative would contact me within 24 hours. No one had contacted me to this day.

Ticket ID: [redacted]Desired Settlement: I want to receive the money back, as advertised at the time of purchased.

Business

Response:

Dear [redacted]

We've received your complaint and have reviewed the case.

It appears that there was some communication failure between us, as we have received your request for a refund on 2014-03-21 and have replied to you via email on 2014-03-22, but have never received a reply back from you. We do apologize for this, as emails are not a guaranteed method of communication.

Seeing as your request date qualifies for our 30 day money back guarantee, we have refunded your payment is full and you should see it on your credit card bill (Visa ending with 8499) within 72 hours.

In addition, we would like to apologize for the delay in providing you with the refund, and are going to keep your license for WhiteSmoke active. You may continue using your software.

Best regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I have used this software in the past on a year by year purchase basis. I haven’t used this software for several months and no longer have it installed on my computer. I had no need nor wish to renew it. On August 2, 2015, with no prior notification, I received an email stating that my credit card had been charged $59.95 for an automatic renewal. I never signed up for auto-renewal! I immediately emailed the company and received no response. I called the company number and received a voicemail, I left a message yet have received no call back. I again filled out a contact form on their website. I have still received no response.Desired Settlement: I want a full refund, this account to be canceled and closed, and no future automatic renewals!

Business

Response:

The only contact we are able to locate from this customer is from Friday August 7th 2015. This was sent after business hours and as such was not handled until earlier today, Monday August 10th.The customer's payment of $59.95 was refunded in full.

Review: I have trouble with whitesmoke not working on my computer. I have contacted by phone several times and mail box is full or will return call if leave message. I have left a message several times with no return call. I have contacted live chat several times and the operator tells me what to do and it does not resolve my problem they tell me to contact support. @ whitemoke I have emailed support several times with no response. I contact live chat again and the operator will only response about my complaint with thank you for contacting whiesmoke. I told the operator today if I don't receive help I am contacting the Revdex.com. The operator just says thank you for contacting whitesmoke. What kind of answer it that.Desired Settlement: To have my whitesmoke grammar working on my computer

Review: This is the first company that I have dealt with that sells you a lifetime product, and then tells you their having problems with their servers supporting your older product, but as a great incentive they will give you 80% their NEW product - again lifetime! False advertisement and failure to perform committed services.Desired Settlement: Refund or give the owners of the previous 'lifetime' product the new upgrade for free!

Review: I pre-ordered Whitesmoke V8 in October and was promised as soon as it was released (which was supposed to be a month) I would receive a download and the codes that went with it. It is almost April the software was released several weeks ago if not a month ago and we are still waiting. To top it when I called a month ago I called three times and got the same person who was extremely rude and when I asked for a supervisor I got hung up on.Desired Settlement: I would like an apology for the poor customer service and a refund for the software that I never received.

Review: I have called and called this business, but to no avail. Furthermore, I have tried to use their live chat, but that does not seem to wrok. I have emailed and someone emailed me back once inquring about my issue, and I emailed them back. They never emailed back. I asked through email format if they could change my due date from the 25th to the the 29th of every month. Clearly, this did not happen as the debited my account on the 25th of this month. and an extra charge was given due to ISF. Hence, my week long phone calls and email in order for this not to happen.Desired Settlement: Someone needs to call me back so that I can either cancel my account or they change my billing cycle, period.

Business

Response:

Dear [redacted]

We've changed your monthly billing day to the 29th. In addition, we've given you one extra month free of charge. Your next payment date is 2014-11-29.

Best regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I downloaded their product, but when I tried to use it I had to give it permission to control my computer. I refused to do that. I immediately removed it from my laptop and emailed their customer service asking for a cancellation and a refund. I explained my problem and their only response was that their product did not need to control my computer. Apparently they are not familiar with their own product.

I asked for a refund and a cancellation. Whitesmoke closed the ticket without providing a refund or a cancellation. I have tried for fourteen days now to get this resolved with absolutely no response from the company. I've filed multiple tickets, called and tried to email. Noting.

I want the subscription cancelled and my money refunded.Desired Settlement: cancel my subscription and refund my money.

Business

Response:

The software does not attempt to control the computer. The software uses hot-keys to allow the user to import and export text, which requires security settings to be altered on some Mac computers, such as the one used by the end-user.

Our support team first attempted to assist the user with this, as once it is clear what settings are needed to be altered there is absolutely no reason to assume the software requests to control the computer.

When the user refused to receive assistance, an alternative solution which does not require installation was offered, which the user has declined and chose to opt for full cancellation.

While the cancellation request was being handled by the appropriate team, the user created multiple tickets for the same issue which resulted in them being closed as duplicates.

The user has been refunded in full ($14.95USD) to Visa card ending with 1895.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I agreed to and purchased a lifetime contract with White Smoke. I was advised that a upgrade version would soon become available and I would automatically receive the upgrade as part of my contract purchase. Since that time my White Smoke program has stopped working. I contacted their support and finally received a reply that they upgraded their system and it caused the older versions of White Smoke to stop working. They went on to explain it was due to the upgrade they had spoke to me about previously. They then offered to give me a discount on another contract with the upgrade version in order for me to use White smoke. Paying for an upgrade is not what they had told me I would have to do when I purchased my contract. They also are not honoring the lifetime contract I purchased. I also received other replies others had made with the email I received and discovered several others are experiencing the same issue.Desired Settlement: I would like to have my contract of lifetime subscription honored so I can continue using the grammar and spell check program.

Review: I purchased Whitesmoke 2012 almost exactly a year ago. It was supposed to be a Lifetime license/key. About two weeks ago the program stopped working, saying the key had expired and that I needed to upgrade. Contacted several times, it has been weeks and no answers in the least. Although I keep getting e-mail after e-mail with them trying to get me to purchase their "new" product. All I want is what I paid for. A fully functioning copy of Whitesmoke 2012. I paid for a lifetime license, that is what I should get.Desired Settlement: I would like my lifetime license key or a refund.

Review: WhiteSmoke advertized an updated software product and solicited pre-orders for the product. WhiteSmoke gave a software release date of November 2013, but never made good on the product - there was NO COMMUNICATION on their part saying the product would be delayed or that the software launch was a bust. WhiteSmoke does not have any real customer service staff or system in place to really respond to complaints or customer concerns. WhiteSmoke lists an 800# on their website which is merely for the impression of being a legitimate business. To their credit, they have created a very good 2012 edition of their writing software. I pre-purchased the "updated" version on the strength of my experience with 2012, 2010 and 2008 version, but as it stands now I do not have an updated version and they have my money. Likewise, I get a message now saying my 2012 older software registration has expired and I am have no product at all now.Desired Settlement: Please refund my money and allow me to have my older version of WhiteSmoke which is a good product. Husband is in graduate school and this older version product has been very helpful to him. PLEASE & THANK YOU

Review: Whitesmoke installed a browser on my computer with no authorizationI made no request to have this product downloaded on my computer.Desired Settlement: I would like whitesmoke to pay to have a computer repair service come to my home to ensure the product is completely and safely removed from my computerI would not like to have the company alter my computer in anywayI also do not trust the directions that they suggested I take to remove their program from my computerI would like my computer to function as it did before this company come into my life
Business
Response:
[redacted]
I am contacting you because we received notification from
the Revdex.com that you had lodged a complaint with them against
our companyI understand that you have unintentionally installed our toolbar
and would like to have it removedFirst of all, I would like to apologize if
our toolbar has caused you any inconvenienceIt is packaged as an add on to
hundreds of different products and browsers online and distributed through a
vast affiliate network and works as an extremely useful tool for grammar
checking and translationHowever, if you do not have any use for it we are
happy to assist you in uninstalling it
If you would like to do this on your own it is very simpleYou can follow the
instructions here: [redacted]
Alternatively, if you would like assistance from a friendly
staff member, kindly contact [redacted]
and CC our support team at [email protected]
and they will assist you with a remote session to remove the toolbar,
completely free of chargeAlternatively, you may call the toll free number in
my signature and ask one of the representatives here for a remote session
Please inform them that I have added you to our priority queue so you
are assisted the same day
If you have further questions please do not hesitate to
contact me