Avanquest Software

Company Response: We have removed customer from all Marketing Email Promotions

Initial Business Response / [redacted] (1000, 5, 2016/01/19) */ Company Response: After reviewing Mr [redacted] 's complaint, I have authorized a manual check to be sent to him at the address provided in this complaint in the amount of $We apologize for the inconvenience and I will be having the check sent by our accounting department and having the check sent FedEx Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ Company Response: Mr [redacted] purchased Family Tree Maker(r) Deluxe Download on 07/05/Mr [redacted] had the opportunity to purchase the extended download for 2-years for $or a backup disc for $Mr [redacted] did NOT purchase either the extended download, nor did he purchase the backup discWhen purchasing a download version, the download is only valid for days to downloadMr [redacted] states that he had successfully downloaded the software and only needed the download again because HIS computer crashed (which is not the fault of our company)Had Mr [redacted] purchased either the extended download or the backup disc, there would be no complaint filedAs an one time courtesy, I have sent the download link and have reset his download counter in order for him to re-download the programOur customer service hours of operation are clearly stated on our website as Monday- Friday, 8:00am - 4:00pm PDTPhone number: XXX-XXX-XXXXSince Mr [redacted] has been emailed his download link to redownload the software, we consider this case closed...dm

Final Consumer Response /* (2000, 6, 2015/08/26) */
This case has been resolvedThank you for your assistance
*** ***

Initial Business Response /* (1000, 8, 2016/05/06) */
Company Response: Responding to each request below:
Drive Erase: Two rebates of $each mailed directly, Codes DEWand XXXXXFXXXXXXXX respectively, MIR checks NOT RECEIVEDTotal MIR $Copies of Original Documents mailed, attached
and also attached via email
ANSWER: Rebate ID #XXXXXXX for DEWwas replaced with code DEPAQCheck for $was mailed on 01/15/2015, check number XXXXXXXX and cashed on 03/12/Rebate ID #XXXXXXX for item XXXXXFXXXXXX for $was mailed on 09/14/2014, check number XXXXXXXX and cashed on 10/29/
Registry Utilities: One Rebate, Code RUP10-S for $10, NOT RECEIVED for Order ID: XXXXXXXCopies of Original Documents mailed, and also attached via email
ANSWER: Rebate ID #XXXXXXX was missing the box top but as a courtesy, we processed the rebate for $Check number XXXXXX was sent on 04/28/via FedEx Tracking with tracking number XXXXXXXXXXXX and delivered to customer address on Mon 5/02/XXXX XX:XX am
Photo Explosion Deluxe: Two Rebates, codes PED520-S and XXXXXFXXXXXXXX-S for $each, order ID #s XXXXXXX and XXXXXXX respectively Received one check for $NOT RECEIVED second check for $20, reason givenmail lost in transitCopies of Original Documents mailed to company, and also attached via email
ANSWER: This is for Rebate ID: XXXXXXX and rebate ID #XXXXXXXRebate ID #XXXXXXX is not being paid as we are missing ALL rebate requirementsRebate ID #XXXXXXX for $20.00, check number XXXXXXX was mailed on 02/10/and cashed on 03/10/
In closing, we have fulfilled our obligation in sending all of the rebates customer in entitled to as well as processing a rebate as a courtesy where we were missing a requirement when the customer failed to provide the required box topWe are closing this complaint as we have fulfilled all of our requirements...dm
Initial Consumer Rebuttal /* (3000, 10, 2016/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Madam/Sir,
I am NOT satisfied with the answers given by Avanquest, reasons mentioned below:
Avanquest has mentioned that Rebate ID #XXXXXXX was missing the box top but processed the rebate for $as a courtesy, this is totally untrue as the COPIES of the original MIR had been emailed on Jan and NEVER received the $back until this notice
For Rebate ID #XXXXXXX for $20, originals were mailed within the stipulated date and I have also EMAILED COPIES of the original documents on Jan to ***@avanquestusa.comSurprisingly, the company is still denying that the original MIR documents with required original Proof Of Purchases with purchase receipt from FRYS.com have not been received! They have received the forwarded copies through email on Jan and that is more than enough proof that the original documents were mailed
I would still request that the malpractice done by the company in refunding MIR checks to number of customers like me must be investigated
The following is the latest status from their website for Rebate ID: XXXXXXX ***
Your Rebate Status
E-mail Address: ***@hotmail.com
Last Name:
Rebate Tracking#: XXXXXXX
Your Rebate status:
We have not yet verified your rebate materialsYour rebate will continue processing once your materials have been validated as complete
***
I have purchased to products of Avanquest from FRYS.com and with each MIR on the product I have had trouble getting the rebate check(s) back and therefore, I suggest that the company's practice of refunding MIR must be investigated and I MUST get my $Check for Rebate ID: XXXXXXX ASAP
Thanks
AA
Final Business Response /* (4000, 12, 2016/05/11) */
Company Response: Avanquest Software does NOT practice malpracticeIn fact, we are rated by the Revdex.com with an A rating (http://www.Revdex.com.org/central-california-inland-empire/business-reviews/com...⇄ have even processed one rebate for customer *** *** (Rebate ID #XXXXXXX) that was missing the box top but as a courtesy, we processed the rebate for $We have done everything to satisfy this customer and we consider this complaint closed...dm

Company Response: Company sent customer Jain the rebate check on 03/02/As stated for rebates, we (the company) is not responsible for lost or stolen mailAs a gesture of good faith, we are sending customer Jain a new rebate check in the amount of $(refund check #2***2)Please allow
5-business days for the check to arriveThere will be no other compensation due to customer Jain

I am rejecting this response because:Thanks for goodwill gesture but still I would like to know why company isn't responsible for stolen checks or mailsIt is your duty to get things delivered to customer.What is the proof, did you ever send check to me or notIt's just like, we have sent you something and it is lost, no way, am I responsible for it, if its not delivered to me.Also, I look for compensation for delayed rebate checks and the inconvenience Avanquest Software, USA has caused to me

Initial Business Response /* (1000, 5, 2016/02/16) */
Company Response: Mr***'s refund was sent on 02/10/in the amount of $(check number XXXXXX)Per our website, it takes approximately 6-weeks to process refundsAvanquestUSA returns the full amount that you paid for the product
We can not credit back any taxes collected by the store you purchased it from (unless you purchased the software online from our e-store), nor can we pay shipping & handling fees back to AvanquestUSAMr*** did not purchase System Suite Professional from our website, but at Best Buy
Initial Consumer Rebuttal /* (2000, 7, 2016/02/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received from Nova Development, Incon Feb20, 2016, a postcard from Nova Development Incstating it was a refund check for $39.99, which was the amount that I paid for the computer program and that was the agreement as I remember it on the boxThere was not to be any tax refund, nor any shipping charge refund, just the price for the productThis is just a postcard with very, very, little informationI do not know if the bank will even accept it as a check, as it is typed on the back of a post card pay to the order of *** *** $My address, and ID: XXXXX with my addressThe other side is blankIt came through the mail with all information exposed for all to read or copyIt was in no envelope nor folded overIt appeared to be a post card like a scam for money and I almost thew it away, but I will present it to the bank and see if they will accept itI appreciate your help in this matterI had no knowledge of any complaints filed against this countil I went back to a store that was selling them and got the e-mail address off it and you were on that siteI don't know why, but I thank you

Initial Business Response /* (1000, 5, 2015/08/31) */
Company Response: Ms*** was sent a refund check for refund ID #XXXXX in the amount of $on 2/20/(check #XXXXXX) which was cashed on 03/03/Ms*** was also sent a fefund check in the amount of $on 7/13/which has not
yet been cashed (check #XXXXXX)As a one-time courtesy, I'm authorizing a replacement check for $(check #XXXXXX be sent FedEx with tracking number XXXXXXXXXXXX for refund ID #XXXXXCompany considers this complaint closed...dm

Initial Business Response /* (1000, 5, 2015/12/11) */
Company Response: As a one-time courtesy, I have authorized a refund for $39.99. Check number XXXXXX, FedEx Tracking number XXXXXXXXXXXX to be sent to customer. Any further refund submissions without the sales receipt will be rejected as our...

company requires the proof of purchase. We consider this complaint closed and to the customer's satisfaction...dm
Initial Consumer Rebuttal /* (2000, 7, 2015/12/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Company Response: We have removed customer from all Marketing Email Promotions.

Initial Business Response /* (1000, 5, 2016/01/26) */
Company Response: Mr. [redacted] contacted our Technical Support Department (not customer service department) and here are the findings from Tech Support: Mr. [redacted] submitted one ticket from a year ago with issue involving printing W2. A week later,...

the update was released and his issue was resolved. Second ticket from yesterday (1/25/2016), customer is trying to print W2 again. He has an older version. Technical Support Agent advised him to upgrade to latest version. We offer a 90-day money back guaranty and Mr. [redacted] needs to purchase the new updated version as explained to him from our Technical Support Department. The version he order worked properly for the year he was printing W-2's.

Initial Business Response /* (1000, 5, 2016/03/28) */
Company Response: Dr. [redacted] called and placed her order with our company on 03/04/2016. After listening to the call (as all of our calls are recorded to insure proper customer service). Dr. [redacted] was told the total BEFORE placing the order...

and she accepted the terms of the sale. Dr. [redacted] was also sent an email confirmation which clearly states the total for the order was $40.28 which she accepted. Dr. [redacted] has NOT called our office to dispute any charges, nor has she emailed us as to question the SIX CENTS she now disputes. Since Dr. [redacted] is seeking a refund of six cents, I have refund her credit card ending in 5714 a total of six cents. Dr. [redacted] should see a refund in 2-3 business days and will not be receiving any future Promotional Emails from our company.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They offered to refund my money if I returned the product. That is impractical as I don't have the original packaging as the charge came after I had used the product.
Final Business Response /* (4000, 11, 2016/03/30) */
Additional Company Comment: Our company has not received merchandise back from customer. No refund can get issued until the merchandise is received...

Initial Business Response /* (1000, 5, 2016/01/19) */
Company Response: After reviewing Mr. [redacted]'s complaint, I have authorized a manual check to be sent to him at the address provided in this complaint in the amount of $31.64. We apologize for the inconvenience and I will be having the check...

sent by our accounting department and having the check sent FedEx.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 16, 2015/06/11) */
Company Response: Mr. [redacted] contacted our customer service department on 4/10/2015. We explained that his boxed version of Hallmark Card Studio 2015 Deluxe w/ Bonus Software was on backorder due to the high demand of this item and we sent him a...

free Download version free of charge so he could start using his software. The download item number is XXXXXXXXXX. His original order #XXXXXXXXXX was shipped to him on 4/23/2015...dm
Initial Consumer Rebuttal /* (2000, 18, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Only after Revdex.com was contacted the company has then immediately sent my order out, Thank You.

Initial Business Response /* (1000, 5, 2015/08/28) */
Company Response: Mr. [redacted] purchased Family Tree Maker(r) Deluxe Download on 07/05/2014. Mr. [redacted] had the opportunity to purchase the extended download for 2-years for $6.95 or a backup disc for $9.95. Mr. [redacted] did NOT purchase either the...

extended download, nor did he purchase the backup disc. When purchasing a download version, the download is only valid for 28 days to download. Mr. [redacted] states that he had successfully downloaded the software and only needed the download again because HIS computer crashed (which is not the fault of our company). Had Mr. [redacted] purchased either the extended download or the backup disc, there would be no complaint filed. As an one time courtesy, I have sent the download link and have reset his download counter in order for him to re-download the program. Our customer service hours of operation are clearly stated on our website as Monday- Friday, 8:00am - 4:00pm PDT. Phone number: XXX-XXX-XXXX. Since Mr. [redacted] has been emailed his download link to redownload the software, we consider this case closed...dm