Biblesoft

I paid for the product: Download product Baker's Encyclopedia of Psychology and Counseling, Order reference NTGAOHMJN -- made on 07/25/2022, but I can no longer download it, whenever I try, the message appears: "The product deadline is in the past." I want my product back or my money

Complaint: [redacted] I am rejecting this response because I am simply asking that you provide to me what I already purchased via download but no longer have access to given a hard drive failure In effect, you have stolen from me what I own by virtue of not making available to me what you have access to but refuse to provide I accept full responsibility for running what you deem to be incompatible software on my laptop Version 5F is functioning without a problem so far despite your warnings that it is incompatible If you insist on continuing to refuse to provide the software I own and will accept at my own risk, I will accept a refund via credit card of all of the software I have purchased from you via via download I have asked now three times for the names and contact info of your COO, CFO and CEO and, to date, this reasonable information has not been provided What are you tying to hide? I will continue this complaint as soon as your firm continues to act in an unreasonable and fraudulent manner Sincerely, [redacted] ***

This customer wants a different more updated version of the commentary he purchased long ago -- what he had is not the same as what he wants provided to him free of chargeThe commentary also comes with high royalty bearing content and is not available to him for freeHe may pay the difference and receive the commentary -- he does not want to and thus no one has continued fruitless communication with him

The lady in customer service was doing her best to circumvent the system and was unsuccessful in the endAlso the customer chose to file this complaint the very day she was doing her last hard effort to get it refunded where she said she needed a few more daysSadly the customer chose to strong arm the issue which changes nothing in the end

Our tech support people are very conscientious and spend the full amount of time that is necessary to help our customersEach person is helped in the order of their communication with Biblesoft sales and technical support departmentsIt should be noted that the large majority of customers who contact customer service and technical support are over the age of and have limited computer skills which requires an extensive amount of handson assistance from our staffWe are happy to help them but it can take a lot of time--often hours on end with the same personDetailed instructions are supplied via email to most but they still want a body on the phone with them It is clear that the complainant HAS been contacted by our team and if he is experiencing issues, they will be resolved in the same satisfactory manner that we afford all customersIt is interesting that he continues to purchase from Biblesoft as a disgruntled customer? Most importantly, it is not a Biblesoft SOFTWARE problem but an issue with HIS computer and more than likely the settings which WILL require the assistance of a tech support person Biblesoft will not give him a refund and allow him to repurchase from us in the futureWe are able to address his issues now if he wants, or we can refund his purchase price at the time we receive the program back at the address listed on the invoice he received when he purchased the product as long as it is received in the allotted day refund periodIf complainant decides to return the product, he will be removed as a Biblesoft customer and will be prohibited from purchasing any product from us in the future It appears that claimant is frustrated and has decided to make a complaint to receive the action he wants from BiblesoftAll that is necessary is for him to communicate with the Business Services Department and give us sufficient time to replyThe fact that he calls multiple times does not make the process fasterWe remind people that multiple calls and messages only slow down the process for everyonehowever, claimant chose to do so anyway? For the record, there were return calls made to claimant and he was not available Again, Biblesoft can handle the problems he is experiencing--as we have helped a few other people who have had similar issuesIn the thousands of products we have sold recently, a few people experiencing computer related difficulties is not a significant number that would warrant such a rating with the Revdex.com as outlined by complainantComplainant needs to communicate directly with the Business Services Department via email: [redacted] to facilitate closure on this issue

Complaint: [redacted] I am rejecting this response because:My response is: The Seller will not be able to provide the Revdex.com with a letter responding to my request and concernsWhat type of business does not address the Customer’s concerns?Instead, they dismissed my request, which I find unethical for a company that identifies themselves as “Biblesoft.” In my opinion, their response makes no sense—obviously they have not heard from me since March 16th because they failed to respond.Why would I continue contacting them when Biblesoft failed to respond multiple times?This is common sense.My next step is the Revdex.com.The proof is very simpleA) My letter requesting the service b) Biblesoft’s failure to respond to me, the Customerc) The error messages clearly showing I am unable to download the software.Before Biblesoft comments, they should get the factBiblesoft would have the correct information if they responded to emails in a professional manner.Bottom line, I did not exceed this downloads, and the software is for the Windows operating system they support—not an upgraded version.They should have a clue by reading the error message.Remain Blessed in the Lord,Rev [redacted]

This customer requested a refund well after the day refund policy had expiredEven though we attempted to provide him assistance and offer him a refund he waited more than days to complete the return processThis resulted in the credit card processor (not Biblesoft) to reject the refund of the customer's funds to their credit cardThere is no way for us to place the funds back on his credit card and our office does not have a process to issue checks to customersThe untimely actions of the customer to request the return and the unsuccessful verification of the removal of the product from his computer and/or other electronic devices until even more time had lapsed has resulted in our management reconsidering the validity of the refund in generalAlthough we have attempted to make some extra consideration for this customer, at this time, we will issue him a merchandise credit onlyOur management indicated to him that we would do what was possible to get him a refund but he chose to contact the Revdex.com instead of being patient as we attempted to determine how to get him funds in a manner for which we have no working processBiblesoft will no longer continue to give this customer special consideration, other than a merchandise credit which is applicable as to the untimely request for a refund

Complaint: [redacted] I am rejecting this response because: I would like to respond to BibleSoft message below, hopefully it is not too longIt appears that a document copied from Word into this text entry box has some font issues Message from business: “Our tech support people are very conscientious and spend the full amount of time that is necessary to help our customersEach person is helped in the order of their communication with Biblesoft sales and technical support departmentsIt should be noted that the large majority of customers who contact customer service and technical support are over the age of and have limited computer skills which requires an extensive amount of handson assistance from our staffWe are happy to help them but it can take a lot of time--often hours on end with the same personDetailed instructions are supplied via email to most but they still want a body on the phone with them.” After calling several times over a period of one week and leaving multiple messages—for both Customer Service and Tech Support, starting April 29th, no one at BibleSoft has returned a phone call two and one half weeks laterThis doesn’t agree with what is reported as “Excellent” and “Prompt” service mentioned on your phone answering system If your software is well designed, documented, and bug free, there is no reason to spend hours on end with the same person Message from business: It is clear that the complainant HAS been contacted by our team and if he is experiencing issues, they will be resolved in the same satisfactory manner that we afford all customersIt is interesting that he continues to purchase from Biblesoft as a disgruntled customer? Most importantly, it is not a Biblesoft SOFTWARE problem but an issue with HIS computer and more than likely the settings which WILL require the assistance of a tech support person You wrote, “if he is experiencing issues,” as if you are not aware that after multiple phone calls and some emails, and the complaint to the BBS, that I am still experiencing issues By not responding with any return calls within two and one half weeks, how are you resolving my reported issues in a satisfactory manner which you say you afford all customers? You mentioned, “It is interesting that he continues to purchase from Biblesoft as a disgruntled customer?” I have not purchased any software from you after purchasing the OneTouch software which is the cause of the complaint You mentioned, “Most importantly, it is not a Biblesoft SOFTWARE problem but an issue with HIS computer and more than likely the settings which WILL require the assistance of a tech support person.” On April 22, 2016, after attempting to install the new OneTouch software, I could not and emailed TS, saying, “After trying to install OneTouch Pro by clicking on #1, and waiting, I eventually got a message saying, “There is no disk in the drivePlease insert a disk into drive K.” Clicking on all three options, Cancel, Try Again and Continue doesn’t clear the error message! What’s going on? I cannot install your software!” I also called BibleSoft and I did get a call-back the same day but that was the last timeIt was determined that the card reader I have plugged into the computer to read camera cards was preventing the installation of your software! I never recall having any such issue with any other software installed since using any card readerWhy should a camera card reader interfere with Bible software installation? After unplugging the card reader, I was able to install the OneTouch software but then it didn’t want to run! One way I was told to resolve this was to set the Capability to XP Servicer pack 3! XP Service Pack was released to the public in This means that to make your brand new software run, it needed to be run using an Operating System that was eight years old! This is unheard ofEven though I could get it to run, I still had a problem with n all white screen when started, and when I got that, I was told I needed to press the Alt and Fkeys which normally close a program but only in your case, it enabled it to runHere is what I sent to TS on April 26, 2016, Support, “I would like to report some issues I have found with your new OneTouch Pro PC Study Bible software As you know, I did have a significant problem installing the new software and then running itI found that to reliably run it, the Capability setting for Joshua.exe has to be set to XP Service pack and then I have to click on a User Account Control box every time I start the program! Otherwise, the program may crash and a message is shown or the screen may be all white which sometimes can be resolved by pressing the Alt and Fkeys together The new drop down menu system does not work well at all for CommentariesIt is cumbersome to scroll down to show the items that are the end of the list which are not immediately visible Concerning the Commentary Menu, it is difficult to select some items, for instance the UBS NT Commentary, because after you have clicked many, many times on the down arrow gadget, Word Study Commentaries will finally appear but when you move the mouse up to select it, any listing below it will immediately expand and block a person from selecting Word Study CommentariesI have found it frustrating since I have to move the mouse cursor way up and then down to Word Study Commentaries in order to select it! The last issue is caused by some of the expanded pop-ups not popping up to the right of the drop down Commentary Menu like some of them do but right over the top, obscuring things under it In System Information, under the Help Menu, it lists for Physical memory available: it days, "1.00)bytes"! In Windows Task Manager, it says that I am using /GB of memory In System Information, under the Help Menu, it lists Windows has been running for a time that is difficult to make sense of Sometimes, the Windows Task bar will not unhide when I move the mouse down to the bottom of the screen but a PC Study Bible pop up appears instead so I cannot quickly do something else as needed Because of the issues I found, without significantly using it yet, it appears that I have purchased software that is still in the beta stage of testingI suggest that you expand your testing to include more computers and hopefully, resolved these issues soonI expected proper functioning software when I purchased it.” Eventually, I reported in an email on May 4, 2016, “Yesterday, the OneTouch software would not run at all, no matter what I did! Obviously, the software is NOT ready for sale yet.” Not only would the software not install with a card reader plugged in, I found the program after being installed would not run with the card reader plugged inI then uninstalled the new OneTouch Software and reinstalled the old software without one problemAnd it works with the card reader plugged in, just like all of the other software You wrote, “Most importantly, it is not a Biblesoft SOFTWARE problem but an issue with HIS computer and more than likely the settings which WILL require the assistance of a tech support person.” This is very obviously a statement by the information I have presented aboveEven your Support person acknowledged at least one known issue with your OneTouch softwareHow was I able to install your old software without any problems, and that was by using several disks to install all of the software and also install and run my other programs okay if the problems with your OneTouch software are due to my computer? I have been using computers since 1986, have an electronics degree and have built my computers since, I believe, around It is clear that you are not familiar with technical aspects of computer operation Message from business: Biblesoft will not give him a refund and allow him to repurchase from us in the futureWe are able to address his issues now if he wants, or we can refund his purchase price at the time we receive the program back at the address listed on the invoice he received when he purchased the product as long as it is received in the allotted day refund periodIf complainant decides to return the product, he will be removed as a Biblesoft customer and will be prohibited from purchasing any product from us in the future You wrote, “We are able to address his issues now if he wants,” I have wanted the issues to be addressed weeks ago but you still have not so it is clear that you are unable to do so You wrote, “we can refund his purchase price at the time we receive the program back at the address listed on the invoice he received when he purchased the product as long as it is received in the allotted day refund period.” The software was purchased on March 31, but was not shipped until April 19, On April 22, 2016, I tried to install it and contacted BibleSoft because I could notSo as of today, May 18, 2016, it has been almost seven weeks since I purchased your software, so now it is beyond the day refund period counting from the purchase date but days from when I first installed and tried to use it You wrote, “If complainant decides to return the product, he will be removed as a Biblesoft customer and will be prohibited from purchasing any product from us in the future.” So because a customer makes justifiable complaints about your buggy software and poor customer service, that apparently justifies your refusing to do business with themYou sell Christian software, but it appears to me that there is a lack of Christian attributes Message from business: It appears that claimant is frustrated and has decided to make a complaint to receive the action he wants from BiblesoftAll that is necessary is for him to communicate with the Business Services Department and give us sufficient time to replyThe fact that he calls multiple times does not make the process fasterWe remind people that multiple calls and messages only slow down the process for everyonehowever, claimant chose to do so anyway? For the record, there were return calls made to claimant and he was not available How much time do you think is a reasonable time for a business to reply? I have left multiple messages so it is clear that I have tried to communicate with BiblesoftI am still waiting for a phone call two and one half weeks later plus during this time, no software issues have been resolved by your company! You wrote, “We remind people that multiple calls and messages only slow down the process for everyonehowever, claimant chose to do so anyway?” That’s news to me since this is the first time I have been notified of this, that I recall! Since I hadn’t been notified, how could I make a choice to do so anyway? You wrote, “For the record, there were return calls made to claimant and he was not available.” I checked my caller ID and found no calls designated as from BibleSoft after the last phone call I received on April 22ndAlso, I do have a phone answering machine on which a message can be left but none were Message from business: Again, Biblesoft can handle the problems he is experiencing--as we have helped a few other people who have had similar issuesIn the thousands of products we have sold recently, a few people experiencing computer related difficulties is not a significant number that would warrant such a rating with the Revdex.com as outlined by complainantComplainant needs to communicate directly with the Business Services Department via email: [redacted] to facilitate closure on this issue On March 1, 2016, I sent the following message to the email address listed above and never received a reply after waiting one monthIt was forwarded to [redacted] Hon March 30, and I never received a reply "***, Could you forward this email? [redacted] From: [redacted] [mailto: [redacted] ] Sent: Tuesday, March 01, 6:PM To: [redacted] Subject: OneTouch Availability Biblesoft, I have received your promotional emails and read some about your new One Touch software and I know that you have some discounts which are helpful but I was told today that it still is not availableAt least one or more of the promotion discounts end at the end of this month I was told but I wouldn’t want to purchase a product that wasn’t available yet I was wondering of course about bugs? The previous version that came out was buggy—especially for some time people perhaps (at least if you used it a lot they were certainly noticeable)At least now with the very latest updates, it is better but has a few problems(I have the Professional version with a number of add-ons so the new version doesn’t seem to have a lot of new things.) Can you say when the OneTouch PC Study Bible will be available—will it be available and thoroughly tested before the promotions end at the end of this month?" Communication cannot be effective when there is no responseTherefore, by sending emails to you, I cannot facilitate closure.This is a good reason why I chose to contact the BBSInterestingly, as a result of contacting the BBS, there was a response from you within just one day, according to the BBS website Sincerely, [redacted]

Hello [redacted] , Attached is the written Agreement that Biblesoft emailed to me specifically stating that I was entitled to these (4) productsIn the Agreement, Biblesoft stated that they are going to perform an action-- make these (4) products below available for me to download (7) times until 12/18/ WycliffeB00214_D.exe NEWUNGERB00221_D.exe ARL5.exe ApproachB00481.exe There is no language in the attached Agreement stating they do not intend for the Customer to download the software (7) times, nor do they state that the product will not be available to me as the correspondent suggested Blessings, Rev [redacted]

The only reason this customer wants the name of the people he lists is to harrass the companyI am the President and top person in charge of the companyAs for his demands on what he wants, we will not provide him a refund or a downloadThe product has been discontinued and is no longer available for sale as it is not forward compatible qith WIN His option remins the same, as with all other customers, he is provided a dollar for dollar credit toward the appropriate upgradeNO one receives a FREE upgradeI have atopped comminicating with him via email as wellThank you

The email information regarding the online emails not functional from the store does not have a date on it and it is not a copy of the email but copied and pasted at random -- The STORE uservoice system is for sales related questions only and not intended for customers service returns or technical supportThe system does not address such issuesSales related online communications are not time sensitive, nor are they monitored for issues other than presale questionsCustomers are provided instructions on where to email for returns and technical support as part of the installation processAnd realistically this customer had access to direct email with our customer service team emails -- and tech support team? Biblesoft stands by our refund policy equally for all customersThis customer actually needs to have tech support her solve her issueBased on our prior responses, a refund will not be provided(Also, it would be helpful if the complete customer/respondent case history was available in a single window to make the response process more efficient--the time it takes to continue to click thru the different replies makes responding to your "time limited" response window impossible.)

This customer is WAY past the refund policy deadlines and is only pitching a fit because we will not provide him FREE Book Club codes retroactively There is a disclaimer on our website when the product is ordered that says: * Notice: OneTouch Book Club is available FREE for
authorized users of the OneTouch Series products and requires a coupon code to receive the discountCoupon codes appear in authorized user accounts during the checkout process only twice a month(Coupon codes may not be applied retroactivelyPeriodically, coupon codes may be unavailable due to technical issues beyond to the control of Biblesoft with the store for a number of reasonsIf coupon codes are not available, they will not be issued retroactivelyAll users are encouraged to watch their email for updates on when the codes are available so as to avoid missing opportunities to download books from the Book Club free.) Biblesoft offers FREE downloads for OneTouch users as a courtesy and is not responsible for the unavailability of FREE codes should the code system be interrupted for any reason.HE is the only customer who has been unreasonableThe code issues have been related to a third-party software Biblesoft does not control and can not fixThe Book Club is a FREE benefit to OneTouch users and can not be used retroactively, nor does it have any cash value. Biblesoft will not issue a refundAt this time the codes are being tested and should be available again soon

Our "refund" policy is daysThe customer states he had the problem within days of installationYet, he waited months to begin contacting BiblesoftThe loss of his reference work IS one of the main issues experienced when using WINDOWS We do not provide tech support for a product (V5) that
was never intended to (or represented that it would) work with Win His option is to upgrade to a program that is compatible with Windows We DID offer him a dollar-for-dollar credit on his old version toward the version that will work properly with his operating systemNotably, SC*** is the President of Biblesoft and personally offered to help him make the transition (as the many thousands of our customers already have) to the proper versionSteve D will not be afforded anything different than any of our many happy customers receiveIt seems that customers claim bad customer service when they do not get their way, as is the case nowThis customer received responses, he just did not like tge answers

Complaint: ***
I am rejecting this response because: it does nothing towards resolving the issue. It does however, accuse me of being very untimely in my attempts to obtain the refund owed me. I am no closer to the refund as far as I can interpret the words of the message
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I repeatedly tried to call the business but always received a recorded message saying they were unable to answer my call but to leave a messageAt the beginning I left a voice mail but after awhile I quit doing soI also sent emails to both kathi and susan regarding this problem but received no repliesI have those emails and would be more than happy to forward them to youI finally contacted my credit card company and filed a dispute for the chargesGuess what, I soon received emails from both kathi and susanThe one from kathi said that my order was still in preship and she was sorry for the delayThey have just gone through an internal update and it has slowed them down considerablyThe ine from susan says she assumed that as of 4/I had not received the product and she would forward my email to the shipping managerPerhaps it was lostWhat is the deal? One says the order is still in preship, which I assume means it has NOT been shipped, while another implies that it has been shipped but perhaps has gotten lost
Sincerely,
*** ***

Biblesoft will not provide customers who are using WIN downloads or disks of products which are NOT recommended for WIN The fact that a customer says they will accept responsibility for using that software will not release Biblesoft from tech support or the repurcussions of using older pr
discontinued Biblesoft software on incompatible platformsIf this customer made a purchase of an Older version in Dec 2015, then thay may be eligible for a dollar-for-dollar credit voucher toward the purchase of the OneTouch upgrade that IS compatibleIf the customer wants to proceed with an upgrade that is fine

The customer was never told that the software he purchased would work with Windows In fact, when he purchased the software he was immediately given a dollar-for-dollar credit voucher listed in his account (which has no expiration date) toward the purchase of the new version which he was
informed would work with Windows when it was releasedThe customer did not have Windows at the time he purchased the software (which cost $29.99) and he just like every other customer who has the software versions that do not work with Windows must upgrade to the newer versionThe customer retains free technical support for the Windows operating systems for which the program was designed, and before he upgraded and applied updates to Windows the program worked just fine
Biblesoft will not give him a free upgrade, nor are any other customers receiving free upgradesThere are royalty costs associated with the new version that will not be given free to customersThe program is not faulty, and Biblesoft will not be allocating development resources to older versionsThe customer may continue to use the software on a machine that has a compatible operating system for more than the "years" he feels would be reasonableThere are many customers who have chosen NOT to upgrade to Windows and their computers are still running Windows 7, which is three generations older than Windows There are also customers who have used the software on PCs they owned and when they chose to switch to a MAC were unable to use the software they had recently purchased or enjoyed for many yearsBiblesoft is not required to give them a free MAC version, or a refund, or spend our development resources to create a MAC version for them--even if it may be an industry standard for software developers to do both MAC and PC versions
Let's compare it to the purchase of a $2,refrigerator purchased from Lowe's in the last six monthsWhen the appliance was purchased there was not a sign on it that said "to be discontinued, buy at your own risk" and yet appliances are discontinued constantly? Should Lowe's refund the customer's money (after using it for many months) and give them a free upgraded model, or a refund? No
We have tried to work with this customer, and he has been rude both to our staff and in an email where he was very disrespectfulIn closing, the customer may upgrade to a version that works with his new updated operating system applying the credit voucher, or he may chose to continue to use the software he has purchased on a system for which it was designed

***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Complaint: ***
I am rejecting this response because: Much of it is plainly untrueHowever, I have received three e-mails from Biblesoft telling me that the cheque for the refund will be in the mail in two or three daysI have attached copies of theseI can hardly believe their response. Possibly there are too many people dealing with this and some do not know what others are doing! I am still waiting for the refund
Sincerely,
*** ***

At the time, I looked up this customerThe customer had zero available downloads in their account but THAT is not the issue and thus I did not spend time on THAT pointI will help clarify for the Revdex.com--the ONLY reason for multiple downloads is so that the customer can assure that what they purchased actually gets on to their computer Secondly, the reason we permit a number of downloads is NOT because the customer is able to continue to download the purchase indefinitely, or seven times, or until a certain dateIt is because the internet can cause glitches and interference with a download at the time it was purchased during the process and we do not what them to have to call technical support to complete the download unless they have serious download issuesIt is NOT Biblesoft's responsibility to maintain files for them in the event that they have computer hardware issuesThe customer should have kept a copy of the software download for their own backup security.
The REAL issue here is that the customer wants us to provide something we no longer offer for sale and do not support on the system he is trying to use itAgain, it is not our responsibility to maintain backups for his computer hardware or a customer who deletes what they purchasedThis is not a Biblesoft initiated issueNotably, we offer the ability to purchase downloads AND a hard copy for those who want the hard copy backup and do not want to make one themselvesThere is extra cost associated with the hard copy which this customer chose not to pay extra for at the time
This customer got what he paid for, he did not protect his copy of it, and Biblesoft no longer has the download or a disk to provide him Lastly, it was never sold to the customer with a guarantee that it would work on any other hardware than what it was designed for at the time.
We stand by what we said initiallyBiblesoft provides technical support (and replacement disks if they are available, and sometimes with a small fee if necessary to cover shipping for lost previously purchased hard copy products) far beyond the scope of most software companies which typically stop support on older products after years This is not the same situation and although we would like to accommodate every customer request, sometimes it is not possible.
There are other issues with this customer that I do not have time to communicate in the min limit on the Revdex.com reply formIt is not our desire to continue to labor over this situation