Hi ***,I'm sorry you had trouble reaching us directly (I do see that you spoke with Avangate, our e-commerce vendor, with a refund request which has been approved) You should've gotten an email from our support team through case [redacted] with more details, but you should be seeing your refund shortly, and we can cancel your expired license so that you this won't happen again.If there's anything else we can help with, please let us know.Regards, [redacted] ***
We can not, and have not, ever promised that we would disable a device after a certain period of time as this can only be done by the customer who has purchased our software. Having said this, we are continuing our efforts to raise this with our customer so that they can review and take appropriate steps regarding the device. We hope to have an update on this soon, but as explained can't control the timing of it as it does ultimately depend on the customer to review and take actionPlease do keep in mind that Absolute has no way of knowing the ownership history of a device, and it is the customer's responsibility to disable a device should it no longer be owned by them
Complaint: ***
I am rejecting this response because:
On 7/Absolute software provided a timeline of one additional week to allow their customer to respond They asked me to call back after a week which I did They then changed their statement and indicated they would never remove the tracking It sounds like the device has been resold multiple times already and the Absolute's client has never bothered to remove the computer from their account I believe a month of possession of the equipment and three contact attempts are sufficient notice to place your client on notice of this issue It sounds like Absolute has not sufficiently attempted to make contact or their client is not interested in spending resources to respond to their contact requestsAbsolute software's obligations to their client are of no concern to me I purchased the device outright, have receipts and documentation to prove ownership I do not agree to monitoring or tracking by Absolute software Should this continue I will be forced to seek and attorney to pursue damages
Regards,
***
Complaint: [redacted]
I am rejecting this response because:
I understand you have your policies around this and the reasons for them. However, obviously I can not accept a statement that you will never remove it.
The machine is now owned by me - I shouldn't be forced to accept your monitoring of it. Surely you must have some period of time where if your client fails to respond action can be taken. Or are there alternatives? Would you comply if I file a police report? Perhaps additional steps other than sending them an email could be taken? Surely you must have a phone number for your client?
Regards,
[redacted]
I certainly understand the frustration you're going through, however please understand that our obligations are to our paying customers and we are not able to disable any devices on behalf of our customers. It is our customers' responsibility to disable any devices before they are...
decommissioned/sold, as Absolute has no authority or ability of verifying ownership of devices.We are still attempting to work with our customer on this and will keep you updated through your existing case with us, but unfortunately I'm not able to promise a timeline or resolution at this time.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Hi [redacted],I'm sorry you had trouble reaching us directly (I do see that you spoke with Avangate, our e-commerce vendor, with a refund request which has been approved). You should've gotten an email from our support team through case [redacted] with more details, but you should be seeing...
your refund shortly, and we can cancel your expired license so that you this won't happen again.If there's anything else we can help with, please let us know.Regards,[redacted]
Hi ***,I'm sorry you had trouble reaching us directly (I do see that you spoke with Avangate, our e-commerce vendor, with a refund request which has been approved) You should've gotten an email from our support team through case [redacted] with more details, but you should be seeing your refund shortly, and we can cancel your expired license so that you this won't happen again.If there's anything else we can help with, please let us know.Regards, [redacted] ***
We can not, and have not, ever promised that we would disable a device after a certain period of time as this can only be done by the customer who has purchased our software. Having said this, we are continuing our efforts to raise this with our customer so that they can review and take appropriate steps regarding the device. We hope to have an update on this soon, but as explained can't control the timing of it as it does ultimately depend on the customer to review and take actionPlease do keep in mind that Absolute has no way of knowing the ownership history of a device, and it is the customer's responsibility to disable a device should it no longer be owned by them
Complaint: ***
I am rejecting this response because:
On 7/Absolute software provided a timeline of one additional week to allow their customer to respond They asked me to call back after a week which I did They then changed their statement and indicated they would never remove the tracking It sounds like the device has been resold multiple times already and the Absolute's client has never bothered to remove the computer from their account I believe a month of possession of the equipment and three contact attempts are sufficient notice to place your client on notice of this issue It sounds like Absolute has not sufficiently attempted to make contact or their client is not interested in spending resources to respond to their contact requestsAbsolute software's obligations to their client are of no concern to me I purchased the device outright, have receipts and documentation to prove ownership I do not agree to monitoring or tracking by Absolute software Should this continue I will be forced to seek and attorney to pursue damages
Regards,
***
Complaint: [redacted]
I am rejecting this response because:
I understand you have your policies around this and the reasons for them. However, obviously I can not accept a statement that you will never remove it.
The machine is now owned by me - I shouldn't be forced to accept your monitoring of it. Surely you must have some period of time where if your client fails to respond action can be taken. Or are there alternatives? Would you comply if I file a police report? Perhaps additional steps other than sending them an email could be taken? Surely you must have a phone number for your client?
Regards,
[redacted]
I certainly understand the frustration you're going through, however please understand that our obligations are to our paying customers and we are not able to disable any devices on behalf of our customers. It is our customers' responsibility to disable any devices before they are...
decommissioned/sold, as Absolute has no authority or ability of verifying ownership of devices.We are still attempting to work with our customer on this and will keep you updated through your existing case with us, but unfortunately I'm not able to promise a timeline or resolution at this time.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Hi [redacted],I'm sorry you had trouble reaching us directly (I do see that you spoke with Avangate, our e-commerce vendor, with a refund request which has been approved). You should've gotten an email from our support team through case [redacted] with more details, but you should be seeing...
your refund shortly, and we can cancel your expired license so that you this won't happen again.If there's anything else we can help with, please let us know.Regards,[redacted]