Lucid8 LLC

Complaint: [redacted] I am rejecting this response because: I requested a refund almost immediately and was bullied into supportI did not want the product and did not want support for itI found out it would not work for meYou need a black eye on your policy.Sincerely, [redacted]

Mr*** purchased a month license to our DigiScope product on 8/1/and hours later he opened a support ticket just to request a refund Our agent replied letting him know that he could not authorize a refund since actual support was not requested and that we were ready and willing
to assist He also sent Mr *** the link to our refund policy http://support.lucid8.com/support/solutions/articles/9077-what-is-the-refund-pol...⇄ and offering support to assist/resolve his issue and if he found a problem with the product he would be happy to recommend a refund
After some back and forth we were able to resolve the customers concerns On 8/8/the customer sent in a ticket stating that after hours of exporting data the product crashed and therefore he wanted a refund Again our support offered to review the issue to determine if this was indeed a product related issue Our agent spoke with the customer and offered to do a screen sharing session to review the situation Customer then state that he could still in fact use the exported data and asked our agent to contact him which our agent did
Then on 8/11/Mr *** sent the support agent an email requesting to know how much it would cost to upgrade to the full long term license vs the short term license purchased & that he was getting additional database files together in order to work with our agent on additional exports Our agent told him he was happy to help with technical issues, however he did not have sales related information and to contact customer service to discuss his requestMr *** also asked the support agent how much he had paid for his license and our agent told him he was not in sales and didn't have access to payment information, however that if he just licensed a single database his guess was that it was approximately
On 9/14/Mr *** sent another email to support stating he shows that he paid and asked support to refund him the difference of since the agent had guessed he only paid Once again our agent told him he had no insight as to what he was charged since he is not in sales, however if he would send him a copy of his invoice he would be happy to review it for him
on 9/after receiving another email from our support agent then went out of his way to look into the issue and found that the billing of $ Mr*** had relayed was correct because he purchased a project based licence for $ + the option for Unlimited PST's Mr *** did not like the agents response and therefore asked for a full refund for DigiScope and GOexchange Mr *** only purchased a DigiScope license not GOexchange
The agent contacted Mr *** and stated that A: he never bought GOexchange, only DigiScope and B: that we cannot issue him a refund for DigiScope since we found no evidence that there was a problem with our product and that it was more then likely an environment or database issue, HOWEVER that we would still be more than happy to remote in to review situation at hand and that if that remote session did not show us a problem with the product we would need him to send us a copy of the database as well as the product logs for review by our development team and that if we found an issue/fault with the product being able to perform as designed we would be happy to provide him a refundMr *** flat out refused to let this happen
Now months later Mr *** has decided to complain to the Revdex.com, which is certainly his right as a consumer That said Mr *** seems to be all over the board, i.ehe wants a refund because he couldn't figure out the product, then hes fine, then hes unhappy again, then he wants to see how much to buy a long term license, then he wants a partial refund because he asked support to guess the price he paid and they got it wrong
IF the machine and database that had issues is still available we standby our policy and offer to review the system DigiScope was along with the database he says he was able to export from to determine if there is an actual issue with the product If we determine there is issue with the product not working as designed we will gladly refund his purchase price If he is not willing or is unable to work with our support and provide us the items requested to determine what occurred then we will not issue a refund as its clear Mr *** was able to export a great deal of data he had no other way of obtaining and he was happy enough to inquire about purchasing a long term license and hes chosen to not allow us access to investigate his claims

We have an A+ rating with Revdex.com, stand by our product 100% and go to great lengths to assist our customers and prospective customers
I am taken aback and offended that Mr *** feels he was bullied on any level We have bent over backwards to assist him in resolving this issue, instead he has flat our refused to cooperate with our policies and now is trying to bully Lucidvia Revdex.com We are not going to change our policy simply because he feels he should not have to follow them The fact that he says he restored a database and it corrupted again shortly thereafter strongly suggests that he was having environment issues (More then likely a disk related issue) that very well could have effected the ability for our product to function as designed.
Once again if Mr *** is willing to follow our policies, i.eallowing us access to the machine where the failures occurred and IF needed provide us copies of the associated databases we will invest the time to determine what occurred and IF there is a flaw with our software we will happily provide him a refund.
Mr *** has the opportunity to cooperate with us so we can determine if the issue is with our product or his environment/databaseIf he would like to cooperate please have him contact customer service to discuss further and we will be happy to assist otherwise we consider the issue closed
Mr ***, the balls in your court, you have nothing to lose and everything to gain by cooperating with us
This is our final stance on the situation and we will not reply to Revdex.com after this post

Complaint: ***I am rejecting this response because: I knew this product would not work for me and requested a refund as soon as I found out it would not repair my databaseI was in a bad situation with no email and needed to get back up and running as soon as possibleAt times I was desperate and was willing to allow the bullying into working with supportI was grasping at straws and needed some helpI had successfully restored my database when it corrupted again which accounts for the length of time this went onI explained to my boss that the product I purchased would not work and that it had an expiration dateHe requested that I find out how much it would be to own it when I was unable to get a refundSince we had been forced to keep the product and pay for it we might as well own it I did not request a refund because the product did not work but because I did not have the time to wait for itI am willing to accept the cost for use of a product that I knew would not work or work in a timely fashion, and only requested a refund of the unlimited pst package(I am not sure what I needed that for) I have been in this business for more than years and have purchased a lot of product over the internetI have never been given the run around and I got your money and you can't get it back gameThis is a bad company to work with and others should know about it.Sincerely,*** ***

Complaint: [redacted]I am rejecting this response because:
I requested a refund almost immediately and was bullied into support. I did not want the product and did not want support for it. I found out it would not work for me. You need a black eye on your policy.Sincerely,[redacted]