NCH Software Inc

We don't have any record of the customer contacting our technical support department if she used the email address ***We'll be glad to help the customer our Express Burn software if she opens a Support ticket at *** or if she calls
us at *** and uses the access code ***

Support has been backlogged with Black Friday trafficDeepest apologies for the delay in responseWe are happy to offer a full refund or if the customer would like to attempt to solve his problem with VideoPad, support has now reached out to the customer for further help on 11/Customer should
let support know if they would like a full refund no questions asked

There seems to be some miscommunicationWe're not asking the customer for any money, but we'd like to helpShe can contact our technical support department by filling out the support form at *** or she can call us at *** and uses the access code *** between the hours of 8am and 4pm Mountain TimeIf she'd prefer that we call her, we'd be glad to do that

Complaint: ***
I am
rejecting this response because: *** *** has issued me a refund for this from their storeI provided the correspondence between me and the NCH support teamFry's is contacting the person the contact person for that product in regards to the issue.Thank youThis is resolved.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/12/16) */
We are sorry to hear that the customer is unable to use the software they purchased and has not been able to find a solutionWe did check our support records and can't find a support ticket submitted with this email addressAny user may submit
support tickets at *** and users with paid support, including silver support, will receive priority responsesWe hope the customer uses this platform in the future to submit requestsOne of our support technicians will be contacting him shortly to help resolve the problem

Our software doesn't attack users' computers It sounds like the user either downloaded Debut from a site other than oursIn that case, the installer could be different from oursOtherwise, the user may be referring to an old version of DebutIf his file associations couldn't be corrected through the Windows GUI, fixing them in the registry would take a knowledgeable person very little time

Initial Business Response /* (1000, 6, 2015/07/30) */
Our product licenses are tied to the version that the customer purchasedIt sounds like they have tried to use the registration code they purchased in a newer version of the softwareWe are happy to help them install and register the correct
version of the software which they purchasedA support technician will be in touch with them to help them with the process
Initial Consumer Rebuttal /* (2000, 8, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, a tech representative gave us a call and sent the link to install and keep our older but good enough version

Complaint: ***
I am rejecting this response because: Questions I have asked several times before have not been answered. I need to know: Information concerning the Scribe Mini window. I need to know how to cancel this program and receive a refund promptly. At this point, I do not trust this company.
Sincerely,
*** ***

We issued a full refund today (June 5th, 2017). Our technical support team was trying to help the customer with his software. The problem that he reported required us to file a bug with our development team, and that was done on March 30th, but the bug won't be fixed until the next release of the...

MoneyLine program. We  apologize for any inconvenience. The customer had stated that he either wanted help with his software or he wanted a refund.

The customer has been informed that she is welcome to send her software to our office in [redacted], and that we will send her a refund check for the amount that she paid at [redacted]. That is our standard refund policy for purchases made in Retail stores such as [redacted].

HelloDebut is a Video Capture program that creates videos by recording the screen activity on the computer it is installed on. It doesn't damage computers in any way, and it doesn’t  change the Windows file associations.  No software is installed with Debut unless the customer has...

selected additional software to be installed. NCH Software does not install any software that can’t be removed through a simple uninstall and/or the Windows control panel.  The statement that his computer needed to be wiped with regards to anything our software might have done is incorrect. We have tens of thousands of happy active Debut users around the world. All of our software is virus free. We scan all of our files against [redacted] rigorously, and we have strong relationships with the major Antivirus vendors, such as [redacted], and [redacted]. Our websites are hosted by reputable providers in secure data centers. We won't reimburse the customer for his time, but we issued a PayPal refund for the $39.95 that he paid for Debut on January 17th.Thanks

The customer's payment was refunded on Tuesday, May 24th 2016. The customer was notified that he refund was processed via email to [redacted]

Complaint: [redacted]
I am rejecting this response because:it just sends me to general questions and tells me to buy another version I already have a version that does not work, why would I invest more money on something that I did not get from my first purchase. Also it seems that they say the same thing with regards not finding a reference email, however the email I sent for help isOctober 24, 2015
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/12/17) */
We are sorry to hear that the customer had a poor experience with the software. Unfortunately, his refund request was sent to the audio support department instead of the refund department and the customer did not reply to their response. We...

apologize for the delay due to this in processing his request. We do offer online support to all customers, phone support is for customers with a paid support plan. We have issued the refund as requested and a support team member has contacted the customer with the refund information.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Our technical support department can be reached by: 1) Sending email to [redacted]@nchsoftware.com2) Opening a support ticket at http://www.nch.com.au/support/index.html3) calling ###-###-#### and entering the access code 66741 We're extremely concerned if your browser or antivirus...

software is telling you that our chat page is unsafe. Can you please tell us more about that? What software gave you the unsafe message and what is the URL of the web page that was marked unsafe?

Final Consumer Response /* (2000, 7, 2015/11/30) */
NCH responded to an email and provided me with a new license key for the upgrade. I appreciate this, and wish the phone supervisor had been as helpful, it would have prevented my complaint with Revdex.com.

We release new versions of our programs on a regular basis. Customers are welcome to use a particular version of a program for as long as they like, but that version may not work on a new version of an Operating System like Microsoft Windows. It may be possible to run our program in what Microsoft...

calls Compatibility Mode.I have sent the customer an email asking which programs he purchased from us, and when I have that information, I will send him new licenses.

Unfortunately, there is an open bug for the low volume problem described. That bug should be fixed when the program is next released, but we don't have a timetable since [redacted] is no longer under development. Mr [redacted] didn't purchase a phone support package, but he's welcome to call our...

technical support department at [redacted] Monday-Friday 8am-5pm MDT. He'll have to use the access code [redacted] when he calls.We'l be glad to offer a full refund as an alternative.

Initial Business Response /* (1000, 6, 2015/06/29) */
I have shared this complaint with our support manager. He will contact the customer directly to work through the issue and uninstall the software.
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 8,...

2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid tech to uninstall it. I will not install it again.
Final Business Response /* (4000, 10, 2015/07/14) */
We did contact the user, however, he had already uninstalled the software. We are happy that he found a solution to his problem and sorry that he did not give us an opportunity to assist him first. We wish him the best and hope he finds software better suited to his needs.

The customer was contacted on April 27th as follows. We never received a reply: Hi [redacted] I’m following up on your Revdex.com complaint and I wanted to make sure that you’re able to get your software downloaded, installed, and registered. According to our records, your registration...

information is as follows:   [redacted]
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[redacted] Please let me know if you have any trouble downloading or registering your software.  Regards,  [redacted]NCH Software[redacted]Ste. 120Greenwood Village, CO  80111###-###-####