NCH Software

We issued a full refund today (June 5th, 2017)Our technical support team was trying to help the customer with his softwareThe 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 programWe apologize for any inconvenienceThe customer had stated that he either wanted help with his software or he wanted a refund

HelloDebut is a Video Capture program that creates videos by recording the screen activity on the computer it is installed onIt 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 installedNCH 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 incorrectWe have tens of thousands of happy active Debut users around the worldAll of our software is virus freeWe scan all of our files against [redacted] rigorously, and we have strong relationships with the major Antivirus vendors, such as [redacted] , [redacted] , and [redacted] ***Our websites are hosted by reputable providers in secure data centersWe won't reimburse the customer for his time, but we issued a PayPal refund for the $that he paid for Debut on January 17th.Thanks

Initial Business Response / [redacted] (1000, 6, 2015/06/29) */ I have shared this complaint with our support managerHe will contact the customer directly to work through the issue and uninstall the software Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid tech to uninstall itI will not install it again Final Business Response / [redacted] (4000, 10, 2015/07/14) */ We did contact the user, however, he had already uninstalled the softwareWe are happy that he found a solution to his problem and sorry that he did not give us an opportunity to assist him firstWe wish him the best and hope he finds software better suited to his needs

The customer's payment was refunded on Tuesday, May 24th 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 purchaseAlso it seems that they say the same thing with regards not finding a reference email, however the email I sent for help isOctober 24, Sincerely, [redacted]

The customer was contacted on April 27th as followsWe 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 registeredAccording to our records, your registration information is as follows: [redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] Please let me know if you have any trouble downloading or registering your software Regards, [redacted] NCH Software [redacted] ***Ste120Greenwood Village, CO 80111###-###-####

Initial Business Response / [redacted] (1000, 6, 2015/12/17) */ We are sorry to hear that the customer had a poor experience with the softwareUnfortunately, his refund request was sent to the audio support department instead of the refund department and the customer did not reply to their responseWe apologize for the delay due to this in processing his requestWe do offer online support to all customers, phone support is for customers with a paid support planWe have issued the refund as requested and a support team member has contacted the customer with the refund information Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/12/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) NCH issued me a new key for the softwareThis is an acceptable resolution to the issue

Complaint: [redacted] I am rejecting this response because:I am sure that there is no way I will ever be reimbursed for my time, but I want to make clear that the response sent by the business is as slippery as the software installation wasIt is correct that no other software than Debut was "installed"What happens when one installs Debut is the Windows registry is littered with what are called 'keys' that create entries in the context menus (right-click pmenus) for files of all types with shortcut commands that, when chosen, ask the user to download and install NCH Software such as [redacted] , [redacted] ***, [redacted] ***, [redacted] ***, and othersAlso, the icons for the file types (ZIP, JPEG, etc.) that NCH creates these functions and padvertisements for get changed from the specific icons that used to show up to, now, a generic iconI have no idea what the purpose of this attack on the icons is, but it was the most difficult thing to reverseThese registry entries do NOT go away once the software is uninstalledOr, did not for me.I have found countless discussions on software and video editing forums full of unhappy Debut purchasers who tell the same tale I am telling Sincerely, [redacted]

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