We were not able to find any purchase records of Nitro Pro from or earlierWhen we asked for more information about this particular transaction, customer ignored us and stopped communicatingBoth purchases of Nitro Pro from have been refundedIt is not possible for Nitro Software Inc to charge a Nitro Pro trial customer without customer selecting to upgrade and then entering his/her personal and credit card informationIn other words, simply installing a trial Nitro Pro license does not come with a charge Customer contacted us times and each time our Support team responded professionally and within SLA requirementsCustomer expected responses within minutes even though he has not subscribed to our Software Assurance which ensures first response time within hoursInstructions were clear but ignored by the customerCustomer has never activated his license, even after we provided him with serial number and instructions on how to activate itWe asked for a screenshot of any error messages he received but customer kept ignoring our questions and troubleshooting stepsHe kept complaining that we don’t have phone support even after we told him that we only provide email support Each correspondence and response times are recorded in our ticketing system as evidence that there was no mishandling of this customer’s cases
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We were not able to find any purchase records of Nitro Pro from or earlierWhen we asked for more information about this particular transaction, customer ignored us and stopped communicatingBoth purchases of Nitro Pro from have been refundedIt is not possible for Nitro Software Inc to charge a Nitro Pro trial customer without customer selecting to upgrade and then entering his/her personal and credit card informationIn other words, simply installing a trial Nitro Pro license does not come with a charge Customer contacted us times and each time our Support team responded professionally and within SLA requirementsCustomer expected responses within minutes even though he has not subscribed to our Software Assurance which ensures first response time within hoursInstructions were clear but ignored by the customerCustomer has never activated his license, even after we provided him with serial number and instructions on how to activate itWe asked for a screenshot of any error messages he received but customer kept ignoring our questions and troubleshooting stepsHe kept complaining that we don’t have phone support even after we told him that we only provide email support Each correspondence and response times are recorded in our ticketing system as evidence that there was no mishandling of this customer’s cases