SmartDraw.com

Dear *** ***, We have received your letter dated January regarding the above referenced complaint. A copy is attached for your reference. Our records indicate that we’ve had engagement with MrMiller several times over the last few years. Most recently, he contacted
our customer support team by email and later that day with a phone call on January 20, 2015. We believe his issue has been resolved and have not heard otherwise. The issue that MrMiller most recently ran into was he was trying to install SmartDraw on a machine that he himself had previously disabled earlier in the dayAs a result, SmartDraw would no longer install on that machine which lead to his complaint directly to the Revdex.com before even giving us the opportunity to fix it. Once he enabled the machine again and ran our application with administrative rights, he was then able to run the program successfully. As to his licensing issue, his SmartDraw license is not a subscription He purchased an upgrade to SmartDraw back on November 17, for $and chose not to order a Backup CDHis license is perpetual but the installer we host on our website is only available to download for year unless the user chooses to renew and keep active a maintenance subscription which gives him the latest version of SmartDraw and continued access to download his product. In other words, the software will operate indefinitely as long as it is installed and remains installed However it can only be downloaded for installation for a one year period from time of purchase unless the purchaser elects to purchase maintenance or upgrade. As mentioned above, we believe the matter has already been resolved with MrMiller. If that is not the case we are happy to continue to work with him until the matter is resolved to his satisfaction. *** *** *** ** ***SmartDraw Software, LLC*** *** *** *** *** *** ** *** *** * *** *** *** ***

Review: I purchased an enterprise version of Smartdraw 2012 and am unable to activate it. I have the original download file and none of my keys are working. This company uses deceptive practices to sell its software as you must purchase an ongoing yearly subscription to download the program you have purchased. There appears to be no other value in the yearly subscription. It also appears that they have disabled the ability to reinstall the old version of the software. I have previously contacted the company about this issue and the instructions provided do not work.Desired Settlement: Please provide a refund or enable my software.

Business

Response:

Dear [redacted], We have received your letter dated January 21 regarding the above referenced complaint. A copy is attached for your reference. Our records indicate that we’ve had engagement with Mr. Miller several times over the last few years. Most recently, he contacted our customer support team by email and later that day with a phone call on January 20, 2015. We believe his issue has been resolved and have not heard otherwise. The issue that Mr. Miller most recently ran into was he was trying to install SmartDraw on a machine that he himself had previously disabled earlier in the day. As a result, SmartDraw would no longer install on that machine which lead to his complaint directly to the Revdex.com before even giving us the opportunity to fix it. Once he enabled the machine again and ran our application with administrative rights, he was then able to run the program successfully. As to his licensing issue, his SmartDraw license is not a subscription. He purchased an upgrade to SmartDraw 2012 back on November 17, 2011 for $106.67 and chose not to order a Backup CD. His license is perpetual but the installer we host on our website is only available to download for 1 year unless the user chooses to renew and keep active a maintenance subscription which gives him the latest version of SmartDraw and continued access to download his product. In other words, the software will operate indefinitely as long as it is installed and remains installed. However it can only be downloaded for installation for a one year period from time of purchase unless the purchaser elects to purchase maintenance or upgrade. As mentioned above, we believe the matter has already been resolved with Mr. Miller. If that is not the case we are happy to continue to work with him until the matter is resolved to his satisfaction. [redacted]SmartDraw Software, LLC[redacted]