unbound medicine

Hello, Our support team has worked with Ms [redacted] during two issues which have both been resolved in updates to our applications Her purchase was made through Google Play, which has its own return policy for software purchases Users seeking a refund for purchases made through Google Play can contact Google to request a refund if they are dissatisfied with their purchase, as Google is the company that has charged them for that purchaseUnbound Medicine responds to all support requests within one business day, and strives to assist users with a variety of concerns on multiple software platforms and multiple versions of operating systems on many different devices We encourage our users to contact us with issues that they have with our software applications so that we may troubleshoot with them toward the goal of resolving the problem so that the user can use the software application they purchased This troubleshooting, at times, can involve more than one email as issues may not be readily apparent, easily described, or the user may be using a device that has settings adjusted to a manner which can cause issues Unbound Medicine Support has responded to every contact Ms [redacted] has initiated in a timely manner with the interest of resolving any issues she has seen with our product We rely on users to have patience with our Support team when troubleshooting issues, and must further rely on users familiarizing themselves with the operation of the Play Store and Google's return policy when making purchases with their Google Play accountsThank you, -----------------------------------------------------Karen Z***Unbound Medicine, Inc.t (***) ***- [redacted] x***f (***) ***-***kz***@unboundmedicine.com

Hello,Please see below for the email sent to the customer regarding this complaintThe email sent on 1/13/details both the problem and our suggested solutionsAs you can see, we were unable to refund his credit card due to the policies of the credit card processorWe have explained to the customer how to access the product he purchased on the web, and have offered to replace it with a similar product but he has refused both proposed solutions.As stated in the email below, we are happy to help the customer in any way that is feasible.Thank you, and please do not hesitate to contact me with any questions.Thank you,Karen Hello [redacted] ,Kendric from our Technical Support team forwarded your message to me and explained the ongoing dialog you have been having with him regarding your purchase of the Merck Manual with Davis's Drug GuideThe facts as I understand them are as follows:On May 7,- you purchased a year subscription to Merck Manual with Davis's Drug Guide for Mobile and Web from the Unbound Medicine store.On the day of your purchase, you did not install the application that was available on the Google Play storemonths after your purchase, you attempted to install the app but were unable to find it on Google PlayYou contacted Technical Support and were told that the install has been removed from Google Play because Unbound Medicine no longer has a license to sell or distribute the Merck Manual app internationally.You requested a refund, but we were unable to process one because the credit card processor does not approve refunds on purchases after a month time period from the initial purchase.I believe the options that were presented to you were as follows:Access the subscription you purchased on the web (http://www.unboundmedicine.com/merckmanual)This will give you access to all of the content you purchased and is available from a browser on a desktop computer, a tablet, and a mobile phone.Replace your subscription with another similar valued Unbound Medicine productYour options included:5-Minute Clinical ConsultThe Washington Manual of TherapeuticsHarrison's Manual of MedicineYou have refused to register and use the product you purchased and refused our offer to replace it with a similarly priced productI would like to help you, but I am unsure of how I can do soPlease review the above and correct any misunderstandings and clarify your request.Best Regards,Chris.--Christopher G [redacted] V.PDevelopmentUnbound Medicine IncWBaltimore Ave#333Media, PA

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Please see below for the email sent to the customer regarding this complaintThe email sent on 1/13/details both the problem and our suggested solutionsAs you can see, we were unable to refund his credit card due to the policies of the credit card processorWe have explained to the customer how to access the product he purchased on the web, and have offered to replace it with a similar product but he has refused both proposed solutionsAs stated in the email below, we are happy to help the customer in any way that is feasibleThank you, and please do not hesitate to contact me with any questionsThank you,
Karen
Hello ***,Kendric from our Technical Support team forwarded your message to me and explained the ongoing dialog you have been having with him regarding your purchase of the Merck Manual with Davis's Drug GuideThe facts as I understand them are as follows:
On May 7,- you purchased a year subscription to Merck Manual with Davis's Drug Guide for Mobile and Web from the Unbound Medicine storeOn the day of your purchase, you did not install the application that was available on the Google Play store
months after your purchase, you attempted to install the app but were unable to find it on Google PlayYou contacted Technical Support and were told that the install has been removed from Google Play because Unbound Medicine no longer has a license to sell or distribute the Merck Manual app internationallyYou requested a refund, but we were unable to process one because the credit card processor does not approve refunds on purchases after a month time period from the initial purchaseI believe the options that were presented to you were as follows:
Access the subscription you purchased on the web (http://www.unboundmedicine.com/merckmanual)This will give you access to all of the content you purchased and is available from a browser on a desktop computer, a tablet, and a mobile phoneReplace your subscription with another similar valued Unbound Medicine productYour options included:
5-Minute Clinical Consult
The Washington Manual of Therapeutics
Harrison's Manual of Medicine
You have refused to register and use the product you purchased and refused our offer to replace it with a similarly priced product
I would like to help you, but I am unsure of how I can do soPlease review the above and correct any misunderstandings and clarify your requestBest Regards,Chris--
Christopher G***V.PDevelopmentUnbound Medicine IncWBaltimore Ave#333Media, PA

Hello, Our support team has worked with Ms*** during two issues which have both been resolved in updates to our applications. Her purchase was made through *** ***, which has its own return policy for software purchases. Users seeking a refund for purchases made through
*** *** can contact *** to request a refund if they are dissatisfied with their purchase, as *** is the company that has charged them for that purchase. Unbound Medicine responds to all support requests within one business day, and strives to assist users with a variety of concerns on multiple software platforms and multiple versions of operating systems on many different devices. We encourage our users to contact us with issues that they have with our software applications so that we may troubleshoot with them toward the goal of resolving the problem so that the user can use the software application they purchased. This troubleshooting, at times, can involve more than one email as issues may not be readily apparent, easily described, or the user may be using a device that has settings adjusted to a manner which can cause issues. Unbound Medicine Support has responded to every contact Ms*** has initiated in a timely manner with the interest of resolving any issues she has seen with our product. We rely on users to have patience with our Support team when troubleshooting issues, and must further rely on users familiarizing themselves with the operation of the *** *** and ***'s return policy when making purchases with their *** *** accounts. Thank you, -----------------------------------------------------Karen Z***Unbound Medicine, Inc.t (***) ***-*** x***f (***) ***-***kz***@unboundmedicine.com

Hello, Unbound Medicine relies on *** ***'s return policy for purchases made through the *** ***. *** *** offers refunds fo* *** *** purchases for hours after a purchase is made through the *** ***. After that time period, they advise users to "contact the developer to troubleshoot and find if you can get a refund." Our records indicate that the customer contacted our Support Team on 7/17/regarding difficulty installing her purchases and difficulty thereafter using the mobile apps. Our Support Team responded within hours and advised the user to re-install the application as a troubleshooting measure, at which point the application notified her that deleting the app would cancel her purchase, per the customer’s email response. That option was not selected, and the customer's next contact with our Support team was after the period in which we are able to issue a refund through *** ***. Our goal at Unbound Medicine is to provide the medical community with rapid access to reliable medical information. In pursuit of that goal, our Support team attempts to work with our users to troubleshoot any issue they may report. Our understanding is that the customer currently has full access to the content of her purchases, and we are prepared to issue new accounts to replace her current subscriptions (starting the subscription timer again) so that she may enjoy the full subscription year of the reference titles she originally wished to purchase. If the customer is amenable to this solution, we would ask that she contact our Support team via phone at ***-***-*** extension *** and speak to ***, one of our Support team members, for a walk-through in creating and accessing the new accounts. Thank you,Karen Z***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
The company states that I can get a refund through *** ***, which is incorrectI first contacted *** *** for the refund before contacting this business but they told me that I would have to ask for a refund through the business itselfThe business did respond to me in a timely manner as they stated, but each time they completely ignored each request for a refund, and simply told me to update the application, which did not solve the issue the first time, which meant that for several months I had an app that I'd paid $*** for that did not work every time I tried to use itI would simply like a refund and will drop this claim but they still seem to be refusing to grant the refund.?
Regards,
*** ***

Hello,Please see below for the email sent to the customer regarding this complaintThe email sent on 1/13/details both the problem and our suggested solutionsAs you can see, we were unable to refund his credit card due to the policies of the credit card processorWe have explained to the
customer how to access the product he purchased on the web, and have offered to replace it with a similar product but he has refused both proposed solutions.As stated in the email below, we are happy to help the customer in any way that is feasible.Thank you, and please do not hesitate to contact me with any questions.Thank you,Karen? ? Hello ***,Kendric from our Technical Support team forwarded your message to me and explained the ongoing dialog you have been having with him regarding your purchase of the Merck Manual with Davis's Drug GuideThe facts as I understand them are as follows:On May 7,- you purchased a year subscription to Merck Manual with Davis's Drug Guide for Mobile and Web from the Unbound Medicine store.On the day of your purchase, you did not install the application that was available on the Google Play storemonths after your purchase, you attempted to install the app but were unable to find it on Google PlayYou contacted Technical Support and were told that the install has been removed from Google Play because Unbound Medicine no longer has a license to sell or distribute the Merck Manual app internationally.You requested a refund, but we were unable to process one because the credit card processor does not approve refunds on purchases after a month time period from the initial purchase.I believe the options that were presented to you were as follows:Access the subscription you purchased on the web (http://www.unboundmedicine.com/merckmanual)This will give you access to all of the content you purchased and is available from a browser on a desktop computer, a tablet, and a mobile phone.Replace your subscription with another similar valued Unbound Medicine productYour options included:5-Minute Clinical ConsultThe Washington Manual of TherapeuticsHarrison's Manual of MedicineYou have refused to register and use the product you purchased and refused our offer to replace it with a similarly priced productI would like to help you, but I am unsure of how I can do soPlease review the above and correct any misunderstandings and clarify your request.Best Regards,Chris.--Christopher G***V.PDevelopmentUnbound Medicine IncWBaltimore Ave#333Media, PA

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.] I am not satisfied for the following ? reasons:Unbound medicine refuses to submit terms and conditions of the service providedUnbound medicine needs to prove and submit legal evidence that they are not able to rerfund me neither ? by refunding my credit card nore ? by refunding me through my bank accountI have informed them that if they want they may refund me by paying to my bank account in USAThat should not be a problem In that view the response by unbound medicine is only bunch of ? fabricated ? claims without any objective evidence to support their calimThe product that I bought was not only a one year subscription but digital books which I am not able to use in UK because now after months they claim they do not have the license agreement to download the digital books for UK customersIf they sell products in UK they should be regulated in UK for example by Ombudsam in UKThey claimed that they do not have complaint department and it is even unclear if they have had proper company registration and ? license to sell products in UK.?
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The company states that I can get a refund through Google Play, which is incorrect. I first contacted Google Play for the refund before contacting this business but they told me that I would have to ask for a refund through the business itself. The business did respond to me in a timely manner as they stated, but each time they completely ignored each request for a refund, and simply told me to update the application, which did not solve the issue the first time, which meant that for several months I had an app that I'd paid $[redacted] for that did not work every time I tried to use it. I would simply like a refund and will drop this claim but they still seem to be refusing to grant the refund. 
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.] I am not satisfied for the following  reasons:
1. Unbound medicine refuses to submit terms and conditions of the service provided.
2. Unbound medicine needs to prove and submit legal evidence that they are not able to rerfund me neither  by refunding my credit card nore  by refunding me through my bank account. I have informed them that if they want they may refund me by paying to my bank account in USA. That should not be a problem In that view the response by unbound medicine is only bunch of  fabricated  claims without any objective evidence to support their calim
3. The product that I bought was not only a one year subscription but 2 digital books which I am not able to use in UK because now after 8 months they claim they do not have the license agreement to download the digital books for UK customers. If they sell products in UK they should be regulated in UK for example by Ombudsam in UK. They claimed that they do not have complaint department and it is even unclear if they have had proper company registration and  license to sell products in UK. 
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.] I am not satisfied for the following  reasons:1. Unbound medicine refuses to submit terms and conditions of the service provided. 2. Unbound medicine needs to prove and submit legal evidence that they are not able to rerfund me neither  by refunding my credit card nore  by refunding me through my bank account. I have informed them that if they want they may refund me by paying to my bank account in USA. That should not be a problem In that view the response by unbound medicine is only bunch of  fabricated  claims without any objective evidence to support their calim3. The product that I bought was not only a one year subscription but 2 digital books which I am not able to use in UK because now after 8 months they claim they do not have the license agreement to download the digital books for UK customers. If they sell products in UK they should be regulated in UK for example by Ombudsam in UK. They claimed that they do not have complaint department and it is even unclear if they have had proper company registration and  license to sell products in UK. 
Regards,
[redacted]

Hello, Our support team has worked with Ms. [redacted] during two issues which have both been resolved in updates to our applications.  Her purchase was made through Google Play, which has its own return policy for software purchases.  Users seeking a refund for purchases made through...

Google Play can contact Google to request a refund if they are dissatisfied with their purchase, as Google is the company that has charged them for that purchase. Unbound Medicine responds to all support requests within one business day, and strives to assist users with a variety of concerns on multiple software platforms and multiple versions of operating systems on many different devices.  We encourage our users to contact us with issues that they have with our software applications so that we may troubleshoot with them toward the goal of resolving the problem so that the user can use the software application they purchased.  This troubleshooting, at times, can involve more than one email as issues may not be readily apparent, easily described, or the user may be using a device that has settings adjusted to a manner which can cause issues.    Unbound Medicine Support has responded to every contact Ms. [redacted] has initiated in a timely manner with the interest of resolving any issues she has seen with our product.  We rely on users to have patience with our Support team when troubleshooting issues, and must further rely on users familiarizing themselves with the operation of the Play Store and Google's return policy when making purchases with their Google Play accounts. Thank you, -----------------------------------------------------Karen Z[redacted]Unbound Medicine, Inc.t ([redacted]f ([redacted]@unboundmedicine.com

Hello, Unbound Medicine relies on Google Play's return policy for purchases made through the Play Store.  Google Play offers refunds for App Store purchases for 48 hours after a purchase is made through the Play Store.  After that time period, they advise users to "contact the developer to troubleshoot and find if you can get a refund."   Our records indicate that the customer contacted our Support Team on 7/17/2017 regarding difficulty installing her purchases and difficulty thereafter using the mobile apps.  Our Support Team responded within 24 hours and advised the user to re-install the application as a troubleshooting measure, at which point the application notified her that deleting the app would cancel her purchase, per the customer’s email response.  That option was not selected, and the customer's next contact with our Support team was after the period in which we are able to issue a refund through Google Play. Our goal at Unbound Medicine is to provide the medical community with rapid access to reliable medical information.  In pursuit of that goal, our Support team attempts to work with our users to troubleshoot any issue they may report.  Our understanding is that the customer currently has full access to the content of her purchases, and we are prepared to issue new accounts to replace her current subscriptions (starting the subscription timer again) so that she may enjoy the full subscription year of the reference titles she originally wished to purchase. If the customer is amenable to this solution, we would ask that she contact our Support team via phone at [redacted]-[redacted]-[redacted] extension [redacted] and speak to [redacted], one of our Support team members, for a walk-through in creating and accessing the new accounts. Thank you,Karen Z[redacted]

Hello,Please see below for the email sent to the customer regarding this complaint. The email sent on 1/13/16 details both the problem and our suggested solutions. As you can see, we were unable to refund his credit card due to the policies of the credit card processor. We have explained to the...

customer how to access the product he purchased on the web, and have offered to replace it with a similar product but he has refused both proposed solutions.As stated in the email below, we are happy to help the customer in any way that is feasible.Thank you, and please do not hesitate to contact me with any questions.Thank you,Karen  Hello [redacted],Kendric from our Technical Support team forwarded your message to me and explained the ongoing dialog you have been having with him regarding your purchase of the Merck Manual with Davis's Drug Guide. The facts as I understand them are as follows:On May 7,2015 - you purchased a 1 year subscription to Merck Manual with Davis's Drug Guide for Mobile and Web from the Unbound Medicine store.On the day of your purchase, you did not install the application that was available on the Google Play store8 months after your purchase, you attempted to install the app but were unable to find it on Google Play. You contacted Technical Support and were told that the install has been removed from Google Play because Unbound Medicine no longer has a license to sell or distribute the Merck Manual app internationally.You requested a refund, but we were unable to process one because the credit card processor does not approve refunds on purchases after a 3 month time period from the initial purchase.I believe the options that were presented to you were as follows:Access the subscription you purchased on the web (http://www.unboundmedicine.com/merckmanual). This will give you access to all of the content you purchased and is available from a browser on a desktop computer, a tablet, and a mobile phone.Replace your subscription with another similar valued Unbound Medicine product. Your options included:5-Minute Clinical ConsultThe Washington Manual of TherapeuticsHarrison's Manual of MedicineYou have refused to register and use the product you purchased and refused our offer to replace it with a similarly priced productI would like to help you, but I am unsure of how I can do so. Please review the above and correct any misunderstandings and clarify your request.Best Regards,Chris.--Christopher G[redacted]V.P. DevelopmentUnbound Medicine Inc.2 W. Baltimore Ave. #333Media, PA 19063

Review: Unbound medicine sells digital material and reference books to health care professionals

The product which I purchased is the digital form of Merck Manual for professionals. The application should be compatible and available to be downloaded for use on Android mobile device and for use as digital book.

I purchased the above in May 2015 but it appears that it can not be used any more or at least not available for use in UK where I leave. Unbound medicine has not been transparent regarding terms and condition of use. The product or service has not been provided. Unbound medicine is not any more able to provide the service and has been refusing to refund me

Business

Response:

Hello,Please see below for the email sent to the customer regarding this complaint. The email sent on 1/13/16 details both the problem and our suggested solutions. As you can see, we were unable to refund his credit card due to the policies of the credit card processor. We have explained to the customer how to access the product he purchased on the web, and have offered to replace it with a similar product but he has refused both proposed solutions.As stated in the email below, we are happy to help the customer in any way that is feasible.Thank you, and please do not hesitate to contact me with any questions.Thank you,Karen Hello [redacted],Kendric from our Technical Support team forwarded your message to me and explained the ongoing dialog you have been having with him regarding your purchase of the Merck Manual with Davis's Drug Guide. The facts as I understand them are as follows:On May 7,2015 - you purchased a 1 year subscription to Merck Manual with Davis's Drug Guide for Mobile and Web from the Unbound Medicine store.On the day of your purchase, you did not install the application that was available on the Google Play store8 months after your purchase, you attempted to install the app but were unable to find it on Google Play. You contacted Technical Support and were told that the install has been removed from Google Play because Unbound Medicine no longer has a license to sell or distribute the Merck Manual app internationally.You requested a refund, but we were unable to process one because the credit card processor does not approve refunds on purchases after a 3 month time period from the initial purchase.I believe the options that were presented to you were as follows:Access the subscription you purchased on the web (http://www.unboundmedicine.com/merckmanual). This will give you access to all of the content you purchased and is available from a browser on a desktop computer, a tablet, and a mobile phone.Replace your subscription with another similar valued Unbound Medicine product. Your options included:5-Minute Clinical ConsultThe Washington Manual of TherapeuticsHarrison's Manual of MedicineYou have refused to register and use the product you purchased and refused our offer to replace it with a similarly priced productI would like to help you, but I am unsure of how I can do so. Please review the above and correct any misunderstandings and clarify your request.Best Regards,Chris.--Christopher G[redacted]V.P. DevelopmentUnbound Medicine Inc.2 W. Baltimore Ave. #333Media, PA 19063