ZYTO received the first call from the customer with concerns about technical issues near the end of the first month of useOn January 27th the Technical Support team attempted to contact the customer and left a messageFour days’ later the customer called back and spoke with Customer Service, expressing concerns about technical issues and wanting a refundZYTO has a no-refund policy that is listed in the Terms and Conditions that must be agreed to before purchasing the product and using the softwareCustomer Service explained the policy again but offered to submit a consideration for refund if the customer’s software was not functioning as intendedCustomer Service also offered to temporarily suspend subscription payment of the software while the customer received help to resolve technical concerns and any additional training or support neededThe customer refusedHowever, later that day the customer received technical support to address the concerns expressedOne concern was that client sessions were not showing upTechnical Support identified that missing sessions were on a different computer that had not been synced and explained how to sync the softwareThe customer also mentioned inability to email reportsTechnical Support tested two reports with the customer and both were successfulThe inability to view pdf reports on various devices was another concern of the customer; however, it is stated both on the product website and in the Terms and Conditions that the software only operates on Windows 7, 8, or Accessing pdf reports from other devices is possible if the viewer has the correct Adobe application to open the fileThis was also communicated with the customerZYTO provides reports in pdf format, but pdf files are an Adobe product and ZYTO does not have control over the display of this file type on all operating systemsThe customer then spoke with Customer Service staff and Supervisor several times in the following hours but because the software was operating properly, the no-refund policy was maintainedA free month subscription was offered again to remunerate some inconvenience but the customer refused and chose to stop use of the softwareZYTO also offers a referral program which includes a custom link that can be shared with othersWhen this link is clicked it takes the person to the store where they can purchaseIf the software is purchased, information about the referrer is associated to the order so that ZYTO can credit a referral bonus to that individualThis may explain the reason for an unknown referral – sometimes a link can be clicked and unbeknown to the buyer, they used a referral link.ZYTO continues to make clear its refund policy and software specifications prior to purchaseWe value our customer and seek to support and train as neededWe empathize with the customer's frustrations and hope that this clarifies efforts made to address concerns within our control
We are sorry to hear that you were unhappy with the productAccording to our records the issues that were discussed during the support calls were addressed successfullyDue to our no return policy, we are unable to issue a refundHowever, there are certainly new issues that can arise and we are willing to work through any other software or hardware issue directly related to the productWe want to help customers be successful
ZYTO received the first call from the customer with concerns about technical issues near the end of the first month of useOn January 27th the Technical Support team attempted to contact the customer and left a messageFour days’ later the customer called back and spoke with Customer Service, expressing concerns about technical issues and wanting a refundZYTO has a no-refund policy that is listed in the Terms and Conditions that must be agreed to before purchasing the product and using the softwareCustomer Service explained the policy again but offered to submit a consideration for refund if the customer’s software was not functioning as intendedCustomer Service also offered to temporarily suspend subscription payment of the software while the customer received help to resolve technical concerns and any additional training or support neededThe customer refusedHowever, later that day the customer received technical support to address the concerns expressedOne concern was that client sessions were not showing upTechnical Support identified that missing sessions were on a different computer that had not been synced and explained how to sync the softwareThe customer also mentioned inability to email reportsTechnical Support tested two reports with the customer and both were successfulThe inability to view pdf reports on various devices was another concern of the customer; however, it is stated both on the product website and in the Terms and Conditions that the software only operates on Windows 7, 8, or Accessing pdf reports from other devices is possible if the viewer has the correct Adobe application to open the fileThis was also communicated with the customerZYTO provides reports in pdf format, but pdf files are an Adobe product and ZYTO does not have control over the display of this file type on all operating systemsThe customer then spoke with Customer Service staff and Supervisor several times in the following hours but because the software was operating properly, the no-refund policy was maintainedA free month subscription was offered again to remunerate some inconvenience but the customer refused and chose to stop use of the softwareZYTO also offers a referral program which includes a custom link that can be shared with othersWhen this link is clicked it takes the person to the store where they can purchaseIf the software is purchased, information about the referrer is associated to the order so that ZYTO can credit a referral bonus to that individualThis may explain the reason for an unknown referral – sometimes a link can be clicked and unbeknown to the buyer, they used a referral link.ZYTO continues to make clear its refund policy and software specifications prior to purchaseWe value our customer and seek to support and train as neededWe empathize with the customer's frustrations and hope that this clarifies efforts made to address concerns within our control
We are sorry to hear that you were unhappy with the productAccording to our records the issues that were discussed during the support calls were addressed successfullyDue to our no return policy, we are unable to issue a refundHowever, there are certainly new issues that can arise and we are willing to work through any other software or hardware issue directly related to the productWe want to help customers be successful