L
lrs22
Guest
Folks,
I could use a bit of advice. The situation is
as follows. I purchased a software package.
This software never worked. I communicated
multiple times with this vendor's customer
support staff, starting during the warranty
period. The customer support staff was unable
to help. They actually recommended wiping the
disk drive and starting all over (very bad).
I continued to work with them, in the hope that
one of their engineers would fix the problem.
Six months went by, and this company released
the next version of this package. I again
contacted customer support to see if they yet
had a patch for the problem I reported. They
said the latest version of their software should
have the fix, and that I would be able to
PURCHASE this fix from their web site. No
patch would be made available for my version
of their software. By this time, the warranty
on my version had long expired.
So far, I was not impressed. Another six months
elapsed, and I decided to contact the Better
Business Bureau. The software company initially
made some inaccurate statements, such as I never
contacted their support line, and they would
never recommend wiping a disk drive. I presented
a copy of all the e-mail, and they changed their
story. They now say, however, that due to the
amount of time which had elapsed, refunding my
purchase would be unreasonable.
I waited six months to contact the BBB after
giving up on this company. There is no dispute
that this company's product is flawed. The BBB
is willing to take this into arbitration, which
could cost another $100. The question I have
before I take this step is whether I lost my
claim for a refund by waiting six months to
contact the BBB. Any advice?
The software company is headquartered in Utah.
I am in New Hampshire.
Thank you.
lrs
I could use a bit of advice. The situation is
as follows. I purchased a software package.
This software never worked. I communicated
multiple times with this vendor's customer
support staff, starting during the warranty
period. The customer support staff was unable
to help. They actually recommended wiping the
disk drive and starting all over (very bad).
I continued to work with them, in the hope that
one of their engineers would fix the problem.
Six months went by, and this company released
the next version of this package. I again
contacted customer support to see if they yet
had a patch for the problem I reported. They
said the latest version of their software should
have the fix, and that I would be able to
PURCHASE this fix from their web site. No
patch would be made available for my version
of their software. By this time, the warranty
on my version had long expired.
So far, I was not impressed. Another six months
elapsed, and I decided to contact the Better
Business Bureau. The software company initially
made some inaccurate statements, such as I never
contacted their support line, and they would
never recommend wiping a disk drive. I presented
a copy of all the e-mail, and they changed their
story. They now say, however, that due to the
amount of time which had elapsed, refunding my
purchase would be unreasonable.
I waited six months to contact the BBB after
giving up on this company. There is no dispute
that this company's product is flawed. The BBB
is willing to take this into arbitration, which
could cost another $100. The question I have
before I take this step is whether I lost my
claim for a refund by waiting six months to
contact the BBB. Any advice?
The software company is headquartered in Utah.
I am in New Hampshire.
Thank you.
lrs