My expectation is if I purchase software online and decide I don't want it, I can get an immediate refund. That is my expectation because that has been my experience. That is until I purchased Atomic Password Recovery Not only do they not offer an immediate refund, they expect their dissatisfied customers to download a refund form, fill it out, go to the post office, mail it toTovarischeski,. Russia and then wait for Russia to send you back a check for the refund amount.
How long is that float?
The software cost $30.00. I paid with a credit card which should have resulted in an easy refund. It was a Sunday morning. As is the process when you buy software online, I received an email with registration code.Only problem, it didn't work. That's when I discovered the company didn't offer phone support.
No worries, I sent an email to their help desk. That was on Sunday August 22, 2010. My expectation was that I would get an immediate response.
I didn't hear from them on Sunday or Monday. By Monday, I decided I no longer needed or wanted this software and requested a refund. So far, nothing particularly unusual in the transaction.I bought something. It didn't work. I wanted my money back. That's when the fun began.
On Thursday August 26,2010,--four days after I sought technical support and three days after I requested a refund, the company processing the payment, SWREG forwarded an email to the good folks at firstname.lastname@example.org informing them of my concerns.
On Sunday August 28,2010 I received an email informing me that the company doesn't give "unconditional refunds."
I am sorry, but we do not provide an unconditional refund. We make a refund after we receive a refund request form from you.
Can you tell me the ID of your ticket given to you when you contacted our support team? Immediately upon payment you receive a valid key for the current version of the program that can be downloaded on the web-site.
It was the last sentence of that message that tipped me over the edge. The whole reason I wanted the refund was that the "key code" didn't work. I remember thinking what is the problem, don't they understand English? Apparently not.
Finally, I got a response on how to request a refund. Turns out they wouldn't just credit my credit card. Instead, they expecdted me to fill ot a form, mail it to a guy in Russia and then he would issue a check. I kid you not.
Curious if anyone has ever sent Denis Gladysh,the CEO of AccentSoft, this form ,and if you did how long did it take to get your money. My hunch is that for $30 most people would simply be annoyed but not make the effort to write a letter to Russia.
As it turns out, I am getting a refund without sending the letter to Russia. I contacted SWREG, who processed the original credit card transaction,and after explaining the situation, they promised that I would get a credit card refund. According to the email, the refund is in process.