DVD-Cloner II Refund Help - First Post

vbimport

#1

Hi all. First post :clap:

Well, I have lurked around for awhile and I have run into a problem so I thought I would ask for guidance. :o

So I pruchased DVD-Cloner II last month. It was the first all-in-one program I had ever used and they offered a “money back gurantee”. They are refusing to refund my money even though I asked for a refund the second day I bought it. See the email string below and tell me what you think. Is there another avenue I can take? Am I wrong in feeling like I deserve a refund?? :confused:

Any help would be appreciated :flower:

[I]Dear [email removed],

==== PLEASE DO NOT REPLY TO THIS EMAIL ====

This is a response to your DVD-Cloner support ticket T0091A024.
If your issue remains unresolved, please update your inquiry at:

http://www.dvd-cloner.net/support_client/tr.php?no=T0091A024&e=[email removed]

If you are not satisfied with our service,please file a complaint at:
http://www.dvd-cloner.com/complain_form.html

Thank you for your cooperation!

DVD-Cloner support team.

Discussion Thread:

On 2005-08-16 15:10:45,support_lxh wrote to [email removed]([email removed]
):
Our support manager has contacted me about your complaint and paid much
attention to this case.
As I have said last email you can’t get your refund.
Please use our new version 2.50. Please uninstall the old version, then download
the new version 2.50 at http://www.dvd-cloner.com/download.html�� and register
it with your register code and the email address.
Thank you.

============================================================================
On 2005-08-14 10:41:56,support_lxh wrote to [email removed]([email removed]
):
Sorry I find that your order is 2005-06-28,it have been beyond 30 days since you
ordered our software.So,we can’t refund you.
Please use our new version 2.50. Please uninstall the old version, then download
the new version 2.50 at http://www.dvd-cloner.com/download.html�� and register
it with your register code and the email address.
Thank you.

============================================================================
On 2005-08-13 07:08:00,[email removed]([email removed]) wrote to
support team:
Hi. It has been over a month now and I have not recieved a refund. I attempted
all of the trouble shooting problems you suggested and I was not satisfied with
the product. Please refund my money.

============================================================================
On 2005-07-08 10:14:24,support_lxh wrote to [email removed]([email removed]
):
Or you can download our software V2.40 to have a try.Maybe you can get different
result.
In fact, DVD-CLONER is really very good software, easy to use, cheaper comparing
with some other cloning software.
It ranks the first on several reviews.
We provide one month refund pledge and you can make best use of it.
Just as what I have said, we can refund you if the problems caused by our
software.
But why not giving us a chance to prove ourselves and also a chance to you not
missing really good software?
Thank you for your cooperation.

============================================================================
On 2005-07-08 03:33:43,[email removed]([email removed]) wrote to
support team:
I do appriciate that you are trying to trouble shoot the issue. However, I am
using the most current version (2.50). Please issue a refund.

============================================================================
On 2005-07-07 16:17:16,support_lxh wrote to [email removed]([email removed]
):
What version did you use?
Please use our new version 2.50. Please uninstall the old version, then download
the new version 2.50 at http://www.dvd-cloner.com/download.html�� and register
it with your register code and the email address.
Would you please have a try before asking refund?
We will honor our money back guarantee. Please don’t worry about it.

============================================================================
On 2005-07-07 12:03:11,[email removed]([email removed]) wrote to
support team:
I am NOT satisfied with the product quality. I purchased the software based on
the EASE OF USE guaranteed on your web site. The program does not make good
quality back ups. Please stop suggesting different options for me to try. I do
not like the product. PLEASE issue me a refund.

============================================================================
On 2005-07-06 12:57:08,support_lxh wrote to [email removed]([email removed]
):
You can try it again in this way:
Please select your hard disc as target drive. You may backup your DVD to your
hard Disk first and see if you can get the whole DVD on your PC or not. Then
please play back your movie. If you do that successfully you can use DVD-CLONER
or NERO or other burning software bundling with your DVD burner to burn it to
your blank DVD disk. If it can’t be played, you need to try another DVD movie.
Thank you!
We can refund you if it is due to the quality problem of our software and it
must within one month since you ordered it. What about trying again before
requesting a refund? Thank you for your cooperation.

============================================================================
On 2005-07-06 08:51:34,[email removed]([email removed]) wrote to
support team:
I am not satisfied with the quality of the movies after they are compressed. I
coppied and burned two of my movies and they do not look good. You website does
not state that there has to be an error message to recieve a refund. I ordered
the product on 6/27/05 and requested a refund on 7/2/05 I tried to make a
back-up twice and did not like the results. Please refund my money. Thank you.

============================================================================
On 2005-07-04 10:30:46,support_lxh wrote to [email removed]([email removed]
):
We can refund you if it is due to the quality problem of our software and it
must within one month since you ordered it. We do need some clues to verify if
it’s our software problem. Please tell us more details about your problem, such
as the exact error message, your settings, steps etc. then I will try to assist
you.

============================================================================
On 2005-07-04 09:05:28,[email removed]([email removed]) wrote to
support team:

Written by [email removed] on 02 Jul 2005 13:59:53:
I would like a refund for the product I ordered.

DVD-Cloner II

Swreg Order Number: U11491493

Thank you![/I]


#2

If you paid by credit card ask you credit card company to do a charge back. You will have to have the reason why though.


#3

If you haven’t already sent the history of the emails, do that.

Me, I would just start spreading the serial number for the program. And buy a better one.


#4

i didn’t read what the terms of their money back guarantee were, but they do allow trial usage before you buy the product, so you probably should’ve made sure you found the quality acceptable before buying it. you also waited far too long to follow up with another email (with the 30 day window closing in the process). you should read the terms of their money back guarantee carefully to see if you fall within what is acceptable for a refund, and if you do, then complain to them and then to your credit card company.

wow, $60 for such a crappy product.


#5

Yes, he should have used the trial version.

Yes, he should have emailed again within the 30 days.

Rereading the emails, it appears they were stalling, asking him to try a OLDER version. I’m guessing they dropped it thinking he tried it and was successful. IMO- If a company (that sells this type of product) asks you to use an older version of their product to see if there is a difference, they deserve to lose out on money.

Email again, with the previous emails. Tell them again you do not like the performance of their product, and because you emailed them (originally) within the 30days and they were not helpful, you would like your refund.


#6

Sorry for the late reply. Have been offline for awhile.

Update: I have contacted my bank and they have issued a temporary refund pending an investigation.

These dirtbags were deffinately stalling. No question. I repeatedly stated “I want a refund”. When they indicated that I had 30 days and it would be no problem, I assumed they would refund at 30 days.

From their site:
[I]Does your trial version have any limitations?

Yes. The trial version of DVD-Cloner will clone only 20 percent of the DVD, while the full version will clone the entire DVD.[/I]

How the heck can you test a product like that?

With our 30 days money back guarantee, you do not need to worry anything!

I asked for a refund the day after I downloaded that crappy software. And then three times after that. Is it reasonable to ask me to send an email once a day for 30 days asking for a refund? I think not. They were totaly unresponsive. :a

Oh well. Will let you all know the outcome…


#7

I very much hope that you will succeed. It is high time companies stick to the letter of the agreement.
Btw, statements on an official site are legally binding.