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Complaint Details

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Initial Complaint
12/10/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In 2023 I downloaded free software online; Voxal, Express Zip, and Pixillion, which are all NCH Software. Later, I decided to remove the free software and found that I couldnt. Many files duplicated and attached themselves to other program files and registry in my C drive causing a significant amount of bloat. I tried to find a contact number for *** online, but the only number led to a website basically stating that I cant talk to a human being unless I purchase their premium service membership. After several attempts to get help, I eventually gave up as there was no avenue for me to pursue. Recently I became aware that *** started responding to complaints here, so Im trying again. I want them to remove ALL NCH related files from my computer at no expense to me, as I would have never installed any of it if I had known this beforehand. There is plenty of material on-line posted by others to support these complaints.
Business response
12/11/2024
Our support team will be reaching out directly to assist this customer. We have free email ticket support for anyone here ***************************************** available at the top of our main web page. Phone support is a paid support service.
Customer response
12/11/2024

Complaint: 22670584

I am rejecting this response because: Since I had no recourse at the time, I asked a tech savvy friend to help me get rid of as many of the *** files as possible. The NCH software no longer shows up in the standard Uninstall list of programs in Windows 10, but a deeper search does show how the software remains connected to other files in my C drive. I will require a technician's help to find and delete all these files, as this is beyond a simple uninstall procedure.

Sincerely,

*** ******
Business response
12/13/2024
We have free online support, and our support manager has specifically reached out to this customer to assist with their issue. They should check their spam folder if they are not seeing the multiple inquires sent to them over the last 24 hours requesting additional information on the issue. Until they respond to the support inquiries, or submit their own support request independently, we are unable to assist.
Customer response
12/14/2024

Complaint: 22670584

I am rejecting this response because: To date I have only received two emails since opening this complaint. One from Christian on Dec. 11th, and one from ******** on the 12th. Nothing else in my spam folder. This is not so simple a situation as a standard uninstall will correct. While the programs files are removed, the registry is full of links between file types and the now removed NCH software. Please see the attached file for a list of 26 registry keys which we found during a cursory search. So far I've found at least 40 more which appear in the search results. Additionally the attached screenshot shows other NCH related files which were not removed during the initial uninstall attempts.

Sincerely,

*** ******
Business response
12/16/2024

With regards to complaint ********. This customer is refusing to work with our support team on a resolution. There is nothing further we should need to communicate to this customer through the ******************** - the customer is not working with us in a reasonable fashion. It would be appreciated if you could close this ticket after the next inevitable rejection rather than continuing a circular dialog with an unreasonable customer. Thanks. ****.

Business response
12/16/2024
The behavior being described does not have a precedent if standard Windows uninstall was utilized and more information was requested by support so that they could assist the customer. Here is the request from support sent by ******** on 12/12:
"If you did uninstall everything correctly as you would any other program, you should not be having any issues with your files. To properly assist and grasp what the issue is, could you please provide us a more detail description of the issue, could you please provide screenshots or a small video showing your issue. Also, if any files you wish to open are requesting one of our programs to open, all you need to do is right-click on the file you have issues with, and select the OPEN WITH option, then choose which app you wish to use to open the file and then check the box to set that as the default app to open those type of files.
We will be waiting for your reply.
The customer received this but has provided no response to support - only another BBB resolution rejection. Without further information from the customer it is not possible to assist with their problem.
Initial Complaint
11/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
NCH Software's INVASIVE program was installed on my computer without my permission. They have blocked every means to uninstall it. Their 'Uninstall' link goes to a page telling how I can remove every program from my computer but theirs.I guess they think this is a cute way to do business, but it only exposes them for the scum that they are.
Business response
11/13/2024
*** does not publish any software that installs without permission. We have a standard uninstall dialog for all of our published software. This option is readily available through Windows>Control Panel>Uninstall Software, and Mac and mobile software standard uninstall procedures. If the customer is seeing any other dialog when they attempt to uninstall then it is likely they have installed some sort of malware through a channel other than NCH Software. Support is free and can be contacted at *****************************************. As a courtesy a support manager will be reaching out to this customer via the email provided to assist with any issues related to our software.
Initial Complaint
08/20/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 8/18/2024 I paid for an access code to use software I downloaded from the company. On 8/19/2024 the funds were taken from my account. As of today I have yet to receive a code to use the software and no response to my emails from the company.
Business response
08/21/2024
Firstly, apologies to this customer for their frustration. It has been confirmed that both tickets submitted by this customer were received by support, and replies including codes were successfully sent to both support tickets regarding this issue. It is likely that both the original codes and the support tickets are in the customers SPAM folder. If they are unable to find the code or to receive communication from our company for some reason that they can't determine or fix, we are happy to refund their payment upon request.
Customer response
08/21/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************
Initial Complaint
08/02/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I've been trying for 2 weeks to get NCH to answer an email or chat.
Business response
08/05/2024
Our free and paid support link is *****************************************. Sometimes ticket responses can be missed in customer email client SPAM. If chat/phone support was purchased the proper access would have been received via email. Support will be reaching out directly via ticket to this email address provided. Please check SPAM folders as that is the usual reason support tickets would not be received. Chat should be immediate, unless an offline message is left and that would be answered within hours in most cases. There are not the same SPAM issues with chat so it is unknown how a chat can go unanswered for 2 weeks. Again support is reaching out directly so please check SPAM if nothing is received into the inbox.
Customer response
08/05/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
08/02/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I contacted NCH SOFTWARE and told them I was not using the software any more because it did not work properly. I wanted a refund, and to stop charging me. They charged me again 3 months later July 24, 2024 as you can see by the uploaded document.
Business response
08/05/2024
We apologize for any errors with subscription processing. Support is reaching out directly to get this issue resolved quickly. Please keep an eye out for an email from NCH Software support.
Initial Complaint
08/01/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
paid for a service impossibile to be used. Their page results impossible to open it
Business response
08/01/2024
Support is reaching out directly to assist this customer with a refund or whatever is required.
Initial Complaint
08/01/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The software has stopped working. I tried reinstalling, but when I try to activate the registration, the website (different from the commerce site) 404's (not found). Forgot my password and the commerce site doesn't send reset email.
Business response
08/01/2024
Support is reaching out to this customer directly to provide a refund. And hopefully to find out more information. There is no software product listed and we do not use passwords for product registration. So the actual issue is not clear.
Initial Complaint
06/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased PhotoStage software online and I was charged for it. However I never got the registration codes. I tried to contact them via email. Even after 48 hours I am not getting any response from them. Their live chat does not work and they dont have a customer number. It is totally frustrating.
Business response
06/24/2024
We are sorry to hear you did not receive your code. Support will be emailing to resolve this issue.
Initial Complaint
04/11/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On april 11th 2024 I came across a advertisement on ****** stating this product was free and I could download it well after making 2 videos they are trying to force me to pay to use it this was not what was advertised and there are laws against it,
Business response
04/12/2024
NCH Software has trial products with ************* that restrict usage after a period of time and use. We also offer completely free products that do not include all of the features of the Pro versions and have no restrictions. It seems that this customer downloaded from a link to a trial version rather than the free version. Our support manager will be contacting this customer to get the correct product and then send them a link to the free version download.
Customer response
04/12/2024

Complaint: 21562372

I am rejecting this response because: In the picture I provided the product was clearly paid to be advertised on ****** as free there was 0 mention of a free version or free trial. I did not accidentally download any free trial version as that's not what was advertised they know they are baiting people into buying their product as advertising it as it as free then wanting them to pay for it after a couple uses.

Sincerely,

***************************
Initial Complaint
03/21/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I dont recall ever purchasing anything from NCH software and its no where to be seen on my devices. In addition I tried to cancel subscription but none of my emails register as having an account and the number they have to call does not answer without paying for a pin. Ive been charged ***** 4 times since May and have no way to cancel. It looks like Im not the only one they do this to.
Business response
03/22/2024
This customer purchased a quarterly subscription to WavePad on Nov 15, 2021, 9:17?AM. The customer received all information required at time of purchase to cancel at this link: ********************************************************. NCH Software has free product, refund and cancelation support via online ticketing system at **********************************************;
Support has been asked to cancel this customers subscription and reach out to advise the customer when this is complete.
Email sent 11/17/2021 along with a separate product registration information email:
Our Ref:
SP7089049

To:
***************************

From:
NCH Software
19 ****************
GPO Box 1169
******** *** 2600
*********

For:
Software Licenses
Quarterly Subscription: WavePad Sound Editor Master's Edition ($21.50ea): $US21.50 billed every 3 months unless cancelled
No technical support purchased.
Delivery by online download.

Total:
$AUD29.47 (approximately $USD21.50 at this week's exchange rate)

License Registration ID: *******

Paid **** or Mastercard

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