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Complaint Details
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Initial Complaint
12/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased recording software from NCHS that was provided by downloads, with registration codes supplied after purchases. But my computer crashed this year and I could not re-download the same software with the same registration codes. They say they do not support older versions of their software and they demand payment for upgrades, so effectively I lost all the software I paid them for. This tells me quite clearly that they are only interested in collecting your CASH and they'll stoop to effectively disabling your software if it fails, in return for more CASH. I call that extortion.
Business response
12/12/2022
None of this is accurate. We do support older versions of our software and support is able to supply the version that worked with the original codes purchased. There is not a need to pay for an upgrade with this process. Support has been notified and the customer should be receiving a support ticket communication.Initial Complaint
11/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
ORIGINAL COST, (APX) $40 PURCHASED (APX) 1 YEAR AGO FOR A ONE-****, ONE COMPUTER LICENSE I RECEIVED THE LICENSE, AND THEY UPGRADED THE ********************** WHICH AUTOMATICALLY CANCELLED THE LICENSE I PAID FOR - THEY TRIED TO FORCE ME TO BUY THE UPGRADE BUT I DID NOT NEED IT, AND SAID TO REINSTATE THE LICENSE I PAID FOR - THEY DID AND IT WORKED. SOME**** LATER THEY UPGRADED AGAIN - AND REPEATED ALL OF THIS ONLY THIS **** THE OLD LICENSE THEY SENT FAILED BUT TECHNICAL SUPPORT SAID IT SHOULD WORK FINALLY, I ASKED TO ESCALATE TO CUSTOMER SERVICE - THEY SAID I PURCHASED A 3 MONTHS LICENSE AND IT EXPIRED ABOUT A YEAR AGO (DURING THE **** I USED IT AND RESTORED IT SEVERAL ****S SO THAT DID NOT MAKE ANY SENSE - THEY REFUSED TO HELP AND DID NOT EVEN RESPOND TO MY REQUEST TO DOCUMENT MY PURCHASE - THEY TOOK MY MONEY AND RAN. HERE IS SOME OF THE THREAD AS MY CHARACTER COUNT WILL PERMIT: That is certainly not what I selected or intended to select. Either your purchasing software isnt working or your options are not very clear or someone made a mistake. So are you saying that NHC has been taping into my credit card without me realizing it? Also, can you send me a screenshot of what I clicked on to make this bogus purchase? Also please send me a statement of exactly I was charged when. Somewhere there was a mistake, maybe me and maybe NHC. This is not what I purchased so I say its NHC. There is no way to tell where the error lies but I want you to correct it based on what I feel I purchased. Clearly, I would not have spent nearly a week and 20 hours of my time trying to get something working if I had any thought that I was working so desperately on something I bought that would expire in three months. That notion speaks for itself and you should understand that. Notably, not one of your technical people agreed with you and each and every one of them thought and tested the license as a permanent, one-time purchase. Please review the troubleshooting efforts that went on.CUT OFF.Business response
11/21/2022
This customer clearly purchased a subscription. They were shown their receipt during their support communication that shows a quarterly subscription purchase. Our shopping cart has a tick box "Debut Video Capture Software Pro Edition Quarterly Plan
Unlimited ongoing use of all professional version features and all upgrades billed $11.64 quarterly Full Pro Edition for only 13 cents per day!" That was the option selected by this customer. Despite this customers mistake our support manager has been instructed to send them a full license key for Debut without requiring them to purchase it.Initial Complaint
11/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased hardware and accompanying software from NCH Software in December of 2018. Now to use the software they expect me to pay again to use it. I need this software to use the hardware they sold me.Business response
11/15/2022
Our records show this customer purchased Prism in February of 2019. Prism is not sold with any hardware. If there is hardware involved we do not have any record of any hardware purchase based on the information provided to date. The customer upgraded his ********************** to the latest version and then 2 weeks later was asked to purchase a license since free updates are only available for 12 months. We apologize for the customers frustration, but support provided him with the link to the original version of the software he purchased that will work with his original license key. At no cost to the customer - they do not have to purchase anything to continue to use the software. The customer is now asking for a free upgrade. If there is a hardware element to this issue where the customer can no longer use hardware they purchased from us they can re-open their closed support ticket with this new information. Outside of that they have been provided with access to their original working configuration at no cost to them.Initial Complaint
09/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I made a purchase for 1 quarterly subscriptions in December 2021 which it comes with a serial code and it states that I have 24 months to activate that subscription, for September 2022 I tried to activate the subscription using the purchased code, but, the system says me that the code is expired. I communicated with contact services and they just answered that NCH don't care if the user uses or not the service after the three months of the purchase, the code will expire, so, my money is lost.Business response
09/15/2022
Apologies for what has obviously been a frustrating experience. Unfortunately we have not received any support communications from this customer using the email address provided. I have asked our support manager to reach out using the provided email address and provide the customer with a working perpetual license key. What happened is that the customer signed up for a quarterly subscription instead of an outright product purchase. This subscription bills as soon as the purchase is made and then every 3 months afterwards automatically until the customer cancels or the charge is declined. This occurs whether the customer installs the product or not. For this customer the charge was declined for one of the subscription renewal periods, so the license was canceled. This is the reason the customer is getting the "license key is expired" message - because his quarterly payment was declined and he is no longer an active subscriber. The original purchase is too old for us to refund, but the perpetual key he will receive will allow him to use the product indefinitely. Thanks. NCH Support.Customer response
09/15/2022
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
06/13/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Tried to purchase a one time $30 subscription from NCH software for the WavePad audio editor, charged the card but no product. No way around it, they are just asking for more money. All I want is a refund.Business response
06/14/2022
This customer is currently in communication with NCH Software technical support, and will receive whatever outcome is desired. Either working codes or a refund.Customer response
06/16/2022
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
04/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On 3/1/22 I agreed to purchase the WavePad Sound Editor software from NCH - the order form stated that the discounted price was $39.39. After I agreed to that amount ($39.39) to be charged to my **** credit card, the amount charged to my **** credit card was changed to $50.67. I was not given a choice to decline that charge to my **** credit card. For me, this is a bait and switch business tactic that I will not support. I have not activated the software nor will I ever. I have sent 2 request to NCH for a refund of $50.67 to my **** credit card. I hear nothing back from the company even thou they boost a no-nonsense 30 day money back guarantee. My first request for cancellation of the charges and refund was done within 15 minutes of the switch of the agreed amount of $39.30 to $50.67.Business response
04/08/2022
This customer sent 2 support ticket requests on March 1, 2022. Both tickets were responded to by the appropriate agents same day. If the customer did not receive responses they should check their SPAM folder. Technical support would be happy to resend the replies if requested. Another customer support ticket was issued by this customer on April 7, 2022 - that ticket was also responded to by the appropriate agent and the customer did reply back. Support is actively working with this customer to process their refund.Initial Complaint
04/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had purchased the videopad upgrade on March 28th 2022, and then decided that the software was not what I needed, and as such, decided that I wanted a refund for it, so I submitted a refund for it the very next day, March 29th 2022, and it has now been one week with no word from NCH, despite their email saying please contact us with any issues, so I did send them an email, asking when I should expect to get my refund, and they did not respond to that at all, I would prefer to have my refund for the software that I purchased. Their website says they offer a 30 day no nonsense guarantee, however I submitted the request 1 day after purchase and got nothing back except an automated email response saying that your request has been received and has been forwarded to the credit department .Business response
04/07/2022
Support should be reaching out to this customer via our tickets system. It can take 2 weeks for the bank to process a refund once requested. Support should be able to follow-up for this customer.
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Get a QuoteCustomer Complaints Summary
32 total complaints in the last 3 years.
12 complaints closed in the last 12 months.
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