Complaints

• Initial Complaint

  08/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased software from ****************** on July 29, 20200 expecting a full release version but I received a BETA (test) version. I have requested a refund but the company is refusing my request in the amount of 37.46. I don't want a different version of HamRadioDeluxe at this time as I've purchased software from a different company and enjoy it very much, so no longer need the HamRadioDeluxe product. 1. Attached is Undeniable proof I have a beta version, not a full release version. 2. HamRadioDeluxe is now claiming they do NOT sell versions, however I have another image showing their website advertising "VERSION" 6.8.0.308(31-July-2022). I simply want my money back. Thank you for your time and assistance.

  Business response

  09/26/2022

  Business Response /* (1000, 5, 2022/08/12) */ Contact Name and Title: Michael C*****, CEO Contact Phone: ********** Contact Email: *********************** Subject: BBB Complaint Case# ******** (******************************) From: Michael C*****, CEO; HRD Software, LLC I believe this case can be summarized as (a) a minor mistake by my staff and (b) a misunderstanding that leads them to believe that we sell software versions tied to their purchase. To fully understand this, it's necessary to put some facts into context. Context HRD Software makes a software suite called "Ham Radio Deluxe." We have been in-business since 2012. From the beginning, we have sold only two things. Item #1 - we sell a perpetual software license for Ham Radio Deluxe. This perpetual software license entitles the customer to install and use ANY version of the Ham Radio Deluxe software (past, present, and future). A customer need only purchase this item once. On our webstore, this item ID is "******" (Ham Radio Deluxe Perpetual Software License). When the customer purchases this item, we do not provide nor send them software. We send them an activation key in their receipt that enables them to install and use any version of Ham Radio Deluxe. The customer can download the software from our website (**********************). The customer is entitled to run any version of Ham Radio Deluxe. Customers are encouraged to download and install future versions of the software, as this is how bug fixes and minor improvements are provided to our customers. The customer can, at their discretion, remain on a version of the software that they like, or they can continue installing future versions forever (as long as it is technically feasible to do so; for example, some customers haven't yet upgraded from Windows 7; Microsoft and HRD Software have ended support for Windows 7). With this initial purchase, the customer receives 12 months of "Software Maintenance & Support." This provides for two additional entitlements through the end of this 12-month term. One - they are entitled to direct access to our technical support services. And two - they are entitled to any new features we have included through the end of this 12-month period. Summarily, at the end of this 12-month period, the customer can continue using any version of Ham Radio Deluxe into the future without payment. Item #2 - we sell optional 12-month renewals of Software Maintenance and Support. About 15% of our customers choose this option so that they can gain access to our technical support services and/or to unlock new features released up to the end of this new 12-month period. On our webstore, this item ID is "******" (Ham Radio Deluxe Software Maintenance & Support). Again, no software is sent to the customer. They can download software from our website at their discretion. Note: Our model is a bit different than how Microsoft has sold its products in the past. Microsoft sells a perpetual software license for a specific version of software. But if you can imagine Microsoft selling a perpetual software license for Office 95 that would enable you to install the most current version of Office, that's our model. Software Releases HRD Software publishes software versions many times during the year. The cadence varies, but some years have seen as many as 20 versions published. It just depends upon the backlog of development work and features we seek to make available. Year-to-date, we have published 8 versions with more to come. When new versions are ready for publication, we update our website with the new version information and customers can then download and install that version. But we do not sell the version, as the versions change quite often. When customers contact us for technical support, they will immediately be asked to install the latest version (because things are changing often). There is no mechanism in place that forces a customer to remain on a specific version. That's never been our business model. We want customers who have purchased the software at any time in the past to be able to remain current with the software for so long as they desire to use it. References for the above: ********************************************** ********************************************** ******************************************************************* Specifics of this Case On Jan. 25, 2021, the customer obtained a free 30-day trial key for the software. He went to the website, downloaded the software, and activated the 30-day trial. Then subsequently... On Feb. 13, 2021, this customer purchased ****** (Ham Radio Deluxe Perpetual Software License) (order ID *************************). He received a software activation key in his receipt. He activated this permanent key that same day. The expiration of Software Maintenance & Support was then set to Feb. 12, 2022 (12 months from the purchase date). Discount applied; the transaction total was $79.96. On July 29, 2022, this customer purchased ****** (Ham Radio Deluxe Software Maintenance & Support). This changed the expiration of Software Maintenance & Support for the existing activation key to July 29, 2023 (12 months from the purchase date). Discount applied; the transaction total was $37.46. All the above summarizes the facts in this case. Specific to the complaint The customer indicates that he, "Purchased software from HamRadioDeluxe.com on July 29, 20200." From his transaction history, we can see that he had a transaction on July 29, 2022, where he purchased the 12-month renewal of Software Maintenance and Support. This transaction was not for the sale of software, given that this customer purchased the software (perpetual software license) on Feb. 13, 2021). Again, we don't sell the software to a customer more than just the one time. The customer indicates that he, "expecting a full release version but I received a BETA (test) version." It's true that the version the customer is referring to (6.8.0.292) was branded as "BETA." This was a minor cosmetic mistake on our part. When the developer built the software for publication, they simply forgot to change a flag in the software that would have changed the words from "BETA" to "RELEASE." The wording in the customer's image is the only thing about this version that is different from a version tagged as "RELEASE." This version went through all the same quality checks that every RELEASE version undergoes and it was ready for publication. Because we intended this as a RELEASE, we supported 6.8.0.292 to all customers as a RELEASE. (6.8.0.292 was published on July 25, 2022) Since we went in-business in 2012, this is the first and only time that one of our developers has made such a mistake. That said, we consider it a minor and insignificant mistake. It's the equivalent to a store opening its doors for business and forgetting to turn on the neon OPEN sign. We supported this release. We also published a newer release (6.8.0.303) on July 31, 2022. That release was properly tagged as "RELEASE" and it has 18 development changes in it. Our release notes can be found at: *************************************** In addition to this minor mistake, there seems to be misunderstanding about how we have always sold our product. Literally, we only sell software activation keys for a perpetual software license that are not software version specific (******)... as well as the 12-month renewals of Software Maintenance & Support (******). Customers are never provided the software. They can download it at their discretion. Many even save several software versions on their PC so they can go back to a previous version if they like. We have many customers who purchased the software activation key as far back as 10 years ago who still download and install future releases without purchasing the optional renewal. Proposed Remedy We recognize that customers may decide they want to use other software products in the future. The decision to use a different product is not reason to refund the most recent purchase of Software Maintenance and Support. It is not uncommon for consumers to have products in their home that they no longer use. Recommendation: If the customer objects to the "BETA" tag in the 6.8.0.292 release, then the customer is entitled to install the most current version of the software from our website... or any future version. We're here to stand behind our product for any version published. We're able to provide technical support and new features to the customer through the duration of the 12-month Software Maintenance & Support period. Consumer Response /* (3000, 8, 2022/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company admits they sent me a "BETA" version (copied below .."It's true"), which is my main complaint. I would like a refund immediately. The long worded excuses do NOT refute that fact. I have already moved on from their software to a different brand and am very happy. The customer indicates that he, "expecting a full release version but I received a BETA (test) version." It's true that the version the customer is referring to (6.8.0.292) was branded as "BETA." Business Response /* (4000, 11, 2022/08/17) */ As mentioned previously, the customer purchased the SOFTWARE on Feb. 13, 2021 (order ID *************************). With this purchase, the customer acquired a perpetual software license that entitles him to run ANY version of Ham Radio Deluxe. This purchase of SOFTWARE was about 18 months ago. A refund on the purchase of software at this point is not an option. Because the customer has purchased this perpetual software license, he will remain entitled to run ANY version of Ham Radio Deluxe (past, present, & future; to the extent that it is technically feasible to do so). The customer has installed the software on TWO personal computers since the purchase was made (customers are entitled to run the software on 5 PCs concurrently). Additionally, the customer made use of a free trial of the software during the month prior to his purchase. As mentiond previously, the customer purchased a RENEWAL of Software Maintenance & Support for Ham Radio Deluxe on July 29, 2022 (order ID *************************). This item IS NOT for the purchase of software. This item is purchased to enable the customer to obtain (a) direct access to our technical support and (b) any new features we include in the software through the end of this new 12 month period. This purchase is NOT for software. Because this purchase can only be made by existing customers as an extension of support and features for the existing perpetual software license, refunding this purchase would not remove the customer's perpetual software license for the software. Stated differently - the customer is going to retain the perpetual software license for Ham Radio Deluxe regardless. While the text that the customer refers to in the software that said "BETA" was a minor mistake of wording, and because the customer is entitled to run ANY version of Ham Radio Deluxe (past, present, & future; to the extent that it is technically feasible to do so), the remedy in this case is that the customer has the option to download the current or future version of the software - now, or at any time in the future. We make new versions available (on average) more than once a month. This customer happened to have downloaded (but was not provided) a copy of the software that had one word mistake - minor. That version was available for download for about 5 days before the next version was posted. Finally, as I have offered this remedy to the customer, his response was the following: "Maybe we should take this to social media bud. How much is your time and frustration worth? I can do this forever Mike." In my experience, I've never seen a case where a customer made this sort of statement, recevied a refund, and then refrained from making malicious comments in social media. We look forward to assisting this customer for the duration of his new 12-month Software Maintenance & Support period. Again, it's not unusual for consumers to buy and use products and then move to other ones. But in this case, this customer has a perpetual license to use the software at any time (now, or in the future). All things considered, we will not be issuing a refund for either the purchase of the SOFTWARE or the purchase of the RENEWAL. Consumer Response /* (4200, 13, 2022/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) My "bud" response was to his disrepectful email JUST PRIOR to my response... QUOTE "*****, We're splitting hairs over the wording of Beta there bud." This is NOT how you treat a customer. The customer is always WRONG is how this company handles matters. Finally, it is my right to address my frustration with a company's treatment of my as a customer on any platform I choose. I have refrained from doing so on my channels, as well as others in hopes this unprofessional man can do the right thing... Give me back my money.

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