I placed an order for the Truster Combo Lie Detector System with Spygear4u.com for $49.95 plus shipping $58.11 total.
The evening of March 8, I received the software. After reading the instructions I dialed a telephone number in the instructions to register the software. I then got a message that the number was no longer in service to call a 900 number. I called the 900 number and there was a charge of $9.95 for the call so I didn't complete the call. When the software is registered they give you a special code to setup the software. Without the code the software will not work properly.
I then sent an email to Spygear4u.com explaining the problem and requested a refund. I received a reply, with instructions on how to register the software from them shortly thereafter. After following the instructions in the attached document, I kept getting the message that the invoice number and email address was not in the companies (Truster's) database, contact the reseller. So now the reseller is telling me not to contact them, to contact Truster support.
I started emailing Truster support, and received detailed instructions on how to register the software involving many steps. After several tries with no success I got a response from a Truster Rep.informing me that he had sent an email to Spygear4u.com and was awaiting a response. I think about two or three days passed without hearing anything from the Truster Rep. So I decided to give him a call.
I called Truster's Rep. And told him about the problem I was having. He told me that I could not register the software because Spygear4u.com was not a licensed reseller of the product. He also said that another person had called him with the same problem that had purchased the software from Spygear4u.
He explained to me that he had an agreement with liebusters.com and that for every software package they sell he received a fee for registration, and that he had no such agreement with Spygear4u.com. Apparently, Spygear4u.com bought the software at liebusters and resold it at double the price at that time. That's why I couldn't register the software. He did offer to register the software for free, but at that point I felt like I was mislead and wanted a refund.
I did receive an email from Spygear4u.com after having my credit card company reverse the charges temporarily. They told me that they would work with me and to let them know what I wanted to do. They said in the email that there was a mix-up with the serial numbers of the product, conflicting with what the Truster Rep. Had told me. They said if I wanted to get a refund to send the software back and they would refund the charges. If I didn't send the software back they would file fraud charges against me.
I called and emailed Spygear4u.com telling them that I was returning the software. I received an email with a Return Authorization Number, and a message saying that they would give me a refund only if I removed the chargback from my Credit Card and dropped my complaint with the BBB. So, now they have changed their original proposal. I wrote the RMA on the package, and sent the software back via UPS at my own expense.
In Spygear4u's last response to the BBB of Jacksonville Fl., they said that I returned the product without authorization, and as a result issued a partial refund of $33.75. I have a copy of the email in which they issued a RMA number.
I am not the only person to have a problem with this company. The former name of Spygear4u is Spyzone. I did a search on the Internet and found an interesting web page about another customers experience with their company.
In conclusion, I was sent a product, which did not work, because I could not register it. They sent me a product that they were not licensed to sell, and I paid for return shipping twice. $10.97 at my own expense, and $16.20 for allegedly using their shipping account without authorization.
So as it stands now I am out $35.33 and about twelve hours of my time and I have nothing to show for it. I was sent software that would not work because of their negligence.
The way I figure it, I should not have to pay anything for their mistake. People of integrity would accept responsibility for their error and issue a full refund. They owe me a refund of $35.33.
If you place an order with their company and something goes wrong, be prepared to pay for their error. I felt that I should inform other consumers about my experience with Spygear4u.
David
Bessemer, Alabama
U.S.A.
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