I am filing this report because I don't feel that i have been given the promised support from the video and audio software company "My super Soft". A year ago, I bought one of their audio and video editing programs and I was truly satisfied with it and felt that I had made a good purchase. A month ago I was formatting my hard disk and forgot to make a backup of my license key for this particular program. To get help, I found the support section on the companys website, www.mysupersoft.com, and was delighted to see that they actually had a help topic saying: "If you have any questions about your online order, billing or need to retrieve a lost license key, please contact our Customer Service". So I did. I send them my receipt from PayPal and a plee for help.
The week after I got an e-mail back that said, that since I had selected to pay with PayPal, it was not possible to retrieve my license key, but if i had used RegSoft.com I would be able to retrieve it my self. This was a mystery to me. Because the license key had not come fra PayPal, but from one of their own e-mail adresses at mysupersoft. I tried going through the necessary stages of a purchase on their website again and nowhere did it say, that you wouldn't be able to retrieve your license key if you payed with PayPal. I also looked through the license agreement that you have to agree to, to install their program and not beeing able to retrieve your license key is not mentioned anywhere in it.
So i wrote them back and told them that they actually had provided me with the license key themselves and not PayPal and therefore they should be able retrieve it or provide me with a new one. Also I put in a small comparison with loosing the key for a car and how it then was possible to have a new key made. I thought it expressed which situation I felt I was in pretty well, but I got a very short and irritated mail back saying: "If paypal has record system, you will get mail from paypal like regsoft.com and it will remember all keys, but in fact, you get mail from us, that means paypal hasn't this record system and we have to use our mail system to send the key separately. If you lost the car key, you should pay for the new key. If you lost your key, you may get it free. So, there are different thing. We have no duty to help you with this extra issue for your mistake. I am sorry about it. Thank you."
So this is the situation I'm in. I've paid good money for a program, that I can no longer use, because the manufacturer cannot do what they promise on their website where you buy their program. If someone out there can help me with this or knows what options I have to report this to an athority of some sort, I would really appreciate it.
Thank you for reading!: O)
Morten
Kgs. Lyngby
Denmark
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