ComplaintsforFinal Draft

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Final Draft 9 when it officially came out and had used the program since, until I tried to re-install it on my computer and contacted Final Draft who told me they stopped supporting this version of the program and that if I wanted to use final draft I would have to pay and upgrade to another copy.I said this was unacceptable and that I wanted a working copy of the program I purchased. I was dragged along by someone in sales for months, and have told them that this has the markings of a "bait and switch" since I bought a program to use, cannot use it anymore unless I pay more money. I want a working copy of the program I purchased without cost. Every day I am not able to use this program is costing me money and this is unacceptable!

  Business response

  03/25/2024

  The product in question was originally released January 2014. The customer did not register the product with us when he purchased it. Therefore he did receive news on the product, which was also on our website. The customer contacted us in ******************************************************************* 2021. Apple was no longer supporting 32-bit software such as this product. We registered the product, offered free trials and extremely discounted upgrades from 2022 - 2024. 

  Customer response

  03/25/2024

   
  Complaint: 21472111
  
  I am rejecting this response because: I did register it when I got it. I paid for a program that I can no longer use. I want  to be able to use the product I bought. Free trials and discounts are not the same as having the product I paid for. This is classic bait and switch, and I do not have a working product. I want a working copy of the program, or you make the program I have accessible. I don't need to purchase something else to make it work, you need to make it work. This must be resolved immediately as my files are being held hostage at this moment unless I pay more money and will not accept this. I will not let this go.
  
  Sincerely,
  
  ***********************************

  Business response

  03/25/2024

  There is not and has not been a way for anyone at this company to assist with that discontinued product whatsoever. There is not a way to install or activate that discontinued product on any computer. Each time you have contacted us over the past few years you have been told this along with options to upgrade at a discounted rate and/or free trials. The free trial of the modern version enables one to access previously saved scripts so that they may edit or resave as a PDF. The company does not have access to anyone's script files. 

  Customer response

  03/25/2024

   
  Complaint: 21472111
  
  I am rejecting this response because: REGARDLESS, you have sold a product that is not able to be used, and you are holding my files hostage. Since by your admission there is nothing that can be done about the product you have ceased to allow me to use, you must provide me with a working copy.  I shouldn't have to pay anything, and as stated, this is bait and switch. I don't think you want this to be a big deal, especially since there is all kinds of places on the internet that are bad mouthing this company for doing this. Give me a working copy that will not expire, and this matter is closed, and remains my own business.. I don't need updates, the basic program was all I used.so if you give me a working copy, whether that be FD10 or newer that will not cease to work.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  In 2009, I purchased a copy of a screenwriting software called Final Draft. I paid $229.00 for the copy. Recently, I tried to open my copy on my computer, but found it demanded I enter a new user number for an upgraded version I have to pay for. They have literally switched off my copy, the one I own and paid for in full, and are trying to bully me into upgrading and pay $$ to do so. This is outrageous. How dare they switch off my own property and prevent me from using it and attempt to force me to purchase upgraded software I don't want or need? I wrote them an email requesting they turn my software on again, but they never responded. Instead they sent me advertisements trying to coax me into paying for an upgrade, which I won't do. My user number **********************. My request is that they turn my copy of Final Draft back on, or refund my $229.00.

  Business response

  02/08/2024

  Our legal section includes our END USER LICENSE AGREEMENT:
  **********************************************************
  

  This legal document clearly states: "Updates, upgrades, patches and modifications may be necessary in order to be able to continue to use the Software on certain hardware. THE SOFTWARE IS LICENSED TO YOU, NOT SOLD."
  

  In this case, the buyer would need to purchase a discounted upgrade to our newest Final Draft 13 from their 15 year old Final Draft 7. This has already been offered to him We have unfortunately sunset the Final Draft 7 and the relevant  Final Draft 7 activation server, a common practice with older versions of software in our industry.

  We will not be able to offer him a free copy if Final Draft 13 or activate his old license.

   

  Customer response

  02/09/2024

   
  Complaint: 21197886
  
  I am rejecting this response because on the site it says when you purchase the software, you buy it outright. Additionally, noting others that have complained here about the same problem, in other cases you have restored activation of their software to them. I paid $229.00 for this. You can reactivate it, or send me a new access number for the version 8 that is now showing on my computer. It is a crime to take someone's money, then terminate use to bully them into purchasing an upgrade. Apple did this and got sued and lost. 

  Either reactivate my software, or send me an access key that will work.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Back in 2015 I used their software extensively, but after finding not a lot of interest in the product, I stopped using it.My complaint is, that back in 2015 the Company states that you own the software and you can download that particular Model (in this case Final Draft 9) to your computer anytime on any computer you want, as long as it is not more than one download, as I remember.Now in 2023 I want to re-download my software (the one they say I OWN, and they will ALWAYS SUPPORT, etc., they are NOW saying WE WILL NOT SUPPORT THESE VERSIONS, and 9 happens to be one of those versions.The FACT IS, THEY WANT YOU TO BUY MORE SOFTWARE, EVEN THOUGH THERE IS NOTHING WRONG WITH THE VERSION YOU BOUGHT EARLIER.THEY WANT TO FORCE THIS ON THE PUBLIC, AND THEREBY FORCE ME TO BUY THE LATEST VERSION.THIS IS CRIMINAL AND FRAUD AS FAR AS i AM CONCERNED.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Final Draft is misrepresenting services provided by the company. Charging for them then never following through with advertised services.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order XXXXXXXXX purchased on 10-31-2018. Amount $174.99. Final Draft ****** request ****** once the confirm ************ has taken place. My refund was ******** in 7-10 in writing e-mail attached. Software was *********** and never used since ******** 2018 within the 30 day money back ********** I only found out by ****** when I ********* the software again two weeks ago that the refund was never issued. Final Draft promised the refund they never said "Please make sure you receive a ****** within 90 day" Please help me and please advice so this doesn't happen to other ********** Thank you in advance. Sincerely, ***** *********

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/12/22) */ We currently do not have the ability to refund a purchase made October 2018 in December 2021. In December 2018 & January 2019 we did not receive any inquiry from the customer about not receiving the refund; if we had we could have rectified the situation at that time. Additionally, the product and its existing registration associated with that October 2018 purchase was recently used to qualify for a discounted upgrade to a new product December 2021 by the same customer. Had this customer received a refund they would have been ineligible to upgrade at a discount & would have had to pay full price. We did receive a refund request for the discounted upgrade from the customer & immediately refunded it. Our return policy is outlined on our website here https://kb.finaldraft.com/s/article/What-is-your-return-policy The customer is welcome to use the October 2018 purchase as we still provide free Technical Support for it and it is compatible on a variety of computer operating systems. Consumer Response /* (3000, 7, 2021/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) To Final Draft, please don't tell me there is no way to issue a refund. Where there is a will there is a way. I followed Final Draft instructions deactivated and asked for a refund within 30 days. I have proof in writing that a refund was promised. Their website doesn't say: Please make sure you receive the refund we said "should appear in your account within 7-10 business days" or we will not be liable. For three years this company knew that I was not using their service because the license was deactivate and yet kept my money. Is that legal? Do I have any other recourse? Is there any way to find out if other customers might be facing the similar circumstances and hold Final Draft liable for it? Please let me know. Thank you in advance for your assistance. Kind regards, ***** ********* Business Response /* (4000, 9, 2021/12/29) */ We have called ***** and we will be making a special exception. We are now moving forward with a solution. She will reach out to the BBB to confirm. Consumer Response /* (2000, 11, 2022/01/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm grateful to BBB for mediating and to Final Draft for reaching out.Thank you and Happy 2022!

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