ComplaintsforMy Choice Software

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2019 our business purchased several ******************************** 2019 software packages from My Choice Software. We purchased perpetual licenses meaning that although you could only install the software 1 time, in the event of a computer failure, the software could be reinstalled following *********s Software Licensing Terms.In August of 2021 we had to replace several of the computer systems, however, we could not activate the software. I placed several calls/emails to My Choice Software and was given multiple excuses by at least two of the customer service *********** then advised me to contact ********* which I did. ********* informed me that these software keys had been activated over 20 times which is obviously a breach of the Licensing Terms. We never activated them more than the one time, which leads me to believe that My Choice Software sold me fraudulent product. I have sent multiple emails to "****" and ****** with no response.

  

  Business response

  10/13/2021

  *****,

  Hi *****, 

  
  Thank you for taking the time to review your experiences with us. I looked into this for you and it looks like the license type you purchased is intended to be installed on (1) PC and to live and die on that machine. If you were able to install it on multiple machines, that is not the intention of the license and cannot be guaranteed. Additionally, there are no transfer rights for that license.
  You may find it helpful to know that ********* unfortunately only allows reinstallations for Open Licenses and for Office 365. You did not purchase that type of licensing. This would allow you to uninstall and reinstall the license as many times as you need. In regards to any license issues, we will always take care of you promptly to make sure that any issue you might have is resolved. The amount of incidents we have with orders is very low and usually has to do with installation questions. We do offer an installation and activation guarantee and can absolutely assist if you have any problems when you are getting your product set up, but it sounds like the issue you are having is related to licensing type. 
  We have sales associates available to assist you via email ([email protected]), phone *************), and chat on our website, mychoicesoftware.com. If you have any questions or want to make sure you are buying the right licensing type, please reach out to us so we can make sure there is no confusion!
  Please feel free to contact us if you have any other questions or concerns moving forward. 
  
  Best,
  
  My Choice Software Support
  

• Initial Complaint

  09/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attempted to install the software on my platform which was ********* Server 2019 Standard with ******** services this is the error I received, "This copy of ********* Office cannot be used on a computer running terminal services. I contacted the vendor on a number of occasions and I was told I would have to pay a 15% restocking fee in order to receive a refund. I was not willing to pay $33.75 for a product I count not use. I then proceeded to contact *********** about the charge. I have included all communications pertaining to my emails and such with the said vendor. Initially, I was credited back the $225 from ***********, Now the vendor is fighting this chargeback, and once again *********** has charged me the $225. I have attempted many times to work with the vendor to no avail. I was offered a upsell product which I had wanted to pay double. I am hoping the BBB can help me to solve this issue. I am unloading all correspondence and communications with My Choice Software.

  

  Business response

  10/01/2021

  Hello,
  
  Please see below for our refund policy outlined:

  
  https://www.mychoicesoftware.com/pages/shipping-returns

  
  A 15% restocking fee applies unless a replacement purchase is made. This fee is collected by reducing the amount refunded by 15%. The cause for this refund request was incompatibility with the machine it was intended for. Our intention is not to upsell, it is to do our due diligence on our end to make sure that we do the leg work for the customer to find the product that is compatible for their machine and needs. Often this results in a cheaper or similarly priced product. In this case the original product purchased was not designed for the customer's needs, so as we do if a customer is not familiar with what is needed for their machine, we provide them with the answer to simplify this process. The repurchase after this process is not required, but the policy does state before and after purchase that a 15% restocking fee does apply in this case.
  
  Warm Regards,
  
  Megan F
  MCS Support

• Initial Complaint

  09/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently purchased a software from this company. It didn't work as they had given me a previously used software activation ID. After this bad experience I lost trust and ask them for a full refund they forced me to buy the product with threats that they would in spite of their fault, charge me a restocking fee.I informed them that these were unfair practices and refused to pay the restocking fee they however charged it unethically.I want my money back as they illegally charged a restocking fee for selling me a product that couldn't be used because they had already sold that product to someone else.How can you charge a restocking fee for a product that was previously sold to another customer?As per law to charge a restocking fee the product has to be tangible. How does it make sense to charge a restocking fee for an intangible product?These restocking fees are illegally charged. They owe me $37.50/-

  

  Business response

  09/21/2021

  Hello,

   

  I apologize for any inconvenience regarding your order. We are happy to help with installations if there are any hiccups along the way. The reason for the 15% restocking fee is the process required to validate that the key had not been used on your end. Typically, keys like this are not refundable at all. We do offer a full refund if a replacement order is purchased. All of this is outlined in good faith on our website and can be viewed before a purchase is made. I understand that this can be frustrating if you had not looked at the refund policy in advance of your purchase and declined support due to the error received. We have processed the remaining portion of the refund.

   

  Warm Regards,
  
  MCS Support

  Customer response

  09/22/2021

  
  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  It wasn't a software glitch, it was a used key they had given me for the software that didn't work. Since the key I received for the software never did work, there was no reason for this business to charge me a re-stocking fee. Then forcing me to further take their software again after it failed once was frustrating.

   

  Thank you so much BBB for resolving this issue. Your help is much appreciated.

  
  Regards,
  
  *********************
  
   

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩