ComplaintsforAiseesoft

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I downloaded software to connect to my grandsons iPhone which he had put in a passcode he could not remember. I downloaded merchandise and it would not connect to his iPhone. I did all of the instructions they sent me but the last one as I am out of town and my grandson needs his phone with Life 360 as it is summer and he has plans to to stay with other friends. I requested refund and the response to trouble shoot is like in the middle of the night. All I want is my money back! They are trying to delay the process. Telling me to send pics which I cannot. In this day and age of technology, I have always been able to resolve any issue with other companies on anything I purchase in the same day. If I could have gotten the software to work it would have been great. But as we speak my daughter has taken the phone to a cell phone repair to wipe the phone and start over. Its a ****** phone and I cannot buy another one. It was like update software update iTunes and I have taken steps to do all that. But I have a job! It is just irritating with they put demands on you as if you have nothing else to do and the response to anything takes forever and for the most part in the middle of the night! Frustrated is an understatement!

  Business response

  05/22/2024

  Dear Customer and ******************** Team.
  We appreciate you reaching out to us regarding your concerns, and we take your feedback very seriously.
  We want to assure you that we are actively addressing your refund request and are committed to resolving this matter to your satisfaction. 
  Our team is in the process of reaching out to the customer directly to discuss the details and work towards a resolution.

  Customer response

  05/23/2024

   
  Complaint: 21745194
  
  I am rejecting this response because:
  They sent me an email to see if I have the phone unlocked and I responded and have had a response back! I have attached screen shots. 
  Sincerely,
  
  *************************

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $49.95 for a software through this company. While downloading the firmware for use I received an error message that prevented me from being able to use the services I paid for. I immediately contacted customer support for assistance and received no help. Days later they responded and told me I needed to send a screen shot of the error I received in order to receive a refund. I was unable to get back to the error and still did not receive the service I paid for. I tried working with the company multiple times and explained my inability to get back to the firmware download where the error occurred. They did not care and refused to refund me for services that were not rendered. I would never use this company - they are scammers.

  Business response

  02/03/2024

  Dear BBB Team

  Sorry for getting back to you late.
  

  As for this refund request, we need to explain that in the beginning, the description of the problem from the consumer was a bit vague. We thought that consumer is unable to download our "software" on computer. We would like to further confirm the issue, so we ask the user to provide relevant error screenshots, but the user is unable to provide them. After multiple email communications, we finally understand that the user encountered an issue while downloading and installing the "iOS system firmware package". We asked the user to provide a log file on January 8, ****, but the user did not reply. We have contacted the user again to investigate the issue. If it is confirmed that there is indeed a problem with the program, we will issue a refund as soon as possible.

  We apologize for any inconvenience caused.

  Kind Regards,

  Aiseesoft Studio
  

   

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  First of all, I am a consumer who has used this site before so I am familiar with it. On Dec 26th, I wanted to use the image upscale service with 8x. So, I purchased a $14.9 monthly subscription. However, after the purchase, I found that I still couldn't access the 8x magnification feature, and it kept prompting me to upgrade my service, stating that my current entitlement only allows for 2x magnification. Thinking that my purchase might not have been successful, I then bought a monthly plan for a hundred images, but I still cannot use the feature for no reason. Additionally, there is no record of my purchases on my account page. So I didn't use any of the features that worked for me and didn't solve my problem on time. Also, I am pretty sure that I have indeed logged in with ******* but my order page does not display any record of my orders, as you can see in the screenshot, including the date in the bottom right corner. Secondly, I am quite disappointed that you haven't addressed the consumer's concerns. I need a REFUND for the two duplicate monthly subscription orders because they did not demonstrate the timeliness and effectiveness I require when using them. Moreover, this results from issues in your backend system, and you must take responsibility for it. My final request is to get a refund.

  Business response

  01/09/2024

  Dear BBB Team,

  We deeply apologize for the inconvenience caused.

  As for this issue, our consumer logged into our website with Gmail directly. But generally consumer needs to create a new Aiseesoft account with purchase e-mail account so that the subscription can be bound to the relevant account. That's the reason why he can't use our product. We have contacted our consumer to teach him how to create Aiseesoft account and bind the subscription.

  We are waiting for the feedback from consumer.

  Thank you for your understanding and cooperation in advance.

  Kind Regards,

  Aiseesoft Team
  

   

   

   

  Customer response

  01/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Crystal *********************** states legally by law. I didn't make this ***** transaction on November 28, 2023 Someone went into my bank account and made this unauthorized transaction on my account.I want my money to appear back into my bank account My credit ?? card ending in **** I want a refund return my funds back into my Green *** account I never made a purchase with transaction on November 28,2023 with ********************************** I don't even know what this product is.I called their number ************** their representative with aiseesoft refuse to note or block the illegal transaction. I asked for supervisor.She refused to transfer me to a supervisor.The representative said she couldn't help me with this fraudulent activity purchase made to their company. So Aiseesoft going commit fraud? When I made them very aware of the fraudulent activity with my bank account Green *** allowing people to rob me of my money in my bank account without alerting me of any transactions. Instacart cancelled a delivery order. Green *** refuse to authorize available funds back to my account in the sum of ****** Too many hold withholding my money or allowing strange activity to happen with my account without notifying me as their consumers.I called my bank Green *** to dispute the ************** representative said she can't help me.They have to allow Aiseesoft purchase pending to go through then for me to call back ********* allow other people to steal money out my bank account and act no caring when customers like me call them.Like Green *** is acting like a fraudulent bank.

  Business response

  12/05/2023

  Dear BBB Team,

  We are sorry for any inconvenience caused.

  We need to explain that we cannot know whether there is anyone else used consumer's credit card to place this order.

  We are actively contacting the consumer to confirm order information and assist him in resolving the issue.

  Thank you for your understanding.

  Kind Regards,

  Aiseesoft Studio
  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Bought this software Oct 22 2023 two hours trying to install the program I asked for my refund because it would back up my phone to 15% and then just sit there, tried customer support nothing it says 30 day money back, no response from them thinking it was sunday so monday tried again then my purchase code said it wasn't the right product for the purchase code and I literally got the download from the email they sent the purchase code with. Ive have been goining back in forth with them and they refuse to refund me. attached is the email.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8-8-23, I bought a software titled Aiseesoft Video Repair for $39.96, from the following website: ************************************************************************************************************************************************ paying through PayPal (attachment 2023-08-08-PaypalTransaction.jpg) I proceeded to download the Aiseesoft Video Repair software as per instructions given in Aiseesoft email of 08-08-2023 (attachment 2023-08-08-ProductKey&DownloadInstructions.jpg).I installed the product, try to use it twice, but the software closed its screen with no warning or error message on both occasions. About an hour after buying the software, I proceeded to email the company and ask for a refund. (attachment 1-emailToAiseesoft-08-08-23.jpg) I found the software confusing and complicated; I am 72 years old.Aiseesoft is not accepting my claim for a refund because they want a copy of the videos I used. I have told them, in various occasions that the videos are private property and I will not sent them. They want me to help debug their software problem and I think that is also not right. Their programmers or quality control team are the ones supposed to do that.I told them that on the website I ordered the software, it said 30 Day Money Guarantee (attachment aiseesoftMoneyBackGuarantee.jpg). They replied that after the message there is a very small circle that if you place the mouse very close to it, another message displays If there is a quality problem within 30 days after purchasing, we can provide you a refund. I did not see that small circle, much less moved the mouse close to it. A hidden message or a condition that if there is a quality problem should not be accepted as an excuse to refuse a refund. Quality problems should be a responsibility of their programmers or their quality team, not the customers.Please, read all the attachments carefully, I send them to PayPal but apparently, they did not understand the situation and refused my claim. They based their decision that the software was delivered to me. I never claimed not receiving the software, I was only claiming a refund because the software did not work for me.Thanks for the help you can give me.

  Business response

  09/13/2023

  Dear BBB team,

  We are sorry for any inconvenience caused.
  
  We are actively negotiating a refund with the customer.

  Currently we are waiting for his reply regarding to the refund.
  

  Thanks for your understanding.

   

  Kind Regards,

  Aiseesoft Studio
  

   

   

   

   

   

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought and downloaded FoneLab so as to retrieve deleted photos from my cell phone. I could not get the download to work. I asked for a refund on 3/26/23, less than two hours after I purchased the software online. Aiseesoft responded by saying they only refund in case of a defect in their product. They led me to a website to install a root for my cell phone. I tried that and it led to another program that cost more money. I again asked for a refund. A woman by the name of ******* continues responding, but gives me the runaround each time. I only want a refund. I have nothing to show for my purchase.

  Business response

  04/07/2023

  Dear customer,

  We are sorry for any inconvenience caused.

  Just as we explained in the e-mails, Android devices should have been rooted before recovering data, then our software can get higher authority of the device to find more deleted data. Hope you can understand.
  As for your refund request, we have submitted refund application for you. Please wait for some time and check if the refund reaches to your account later.

  Feel free to contact us if there is anything we can assist you with.

   

  Kind Regards,

  Aiseesoft Studio
  

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I downloaded a program called FoneLab this business offered on my computer to recover some deleted files from my phone. I tried the free version which did not work for what I needed so I purchased the program because from my understanding, the free version only provides a certain amount of resolution. After purchasing the product, the program still did not work for me and failed to recover the deleted information. On their website, they have a 30 day money back guarantee advertisement that shows up. Since the program did not work, I contacted support to request a refund. I explained the issue and that the program did not help and provided my receipt number for verification of purchase. The associate is telling me that the company will not provide a refund because refunds are only if the program software has a bug and my situation doesnt qualify. That information is not made clear before purchase. I purchased the program on February 18, 2023 and requested the refund on the same day after realizing that it did not recover the information. I would like associate on trying to get a refund if possible. The receipt # for my purchase is 47060115-69780384

  Business response

  02/28/2023

  Dear customer,
  
  We have learned your refund request.
  Just as we explained before, Aiseesoft software supports Try-before-Buy. Generally, what the free trial version can find is what the full version can recover and vice versa.
  If you have tried the free version and didn't find the data you want, were afraid that's the final result. We are sorry that you may have misunderstood the function of our software.
  
  As for your refund request, we have applied the full refund for you with our reseller, they need 5 to 7 working days to deal with the refund request. Please wait for some time and check if the refund reaches to your account later.
  Feel free to contact us if there is anything else we can assist you with.

  Thanks.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/05/2022, I purchased a software from this website. They STATED a money back guarantee (if it didnt work) and they are REFUSING to return my money, because apparently its not a technical issue that Im having. *** reached out to them several times and they just keep offering other software that I dont need or want!

  Business response

  11/17/2022

  
  Dear BBB team,
  We are sorry for any inconvenience caused.
  We have submitted refund application for the customer on November 16, 2022. Please let  the customer wait for some time and check if the refund reaches to his account later.
  We will also inform the customer about the refund progress later.

  Thanks.

  Customer response

  11/17/2022

  This is the last email I received from them

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Aiseesoft offers a Video Enhancer Software with a 30-Day money back guarantee. The software does not enhance my videos. I have requested a refund and they are not providing it. I even sent the my original video so their engineers can try to enhance it and the video looks just like the original and at times worse.

  Business response

  09/27/2022

  Hello BBB team,
  

  We deeply apologize for the inconvenience caused.

  We are actively communicating with the customer in order that we can implement the refund process.

  Once the refund is processed, we will inform the customer asap.

  Customer response

  10/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************************

*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. ↩