ComplaintsforSoftwareCW

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today I downloaded a version of Windows Parallels for Mac from Software CW. I downloaded the install file, and installed the program. It works...for now, but when I go to enter in the Product Code they sent me, it's in the wrong format! The wrong number of digits between dashes and overall the wrong number of digits. The code does not work, cannot work. I've clicked on their "help button" which is the ony way you can communicate with them and asked for my money back. Their policy is BS, you cannot ask for a refund after you've downloaded the program. I ask,how can you know if it's legit until you've downloaded and installed, and attempeted to input the product code. They are scamming people out of their money, and I want mine back.

  Business response

  04/13/2024

  Refunded

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 5th, 2024, I was looking to buy a single license for Microsoft 365 for personal use. I was seeing a lot of subscription purchases that were an annual fee and wanted the good old fashion one time purchase of a single license. I thought I found that on the website for SorfwareCW. Nowhere in the item description did it say it was a subscription. I paid for it and got the link to install it. The minute I clicked on it I was requested to enter billing information for the annual subscription. I stopped (DID NOT DOWNLOAD) and immediately reached out to the company. They do not provide customer service chats or a phone number. So, I selected a refund, explained this all to them and the next received a rejection of refund. In there is says if you disagree go to the site and fill out a form explaining why you disagree. I did that FOUR TIMES now and have not hear ANYTHING back from the company. I requested a phone number or a call back. I offered to let them VPN into my pc to provide I never downloaded the software and haven't heard anything from the company. I just wan that $75 back as this is a GREAT example of false advertising but leaving out that the subscription piece. It is terrible customer service to never respond to a customer, after four attempts to reach out the way they say to do it.

  Business response

  03/30/2024

  Hi, there is no such thing as a one time purchase for Office 365. Hence why it's called 365 (365 days in a year). Office 365 only comes in a subscription.

  I have also attached screenshots of the listing page. It clearly shows in several locations it is a subscription, at no point anywhere does it state it is a one time purchase. Here is the product page link:

  **************************************************************************************************

  I have also attached a screenshot of our records of showing when and what IP address downloaded the software or activated the license key. IP address matches buyer IP address.

  Buyers refund request was declined due to there is no false advertisement happening, the item was as described and the software has been downloaded. Seems like a pretty clear cut decision.

  This is a GREAT example of buyers overlooking certain information and place blame on the retailer even though they are clearly at blame.

  Buyers emails were not responded due to them still demanding a refund regardless of the refund policy.

  Customer response

  04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  I am glad that they have added that piece at the bottom.  When you look at the screen in this attachment you will see that it is not obvious that it auto renews.  You have to delve into the fine print at the bottom.  The ads I looked at all had subscription in the title / description, not the fine print.  I was not aware that it was an annual thing.  It might be "obvious" to some that 365 means annual, I didn't happen to read that into it!

  I have offered MANY times to allow the techs at SoftwareCW to actually LOOK at my computer and SEE that NOWHERE on it is there a license key or download of their software.  I did open the email and I did start the process of registering to download it but I did NOT download it when I saw that I would be charged every year if I did.  I am sorry that I am not as techie as the folks at this company, we can't all be hardware / software people, I just need to use this software and found it through work a LOT cheaper once I started asking my work tech guys about the subscription piece and was explained (gently thank you very much) that this was the only way to buy the license.

  I can't believe that they aren't even willing to check my facts!!  It says right in that document they provide in the email that they may need to verify that it wasn't downloaded to resolve the issue but they haven't even attempted to validate that claim.

  This is a big company refusing a low end user a $73 refund just because they can.  If they would just look at my PC they would see I am using a version that was NOT purchased from them.  This is SO sad this country has come to a point where the normal joe can't be supported!  

  Regards,
  Cindy ******
  
   

  
  

  Business response

  04/04/2024

  Hi, there are so many misleading and exaggerated statements in the customers response, I don't even know where to being. Here are highlights even though I know there is no reasoning with this customer but I will try regardless:

  1. We never added anything after the fact if that's what the customer is alluding to. 

  2. Customer states it's not obvious it auto renews in my screenshots. Originally there complaint was they didn't know it was for 1 year subscription, and now they are switching to they didnt know it auto renewed?

  3. In my screens shots I am not seeing any fine print whatsoever, I am seeing the actually product description, the actual product title, and the actually labels immediately below the title stating it is a subscription.

  4. I have reviewed all of our support tickets and we have zero contacts from this customer. Im not sure who they were speaking with when asking for support but it wasn't us.

  5. Customers states they did not download the software. My screenshot explicitly says they. Regardless if that, if they didnt download the software, how would they have seen the prompt about yearly if they didnt download the software? I can guarantee this license key is registered to this customers Microsoft Office account. I can supply screenshot if needed.

  6. How in gods green worth earth would I be able to check into your PC? If you are referring to us flying to you and getting on your computer, unfortunately we do not offer this service.

  7. In reference to their last part, the saddest part is when customers exaggerate and place blame on anyone but theirselves just in hope of getting a refund for their mistake. If this customer just came to us and said hey I made a mistake and I take blame, we would have immediately refunded them. (In which we do several times a day). But when customers come to us demanding a refund and placing blame on us for their mistake and open cases and posting negative reviews anywhere and everywhere, no shot.

  In ending, we realize this is a lot of back and forth and time and hours for a minuscule ~$70. But to us it's the principle. 

  Wish you the best Cindy.

  Customer response

  04/04/2024

  Better Business Bureau:
  
  I am SO sorry that you feel this way and have decided to insult my character, by integrity and me in general instead of simply reaching out to me. 

  Keep your $73 and I hope you sleep well at night.  As you can see by my attachment, I DID try to reach out to you the minute I realized what I had purchased.  And per the rest of this attachment it states right on it that you can confirm whether i actually downloaded it or not.  You have my IP data and such as you mentioned before because it is captured in the purchase and when you send it to my email.  

  I really don't appreciate your mean spirited and condescending response instead of just reaching out to me when I first starting asking for help.  If you would have just responded to any one of those 4 attempts to get help we wouldn't have had to go this route.

  I hope you get my $73 as part of your annual bonus.  My blessing to you and I hope that noone in your immediate family ever has to deal with an asshole of your magnitude in attempting to resolve an issue as small as this one.  

  Have a great a day!  

  I hope your other customers have better customer service than I have!!

  God bless you.

  Cindy

  
   

  
  

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased software from SoftwareCW and the link that they provided did not work. I then contacted their support team who told me to reach out to another company.

  Business response

  08/02/2023

  Software has been downloaded several times as you can see in the attached screenshot. We also have no record of buyer contacting us.

  Customer response

  08/09/2023

  I do not agree with this.  They need to provide me with a refund as I do not have any software!

  Customer response

  08/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  I do not have any software, I want a refund or at minimum a new link to try to get the software!
  Regards,
  Teresa ******
  
   
  

  Business response

  08/17/2023

  Hi, we have resent the download email. Please also check your spam/junk folder.

  Customer response

  08/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  I do not agree with this.  They need to provide me with a refund as I do not have any software!
  

  Customer response

  08/23/2023

  Hello,

   

  I still cannot download the email, please see attachment.  The company should call me to determine why I cannot download or refund me!  This is ridiculous.

   

  Teresa

  Business response

  08/28/2023

  Hi, please see attachment once again. We gave the buyer access to the software again and buyer has downloaded the software again on August 18th. Not sure what the problem is?

• Initial Complaint

  04/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a computer program. I downloaded it. The activation code didn't work. There is no way to make direct contact. After I bought it. I found out from COREL that the version they (softwarecw) sold me was no longer supported. softwarecw copied COREL's homepage. This is how they stole my money. Can I also file a complaint against them with BBB in TX?

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 9 2022 I did a ****** search for a program I needed for my Macbook Pro that would give me the ability to view a ********* based program. I came across softwarecw.com, which listed the program Parallels 12 instant download for Mac, with a lifetime license that would never expire, for a charge of $41.34. When I attempted to use the program, I was directed to the Parallels website, where I was asked to pay an additional $100 for the program. The program they were selling was not only obsolete, but also obviously not a lifetime program as advertised. I immediately contacted Softwarecw about this issue, and they refused to refund. In the listing it only states Mac OS, and to ensure system compatibility. I have a Mac OS, therefor the program should have worked per their description of this product. The term "system" is not interchangeable with a "version" of Mac. Mac is the operating system. Software versioning is the process of assigning either unique version names or unique version numbers to unique states of computer software. There is no mention of Mac versions in the description of the product they sold to me. Since this occurrence, the product I purchased has disappeared from their website. There is now a listing for Parallels 17 for Mac OS, and in that description they do list the versions of Mac that program would work for: "Parallels Desktop 17 supports macOS ********, macOS ******* 11, macOS ******** *****, macOS Mojave *****, and macOS High ****** *****." This again was not shown in the description of the program I purchased. Softwarecw fully knew what they were doing was essentially fraud. They knowingly are vague in their description of the program, to offload obsolete product, and take money from consumers. Had they listed the operating version requirements in the product description, as they do now, I would not have purchased it. I am requesting a refund for the amount I paid for a program that doesn't work.

  Business response

  08/02/2023

  Customer has already opened a chargeback for this order. The Card issuer resolved the chargeback in our favor.

*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. ↩