Solvusoft Corporation Reviews 78

Reply from Solvusoft Corporation

Feb 13, 2019

Dear Community,

Sadly, this is a case where the "customer isn't always right", and has made several false statements. :(


Facts of the Situation / Order of Events:

On February 3rd (Sunday) at around 19.00 PM, Mr. Gibson purchased two pieces of our software. He claims above that the registration key didn't work on one, the other was detected by Norton Security as "malicious", and we didn't respond for THREE DAYS to his communications.

Please see this screenshot for proof of my statements below. You can see the timeline / chain of communication events from our support software, ZenDesk (personal details redacted):

https://www.dropbox.com/s/fyw4h3gy7wiwg1m/cg_1.png?dl=0


Items of Contention (Actual Chain of Events):


1) No Record of Him Communicating with Us (chat, phone, or email)

He claims he contacted our customer service department, but we show no indication of that in our extensive customer tracking records. Instead, he went directly to PayPal to file a chargeback request just a few hours later, not providing us any opportunity to help.

Conclusion: Mr. Gibson is not truthful when he claims he contacted us.


2) We Contacted the Customer Within a Few Hours, Not 3 Days

Just hours after seeing the chargeback request coming through, we immediately tried calling Mr. Gibson (three attempts), but he did not answer our calls. In addition, we sent an email message (see below) to him asking to assist, but we never (still to this day) received a response.

Conclusion: Mr. Gibson's claim of not being contacted for three days is false. We attempted within a few hours of receiving simply a chargeback request. He did not provide us any opportunity to assist.


3) Our Software is Not Malicious

We are an AppEsteem Certified Vendor, and our products are approved and tested by this consumer protection organization, who works in tandem with all security vendors (anti-virus companies), Microsoft, and other authorities.

All of our products must pass rigorous tests (over 100 requirements) to ensure our software is safe, secure, and focused on customer protection:

https://customer.appesteem.com/home/checklist

Our company page:

https://customer.appesteem.com/certified?vendor=SOLVU

Conclusion: Thus, Mr. Gibson's statement about WinSweeper being detected as a virus by Norton Security is false as well, and is very hurtful to our brand to spread these false statements. We are completely focused on offering honest and helpful software applications.


Sadly, Mr. Gibson is untruthful in his statements. Unfortunately, these invalid complaints portray our company in a false light, as a company who doesn't care about it's customers. This complaint is completely false.

We strive everyday to make sure every customer is 100% SATISFIED. We offer a 90-DAY, NO QUESTIONS ASKED MONEY-BACK GUARANTEE on all of our products. If you have any issue, we strive to help you resolve that issue, or provide your money back immediately. We are not interested in "screwing" over our customers. We want every customer to be 100% SATISFIED, and will do everything to ensure that happens.

Thank you for your time and understanding, and we look forward to serving you soon.

Best,
Jason G.
President
Solvusoft Corporation

Reply from Solvusoft Corporation

Feb 5, 2019

Hi Anthony,

We had some customer service problems over the holidays, with our customer service manager quitting without my knowledge. We ended up having thousands of unanswered customer service tickets and voicemails due to the unknown abandonment of this employee. Since we are small company, we only had one customer service officer, so this create a myriad of headaches.

We have now fixed the problem, and have hired a team of 24/7 agents to answer emails and chats, with 24 hour phone support coming at the end of next week (2/15/19). Please contact our support team at "support@solvusoft.com" or call us at +1-702-948-6578. If the agent is on the phone with another customer, he will return your call within 24 hours.

Sincerely apologies for the problems encountered, and please feel free to reach out to us.

Best,
Jason G.
President

Reply from Solvusoft Corporation

Feb 5, 2019

Hi Rodion,

As an AppEsteem Certified company and products, we have a strict set of guidelines for software design, transaction handling, and other customer protection measures that we adhere, including GDPR:

https://customer.appesteem.com/certified?vendor=SOLVU
https://customer.appesteem.com/home/appcertreqs

From the download pages, to the shopping cart, it has been (and always will be) clearly stated that it is a subscription product, with clear disclaimers.

For example on the product / download pages:

https://www.solvusoft.com/en/winthruster/

"You are downloading trial software. The purchase of a one-year software subscription at the price of $39.95 USD is required to unlock all software features. Subscription auto-renews at the end of the term (Learn more). By clicking the "Start Download" button above and installing "Software", I acknowledge I have read and agree to the Solvusoft End User License Agreement and Privacy Policy."

(for every applicable software title)

...and to address your claim that this wasn't present 3 years ago, let's explore that. Here's a snapshot of that page on our website from February 1st, 2016 on Archive.org:

https://web.archive.org/web/20160119081937/http://www.solvusoft.com/en/winthruster/

Same subscription disclaimer above is present, correct?


Also, in the shopping cart, in addition to a large, visible disclaimer on the right side explaining "Automatic Renewal Service Information", you have the ability to OPT-OUT of subscription:

https://store.solvusoft.com/order/checkout.php?CLEAN_CART=ALL&PRODS=4689645%2C4549441%2C4548120&QTY=1%2C1%2C1&CROSS_SELL%5B4548120%5D=4689645&ORDERSTYLE=nLWo5ZWplHM%3D

"[ X ] Enable auto-renewal for this order"

Finally, you can at anytime login to your 2Checkout account (details provided in your series of order emails) to stop the subscription billing at any time.


>>> The fact that payments do not require 3ds confirmation also a big shortcoming on their side.

Apologies, but this is an inaccurate statement. All of the credit card transactions - handled by our fulfillment partner, 2Checkout - utilize every safety measure to prevent fraudulent translations. Please contact them for more information.

In conclusion, it seems as though your problem lies with the fact you missed / failed to take the necessary steps to OPT-OUT of the software subscription, which every customer has the ability to do. That is not the fault of our company.

Nearly all of our software is subscription-based in order for us to keep the lights on, and continue making our products better. We can't expect our staff to work for free, and I am sure you do not work for free in your career! :)

Finally, we offer a 90-Day, no questions asked, money-back guarantee. You can always contact us to take advantage of it and get your money back.

Thanks again for your time and consideration, and have a great day!

Best,
Jason G.
President

Reply from Solvusoft Corporation

Feb 5, 2019

Hi Wayne,

Apologies for the poor experience with our previous customer support manager - he has now left the company.

Please contact us anytime to reset your software keys, and we will also throw in a bonus software title for your troubles - support@solvusoft.com or 702-948-6578.

Thank you and again, I am sorry for the inconvenience.

Best,
Jason G.
President

Reply from Solvusoft Corporation

Nov 16, 2018

Dear Mr. Sørensen,

On November 1st, 2017 you purchased WinThruster from our website. We offer WinThruster on a yearly subscription, which is clearly outlined on numerous parts of our website, including the shopping cart for which you purchased. In the checkout process, you are provided with the option of OPTING-OUT of the subscription, which means you would only have a 1-year subscription to the product. In your case, you did not opt-out of the subscription at any point, which means that the product automatically renews one year later (October 31st, 2018).

Before we automatically renew your subscription, we send you an email 7 days before the billing date offering you a chance to cancel your subscription. Since you did not take action on this email, the product was automatically re-billed (per our terms and conditions posted at numerous places on our website). You contacted our shopping cart provider / reseller (2Checkout) for a refund on the same day as the billing (October 31, 2018) at which time we cancelled and refunded your subscription. As with any credit card charge, refunds typically takes up to two weeks to process. 2Checkout notified you the same day of your request, stating your refund was being processed.

Instead of providing us an opportunity to process your refund, you left this unwarranted, negative review of our business. Stating that our company "steals your money" and that it is "illegal", are patently false and a form of defamation. We have hundreds of thousands satisfied customers worldwide, so accusing us of engaging in criminal activity is completely inaccurate. It's not fair to our employees who work diligently to provide the best products and services to our customers. Please take care in the future when making similar purchases and casting false allegations.

Jason G.
President
Solvusoft Corporation