Solvusoft Corporation Avaliações 

Resposta da Solvusoft Corporation

24 de out. de 2019

Tak så meget for at have taget dig tid til at forlade os denne fantastiske anmeldelse. Vi er så taknemmelige for dine venlige ord.
(Thank you so much for taking the time to leave us this amazing review. We are so grateful for your kind words.)

Tak, fordi du delte din anmeldelse med os og samfundet.
(Thanks for sharing your review with us and the community.)

Best,
Quality Control Manager
Solvusoft Corporation

Resposta da Solvusoft Corporation

24 de out. de 2019

Thapelo, thank you so much for this great 5-star review. We really appreciate you being a loyal customer and helping to share the word about us. We’re here for you anytime.

Best,
Quality Control Manager
Solvusoft Corporation

Resposta da Solvusoft Corporation

24 de out. de 2019

Thank you so much for taking the time to leave us a positive review. Thanks for sharing your review with us and the community.

Best,
Quality Control Manager
Solvusoft Corporation

Resposta da Solvusoft Corporation

24 de out. de 2019

Thank you so much for taking the time to leave us this amazing review. We are so grateful for your kind words.

Thanks for sharing your review with us and the community.

Best,
Quality Control Manager
Solvusoft Corporation

Resposta da Solvusoft Corporation

24 de out. de 2019

Thanks for a positive review! We work hard to meet expectations like yours, and we’re happy to hear we hit the mark for you. Thank you for taking the time to review our business!

Best,
Quality Control Manager
Solvusoft Corporation

Resposta da Solvusoft Corporation

24 de out. de 2019

Thanks for the awesome review! We work hard to meet expectations like yours, and we’re happy to hear we hit the mark for you. Again, thank you for taking the time to review our business!

Best,
Quality Control Manager
Solvusoft Corporation

Resposta da Solvusoft Corporation

18 de nov. de 2019

Dear Customer,

Thank you so much for taking the time to leave us this fare review. We are sorry if our product disappoints you, if you like, we will more than happy to provide a free subscription for a few months and you can enjoy our interruptive services. We would like to contact you and we will make sure that our software will fulfill all of your needs. We will assign professional programmers to work on your request especially for you to get you the desired result on an urgent basis. You can also call us at +1 702 948 6578 and we are here 24/7 to help you.

Thank You.

Best Regards,
Quality Control Manager
Solvusoft Corporation

Resposta da Solvusoft Corporation

18 de nov. de 2019

Thank you so much for your kind words, Gerhard. We really appreciate you taking the time out to share your experience with us—and we agree, Alex is truly a gem to have on our team! We count ourselves lucky for customers like you. We look forward to working with you again in the future!

Best Regards,
Quality Control Manager
Solvusoft Corporation

Resposta da Solvusoft Corporation

18 de nov. de 2019

Dear Kenneth,

First of all, I want to offer my deepest apologies for the severely (and inexcusable) late response to your issue.

Our system generates an automated email to all of our new customers regarding their experiences with our software but I am not sure why that email not sent to you by the system, It seems like there must be a technical glitch due to which email was not sent to you in a timely manner, but nothing to worry our customer support team is available 24/7 via phone at +1 702-948-6578, email at support@solvusoft.com and chat as well. You can get in touch with us regarding your issue if the problem persists and we will more than happy to assist you on a priority basis. I just checked everything looks good against your order account, Feel free to update us. I will personally follow up with you after every month to check if everything is fine or not.

We look forward to hearing back from you soon. Thank You.

Best regards,
Jason G.
President
Solvusoft Corporation

Resposta da Solvusoft Corporation

15 de fev. de 2019

Christophe,

First of all, I want to offer my deepest apologies for the severely (and inexcusable) late response to your issue.

We lost our customer service manager shortly before Christmas, resulting in a massive queue (2,000+) of support tickets that were left unattended. As a result, we have been slowly trying to work through that old queue to catch up on recent requests.

We have hired a new team to handle customer service, and it's taken longer than expected to get them ramped up. They are working as fast and diligently as possible to get things back to normal, but some tickets have been outstanding for weeks. This is COMPLETELY inexcusable, and does not reflect on our company values of serving the customer.

In any case, I have forwarded this issue to the new customer service folks, who have processed your refund today. It should be credited back to your credit card within a few days:

https://www.dropbox.com/s/brc4epdhoz2kimf/rr_1.png?dl=0

If you would like to get free license keys - for any of our software - due to your trouble, please contact my support team and they will be happy to provide them as a token of our gratitude for your patience.

Again, although this has been a rough time for our company, it's no excuse for the lack of service shown you in this instance. I sincerely apologize for the trouble caused with this issue, and we are striving to correct these issues going forward.

Best regards,
Jason G.
President
Solvusoft Corporation

Resposta da Solvusoft Corporation

13 de fev. de 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

Resposta da Solvusoft Corporation

5 de fev. de 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

Resposta da Solvusoft Corporation

5 de fev. de 2019

Hi Jan,

Please contact our customer service department for assistance; we are happy to help. We have a 90-day, no questions, money-back guarantee.

Best,
Jason G.
President

Resposta da Solvusoft Corporation

5 de fev. de 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

Resposta da Solvusoft Corporation

5 de fev. de 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

Resposta da Solvusoft Corporation

16 de nov. de 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