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Subject: SONY GIVES UNDISPUTED REFUND FOR SF11
Posted by: MaleXLR
Date: 2/23/2015 2:15:56 AM

Okay, maybe not... Sorry.... Such is my degree of frustration as a user since Sonic Foundry left us in the lurch.

Does anyone know of the correct procedure (or any procedure) to request and obtain a refund???

Question 3 of my 7 unanswered support requests is specifically about a refund and it has been ignored.

What have they done to Sound Forge? I am trying to use it in a professional capacity and it just doesn’t work any more!

In New Zealand we have a “Consumer Guarantees Act” which generally insists that products that are sold must be suitable for their intended purpose! Hmmm...

I have asked for Sony support a number of times in the last couple of months since upgrading… sorry, downgrading to SF11 and have had NO QUANTIFIABLE SOLUTIONS! YES, NONE!

Subject: RE: SONY GIVES UNDISPUTED REFUND FOR SF11
Reply by: rraud
Date: 2/23/2015 10:16:21 AM

"Does anyone know of the correct procedure (or any procedure) to request and obtain a refund???"
Try an online chat or call SCS customer service (NOT tech support). SCS CS is allegedly more responsive and accommodating. I heard of of refunds when OS compatibility issues arise, for instance SF11 for Win 7-8 only. Whether your granted a refund for a previous installation I would doubt.

Subject: RE: SONY GIVES UNDISPUTED REFUND FOR SF11
Reply by: MaleXLR
Date: 2/26/2015 5:52:40 AM

Hmmm... Tried and failed. My seven support requests are being handled by "Travis G".

After almost three months in, none of them are resolved. I used online chat - got "Travis G".

In desperation, stayed up late (in New Zealand) to call Customer Service - got "Travis G"...

Groundhog day!

Subject: RE: SONY GIVES UNDISPUTED REFUND FOR SF11
Reply by: kryten
Date: 3/1/2015 10:04:53 AM

Dispute the charge.

Subject: RE: SONY GIVES UNDISPUTED REFUND FOR SF11
Reply by: MaleXLR
Date: 3/13/2015 6:53:03 PM

The latest in the three month old list of support requests. I included this in my last message to Sony "support":

"As not only I, but many others have seen a deterioration in SF with each new release I believe that a refund is covered under "Can I exchange a defective product" and as I have fulfilled my part as far as registration and contacting you within 30 days, as these issues have not been resolved the obligation is with you (under your own terms http://www.sonycreativesoftware.com/support/custservfaq.asp?faq=4) to refer me to a Customer Service Representative."

Subject: RE: SONY GIVES UNDISPUTED REFUND FOR SF11
Reply by: kryten
Date: 3/14/2015 8:56:56 AM

Did you dispute the charge with your bank? Your reasoning should be they didn't respond to your requests in a timely manner.

Subject: RE: SONY GIVES UNDISPUTED REFUND FOR SF11
Reply by: MaleXLR
Date: 3/15/2015 3:20:34 AM

Hi kryten,

I have to admit that I didn't. As it is now three months from the purchase date I anticipated that the bank would just laugh at me!

...and also I also have to admit [and I don't think that I am just being bloody minded] that what I really want is for Sony to take some responsibility for selling us software that is blatantly faulty.

If enough people either request a refund or, better still, if Sony have to start dishing out money, perhaps they will finally start fixing some of the problems instead of sticking it on a "to do" list...

Subject: RE: SONY GIVES UNDISPUTED REFUND FOR SF11
Reply by: Geoff_Wood
Date: 3/16/2015 4:50:53 AM

Odd how it works fine for many people (apart from the 'improvements' that took away functions and/or made aspects less intuitive/easy).

Not suggesting that you shouldn't get better help in solving whatever it is on your system that is causing SF to fail.

I'm sure if there was a general failure for most users, there would be no problem with refunds.

geoff


Message last edited on 3/16/2015 5:43:19 PM by Geoff_Wood.
Subject: RE: SONY GIVES UNDISPUTED REFUND FOR SF11
Reply by: MaleXLR
Date: 4/5/2015 5:56:56 AM

I HAVE NOW SUCCESSFULLY OBTAINED A REFUND FOR SF11...

It was a long drawn out process which I wouldn't recommend, but the money is back in my account and I am happily using my old SF9.

Despite being told that there would be no refund under any circumstances I used the following:

"As not only I, but many others have seen a deterioration in SF with each new release I believe that a refund is covered under "Can I exchange a defective product" and as I have fulfilled my part as far as registration and contacting you within 30 days and as these issues have not been resolved, the obligation is with you (under your own terms http://www.sonycreativesoftware.com/support/custservfaq.asp?faq=4) to refer me to a Customer Service Representative."

The refund came very quickly after pointing this out!

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