Softube Customer Service Stinks

[ironbut]

Just wondering if any of you guys have had issues with Softube.
This isn't to say that their products aren't fantastic but so far, their customer service has been lacking for me.
I ordered one of their plug-ins and before I installed it or used the activation code, I decided I didn't want it.
Stupid?
Guilty, but that's what happened.
So, I asked for a refund and they just keep telling me how to install the plug-in.
I've asked them point blank if they're refusing to refund my money but they don't seem to want to hear it.
So, each time they send me another "this is how to install it" I send a reply back that I don't want it and to Please just refund my money.

Am I being an asshole or are they?

[ravasb]

This is from their website. If you bought a packaged plugin and tried to return it within the allotted time you should be eligible for a refund. It looks like they don't do refunds for online downloads.

3. Cancellations
The Customer has the right to cancel any pending orders - without giving any reasons - up to 2 weeks after receiving the goods. Canceling an order within this period terminates the order. To meet this deadline, it is sufficient to send your cancellation within the cancellation period. The Customer may cancel the order in writing or any other permanent method of data transmission e.g. by sending a letter, fax or e-mail. The Customer may also cancel the order by returning the goods.

As soon as you open the seal or wrapping of the software product you lose the right to cancel the order. There is no right of cancellation of orders for any goods or services supplied via instant delivery/download due to the nature of these products. Statutory cancellation rights are also not applicable to any product that is tailored to your personal needs.

Returning the goods is permitted only if you send the products to the appropriate mailing address; the products are still packaged in the original wrapping and include the complete contents of the products.

To make use of your cancellation rights, please contact Softube to obtain a Return Authorization number and to determine the details for returning the products. You can contact Softube for returns on the following address: sales at softube.com

Whenever an order has been cancelled within the cancellation period, any money already paid to us will be refunded by crediting the bank or credit card account specified in your order for the appropriate amount.

[ironbut]

Yup, I opened a ticket within the same day.
I've been giving them the benefit of the doubt since it's Black/Cyber x-day time but it's been over a week since the ticket was opened and they seem to be just shining me on.

[murnau]

No problem with Softube support. I asked several questions and they answered very friendly and were patient.

[ironbut]

Yeah, it was a download,
So, I may be out of luck.
Seems pretty tight when they could cancel the authorization code.
Thanks for the advice guys.

[MogwaiBoy]

If it was the Drawmer 1973 and you don't want it... how much?

[tuzemec]

Not sure if this applies in this case, since OP is outside EU (?):
http://europa.eu/youreurope/citizens/co ... dex_en.htm

But if I understand the rules correctly, you can ask for return if you haven't started downloading the content.

Personally I've never had problems with Softube support.

[rasmusklump]

unbelievable. User error par exellence and blaming softube for it with the first posts here.

I have reveived nothing but the best customer service from them.

[wald]

unbelievable. User error par exellence and blaming softube for it with the first posts here.

I have reveived nothing but the best customer service from them.

Yep.

This place is now flooded with low-cognitive types.

[plexuss]

No problems with softube support here. I have most of their plugins and have had issues here and there that they have addressed quickly including re-instating demo licenses for me to try out again.

I have also made purchases from other companies in the past and have asked for refunds/changes and so far everything has worked out.

Just a reminder: you bought the plugin and then decided you didn't want it. I think at the very least the title you gave this thread "Softube Customer Service Stinks" is quite unreasonable and I would encourage you to change it because it is a) incorrect and b) doesn't fully describe the facts that you were the one that make the mistake. [Mod edit: See below.]

[elassi]

OTH the title serves as a clickbait with the (not so) surprising twist that noone complains about ST's customer service besides the person who created this thread.

[sfxsound3]

They should explicitly say to him that it is his fault and he can't get a refund. Instead, they keep giving instructions on how to install. This is what stinks.

[Robert Randolph]

OTH the title serves as a clickbait with the (not so) surprising twist that noone complains about ST's customer service besides the person who created this thread.

That's certainly not the case. I've yet to have a single encounter with Softube that went well. (4 personal encounters, 2 license transfers).

You can head over to the Volume One collection thread on Gearslutz to find plenty of other unhappy folks.

[D.H. Miltz]

Cleaned up some stuff. If you want argue about supposed national characteristics and that sort of thing, go start a thread in HPC.

[ATS]

some of the best support I ever got was from Softube. One person's say so doesn't make it so.