support help hell

[affidavit]

if after reading the whole doc and viewing the pic-- you know how I can solve this I would be grateful

[Charlie]

I edited all the needed content I hope. I will look into this for you.

[Charlie]

Please be patient As I am looking over you original unedited word doc.

[Charlie]

Okay first off besides one ticket if I remember right you started a new ticket after trying this can get things confused. I was able to access your tickets needed thanks to the information you gave me. It seems there was wires crossed and you indeed purchased DVD neXt COPY Ultimate instead of iTurns Pro. I got this from the invoice stated in one of the tickets. There really isn't much to say on this as a refund was granted but I did just sent in from one of your tickets this and I am emailing support directly too on this to find out if my thoughts are spot on to what took place. Below is the same thing I typed minus the info on ticket numbers and your name of course.

Hi I know this has been resolved by a refund. I am Charlie over on the support forum and Mr. xxxxx is still trying to get what really went on. I went over all 5+ xxxxxx to give things a look at and see it first hand what was all done to better assist him as the doc he posted made it kinda hard to understand everything in fine detail. I noticed that there were multiple tickets over the same product in need of help. I'll post those xxxxxx here and wish that you combine them or look at ever one of them to see what was said and done. One thing I saw was you refunded him for DVD neXt COPY Ultimate but it appears according to him he purchased iTurns? Any ways here is the ticket keys to see it all. I gathered he was given ultimate key but needed an iTurns.

Removed private information here

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Thank you for your time.

[affidavit]

I purchased both nextcopy and iTurns and nextcopy works fine. In the attached pic above you will see that the ser# for iTurns is not valid. If you can read the support tickets online then you can see they kept replying about nextcopy and not iTurns. The reason for so many tickets is I got no reply when replying to their replys. Today I was informed I had been given a refund on iTurns but in fact it was nextcopy and in several replys they said the refund was per my request which I never made any request for refunds. Just need a ser # that works for iTurns. I can not believe that this has gotten this far for such a simple problem. My coping and pasting the back and forth help requests and answers into the word doc is hard to follow even though it is from the web support pages. Unless someone has a better suggestion the only solution I see is to request a refund for iTurns as they have already did that for nextcopy, repurchase both programs and download them again with fresh ser #s. I own a small local custom computer business and this is the worse customer support problem I have ever had. All my dealings with this company before this were absolutely stellar I am just bewildered by this. If I purchase the programs again according to their reply to me below, any request for assistance will automatically go in the spam catcher that gives me confidence.

below is todays reply to me and my reply back



08/02 14:36 Product: DVDneXtCOPY iTurns

ok I can repurchase dvdnext copy ult but the original problem is with iTurns which still has not been fixed--this is nine tries to solve the problem and it seems to be getting worse with each reply.I just need a serial number that works.....


Support Supervisor
08/04 02:42 Various support personnel may handle your trouble ticket. Please keep all correspondence in this new trouble ticket so we can see the troubleshooting that has been done.

Support Supervisor (support7)
08/02 05:50 Your Ulimate has been refunded. I cannot reverse that.

Best regards,
Support Supervisor

ORDER REFERENCE # 36828386 from 11/17/2008 16:19
Supplier Product Quantity Total
DVD neXt COPY Inc. DVD neXt COPY Ultimate UPGRADE (Download Only) (xxxxx) - V3.0.5.4 (xxxxx) 1 69.99
DVDneXtCOPY Standard to Ultimate V3 Upgrade Discount -40.00

Order Total (Paid via Visa : XXXX-XXXX-XXXX- xxx - xxxx Bank USA, National Association (United States)) 29.99
Existing Refunds (08/01/2009 - Per your instructions) -29.99


AAAAAAAAAAAAAAAA

Automated response:

You have exceeded your new ticket allocation. Any new tickets submitted will be filter into a spam folder.



08/04 19:18 the problem is not next copy dvd it is iturns. does no one really read the tickets if they did how could this go on for so long????????????????????????????????????????????


Support Supervisor
05:33
I have given you a refund for iTurns. We already gave you multiple serial numbers. It does not work on your system.

Sorry,
Best regards,
Support Supervisor




20:17 Ive been given a refund for dvdnextcopy ultimate which I did not request. And to the best of my Knowledge after checking with my bank I have not received a refund for iTurns nor do I want one. I was given 1 serial number to try and that was when I got the wrong ser # error shown in attached pic but no install errors. My original ser# would not work when I tried it because of to many installs while trying to diagnose a computer hardware problem which has been fixed. Are you saying the only option after I receive a refund for iTurns is to purchase both iTurns and nextcopy ultimate again and get new ser #'s and start over?

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[Charlie]

Hang on and check your private message give me 1 minute please.

[Charlie]

User is now up and running.