1/5

posted Jan-11-2012

"nch.com.au makes several types of software. Among these is ExpressScribe. While the software is typically okay, their support policy ("Nothing is Free") and customer service are the worst I have ever seen.

An example: We downloaded the ExpressScribe for the Mac. It would not play a file format we needed, and gave the message "this is only available in the Pro version." We paid for the pro version Oct 26 and received a unlock code, however there was NO place to enter the code to unlock it to the pro version. Customer service would not write to us (no phone support) unless we paid for a service contract. We had to contact our credit card company to force a refund. A month later (Nov 27), we received an explanation from the company explaining that "at the time you purchased the software, it was only available for Windows".

Forcing customers to pay for customer service for a product that *doesn't even exist* is about as bad as it gets. Had they actually made customer service available, this could have been resolved without going to our credit card company to force a refund."

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