I need to request a refund for the Poser 2014 Game Development Upgrade, the Download manager is refusing to provide me with download links for the serial given and I have spent 3 hours going in circles with Smith Micro Tech Support this morning.  I have had enough.  They can keep their software and their pathetic download manager - I just want my money returned.  I am done with Poser and Smith Micro now.

Hello,

I have responded to the emails you sent to store@renderosity.com.

Thank you and have a nice day,

And your response is nonsense and unacceptable!

As I said I already have been in contact with Smith Micro for far too long on Tuesday and gotten nowhere, they stated I need to contact Renderosity for a refund - which I have done!

Now I will file a fraud complaint through Paypal and re-evaluate any and all future purchases from Rewnderosity!

I will not stand for this nonsense! I paid for software I can not access - and as such am entitled to a refund!

I will also file complaints with the state AG and the FTC if I must!

Okay can you tell me what Smith Micro is saying is the problem here so we can try and help in case it's something maybe we can do on our end. You have Poser Pro 2014 correct?

I'd just like to know what exactly the issue is so I can understand more of why this is happening for you since we've had many others buy this same upgrade for the Game Dev software and be able to install with no issues so It would help me a lot to understand what the issue is exactly and what they are saying, can you email me your communications with them so I can get a better understanding?

We are resellers of that software and it clearly states on the product page

All sales are FINAL.
No refunds or exchanges will be made.

**
**

Which is true for all the software we resale for them but we want to make this right so I want to help you but I need you to help me by providing me MORE information of what is going on if you have the Poser Pro 2014 software we can help you get this upgrade to the Game Dev to work as we know there are no other customers having a problem so please give us a chance to do that

 My email is stacey@renderosity.com

Thanks

Stacey

No - I am done with the runaround. I am filing fraud complaints.

Now I am done with Renderosity too. I will not be ripped off or treated this way.

Stacey I just got an email from the above customer with that information and was getting ready to forward it..you'll have it in a sec:)

Thank you!

Okay we are all trying to help you not treat you poorly AT ALL. I see now the communications that Smith Micro techs were trying hard to help you and you were treating them extremely rude and that doesn't have to be that way Kage. I always always always try and help you and make things right when you've had issues here and I hope you recgonize that because I know that I personally have done whatever it took to make sure you and any issue with an order you had was taken care of and I'll do the same here.

We have to confirm that it's okay to give this refund as per our reseller agreement that states no refunds are to be made but I'm sure  if you just give me a minute I can get the confirmation from the appropriate people and get you that refund, Just be a little patient please, that's all I'm asking. 

We are and have ALWAYS tried our best to help you when you get upset and same thing now just give me a little minute here please, that's all I'm asking.

Thanks
Stacey 

Responding by telling me it must have been me misentering the serial not once - but twice, when they already had a previous ticket from me about the same download manager problems IS NOT TRYING TO HELP ME!

I am done discussing this. Bottom line I paid for software I cannot download!

And I'm working on getting the refund approved by the appropriate staff since it's not just as simple as what other refunds are due to us being resellers, having signed contracts, processes we have to follow with the appropriate people at SM since it's definitely stated that ALL SALES ARE FINAL, but we are working on getting the approval for the refund so please just be patient and we will get this resolved for you.

Others haven't had any issues and its sold ALOT so I'm not sure what exactly is happening for you but we (Renderosity) are trying our best to get this resolved for you as quickly as possible.

Thanks 

Okay I just got the approval back from the appropriate SM folks so I am about to go issue you your refund, see? it wasn't that long or that painful lol. We always do what we can and it can always happen at the exact moment you want it to because we have processes and procedures that we have to follow as resellers so just remember that we at Renderosity are here for our customers and we do our best to make things right and I know personally with you we have several times.....

Refund will be final in just about 5 minutes

Thanks and have a great day!

Stacey

Well we can't resolve this today because of the dispute you have opened too quickly....The funds are on hold so I can't issue the refund back to your paypal until it's closed and paypal releases the funds.... I've responded to let them know that we WERE working on this and now I can't do anything since the funds are held up for the entire order.

So I would've resolved this for you immediately upon receipt of approval but I can't now so we shall have to wait for paypal

Smith Micro has now refused a refund despite previously offering one - and now is hiding behind Renderosity policies.

Your policy of "Software being non-refundable" does not apply as clearly I was not provided all information prior to purchase - I had every reson to expect access to the downloads when purchasing and not just a proprietary, third party download manager.  Had that been clearly spelled out ANYWHERE on the product page I would not have made the purchase in the first place - as the Smith Micro Download manager is a buggy, unreliable, annoying, useless piece of garbage.

I have filed a dispute through PayPal as I clearly have no alternative.  If that goes unchallenged then we can all go our seperate ways - and needless to say both Renderosity and definately Smith Micro have likely lost me as a customer - not that either of you seem to care from where I am sitting on this issue.

If I am denied a refund, i will be forced to file a complaint for electronic sales fraud as that is exactly how I see this.

Had mention of the Download Manager been made all of this would have been avoided.

No you are so misunderstanding. this software is not " renderosity policy" its a SMITH MICRO agreement contract policy it's not on our refund policy , its ON THOSE SOFTWARE product pages. They weren't hiding behind anything, it's just the tech that was TRYING to help you said you needed to contact us then we had to contact the people at SM we have the agreement with of ALL SALES ARE FINAL to get approval which took all of 10 minutes once we sent them your communications and I was asking you very kindly to please be a little patient but since you weren't now the funds are tied up with paypal and we could've already had the refund done like I posted above but now we wait on paypal and that delays

You are complely misunderstanding what the hold up was on getting the refund done within 5 minutes of you asking us for it, why it took a few minutes longer..

Since you or paypal closed the dispute, I've done what I told you I was trying to, getting the approval for a refund and it's now been issued back to your paypal account and removed from that order.

I'll say again:

SMITH MICRO WAS NOT HELPING - ALL THEY KEPT DOING WAS SAYING IT WAS THE WAY I WAS ENTERING THE SERIAL NUMBER OR THE VERSION OF DOWNLOAD MANAGER.

Nevermind it was the same serial in their Help ticket that they swore worked for them, and nevermind they know their download manager forces download and install of the newest version before checking for available software downloads of any other type - all of which was mentioned back to them repeatedly - which led to the atypical "It must be something corrupt on your system" cop out answer.  That is not helping it's just giving someone the runaround!

They still haven't helped me get the updates for Poser Pro 2014 physical I purchased (or Poserfusion) and still refuse a refund on that - which is why I became so irate so quickly with their tech support, because frankly, I have had it.

I even specificly asked them for an alternate download method and they refused.  That is not helping!

All that's left for me to do anymore is burn bridges as that seems to be all I am good at and I don't even care anymore.  Too many other problems I don't need constant problems accessing software and updates, or be unable to use software I purchased.