Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:22/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used Corel WordPerfect from the 1990's. Recently I needed to upgrade my version because I wanted to convert PDF files. On Jan 13, 2023 around 3:30pm (EST) I called Corel and spoke with a representative, explained what I needed, and he sold me the upgrade which he said would help me. This purchase went through by 4pm that same day.
  
  That evening I installed it and it did not do what I wanted it to.
  
  I called back the next day, and was told that I had to remove the old version, and then “reboot” my computer. The woman who told me this said, she could not stay on the phone while I did this but was sure that this would fix the problem.
  
  When it did not, I called back but then was told that I bought the wrong upgrade. I would have been willing to purchase the “right upgrade” but I was always refused to speak with a supervisor. I tried calling many times, but I never could speak with a supervisor. A couple of times I was told that “A supervisor would call me back” back no one ever did.
  
  Eventually I was contacted by ****** *****,
  |****** *****, ***** ***** ******* ********************* ***************** **** ***** ******** ******* ************ 
  I believe from their Seattle office, but after providing him with the requested information (date, serial #, etc, etc) nothing has happened.
  
  All I have been asking for is to have a representative CALL ME, so that they can refund my cost, and then provide me with the correct UPGRADE (I am willing to pay for it).
  
  I tried to do this through their Sales Number, but these people at this call center do not understand what I am asking for and have even tried to resell me the original upgrade again.

  Business Response

  Date: 23/02/2023

  Please except our apologies. It looks as though you were sold the home and student version instead of the standard wpo upgrade. We will be sure to reach out to you to solve this for you.

  Corel Customer Support 

  Customer Answer

  Date: 27/02/2023

  
  
  Complaint: 19447661
  
  
  
  I am rejecting this response because:
  
  The Company has finally contacted me concerning this issue, BUT the issue is still unresolved.  I was told that I would be contacted again today, 2/27/2023.
  Hopefully, when they do, they will fix the issue.
  
  
  
  
  Sincerely,
  
  ******* *******
  ******** **
  
  ************
  
  

  Business Response

  Date: 27/02/2023

  Hello,

  We have a level 2 support agent assisting you and he will be in touch shortly. 

  Corel Customer Support 

  Customer Answer

  Date: 28/02/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19447661, and find that this resolution is satisfactory to me.
  
  
  A Corel Support Representative (Douglas) resolved the issue today.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:18/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02.18.2023 I purchased Corel Graphics Suite 2021 for Mac. I paid 84.15 with a coupon directly from *********'s website. They sent me a serial number to register the program and provided a link to download it. I downloaded the software, registered my email address and serial # on the website, and launched the program. Upon my launch of the program it asks me to either set up an account with Corel or select a box and choose, "already have an account." I selected that I already have an account, entered my username and password, to which I got an error message stating my account was "missing information and I would need to reach out to customer service." When I reached out to customer service to assist me with accessing the software that I purchased, correctly through the company website, they told me they had to open a ticket to resolve the issue. I asked how long this would take as the software won't even launch for use at this time. They advised me no more than 4 hours and I'd have an email and someone would be in contact to resolve this issue. After 4 hours and no response I chatted back in and was told the same thing but they would mark my case "high priority." I've attempted another 2 chats, over 24 hours after purchase of software and they tell me the case is assigned but I'll have to wait for a response. I still don't have working software, no response for help, and money out of my account. I was sold software that I can't use, and it isn't cheap software. I used proper channels to purchase, through the companies website and their support can't even support me, they are a glorified answering service that does nothing more than blow me off.

  Business Response

  Date: 28/02/2023

  Hello,

  Thank you for reaching out. We see that an agent reached out last week to assist. Please let us know if you need anything else.

  Corel Customer Support 

• Initial Complaint

  Date:13/02/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** ******* ************
  price paid $109.99
  to Corel Draw (Corel corporation)
  for a T-shirt Vector Bundle that never worked properly and i can not have access to it in my corel and i can not find it anywhere to be used in my computer.. bought it on November 3 2022 online. downloaded and installed and then this disappeared. since then i have dedicated hours of truying to find helop online in chat rooms adn tried so manhy tomes to call corel adn the number they have in their website and everywhere online doesnt work. online give you option press 1 to talk to customer representative n=but after a long wait in silence the message repeat over adn over... all the tries i have made only once someone answered the phone adn i am not sure if was a adult or someones little kid from ab road because they werent speaking english nor could understand me and just hung the csall on me.... (this is the number listed ***********). also they chat room doesnt work. loop you back to previous pages adn over again but. never take you to a person or real chat room.

  Business Response

  Date: 14/02/2023

  Hello, 

  Thank you for reaching out. We see that you have indeed to try to get a resolution to your issue. We have designated your ticket to our level 2 team who will reach out to you via email shortly. Please look out for an email, also check spam/junk mail as sometimes it can end up there.

  Kind Regards,

  Corel Customer Support 

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday morning January 28, 2923, Microsoft installed a Windows update automatically on my computer. When done, files and programs were missing. I have, except for Corel Wordperfect, managed to get my programs and files back. After a tech told me Monday that my programs were gone, I called Corel customer service, was given ticket number 3932053 and told a tech would contact me. Next day, ****** ********* asked for a screen shot of the problem. I tried to reinstall Wordperfect again, and when I got to the issue, took two screenshots for her. On Wednesday she said the shots were of different programs and which one did I want. I don't know how that could be, but I took a screen shot of my Corel account showing Wordperfect Office 2000 and its serial number. No response from her since then, in spite of two requests yesterday and today for a status. I think what I need is a new download of Wordperfect 2000 and a reinstated license number. Can you please help? Thank you. *** *****

  Customer Answer

  Date: 06/02/2023

   

  Thank yo for your acknowledgement and fast action on my complaint.

   

  Wordperfect has sent me a download and instructions on regaining my lost program. I have followed them and all seems to be in working order just as before.  The complaint may be closed. I am satisfied and thank you for your help.

   

  *** *****

• Initial Complaint

  Date:27/12/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase date: Nov 25, 2022
  Part of Black Friday offer - included Corel products Video Studio and WinZip. See attached screen shot.
  
  When I installed WinZip - I was told I just installed an out of date product, because the Win Zip version was not the current version. And they system upgraded the software automatically, and asked for a new license key.
  
  There was no notification in the Corel offer that this was not a current product. When I contacted Customer services, I was told "you knew the version you were buying". The expectations, that I need to review the version of the product I was buying is ridiculous, the product is being sold by the company producing the product. If down level versions are sold they should be so indicated or marked as a fire sale.
  
  This is simple bate and switch - not ethical marketing.

  Business Response

  Date: 04/01/2023

  Hello, we see that you have requested a refund for your product. Please let us know if you need anything else.

  Corel Customer Support 

  Customer Answer

  Date: 17/01/2023

  
  
  Complaint: 18646033
  
  
  
  I am rejecting this response because:

  I did not receive an email from you on Jan 4, 2023 as listed ,  I have checked my Spam folder to make sure.

   

  The vendor’s response is not correct, I have not requested a refund for this purchase.  

   

  I maintain that when I am sold a product ( or provided with a promotional item as in this case) by the manufacturer, it should be a current product and not a product when it is installed, tells me that I have a out of date product that I should update.   

   

  The vendor has now fixed their update check for the product so that it does not force now force one into an update – so at least they have corrected something came out of my complaints

   

  ***** ******

  Business Response

  Date: 17/01/2023

  Hello,

  Please be advised that the technical support agent has sent you the WinZip 27 .exe file. Please see ticket from RT to download the product as requested.

  Corel Customer Support 

  Customer Answer

  Date: 17/01/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18646033, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:17/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Corel Painter 2022 application on September 29th 2022. Once installed, the brush optimizer module failed to run as expected and crashed the program every time, rending the application unusable. A ticket was logged with the Corel support team on October 7th. Several emails were exchanged, with the support agent requesting increasingly detailed information about my computer system. Apart from repeated instructions for me to uninstall and reinstall the application using different methods, which failed to address the issue, the support team did not provide a resolution to the application issue. After several more follow-up emails from me requesting a resolution, the support agent simply went into radio silence. In December, two months after this issue was first logged, I contacted the support team again through Corel's chat function three separate times. The first time the agent basically terminated the chat on me after rudely saying I should just keep waiting for a response. The second time the agent said they would escalate the issue and a response would be provided. The third time I was completely fed up and asked for a refund on a product that did not work as advertised if they were just going to ignore my issue. The agent advised that they would escalate the ticket again and that I would be receiving a response within 48 hours. They also advised that since the 30 day refund period has passed, I was no longer eligible for a refund. I asked why should Corel dragging its feet on providing timely support invalidate my right for a refund on a purchased product that did not work as advertised, and got the silent treatment. Each time I requested a transcript of these chat sessions and, unsurprisingly, was not provided by Corel. If Corel cannot be bothered to provide a resolution to their application's technical issue, then I would like a full refund of the product.

  Business Response

  Date: 04/01/2023

  Hello,

  Thank you for reaching out. I have asked that one of our level 2 specialists reach out to you to assist. They should be in touch shortly.

  Kind Regards.

  Corel Customer Support 

  Customer Answer

  Date: 06/01/2023

  
  
  Complaint: 18489008
  
  
  
  I am rejecting this response because:

   

  I scheduled time with Corel's Level 2 technician, ****** ********, on January 6th, 2023, as instructed through an email they sent to me. The technician was provided with the required access to my computer system and any other information in order to troubleshoot and rectify the issue. At the end of the session, the technician advised that they were not able to resolve the issue and that based on their diagnosis, there should be no reason why the progam cannot run properly on my computer system. They advised that they will be endorsing my request for a refund with Corel's customer service team. 

  Since it has been confirmed by Corel that the issue cannot be resolved, I would like a full refund for a program that simply does not work for my computer system. I raised this issue with Corel well within their official 30-day refund policy, and had Corel followed up with me in a timely manner we would have come to this same conclusion within the 30 day period. I should not be penalized with a product that does not work and no refund simply because Corel failed to respond and action in a timely manner despite numerous follow-ups. 

  
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 11/01/2023

  Hello,

  We have been in touch with the customer and are in the process of issuing the refund.

  Let us know if there is anything else we can assist with.

  Kind Regards,

  ****

  Corel Customer Support 

  Customer Answer

  Date: 20/01/2023

  
  
  Complaint: 18489008
  
  
  
  I am rejecting this response because:

   

  Corel has agreed to issue and refund and advised that a refund is being processed, and I am satisfied with this outcome. However, I have yet to actually receive the refund amount that was agreed upon 11 days ago (as of today). I cannot close out this complaint until the refund is actually received. 

   

  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:03/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday November 26 2022 I purchased a video editing software from one of Corel's products: PInnacle Studio 26 Ultimate. I have had this product before and having bought a new computer the previous day I decided to upgrade to the latest version. That same day I began to edit a video and realized that a large group of video transition effects wasn't working properly. I initially sent an email to technical support. I received an email saying that the problem would be looked at and I would be contacted shortly. I wasn't. The next 3 days I called customer support. I was told every time someone would contact me shortly. Finally, after 4 days from my initial complaint I was contacted by an engineer who asked me to send a video showing the problem as well as a ******** and ******** files. I sent him everything he asked. His reply was that he would need help from a higher level. The following day I was contacted by another engineer. He said he had passed my issue and that I would be contacted. No one has contacted me since. I have continued to call technical support but my issue has not been resolved nor have I received a refund.

  Business Response

  Date: 04/01/2023

  Hello,

  We see that you have requested the refund, please let us know if you need anything else.

  Corel Customer Support 

  Customer Answer

  Date: 04/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:28/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Ordered a Digital Product called a Motion Graphics Bundle for Video Studio Ultimate 2022 Software as described below. I didn't receive the product or a link to download it. My bank account shows that they have taken my money. I went to their support site and submitted a trouble ticket and when I heard nothing back by the next day I called their customer support phone number and a customer service associate set up a support ticket as their following message shows:
  
  "Dear Valued Customer,
  
  Thank you for contacting Corel Support. This message has been automatically generated by the Corel Support Portal, in response to your support request "Motion Graphics Bundle Vol 1 for VideoStudio - Download link". The Ticket ID created to track your request is [Corel ********].
  
  When replying, make sure to keep the subject line [Corel ********] Motion Graphics Bundle Vol 1 for VideoStudio - Download link unchanged.
  
  Corel Support representative will review your request and send you a personal response shortly.
  
  Sincerely,
  The Corel Support Team "
  
  I still haven't heard anything back from this company and feel ripped off. Please help if yoiu can and thank you very much.
  
  ***** *******
  
  Description Unit price Qty Amount
  Motion Graphics Bundle $29.99 USD 1 $29.99 USD
  Subtotal $29.99 USD
  Total $29.99 USD
  Payment $29.99 USD
  Payment sent to **************************
  Payment sent from *******************
  ******* ** ********** *********** ** *****************  
  
  Transaction date
  Nov 24, 2022 21:42:36 EST
  
  Merchant
  Corel Corporation
  **************************
  ************

  Business Response

  Date: 08/12/2022

  Hello,

  Our sincere apologies you were unable to install the product your ordered. We see that you have been assisted and have been able to resolve your issue. Please let us know if you need anything else.

  Corel Customer Support

• Initial Complaint

  Date:27/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dealing with Corel software Australia regarding PAINTSHOP pro.
  Problem was the removal of geotagging facility from the ultimate program used to prepare a magazine for our veterans volunteer group.
  While technical support responded and instructed us to remove the program completely and then reinstall, the serial number we were originally provided no longer operated with the new installation- and we have asked technically support to help. They now will not answer our call for help -we are being totally ignored.
  I have the following service ticket numbers, ***** * ******* ** * *** **** * ******* ** *** ** **** *** ******** ** *** ** **** The telephone no published for Australia ********** seems disconnected, and even a direct email to the one and only technician is being ignored. This is the person who instructed on the program removal.
  
  As I followed instructions given by the tech would appreciate a operational serial number, rather than having to buy a new 2022 program as this one was only purchased this year.

  Customer Answer

  Date: 07/11/2022

  Regarding this complaint lodged about the lack of response from Corel Corporation, I have now had several responses from that Corporation and Technicians have solved my problem.

  Regards

  **** ******
  
  ** ******* *****
  
  ******** *** ****

  Australia

   

• Initial Complaint

  Date:20/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Corel product (Painter 2023) on August 15 2022. There was an issue with the application as it was missing a part of the UI which was vital to a work file I was engaged on. I submitted a technical support ticket and telephoned for technical support. Through the phone support I was advised to throw out the original program and pay for a second program. I was told that my original payment would be reimbursed automatically within a few days. This never occurred. It is now over a month since the second payment. I submit the two bank lines below. The amount paid for the first program has never been reimbursed. There also does not seem to be any attempt on the part of Corel to address the issue of the missing program UI. No explanation is currently forthcoming
  Chequing 9/6/2022 **** ***** ******** **** COREL -269.00
  Chequing 8/15/2022 **** ***** ******** **** COREL -269.00

  Business Response

  Date: 20/09/2022

  Hello,

  Please be advised we have submitted your refund request for the first order you purchased. We now have a level 2 technical support agent looking at your ticket who will reach out to you directly with the information you've requested.

  Kind Regards,

  Corel Customer Support