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:01/09/2022

  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 asked a simple question, why does my software's EFFECTS menu seem to be missing choices? I tried online CHAT and the tech was NOT able to look at his own screen and tell me if his menu (in this program I bought) was the same as mine (wow that's incompetent). They said they would refer it to a higher tech. SO, I replied to the support email with my case# sent to me. By email I asked them to please JUST simply tell me what choices I should have under the EFFECTS menu. The reply was for me to send details of the problem (I just had, why did they not read it?). So I sent a screen capture, their reply was to reinstall the program - it did not change anything. I asked again, they said to send a screen shot AGAIN - BUT it already was in the last email I had sent!!! I sent the screenshot yet again - their reply was that I should send more information (Now I know there is no intelligence behind these emails, no one is reading them). I asked again, they said to send a phone number - I did. ------- SO then I tried calling support SIX times and every time I was hung up on before a tech would answer. Sometimes it took 5 minutes, sometimes 17+ for the line to hang up. Once I head a voice not talking to me for 1 second and it clicked off, so I know they must be dropping the lines on purpose. Sometimes their was hold music, other times there was no hold music, just dead silence. How infuriating and useless. Dropped call 6 times. NO ONE SHOULD BUY from this company.

  Business Response

  Date: 07/09/2022

  Hello,

  We apologize for the inconvenience this has caused you. We have escalated your concern to our level 2 technical support in hopes that they will be able to answer your question. Please look out for the email from them and let us know if you need anything else.

  Corel Customer Support

  Customer Answer

  Date: 07/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  This is their same canned response I already received and that I see from dozens of people online complaining about them. It is an answer they have already used on me to delay my question.

  WHY reject their answer?  I have ALREADY been sent to level 2 support twice and that supposed higher level of support used canned emails, they repeatedly ignored my one simple question and kept asking for information or for me to take actions not related to my situation - actions that had nothing to do with the I asked question. 
  

  
  It has become VERY clear that No one is actually reading the emails in their advanced support. They even asked for my phone number once and never called, then followed up repeating previous useless emails. My question I needed answered is easily answered by ANY employee by simple opening up their own program and telling me what items they have under the menu I asked about. It's a dirt simple answer that even their LIVE Chat person online could not answer. Apparently their support people don't even have a version of their own program to look at.
  
  So, after at least 7 responses to me, NONE of those emails or chat answers ever just answered a simple question about the software they offer. Their support system is ONLY to delay people until they give up. I read dozens of users who just gave up, and they were long time users of this companies programs. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 08/09/2022

  Hello,

  I hope you received the answer from 2 days ago... This section is used to show plugins for Painter when they are installed like KPT. This was used in early version of Painter. Rest assured that nothing is missing from the Effects Menu with your copy of Painter 2021.

  Corel Customer Support