ComplaintsforEltima Software

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 2018 I purchased the Elmedia Player PRO from www.Eltima.com. This software was purchased because: Advertised Lifetime use and no need to purchase anything else and the ability to view and download web videos in multiple formats. Since 2018, this merchant sends out a yearly “ Major Update” that if you DO NOT purchase they remove your PURCHASED PRO features (e.g. downloading videos) and then convert your PAID PRO software (without your permission) to “ free.” The "free" version has limited features. IF you DO NOT pay for this “major update” they render your PRO PURCHASED software unusable with no PRO features. This has happened three times in the last three years literally forcing me to purchase this " major upgrade". Yet this year I refused, & asked that my PRO version be restored- refused. Despite over 10 emails with customer service with proof of PRO purchase being converted to “ free” this matter has not been resolved. Request to speak with a manager was ignored.

  Business response

  10/05/2021

  Dear customer,

  We didn't remove the downloading functionality from the version of the software that you had purchased. If you have the installer you can install the software, activate it with the license code that you have and use it. If you don't have the installer, please request it from our support team. We don't host it on our site, but we can send it via email as an exclusion. 
  

  Major updates are not obligatory. If you don't wish to upgrade, don't buy them and use the version that you own. But please note that we don't support old versions. 

  Also we have checked your correspondence with our support team, our representative didn't refused to restore the license. The support provided you with the download link for the software that you purchased. You can use the link if you wish to stay with the old version. 

  Customer response

  10/05/2021

  
  Complaint: ********
  
  I am rejecting this response because: Seller has removed my purchased Pro 8 software. They now have option to convert to Pro 7. I want my purchase retored since licenses do not expire. Proof attached 
  
  Sincerely,
  
  ******** ****

  Business response

  10/11/2021

  We will upload the old version of Elmedia Player to our site and send you the download link. 

  Customer response

  10/26/2021

  
  Complaint: ********
  
  I am rejecting this response because: Sorry for delay in responding to email. I have been involved with a home sale and unable to do much else. I did see the company’s reply and the solution was no different than the original-,them directing  me to a link unrelated to their website to download load an older version (7.0) of my 8.0 pro purchased software.  With malware etc. I refuse to download anything from a non company website link and this was communicated to the company and BBB in my complaint . All that is needed was an activated code since they deactivated my purchased software to the Free version. They were able to do this since they asked permission through the firewall at the original download years ago ( other honest companies have this permission but I now see they are using this access to deactivate purchases so a few weeks ago after realizing this I blocked their firewall access). 
  
  Sincerely,
  
  ******** ****

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