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  • Where is Customer service

    I have emailed now 3 times ,wrote on the face book page and still cannot get customer service, I am in Australia is this normal for ACDsee or are they just anti- australian? feeling pretty peed-off at the moment, maybe its because I have asked them to honour there 30 day money back guarantee, what do you think ?

  • #2
    Originally posted by fredlaw View Post
    I have emailed now 3 times ,wrote on the face book page and still cannot get customer service, I am in Australia is this normal for ACDsee or are they just anti- australian? feeling pretty peed-off at the moment, maybe its because I have asked them to honour there 30 day money back guarantee, what do you think ?
    alas it seems pretty normal - I am in the US - poor customer support and software is getting worse and worse.

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    • #3
      Hi fredlaw,

      I replied to your thread of the same topic under the General Discussion Board, and let me also include that reply here as follows:


      Sorry to learn that but so far we have not received your support ticket. I have searched your name and email address, but I could not find your message. How did you submit the support ticket, was it via the support form at https://www.acdsee.com/en/support/form/, or did you send that email to a specific email address ?

      Regarding the "30 day money back guarantee", you can see our refund policy in the support page at https://www.acdsee.com/en/support/. Expand the "online order support" section, and there are two topics related to the product refund:

      - What is your refund policy
      The ACD Systems store offers a 30-day money back guarantee. If you purchased a subscription and want to cancel after 30 days of purchase date, no refund is made but auto-renew for subscription will be disabled.

      - How do I request refund
      To request a refund, please contact Customer Care by email or by phone at 1-888-767-9888.


      I will send you email from our support system to your registered email account, to understand more about your recent order. Upon your confirmation, I can proceed to your refund request.




      Thanks
      James

      ACD Customer Care Team

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      • #4
        Originally posted by vexal87 View Post
        alas it seems pretty normal - I am in the US - poor customer support and software is getting worse and worse.
        All my contact with ACDSee customer service and technical support was excellent so far. Response times were typically under 1 working day, and the solution rate for customer service was 100%, for technical support not at 100%, but still acceptable.

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        • #5
          Hello Janto,

          Thank you for the feedback.

          To all customers, please keep in mind that ACD offers email, chat & phone support Monday to Friday. For more information please visit:

          Browse FAQ's, product support, or contact our ACDSee Customer Care team to get the help you need.

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          • #6
            I'm Australian, Tried the 365. Chatted via web and subscription was cancelled and refunded. No issues either with getting tech support

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