Rafael Macho
Downloads: 2
Posts: 7
Smile Score: +1
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Member Since: 13 Mar 2012
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burypromote

rafdesign reviewed on 05 Feb 2014
Bummer I just bought it. It's not working with OS X Lion. I can't upgrade my machine to 10.8 because I am running software that can't go beyond Lion. Why such a basic software is doing that?
[Version 1.1]




rafdesign rated on 26 Mar 2012
[Version 2.6.6]



burypromote
rafdesign commented on 21 Mar 2012
Read previous comment.
[Version 5.0]


1 Reply

burypromote

+1
rafdesign replied on 12 Jun 2012
Hi everyone, a few weeks ago I've got the good news: Citibank was able to refund me 100% from Stellar Phoenix. It took me some papers to fill, some phone calls. A few hours in the end. But at least it proves me something: I was right and Stellar Phoenix had to return the money. I hope this will help others to consider using their "software". Please consider other alternatives, they are great companies out there who are responsible and honest.

rafdesign rated on 13 Mar 2012
[Version 4.1]



burypromote

rafdesign reviewed on 13 Mar 2012
After reading the other reviews, I found myself in a similar situation...
Last Wednesday one of my hard drive in my HP Mediasmart was refusing access to its content. I took the hard drive and put it in my macpro. I downloaded the demo 5.0 and run it overnight. The following morning when I woke up it says that it was able to find files. So I ordered the software. I received an email immediately after my online purchase...Except they sent me an email with a serial for the version 4.1. Which didn't work! I decided to call as their website says 24 hours from Monday to Friday. An answering message said that it was closed for holidays! At this point I wondered if the company was legit, or some scam company like Mackeeper.
Afraid to lose all my precious family photos, I tried another software (NFTS -3G) which basically mounted the hard drive on my desktop, and immediately I could see all my files.
The next Friday I received an apology email from the company with a new serial number. I looked online and found their 30-days policy. I thought I would be able to get a refund since I wasn't able to use their software and the correct serial.
On Friday I was able to call a customer service which told me to simply email and ask for a RMA #. I have sent several emails and I had to wait 4 days for an answer. Their answer was telling me that they would easily refund me, but before that I will need to talk to their customer service.
After another call, they said to email... which I explained I already did. I could see myself in a loop between emails and phone calls.
I end up calling my bank to escalate this as a fraud. With the supervisor of the bank and me over the phone, we spoke for over 50 minutes... They basically won't listen and refuse and send me to a loop. They basically will not assume their 30-days policy. So now the claim is escalating within my bank.
In short... their customer service is awful. They don't honor their 30-days return policy, and keep playing with email and phone calls. Here is a copy of their email:
"I would like to inform you that refund is not an issue for us, our prime motive is to help you in any way.So I request you to kindly co-operate with us and take our technical support assistance. If they could not resolve your issue in that case I will refund the full amount.
Software is not meant for only one time recovery, it carries a lifetime license which would certainly help you in future along with that we provide unlimited technical support to all our valued customers.

Hoping for your kind co-operation.
Thanks,
Vinita Chauhan
Stellar Information Systems Limited"

In the end, I can't believe their practice. They failed to provide a service for such an emergency situation. I couldn't use their software and serial number. I didn't want to lose my honeymoon, wedding, son birth pictures. :(
So yes I am spending over 25 minutes to write a negative review, because they manage to not only disappoint me but to upset me too. THis is not the way to do business, Stellar Phoenix.

As for my future backups, I decided to buy a Synology NAS with Raid 5, and I will add an online backup as well, I learn my lesson.
[Version 4.1]


1 Reply

burypromote
+1

+1
rafdesign replied on 20 Mar 2012
Unfortunately your answer is omitting a few points.
-I just notice that your 30-days policy online was changed with the last few days! That was quick. I saved a PDF on my computer of the old one. You are not honoring your refund policy like it was stated.
-Your website didn't mention any holidays. I only learnt about it once the troubles started and I tried to call the 24 hours phone number. There was a message telling about the holidays. Your website mentions a US phone number as well as international numbers, it wasn't a holiday day in the US. I did knew that the US number was in India where the holidays was happening.
-You are distorting the real story: I didn't use your software because I decide to use another software (NTSF-3G) to resolve my urgent query. All I needed was to mount a NTSF drive on my Mac and I was able to read my files.
I think you are very dishonest, distorting the true and not ashamed to keep going. Your answer makes me look like all I wanted was to abuse your software and then immediately ask for a refund. I spend thousand of dollars for my business of design and animation.

The reason I am answering to this is because I don't want other customers to fall for your company. The money is not the problem. But to have receive such poorly customer service and to be treated like this is unacceptable and upsetting.

Maybe you'll learn maybe one day to deal with US customers: all you had to do was to refund after all the 45 minutes I tried to explain what really happened when I was on the phone with my bank refund department. I have escalated the situation with my bank and we'll see what happens.
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