Consumer Risk with No Refunds - Harmonic Subtones, a Munich based developer team says no refunds even though software does not perform.
When a composer or artist decides to buy a virtual instrument or recording software they take a big risk if the company cannot back up their software to work. In the case of composer Brad Morehouse who bought the software Emotional Cello from HARMONIC SUBTONES sold at Sweetwater music who spent weeks trying to make it play correct notes.
Evidently, there are no refunds with some companies like Native instruments. Big or small print in the terms and conditions with some companies it says no refunds and this is a risk that especially starving artists cannot afford. Retail stores such as Guitar Center or Sweetwater Sound also has a major role in this problem. They should NOT sell products that are high risk for the customer.
Internet Deputy has interviewed one company who says they will guarantee their product to work or you will get a full refund where other companies say "No refunds" and they are not responsible if it is compatible or not with your current software system.
Native instruments would not respond to any support requests when Brad Morehouse asked them why wrong notes would play 15% of the time. According to Mr. Morehouse he cannot use the software and has lost $259.00. Even though there was no physical products to return but just a digital download? How can the consumer be protected from faulty software? Or even companies who will not respond to support tickets?
The big question is why can't companies put their name behind their products? There is no loss as there is no physical products being restocked or repacked. Companies put their burden on the customer to know whether or not their software is compatible yet nine times out of ten won't list compatibility issues and if your software fails to work then you're out the money.
Internet Deputy is at a loss on a solid solution for this problem other than making a list of companies who are high risk to do business with.
What are the options for the customer? Call your bank and do a charge back if you hit a wall.