Wondershare – customer support failure

They say, that I often fly off the handle over situations, that are not worth the aggravation. Correct.

Family, aquaintances and co-workers do know: I am straight forward and fair, I do voice criticism but praise just as much – wherever applicable. Also correct.

So today I report on an experience with the (chinese) outfit Wondershare, manufacturer of differing software – in my case the software “Filmora”. I purchased a (fairly inexpensive) license in 2016 through a distributor – the software proved sufficient for my purposes. This is not Apple Final Cut or Adobe Premiere, but – again – sufficient for my purposes. I already distanced myself from Apple products collectively in 2013 – but that’s another story.

I ordered a Windows Licence and got a Mac Version. Shit happens, 2016 I called the distributor, got help and could duly register my Windows version. Now I am amidst a hardware move. Nothing extraordinary – Windows 10 for Windows 10. I install my software piece by piece and get stuck with Filmora, since I only have the Apple key from the billing / docs off the original purchase. So I call the distributor.

Well, they don’t really see any way to help, too long ago, old version and they don’t have a real business contact with Wondershare anymore – o.k. So I try the support link on the Wondershare website. In German at first – but it becomes clear in short order, that my contact has no knowledge of the german language – the first response arrives in english. Not a problem, I reiterate in the language of choice.

6 eMails later I explain AGAIN, how I ended up with a Windows licence (original bill attached) and ask kindly for a code to reinstall the product.

So I receive a link for the Windows program installation, but the support representative refuses to help me with the installation code.
I am made to understand, that this is not their problem (but a problem of the distributor) and I should purchase a license if I wanted to use the product.

Now I ask, what reasons I would have to scrooge them out of a license? I have a licensed installation! What could possibly be the reasoning, to piss a customer off like that?

It took a lot of effort, but I “moved” my installation by copying folders and registry entries. My prior mails with this “support” were friendly, the last mail an announcement of a consequence. Appropriate evaluations on social media.

I also send a short note to Tobee Wu via FB – realistically I do not expect him to give a shit either.

Hindsight is usually 20-20 vision, but if I look at social media comments, my experience is not unique.

So: Hands off of this company and their products.