Retina-X Studios, LLC

Customer was required to check a box upon checkout that states "I agree my device must be jailbroken to function on iPhone or iPad". Customer then claims she had no notice. We offered a different solution or a refund. Customer states if refund is not issued she will file a Revdex.com complaint. We refunded...

the order and told her we never denied her refund. So then customer files complaint stating we refused refund even after we had already gave the refund.

Hi,Please Note*Retina-X Studios does not manufacture, distribute, or technically support the "Jailbreak Process"The customers issue is with the Jailbreak not with PhoneSheriff.Her complaint should be directed to the company she used to complete that task.Additionally, the customer stated
that the "Jailbreak" crashed her computer, a jailbreak is done on the iPhone itself not on a computer
A refund cannot be issued
At the point of purchase you provided your digital acceptance to
the terms, you could not move to the next screen to complete your purchase
without reading and checking each box, it will not let youWe require this to
make sure that the proposed customer is well aware of what is required prior to
purchase so they will not be mislead and spend money purchasing software that
they cannot useThe terms state:
PhoneSheriff (License)
[redacted]I have verified that the phone to be monitored is running a
compatible operating system.[redacted]
I agree to the PhoneSheriff Legal Requirements and Usage
Agreement.*
[redacted]I agree that it's my responsibility to jailbreak a
monitored iPhone prior to installation.[redacted]
ecause of the nature of monitoring software and digital downloads,
to prevent someone from purchasing PhoneSheriff, installing it, finding out
what they need to know, and then immediately requesting a refund, our refund
policy is very strict and refunds are only issued for defective software
Please See:http://www.phonesheriff.com/legal.html
Per company policy we only issue a refund if our technicians
have tried to get PhoneSheriff up and running on your under age child, or your
employees phone that you own, and their efforts have been unsuccessfulAt that
point then we would be more than happy to issue you a refund if the software
itself proves defective after troubleshooting has occurred by our support team
For that reason this is why there is a "Compatibility"
page posted on the web site, (http://www.phonesheriff.com/compatibility.html)
so that people who are thinking of purchasing the PhoneSheriff : software will
know exactly what smart phone operating systems are COMPATIBLE, how it
works, features, etc to help them decide and be sure that the software will
fulfill their needs BEFORE THEY PURCHASE A LICENSE!!!
On that page, viewable prior to purchase is stated:
[redacted] All iPhones MUST be jailbroken prior to installing
PhoneSheriffThis must be done by the customer before purchasing and
installing the softwarePlease see the Additional Requirements about
jailbreaking[redacted]
And
Additional Requirements
[redacted] Your iPhone MUST be jailbroken prior to installing
PhoneSheriffWe DO NOT PROVIDE SUPPORT for the jailbreaking processThis must
be done by the customerYou can search online for numerous sites with
tutorials that can assist you with this process, such as iClarified or Redmond
Pie[redacted]
REFUND POLICY
Please See:http://www.phonesheriff.com/legal.html
"As it pertains to jailbreaking an iPhone and/or iPad, Retina-X
Studios is not responsible for this process or assisting in this process as it
is not a Retina-X Studios product or serviceThe Compatibility page on this
website clearly outlines that all iPhones and/or iPads must be jailbroken prior
to installation and also, at the point of purchase, the customer agrees to this
requirementIt is the customer's responsibility to jailbreak their iPhone or
iPad on their own prior to purchasing the softwareRefunds will not be issued
to any customer who is either unable or unwilling to jailbreak their iPhone
and/or iPad
Best Regards,
[redacted]
Global Director of Support
Retina-X Studios® | Monitoring Software
http://www.retinax.com
http://www.mobile-spy.com www.sniperspy.com -----Original
Message-----

Hi,
We received the following feedback from our billing company [redacted]
Dear Partner,
Thank you for your e-mail
Please be informed that we agreed with the customer to
refund the amount through check at the address provided by himUsually it
takes up to business days for the check to be received by the customer
"From: [redacted]>
Sent: 2014-08-15:25:+
To: [redacted] Payment Services <[redacted]>
CC: Add Comments
Subject: Re: Refund details needed: [redacted] order
#[redacted] Ticket: [redacted] Can you just refund by mail (check) to:
Payable to:
[redacted]
Kind regards,
--
[redacted]
Chargeback Specialist
[redacted]

1024x
Hi. A refund cannot be issued for your situation
At the point of purchase you provided your digital
acceptance to the terms, you could not move to the next screen to complete your
purchase without reading and checking off each
box
We have thousands of concerned parents as customers
who jailbreak their under age children's iPhones in comfort because they want
to make sure that their children are using the phone in a responsible wayYour child's online and social safety is of much more value
than the time that it takes to jailbreak a phone
Although the policy is non negotiable as stated, to compromise the situation I offer the followingWe have software available that does not require a
jailbreakIt is called "PhoneSheriff Investigator 4.0"A refund
could be issued if you purchase that versionThat version only needs to be installed on your PC and you will need to have your under age child's apple ID and password to use itIt is about the same price as the regular PhoneSheriff that you already purchased.Once your purchase is completed and you receive the welcome
email, respond to my email with the reference number for your licence purchase
and a refund will be issued for PhoneSheriff
Please see the following for
details:http://www.phonesheriff.com/investigator.html
Best
Regards,
[redacted]
Global
Director of Support
Retina-X
Studios® | Monitoring Software

I am rejecting this response because:After purchasing the program I began reading the instructions to start using this program. In the instructions it states that the phone must be jail broke in order to use the program. It then gave two different company names in which to do so. I clicked on one of them because it was a direct link. The link that they had is what crashed my computer! How am I suppose to use this program! Had I known before hand I would not have purchased from their company! The number that is listed for "technical support" is a NONWORKING number!
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted]1, and find that this resolution is satisfactory to me. 
With regard to "my mobile spy" software, I still find it unacceptable and misleading that you claim support for "live screen" when you haven't supported it since SEVERAL iOSs removed from the latest, which is currently 8.1.1.  This, in addition to the fact that your website is misleading with regard to its ability to keylog, etc.
I also think it is ridiculous that I had to file a dispute with my credit card company and file a claim against your company with the Revdex.com before you provided me a refund, an idea which your chat "tech support" people vehemently rejected.
I will never do business with your company.
 
Regards,
 
[redacted]

HiA refund has been issued.Please allow up to  72 hours for the credit to appear back on your method of payment. Best Regards, [redacted]Global Director of Support Retina-X Studios® Monitoring Software

Complaint: [redacted]
I am rejecting this response because: I have not received any tracking info (or the check)
Regards,
[redacted]

Hi
A refund cannot
be issued
At
the
point of purchase you provided your digital signature acceptance to the
terms, you could not move to the next screen to complete your purchase
without reading and checking each boxWe require this to make sure that the
proposed customer is well aware of what is required prior to purchase so they
will not spend money purchasing software that they cannot useThe terms state:
Please See: https://secure.avangate.com/order/checkout.php?PRODS=4615513&QTY=1&CART=1&CARD=2...⇄ /> PhoneSheriff (License)
I have verified that the phone to be
monitored is running a compatible operating system.*
I agree to the Mobile Spy Legal Requirements and Usage
Agreement.*
I agree that it's my responsibility to jailbreak a monitored
iPhone prior to
installation.*
Because of the nature of the PhoneSheriff
digital download, to prevent someone from purchasing PhoneSheriff, installing it, finding out what they
need to know, and then immediately requesting a refund, our refund policy is
very strict and refunds are only issued for
defective softwareThe PhoneSheriff software is not defective; your issue
is with the jailbreak and that is not a product of Retina-X Studios
Per company policy we only issue a refund if our
technicians have tried to get PhoneSheriff up and running on your smart phone and their
efforts have been unsuccessful, at that point then we would be more than happy
to issue you a refund if the software itself proves defective after
troubleshooting has occurred by our support teamRefunds are not issued for a change of mindAll sales are
final!
Please See Legal Policies for PhoneSheriff: Please See- http://www.phonesheriff.com/legal.html
There is a "Compatibility" page posted on the web
site, (http://www.phonesheriff.com/compatibility.html)
so that people who are thinking of purchasing the PhoneSheriff: software will know exactly what smart phone operating systems are COMPATIBLE,
how it works, etc to help them decide and be sure that the software will
fulfill their needs before they purchase a license
The company even offers a day FREE trial that can be used prior to purchase, for the trial no name, billing
information or credit card is necessary
http://www.phonesheriff.com/trial.html
Refund Policy
Please see the following wherein is stated, you agreed to this
policy
http://www.phonesheriff.com/legal.html
"As it pertains to jailbreaking an iPhone and/or iPad,
Retina-X Studios is not responsible for this process or assisting in this
process as it is not a Retina-X Studios product or serviceThe Compatibility page on
this website clearly outlines that all iPhones and/or iPads must be jailbroken
prior to installation and also, at the point of purchase, the customer agrees
to this requirementIt is the customer's responsibility to jailbreak their
iPhone or iPad on their own prior to purchasing the softwareRefunds will not be issued to any customer who is either unable
or unwilling to jailbreak their iPhone and/or iPad."
Best Regards,
[redacted]
Global
Director of Support
Retina-X
Studios® | Monitoring
Software
http://www.retinax.com http://www.mobile-spy.com
www.sniperspy.com

Complaint: [redacted]
I am rejecting this response because:
I spoke to a woman that sounded to be of Indian decent so I don't appreciate being called a liar now. In addition as I said to Mr [redacted] they can check to see that my license was never launched. His note of allowing a customer to get what they need doesn't apply because I never activated my license. Fact is I couldn't activate it because my phone is not jail broken and I refuse to do it. They can check and see that the activation was never initiated so there was nothing to "take or steal" as they are outwardly claiming. I'm not looking to save $40 dollars by buying yet another license from a company that seemingly cares only about every dollar from a consumer. Since they are outwardly claiming things I will go on record as to say that I don't believe I will ever get a refund once I purchase the second license. Not the way this company operates. I vehemently reject their response and will keep going as long as I have to on this. I am already contacting other consumer websites about this issue in addition to Revdex.com. It's not the money now it's the principle of a bad company stealing from consumers!I'm only one voice but I'll continue my crusade.Regards,
[redacted]









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Hi.A refund has been issued.Please allow up to 72 hours for the credit to appear back on your method of payment. Craig Ivory ThompsonGlobal Director of SupportRetina-X Studios® | Monitoring Software

Roman","serif">
A refund can not be
issued
As stated on the
website, the software cannot be used to monitor anyone other than YOUR under
age child, or YOUR employee on a smart phone that YOU own and have access to
Prior to installing
the software on the phone that you own you must notify your under age child
that you are monitoring them
Mobile Spy is not
"spyware' it is monitoring softwareThat means an icon on the phone will
constantly notify the under age child that they are being monitored
That icon can not be
disable or removedYou agreed to these terms at the point of purchase
[redacted]It is stated IN
BOLD on the Mobile Spy HOME PAGE, the very first page that is seen upon
accessing the site[redacted]
[redacted]
What is Mobile Spy Smartphone Monitoring Software?Mobile Spy is the next generation of smartphone monitoring softwareDo you worry your child or employee is abusing their SMS or Internet privileges? Notify your child or employee they will be monitoredThen install the tamper-proof app directly onto the compatible smartphone you own and wish to monitor.Your child or employee will also be notified they are being monitored by device notifications and a tamper-proof icon
Because of the nature
of digital downloads, to prevent someone from purchasing Mobile Spy, installing
it, receiving logs information fast, and then immediately requesting a refund,
our refund policy is very strict and refunds are only issued for defective
software
Please
See:http://www.mobile-spy.com/legal.html
Per company policy we
only issue a refund if our technicians have tried to get Mobile Spy up and
running on your under age child, or your employees phone that you own, and
their efforts have been unsuccessfulAt that point then we would be more than
happy to issue you a refund if the software itself proves defective after
troubleshooting has occurred by our support team
For that reason this
is why there is a "Compatibility/Features" page posted on the web
site, (http://www.mobile-spy.com/compatibility.html) so that people who are
thinking of purchasing the Mobile Spy: software will know exactly what smart
phone operating systems are compatible,
THE FEATURES, how it works, etc to help them decide and be sure that the
software will fulfill their needs BEFORE THEY PURCHASE A LICENSE
At the point of
purchase you provided your digital signature acceptance to the terms and
company policy, you could not move on to the next screen to complete your
purchase without putting a check mark in each box.Please see #
Mobile Spy Basic Plan
1) I have verified
that the phone to be monitored is running a compatible operating system*
2) I agree to the
Mobile Spy Legal Requirements and User Legal Agreement*)
3) I agree that it's
my responsibility to jailbreak a monitored iPhone/iPad prior to installation*
The Legal Agreement
that you agreed to states..(Please see #and #3)
http://www.mobile-spy.com/user_legal_agreement.html
User Legal Agreement
It is a federal and
state offense to install surveillance software onto a phone which you do not
have proper authorization
We absolutely do not
condone the use of our software for illegal purposesIn order to purchase our
software you MUST agree to the following conditions
You acknowledge and
agree that you own the mobile phone you will install the software onto OR that
you have the expressed written consent of the owner to be an authorized
administrator of the phone and its users
(You agree that you
are monitoring your own underage child or your employee ONLYYou MUST notify
any individual that they are being monitored before monitoring can begin.)
(You agree that you
will inform any third party the device they are using has monitoring software
installed and that their usage is subject to monitoring.)
If you install our
software onto a phone which you do not own or have proper consent, we will
cooperate with law officials to the fullest extent possibleThis includes
turning over requested customer information, and any other purchase/product
related information
You agree that you
will check all local, state and federal laws to make sure you are complying
with all laws in your regionIt may be illegal in your region to monitor other
individuals on your own deviceYou will never monitor any adult
You agree to the
conditions in our EULA (End-User License Agreement)This includes the fact
that we are not liable for any type of damage, litigation, or legal
predicaments that may arise due to use or abuse of Mobile Spy or any other
product
© 2002-Retina-X
Studios, LLCAll rights reserved
Please see the refund
policy that you agreed to at the point of purchase wherein is stated in
part
http://www.mobile-spy.com/legal.html
"As it pertains to the program's icon,
the icon and notifications cannot be hidden or disabledThe program is not a
hidden program but instead a monitoring software meant for legitimate
monitoring by parents or employersRefunds will not be given regarding these
safeguards."
Best Regards
[redacted]
Global Director of Support
Retina-X Studios® |
Monitoring Software

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hi,
A refund has been issued for the renewal placed on August 15, 2014, 20:(GMT-05:00)
Any previous subscription has already expired and no refund will be issued
Please note* Although the customer alleges that the software had various, multiple issues, she never asked for a refund during
the first month subscription,and continued to use the software to the end of the license subscription
Best Regards
[redacted]
Global
Director of Support

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: This is a total lie, then why upon my checking out from the online site did the site even allow this to work. It should have showed the coupon as invalid. A TOTAL AND COMPLETE LIE. I want my money back!
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They were quick to respond  and I am completely satisfied. Please do what you can to let them know I appreciate there effort and will do business with them again. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Mr. [redacted],
As I had mentioned in my complaint I gave your company a chance with your [redacted] product, HOWEVER you only allow one computer to monitor the iPhone. Why don't you display the message between the other technical rep for the [redacted] application!!!??
I would also kindly invite the Revdex.com to go to your website to see how you "No Refund" claim is not as easy to see UNLESS you dig through your website to find it. Question to you Mr. [redacted], why don't you post "No Refunds!" on your landing page for all to see??
Again, I am kindly asking for a refund!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
During the purchase process I was never told that jail breaking my phone was a requirement. Had I seen this I wouldn't have purchased, which is the basis of my argument. I was told by their customer service person, a woman, that a refund would be issued full stop. I then got the note from the CR team (u see it below) stating that in order to give me a refund I need to buy another license first. Excuse me for my distrust but I have never had a company say buy another product first and we promise to reimburse you. It's just bad business on every level. They can choose to keep my money but I will make sure that this and any other consumer website knows about this company trying to extract every dollar from a consumer and misleading with their advertisements. Their response is 100% rejected by me.Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]