Retina-X Studios, LLC

Hi. A refund cannot be issued.
 
1)” We initially installed [redacted] thinking that it was a product that would be the solution to our problem, In order to install the product we needed to Jailbreak the software on the iPhone. What we did not know is that not all versions of IOS can be...

Jail broken.”
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 box, it will not allow you to. We 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 use. The terms state:
Please See: [redacted] (License)
[redacted]I have verified that the phone to be monitored is running a compatible operating system.*
I agree to the [redacted] Requirements and Usage Agreement.*
[redacted]I agree that it’s my responsibility to jailbreak a monitored iPhone prior to installation.[redacted]
Because of the nature of the [redacted] digital download/monitoring software, to prevent someone from purchasing [redacted], installing it, finding out logs information real fast(you purchased the software on Apr 16, 2015), and then immediately requesting a refund, our refund policy is very strict and refunds are only issued for defective software.
Per company policy we only issue a refund if our technicians have tried to get [redacted] 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 team. Refunds are not issued for a change of mind. All sales are final!
Please See Legal Policies for [redacted]: Please See- [redacted]
 
There is a "Compatibility" page posted on the web site, ([redacted]) so that people who are thinking of purchasing the [redacted]: software will know exactly what smart phone operating systems are COMPATIBLE, how it works, conditions of the JAILBREAK, etc to help them decide and be sure that the software will fulfill their needs BEFORE THEY PURCHASE A LICENSE.
 
[redacted]NOTE* All iPhone users visit the compatibility page to see if their iPhone is running a compatible OS as it pertains to the jailbreak.
On that page viewable prior to purchase is stated:
[redacted] All iPhones, iPads and iPods MUST be jailbroken prior to installing [redacted]. You cannot download or install [redacted] if the iPhone is not jailbroken. [redacted] And
JAILBREAKING NOTICE: All iPhones, iPads and iPods MUST be jailbroken prior to installing [redacted]. You cannot download or install [redacted] if the device is not jailbroken. Additional Requirements Your iPhone, iPad or iPod MUST be jailbroken prior to installing [redacted]. You cannot download or install [redacted] if the iPhone is not jailbroken. We DO NOT PROVIDE SUPPORT for the jailbreaking process. This must be done by the customer. You can search online for numerous sites with tutorials that can assist you with this process, such as iClarified or Redmond Pie.
Refund Policy Please see the following wherein is stated, you agreed to this policy.
[redacted]
 
“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 service. The Compatibility page on this web site 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 requirement. It is the customer's responsibility to jailbreak their iPhone or iPad on their own prior to purchasing the software. Refunds will not be issued to any customer who is either unable or unwilling to jailbreak their iPhone and/or iPad.
Also, refunds will not be given for any incompatibility issues. Incompatibility situations would include:
The phone to be monitored is running an operating system version that is not supported outlined on this web site's Compatibility page. A customer chooses (at their own discretion) to upgrade the phone they wish to monitor and the new desired phone to be monitored is running an operating system version that is not supported outlined on this web site's Compatibility page. The customer's underage child / employee upgrades the operating system version on their phone (irrespective to the owner's wishes) to an operating system version that is not supported outlined on this web site's Compatibility page.
The Compatibility page in this web site outlines all of the compatible operating systems and versions the program supports so that proposed customers thinking of purchasing [redacted] will know which phone models and operating system versions are compatible prior to purchase. ”
Please Note[redacted] is not a packaged, sealed piece of software purchased in a retail store that you can simply return at will, it is a digital download and once the registration code is received by the customer, the company has no way of knowing if the software was installed or not.
For that reason we provide comprehensive information on the website."
 
2) “When asking for a refund the support rep said they could not give us a refund but would gave us a licenses for [redacted]. The told me that the software did not require software to be installed on the iPhone and could be monitored from a any PC. What they did not tell me is that you can on put the monitoring software on one workstation only.”
Please See:[redacted] was offered to the customer not as a required resolution but as a courtesy because a refund could not be offered for [redacted].
Please note that nowhere in the customer’s complaint is there a claim that [redacted] is not functioning properly; the complaint is that it can only be installed on “ONE COMPUTER”
Mention of the software on the [redacted] website is in SINGULAR terminology…”Computer” not multiple.
Please see the HOME page: [redacted]
“Software Requirements:Any Windows-based Computer”
As with most computer based software purchased today from other company’s it is very common that the software is usable “per license” to use it on additional computers a license for those computers must be purchased.
 
3) “The service representatives where EXTREMLY RUDE !!!!! This company is suppose to be developing software to help families, however it turns out that this company is out to take advantage of families!”
 
The software support specialist was in no way RUDE as the customer states. As a matter of fact the agent was very polite and offered the customer a solution.
PLEASE SEE THE CHAT TRANSCRIPT BELOW
Best Regards,
[redacted] Retina-X Studios® |[redacted]
 
 
Chat started on Thursday, April 16, 2015 10:02:13 PM
 
(10:02:13 PM) [redacted]: I would like to receive a refund. I was not aware that I had to Jailbreak the ios software and to make matters worse you can not Jailbreak ios 8.3. Please instruct me how to receive a refund
(10:02:13 PM) [redacted] has joined the chat [redacted]
(10:02:28 PM) [redacted] has joined the chat [redacted]
(10:02:33 PM) [redacted]: Hi there, I'm [redacted]. Please give me a moment and I will be right with you.
(10:02:47 PM) [redacted]: May I please have your order number, and the email id with which you made the purchase?
(10:03:15 PM) [redacted] purchas
(10:03:32 PM) [redacted]: Where do I find the email ID?
(10:04:22 PM) [redacted]: For security reasons, please verify the last 4 digits of the credit card on file that was used to purchase the software license.
(10:04:51 PM) [redacted]
(10:04:59 PM) [redacted]: Please give me a moment while I look up your account information
(10:07:22 PM) [redacted]: Thanks for your patience !!
(10:07:29 PM) [redacted]: This is to inform you that Refund can not be issued, As it is clearly mentioned on the website that All iPhones MUST be jailbroken prior to installing [redacted]. This must be done by the customer before purchasing and installing the software.
You also can check it on your end at [redacted]
(10:09:41 PM) [redacted]: Are you there on chat?
(10:09:44 PM) [redacted]: WOW....You guys are crooks! I will be sure to create a worm to go through out the web to let people know what kind of company you are!
(10:10:22 PM) [redacted], we understand your frustration.
(10:10:34 PM) [redacted]: Then refund my money!
(10:10:47 PM) [redacted]: We can replace your [redacted]  purchase with our [redacted]. it will work on a phone without requiring a jailbreak.
(10:11:52 PM) [redacted]: Refund can not be issued as per our policies, We can replace your [redacted] purchase with our [redacted]. it will work on a phone without requiring a jailbreak.
(10:13:12 PM) [redacted]: The cost of the software is $89, the cost of [redacted] was $139
(10:15:02 PM) [redacted]: It also is showing that it only compatible with ios8.2.
(10:15:16 PM) [redacted]: We can not issue refund as per our policies, However in your case, I just can replace your [redacted] purchase with [redacted].
(10:15:43 PM) [redacted]: As it clearly mentioned on our website that All iPhones MUST be jailbroken prior to installing [redacted]. This must be done by the customer before purchasing and installing the software.
You also can check it on your end at [redacted]
(10:16:25 PM) [redacted] is compatible with all ios devices without requiring a jailbreak.
(10:17:03 PM) [redacted]: How do I go about getting [redacted]
(10:18:21 PM) [redacted] & [redacted] both are different software.
(10:19:14 PM) [redacted] requires jailbreak to install the software on an ios device.
(10:20:17 PM) [redacted]: I am offering you [redacted].it will work on a phone without requiring a jailbreak.
(10:21:03 PM) [redacted]: Ok, how do I go about getting it?
(10:21:38 PM) [redacted]: First let me know have you created [redacted]'s web account?
(10:21:46 PM) [redacted]: yes
(10:22:09 PM) [redacted]: Please provide me the email address by which you made the web account of the [redacted].
(10:22:26 PM) [redacted]
(10:22:38 PM) [redacted]: Kindly allow me a moment
(10:26:16 PM) [redacted]: Thanks for your patience !!
(10:27:04 PM) [redacted]: I have cancelled your [redacted]'s account & provided you new licence key for [redacted].
(10:27:46 PM) [redacted]: Kindly check your emails, I have sent you licence key on your registered email address with us.
(10:27:56 PM) [redacted]: & let me confirm.
(10:29:20 PM) [redacted]: Are you there on chat?
(10:29:25 PM) [redacted]: Yes
(10:29:45 PM) [redacted]: Please let me know, Have you checked your emails?
(10:30:03 PM) [redacted]: Can you verify the chillds activity on another iPhone?
(10:30:18 PM) [redacted]: Yes...I have the licenses...Thanks
(10:31:38 PM) [redacted]: You can monitor multiple ios devices with [redacted] using same [redacted] & password.
(10:32:37 PM) [redacted]: You do not need to download or install anything to your child's device. You will only need to make sure the automatic [redacted] backup is turned on and associated with your [redacted]. Your [redacted] account's email address will receive a notification when you use the software
(10:33:31 PM) [redacted]: Can I setup a separate [redacted] so that the rest of the devices are not monitored?
(10:33:48 PM) [redacted]: I have 7-Devices under one [redacted]
(10:34:41 PM) [redacted]: The ios device which you want to monitor, You must have the [redacted] & password of the device to monitor it.
(10:35:53 PM) [redacted]: I'm Confused...So the [redacted] that my other 7-devices are using will be monitored as well?
(10:36:37 PM) [redacted]: No,Once you install the software on your Windows based system, You will be shown all the devices which are connected to the [redacted].
(10:36:49 PM) [redacted]: There you can select one which you want to monitor.
(10:37:34 PM) [redacted]: Can I setup a dedicated [redacted] just for the one phone I want to monitor?
(10:38:24 PM) [redacted]: Yes, You can configure a new [redacted] account on the device, Which you want to monitor.
(10:39:27 PM) [redacted]: Are you there on chat?
(10:40:49 PM) [redacted]: yes
(10:40:56 PM) [redacted]: Is there anything else that I can assist you with today ?
(10:41:38 PM) [redacted]: Do you have to have a dedicated [redacted] account setup on the device in order for it to work?
(10:43:39 PM) [redacted]: The ios device, You want to monitor, You must have the access to the [redacted] & password.
(10:43:59 PM) [redacted]: ok...
(10:44:20 PM) [redacted]: Yes
(10:44:24 PM) [redacted]: Is there anything else that I can assist you with today ?
(10:45:25 PM) [redacted]: Are you there on chat?
(10:45:56 PM) [redacted] has left [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.  Just to clarify they did not clearly communicate that they would be refunding me.  If they had I would not have spent the time submitting a complaint to the Revdex.com.  
Regards,
[redacted]

Hi.Per your request a 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 SupportRetina-X Studios Monitoring Software

Complaint: [redacted]
I am rejecting this response because:
[redacted] has not responded to emails, calls & their online help area. I also want to state that Retina-X [redacted] has been nothing but superb. My CSR issues were with [redacted], who ignored my issues for help/refund for days. All I want is an answer on how/when I will be refunded. It is now 7 days since I paid & 6 since I asked to be refunded & I still have no answer/movement.
Regards,
[redacted]

Here is our response for complaint [redacted]: Although the terms were clearly outlined upon purchase, customer was refunded in full on August 9th, 2016. Thanks,[redacted]

Hi.The customer has been refunded.Additionally no where on the website does it state that the software will work with ALL iPhone 6.Customer's Statement of the Problem:
Site states that the product is valid and works with an existing
operating systemit also states that it works with all iPhone
That
is not the case, as all iPhone need to be upgraded to the new
operating system that does not wirk with the software soldContacted
customer service- all via email as they don't provide customer support
and I was told TOO BAD- GOOD LUCK
At the point of purchase the customer provided her digital signature
logged by her IP address accepting the termsShe could not move to the next
screen to complete her purchase without reading and checking off each box it
will not allow you to
[redacted]Note[redacted]We require this to make sure that the proposed
customer is well aware of what is required including "COMPATIBILITY"
prior to purchase so they will not spend money purchasing software that they
cannot use
PLEASE SEE-#
The terms state: Please See: [redacted]
PhoneSheriff (License)
1) [redacted]I have verified that the
phone to be monitored is running a compatible operating system
2) I agree to the PhoneSheriff Legal Requirements and Usage
Agreement.*
3) [redacted]I agree that it's my responsibility to jailbreak a
monitored iPhone prior to installation.[redacted]
There is a "Compatibility" page posted on the web
site, [redacted] so that people who are thinking of purchasing the PhoneSheriff software will
know exactly what smart phones are COMPATIBLE, how it works, THE JAILBREAK
requirement, etc to help them decide and be sure that the software will fulfill
their needs [redacted]BEFORE THEY PURCHASE A LICENSE.[redacted]
Note* All proposed customers MUST view the
compatibility page so that they can find out if the iOS on their iPhone is
compatible with the PhoneSheriff software
On that page under "iPhone" VIEWABLE PRIOR TO PURCHASE is
stated in BOLD at the top.>
[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] Please note that PhoneSheriff is NOT yet compatible
with iOS and aboveTo monitor your child while using and above
NOW, visit PhoneSheriff Investigator
REFUND POLICY
Please See: [redacted]
"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 software
Refunds will not be issued to any customer who is either unable or unwilling to
jailbreak their iPhone and/or iPad
Also, refunds will not be given for any incompatibility
issuesIncompatibility situations would include:
1) The device to be monitored is running an operating system
version that is not supported outlined on this website's Compatibility page
2) A customer chooses (at their own discretion) to upgrade
the device they wish to monitor and the new desired device to be monitored is
running an operating system version that is not supported outlined on this
website's Compatibility page
3) The customer's underage child / employee upgrades the
operating system version on the device (irrespective to the owner's wishes) to
an operating system version that is not supported outlined on this website's
Compatibility page
The Compatibility page in this website outlines all of the
compatible operating systems and versions the program supports so that proposed
customers thinking of purchasing the PhoneSheriff software will know which
device models and operating system versions are compatible prior to
purchase."
On the compatibility page under iPhone viewable PRIOR TO
PURCHASE is stated in BOLD
[redacted] Please note that
PhoneSheriff is NOT yet compatible with iOS and above
PhoneSheriff is
currently compatible with the following Apple iPhone OS version(s):
Best Regards,
[redacted]
Global Director of Support
Retina-X Studios® | Monitoring Software

Complaint: [redacted]
I am rejecting this response because: my phone obviously not supported by this software, so it does not have full functionality. But because I am not an expert at this, this company still will keep my money even though it does not work on my phone which they clearly state that it is not supported. Therefore, a full refund should be given. What a total form of deception!!!!This firm has several complaints filed against them. In addition, I have contacted the [redacted]'s office about this type of business dealing being done to consumers. So if your phone does not work and you make a mistake they just keep your money????I want my money back, what a total rip off. Total and complete deception and taking total advantage of people.
Regards,
[redacted]

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]

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,
An email address for the [redacted] agent was provided in my last email, please contact them with any questions about your refund
I can not assist you any further
Best Regards,
[redacted]
Retina-X Studios® | Monitoring Software
[redacted]

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

Company's response below:Hi [redacted], My apologies, I had been out of the office last week and until yesterday. Here is our response: Although the terms the customer agreed to upon purchase stated all of the items in the complaint, the customer was given a full refund on August 9,...

2016. Thanks,[redacted]  [redacted]Retina-X Studios® | [redacted]

Hi,
The customer writes:
"After purchasing the
program I began reading the instructions to start using this programIn the
instructions it states that the phone must be jail broke in order to use the
program."
Answer-
As stated and shown in my previous response, the customer was
notified several times including at the point of purchase that in order to use
the software the iPhone had to be jailbrokenShe provided her digital
signature accepting that fact
The
customer writes:
"It
then gave two different company names in which to do soI clicked on one of
them because it was a direct linkThe link that they had is what crashed my
computer!"
Answer-
Retina-X Studios is not responsible for website links maintained by
another company causing any alleged issues
Please see the bottom of the following page under "iPhone" which shows a direct link to a company called "iClarified"
that provides a jailbreakThis is the link that the customer is speaking of
I have tried the link, several hundred customers have also tried it successfully
http://www.mobile-spy.com/compatibility.html
The customer writes:
"How
am I suppose to use this program!"
Answer-
iClarified is not the only company that provides instructions on how
to jailbreak your phoneIf you Google "How
to jailbreak an iPhone"
it is only one example of many companies that can assist you with
that process
The
customer writes:
"The
number that is listed for "technical support" is a NONWORKING number!"
Answer-
As stated on the website, Retina-X Studios does not offer any type
of phone support or customer service via phoneIt is offered only by support
ticket, and through 24/live chat
Please
See: www.mobile-spy.com/support.html
Best
Regards,
[redacted]n
Global
Director of Support
Retina-X
Studios® | Monitoring Software

Complaint: [redacted]
I am rejecting this response because: Why do you assume I haven't contacted them? I asked for a tracking number several times. After being ignored by the first CSR I dealt with for days, I don't consider the case closed with "the check is in the mail". It is your company & your payment processor & you should be the one contacting them regarding closure ... not a customer that bought your product in good faith. The complaint is not closed until I get the refund. 
Regards,
[redacted]

As stated on the website the [redacted] software can only be
used to monitor the account holders under age child, or their employee on a[redacted] phone that they own
On the website is stated that in order to install the
software to use the software to monitor "your under age child" or ‘your employees[redacted] phone that you own,' the phone is required to have internet access on it
throughout the duration of the license period
As the description of
how the software functions states
the
software works via the internet access on the phone to retrieve logs
informationwithout the internet no logs will be received
The month [redacted] Spy license was purchased on Apr 11,
22:51, it expires Apr 11,
On May 21, , 14:the customer called our support
center requesting technical supportThe note on her account from that call
states:
"Mrs [redacted] is unable to see sms logs or gps locations from [redacted]. I advised her to uninstall and to reinstall[redacted] Spy onto the child,
or employees phoneAfter further
investigation Mrs [redacted] admits blocking Internet
access to device, this is causing problems with [redacted] Spy monitoring her phoneExplained to her that[redacted] Spy
needs the internet on the phone as a constant or logs will not be received
properly until internet is restoredby [redacted]"
On Dec 2:PM, months after
the license period began the customer contacted our chat support online requesting
a refundShe never requested a refund prior to that date
See the chat transcript below
Chat started on Saturday, December
06, 2:00:PM
(2:00:PM) [redacted] Visitor
has joined the chat [redacted]
(2:00:PM) Visitor is now
known as [redacted]
(2:00:PM) Visitor has
changed their email address to [redacted]
(2:00:PM) Visitor 26876187: I would like a full refund of any and all
monies spent on trying your product
(2:00:PM) [redacted] has joined the
chat [redacted]
(2:00:PM) [redacted]: Hi there, I'm
[redacted]Please give me a moment to go over your question
(2:01:PM) [redacted]: May I please have
your order number, and the email id with which you made the purchase?
(2:02:PM) [redacted]: The order
number is: 26388298 The email id is: [redacted]
(2:03:PM) [redacted]: Please give me a
moment while I look up your account information
(2:05:PM) [redacted]: Which platform is
the device that you are monitoring? Android, iPhone, etc
(2:06:PM) [redacted]: iphone 4s
(it only worked for a couple of weeks in April)
(2:06:PM) [redacted]: Do you have
access to your child/employee's smart phone at this time?
(2:06:PM) [redacted]: No
(2:07:PM) [redacted]: I do not
care to analyze or fix it at this time.
I would simply like a refund.
Thank you
(2:09:PM) [redacted]: Sorry according to our refund policies, refund is only
possible if you face any technical error
from our side which can't be fixed
(2:09:PM) [redacted]: So please
co-operate with us
(2:10:PM) [redacted]: Tried that
already. It did not work. If you check your records, the person who tried to help me was [redacted]
(2:11:PM) [redacted]: Its
clearly stated from the previous agent that you have blocked internet access
from the monitored device So that was causing the problem
(2:11:PM) [redacted]: We unblocked
the internet service
(2:11:PM) [redacted]: That was the case
about that time, so we will troubleshoot it this time , don't worry
(2:13:PM) [redacted]: Please wait , let
me check the previous comments
(2:16:PM) [redacted]: Thank
you. It is nice to have your help
(2:21:PM) [redacted]: Are you
still there?
(2:25:PM) [redacted]: Hello, [redacted]?
(2:PM) [redacted]: Please
respond if you are there
(2:29:PM) [redacted]: This
conversation has been going on for a half hour
(2:33:PM) [redacted] has left
[redacted]
The issue that
the customer was experiencing was not a defect of the Mobile Spy software;
it was an attribute of the internet on the phone being disabled
Because of the
nature of digital downloads, to prevent someone from purchasing [redacted] Spy,
finding out what they need to know, and then requesting a refund, our refund
policy is very strict and refunds are only issued for defective software
(Please See Legal
Policies for Mobile Spy: [redacted]
The year license
subscription amount is $the license expires on Apr 11,
A prorated refund for
the remaining months has been issued in the amount of $
Best
Regards,
[redacted]
Retina-X
Studios® | Monitoring Software
http://[redacted]

A refund has been issued.Please allow up to 48 hours for the credit to appear back on your method of payment.Additionally, no .99 charge appears on the former customers account.We are a technical support center please contact the billing company with regard to that matter. [redacted]...

[redacted]            [redacted] [redacted]             [redacted]              [redacted] [redacted]

Complaint: [redacted]
I am rejecting this response because: In no way did I or would I EVER agree to an auto renew option for a test run on any product.  Unfortunately  they cannot provide that documentation either way.  This is bad business ethics. I emailed three days after the amount was withdrawn from my bank 11/4 and I am just now getting a response . Either the company has that many complaints or they were waiting to see if I would just go away. 
Regards,
[redacted]











2/19/2015






Complaint

I purchased this product and was led to believe that there was no need to jail break my phone to use. After repeated attempts to get an immediate refund I was told that I needed to buy their product that did not require jail breaking the phone first before being issued a refund. [redacted] of...

the [redacted] has been extremely rude and clearly this company is about taking a consumers money first. I would never go ahead and purchase yet another product when a company tells me to buy a second license before refunding the first. It's just bad business all the way around. I was told by Mr [redacted] that when I purchased I had to click that I understood the phone needed jail breaking. That is an absolute and utter fabrication. The moment I would've seen that during my purchase I would have canceled.







Desired Resolution

I would just like my money back for a product that was clearly misrepresented.

Consumer Business Dialog

[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]

In 8 months she never requested a refund so obviou[redacted] it was working.She basically is requesting an 8 month FREE trial, which we do not offer. It would not take "8 Months" for the customer to figure out that the software was not functioning up to her expectations.The issue that
the customer was experiencing was not a defect of the [redacted] Spy software;
it was an attribute of the internet on the phone being disabled.
 Because of the
nature of digital downloads, to prevent someone from purchasing [redacted] Spy,
finding out what they need to know, and then requesting a refund, our refund
policy is very strict and refunds are only issued for defective software
 (Please See Legal
Policies for Mobile Spy:  [redacted] "You expres[redacted] acknowledge and agree that use of the Software is at
your sole risk. Except for the limited ninety (90) day warranty on the
media set forth below. It is the user's responsibility to stop programs
which might block [redacted] Spy on the phone, should this situation arise.
Due to the fact that the software is a digital good and registration
information can not be reclaimed, we do not give refunds for simply
changing your mind. All sales are final. License period starts at time
of purchase. Logs older than thirty days are subject to automatic
deletion.
REX warrants to the original consumer purchaser that the
digital media furnished in this product will be free from defects in
materials and workmanship under normal use for a period of ninety (90)
days from the date of purchase (as evidenced by your receipt). If the
digital media furnished in this product proves to be defective, and
provided that the original consumer purchaser returns the media to REX
in accordance with the instructions in this paragraph, REX will replace
the defective digital media free of charge to the consumer purchaser, if
the digital media proves to be defective within the ninety (90) day
period following the date of purchase"
 The year license
subscription amount is $99.97 the license expires on Apr 11, 2015
 
A prorated refund for
the remaining 4 months has been issued in the amount of $33.32
 
Best
Regards,
[redacted]            
[redacted]
Retina-X
Studios® | Monitoring Software
http://[redacted]