Shadow Reviews (%countItem)
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Address: 67 E Evelyn Ave STE 7E, Mountain View, California, United States, 94041-1529
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Address: 67 E Evelyn Ave STE 7E, Mountain View, California, United States, 94041-1529
Add contact information for Shadow
Shadow charged me about *** since february and their service hasn't worked at all since then. Their customer service refuses to remedy the situation.
Shadow issued the following charges since February without providing any service
*** + *** tax for April
*** + *** tax for March
*** + *** tax for February
I've contacted their customer service several times and all they do is tell me that they've "restarted" the machine and close my ticket without resolving anything. The software continues to say "starting streaming" without actually starting. This is a vaporware scam and most of the company is from France which is notorious for creating scam software.
I want my money back.
In the course of Mr. subscribing to Shadow, he has submitted 4 tickets to Support. In his first ticket, submitted March 2020, Mr. acknowledged that the issue was caused by a third-party service and it was resolved within one business day.
An agent responded to his second ticket within 4 hours. The agent identified the problem and provided suggestions on how to resolve or prevent the issue in the future. We did not hear back from Mr. and he cancelled his subscription in April.
In his third ticket, submitted April 2020, the customer wrote in asking why he could not log in to the service after paying *** At this time, Shadow was offered on a preorder basis, meaning he would receive his first month's service at a later time. This was mentioned on our website and in an automated email. He also mentions he was unable to use the product for 1 - 2 months and was charged *** per month. Our Support team was not notified of any ongoing issues with his service, but we informed him his account would be available at a later time. We did not hear back from him after our response.
The last ticket, he used the phrase, "You will give me my money now or I will physically take my money back from one of your staff." We take physical threats from users very seriously, but we still responded to the request and provided assistance. We did not receive a response.
Throughout Mr. tickets, we verified the Support team responded in a timely manner, and Mr. had not informed us of any ongoing issues with the service. The costs he incurred and our services he received are in line with our Terms of Use.
Company advertises $12.99 a month (48% off) and the ability to play now and use the service. Wait times are currently 4+ weeks.
Repurchased service 02/29/2020 on established account.
I would like the company to stop falsely advertising the ability to "play now" and use the service immediately which is not possible yet still gaining the benefits of promoting the service at a reduced rate in the same ad and pages on their website.
When we know we are going to have an activation delay, we make this readily available on our website. We cannot ensure that the users will actually read it, but I will attach the messaging we have right on our shop page. (Here we state it takes up to 4 weeks to activate). We always try to overestimate the length of time that it takes for a user to wait. We do not say that activation is immediate.
(The consumer indicated he/she DID NOT accept the response from the business.)
Your main page right now says "Shadow Boost available now." It's not available now since that I what I am subscribed for and currently waiting on an activation.
The Shadow Boost was released on March 12. Any time before that, we had no mention of Boost being available "now."
We mention in numerous places that activation times can vary. If you order something online that is available "now", it still can take some time to get to you. That is the case with this product. Activation is not immediate and we spell that out very clearly in our ToS.
Shadow has the worst customer service no help with anything, bad product. I never signed up for a year commitment they want to charge me for.
Been a customer of shadows for almost a year in which time ive had almost a dozen attempts to try and recieve support with issues ive had. to never be helped with a single thing. Now im being to that I am part of a 1 year aggreement contract with shadow. that is not true I never signed up for such a thing. ive been dissatisfied with shadow since the beginning I would have never signed up for more than a subscription that I could cancel at any time. This company has no morals no costumer service and is trying to charge me for a service I do not want.
I have been trying to leave shadow since Jan 31st. i would like to be prorated for the remainder of febuarary for which i have not been using there service, and released from this aggreement i never made to keep paying. also id like them to admit they have to improve customer support. and not be able to scam people into commitments they never made.
The customer *** subscribed to Shadow on April 27th, 2019. At the time of subscribing, *** was offered two different subscription plans: $29.95 per month for 12-months, or $34.95 per month with no commitment.
***'s first invoice for Shadow states he chose the $29.95 subscription, which is described as a "VM commitment 12 USD". These invoices are also available from the customer's account page.
When *** subscribed to Shadow, he agreed to the Termination by You clause of our Terms of Use:
"If you decide to terminate your subscription, the Services and the corresponding payments will continue until the end of the then-current Subscription Period...."
Despite this clause, we allowed *** to cancel the subscription prematurely without penalty since he was not satisfied with the service.
The customer has contacted us regarding their subscription a total of 6 times since their subscription started on April 27th, 2019. Each time the customer contacted Support, the issue was either resolved or closed due to no response.
*** made their first request to cancel their subscription on February 6th, 2020. After discussing the terms of their subscription, we allowed them to cancel on February 17th and they will not be billed going forward.
(The consumer indicated he/she DID NOT accept the response from the business.)
I never aggreed to a 12 month commitment. never in any receipt I received, any email. no where have I ever seen any evidence oh a 12 month commitment. I asked Shadow to prove where I signed this commitment. they sent me a completely different receipt of payment. my receipts do no say 12 month commitment. the receipt they sent me to prove my commitment was not the receipt they had sent me in the past.
We have adequate proof of what our website looked like when MacKay subscribed. We did not send a "receipt" of his purchase, but rather what our website looked like when he did subscribe which clearly states that there are two options: a monthly plan or an annual plan.
Also, all customers agree to the terms of service that state clearly what kind of contract they are getting into. The fact of the matter is, even with an annual commitment that this user was signed up for, we allowed for him to exit his contract even though we were not obligated to do so.
(The consumer indicated he/she DID NOT accept the response from the business.)
I can prove they sent me a receipt. below is the link for the receipt they sent me to "prove" what they wanted to fake. ***
I can also prove that is not the receipt I was given upon signing up for a monthly subscription to shadow. given the chance I can upload an image of the original receipts. far different then what they sent me to say I signed up for this 12 month bs. this company has lied on many occasions. another being the proposed resolution here. sickening treatment of customers
I've been having issues non stop for 4 months now. No one will tell me what's going on or how to fix the problem.
Every time I go to use my system, it hangs in the launcher on "Starting Streaming." I have been told I did not wait long enough, I need to install an update, or I need to reach out to higher technical support. I have tried all of these things multiple times.
If these issues don't get addressed soon or someone doesn't reach out to me, I am going to be extremely upset.
This is literally the 30th documented time I've had issues in the last 4 months with my Shadow not starting or having the S:101 error. Nothing I do can resolve it except waiting for insane periods of time (on rare occasions). You guys need to get this figured out! This is not okay nor is this good customer service.
I'm not trying to be pushy, but this is the 30th time. You'd think someone would at least try to tell me what's going on with my system every time I try to boot up, and I mean literally every time I have to message support and have them work some form of magic that they won't tell me about to get it to work, and voi-la! It works.
I need to know why I'm paying $25-35 a month for something that I have to ask permission to use every single day I want to use it, sometimes multiple times a day. Again, no one has told me why this happens, I just get blamed for doing something wrong. I am a certified A+ Technician and networking certified technician. I know how to run and fix computers as well as diagnose nearly anything. This is not me. This is Shadow and Blade Group not listening and not caring.
Product_Or_Service: Shadow Annual Subscription
Order_Number: N/A
Account_Number: ***.
Billing Adjustment There are several things that need to happen for me not to escalate this further. 1. I need to be refunded the last 4 months worth or be credited this to my account. 2. Someone needs to contact me and explain why this has been happening. 3. I would like a statement apologizing for the horrible customer experience I've had over the last 4 months, and one for not resolving this issue or escalating it to the proper people.
Business supplied email: ***
Use this address for this or any future complaints, but nothing else
While it is true that the customer did write us many times (25 to be exact), all responses were quickly and promptly responded to. In addition, when the customer asked to get out of his annual contract in December, we obliged him immediately and also gave him a discount to do so. He accepted this offer to cancel and then he continued to use the service for 2 more months after that. (Enclosed is a screenshot of this interaction).
At no point was the customer "blamed" for doing something wrong; on the contrary, we worked every time to try to resolve the situation as quickly as possible.
Lastly, we have numerous email history of the customer acknowledging that we have solved his issue which is contrary to his complaint that we never did anything to help. Screenshots have been provided.
We have worked very hard to give the customer the best possible service and we fixed any problem he came to us with. As of January 2020, he has officially cancelled and will no longer receive any charges from us.
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue is not the individual cases, the issue is that this was never fully fixed despite being told multiple times that it was resolved. It was all temporary, never a complete fix. You can clearly see my frustration with the company considering I had to message in 25 times with the same or similar issues. The company is being untruthful about blaming my computer for the issue, or using an outdated launcher or something similar. The company also did not give me a discount to cancel my annual subscription. After that final interaction I never used the computer again since it was 100% unreliable. At this point I'll drop the issue completely if the company will stop trying to cover up the truth that there truly was something wrong with my machine which is evident by 25 support tickets. If it had been fixed permanently I would have had no need to keep contacting Shadow and Blade Group. If I am asked if an issue is resolved, and I test and it works, I say it is resolved. If the issue returns, then clearly it was only a bandaid for a much bigger issue, which the company never acknowledged. I have gigabit upload and download speed internet hardwired directly to my computer. I understand most customers do not have this negative of an experience. But the fact remains that I cancelled because of this issue and the lack of permanent solutions over a 4+ month period.
We have analyzed all tickets the user has sent, and 5 were about the same issue. The rest of the tickets were fixed and are independent of the other issue. Some of these 25 tickets that he wrote are simply questions or asking us to factory reset. I have attached an image of all the issues this user has had over the past year.
In many of his responses, the user is very appreciative and thankful for the support he received. This is because he was serviced quickly, politely, and effectively. There is no "cover up" to speak of and at no point was his computer or internet blamed for the issues. In addition we gave him 2 different discounts; once for $13 and once for $5.
I am not sure what the user is asking for if the one thing is him asking for some acknowledgement of a problem that he is convinced of. The user says it himself. "I understand most customers do not have this negative of an experience." If he believes this, then what cover up does he think we are doing?
I welcome any further discussion about this matter.