I purchased PureRaw in late June, downloaded it and installed to find out the program would not launch. Redownloaded with same results. Opened a ticket and ran some diagnostics that I was sent and sent the resulting file back to email address I was given. After that nothing no communication at all. Opened another ticket and was told “We are working hard to find a solution, but as this is a complicated issue, we do not know when it will be solved quite yet.” That was July26th and not a word since. So how do I go about getting a refund?
I am rather surprised they have not offered you one. I would go to Support.
they used to be on the ball… something has changed maybe the accountants had ‘bright’ ideas
Support here has been quieter too, Constie.
I did contact them and so far its been quiet. I like their products, at least the ones I use and really never had issues until now. If something happens I will update.
Update- Still not a word from DXO about a resolution to PureRaw not launching or any offer of a refund for the program I purchased in late June. Do they have any kind of customer support? At all? How do I get my money back?
It would be very unfortunate if you were forced to initiate a refund for goods not as advertised via your payment provider, credit card or Paypal. I’m astonished DxO is putting customers in this position.
I received an email this morning with refund information. Hopefully it will go smooth. It’s should not be this hard but it should be over.
That’s great. All’s well which ends well. Photolab and Silver Efex are such wonderful software, it would be awful if business practices were to be a barrier to photographers enjoying these tools. Some people have really liked PureRaw though it has no useful place in my mostly Photolab workflow.