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Corel Corporation / very poor service resolution

1 Australia

Hello There.

I am writing in regard to the case number: 4710037, My name is [removed].

On March 21 I contacted support for my software wasnt downloading and loading onto my iMac. I gave all the information asked for etc, OS, purchase history, screenshots of the issue, etc.

On the 24th of March I was put into communication with 'attendant' who over the course of the next 2 weeks, again and again, he just sent me the same link. At one stage attendant sent me a link to the software TOAST with no explanation as to why, I assumed it was to load the links. When I ran the install I realised this needed software license codes etc, I again contacted attendant who apologised with a 'oh sorry I sent you the wrong link'. Following this I was again sent me the same link that he'd continued to send in the myriad of emails back and forth to solve this issue.

Eventually I went online to contact support trying in hope for another operative to help. I was told that my case was in review and they'd come back to me. I mentioned it wasnt being solved properly or efficiently, and that I would like to speak with someone to get this resolved. (my work relies on this software)

Eventually it was again attendant who came back to me to book a time for a call. attendant then cancelled this appointment as he'd realise he was in a 'meeting' - So another call was re-scheduled, following this and only just one day before the call, attendant emails to say ' Oh sorry I have just spoken with someone and it appears the reason for the software not to work is that you're running 10.13' -

This information was made apparent at the beginning of the issue being raised and it took 3.5 weeks to get that simple information to me? Why after so much time and sending the same 6 failed links does attendant then only ask someone for help?

As you can imagine, I am annoyed at the level of service, and frustrated that its taken weeks to come to this. The emails, the downloads, the AU to US time delays. Its been really frustrating.

I would like to be compensated with the upgrade to Corel 2018 as an apology for this nightmare that has effected my deadlines and work commitments.

Let me know if you require any more information?
I'd really appreciate someone who is able to help,

Apr 9, 2018

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