JAXx
aka Stephen
Premium
join:2000-03-31
New York, NY
 ·VOIPo
 ·Time Warner Cable
·RoadRunner Cable
| Boomerang software (Extendia AVK AV) Refund Policy
I finally got a final response re: Boomerang software's refund policy (there is none, they sell their software "as-is"). Note I have scoured their site and can find no mention of this policy.
"Unfortunately, all of our download products are sold as is on a non-refundable basis. Download products are too easily copied to realistically enable us to offer product returns and/or refunds. I apologize if the product did not meet your expectations; and that you wanted to return it. If you would like to try installing some of the other programs that you downloaded, our tech support department will be happy to assist you."
Best wishes,
Thomas Keydel
Customer Care Consultant
Boomerang Software
----------
As I explained to Thomas, my CC company has already granted me a refund. His company can fight that refund if they wish, but now its up to them to fight my credit, not for me to fight for it. |
|
markwp2001
Spreadhead
Premium
join:2002-05-25
Long Beach, MS | Re: Boomerang software (Extendia AVK AV) Refund Po
Why did you want to return it? |
|
rgillis70
Premium
join:2002-12-30
Herndon, VA
1 edit | It deleted a whole email folder from Jaxx computer when one email was infected. See previous locked thread for info:
»AVK removing my eudora mailboxes
Edit for spelling |
|
JAXx
aka Stephen
Premium
join:2000-03-31
New York, NY | rgillis thanks for explaining. To be more exact, it removed numerous mailbox folders and several 1000 archived emails because of a few suspect viruses. |
|
markwp2001
Spreadhead
Premium
join:2002-05-25
Long Beach, MS | Wow, quite a problem. |
|
Guest702
| reply to JAXx
Re: Boomerang software (Extendia AVK AV) Refund Policy
Jaxx,
I you used a Mastercard or Visa to buy the software, you have chargeback rights. In online and mail-order purchases, billing disputes favor the customer.
Merchants have to state they do not offer refunds somewhere during the purchase process. So take some screenshots of the purchase process (use Hypersnap demo) from homepage to the last page before you submit your order.
Fill out the form on the back of your CC statement, I'd say check the box that says product doesn't work as performed. Write up a little letter explaining situation and send everything in. |
|
seqrets
Premium
join:2001-05-03
Nederland, TX
clubs:
·RoadRunner Cable
| reply to JAXx
quote:
and several 1000 archived emails because of a few suspect viruses.
No offense but, it sounds like it did what it was supposed to do! Did you read through the manual and have it configuired properly? |
|
ElJay
join:2004-03-17
 ·Great Works Internet
| reply to JAXx
Re: Boomerang software (Extendia AVK AV) Refund Po
said by JAXx  :
As I explained to Thomas, my CC company has already granted me a refund. His company can fight that refund if they wish, but now its up to them to fight my credit, not for me to fight for it.
It's strange that he didn't just refund you the money, because now they'll probably be stung with a charge-back fee. |
|
Kobra007_
join:2004-06-20
Longwood, FL
3 edits | So your mad the program did what it was supposed to do? Do any AV's reach into encrypted ARCHIVED email files and remove virus fragments? You hit delete, or otherwise authorized the program to delete, and as such, I have to place the blame on you. The program was just doing what it was told, which was removing infections, and it did it the best way it could apparently with an archived file.
Remember, its just using the KAV/RAV engines, and it was likely the KAV engine doing the removal. Thats just how these programs tend to operate. I recommend keeping backups and being a bit smarter about what you delete and don't delete next time. Blame the user, not the program, thats the way I see this thread... Nothing else needs to be said.
Also, the very nature of using a credit card to make online purchases is your refund policy, nothing new here. If I had a dollar for every chargeback I was forced to make in the last 10 years, i'd be richer.. Heck, I charged back Norton for their product, because of an issue they wouldn't resolve, and wouldn't offer support for, nor would they refund - and that wasn't user error, that was program error. So its not like this is "Shocking" or anything. Is it? |
|
robtoo
R.J.T.
Premium
join:2003-10-13
United Kingd
| said by Kobra007_ :
Do any AV's reach into encrypted ARCHIVED email files and remove virus fragments?
How did it read the encrypted email archive?
(And whether or not you consider a file to be "ARCHIVED" is irrelevant to the guy who just lost an important file.) |
|
Randy Bell
Premium
join:2002-02-24
Santa Clara, CA
1 edit | reply to JAXx
Not sure but I think .MBX is a Unix format that Eudora adopted for email folders:
quote:
The format of Mbx files is rather simple. It is an ordinary text file (in the format RFC-822) containing messages, and can be read by the usual text editor.
From: "MBX, DBX, PST file Viewer"
»www.mailnavigator.com/read_dbx_file.html
--
"But now abide faith, hope, love, these three; but the greatest of these is love." (1 Cor. 13:13) |
|
StraitShoot
Who Loves Ya Baby? - Theo Kojak
Premium
join:2003-02-08
Clinton, MA | reply to JAXx
Re: Boomerang software (Extendia AVK AV) Refund Policy
There is a switch in Extendia that will warn you NOT to turn on (concerning EMail Archieves) I don't think Jaxx knew what would happen.....
--
"In Every Revolution, There's One Man ... With a Vision! |
|
Kobra007_
join:2004-06-20
Longwood, FL | Good point, hes right, there is a specific switch pertaining to email archives. I never turned it on, so I forgot all about it.
 |
|
Name Game
Premium
join:2002-07-07
North Myrtle Beach, SC
| reply to JAXx
JaXx,
You have been looking into backing up data on your pc for other reasons.....
»Devestating problem had Unexpected Solution
so if you are really going to keep that many email around your system it is not a bad idea to make back up of them and you can do it many ways.
Rescue Outlook Express Data
»content.techweb.com/winmag/fixes/2001/05.htm
Some simple..
The Safe, Simple but Limited Backup
By using this method, you will be able to restore all your mail folders, all your mail and news accounts settings, and your address book for one Identity. You will lose all your subscribed newsgroups, all message rules, all Block Senders entries, all custom views and all custom toolbars. If you use multiple Identities, you must repeat this process for each Identity, or else use the Complete Backup for Advanced Users.
Please read the Files & Settings section if you have not already done so.
1. Backup your OE mail and news accounts.
Click Tools| Accounts, select the account to backup, then click the Export button. This will store the account's settings in a *.iaf file at the location you specify. You can later import any *.iaf file by clicking the Import button. Your account password is stored in encrypted form in the *.iaf file. Be sure to export all mail and news accounts, and any user-created LDAP accounts you might have created. The default LDAP accounts will always be created fresh when you install or upgrade OE.
2. Backup your address book.
Open the Address Book and click Help| About Address Book to see the full path to the current *.wab file used by all your Identities. Find that file in Windows Explorer and copy it to your backup media. You can later import the backup by opening OE and clicking File| Import| Address Book.
I recommend that you create an emergency backup of the Address Book as well. Open the Address Book by double-clicking the *.wab file. Click File| Export| Other Address Book, then click on Text File (Comma Separated Values). Click the Export button, specify a destination folder, and click Next. Select all the fields shown for a complete backup, then click Finish. The resulting *.csv file can later be imported using File| Import| Other Address Book| Text File (Comma Separated Values).
Note: If you do not see a path to a *.wab, then you have set OE to share the Contacts folder in Outlook98 or Outlook2000, and you should consult the Outlook Help file for instructions on backing up your entire Outlook *.pst file.
3. Backup your mail folders.
In OE, click Tools| Options| Maintenance| Store folder to see the path to the folder currently being used for your message store. Open Windows Explorer and navigate to the Store. Copy the Folders.dbx file and all .dbx files to your backup media. It is not necessary to copy any .dbx file because OE will not import newsgroup messages, only messages in mail folders. You must include Folders.dbx in your backup or you will be unable to import the mail folders!
To restore your mail folders, open OE and click File| Import| Messages| OE5 (or OE6 if OE5 is not listed)| Message store directory, then browse to the folder containing your old messages. Do not copy the backup files into the current OE message store or the import will fail. If you saved your backup on a CD or a networked drive, you will need to copy the backup to your hard disk and verify that none of the *.dbx files are marked as "read only", or the import will fail.
»insideoe.tomsterdam.com/backup/simple.htm
--
Gladiator Security Forum »www.gladiator-antivirus.com/ Missing Kidshttp://www.missingkids.com/ |
|
JAXx
aka Stephen
Premium
join:2000-03-31
New York, NY
·VOIPo
·Time Warner Cable
·RoadRunner Cable
1 edit | reply to JAXx
Wow thanks for all the responses!
I'll try and respond as succinctly as I can to as many comments as I can.
- Guest 702, thanks for the info. I've already been given credit by my CC company for the purchase but i'll look into the screen shot issue. I didn't know merchants have to state they have no refund policy.
- Segrets, Ive had various discussions with various experts including Randy Bell and we think it is NOT supposed to delete entire folders. In any case, it seems common sense that it should only delete (or quarentine) the specific emails or file in question, but to quarentine or delete entire folders is neither indicated nor desireable.
- Kobra, I didn't delete the folders, and I never said I deleted them, you obviously assumed I did. The program quarentined the folders. If you read a previous post of mine in a different but related topic you would have seen that I reported that the program used the RAV engine to remove the folders, not the KAV engine. I honestly don't think you read my posts that carefully, i try to be VERY specific and accurate with what I say. I restored the folders. My issue is that I shouldn't have to restore my email folders every day when I perform a virus check simply because somewhere deeply buried in a mailbox of 1000+ emails is a virus fragment or suspected virus.
And blaming me instead of the program isn't so nice, nor so accurate. Ok, blame me for listening to you recommend the product in the first place...
And as to your comment that "So its not like this is "Shocking" or anything. Is it?" Yes it is. To buy a product (partly on your recommendation) that has no trial version, no refund policy, a corporate office in MASS that doesn't answer its phones and admits it doesn't answer them, has no phones support at all, yes frankly its shocking and I believe bad business and bad manners. You may not like Symantec, fine. But they gave me 30 minutes of free telephone support over the last 2 days simply because I asked for it. Their program is detecting viruses and NOT removing my IN BOX to a quarentine. And Boomerang certainly doesn't offer ANY phone support, free or paid. So why on earth are you attacking me so much? Do I really sound so stupid to you? If I worked for boomerang I'd pay you to stop antagonizing users like myself.
- Who Loves ya baby, i didnt adjust any switches in AVK so unless its a default switch I don't know why it did what it did. But the company admits that at least in eudora, it will quarentine entire folders based on one email.
- Name game, suffice it to say I am well backed up now 
[edit] --> Removed self-surving comment! |
|
Keizer
I'M Your Huckleberry
Premium,MVM
join:2003-01-20
| reply to JAXx
Re: Boomerang software (Extendia AVK AV) Refund Policy
Jaxx, glad you got it all worked out. I too tried e-mailing their support as well, just to have some questions answered. No responce at all from them. Interesting enough of an AV to peek my interest, but that soon died out. I didn't even do the free trial with the g-data version.
Keizer |
|
JAXx
aka Stephen
Premium
join:2000-03-31
New York, NY
·VOIPo
·Time Warner Cable
·RoadRunner Cable
| reply to JAXx
Sorry, one more thing. Does ANYONE here think I have secretly kept this program and am asking for a refund so I can have AVK for free? I have removed the program. I really don't want it. I have offered the company a letter of destruction (the best I can do and the most that many companies require). If anyone thinks i am
a) intentionally keeping a program on my system that I have had so much trouble with using
or b) should pay for a product that I have not kept nor used, then please speak up.
Personally, I've always thought that in this country, if you buy a product that doesn't work the way you expect or want, there is at least some published method to get redress and satisfaction. |
|
Kobra007_
join:2004-06-20
Longwood, FL
| reply to Keizer
Jaxx.. Simple, two very very simple solutions to your problem..
1) Turn off email archive scanning in options..
or
2) Exclude your email archive folders from the scan.
Why would you have to endure removing them from your quarantine daily, when you have two options available to handle an issue such as this? |
|
JAXx
aka Stephen
Premium
join:2000-03-31
New York, NY | reply to Keizer
Keizer,
You know, if kobra hadn't been so mean, and if boomerang had just issued me a refund, this topic wouldn't have even existed..... |
|
Kobra007_
join:2004-06-20
Longwood, FL
3 edits | Stop harping on me being mean, i'm tell you exactly how to solve your issue, and you seem to be playing a different tune altogether.
In fact, I found another solution to your problem. (a total of 4 solutions now)
1) Turn off email archive scanning in options.
or
2) Exclude your archive folder from scans in options.
or
3) Go in and REMOVE the message that it tells you contains the virus, manually, in Eudora.
or
4) Exclude that individual, corrupt archive file, from scans in the options.
How is that being mean? I just solved your issue.
PS: On a side note, you said "removed them because they were suspected viruses".. Let me correct you, they WERE viruses, likely ones your previous AV let through. I'd rate KAV+RAV Dual Engines as 100% accurate, and VB it has a 0% false positive rating (each engine respectively), so heck, i'd be thanking Extendia for finding those threats! LOL! |
|
