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Business Profile

Computer Hardware

R-Tools Technology Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:21/08/2023

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Their earlier versions as advertised in their KB Article https://*****************************************.html worked. After I paid for an upgrade to get the latest version, I found that feature no longer works. I wrote them and basically they said I can just use another companies software. It is unbelievable how they just turned away a customer willing to pay. I just want to let BBB and perhaps others know how I was treated. ******** ** * *** ** *** ******* * **** ****.

    Business Response

    Date: 24/08/2023

    Our company develops and distributes disk/file management software that is intangible product. To meet customer satisfaction, we use the `pre-purchase trial` strategy to allow our customers to try and test our products prior to purchase.
    Potential purchasers are invited to download a free limited demo or fully functional evaluation version of the software product from our Web site to test, evaluate and get a full understanding of its capabilities and ease of use of the product.
    Mr. ******** purchased the R-Drive Image license on January 15, 2022, but reported some software issues to our technical support a couple of days later. As a result, we gave Mr. ******** a full refund for the license, but did not cancel the license, and he was able to continue using our software free of charge.
    At the end of 2023, in order to reduce software license agreement violations, we changed the registration and activation algorithm of the R-Drive Image software on our server, which affected the use of the software on non-******* computers.
    On August 18, 2023, Mr. ******** decided to upgrade the previous version of the software he was using to the current version and paid support fees to upgrade it. However, since the algorithm for registering and activating the software was changed, he could not use the software in the same way as before. He complained to our sales team and we immediately canceled his order for the support services and refunded him the full amount. The license issued for the new version of the software has also been cancelled. Also, since we are unable to provide Mr. ******** with a customized version of our software and a special license he wants, we have encouraged him to search the market for alternative backup software.
    Based on the foregoing, we see no reason to complain about the products or services provided by our company. Mr. ******** received full compensation and was able to use our software for free for more than a year. If necessary, we are ready to provide you with all supporting documentation and transaction records.

    Customer Answer

    Date: 28/08/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *** ********

R-Tools Technology Inc is NOT a BBB Accredited Business.

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