Purchasing Problem With Virtal Debit Card

hellfirehound

I recently dwnloaded a computer program (Karma from Latshawsystems.com) on trial. The program is a professional karaoke program that adds a bit of sparkle to our shows.

It worked fine with the test karaoke files i had on my system so I went ahead and bought a licence for it, at the cost of £68.

When it came to using it, it worked fine until the next day when we loaded up our 80000 or so digital tracks, at which point the program started to panic and threw up multiple error messages (bear with me, there is a point coming...)

The program does allow 3 licence resets (ie it allows you to install the program on another computer 3 times in a year) so I installed it on another computer and reset the licence. The program again threw a wobbly and refused to work. I then tried it 2 other computers with Vista on them, and again it didnt work.

I then got in touch with Latshawsystems.com customer serviceand basically got an email saying "sorry, you've reset your licence 3 times already, therefore we cant issue a refund due to potential piracy". Now the licence has to be actvated by Latshaw's system over the internet before the program is unlocked so surely they would be able to cancel my licence so as that nobody else cn use it?

Anyway, i paid for this using a virtual Mastercard, issued by Ivobank and got in touch with them. The lovely agents in Bombay told me to contact Latshaw systems to get a refund but i explained that I'd tried and they refused. Ivobank then told me that Virtual debit cards arent credit cards, therefore have no cover against faulty goods.

My point, and i do have one folks, sorry for rambling, is that surely, even with virtual debit cards, theres some sort of fallback against faulty programs and goods purchased on the internet.

What, if anything, can i do to get my money back?

Paul_Herring

Visa have their own (similar, but not same to CCs) version of refunds called chargeback (google 'Visa chargeback.')

davethorp

However as the OP paid with a virtual mastercard that is of little help.

By virtual I assume you mean a prepay one that you top up and then use it like you would any other card. If so the only one to offer any protection is the Cash plus one I believe

Paul_Herring

Oops - totally missed the 'mastercard' bit - thought it was Visa.

Chargeback won't help in this case then.

Jemma-T

Maybe best to of thoroughly test the item and/or asked other people who use this sort of kit. You knew there was only 3 licence uses so why did you keep going and not ask for software support?

I think the company has done quite a lot so far but you can expect some sort of follow up support (unless the software is sold as is' with no support).

Keep chasing them.

hellfirehound

Below is the full email corespondance ive had with Latshaw, from initial email to latest reply:


Sent: Sunday, May 17, 2009 6:46 AM
To: support@latshawsystems.com
Subject: From LS WEBSITE: Sales Support

From: Kenny Ellaway

I bought you software from your website after downloading the demo, and I have to tell you I was mightily impressed with the trial run.
However, since pruchasing the software, it seems to play a game called "no way mate", whereby it will scan on demand for the folders or drives i tell it to, get to about half way thru and tell me a fatal exception has occurred.
I cant ask it to avoid these folders because they are needed, as they contain karaoke files.

The worst thing was, Karma actually broke down mid show and we had to hastily use our backup program, OTS AV.

All in all, i'm not a happy bunny with Karma a I had so much high hopes for it and its let me down badly. I therefore respectfully ask for the cancellation of my licence and request a refund of the money I paid for this disappointing program.

Thanks in advance

Kenny Ellaway

From: Latshaw Tech Support [mailto:support@latshawsystems.com]
Sent: 17 May 2009 14:21


Unfortunately, you've reset your license three times already and we can't issue a refund once you've reset your license.

Sent: Sunday, May 17, 2009 1:19 PM
To: 'Latshaw Tech Support'
Subject: RE: From LS WEBSITE: Sales Support

Well to be fair that because i couldn't get it working on any of the computers i tried it on. It was only on the last attempt to get the programme working that i realised about the removal of the licence instead of resetting it.

So you have my money and im stuck with a program that wont work?

From: Latshaw Tech Support [mailto:support@latshawsystems.com]
Sent: 18 May 2009 01:54
Subject: RE: From LS WEBSITE: Sales Support

Pretty much with that attitude.

---

"pretty much with that attitude"!?! Sorry, are they reading the same emails that I've written? I don't see any attitude there...

Jemma-T

Your first email was OK but I think they're obviously a bit touchy. Maybe they know their software is utter crap or can't fix it or the guy who normally fixes it got sacked. Maybe the software writer also designed their awful website.

Either way, it's worth sending another polite email asking for some support. In the meantime where do karaoke-type people post? Start a thread there pointing out your woes and problems with the company (say you were very happy until the problem arose) and point the company to the thread. I do this all the time and it never fails with smaller companies who are more sensitive (ie need the money and don't want a bad rep) to negative criticism.

I think you have no hope with getting your money bank from a bank as you have received and used the goods and the company are outside the UK. So keep it polite, respectful and to the point -and try emailing them again.

Google must be full of people with similar problems with the software so search around for a fix to the problem or a fix (crack) so you can try to use your legally bought property. Make sure your machines meet the required specifications and if you're having something scanning 1000s of files (adding to library?) then have as little running in the background (especially 'security' programs) as possible. If you were using your PC to fire off missiles to Russia you'd not also have tetris on it -so try and get a PC which is only for karaoke and nothing else.

chalkysoil

So you have my money and im stuck with a program that wont work?

From: Latshaw Tech Support [mailto:support@latshawsystems.com]
Sent: 18 May 2009 01:54
Subject: RE: From LS WEBSITE: Sales Support

Pretty much with that attitude.

That's appalling. Aren't their goods supposed to be fit for the purpose they were sold for?