Hi Gang,

Just a warning about purchasing software from “Daossoft” – website(s) here;

 

 

 

To explain the problem, I purchased a product from Daossoft back in 2013 as I infrequently get clients email me Word, Excel files etc to which they’ve forgotten their passwords to.

Needing to use the software once again a few weeks ago, I opened it up and it told me that my “Trial” had expired? I tried to re-enter the Registration Code that I was provided at the time of purchase and got a !Register Fail! error.

Uninstalling and reinstalling the software didn’t help so I emailed support@daossoft.com for assistance.

To say they have been totally useless in providing any meaningful support and unhelpful is to put it extremely kindly.

For those of you interested, below is the history of emails I have exchanged with support@daossoft.com since the problem began..

__________________________________________________ __________________

Posted: 23/11/2016
To: support@daossoft.com
Subject: Registration key not working

Hello,

I own a copy of Daossoft Password Recovery Bundle 2012 and it seems to have reverted to Trial Mode on my Windows 7 Professional System.

When I try to enter the registration code: DAOSSOFT-BUNDLE-RECOVERY-ADVANCEDX-XXXXX-XXXXX-XXXXX-XXXXX – I get a “! Register Fail!” message.

I have included proof of purchase as a PDF attachment named “Password Recovery Bundle 2012 – 1.pdf“

Can you please assist by telling me how to resolve this problem so that my software is registered again.

Many thanks and I look forward to your reply.

Regards,

Andrew

[My Company Information Removed]

 

 

________________________________________
Received 27/11/206

From: Daossoft Team
Email: support@daossoft.com
http://www.daossoft.com

Hello,
The link only offer 2 yeas, you can upgrade to the new version.

Best Regards.

Daossoft Team
Email:support@daossoft.com
http://www.daossoft.com
__________________________________________________ __________________

Posted 12/12/2016
From: Me
To: support@daossoft.com

Hello and thank you for your response.

However, I have gone through my saved purchase documents (Attached) and terms of sale at the time that I purchased the “Daossoft Password Recovery Bundle 2012” bundle and can find nowhere that states my license is only valid for 2 years. (?!) I mean if that was indeed the case, then why was it working perfectly earlier this year (2016 – some 3 years after I purchased) when I used it ?

I don’t know what you mean by saying “The link only offer 2 years” – Please show where does it state that on your website or on the attached purchase agreement that I used when I purchased my license?

I also find no reference on the daossoft.com website that purchased licenses for your products expire after 2 years of use and then you need to pay to upgrade to a newer versions.

I am not looking to “upgrade” my Password Recovery Bundle 2012 at this time, I simply want the software I purchased from you to work in licensed mode the way that I paid for it to work.

Again, When I try to enter the registration code: DAOSSOFT-BUNDLE-RECOVERY-ADVANCEDx-xxxxx-xxxxx-xxxxx-xxxxx – I get a “! Register Fail!” message.

• Could you please either supply a registration code that will work with my current version of “Daossoft Password Recovery Bundle 2012
OR
• Please provide the upgraded equivalent product to what I purchased back in October 2013 which I believe is now called the “Password Rescuer Advanced Edition” with a valid Registration Code at no cost.

Thank you for your assistance and I look forward to your reply.

Regards,

Andrew

[My Company Information Removed]
__________________________________________________ __________________

Posted 14/12/2016
From: Me
To: support@daossoft.com
Subject: Support request not answered?

Hello,

Did you get my support request below sent on 12 December 2016 12:11 PM ?

If so, could you respond to the issues raised in it please?

If I’m wrong, then I’m wrong – just show me why.

I’ve always enjoyed supporting daossoft products and am even one of your affiliates promoting sales of your software.

I would hate to have to go public with this problem if you’ve chosen to ignore the issue and hope that it will just go away.

Please respond to the request below as soon as possible.

I look forward to your reply.

Kind regards,

Andrew

[My Company Information Removed]
__________________________________________________ __________________

Received 27/11/206

From: Daossoft Team
Email: support@daossoft.com
http://www.daossoft.com
Subject: Re: Support request not answered?

Hello,
We didn’t find your sale our software, did you use our software on many pcs?

Best Regards.
Daossoft Team
Email:support@daossoft.com
http://www.daossoft.com

__________________________________________________ __________________

Posted 15/12/2016
From: Me
To: support@daossoft.com
Subject: RE: Support request not answered?

Hello,

I don’t understand how that has anything to do with my issue and I’m unsure whether purchases have been made when I’ve referred people to my website, but my affiliate page promoting your software has been up for a considerable amount of time now.

Here’s the link.. [LINK TO AFFILIATE PAGE ON MY WEBSITE REMOVED]

As for your other query, no I didn’t use the software on many PCs. It’s been installed only on the one PC since I purchased it, the one I’m using right now.

I occasionally may get a request from a client to recover a password from a file, which is why I purchases the bundle in the first place.

My proof of purchase has been sent to you twice now as a PDF attachment.

Again, When I try to enter the registration code I was provided: DAOSSOFT-BUNDLE-RECOVERY-ADVANCEDx-xxxxx-xxxxx-xxxxx-xxxxx – I get a “! Register Fail!” message.

1. Could you please either supply a registration code that will work with my current copy of “Daossoft Password Recovery Bundle 2012″
OR
2. Please provide the upgraded equivalent product to what I purchased back in October 2013 which I believe is now called the “Password Rescuer Advanced Edition” with a valid Registration Code at no cost.

I don’t understand what the problem is?

I look forward to your reply.

Andrew

[My Company Information Removed]

__________________________________________________ __________________

Posted 20/12/2016
From: Me
To: support@daossoft.com
Subject: Support request now being ignored?

Hello,

It would appear you’re ignoring my emails for support on this issue (See last email I sent you)

Please respond with either your willingness to resolve this matter or now. I’m starting to lose my patience.

No response to this last attempt at a resolution will force me to remove the promotion of your products on my website and post this entire unpleasant experience all over social media as well as to my client base via a newsletter warning about dealing with daossoft.com software solutions when support is required.

Please do not ignore this email. I know you are getting them because I get both delivery and read receipts when I send them.

I look forward to your prompt reply.

Thank you.

Andrew

[My Company Information Removed]
__________________________________________________ _________________

Received 20/12/2016

From: Daossoft Team
Email: support@daossoft.com
http://www.daossoft.com
Subject: Re: Support request not answered?

Hello,
We find you use the affiliate on 2013, but you didn’t sale 1 order on 3 years.

Best Regards.
Daossoft Team
Email:support@daossoft.com
http://www.daossoft.com

__________________________________________________ _________________

Posted 20/12/2016
From: Me
To: support@daossoft.com
Subject: RE Support request now being ignored?

I told you that already?!

————————————————————-

From: Andrew xxxxxxx [mailto:andrew@xxxxxxxxxxxxxxxx.com.au]
Sent: Thursday, 15 December 2016 7:19 AM
To: ‘support’ <support@daossoft.com>
Subject: RE: Support request not answered?

“I don’t understand how that has anything to do with my issue and I’m unsure whether purchases have been made when I’ve referred people to my website, but my affiliate page promoting your software has been up for a considerable amount of time now.” I can not track how many sales were made as a result of my affiliate page where people may have gone dirctly to your website to make a purchase.

————————————————————-

I’’ve tired of these games.

Will you restore the functionality of my “Daossoft Password Recovery Bundle 2012” software or not?
or
provide the upgraded equivalent product to what I purchased back in October 2013 which I believe is now called the “Password Rescuer Advanced Edition” with a valid Registration Code at no cost?

It’s been a simple question from my first request to support that requires a simple yes or no answer.

I dislike making threats but I promise you that I will make this issue known over every social media site I am a member of, as well as LinkedIN, Windows Secrets amd Experts-Exchange and other support forums I am a member of.

There was NO 2 year limit to my license when I purchased it, I have provided proof of purchase and my license key is not being accepted as valid.

Your choice.

A failure to provide a suitable answer within 24 hours will start me writing articles warning the world of the type of support they can expect when purchasing Daosft products.

I look forward to your reply.

Regards,

Andrew

[My Company Information Removed]
__________________________________________________ _________________

Posted 20/12/2016
From: Me
To: support@daossoft.com
Subject: RE: FW: Support request now being ignored?

Let me re-phrase my previous email reply to ensure that you do not try to keep stringing me along with pointless replies.

There was NO 2 year limit to my license when I purchased it, I have provided proof of purchase and my license key is no longer being accepted as valid.

Will you restore the functionality of my “Daossoft Password Recovery Bundle 2012” software or not?

or

Provide the upgraded equivalent product to what I purchased back in October 2013 which I believe is now called the “Password Rescuer Advanced Edition” with a valid Registration Code at no cost?

A failure to provide a suitable RESOLUTION to this issue within 24 hours will start me publishing articles warning the world of the type of support they can expect when purchasing Daosoft products. All of our correspondence, including your replies will be included in those postings verbatim. This is not a threat, it’s a promise.

Please consider carefully before initiating a war with me.

I do not appreciate being screwed or intimidated into spending more money on an upgrade that I did not ask for in the first place and I will have no hesitation in spending as long as it takes to warn the world of the type of support they can expect from Daosoft as both a software developer and provider.

In the spirit of the season, I ask you to see reason and admit when you were wrong in your first initial reply to me.

Your move.

I look forward to your favorable response.

Regards,

Andrew

[My Company Information Removed]
__________________________________________________ _________________

Sent 20/12/2016
From: Me
To:ordersupport@mycommerce.com
Cc: support@daossoft.com
Subject: Complaint about daossoft – ( http://www.daossoft.com/ )

Dear Sir / Madam,

I apologise in advance for the length of this email, however to fully understand the circumstances, the history that led to this complaint must be understood.

I own and operate a small IT Support Company in Australia – My Contact details in my signature at the bottom of this email.

It is with regret that I find myself having to trouble you with a serious complaint about a software developer that your company processes orders and payments on behalf of – That company is “Daossoft” – http://www.daossoft.com/

The Purchase

On the 29th October, 2013, I used your service to purchase a copy of “Daossoft Password Recovery Bundle 2012” for a total of $81.00 AUD – The Order ID was: 3B8XWZM-BHRGWK
At the time, I also downloaded a Receipt of the successful Purchase

Please see attachment:

1. Order-Receipt.pdf – attached to this email.

The Problem

The product functioned perfectly for almost 3 years when it recently suddenly reverted to Unregistered Mode.

When I try to re-enter the registration code I was provided, I now get an error that ! Register fail! See pic below.

[Pic Removed for Brevity – It’s already included in this post]

I contact support@daossoft.com to try and resolve this issue and the claim that came back was the following;

——————————–8<———————————————

Hello,
The link only offer 2 yeas, you can upgrade to the new version.

Best Regards.
Daossoft Team
Email:support@daossoft.com
http://www.daossoft.com

——————————–8<———————————————

The above statement made by Daossoft support is a complete lie.

There was NO expiration date on license purchases in October of 2013 and having just grabbed screen grabs and carefully studying all of their Privacy Policy, Legal Notice Right Of Withdrawl and T&Cs from their current purchase page, I note that there is still no mention of purchased software licenses being valid for only 2 years. Nor anywhere else on their website for that matter.

After many further emails to Daossoft Support, where they continued to refuse to address or provide support to resolve the issue, I am now at a point of having to go public with this entire issue which will unfortunately have to involve your company as one of Daossoft’s Order and Payment processors.

To allow you to see the useless and totally unhelpful exchanges I have had to date with Daossoft Support about this problem, I am including the entire history of our correspondence.

Please see attachment:

2. Support-Email-History.pdf – attached to this email

The attachment should be read from the last page upwards so as to get the correct order of our entire correspondence to date.

Now I realize that “Product Support” is not your concern and is that of Daossoft, however who you choose to provide Order and Payment processing for should “to my mind”, be of your concern, so I ask that you please advise me what legal options I have available with regards to a FULL REFUND of the purchase cost of this product in the event that Daossoft continue to refuse to assist in resolving the issue with their software that I purchased in good faith.

Or any assistance you can provide with regards to encouraging Daossoft to stop breaking and being in breach of their own Terms and Conditions of their product sales and make this situation right.

I am not averse to spending considerably more money than the product cost in order to force a refund from Daossoft via legal means (I’ve done this before some years ago with another company) if they will not resolve the Registration Issue with the product I purchased from them, via your company as Order and Payment processor, so if you can not help in any way to try and resolve this problem, could you please advise of other legal options I may take to have to have this situation rectified. Cost is not necessarily a concern.

I thank you for your time and will be looking forward to your response.

Kind regards,

Andrew

[My Company Information Removed]
________________________________________

Received 21/12/2016

From: Daossoft Team
Email: support@daossoft.com
http://www.daossoft.com
Subject: Re: RE: Support request now being ignored?

We didn’t support the Affiliate purchase the software and use the software to other people use.
And please see this Regnow offer:

13. Q:What is “Extended Download Service”? Do I have to purchase this “Extended Download Service”?

A: The Extended Download Service is an optional service offered by the payment processor Regnow with additional cost. Once you purchase this service, you’ll be entitled to 2 year of re-download service for the product you purchased, which means the service provider will keep backup copy of the current version of the product you purchased, and allows you to download it from the link at any time.

Please note the extended download service is selected by default. If you don’t want to order the service, you can simply remove it.

Best Regards.
Daossoft Team
Email:support@daossoft.com
http://www.daossoft.com

__________________________________________________ _________________

Posted 21/12/2016
From: Me
To: support@daossoft.com
Subject: RE: RE: Support request now being ignored?

Ok I think we have a crossed line here. You seem to be talking apples while I’m talking oranges sigh..

To clarify, I am “not” looking to download the installation software again.

I always backup the original installation files I download when I purchase software and I still HAVE the original installation file I used to install the software in the first place.

This has nothing to do with “Extended Download Services” I didn’t need them at the time and I am not asking to re-download the software again now – again, I still “have the installation file”

The problem as I explained in my first email to you requesting help is that the Registration Key I was provided by you is no long being accepted as valid by the software I purchased from you.

I hope we’re on the same page now?

I’m not talking about “other people” – I’m talking about “my own personal copy” of “Daossoft Password Recovery Bundle 2012” that I purchased and is now no longer accepting the registration key I was given as valid.

Please advise what steps you recommend to restore the functionality of the “Daossoft Password Recovery Bundle 2012” that I purchased from you.

I don’t believe that is an unreasonable request?

If you require more information about the system I’ve been running your software on, then please tell me what you need to know and I’ll provide details. I have zero issues with dozens of other software packages I’ve purchased for this machine.

Look, as I see it we can resolve this in one of two ways.

Either you can honor our original agreement when I purchased the software and please provide the help and support I require to restore the functionality of your software bundle that I already own – or if that’s no longer possible;

Then provide me with the equivalent current version of the problematic “Daossoft Password Recovery Bundle 2012“ bundle with a registration key that is valid and will work.

I don’t believe that is an unreasonable request?

I would be happy and satisfied with either solution.

I hope that clarifies the matter for you?

Thank you and I look forward to your reply and help.

Regards,

Andrew

[My Company Information Removed]
________________________________________

Received 21/12/2016

From: Daossoft Team
Email: support@daossoft.com
http://www.daossoft.com
Subject: Re: RE: Support request now being ignored?

What’s your enter code?

Best Regards.
Daossoft Team
Email:support@daossoft.com
http://www.daossoft.com
________________________________________

Posted 22/12/2016
From: Me
To: support@daossoft.com
Subject: RE: RE: Support request now being ignored?

Enter Code? I assume you want the Registration code I’m using?

DAOSSOFT-BUNDLE-RECOVERY-ADVANCEDx-xxxxx-xxxxx-xxxxx-xxxxx

When I enter the above registration code, I get a “! Register Fail!” message.

It’s the same one I used when I purchased the software which worked fine then, the same one that was in the proof of purchase documents I’ve sent you and also the same one I provided in the very first email I sent to you asking for help.

Thank you and I look forward to your suggestions.

Andrew

[My Company Information Removed]
________________________________________

In the meantime, I also received a reply to my inquiry from ordersupport@mycommerce.com

________________________________________

From: MyCommerce Order Support [mailto: ordersupport@mycommerce.com]
Sent: Wednesday, 21 December 2016 9:58 PM
To: andrew@xxxxxxxxxxxxxxx.com.au
Subject: Re: Complaint about Daossoft ( http://www.daossoft.com/ ) (XXXXXXXXXXXXXXXXXXXX)

Dear Andrew Xxxxxxx,

Thank you for contacting MyCommerce.

We understand how frustrating this must have been to you and we apologize for the inconvenience caused.

However, due to the age of order number XXXXXXXX-XXXXXX, it is outside our influence as a third party processing service to pursue support or a refund on your behalf.

We highly suggest that you contact the vendor at the following:

Vendor Website: http://passwordtools.daossoft.com
Vendor Support: support@daossoft.com

We appreciate your understanding and cooperation regarding this matter.

Sincerely,
Mxxxxxxx T.
MyCommerce
Customer Service
ordersupport@mycommerce.com
http://www.mycommerce.com/faq
Email ID: xxxxxxxxx

________________________________________

My Reply to “mycommerce.com”

Sent: 23/12/2016
From: Me
Re: Complaint about Daossoft ( http://www.daossoft.com/ ) (XXXXXXXXXXXXXXXXXXXX)

Dear Mxxxxxxx,

Thank you for your response and taking the time to look into this matter for me.

I understand your situation given the time that has passed since the software purchase was made and realise your company is faultless in this most frustrating situation.

I continue to communicate with support@daossoft.com, receiving pointless replies and questions that have nothing to do with the problem I’ve emailed them about so many times.

I have now begun inquiries in how to retain a Legal firm in the developers country of origin in order to begin legal action.

I fully expect that this action will cost me “considerably more” than just deleting the software and moving on to an alternative product, but I am huge on principle, honesty and doing the things right so I’m more than willing to spend the money necessary to ensure Daossoft get the message that they can’t just “fob off” their customers when their software registration process is clearly at fault. In the 20+ years that I have been in the IT Support industry, I’ve only ever struck one other developer I had to resort to suing in order to get them to do the right thing. Happily, I was awarded all the legal costs I spent to be fully refunded by that particular developer.

Unless daossoft support come to their senses and resolve this issue before legal action has been initiated, I will be going public by posting the full details of the time wasted and the pointless replies I’ve received from daossoft support multiple times to all Social Media and IT Support Forums around the world about this situation as well once I receive advice from Legal Counsel.

I will endeavor to make it clear in those postings that “mycommerce.com” was and continue to be faultless in this situation and if you like, I’m happy to forward you links to the dozens of postings that I intend to make.

Once again, I thank you for your assistance. Please let me know if any additional information will be helpful to you.

Best regards,

Andrew

[My Company Information Removed]
________________________________________

That’s the entire frustrating email correspondence I’ve had to date over what should be a “simple” issue to resolve yet Daossoft are clearly refusing to address.

In the meantime, I strongly suggest you consider carefully whether or not to purchase any type of software from Daossoft Developers. As you can see from the history of emails above, any meaningful support from them is virtually NON EXISTENT.

I have yet to get a reply from support@daossoft to the last reply I sent them with the information they requested – which I already supplied them in at least 3 previous emails. I am almost certain that they are just stringing me along and hoping i will just go away. If that is their hope, they are in for a shocking surprise!

I will update this article as things develop in the future.

I hope you found this article interesting, informative and helpful. It was written to prevent others going through the same frustrations that I’m currently going through.

If anyone is inclined to write to support@daossoft.com and include the content of this article, then please feel free. I would appreciate it.

Best Regards,

Andrew

 


UPDATE – MyCommerce to the rescue..!

Despite mycommerce.com originally telling me that they couldn’t help with the situation due to the amount of time that had passed since the original order was processed, they decided to send daossoft support the following email anyway;

—————- 8< ——————

From: MyCommerce Order Support
Date: 2016-12-25 03:23
To: support
CC: ME
Subject: MyCommerce, 1st Technical Support Request Order Number xxxxxxx-xxxxxx (xxxxxxxxxxxxxxxxxxxxx)

Dear Support,

Customer order ID: xxxxxxx-xxxxxx
Customer’s Email Address: My Email Address

Customer already emailed you multiple times and customer is requesting
for technical support for the product they purchased.

Please respond to the customer regarding their request and copy us in
your message so that we know that the customer has been assisted. If we
do not receive a response from you within 2 business days, MyCommerce
will have no choice but to refund the order.

We are copying the customer on this email. Thank you for your help in
this matter.

Sincerely,
Xxxxxx x.
MyCommerce Customer Service
ordersupport@mycommerce.com
http://www.mycommerce.com/faq
Email ID: xxxxxxxxx

—————- 8< ——————

Suddenly, Daossoft support finally decided to do something constructive, despite the fact that I’d told them that I had already found a way around the problem.. He sends me this;

—————- 8< ——————

From: support [mailto:support@daossoft.com]
Sent: Monday, 26 December 2016 2:07 PM
To: ME
Subject: Re: RE: Support request now being ignored?

Hello,
You can check this full version: http://www.daossoft.com/xxxxxxxxxxxx…-xxxxxxxxx.exe
This is the full version and didn’t need enter the registration code.

Best Regards.
________________________________________
Daossoft Team
Email:support@daossoft.com
http://www.daossoft.com

—————- 8< ——————

Sigh.. That’s ALL they had to do when I first contacted Daossoft support about the registration problem and it would have saved tons of to and from emails containing pointless replies.

I have of course written back to MyCommerce thanking them for their assistance in the matter – they had no legal obligation to do it, but decided to try and help anyway.

Exceptional after sales service by MyCommerce, especially given they processed the sale > 2 years ago.

I was fully prepared to spend a considerable amount of time and money retaining a lawyer in Daossoft’s country of origin to fight this matter on my behalf because I am big on principal and making sure people do the right thing, MyCommerce’s involvement saved me not only a considerable amount of money, but time and additional aggravation as well.

So Thanks to MyCommerce for being so helpful. Their email to Daossoft seemed to get them to finally take my support request seriously and finally provide a solution.

Cheers..

Andrew

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