They Do Not Stand by their Customer Satisfaction Guarantee
I got a new computer and in the process of transferring files from my old one I somehow accidentally deleted all of my photos! These included my wedding photos, baby pictures of my kids, etc. I was panicked and came across EaseUS Recovery Wizard. I quickly purchased the program, downloaded it and started having it recover my photos. While it was working (the process said it would take over 24 hours) I went through my external hard drive and in a hidden section found my photos from an old backup I had run automatically on my computer. I immediately contacted the company for a refund. This was within 30 minutes of purchase. I cancelled the recovery process and did not do anything with the recovered files as I wanted to make sure I didn't use the program (by saving files back to my hard drive) so I could get an honest refund. I do not even know where the files it did recover went. I opened the program today and could not find them. On May 28 I called the phone number listed on my purchase. I was told I had to wait for the merchant to respond and that they would respond to my cancellation and confirm my refund within 10 business days. On June 2, I received an email denying my request for a refund. There wasn't an explanation as to why. On June 3, I called the phone number I had called previously and this time was told they only took payments they could not do refunds. That could only be done through EaseUS. The representative told me they will look at logs to determine whether or not they will issue a refund. I am guessing because I downloaded the software I got automatically denied for a refund. Why have the 30 day money back guarantee? That's initially why I went with EaseUS as I've never had this happen before and figured if it didn't work I could get a refund. I was wrong. The customer service is terrible. I am not satisfied with the product as it was an accidental purchase and they do not stand by their customer satisfaction guarantee. I made an honest mistake by purchasing the program quickly without thinking things through because I was pretty distraught to find all my photos had been erased on my computer. I am posting here to warn others about their customer service and false claims about their products as well as in the hopes I may actually be able to reach a customer service agent who can help look in to my case. I will contact PayPal and my bank about the charge and see if there is anything they can do but I am not feeling very hopeful.