Magix is screwing with me and keeping my money!

[Des]

Below is my story of frustration regarding Magix and an explanation about why I feel they are stealing from me:

In the beginning of September I ordered from Magix' website a copy of Video Edit Pro 15
for $49.99. When I clicked to submit payment I got an error message on my screen telling me that the
order did not complete and a transaction number with a request to contact customer service.
I contacted customer service and heard back from sales who told me that the system did not log an order for me and that I should try again in a few minutes.
Well, I did not get around to re-ordering.
The next day I notice that my bank has logged a pending transaction for $49.99 to Magix. OK, I figure things did go through.
The next day my bank logs a 2nd pending transaction for $49.99 to Magix. I am now about to be billed twice for an order that supposedly never went through.
I contacted them back and was once again reassured me that there has been no order placed. I emailed him a screen capture of the two billed transactions from my bank.
The next day the first pending transaction has been moved to 'completed.' So I contact sales again with new screen captures.
He contacts me back telling me that a different transaction number had been generated and that the software had shipped. I tell him I want to return it.
I also alerted my bank to this situation -I should have done that two days before!
The following day the pending transaction was removed, but I was still out the $49.99. I also received an email from another person at sales@magix.net with an RMA number and instructions to return the package and provide shipping details and they will reimburse me in full.
OK. I recieved the pakage on September 10th and returned it per instructions.
Well, this was on Sept. 11 and the package was received by Magix on September 14th. I still have not received my refund, I email them almost every day and get no answer until today when 3rd person tells me that they have not received the package. So I send them proof of receipt and mailing and here I wait.

My bank has decided that Magix has done no wrong based upon my original complaint. They are, however looking into matters further since there is now an RMA involved.

I told the last person today that since Magix has not been helpful I will be sharing this experience on the forums I visit.

Thank you for listening.

--dES

edited for spelling and to clarify some details
edited 9-30-2009 to show courtesy I removed actual names of people involved.

[Des]

So, after my go-a-round with Magix yesterday I recieve this email today from Sales:


I am very sorry about the inconvenience and understand your position.

I just got the information of the head quarter of sales, that your credit card has not been charged at all.

You will need to check with your bank to clarify.

If you find out, that we did indeed charge you, please sent us the according receipt.

--
Best regards

I responded giving them the date, AGAIN, of the charge -September 4th 2009 and a screen capture of my online bank statement, AGAIN. Here is snip of the page:



Is there some reason they are not seeing this?

My bank is "still investigating."

I think that when this is over I will be changing banks and switching back to Vegas (I don't use most of the features of Vegas, and Video Edit Pro 15 seemed good for the money - might be...)

Thanks for listening.

--dES

[hech54]

That's a shame.....it's really great software IMO. I bought the download version and paid with a one-time-use credit card through the Paypal Plugin for Firefox. No games allowed.

[Des]

I agree, my friend uses it and it seems like great software.
Actually, to be honest I purchased the software via Amazon on the 8th for $29.99 while this was hopefully getting straightened out. But I have not installed it yet for fear that will screw things up further.

From what I can tell, what seems to have happened on Magix end is that an order number was generated and assigned a processing error at the time that I placed my original order. I have that order number and that is what keeps flagging as my card not being billed. However, at some point a new number was generated and my account was then billed. I do not have this reference number as it was never emailed to me.

At some point they did find that order and acknowledged that I was billed, contacted sales and they issued me a RMA for the software that was shipped. So they do have the ability to check their records. Yesterday they tell me they did not receive the return. Today they tell me, again, they did not charge me. In all cases I have emailed them proof to contrary.

Now, $49.99 is not going to break me, but I want them to do the right thing.

My bank shows that I placed an order, was billed and that Magix shipped me the order, so their position is simple. The RMA changes thing, but the investigation is slow.

Guess this has to play through.

--dES

[hech54]

If you get it going....don't forget to check Smart Rendering. Magix stupidly leaves that unchecked by default.

I recently had a HUGE runaround with CDBaby that was never resolved. I didn't lose any money but I'll never buy from them again.

[Brainiac]

It's always a good idea to go over your bank transactions on a regular basis. My debit/credit card was charged over $400.00 from one company for software that I never ordered!! I had to cancel my card, notify the company and notify the bank. Fortunately, all the charges were eventually removed.

Brainiac

[freebird73717]

That really stinks man. Sorry to hear that you are getting the run around.

Another thing you might do is include a link to this thread in a future email to their service reps. So far you've had over 200 views. Thats a lot of potential customers for them that may now think twice before ordering from them.

Good luck. Hope you get it sorted out.

[hech54]

That's sort of what happened to a company I bought DVD media from a while ago and overcharged me. They got shitty with me so I posted here on how shitty they were....they then showed up here trying to bash me. Everybody here drowned them out though....

[MJ Peg]

Oh well, if the software's good but their order handling sucks, no reason not to buy it from a third party

[JohnnyBob]

Shit happens! It's always frustrating. It becomes a matter of how much money is involved and the value of your time. For example I got screwed trying to buy a power supply (Two Point Enterprise in Haughton LA, a.k.a. ATXPowerSupplies.com, etc.) but the cost was under $20 so it wasn't worth much effort, maybe an hour or two. Better to write it off thereafter. In that case the cause was partly an unreliable shipping company (DHL) which soon went out of business in the US. For fifty bucks, like you, I'd probably devote several hours to recovery. When all else fails, sometimes it helps to threaten them with a report to BBB and the Attorney Generals in their/your states, sometimes not. I still order occasionally from unknown small companies online when there is no other source, but try to stick with the tried & true well-known big companies. Another thing you can do is use a one time credit card number or one which is only usable by one merchant, making it easy to cancel in event of such problems. I would never order anything online with a debit card, or anything that links directly to my personal bank account. Another tipoff is their website and ordering system - if it seems amateurish and/or doesn't work right/normally, I wouldn't order from them. Good luck with your recovery.

[classfour]

I never use a debit card online - they can take and take your money. I do have a Visa that has a low limit that I've had 30 years and never increased the maximum - great online card. If the number gets grabbed, the maximum is $500, and I can dispute charges all day long.

[Des]

I contacted Magix again today and asked them what the status of my refund is. Mind you, I have not heard from them since thursday or friday last week. I also included a link to this forum posting.
I received two this morning, one from a new person in sales telling me that a refund for the $49.99 was issued on monday. I do not see any such pending transaction on my bank account, my bank is very good about this sort of thing. I emailed her back asking for a receipt and a transaction number.

The 2nd email I received was from another person who asked me to remove the names from the post or I will be sued based upon the 'Privacy Act.'
Out of courtesy, and because I want to see this argument put to rest, I have edited my posts and removed the names, though as I read the privacy act (and yes I read it) I don't think that it applies here.

Anyway, I am not saying that Magix is a bad company, I am simply sharing my experience here and I hope that they will do the right thing in what seems like an extraordinary matter for them.

Stay tuned, hopefully there will be a conclusion soon.

--Eric

[VegasBud]

The Privacy Act binds only Federal agencies, and covers only records in the possession and control of Federal agencies.

Here's a link to the page with the quote. Google has many other similar links.

...I am not saying that Magix is a bad company

A company that makes a bogus threat in an attempt to silence a customer's complaint is not a good company. For that matter, any business entity that is either unaware of, or doesn't care about the relationship between customer relations, public relations, corporate image, and future sales...is not a good company.

[bendixG15]

The Privacy Act binds only Federal agencies, and covers only records in the possession and control of Federal agencies.

Here's a link to the page with the quote. Google has many other similar links.

...I am not saying that Magix is a bad company

A company that makes a bogus threat in an attempt to silence a customer's complaint is not a good company. For that matter, any business entity that is either unaware of, or doesn't care about the relationship between customer relations, public relations, corporate image, and future sales...is not a good company.

Agreed 100 %

[Nelson37]

This whole story would make me highly unlikely to purchase from this outfit.

The threat of a unfounded lawsuit will encourage me to make strenous efforts to prevent any of my customers, anyone I know or encounter in any way, from spending any money either with this company directly or on their products in any way, shape, or form.

I will use their company name loudly and clearly in presentations regarding Internet fraud, theft, and unethical practices. These presentations are made annually at three seperate Chambers of Commerce and a local University.

Scam artitst like this richly deserve to be run out of business.

Both of your latest communications with them absolutely reek of the worst kind of shysterism. My Grandfather would have called them "Schlockenheimers", he was German, and this was the business equivalent of something you scrape off the bottom of your shoe, after walking through a cow pasture. Disgusting.

The ONLY appropriate satisfaction to this issue would be an immediate phone call from the president or CEO of the company with a profuse apology, a free box of the best software package they've got, and a refund to your credit card, along with a copy of the letter of reprimand sent to the individual who falsely threatened you.

Personally, I'd tell them to roll all that into a tight little tube and get their lawyers together for BOHICA.

[ytrouble]

wow, sumone needs a life (well, not only one....). How about u just dispute the charge and get it back right away?? I thought this page is about video issues and not sum case of "i have nuttin else to do the whole day so i cry".

Dispute the charge and get over wif.

[Des]

Well, I received the credit in my account from Magix today for $49.99! However, they still owe me the shipping costs of $7.80 that they agreed to in their RMA email.



This was credited sometime after noon today.
At 8 this morning I had sent emails to all involved at Magix asking for the where-abouts and transaction info for said refund AND reminding them AGAIN of the $7.80 shipping fee they owed me (this is my cost to send the software back to them per the RMA). I also let them know that I did not like being threatened yesterday.

Guess I will have to ask again. I am not asking for anything extravagant from this company, simply I am asking for them to honor their word and once again to d the right thing.

We'll see what happens.

--dES

[Des]

wow, sumone needs a life (well, not only one....). How about u just dispute the charge and get it back right away?? I thought this page is about video issues and not sum case of "i have nuttin else to do the whole day so i cry".

Dispute the charge and get over wif.

Guess, we crossed in posting.
If you had read the posts you would see that I did dispute it, but my bank chose to side with Magix.

Guess I choose to hold companies accountable to their word; sorry you do not.
And, this page is about General Discussions.

--dES

[ytrouble]

its all about the result and the pain it cost to get there. companies are a structure of human minds, therefor errors happened. and no, i dont deal wif companies if there is a problem, i rather look for a fast solution instead of wasting my time and breath, and mostly my "energy".

And yeah i just read the "general discussion" name of the topic board, i still dont see the point. Maybe i should tell my story when i got beaten up by a guy in skewl....wont help though lol...but i rather post my knowledge about audio and video...

...but at least this topic was finally discovered.

[pippas]

Thanks for the heads up on this company -Magix duly removed from my 'OK to deal with' list!

[Des]

ytrouble says:

its all about the result and the pain it cost to get there. companies are a structure of human minds, therefor errors happened. and no, i dont deal wif companies if there is a problem, i rather look for a fast solution instead of wasting my time and breath, and mostly my "energy".

I understand, and generally agree. I had gone the dispute route and when that got sour went back to the company which made promises they did not keep.
It's about principals really.
Also, sharing experience can be helpful to others, oneself and ones cause.

I did get Magix attention for sure!

--dES

[ytrouble]

des: i just read your first post again, and lemme get this right, you ordered a program, you thought ya were billed twice, but were not, ya got the software ya ordered and then returned it? now u wait for a refund on sumfin u ordered to start wif? Am i missing sumfin here?

oh, and stay wif vegas, video edit pro is good, but also has a lack of being simple (for example, ya have to activate all them encoders...why not just have them already activated...duhhh)

[ytrouble]

The ONLY appropriate satisfaction to this issue would be an immediate phone call from the president or CEO of the company with a profuse apology, a free box of the best software package they've got, and a refund to your credit card, along with a copy of the letter of reprimand sent to the individual who falsely threatened you.

...im still waiting for bill gates to call to apologize for vista....

[Des]

ytrouble, you are mostly correct. I ordered the software, an error occured on their end, WAS billed twice, was told that I was not billed at all. Asked to have all charges removed. One charge was removed. Here's where principles come in - was told there were no other charges. Software was shipped. Was told I could return it. Returned it (out of principle). Was told software was never received back, showed them tracking and receiving info, was told I was not billed. Showed them where I was billed... Get it!

If not, move on.

--dES

[ytrouble]

got it, but i dont get why ya returned wot ya ordered, right? ya said ya were charged at the end one time, which fits to the order placed i hope? So at the end, ya returned an ordered software, which u paid for one time, which indeed ya ordered to start wif. maybe im just not getting it, but for me its a sales deal, ya ordered a software, ya got the software, ya paid for it. then ya returned it cuz ya didnt want it and ya yet have to get the refund...,right?

and this is different from any case of a return in wot way?

I thought ya were charged twice for sumfin and so i recommended to dispute it, but ya actually were charged for wot ya ordered and ya even received it, yet ya returned it and complain.....

....wow...maybe we can play sum chess?

[Des]

I thought ya were charged twice for sumfin and so i recommended to dispute it, but ya actually were charged for wot ya ordered and ya even received it, yet ya returned it and complain.....
....wow...maybe we can play sum chess?

Sorry, I dropped something in the time-line: When I was told that the order was shipped I still had not been credited back the extra charge. I wanted to start from Zero for fear of never being credited back even one of the amounts.
After that I held Magix to their word.

--dES

[ytrouble]

lol ok...still dont get the issue then besides that ya didnt get ya refund money for the returned product.

"fear of never being credited back even one of the amounts" <--but ya were only charged for one amount as u said at the end. Not to sound stupid, but where exactly did them company screw u, so i can understand this whole thing.

Ya paid for a product, ya received the product...wots the deal? Ya didnt get charged twice....ya dont work for their competition to just make a story, do ya? if so, i wanna who cuz that would make this all interesting :P

still up for sum chess?

[bendixG15]

lol ok...still dont get the issue then besides that ya didnt get ya refund money for the returned product.

"fear of never being credited back even one of the amounts" <--but ya were only charged for one amount as u said at the end. Not to sound stupid, but where exactly did them company screw u, so i can understand this whole thing.

Ya paid for a product, ya received the product...wots the deal? Ya didnt get charged twice....ya dont work for their competition to just make a story, do ya? if so, i wanna who cuz that would make this all interesting :P

still up for sum chess?

Welcome to our Forums.
That is some first post you got.
And what this ......."ya dont work for their competition to just make a story" .... Makes me wonder who you work for ?

[ytrouble]

lol ok...still dont get the issue then besides that ya didnt get ya refund money for the returned product.

"fear of never being credited back even one of the amounts" <--but ya were only charged for one amount as u said at the end. Not to sound stupid, but where exactly did them company screw u, so i can understand this whole thing.

Ya paid for a product, ya received the product...wots the deal? Ya didnt get charged twice....ya dont work for their competition to just make a story, do ya? if so, i wanna who cuz that would make this all interesting :P

still up for sum chess?

Welcome to our Forums.
That is some first post you got.
And what this ......."ya dont work for their competition to just make a story" .... Makes me wonder who you work for ?

the secret software police, look it up SSP :P

[Des]

lol ok...still dont get the issue then besides that ya didnt get ya refund money for the returned product.
"fear of never being credited back even one of the amounts" <--but ya were only charged for one amount as u said at the end. Not to sound stupid, but where exactly did them company screw u, so i can understand this whole thing.

That's the point. I didn't get any refunds until AFTER I returned the product. Then I got a refund for the false charge only. Now, I am out the product and the money for it (remember "charged twice").

Hence the grievance.

And, I'm not repeating this again. It's all here on page...several times (sorry about that).

--dES