Bad customer service by TechSmith - Where is my key?

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  • Question
  • Updated 3 years ago
  • Answered
  • (Edited)
I have already paid for Camtasia Studio. The money has been deducted from my banking account. TechSmith does not send me the product code. Customer service wants me to take it up with their payment service provider. Their attitude is  indifferent.  I'm a TechSmit Customer. Is TechSmit trying to make their customers do their job?
I expect a good solution. Ordering products is to much hassle at TechSmith.
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Luis Roman

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Posted 4 years ago

  • 2
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Timbre4, Champion

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Hello, sorry to hear of difficulties. They've done alright by me for at least 10 years. My experience with TechSmith orders, upgrades and updates has always been pretty straight forward.

Is it possible that the product license code is in a spam folder on your side somewhere? Did you ask that it be re-sent? Is there a question about the payment that they haven't released a code for you?



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Luis Roman

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Is this adding any value to the conversation? Vlag as inappropriate?
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Timbre4, Champion

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It's called "trying to help" and reassurance that the vendor is legitimate. Your issue appears to be with Click&Buy; direct purchase from TechSmith webside would never include them.

I'll not disturb you any further.


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Luis Roman

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Please this is to obvious.
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Robert R., Online Community Admin

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Hello, Luis;

Sorry to hear of the troubles with receiving your software key, hopefully I can look into things for you.

First, did you purchase the software through our direct store (http://shop.techsmith.com/store/techsm/DisplayHomePage)? If you did were you logged into your TechSmith account when you placed the order? I did a quick search of our system and was unable to locate any orders placed by "Luis Roman" and I also ran a search through our system for the email address that you have used to post here in our forums; the result is the same as you are not in our system. If you purchased through a 3rd party vendor then we would not have record of the sale. If you purchased it directly through our store then you would
have been provided with a PO number or order ID (which should also be available via your banking institution); do you have that information available?
(Edited)
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Luis Roman

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Hi Robert,

I ordered directly through your store. Here is a screenshot from the payment. Please send me a product code or refund my money.


Luis Roman

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Kelly Mullins, TechSmith Employee & Helper

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Hi Luis,
I'm sorry you are having trouble!

Since last Friday was an American holiday, TechSmith is closed for the long weekend. However, we can help you clear this up on Monday morning.

As Robert has requested, please gather all of your information together that was used to make the sale such as the name used, email addresses, PO or Order ID, etc. This will all be needed to help.

Can you also check the link Robert gave you to ensure you made the purchase through our store?
Since the name listed here doesn't appear in our records, and our CS team doesn't have you as paying through our store, it seems like you might have purchased elsewhere. If that is the case, you will need to go back to that location and ask them for your key.

Do you have the link to the place where you purchased?
Are you able to still use the trial version of the software until we get this sorted?

Kelly
User Assistance
TechSmith
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Luis Roman

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It seems to me you're not reading the posts. Please read the posts.
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Kelly Mullins, TechSmith Employee & Helper

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Hi,
I have read your posts.
However, we cannot find you in our system. That is why our Customer Service team asked you to go back to the place where you purchased your software and get your code from them. They were not being unhelpful.. they just don't have you as purchasing software.

Robert, from our Technical Support team tried to find you in our system as well and you are not there.
So, we cannot send you a key for a purchase we cannot find.

I know you said you purchased on the TechSmith website, but the image you show doesn't show our logo or branding so I cannot tell if it is from our website or not.

So, perhaps you can send me the entire email you received to k.mullins@techsmith.com so I can see if there is any other information there that we can use to try and help you out.

Please don't post an image to that email here in this forum in case it has personal information that others should not see.

Kelly
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Luis Roman

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I ordered via this url:
http://shop.techsmith.com/store/techsm/en_GB/pd/productID.289738300

This is the ordernumber: DRI*TechSmith order 9613587271

The order was placed with emailadress: luis@chimply.nl

Please refund or send me a key.
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Richard Campbell, Champion

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it appears that the website that you bought from is a fake. No legit store website would not have an SSL certificate. It appears that they copied Techsmith graphics and links to scoop up. Just type in www.techsmith.com (the real site) and compare it to the fake site url that you provided and it will show that you were conned, Sorry!
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Kelly Mullins, TechSmith Employee & Helper

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Hi Luis,
Thank you for this information.
We are looking into this.
Kelly
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Joe Morgan

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Looks like a real site to me. I put an item in my TechSmith. com cart a long time ago. I never purchased the item. It's also in the cart on this website. http://shop.techsmith.com/store/techsm/en_GB/pd/productID.289738300

I find it hard to believe this website is not TechSmiths.
If it was, how could they possibly know what's in my TechSmith Cart???

Regards, Joe
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Kelly Mullins, TechSmith Employee & Helper

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Hi,
This is our store website. We have looked into this and confirmed it all on our end just to make sure.
Thanks everyone for looking into this! We appreciate your diligence.

Luis, it looks like you might have cancelled your order so it didn't go through the system. That is why you did not receive a key.
 
However, someone from our Customer Support will be in touch with you now that we have the information we need to dig a little deeper into what is happening.

Kelly
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Richard Campbell, Champion

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A note to Techsmith sales and legal - you probably need to do an internet sweep, Even some previously legit sales websites like ,journeyed.com and academicsuperstore.com have  fallen into tough times and are not servicing customers well.
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Kelly Mullins, TechSmith Employee & Helper

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Thank you Richard.
We are on this.
As always, we appreciate your help.
Kelly
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Richard Campbell, Champion

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I am extremely cautious in buying and banking online. I get at least 3 phishing Paypal emails per day. Even legit sites - like journeyed.com - who was cut loose from their hedge fund moneypot - is suspect,
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nayelillg8

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Hi! I have a problem instaling camtasia, because it requested my key. But I don't have a key. They didn't send me a key to unlock the application
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Joe Morgan

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It usually takes a while to receive your key. It will be sent to the same email address you purchased the program. "Just few hours in most cases" Keep checking your email and look in your Spam Folder as well.
If you installed Camtasia and your free trial hasn't expired  you can use the free trial until your key arrives.
Hope this helps
Regards, Joe
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Kelly Mullins, TechSmith Employee & Helper

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Hello,


I'm sorry you are having trouble.


Is this your first install and purchase? If so, you were sent an email that had your key and account information in it.


Would you please check your email?


If it is a reinstall, you can use the key lookup service to get your existing key.


Kelly

User Assistance

TechSmith
(Edited)