Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****ller assuring me that its a valid and functional license (who proceeded to give me download links), I request that Corel restore my account status by removing the invalid license keys or taking necessary measures.I urge Corel to: 1) Restore my 2019 license functionality immediately along with my corel account and remove all invalid licenses from my account to enable functionality, avoid future issues (copying serials when reinstalling) before i will make any future purchases. 2) Provide a clear explanation for the disabling of my valid license 3) Take measures to prevent similar situations in the future Previous Attempts to Resolve:I have contacted Corel Support, but the issue remains unresolved; i have sent emails to every possible pathway within the company without solution. Desired Outcome:My Corel account fully functional as it was before the 2024 license *********** a result of this experience, I have lost trust in Corel products.

  Business Response

  Date: 04/10/2024

  Hello,

  We see that you are in talks and a potential remote session with one of our technical support agents.

  Please advise if you need further assistance.

  Corel Customer Support 

• Initial Complaint

  Date:24/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22192128
  
  I am rejecting this response because: None of the suggestions have worked and I am being told to do the same things over again and over again. I would like a refund but I am still willing to give corel a chance to get their software working. At this time it crashes every time I attempt to resize an image.
  
  Sincerely,
  
  **** V

  Business Response

  Date: 27/08/2024

  Hello,

  Thank you for your message. Your support ticket was updated and includes new recommendations to help with the issue you are experiencing. Please follow those instructions and reply to your support ticket with any findings.

  Corel Customer Support 

  Business Response

  Date: 20/09/2024

  Hello,

  As per the customer's request, we have refunded the ******** version. The customer should see the refund on his statement within 3-5 business days. He will have to uninstall the 2023 version as the serial number will be expired.

  ********************** Customer Support 

  Customer Answer

  Date: 21/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** V

• Initial Complaint

  Date:16/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought Corel Video Studio Pro 2022 - on Nov 28 2022 in preparation for starting a You Tube channel at the end of Jan. I downloaded the trial and tested the functions of the program to see if it was gonna work for me and it did everything I needed it to do. Jan 28th exactly 2 months later I started to use Corel video studio pro 2022 - Instantly the first use- The program would crash in the middle of building a movie but luckly for me the program would auto save so id only loose a little bit of my work apon re-opening so I worked with it for about 2 weeks with this happening sometimes up to 20 or 30 x crashing to make a 15 min video. I moved to 4k video mid Feb and the program would render my movies wrong, putting clips out of order, sound where it wasnt and sometimes even rendering a blank file. with the program still crashing and me not being able to render any movies. I contacted Corel and have spent MONTHS in email form trouble shooting the program. The first thing they had me do was send them a very invasive WinAudit that i was not happy to send them. WinAudits provide them with tons of my personal information on my computer. So i sent it, they sent me back instructions how to fix it, I followed their instructions for 3 months back and forth back and forth and NOT A SINGLE THING HELPED OR FIXED IT. The last instructions were to remove the program and reinstall - FIne I removed it and followed their instructions to reinstall- IT WILL NOT RE-INSTALL - they want me to send them another win audit and continue this for months and months and Im saying this program is faulty and why should i have to endure this as a customer.?! its never worked properly and always crashed, now it wont reinstall and they refuse to refund me or give me any help me unless i send them a winaudit. I paid for a working program- I got nothing from them at this point that is useable to me. Ive installed 2023 version trial with no issues- HOW IS THAT POSSIBLE if my version wont install?!?

  Business Response

  Date: 17/08/2023

  Hello ***,

  We appreciate you letting us know the trouble you were having. Our apologies it had to resort to you having to come to the ***. Please check your emails and we can correspond through there.

  Kind Regards,

  ****

• Initial Complaint

  Date:28/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/22/23, I purchased Roxio for $109.98 via Cleverbridge from Corel. The same day, I requested that my purchase be refunded as the product lacked sme features that I neded. Corel aknowleged my reqqest by email. Within the reply email, Corel provided a link to initiate the refund process. In compliance with Corel's policy, I compleded thed and submted the documentation. Having not received any further response from Corel or Cleverbridge, I reached out to Corel ony to be told t"hat refund "we will not be able to process the refund now as we have a strict 30 days refund policy and the refund requests must be made within 30 days of the purchase date."
  
  My response to this information is to point out that 1. I did contact Corel timelly (aknowledgement is below) ; and 2. I completed and submitted the formal refund request. In response, I received a rather snarky ""To continue with your refund request, please follow this link: Start Refund", in order to start the refund process you had to click on "Start Refund"."
  
  My point is that first, Corel assumed that I did contact them untuil arter the refund policy sunset; Which is readly disputed by the aknowledgement that Corel was unaware. I did click the link. That said, I notice that Corel does not disavow receipt of my formal submission and compliance with the policy.
  
  Aknowledgement from Corel received 3/22/23:
  
  
  
  Dear ****** ********,
  Refund request information
  
  
  Thank you for your refund request for the following product(s): Creator NXT 9, Creator NXT 9 Blu-ray Burning Plug-in, Pinnacle Studio 25 Ultimate.
  An online refund depends on the refund policy of Roxio, on the product you have purchased, your purchase date, what payment method you used, etc. We will check this in the next step and your order may be refunded accordingly.
  To continue with your refund request, please follow this link: Start Refund
  For your reference, this link directs you to a web page containing all order-related information.
  If you did not request the refund, please ignore the email and the purchase remains active.
  
  
  Sincerely,
  ************ ******** ******* ************* **** *** * ****** ***** *** * ******** ** ***** * ****** ******

  Business Response

  Date: 29/06/2023

  Hello,

  Thank you for contacting Corel. Please look out for an email from Corel within the next few days so we can resolve this issue for you.

  Kind Regards,

  Corel Customer Support