Contacting the company
Does anyone know how to contact this company about their 30-day money back guarantee? I bought the program but cannot use it due to my computer's graphics card. I even had my computer tech try it. It's not compatible with my Windows 7. I keep writing but every time I get an auto-generated email and NO help.
Thanks to anyone who can help!!
Vicki
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Official comment
Hey Vicki,
Please contact our Customer Support team for all customer service/billing/refund issues:
https://www.on1.com/contact-on1/
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At the top of this page is a 'submit a request' button. You can either select 'billing' or send your info to tech support (PC specs, driver version etc) to see if it SHOULD work. Being late Friday you probably won't get a response till Tues or Wed.
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Rick, thank you so much for responding. I have sent several messages to "submit a request" for the past week. All I get is an auto-generated response that has nothing to do with my problem. I am in a photography group. One other member bought this program besides me, and having the same problem. No one is home at this company.
It seems I have run out of options. I have a pending dispute with my credit card company about it, just waiting to see what happens. I have a tech company that I use & I have also worked with them on this matter. They sold me this computer & say that is is not compatible due to something called "openGL 3.3". I have Windows 7. My friend has the same and it will not work for him either.
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It's unfortunate that your PC won't support On1. I'm wondering why your tech people can't upgrade the video and make it compatible, but that's not my business. As for On1, just be patient. Someone is home they're just busy right now. They have good support and will get back to you.
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I'm really glad to hear that. I did research the open GL problem. I have found that some people with Windows 7 are having the same problem that we have. Some of our members who have Windows 10 are not having this problem.
I guess the bottom line here is that I'm not willing to buy a new computer at this time. According to the program, Windows 7 is compatible. But that turned out not to be true. I am disappointed that this company doesn't have a phone number to get real help. It definitely makes me not want to buy this program when I actually do upgrade my computer. I hope you have had good luck with it!!
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It's true On1 doesn't have phone support but most of us are happy with the efforts On1 makes to help.
Photo raw does have some important specs that are required to make the program run, it's not just windows 7. If you do eventually upgrade your pc, I would suggest that you download the 30 day free trial first. If it all looks good, then concider buying it. Don't give up on Photo Raw, amateurs and pros alike are pleased with what it can do.
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Rick. Thank you so much. I did receive a real answer today in an email. They promise to refund me. And I actually wrote back & told her that same thing. Now that they will honor their guarantee, I plan on buying it in the future when I upgrade my computer. The free trial version first of course! lol
I really appreciate your input on this.
Vicki
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You can solve this problem by getting a new video card. That's all I had to change. I got the EVGA GeForce GTX 750 Ti with G-SYNC Support 2GB GDDR5 128 Bit, Dual-Link, DVI-I, HDMI, DP Graphics Card (02G-P4-3751-KR) from Amazon.ca (probably cheaper in the States) for $150.
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Jim, thank you so much. I consulted the computer techs that I bought my computer from. Mine is an older computer. We discussed this & decided that it would be better to just get a newer computer with some terabytes instead of spending money on the one I have. When I do purchase one, I plan to get this program.
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Vicki -
Can't argue with that. And it's always a thrill to get a new computer! Good luck.
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James, you're a little late on this one. ;)
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