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:03/12/2022

  Type:Product 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.

  On Saturday November 26 2022 I purchased a video editing software from one of Corel's products: PInnacle Studio 26 Ultimate. I have had this product before and having bought a new computer the previous day I decided to upgrade to the latest version. That same day I began to edit a video and realized that a large group of video transition effects wasn't working properly. I initially sent an email to technical support. I received an email saying that the problem would be looked at and I would be contacted shortly. I wasn't. The next 3 days I called customer support. I was told every time someone would contact me shortly. Finally, after 4 days from my initial complaint I was contacted by an engineer who asked me to send a video showing the problem as well as a ******** and ******** files. I sent him everything he asked. His reply was that he would need help from a higher level. The following day I was contacted by another engineer. He said he had passed my issue and that I would be contacted. No one has contacted me since. I have continued to call technical support but my issue has not been resolved nor have I received a refund.

  Business Response

  Date: 04/01/2023

  Hello,

  We see that you have requested the refund, please let us know if you need anything else.

  Corel Customer Support 

  Customer Answer

  Date: 04/01/2023

  
  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,
  
  ******* ******

• Initial Complaint

  Date:28/11/2022

  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.

  I Ordered a Digital Product called a Motion Graphics Bundle for Video Studio Ultimate 2022 Software as described below. I didn't receive the product or a link to download it. My bank account shows that they have taken my money. I went to their support site and submitted a trouble ticket and when I heard nothing back by the next day I called their customer support phone number and a customer service associate set up a support ticket as their following message shows: "Dear Valued Customer, Thank you for contacting Corel Support. This message has been automatically generated by the Corel Support Portal, in response to your support request "Motion Graphics Bundle Vol 1 for VideoStudio - Download link". The Ticket ID created to track your request is [Corel ********]. When replying, make sure to keep the subject line [Corel ********] Motion Graphics Bundle Vol 1 for VideoStudio - Download link unchanged. Corel Support representative will review your request and send you a personal response shortly. Sincerely, The Corel Support Team " I still haven't heard anything back from this company and feel ripped off. Please help if yoiu can and thank you very much. ***** ******* Description Unit price Qty Amount Motion Graphics Bundle $29.99 USD 1 $29.99 USD Subtotal $29.99 USD Total $29.99 USD Payment $29.99 USD Payment sent to ************************** Payment sent from ******************* ******* ** ********** *********** ** *****************   Transaction date Nov 24, 2022 21:42:36 EST Merchant Corel Corporation ************************** ************

  Business Response

  Date: 08/12/2022

  Hello,

  Our sincere apologies you were unable to install the product your ordered. We see that you have been assisted and have been able to resolve your issue. Please let us know if you need anything else.

  Corel Customer Support

• Initial Complaint

  Date:27/10/2022

  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.

  Dealing with Corel software Australia regarding PAINTSHOP pro. Problem was the removal of geotagging facility from the ultimate program used to prepare a magazine for our veterans volunteer group. While technical support responded and instructed us to remove the program completely and then reinstall, the serial number we were originally provided no longer operated with the new installation- and we have asked technically support to help. They now will not answer our call for help -we are being totally ignored. I have the following service ticket numbers, ***** * ******* ** * *** **** * ******* ** *** ** **** *** ******** ** *** ** **** The telephone no published for Australia ********** seems disconnected, and even a direct email to the one and only technician is being ignored. This is the person who instructed on the program removal. As I followed instructions given by the tech would appreciate a operational serial number, rather than having to buy a new 2022 program as this one was only purchased this year.

  Customer Answer

  Date: 07/11/2022

  Regarding this complaint lodged about the lack of response from Corel Corporation, I have now had several responses from that Corporation and Technicians have solved my problem.

  Regards

  **** ****** ** ******* ***** ******** *** ****

  Australia

   

• Initial Complaint

  Date:20/09/2022

  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 a Corel product (Painter 2023) on August 15 2022. There was an issue with the application as it was missing a part of the UI which was vital to a work file I was engaged on. I submitted a technical support ticket and telephoned for technical support. Through the phone support I was advised to throw out the original program and pay for a second program. I was told that my original payment would be reimbursed automatically within a few days. This never occurred. It is now over a month since the second payment. I submit the two bank lines below. The amount paid for the first program has never been reimbursed. There also does not seem to be any attempt on the part of Corel to address the issue of the missing program UI. No explanation is currently forthcoming Chequing 9/6/2022 **** ***** ******** **** COREL -269.00 Chequing 8/15/2022 **** ***** ******** **** COREL -269.00

  Business Response

  Date: 20/09/2022

  Hello,

  Please be advised we have submitted your refund request for the first order you purchased. We now have a level 2 technical support agent looking at your ticket who will reach out to you directly with the information you've requested.

  Kind Regards,

  Corel Customer Support 

• Initial Complaint

  Date:01/09/2022

  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 asked a simple question, why does my software's EFFECTS menu seem to be missing choices? I tried online CHAT and the tech was NOT able to look at his own screen and tell me if his menu (in this program I bought) was the same as mine (wow that's incompetent). They said they would refer it to a higher tech. SO, I replied to the support email with my case# sent to me. By email I asked them to please JUST simply tell me what choices I should have under the EFFECTS menu. The reply was for me to send details of the problem (I just had, why did they not read it?). So I sent a screen capture, their reply was to reinstall the program - it did not change anything. I asked again, they said to send a screen shot AGAIN - BUT it already was in the last email I had sent!!! I sent the screenshot yet again - their reply was that I should send more information (Now I know there is no intelligence behind these emails, no one is reading them). I asked again, they said to send a phone number - I did. ------- SO then I tried calling support SIX times and every time I was hung up on before a tech would answer. Sometimes it took 5 minutes, sometimes 17+ for the line to hang up. Once I head a voice not talking to me for 1 second and it clicked off, so I know they must be dropping the lines on purpose. Sometimes their was hold music, other times there was no hold music, just dead silence. How infuriating and useless. Dropped call 6 times. NO ONE SHOULD BUY from this company.

  Business Response

  Date: 07/09/2022

  Hello,

  We apologize for the inconvenience this has caused you. We have escalated your concern to our level 2 technical support in hopes that they will be able to answer your question. Please look out for the email from them and let us know if you need anything else.

  Corel Customer Support

  Customer Answer

  Date: 07/09/2022

  
  ********** ********
  
  I am rejecting this response because:

  This is their same canned response I already received and that I see from dozens of people online complaining about them. It is an answer they have already used on me to delay my question.

  WHY reject their answer?  I have ALREADY been sent to level 2 support twice and that supposed higher level of support used canned emails, they repeatedly ignored my one simple question and kept asking for information or for me to take actions not related to my situation - actions that had nothing to do with the I asked question. 
  

  
  It has become VERY clear that No one is actually reading the emails in their advanced support. They even asked for my phone number once and never called, then followed up repeating previous useless emails. My question I needed answered is easily answered by ANY employee by simple opening up their own program and telling me what items they have under the menu I asked about. It's a dirt simple answer that even their LIVE Chat person online could not answer. Apparently their support people don't even have a version of their own program to look at.
  
  So, after at least 7 responses to me, NONE of those emails or chat answers ever just answered a simple question about the software they offer. Their support system is ONLY to delay people until they give up. I read dozens of users who just gave up, and they were long time users of this companies programs. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 08/09/2022

  Hello,

  I hope you received the answer from 2 days ago... This section is used to show plugins for Painter when they are installed like KPT. This was used in early version of Painter. Rest assured that nothing is missing from the Effects Menu with your copy of Painter 2021.

  Corel Customer Support 

• Initial Complaint

  Date:04/07/2022

  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.

  purchased\on may 3 2022, payed 79.99 been tring to reinstall it but its saying serial number aleady in use then it says call support for further help. i have contacted support but they just keep tellin and send me case number saying that we was talkin i have nevered used the program can u please get me another serial number asap ive sent screenshots of the problem and still no resoultion! all im asking is for a refund so i can get a new serial number1 thank you

  Business Response

  Date: 04/07/2022

  Hello,

  Our apologies you are having issues installing your product. An email was sent to you with a work-around. Please try that as it should solve your issue.

  Kind Regards,

  Corel Customer Support