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:01/15/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Cyberlink software was promoted by ******************* on the box of its BDR-XD08B DVD Writer/Player, but on downloading the application software it has no instructions and it doesn't open or operate inherently.Consumers like myself waste our valuable time futilely attempting to make these inferior software programs work, after spending our money on equipment that has been promoted with this type of inferior *********** a consumer I'm fed up with phony, pie-in-the-sky promises of merchantability that place the burden of the products' functionality on the consumer. Consumers are not tools to be used by obvious corporate clown shows like Cyberlinks, which doesn't provide product functionality without consumers expending extensive valuable resources of time and money to make their products functional, in addition to providing all their privacy information as a precursor to receiving the downloads.

  Business Response

  Date: 01/17/2025

  The software mentioned in the complaint is a hardware bundled software, which CyberLink only deliver the software to the hardware manufacturer and not in control of the contents or the documents inside the hardware package. Meanwhile, CyberLink software can be installed by general 3rd party software installation protocal of Windows system. Customers are welcome to contact our tech support team when ever they have questions regarding our software.   

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22813085
  
  I am rejecting this response because: 1. the response is false, as the software was not delivered to the hardware manufacturer.

  2. Cyberlink has a contractual arrangement with Pioneer, & thus can stipulate how its products can be presented by Pioneer.

  3. Cyberlink's claim of the availability of contact assistance is ludicrous, as it's contact procedures are designed to avoid contact with consumers, by exhausting consumers through convoluted menus leading to dead ends,  resulting in futile attempts to make contact, until the consumer ceases trying to make contact.

  4. The Cyberlink response was so poorly written, that it is suspect of being an auto-generated AI response, further indicating Cyberlinks aversion to making contact with consumer end users of its products, or of Cyberlink taking their consumer end users seriously.

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/20/2024

  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 purchased PowerDirect 20 Ultra from ******. Worked good. Had a computer crash and had to reinstall I tried to get another download. The Amazon link did not work. I emailed CyberLink support with the ****** invoice. Also, I logged into their site and see my license and lifetime owner of the software. I sent them a copy of both receipts. They rejected them. I gave them the clarification's they asked for. Looks like they are not wanting to download the software. They can look up the order on their Amazon account.

  Business Response

  Date: 10/10/2024

  Hi BBB complaint team,

  The issue the user encountered should have already been resolved on 9/20.

  On 9/20, we provided the user with a newer version, PowerDirector 21 Ultra, including the download link and product key, and we found that the product key had been used on 9/20. Therefore, the user's issue should have been resolved. We will contact this user again to check if he has any further questions for our product.

  Thank you. 

   

• Initial Complaint

  Date:07/09/2024

  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 Cyberlink Director Suite and paid ****** USD for the year.I used 3 credits in generating content as I was testing the program.I sent them three messages requesting refund (it's been less than a week since purchase).They have a 30-day guarantee, but refuse to refund me ANYTHING, because of the three credits that I used.They won't even refund me minus the cost of the three credits.I'm not satisfied with the product as there are much easier and more powerful ones on the market. They are not honoring their moneyback guarantee.

  Business Response

  Date: 07/09/2024

  The customer's order has been refunded. 

• Initial Complaint

  Date:04/08/2024

  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.

  This company sells lifetime licenses for software, then they let it expire and make it impossible to update, rendering your "lifetime license" absolutely worthless. False advertising, selling a fake product, and this is done intentionally to make people keep buying more subscriptions and updates.

  Business Response

  Date: 04/10/2024

  This customer contact ********************** Support team on 5th April via CyberLink *************** and create a support ticket ID "***********", which contains only texts description. In this support ticket, what this customer complaint is there is a watermark on his video, which is produced from the software called PowerDirector. Without other information provided, we tried to help the customer to resolve the problem and responded the support ticket on 6th April.

  According to the texts description, we judge the customer installed an incorrect software version. This customer was acutally installed a PowerDirector Esseitnal version, which is not the software version purchased by the customer. PowerDirector Essential is a trial version and it is expected that there is a watermark on the video produced by PowerDirector Essential (a trial version).

  What the user actually purchased is PowerDirector 21 Ultimate, which is a lifetime licensed software. In the responses of the support ticket CS002797273, we suggested the user to install the correct version so the produced video wont have a watermark on the produced video. The lifetime licensed version PowerDirector 21 Ultimate does not force users to upgrade and has no watermark on produced videos.

  In additional, we have sent an additional email to the customer on 10th April. To provide ***** Ultimate download links and the installation instruction again. To help the customer to install the lifetime licensed software he actually purchased.  

• Initial Complaint

  Date:11/14/2023

  Type:Billing 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 was fraudulently charged an automatic payment for a service in which I opted out of auto payments.

  Business Response

  Date: 11/17/2023

  Hi BBB Complaint team,

  We've reached out to this user and clarified that the renewal order generated on November 8, 2023, is not fraudulent. The user was informed about the auto-renewal, and the auto-renewal setting was deactivated after the renewal date.

  Please refer to the email we sent to this user for further details.

  -----------------------

  Hi *****,
  
  We are sending this email in response to your complaint filed with the BBB. Complaint ID: ********.
  
  Please be advised that our subscription products come with an auto-renewal activated by default once the purchase is complete. This is clearly outlined in our Subscription Agreement.
  
  Users have the ability to deactivate the auto-renewal at any time through CyberLink Member Zone, as indicated in our FAQ (**************************************************************************)and on our shopping cart page.
  
  To ensure our customers are well-informed of their upcoming renewal orders, we send notification email 30 days prior to the renewal date. This allows users to cancel the renewal before the renewal date or get in touch with our customer service.
  
  Upon checking, the reminder notification was sent on 2023/10/10, while your renewal order was created on 2023/11/8. The auto-renewal was deactivated after the renewal order was created.
  
  For your request, we will process a full refund for your renewal order (#*********). However, we noticed that on 11/8, you initiated a payment dispute with PayPal.
  
  This action necessitates our shopping cart vendor to address the dispute with PayPal, verifying the legitimacy of this transaction and confirming it is not fraudulent.
  
  Please note, until this dispute is resolved, we are unable to proceed with the refund process.
  
  We suggest you to contact PayPal and close this dispute. Once the dispute is closed, please inform us, and we will instruct our shopping cart vendor to process the refund.
  
  Should you need further assistance, feel free to contact us back for further clarification.

  -----------------------

  Thank you.

• Initial Complaint

  Date:11/07/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 PURHASHED SOFTWARE FROM CYBERLINK *************************************************** WHICH WAS SUPPOSED TO BE FOR LIFETIME USAGE. I HAVE BEEN USING THIS SOFEWARE AND THE PRODUCT *** SUPPLIED WITH THE SOFWARE, BUT RECENTLY I HAD TO REINSTALL WINDOWS ON TO MY COMUTER WITH DELEATED ALL MY APS INCLUDING CYBERLINNKS PRODUCT "POWER DIRECTOR 13" WHEN I TRIED TO REINSTALL THE SOFEWARE USING THE SAME PRODUCT *** I HAVE BEEN USING FOR SEVERAL YEARS I WAS DENYED!! I CONTACTED CYBERLINK WITH ALL THE **** THEY REQUESTED AND I AM NOT GETTING ANYWHERE!! BECAUSE OF THIS I CAN NOT ACCESS OR USE ALL HUNDREDS OF FILES I HAVE CREATED OVER THE LAST SEVERAL YEARS!! THIS AMOUNTS TO THOUSANDS OF HOURS OF WORK!!! I NEED MY *** CODE REACTIVATED!!! PLEASE HELP ME!!! I AM ENCLOSING A PICK OF THE *** CODE AND PROOF OF PURCHASE. IN ATTACHMENTS.

• Initial Complaint

  Date:10/22/2023

  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.

  They only have office hours during the workday and refuse to correspond about their software turning every photo blue and/or locking up so that you lose EVERYTHING

  Business Response

  Date: 11/07/2023

  Hi BBB Complaint team,

  We've reached out to this user in response to his complaint on November 4th. Our response includes the following:
  
  - Guiding the user on how to view our earlier responses to his questions about our products through our member zone.
  - As per the user's request in this complaint, we have processed a full refund for his purchase. The user should expect to receive the refund within 7 working days.
  
  We offer a 30-day money-back guarantee for all purchases made on our online store. In this case, the user did not request a refund during his contacts with our online support team.
  

  Thank you.

  Customer Support from ********************** Headquarter

• Initial Complaint

  Date:07/26/2023

  Type:Billing 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 attempted to purchase a monthly Powerdirector 365 plan for my computer. I don't have a credit card so used my **** debit to attempt to purchase, I got an error that it couldn't process even though I had more than enough money in the account. I assumed this was a result of your system not being able to process **** debit card payments so I asked my boss if I could use her credit card to make the purchase as it was for business. She agreed but suggested we purchase the year long subscription to save money. I did so and the card was successfully charged. The reference code for this order was 395247292.I then checked my banking and saw that my card was charged twice for the monthly subscription (this is in addition to my boss having already paid for the year long subscription, all on the same account). I contacted ************, your payment processing company, and was able to get them to reverse the 2 monthly charges (after many many many attempts) while leaving the charge for the yearly plan alone so I kept access to the premium features. This all happened only a few months ago. I have now lost access to Powerdirector 365 and only have the free version. In the purchases section of my account I only show a monthly subscription which has expired.I have now contacted the business to regain access 4 times and have not heard back once, other than a message which indicated that I was lying about the issue existing.

  Business Response

  Date: 07/27/2023

  Hi ****,
  
  We hope this email finds you well. We are writing to address the concerns you raised to our support.
  
  Firstly, we are deeply sorry for an unexpected situation that led to the cancellation of your PowerDirector 365 annual plan after the refund for the monthly plan. Please know that we take such incidents seriously, and your case was already handled and escalated to the relevant department for further investigation and resolution.
  
  To ensure you can use PowerDirector 365 as soon as possible, we have manually activated your PowerDirector annual plan. And, now you can find it and access it through your member account.
  
  We understand, in this situation, we should have sent you an email to keep you informed of the progress. To express our sincere apology for the inconvenience you went through, we have made up for the time you couldnt use PowerDirector365 and provided additional 3 months for free to your PowerDirector 365. That means the expiration date has been extended from 2024/4/27 to 2024/10/27. We hope this extended access allows you to enjoy our product with a smoother experience.
  
  Again, your support means a lot to us. To prevent similar issues in the future, we will be taking a close look at our system and enhancing our overall service quality.
  If you have any further questions about our product, please do not hesitate to contact us. We are here to help.
  
  Thank you for your understanding and for giving us the opportunity to address these issues. 
  
  Sincerely,
  
  ******
  Customer Support Manager

• Initial Complaint

  Date:01/13/2023

  Type:Billing 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.

  This PhotoDirector App, advertised a "Free 7 day Trial," however, in order to proceed with the free trial, I had to add my payment card. I added my pymt card for the free trial but my card was charged for the full amount of this app of $19.99. I have sent 4 emails and no response!!! I tried calling it's all automated!!! I am unable to access my payment or account info while in the app.

  Business Response

  Date: 04/12/2023

  Hi BBB Complaint Team,
  
  We will contact this user within today. Here are our response to this complaint case for your reference:
  
  1.     For the refund request, with the email address ************************** we can locate the purchase information for PhotoDirector App and just processed a full refund per the users request.
  Here is the details of the purchase information. The user  will receive the refund within 5-7 working days.
  Purchase date: Jan. 10, 2023
  Order no.: GPA.3359-3311-8427-64988
  2.     Regarding the users complaint about no response from CyberLink Customer Support, upon checking in our support system, we didnt receive any inquiries submitted from this email address (***********************).We will check with this user further to verify the email address/website URL she tried to reach. 
  
  Best Regards,
  *****************
  Senior Specialist
  CyberLink **********************

• Initial Complaint

  Date:12/14/2022

  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 purchased Cyberlink's Power Director software about 12/11/2022. I paid about $52. In order to receive the download, it asked for password. When I click on the link provided to set, there has been no response. It's not in my junk file and I have done this repeatedly over the past 3 days. It just keeps sending me in circles. I finally decided that I wanted the software badly enough to purchase it again, so I used my personal email address instead. I figured I could log in through ****************** with that email, but it just keeps telling me that email is already used. So, it routes me back to setting the password, and around we go again. I don't want my money back, I just want the software to download.

  Business Response

  Date: 04/12/2023

  Hi BBB Complaint team,
  
  The user cannot activate the purchased PowerDirector 365.
  We sent the reset password link on 2022/12/14, and on the same day, the user filed the complaint with you.
  We have contacted the user again to confirm the concern.
  
  Best Regards,
  *****************
  Senior Specialist
  CyberLink **********************