PrimoSync

Victim Location 89074

Total money lost $39.99

Type of a scam Online Purchase

Please note this business does not list a postal code, phone number or physical address. The only information listed is a location "Los Angeles World, 1 World Way, Los Angeles, California, United States" and an email address. The email address is the only way to contact them. On August 22, 2019 I purchased "Primo iPhone Data Recovery for Mac" software from an online company named PrimoSync. When I tried to enter the license key for activating the product, a message pops up stating "Your registration is failed, error code: 7! Please contact us for solution". I went to their website to contact the company but the don’t have an address, only city and state. There is no phone number to call the company, only an email address. I emailed the company on the same day I purchased the product stating the issue I was having. The company responded with "registration failure is usually caused by spelling mistakes or unstable Internet connection" and "if it still fails, would you please send us your Order ID and license code so I can check it for you?" I tried again and it still failed so I messaged them the information they asked me to provide. In this same email I asked for a refund of my money since the software wasn’t working and online the company advertises "60-day money back guarantee". PrimoSynce responded with "based on our Refund Policy, we are sorry for we cannot refund you if our software works normally." They asked me to send them the log file on the software for them to review and I replied with the information they asked for. The email response from Primo was "considering that with Primo iPhone Data Recovery, you can recover the lost data. Would you please give us the last chance to solve your issue?" And "I tested your license code and it is still valid. Would you please make sure a good Internet connection and try to register again?" They asked for the log file again too. I did what they asked and more. This time I sent the log file and two screen recording of my computer screen which shows my wifi is connected and me entering the license code four different ways: uppercase, lowercase, with dashes and without dashes. The response from Primo was they were looking into it. I emailed to ask for a refund again and my email stated the following: "I have provided all the information your company has asked for. My videos show I’m doing everything right and the software is having issues. It’s the company’s side where the problem is occurring. Because of this, I would like a full refund. Your website advertise "60-day money-back guaranteed". I don’t want to use a faulty software which should be understandable. This is the last time I’m asking for a refund. I’ve gave the company enough notice. My next step will be to report you to my bank. You stated the following "based on our Refund Policy, we are sorry for we cannot refund you if our software works normally." This statement shows our contract has been broken. Please provide the refund. Thank you." Primo’s email response was this "Our dev team checked your issue and your license code is invalid due to tech issue." Yet Primo again stated they won’t provide the refund and asked me to try using the license code once more. Primo stated I would get a refund if the software wasn’t working normally and they’ve acknowledged in the last email the problem was software "tech issues" but still refuse to give me my money back. I’ve been trying to work with this company since August 22, 2019 until today, August 29, 2019. Because of everything I’ve reported, I believe they never intended to refund my money and will not do so. The website is a scam or they are committing fraud.