Complaint Review: Dvdtox Aka Apollo Multimedia - Refund Issues Also Handled By Plimus

Email sent to dvdtox support on 22 June 2008:
I purchased your "#1 DVD Ripper" program and I am having difficulty integrating audio into the 'AVI' file. Following ripping a DVD to PC (using 'preview mode'), the program generates an 'avi' and an 'avi.ac3' file and never integrates the sound into the avi. What is the problem? Please respond ASAP. I am using the program to copy some DVDs for my daughter who is serving in Iraq - and it only successfully integrates sound in less than 50% of my attempts. TIA.

Resent above email to dvdtox support on 24 June 2008:
2nd request - see below - The "#1 DVD Ripper" product is failing to merge sound into the AVI file!

The following four emails received from Plimus support on 26 June 2008:
Email #1: Hello, The refund request for invoice # [removed] was just updated. Comments: VENDOR : Reply to customer - You have to log onto windows as administrator and close any other programe before you rip any DVD. The support team did reply to your email, maybe you just kept blocking emails from them.. To view the refund request status and comments, please visit the following link [removed link] Regards, The Plimus Team

Email #2: Hello, Per your request, a new refund request was opened in our system for order [removed]. Your comments: CUSTOMER : Other issue - Software does not perform as expected and NO SUPPORT - I mailed support requests to "support@dvdtox.com" (included below) on 22 June 2008 and again on 24 June 2008 - I have yet to receive *any* support response. Since my initial request for support, I have attempted to rip DVDs several times using different PC compatible formats with only four out of twenty-six attempts successful - and never two in a row. Please provide either a product that works or provide a refund.

Email #3: Hello, The refund request for invoice # [removed] was just updated.
Comments: VENDOR : Reply to customer - You have to log onto windows as administrator and close any other programe before you rip any DVD.
The support team did reply to your email, maybe you just kept blocking emails from them.. To view the refund request status and comments, please visit the following link [removed link] Regards, The Plimus Team

Email #4 (following their web site input): Hello, The refund request for invoice # [removed] was just updated. Comments: CUSTOMER : Reply to the software vendor - I am the administrator. There were no other programs running. There is no email block of your account to Yahoo. Support was not forthcoming until refund requested. Please refund.. To view the refund request status and comments, please visit the following link [removed link] Regards, The Plimus Team

Following input to the 'support website', the following email received from Plimus support on 29 June 2008:
Hello, The refund request for invoice # [removed] was just updated. Comments: VENDOR : Reply to customer - Here's another version of our DVD ripper with a brand new ripping encoder: iLead DVD ripper Please download the latest version of the software at [removed link] and install it. Here is your registration information of iLead DVD ripper user:[removed] code:[removed installation code] PLEASE COPY AND PASTE USER NAME AND REGISTRATION CODE DO NOT TYPE MANUALLY. To view the refund request status and comments, please visit the following link [removed Plimus link] Regards, The Plimus Team

The following email received from Plimus support on 2 July 2008:
Hello, This is a reminder in regards to the refund request for order # [removed]. This order is pending your response. Please visit the following page to see the current status: [removed link] Please make sure you add your response to prevent automatic closure of the dispute. Regards, The Plimus Team

The following email received from Plimus support on 3 July 2008:
Hello, This is an automated response. Most support issues can be resolved online using our self-serve support at: [removed link] NOTE: This support ticket is now closed. If you failed to obtain the required information from the link above, please reply to this email and we shall get back to you within one business day. Regards, The Plimus Team
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You wrote:
> Tried 'new' version of product. "iLeadDVDRipper" taking longer than 6 hours to burn 100 minute DVD (see attached iLeadDVDRipper.jpg of iLeadDVDRipper in operation).
>
> Killed program. Please refund.
>
> Michael Ross
> 15513 Juniper

Sent two email messages to support at Plimus on 3 July:
Email #1: Tried 'new' version of product. "iLeadDVDRipper" taking longer than 6 hours to burn 100 minute DVD (see attached iLeadDVDRipper.jpg of iLeadDVDRipper in operation). Killed program.
Email #2: Please refund. REQUEST FOR REFUND-Attached iLeadDVDRipper.jpg of iLeadDVDRipper in operation sent in direct e-mail regarding

Email message sent to dvdtox support and copied to Plimus support on 4 July 2008:
This is the third submission of this screen shot to support@dvdtox.com showing time expended and time remaining to conclude ripping a 100 minute movie following ***default setup*** of replacement software "iLeadDVDRipper." Ripping stopped after six hours - ripping time would have ****exceeded ten hours.**** I do not wish to be part of a software debug. This is my sixth request for a refund. Please refund. No further communication is necessary. The email documentation regarding our communication for the refund request is available for review.

Email message sent to Plimus support on 6 July 2008:
The refund request for the defective product should not be closed - nothing was authorized at this end - and the replacement product is worse. I still request Plimus/dvdtox to a post a refund for the defective/ineffective product - an option, which is displayed on the Plimus web site. Please see attached e-mail documentation of requests to Plimus and 'dvdtox' support for refund.

DVDTOX is using 'Plimus', an e-commerce service, as a go-between resolving their support issues and disfunctional products.

Michael
Oklahoma City, Oklahoma
U.S.A.