- Report: #1354223
Complaint Review: Explaindio LLC - Internet
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Author Not Confirmed
Why?
Explaindio LLC
Internet, USA
Web:
http://explaindio.com
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Explaindio LLC Andrew Darius - Explaindio LLC Explaindio Video Software Ripoff Internet
I first purchased video software from Explaindio in 2015 and found it not terribly useful without buying a lot of upsells which I didn't do. It was also very complicated and difficult to use. When I tried to use the software recently again, I realized I didn't have the most current version even though in my account it said I had lifetime explaindio 3.0 upgrades. When I approached the company about an upgrade, they told me that license meant something different and I had to buy the software again and buy it every year at a cost of $69. (I have a complaint pending with the FTC over this as I feel it borders on fraud).
I felt this was deceptive but wanted the software so i bought it and 2 upsells that would give me templates for creating animated intros and outros and another product was for creating transitions. You learn quickly that everything you do with Explaindio requires an upsell.
When I made the new purchases, my original member area was changed so I could not view what I purchased before from the same login. I download the products but struggled to find training. there was no section for training or link to support from the member area. When I finally found a link to training, it took me to a page which was filled with upsells and no training.
When I tried to access the 3D animations, they were not labeled so you had to click on each one and open it in the software to see what it was. This frequently caused the program to freeze up and the software had to be closed and reopened (control alt delete) so all my work was lost.The animations clearly were not templates - though complex animations, the ones I saw were nothing I would be able to use for local business video which I bought this for.
The company has a very slow response to support. I had put in a ticket (somehow as I don't know how to get back to their tickets) on 1/29 and today on 2/5, I still have no response. Explaindio is probably good software if you buy everything they have and don't mind wasting your time opening files that are not labeled and that cause the program to freeze up. But be prepared to save your work constantly and muddle your way through tutorials online that are marginal at best. I would not recommend Explaindio to anyone who wants to create video without a lot of trouble. And also note that all the reviews online give them glowing praise but are by affiliates who make money on selling the product or the company themselves.
1 Updates & Rebuttals
Complaint Withdrawn
#2Author of original report
Sat, February 11, 2017
I am withdrawing my complaint against Explaindio. The manager of Explaindio was away during the time that I was trying to get support. He was out of town for a family event and was not aware of my problem. When he returned, he immediately contacted me - this was before he was aware of this complaint so his customer service was not prompted at all by the complaint.
The manager apologized and took steps immediately to solve my problems and answer my questions. I am more than satisfied and do not wish to leave this complaint out on the internet where it will damage the company’s reputation. They absolutely do care about their customers and are even using some of my suggestions to improve their labeling and messaging so that customers have a better user experience and avoid the frustrations I was having.
Complaints are intended to warn consumers about companies with bad practices who are unethical, deceptive or unlawful. Explaindio is none of those. They are a good company with a good product. I would highly recommend them.
