Money Back Guarantee

tommc4

Well, I am one of the folks who is very unhappy with V4.x of 1Password. The new version, IMHO, is horrid. The company has a page that SAYS it will refund my money, located at

[url="https://agilebits.com/home/money_back_guarantee"]https://agilebits.com/home/money_back_guarantee[/url]



If you read the page, it says CLEARLY:

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"We are so confident you will love our products that we offer a [b]30 day Money Back Guarantee[/b]! This is no joke or gimmick; we truly want you be fully satisfied with your purchase, even if that means we need to refund your order.



How do I receive a refund?

It depends on your method of purchase.

If you have purchased from the Apple App Store, simply [url="https://agilebits.com/contact_us"]contact us[/url] and provide your App Store receipt. As we do not operate the App Store we are unable to refund your money directly. Instead we will provide an iTunes gift card or PayPal transfer of similar value where possible.

[b] Buy Now With No Risk

You can [url="https://agilebits.com/store/standard"]purchase right away[/url] without any worries. If you are not 100% satisfied with any product for any reason, simply [url="https://agilebits.com/contact_us"]contact us[/url] for a refund."[/b]



================================================================================================================================

That, my friends is a joke. Here is the response I got from support when I asked for a refund:



"I'm sorry to hear that you're dissatisfied with your purchase of the 1Password mobile app! We certainly don't want any of our customers to be unhappy. Unfortunately, since the App Store is managed by Apple, we're not able to refund your money ourselves. You will need to contact the iTunes Support team for help with this:"



The email was signed by Ben Woodruff, Positive Experience Architect, AgileBits

Obviously, they talk a great game, but won't follow through on their guarantee. They are now totally ignoring my email requests for a refund. I know it's not a lot of money, but it IS my money, and this is a STRONG indicator of how they will treat customers in the future. .



I started looking around for a new ewallet, and happened across one I had used back in the late 90s and early 2000s by Illium. I contacted them, and my license for the desktop version was still in their files, so I got the newest version at no charge. I purchased the program from the app store for my iPhone, and now have a great system. THAT is customer service.



It is verydisappointing that Agile bits is chosing to be less than honest with their customers; promising a guarantee that does not exist is no way to do business. I really hope it bites them back really hard.



Tom McElvy

BikerBob

Hi Tom,

I may be wrong, but I believe this method of getting a refund for anything purchased via iTunes or the App Store is forced on us and the companies we purchase software from via iTunes and the App Store by Apple, Inc.



I hate it too. There should be an easier way.



We miss you, Steve.

khad

Tom,



I sincerely apologize for the confusion. As Ben mentioned, we are not able to directly "refund" any App Store purchases ourselves, but we want to make sure you are completely satisfied with 1Password and, if not, that you are at least completely satisfied with AgileBits and the way we take care of folks. We recently changed our Guarantee wording to include the iTunes Gift card or PayPal refund, and this change had not been fully communicated to the entire team. We have a long history of going above and beyond as I think our recent [url="http://learn.agilebits.com/1Password4/iOS/transition.html#i-love-supporting-good-software-but-i-literally-just-purchased-a-few-weeks-ago-is-there-anything-you-can-do"]policy for folks who purchased 1Password 3 for iOS after 11-15-2012[/url] demonstrates.



I don't know of any other software company that is doing that for App Store customers.



Additionally, I want to apologize for the extremely long delay in replying to your numerous emails. As you might imagine, around the time of a major version launch our inboxes are much more full than they normally are, so response times are much lower than we would like them to be. Normally we reply to everyone within 24 hours and often within minutes. We've not been able to meet that internal goal this close to the launch of 1Password 4 for iOS, but we are getting closer to that every day.



Each additional email you sent bumped your message to the back of the queue since the ticket's "age" is based on the most recent message in it. Each time you sent a follow up, it moved your message further and further from the oldest end of the queue. (It's sort of like hanging up while on hold and calling back. Your place in the queue is reset when you do.) We work from the oldest end in order to be fair to everyone by replying to folks who have been waiting the longest first. It is obviously not a perfect system as this instance clearly shows, and it shouldn't be your problem. However, I did want to make sure that you knew we were not ignoring you intentionally. Normally the best advice is to just sit tight and await a reply so you don't lose your place in the queue, but when response times are not as fast as they usually are that can be very frustrating. Again, we are hoping to have response times back to normal levels as soon as possible.



Please let me know if you have not received Jeff's email with the refund and additional gift. I'd be happy to assist you further.



Happy Holidays!

Steve Joyner

[quote name='khad' timestamp='1356037992' post='66081']

I don't know of any other software company that is doing that for App Store customers.

[/quote]



Actually, I know of another company that does this. [url="http://www.omnigroup.com/support/store/refunds"]Omnigroup[/url] -- and they're a fine company so I'm pleased to mention their policy here.



To AB's (and Omnigroup's credit) I think it's worth noting that, regarding App Store-related "refunds," AB effectively pays (loses) an additional 30% (Apple's cut) on top of the "refund" amount. So, for an app that costs $9, AB is Paypal-ing customer $9. Meanwhile AB only receives $6 from the original purchase. Apple keeps its 30% (i.e., $3.00).



For this reason, and others, I never hesitate to refer friends/colleagues to buy AG products. There's no risk. Indeed, there's quite an upside!

khad

[quote]Actually, I know of another company that does this. Omnigroup -- and they're a fine company so I'm pleased to mention their policy here.[/quote]

Absolutely a fine company. Some of the team here will be seeing them at Macworld later this month. I don't know how that slipped my mind before. I was aware of that but have never had to take them up on it. <img src='http://forum.agilebits.com/public/style_emoticons/<#EMO_DIR#>/smile.png' class='bbc_emoticon' alt=':)' />







[quote]For this reason, and others, I never hesitate to refer friends/colleagues to buy AG products. There's no risk. Indeed, there's quite an upside![/quote]Thanks so much. We really can't receive higher praise than the recommendations of 1Password users to their friends and family. It means the world to us.

Chris100

[quote name='scjoyner' timestamp='1357236339' post='66743']

To AB's (and Omnigroup's credit) I think it's worth noting that, regarding App Store-related "refunds," AB effectively pays (loses) an additional 30% (Apple's cut) on top of the "refund" amount. So, for an app that costs $9, AB is Paypal-ing customer $9. Meanwhile AB only receives $6 from the original purchase. Apple keeps its 30% (i.e., $3.00).

[/quote]



I listened to Agile founder Dave Teare on the iMore Debug podcast [url="http://m.imore.com/debug-4-dave-teare-and-1password."]http://m.imore.com/d...-and-1password.[/url] He mentions taking inspiration from Omnigroup.



He also mentions that Agile loses the Apple 30% with each refund, plus more in transaction fees when trying to refund overseas customers. They must "gross up" the refund to cover additional fees from Paypal.



Clearly, Agile is committed to doing right by the customer, and it shows in his entire interview.

thightower

Hey Tom,



I am a fellow Tom <img src='http://forum.agilebits.com/public/style_emoticons/<#EMO_DIR#>/smile.png' class='bbc_emoticon' alt=':)' />



@khad



I hadn't seen the change to the refunds policy but being pro bono I don't get all those company emails and such. I can truly say I am impressed with you guys after over 5 years of my being here, you still amaze me.



Cheers

khad

<img src='http://forum.agilebits.com/public/style_emoticons/<#EMO_DIR#>/skype_heart.png' class='bbc_emoticon' alt='(h)' />

tesseract

Hello Agilebits,



After hearing about your 1Password on Mac Power Users and Debug podcasts, I decided to purchase it through the MAS. The product description mentions that I would be able to access my passwords online through 1PasswordAnywhere, but when I tried it, it was read-only. The distinction between read-only and full access to my data was not made clear enough. This causes a problem for me when I'm at work because we use Windows machines and there are restrictions on installing unapproved software. So for the first week, I tried to get by with 1PasswordAnywhere, but because I cannot edit or make new entries, I end up emailing myself the password so I can update my logins when I get home. As you can see, this method disrupts my workflow and imposes some security risks. I made a good faith effort at learning the ins and outs of 1Password by reading the forums, viewing screencasts on Youtube, and going through the online manual. I think your product is excellent, but it doesn't fit into my workflow, or at least as long as I work at this company. I may look into 1Password again if you offer a way to edit my data from 1PasswordAnywhere or offer a standalone USB executable, or when I work at a different company with a different IT policy.



I've requested a refund from the Mac App Store and through your email support, but was denied on both accounts. I have heard about your software for a while, but only decided to bite the bullet when cofounder Dave Teare came on Debug to proudly touted his 100% satisfaction guarantee, whether 1Password was bought directly from your store or through the MAS:

[url="http://www.imore.com/debug-4-dave-teare-and-1password"]http://www.imore.com...e-and-1password[/url]



But now I'm getting the runaround from both Apple and your email support. Both tell me to see the other for problems/refunds. I kindly remind you that your cofounder offers a refund if not 100% satisfied for purchases through MAS. Your website also says the same:

[url="https://agilebits.com/home/money_back_guarantee"]https://agilebits.co..._back_guarantee[/url]



It's unfortunate the app didn't fit into my situation, as it truly is wonderful to use. But due to limitations from editing my data away from my home computer, I have made a $50 purchase that sits unused. Your 100% satisfaction guarantee for both MAS and Agile Bits store purchases gave me the incentive to give it a good spin (spent a weekend importing and updating logins into 1P from Keepass). Please honor the promise that was made by Dave Teare and on your website. Thank you.

khad

Welcome to the forums, tesseract! I merged your post with this existing thread to keep the discussion on this topic in one place. As you can see above, we definitely do take care of our customers and will take care of you as well.



I sincerely apologize for the confusion. As mentioned in the email communication, we are not able to directly "refund" any App Store purchases ourselves, but we want to make sure you are completely satisfied with 1Password and, if not, that you are at least completely satisfied with AgileBits and the way we take care of folks. We recently changed our Guarantee wording to include the iTunes Gift card or PayPal refund. It seems we need to follow up and make sure the team is on the same page. We have a long history of going above and beyond as I think our recent [url="http://learn.agilebits.com/1Password4/iOS/transition.html#i-love-supporting-good-software-but-i-literally-just-purchased-a-few-weeks-ago-is-there-anything-you-can-do"]policy for folks who purchased 1Password 3 for iOS after 11-15-2012 demonstrates[/url].



We'll be replying via email to make sure you are completely satisfied.



[i]IMPORTANT: For anyone else coming across this thread in the future, please note that we offer a [url="http://agilebits.com/downloads"][b]completely free and fully functional 30 day trial version[/b][/url] so that you can kick the tires, so to speak, before making a purchase. We do offer a money back guarantee, but the free trial is much less hassle if you just want to try out 1Password before purchasing. That way you can know for sure that you want to purchase and not have to have a refund processed if you don't. <img src='http://forum.agilebits.com/public/style_emoticons/<#EMO_DIR#>/smile.png' class='bbc_emoticon' alt=':)' />[/i]