I sent an email regarding a refund but no response.

[rockybearking]

Hello. English is not my native language, so there may be some grammatical errors in my English sentences. You must take this into account.

I purchased ccleaner on April 24th, and when I installed it to use it, I found out that I could no longer use it because it was blocked by the company's MDM system installed on my computer.

And I sent an email to ccleaner the very next day to request a refund, but it's been exactly 10 days and I still haven't received a response from ccleaner.

It is clearly stated that premium users can receive priority customer support, but I am not sure if I am receiving a service equivalent to premium.

(Our email and priority support policy 
If you have an active paid CCleaner subscription, priority support means that we make every effort to prioritize your email requests and queries. It's a benefit that's not available to the free users of our products.)

 

While I was at a loss as to what to do, I found out that there was a community forum and decided to write here again. If the support team sees my post, please be sure to check the email I sent.

 

[nukecad]

It can take a while for a support person to get back to you, especially if/when they have a lot of requests to deal with.

Did you use the same email address as when purchasing?

PS. Was it CCleaner Premium that you purchased? Your screenshot says CCleaner Professional.

If it was Premium then there will be more details in your purchase email about the Premium "Live Chat" Support that you paid extra for: https://www.ccleaner.com/ccleaner-premium-bundle

[rockybearking]

26 minutes ago, nukecad said:

It can take a while for a support person to get back to you, especially if/when they have a lot of requests to deal with.

Did you use the same email address as when purchasing?

PS. Was it CCleaner Premium that you purchased? Your screenshot says CCleaner Professional.

If it was Premium then there will be more details in your purchase email about the Premium "Live Chat" Support that you paid extra for: https://www.ccleaner.com/ccleaner-premium-bundle

Hello Sir. Thank you for your quick reply.

Oh i really sorry. I was confused between premium and professional. My products are professional. It was a common misconception that I had.

The email I purchased is the same as it is now. When I sent my inquiry, I also sent it to the email address I used when purchasing it. (gmail.com)

My CleverBridge receipt was also sent to my current email address. I believe this is proof that the email address I entered when purchasing was correct.

Edited May 6 by rockybearking

[nukecad]

It may just be that they are busy at support then.

I'd say give it another week and if nobody has got back to you by then let us know and we will try to give them a poke for you.

PS. I'm not sure if it's a translation misunderstanding there but the email address to send support requests to is not a gmail it's - support@ccleaner.com or by using the online request form at: https://support.ccleaner.com/s/contact-form?language=en_US&form=general

However of you have already sent an email to the right place then please do not send another yet because doing so can actually slow down a reply.