Grant J.’s Reviews of eManual Online & more

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“Use of the offered service requires a virtual machine be established--not allowed by employer.”

4/2/24

While the occasion when the sought information was needed has passed, there have been numerous exchanges with the seller. Security is a reasonable concern. The seller, however, insists failed access to the product is my fault for not circumventing the security.
While offering help, they now demand I send VIN identification numbers and more. When trust is the problem, such demands seem intended to aggravate, making the requested refund, for services not received, as more trouble that it is worth.
The primary issue for me is: I purchased access to online information. My payment was accepted, but, following their instructions, I was not able to access the information I needed. How much is information, offered after it is not needed, worth? Would you have noticed the download had a file type of ".ova", and known you were to create a virtual-machine, not a browser link?

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Thank you

Jonathan T. – eManual Online Rep 4/3/24

Dear Grant,

Thank you for taking the time to share your feedback. We sincerely apologize for any inconvenience you've experienced and appreciate the opportunity to address your concerns.

We understand the importance of security and take it seriously. Our team works diligently to ensure our customers have a seamless experience accessing our products. We're sorry to hear about the difficulties you've encountered accessing the information you purchased.

Regarding your concerns about providing VIN identification numbers, please rest assured that we prioritize customer privacy and only request such information to ensure we can accurately assist you with the correct product. However, we understand your apprehension and will do our best to address your concerns without additional requests.

We also understand your frustration with the file format and the instructions provided. We strive to make our product descriptions as clear as possible, including indicating that the product requires virtual machine software for access. We apologize if this wasn't communicated effectively, and we appreciate your feedback on how we can improve.

As for the refund policy, we regret any inconvenience caused. Our policy is designed to ensure fairness to all customers and maintain the integrity of our digital products. Nevertheless, we'll review your case closely to see if there's any flexibility we can offer.

Please feel free to contact us directly with any further questions or concerns. We're here to assist you and ensure your satisfaction.

Thank you for your understanding and patience.

Best regards,
Customer Relations Team