Here is what happened when I asked for a refund on PopcornFX for store credit:


My request: After buying this product 10414505 (order #) I also invested in your IRAY plugins, and have waited patiently for the Popcorn FX to be updated to function in the IRAY rendering, but it appears that this is not going to happen. I would like to get a store credit or swap this license for the Headshot plugin.

Reply: Dear Joel, Thank you for contacting Reallusion. We see this order was placed in 2017, we are sorry that we can't process refund for you and we don't provide exchange product service either. Besides, Iray v1.0 was released on 09.27.2018, and we have stated that what items it supports and what items not. Pleaes refer to below link for more info: https://kb.reallusion.com/Product/52759/What-assets-does-the-Iray-Render-plugin-v11-for-iClone-7-and-Character-Creator-3-support-v11 Please feel free to let us know if you have any further questions. Best Regards Jollen Technical Support Reallusion Inc.

My Reply: I realize I bought it in 2017, but when I bought iRay it was not made clear that PopcornFX would not work and in fact would no longer have updates to allow it to be used moving forward. The expectation is that you as a company, would update PopcornFX to work with iRay, which is a core part of iClone & CC technology direction that Reallusion is leveraging. This is the SECOND time that your company has done this - with the abandoning of INDIGO which I had also invested in. Are you telling me that your official, public position is that PopcornFX, like Indigo, is a product that Reallusion does not intend to support moving forward?

Hi Joel

If you purchased PopcornFX in 2017 I'm not really sure why you would feel entitled to a refund after you have been using the plugin for 2 years. When PopcornFX was released it was advertised with a list features which are still available today. If it had been advertised at the time that it would support Iray in the future then I could understand your position. Likewise if we had disabled certain features then your request for a refund would be understandable. However the plugin remains fully functioning just as it was advertised when you purchased in 2017.

It is also worth noting that the PopcornFX plugin has not been abandoned. 2019 kept the team busy with several big upgrades so it wasn't possible to also provide further updates to the PopcornFX plugin. However that is not to say that the PopcornFX plugin will never be updated. So do keep a look out in the coming months for our 2020 schedule which will reveal more about our plans for next year.


                                                                

Peter
Forum Administrator

www.reallusion.com

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