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Business Profile

Computer Hardware

MAGIX

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

Complaints

This profile includes complaints for MAGIX's headquarters and its corporate-owned locations. To view all corporate locations, see

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MAGIX has 6 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/02/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi *** - I can see that you have set your subscription to non-renewing, so it will already cancel automatically at the end of this billing period, and there will definitely be no further charges. I'm afraid I can't backdate the cancellation for you, we do require you to set it to non-renewing before the renewal date. However what I can do for you is match the price of the best offer we had in June, which was a flash sale 50% discount exclusively for existing customers. I will apply that coupon to your most recent renewal, which fell only a little bit outside that, and that will refund half of the cost, $59.94, to your account. I will do that now. You can of course use Web Designer for the remainder of the subscription - I can see you have been a frequent user of the software in the past, so I hope you will find some good use for it in the remainder of your subscription. Regards, Kate, Xara Billing Yes you can dispute the remaining 50% by speaking with your card company, just explain that you forgot to cancel and they will listen to your case and consider whether to process a dispute. Note the record shows your last usage was Feb 2024, you are also subscribed for our emails so we have kept in touch, the last invoice showed the renewal date as well, and you can cancel at any time by logging into your account and clicking cancel. We take all these things into account when considering a request for backdating a cancellation and under the circumstances think that a discretionary 50% refund is fair to both of us. I canceled this the July 1 2024 as stated in other emails saying i wouldn't be charged if I canceled on july 2 2024 I noticed they charged me on july 1 2024

    • Initial Complaint

      Date:08/13/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I've been a customer since the late 1990s having purchased multiple products. That would be an evolution of Sonic Foundry then Sony and now Magix. And I have NEVER had any trouble with customer service until Magix. Magix does not answer the customer service phone number ###-###-####, which can only be found through a search engine. None of the USA phone numbers work. You can fill out an on-line "customer service" form that you can send to them for "help". Their canned response doesn't even address your issue but only states that they hope they resolved it upon not having attempted to work on the issue or with me. And I got this response multiple times. Too, The registration dates have been changed on all of my purchases to show that registration for them began 01/18/2017. That is incorrect and those date were changed by Magix for reasons not understood. Also, I previously purchased other software that they pulled from my account and I have no access to it at all. And finally, without notice Magix has pulled the plug-ins "Mastering EQ", "Multibrand Compressor" and "Mastering Limiter" among others which I've used on all of my projects. Magix began pulling necessary plug-ins with Acidpro 10 and continued with AcidPro 11 (the current release). I am unable to use any of my projects/mixes that I have completed or am working on in AcidPro 9 and before. As the plug-ins have been removed, the software actually dissects any projects and renders them completely useless and unplayable in any version of AcidPro. This has brought my production to a complete halt for about a year or more. I want for these plug-ins to be reinstated immediately. I want for all of the software that I have purchased to be reinstated and work properly. I want support after the sale. I want to be able to speak to a Magix representative whenever I need to and to be worked with until ALL is resolved. My future production income has been halted by Magix.

    • Initial Complaint

      Date:07/26/2022

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I subscribed to Magix Software in 2020 at $22.50 a month. Then they raised the price without notice to $36.00. I canceled my subscription on July 1st and their website kept crashing and sending me back. Two weeks later, I got charged. Now not only are they refusing to refund me, they're saying I am locked into a contract I never signed until 2023. This is fraud. The website states I can cancel anytime, so cancel me as of July 2022 without excuses.

    MAGIX is NOT a BBB Accredited Business.

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