Cancellation: Email or Support Ticket?

JamieSuperable wrote on 9/29/2023, 10:48 PM

Hi! I’ve emailed shop@magix.net to cancel my subscription but it keeps saying I need to raise a ticket on this website. The Terms and Conditions clearly stipulates:

To enact your right of withdrawal you must contact us at MAGIX Software GmbH, Customer Care, Osnabrücker Str. 3, 32312 Lübbecke, Germany, Fax: +49 (0) 5741 310768, Telephone: +49 (0)5741 345531, Email: shop@magix.net) and provide explicit notification (e.g. a letter sent by mail, fax or email) of your decision to withdraw from the contract. You may use the attached cancellation form for this if you so choose.

However, I keep getting the response below.

Unfortunately, we can't process your request, since your ticket has already been closed. Please create a new ticket via the support form on our website: (Link to Support Site)

What is the correct process for cancellation?My email requests before would be properly processed! Has it changed?

Comments

CubeAce wrote on 9/30/2023, 4:44 AM

@JamieSuperable

Hi Jamie.

It appears from the Magix website you are using the wrong email address.

If you still have problems I suggest getting in contact with your local trading standards organisation as rules vary from country to country.

This is purely a user forum with no Magix staff present to help directly with such requests.

[Edit]

You have quoted from this page of the Magix website and it is clearly at odds with the page I posted a picture of.

I would suggest including that information in your request to withdraw from contract. It is misleading to have two competing and contradictory pages of such information and possibly illegal under EU law.

Ray.

PATIENT-X wrote on 9/30/2023, 6:08 AM

@JamieSuperable @CubeAce @emmrecs @johnebaker

Please contact infoservice@magix.net and I will also contact Magix and link this post to them to further investigate.

Stephen

Forum Moderator