Dear Laura Mühlbach,
Thank you very much for taking the time to share such comprehensive feedback. We sincerely apologize for the frustration, inconvenience, and time loss you experienced while using our product. This is certainly not the experience we aim to deliver, and we fully understand why this situation has been disappointing for you.
Regarding the AI features, especially the issue you mentioned about subtitles being out of sync and not editable: we’d like to clarify that subtitle editing is already supported in our latest version, and this limitation has been resolved in earlier updates. If you were using an older version at the time, this may explain the behavior you encountered. That said, if you are still experiencing any AI-related issues after updating, we truly welcome you to share more details with us. Our technical team is always willing to reproduce the issue step by step and find a concrete solution.
About the recording experience, we are very sorry to hear about the freezes and limitations you encountered. Under normal circumstances, our recording tool supports pausing, stopping, continuing, re-recording, and deleting recordings. In addition, all previously recorded content can be reopened and further edited by clicking the History button in the top-left corner. Clearly, what you experienced does not reflect how the product should function, and we regret that it caused you to redo your work.
For the audio synchronization issue, we appreciate your patience and are glad that at least one version was eventually fixed. However, we fully agree that this alone does not compensate for the overall inconvenience. If you are willing, you may send the relevant log files and project files to cs@imobie.com
, and we will arrange for a dedicated technical specialist to urgently analyze and resolve the remaining issues. If file size is a concern, sharing them via Google Drive is absolutely fine.
Regarding the refund process, we are especially sorry that it has felt stressful and prolonged. The AI support system was introduced to help resolve simple issues faster, but it should never create additional burden or delay. If the AI support has not resolved your concerns, you can continue replying, and our human support team will step in directly. Please rest assured that we fully honor our money-back guarantee, and if the issue is not resolved to your satisfaction, we will cooperate to process your refund accordingly.
Once again, we sincerely apologize for this experience and truly appreciate your honest feedback. It helps us identify real problems and improve our product and support process. We hope we still have the opportunity to make this right for you.
Kind regards,
iMobie Support Team