TL;DR It could have been a really good product but the customer support is so horrendous that I’d rather try to return something in person at Best Buy--on Black Friday--than deal with this company. It is a classic example of bait-and-switch. I tested the demo version and was impressed when my movie downloaded perfectly. The demo only lets you download one program at a time, so I took the upsell for the year-long paid version, which promised to download five programs at one time--seemed worth it. I activated the premium version, then chose five episodes of a show to download. It didn’t work –“error timeout”. So I lowered the number to 3 episodes to download—same result. The only way the program downloaded anything was to limit it to one item at a time, the “demo” version. That’s when the house of cards fell, and I was essentially ghosted. I sent an email about how the program wasn’t working properly, they sent me a copy-and-paste version from their FAQ section on their site, ending that they considered this case now closed. I sent a follow-up email explaining that I had already read and gone through the FAQ solutions and was still having problems, their response was to “please not send duplicate requests, this complicates the solution of your question” and added that “the request was now completed”. This interaction played out the exact same way for the next four (different) problems I asked about. Copy-and-paste from FAQ, don’t contact us again even though it doesn’t work. I am now in a Kafka-esque situation, having paid for a program that doesn’t work as promised, unable to get it to work, and being told that me telling them it doesn’t work only makes the problem worse. Still believing that all people are good at heart, I emailed them when my computer died about how my activation key wasn’t recognized on my new laptop, so to please send a new one. They replied that it was “one activation key per computer” and the case was closed. I told them I understood the one-per-one policy, but since I had paid for a year’s subscription, I would like to use my remaining eight months on a computer that actually recognized electricity. They replied that they couldn’t help me, the case was closed. I suggested that they just deactivate the current license key that was registered to my dead computer, then send a new key that I could use on new laptop for the remainder of my paid subscription. They said they couldn’t help me, the case was closed. Gaslighted, I wondered if maybe I WAS asking too much, so I got a second opinion from all my IT friends and programmers, IT staff at work, and Reddit groups—was I really being a high-maintenance girlfriend/paying customer? The resounding answer was No, that this was something that required no new knowledge or code for the company programmers. In fact, they wrote out a step-by-step procedure (deactivate current code, assign new code, do complicated math subtraction to calculate for remainder of time) that they suggested I send to the company. I did. They responded that they didn’t understand the directions, couldn’t help me, and the case was closed. An NYU freshmen took pity on me and offered to try and revive my old computer for free. After booting it up, we found out the company had deactivated my account. I emailed them about it, wondering how they managed to deactivate something without blaming it on me. Reply: The case was closed. So if you want to drop big bucks on a year subscription that’s only valid for three months, consider an out-of-state gym membership. Case closed.