Dear Dassault Systèmes Support Team,
I am writing to raise a serious concern regarding my account and data stored on your platform. I am a university lecturer, and until last year, I had an account with extensive project files that I planed to use for educational purposes. After a few months of inactivity, I recently renewed my subscription to regain access to these files, only to discover that all of them – representing hundreds of hours of work – are gone.
Previously, I attempted to secure my files offline, but the functionality failed. When I contacted your service team about this, I was assured that offline backups were unnecessary because my data would remain accessible even if my subscription was paused. Unfortunately, this statement has proven to be incorrect.
Due to this significant issue, I am unable to trust your platform as a reliable tool for my work or for recommending it to my students. I have already submitted a support request over a week ago, but I have not received any response.
I request immediate action on this matter, including:
- Investigating and recovering my lost data, if possible.
- The immediate termination of my subscription and a full refund of the 72€ fee, as the loss of my files has rendered the service unusable for my purposes.
- A confirmation of the steps your team is taking to ensure this does not happen to others.
Until this matter is resolved, I am forced to pause my engagement with your platform and reconsider its recommendation to my students for educational use.
I would appreciate a prompt response to this issue.
Sincerely,
Max vom Stein
