I purchased a software DVD decoder program known as CineMaster from Digital River. The purchase was as a download and no hard copy was provided. The product worked for about 6 months then suddenly stopped, giving me the message that no valid license could be found. I had retained the original download and had the registration information so I assumed this would be a simple reinstallation issue however I was very wrong. The original file I downloaded would not reinstall and gave no options to reenter my registration info.
I contacted there customer service and on the first 3 attempts got a simple computer generated response to re-download the file however due to the fact I successfully had done this 6 months prior the web site gave no option to do so as my order was complete. On my 4th attempt to resolve the issue i received the following letter,
Dear John,
The reason you are not able to obtain a new download is because you did not purchase the Extended Download Service that was offered when you placed the order. This service allows you to redownload your order as many times as needed, for a period of 2 years.initially, you have 30 days to complete a download and it appears you are now past that period. To obtain this product, you will need to repurchase it. We apologize for any inconvenience this may have caused.
Thank you for contacting the online store's Customer Care Center. If you have any further questions or concerns, please "reply" to this e-mail.
Sincerely,
Doreen L
Customer Care Center
Case ID 3503737.
Purchase Extended Download!!! #%#$^!!! Are these people for real? Are they actually reading the messages sent them?
Their product crapped out on me and I need to buy it again or pay for extended download because they don't provide a hard copy.
Never again will I do business with them and I don't recommend you do either. Also beware they have another product reported under Systran/Digital River and the report is not much unlike this one.
0 comments