[Bill J.]

WebTicket 9/4/2009


I'm looking for Ticket Number 238745 that was initiated on 09.03.09. Created by "Venice" at Digital River concerning the Creator Pro 2010 that I received on 09.02.09

Both disc were scratched/damaged beyond use. I notified Roxio on 09.02.09 and explained that I did not want a refund, but have a new set sent to me. I was told a refund would be instuited, but I needed to re-order to receive new set.

I have reordered, #4023459818 (pending)

I was credited yesterday (09.04.09) in the amount of $79.99 to my credit card.

This is not acceptable. As I was originally charged $87.44 (includs $7.45 shipping charges)

I want the $7.45 shipping charge deducted from my credit card account. The severally damaged Disc's from Roxio is not my doing or problem, I would have loved that the disc were in proper condition. I suggest that Roxio look into why consumers are receiveing badly damaged discs !

I called you folks in good faith, to alert you of the problem, as this was unusual to see discs in such condition.

I spoke with Technical Support (Clay) on 09.02.09 and informed him of the damaged Disc. He informed me that this was his third call on the same problem, and that I was entitled to full refund, as this was out of my control.

I spoke with Customer Service ( reps name: Venice-which is probably a fake name, yesterday 09.03.09) with the problem, and he stated the same. I should not be paying these shipping cost, and he was sending information over to you folks for re-imbursement.

He created a Ticket # 238745, and said he was requesting my refund.

I cannot find this ticket on your website.

I have not loaded or used the discs that I have received. I signed the Destruction Document for you in good faith.

I am requesting my that the shipping charges be taken off my credit card.

The new order I placed with you yesterday includes shipping charges as well, which I understand. But I do not understand why I have to pay for the initial order shipping charges, when in good faith, I had nothing to do with your poor quality product that I received.

But for me to pay for what was sent as a very damaged bad product is not my fault.

Before I contact American Express and place a claim for holding funds against Roxio, I would appreciate a call/e-mail from you folks advising me as to what is taken place and how my claim will be handled.

I have been with Roxio since practically the begingging, buying your products almost yearly as they come out.

We are a company, and use Roxio in our business. I have bought all the previous versions to be up today for our staff to prepare marketing material.

Our website: www.johnsonguidedtours.com

BILL JOHNSON GUIDED TOURS
Ph: 937.859.4879
e-mail: bjskitours@mindspring.com

Looking forward for a quck solution and response from you.

Thank you
Bill Johnson

[Larry]

Since this is just a user forum, I'd suggest calling them directly since the likely hood that they will see your post is pretty remote.

There's an 800 number on the customer care page in the following link.

http://www.roxio.com/enu/support/c2010/contact.html

[ivanatrox]

Hi Bill,

I believe there is a confusion on Digital River ticket system and ours. My understanding from your post is that Digital River Customer Service rep created a ticket for you when you contacted them (Ticket Number 238745). However, Roxio is not the same company as Digital River which is why you could not find such ticket in our support system.

Also, I will provide a full refund for your first order including shipping charge and e-mail you the details on that transaction.

Thanks!

Ivan

NOTE: The shipping charge was already refunded earlier today (Refund Number: 150926609) based on the support ticket submitted to us (791304).

[Bill J.]

Good Morning Larry and Ivan:

We have been able to resolve the problem, and very satisfactory at that !! I'm very pleased.

Thanks Larry for your comments, as they were very helpful, especially with the Digital River situation. Was a little confuing with my calls and e-mails going to different areas. and I was clueless as to whom. Again Thank You.

Ivan, I have received your e-mail with the credit forthcoming.

I hope you have received the Thank You e-mail I sent out to you already.

And I have received confirmation that the new order I placed for Creator 2010 has been sent, and will arrive next week.

I wish you guys a great Holiday weekend !!

Bill