10 replies to this topic

[Infotran]

Has anyone had any experience with "refunds" for a Roxio product. Having purchased a Roxio product which was causing my PC to freeze I went through the proceedure required to obtain a "refund". That was about a month ago now and I have not received a refund or any communication regarding it's progress. Numerous enquiries I have made to "Customer Service" are answered by referring me to a link that tells me nothing. I would assume that "Customer Service" is actually some automated device because I can't believe that a human contact could be so dumb. Could anyone that has been trapped in this endless "Customer Service" merry go round like me tell me how to get off. Pay for product via internet credit card, two minutes. Obtain a refund......................................

[ogdens]

Has anyone had any experience with "refunds" for a Roxio product. Having purchased a Roxio product which was causing my PC to freeze I went through the proceedure required to obtain a "refund". That was about a month ago now and I have not received a refund or any communication regarding it's progress. Numerous enquiries I have made to "Customer Service" are answered by referring me to a link that tells me nothing. I would assume that "Customer Service" is actually some automated device because I can't believe that a human contact could be so dumb. Could anyone that has been trapped in this endless "Customer Service" merry go round like me tell me how to get off. Pay for product via internet credit card, two minutes. Obtain a refund......................................

See if this helps   http://www.trackmyrebate.com/roxio/

[Code Red]

This will help you:

http://www.roxio.com/enu/support/service/cs_refund.html

Digital River handles the refunds.

[Infotran]

This will help you:

http://www.roxio.com/enu/support/service/cs_refund.html

Digital River handles the refunds.

Thanks for those that have offered possible solutions to my refund problem. Unfortunately they do not offer anymore information. Roxio seems unable to offer any solution other than to refer me to the refund claiming process. Digital River tells me the refund is being processed and that's about it.
I have contacted Digital River directly and I am awaiting further information. I will pass on any useful information that I may obtain.

[Infotran]

Thanks for those that have offered possible solutions to my refund problem. Unfortunately they do not offer anymore information. Roxio seems unable to offer any solution other than to refer me to the refund claiming process. Digital River tells me the refund is being processed and that's about it.
I have contacted Digital River directly and I am awaiting further information. I will pass on any useful information that I may obtain.

Let me preface the following by saying that up until this present saga I have found Roxio Customer Services extremely helpful and efficient. I suspect the difference this time is that it involves money and the convoluted process of paying.
I don't think I am being unfair when I say that contacting Roxio in regards to refunds is useless, contacting Digital River is almost as useless.
Needless to say I have still not received the refund, the latest suggestion from Roxio is that I ring Digital River in Ireland.

[gi7omy]

Strange - Digital River have a number of offices worldwide

http://corporate.digitalriver.com/store/dr.../page.contactUs

But then I'm in Ireland myself

[Big_Dave]

Did you purchase the product directly from Roxio?  Roxio is quite good with refunds IF you bought directly from them and asked for the refund with 30 days.

I have personal experience with a refund from Roxio using Paypal with Digital River being the middleware service.  The service was quite unexpectedly fast.

[Infotran]

Strange - Digital River have a number of offices worldwide

http://corporate.digitalriver.com/store/dr.../page.contactUs

But then I'm in Ireland myself

It seems odd that a company operating via the internet does not have any e mail contact addresses for any of their offices.

[Brendon]

It seems odd that a company operating via the internet does not have any e mail contact addresses for any of their offices.

Perhaps.

Sadly, complaining about that here will be akin to having an accident with your bladder while wearing a dark suit.
It might make you feel warm for a moment, but nobody will notice and no good result will come of it.

[Infotran]

There still has been no resolution to this refund problem. Roxio has told me the refund has been processed by them. When I contacted Digital River they told me that they are reviewing if I am eligible for a refund and I would receive notification on whether or not I would receive the refund within 10 days, that was on the 17th Oct. This seems a bit strange as the refund process was initiated through them in the first place. If the software supplier does not have the payment and I have not received the refund where the hell is it ? I seem to remember reading somewhere that a large software company had decided not to renew their contract with Digital River, I can see why.

[gi7omy]

You're asking the wrong people here - none of us are connected with Digital River and very few are even connected with Roxio/Sonic

We're just users of the software and have no control over anything

Edited by gi7omy, 27 October 2009 - 02:20 PM.