17 replies to this topic

[Gerry_D]

OK, time to take this to the forum....

I've been given the run-around from digital river and Roxio for about two months now.

Last summer I bought into Roxio Creator 2011 and the back-up disk. At that time I installed it from the download onto a Windows 2000 based machine. Well that old machine finally died, the northbridge went south, collapsed or simply died.
I started on a brand new Dell machine with 4-gig of ram and a 3-gig predecessor (EDIT: whoops, processor, darn spell checker) and Windows-7.
Then I found out the back-up disk I paid for was a coaster.
Yep, non functional in the respect I get a "crc error" when trying to install the program set from it.

OK, I contacted Roxio who passed the buck to digital river, an off-shore company that sells under Sonic Solutions.

They allowed me to download the software again, but I still had a drink coaster for $14.44 (on sale!) back-up disk.

After well over $150 worth of time and emails and phone calls, they said the money was refunded to my credit card.

Nope, no refund. I found out they tried to refund the money to an old credit card. This took several weeks and finally from my credit card issuer I found out that no money was refunded and if it was it would be returned to digital river because the federal credit union "don't own the credit card numbers anymore", I tried to explain this to digital river and they said they would not refund anything to my new credit card, same issuer, even though the federal credit union issued all new credit cards and numbers for some reason last fall.

So Here I sit with Roxio saying, (and I quote from their agent response):

April 10, 2012
Agent Response:
Thank you for the update, this is to inform you that we have escalated this case to our next level of support, they will research on this issue and will get back to you in the earliest.
We appreciate the opportunity to assist you.
The Roxio Support Team

So as for customer support......

The jury is still out.

IMHO because of the screw-ups at Digital River / Sonic Solutions and Roxio passing the buck and a BAD disk That won't make a good drink coaster because of the hole in the middle, I feel Roxio should give me a whole new 2012 edition WITH a GOOD back-up disk.

I don't think I'm out of line with this, it's the least they can do. They are in receipt of all the emails to them and some forwarded from Digital River / Sonic Solutions and even a few from my credit card issuer. After all I did buy the darn thing and through NO FAULT OF MINE, the back-up disk is bad. I'll even send them the bad back-up disk after they make good!

Your opinions are welcome.

Cordially,
Gerry

Edited by Gerry_D, 16 April 2012 - 11:58 AM.

[Sarge]

Gerry_D, on 15 April 2012 - 08:53 PM, said:

IMHO because of the screw-ups at Digital River / Sonic Solutions and Roxio passing the buck and a BAD disk That won't make a good drink coaster because of the hole in the middle, I feel Roxio should give me a whole new 2012 edition WITH a GOOD back-up disk.

-You bought a software download and a backup disc.
-you changed computers, found the backup disc was bad, so they gave you another download of the software free.
-now you have the software you paid for, and can make your own backup disc, AND get a refund for the disc.
-they've tried to refund you your $14.44, but you've changed your credit card details in the meantime.
-NOW you want Roxio to GIVE you the latest version PLUS a full-priced backup disc, for your trouble.


I'd suggest you give them your new details and get your refund. You're not entitled to the extra free gifts you're demanding.

Sarge.

[sknis]

Since he posted in Creator 2011 forum , we can assume that he bought that well over a year ago.  Now he wants Creator 2012 with a back up disc ?  

[Gerry_D]

sknis, on 16 April 2012 - 03:57 AM, said:

Since he posted in Creator 2011 forum , we can assume that he bought that well over a year ago.  Now he wants Creator 2012 with a back up disc ?  

Well..

1. It wasn't a year ago.
2. I can't get refunded for the back-up (/ install disk)
3. I did not change credit card numbers, my credit card issuer changed the numbers last fall.
4. Ya' know, I might be satisfied with the $14.44
5. I don't think I would "really" want "creator 2012" unless it actually works better than the 2011 version with Windows-7.

6. thanks for your "negative" answers, just like Roxio / Digital River / Sonic Solutions. Perhaps the choice of editing software was a mistake in the first place.

Edited by Gerry_D, 16 April 2012 - 06:04 AM.

[cdanteek]

Gerry_D, on 16 April 2012 - 05:59 AM, said:

Well..

1. It wasn't a year ago.
2. I can't get refunded for the back-up (/ install disk)
3. I did not change credit card numbers, my credit card issuer changed the numbers last fall.
4. Ya' know, I might be satisfied with the $14.44
5. I don't think I would "really" want "creator 2012" unless it actually works better than the 2011 version with Windows-7.

6. thanks for your "negative" answers, just like Roxio / Digital River / Sonic Solutions. Perhaps the choice of editing software was a mistake in the first place.

Post your support ticket # please.

[Jason@Corel]

Whenever I see an issue such as this I have many questions.

Wherewas the disc stored?

Did you ever use it before?

Can you verify there is no damage to the disc (scratches etc)?

Has you tried cleaning it? If not, please do so.

Did you try coping the contents of the disc to your hard drive? If not, please do so.

Did you try it in another DVD Drive? If not, please do so.

When did you purchase this product?

What’s is your support ticket #?

If you purchased it from Roxio, what is your order number?

While there are no replacement discs available for you for Roxio Creator 2011, we can certainly look at other options that may be available once we have more information.

[Gerry_D]

Jason@Corel, on 16 April 2012 - 07:38 AM, said:

Whenever I see an issue such as this I have many questions.

Wherewas the disc stored?

Did you ever use it before?

Can you verify there is no damage to the disc (scratches etc)?

Has you tried cleaning it? If not, please do so.

Did you try coping the contents of the disc to your hard drive? If not, please do so.

Did you try it in another DVD Drive? If not, please do so.

When did you purchase this product?

What’s is your support ticket #?

If you purchased it from Roxio, what is your order number?

While there are no replacement discs available for you for Roxio Creator 2011, we can certainly look at other options that may be available once we have more information.

Hi Jason,
the disk was never used prior to the several attempts to get it to work on the new Dell, with Windows-7, Professional 64-bit. The package was only opened to retrieve the 3-d glasses.

The disk always was in the mailer envelope and stored in a normal environment.

The disk was not a "pressed" version disk, it was obviously made on a computer of disk reproduction machine.

I even tried to burn a copy of the disk, as under rare conditions a copy would sometimes work when the original would not. This was to no effect.

The original order number is: 11478492622

I have been chasing this $14.44 since 2/12/20012. I have about 40 email records that include communications with Roxio, Sonic Store, Digital River and my credit card issuer. Not to forget several telephone communications regarding it also.

I'm sorry to have had brought this up on this forum, but I felt that some attention needed to be drawn to the situation.

After my last post I tried again to find a telephone number for Roxio proper, I found out that Roxio is now owned by Corel, so I have escalated this whole issue to the parent company, Corel. I have, in the course of a telephone communication with a "James" at Corel, forwarded several of the email messages regarding this "problem" to include responses from all involved, including my credit card issuer.

While he is not in a position to make such a decision, he assured me that in the best interest of the company, Roxio, a "compensation" in addition to a refund for the amount in question would be the thing to do.

I understand that as companies get taken over sometimes issues like this get a negative response or lack of response from the company that got taken over, never the less I think my patience will overcome my frustration in the end.

A renewed interest in the original "back-up" disk is based on a post by someone called "digital guru" about extra available menu styles for Roxio's "My DVD" being possibly available on the disk. That's one reason I started the thread in this forum.

Let's put this on "hold", awaiting a response from the parent company, Corel, on the whole situation, OK?


Cordially,
Gerry

Edited by Gerry_D, 16 April 2012 - 09:10 AM.

[Jim_Hardin]

Quote

...I'm sorry to have had brought this up on this forum, but I felt that some attention needed to be drawn to the situation.

...

Let's put this on "hold", awaiting a response from the parent company, Corel, on the whole situation, OK?


Cordially,
Gerry

Gerry, this should not be a problem! Jason has some 'Pull'  so let him work his magic

[Jason@Corel]

Thanks for all the information.  I actually am at Corel and James sits a couple of feet away from me.

I'll confer with him regarding this issue and I will post back here when we know more.

I agree that when a company gets bought out that things can go a little wonky but it's how we handle these issues that leaves the strongest impression.

Thank you for your patience in this manner.

[Gerry_D]

Jason@Corel, on 16 April 2012 - 11:12 AM, said:

Thanks for all the information.  I actually am at Corel and James sits a couple of feet away from me.

I'll confer with him regarding this issue and I will post back here when we know more.

I agree that when a company gets bought out that things can go a little wonky but it's how we handle these issues that leaves the strongest impression.

Thank you for your patience in this manner.

So Jason, you're at Corel with James?
LOL, "Small World".

Well tell you what, I'll wait some more, if James remembered the whole story, (nice guy), then you see how convoluted this is.
By the way, I hope he mentioned that I was nothing but polite on the phone with him.

And seriously, the phone call to corporate was only because I got no-where for a request for a phone number at Roxio proper. Then via Wikopedia discovered that Corel owns Roxio. I thought, what the heck, I'm getting no-where with Roxio and the off-shore place, digital river / sonic solutions, let's give Corel a try.

Thank you for your interest, James has my email, but for the community, if you want to post solutions or proposals here, that's fine with me.

Cordially,
Gerry

[Jason@Corel]

He did confirm you were nothing but polite

I have added this forum post to your case so that the Sales Manager has all required information to address the problem.

Please look to receive a response from James once he's received a response from management.

[Gerry_D]

Jason,
(this gets hysterical!)

I just got three emails from "sonic store"

Two are duplicates and say:
Dear Gerard (last name removed):

A refund has been generated for your order as a result of your request,
the fulfiller's request, incorrect address, or a refused shipment. Refund details:

Order ID: 11478492622
Amount: $14.44

If you have further questions regarding your order, please click on the link below for assistance:
http://www.findmyorder.com/roxio

Please note: This e-mail message was sent from a notification-only address that cannot accept incoming e-mail. Please do not reply to this message.

Sincerely,
Customer Service

The third one says:

Dear Gerard,

A Roxio Agent has responded to your support case! Click the link below to view or update your support case. (Note: the case is automatically closed if no response is received within 5 days).

* Case # 1401719 - http://roxiosupport....5004000000J5N4T

Agent Response:

After reviewing your response, I found that we have earlier refunded the back up disc product charge $14.44 on 3/6/2012. The product refund was processed sucessfully from our end. Moreover, I have now resend the product refund order confirmation email to your email inbox. Since, you are unable to receive the product refund I request you to contact your respective credit card bank for further details on the refunded charges.

We appreciate the opportunity to assist you.
The Roxio Support Team
        
** Please note this is an automatic email response that cannot be replied to.


ref:_00D409pu7._50040J5N4T:ref

I responded with:

WebTicket
03/22/2012

History:
Date:04/17/2012
I don't know how else to explain it to you.
The credit card number you have is no longer valid.
Any payment to it can not be processed or forwarded to my present credit card.
Any payment to that credit card number will not get to me.

SEND ME A CHECK

No you are NOT helpful.

The problem is that they are off-shore, read from and follow a script. They have no comprehension of the meanings of words in the English language.

AND, this has been going on since February 12 this year, 2012. It is now April 17, 2012.

Over two months and they can't understand that the number they have is no good and contacting my "bank" will do no good at all.

LOL.

Now see why I think I deserve more than $14.44?

LOL

Cordially,
Gerry

[Gerry_D]

Jason,
I left the information on your voice mail.
Gerry

[Jason@Corel]

Technically, you left it on James' voicemail

I'm glad we could finally get you some resolution to this issue.  Please confirm here that you did in fact receive the refund on your card when it shows up.

[Gerry_D]

Jason@Corel, on 20 April 2012 - 06:16 AM, said:

Technically, you left it on James' voicemail

I'm glad we could finally get you some resolution to this issue.  Please confirm here that you did in fact receive the refund on your card when it shows up.

Jason, and all,

I received notification from my credit card issuer today that my new credit card was credited for the amount.

( Corel(for Digital River) has credited back the $14.44 on 4/23 to your credit card.  )

Thank you James and Jason.

Cordially,
Gerry

Edited by Gerry_D, 24 April 2012 - 08:44 AM.

[Gerry_D]

OK, we have a new twist to this continuing saga....

Out of politeness I had reported to the Roxio Support group that I did get a refund from Corel.
Their answer was:
-----------------------------------------------------------------------
Agent Response:

I am glad to hear that you have now availed the Roxio Creator 2011 product charge refund from Corel to your credit card bank account. Moreover, I thank you for taking time to  let us know your feedback on the product refund status.

We appreciate the opportunity to assist you.
The Roxio Support Team
-----------------------------------------------------------------------
And then I get in email from them:
-----------------------------------------------------------------------
Dear Gerard (last name hidden),

Thank you for your purchase at Roxio.com.

Your order of:

Paper 3D Glasses
Roxio Creator 2011
was shipped to you on Tuesday, April 24, 2012 to the following address:

( address removed from this post)

Your order should arrive before Monday, April 30, 2012 and was shipped via US Postal Service Priority Mail.

To check on the delivery status of your order, please use the following tracking number
(removed from this post)
on http://www.usps.com/...kandconfirm.htm
----------------------------------------------------------------------------
Despite me telling them previously:
----------------------------------------------------------------------------
Brandon,
The issue is closed from my end.

COREL has provided a refund to my new credit card number.

From my credit card issuer:

Gerry
Corel(for Digital River) has credited back the $14.44 on 4/23 to your credit card.  
Amy

Never mind the replacement back-up disk.

I'll be looking into the software that COREL has in the future.
http://www.corel.com...8&segid=6100016

Gerry

-----------------------------------------------------------------------

Since I had informed them that I did not want a replacement and I had received a refund and they still finally sent a replacement, by US postal laws I can keep the disk, return it or throw it away.

Strange twists...  LOL

Thank you again guys, if ya' were closer. I would send you a box of doughnuts.

Cordially,
Gerry

[myguggi]

FYI, Digital River is based in Minnesota as well as several other countries world-wide so it's not an "off-shore" company

[gi7omy]

myguggi, on 26 April 2012 - 08:55 AM, said:

FYI, Digital River is based in Minnesota as well as several other countries world-wide so it's not an "off-shore" company

It is to me (it really all depends whose shore you're talking about)