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