On October 2, 2014 I placed an order for Toast 12 Pro (Physical) rather than a download. As of today (November 5, 2014) I still do not have the product, no proof of shipping, and multiple calls in to the company to which they tell me the order is in processing, but has not shipped. Initially, they also told me they could not refund the order because it was already in processing. Today I received email telling me that the "free warranty support" on this product was about to expire.
At this time I DO NOT have the physical copy I ordered, nor have they provided me with the ability to download it. First they offer that I can download it from my order login then they tell me that they cannot provide a download link because I paid for a physical copy.
When I purchased it, the Pro version was listed as $99 on their homepage. It is of course now $149.
Later in the day after placing my order, I offered the FRIENDS10 discount code to our corporate IT staff and my office ordered a copy of Toast 12 Pro as well. That order is experiencing the same non-shipment, non-helpful interaction.
Multiple times, I called in and multiple times, according to Roxio Toast support, I was assured that they show plenty of physical copies in stock. After a few separate calls, I asked if they could cancel the non-shipping order and create a new order with the same $99 pricing so it would actually ship. The request was denied. I asked for some form of compensation for the absurd delay and aggravating lack of information. The request was again denied.
1) When people pay for your products, you have an obligation to your customers.
2) When people inquire about standard requests (Shipping, Billing, Serial Numbers, etc.) people expect an answer, even if you put them on hold to collect that answer. Either way, it should happen within the FIRST phone call.
3) When people request regular status updates to be sent to them because no answers were provided on the phone, people need someone to actually email or call them back.
4) If you use a 3rd party shipper, you are still responsible for your customer interactions.
5) When you use a 3rd party support desk, you are still responsible for you customer interactions.
6) When a failure happens on your end, you need to make it right. Credits are customary.
I'm not posting this to start a bunch of name calling. I want to be heard and this is just one of many forums and blogs that this topic will be presented to.