First installation CD broke - no replacement available

[ejaffe]

 

I recently bought a full version of EMC Suite 9, in the box, with the serial number, with 2 installation CDs. I tried to install the first one, and it kept hanging up. I took it out and put it back again, and it installed for a while, then hung up again. I took it out again and it broke in my hand (The first time that EVER happened to me.) I went to Roxio's website, and looked at all the help info. Finally, I sent an email to Roxio's help area, and was promptly answered tellling me they'll get back to me. Then, I got this answer:

 

"If you have lost or damaged your original Roxio program disc, Roxio is unable to provide you with a replacement disc. "

 

So, now my purchase is entirely a waste. What good is a program if it won't install? And what good is a software company that won't help its customers??

 

I can understand if there's some small charge for the replacement. But just to flat out refuse, without any simpathy for my position, is unacceptable.

 

I think it's also very nervy to put this line in their email to me:

 

"We are always looking for ways to improve"

 

Well, if they are looking for ways to improve, how about helping their customers for starters??

 

 

EJ

[grandpabruce]

 

I recently bought a full version of EMC Suite 9, in the box, with the serial number, with 2 installation CDs. I tried to install the first one, and it kept hanging up. I took it out and put it back again, and it installed for a while, then hung up again. I took it out again and it broke in my hand (The first time that EVER happened to me.) I went to Roxio's website, and looked at all the help info. Finally, I sent an email to Roxio's help area, and was promptly answered tellling me they'll get back to me. Then, I got this answer:

 

"If you have lost or damaged your original Roxio program disc, Roxio is unable to provide you with a replacement disc. "

 

So, now my purchase is entirely a waste. What good is a program if it won't install? And what good is a software company that won't help its customers??

 

I can understand if there's some small charge for the replacement. But just to flat out refuse, without any simpathy for my position, is unacceptable.

 

I think it's also very nervy to put this line in their email to me:

 

"We are always looking for ways to improve"

 

Well, if they are looking for ways to improve, how about helping their customers for starters??

EJ

 

Hopefully one of the Roxio folks will drop in here, see your post, and help you out.

[sknis]

The complaint was NOT about receiving a broken CD - I said in the original post that I received it in one piece. It broke in my hand during installation.

 

The complaint was the way Roxio would not give me the opportunity to replace it and in the same email they said they are looking to improve their service.

 

I didn't expect Roxio to be obligated to me. I expected them to be sympathetic and to allow me even to pay something towards replacing a CD that broke while I was trying to install their product. There is a presumption that the maufacturer will stand behind their own product.

EJ

Ellen, Unless you are very strong, you would not have broken that disc in your hand. Perhaps the original seller tried to install it, found it wouln'dt because of a small crack and then decided to sell it. I bet you didn't look to see if it was cracked and you would never know if it was dropped or other.

 

When you contacted Roxio, you asked for a replacement disc which they could not provide you. You couldn't get the seller to do anythng for you so now you are changing what you asked for. Now you say you are willing to pay something for the replacement disc.

 

Sometimes sympathy drives a business out of business. How do you think they developed their policy -- probably from experience as John stated above.

[KarenP]

 

I recently bought a full version of EMC Suite 9, in the box, with the serial number, with 2 installation CDs. I tried to install the first one, and it kept hanging up. I took it out and put it back again, and it installed for a while, then hung up again. I took it out again and it broke in my hand (The first time that EVER happened to me.) I went to Roxio's website, and looked at all the help info. Finally, I sent an email to Roxio's help area, and was promptly answered tellling me they'll get back to me. Then, I got this answer:

 

"If you have lost or damaged your original Roxio program disc, Roxio is unable to provide you with a replacement disc. "

 

So, now my purchase is entirely a waste. What good is a program if it won't install? And what good is a software company that won't help its customers??

 

I can understand if there's some small charge for the replacement. But just to flat out refuse, without any simpathy for my position, is unacceptable.

 

I think it's also very nervy to put this line in their email to me:

 

 

 

 

"We are always looking for ways to improve"

 

Well, if they are looking for ways to improve, how about helping their customers for starters??

EJ

 

 

how frustrating for you!

did you go back to whereyou purchased it? they should replace it for you let me know please

 

 

good to know what to do if the product was faulty

good luck

KP

[james_hardin]

how frustrating for you!

did you go back to whereyou purchased it? they should replace it for you let me know please

good to know what to do if the product was faulty

good luck

KP

He bought it through the internet.

 

The seller as well as the service are not responding to his emails. Just where do you suggest he would go, to take it back?

[Wingwiper]

As much as I would find fault with Roxio Support, I find this complaint to be unsupported.

 

1. It was stated that it was an OPENED BOX when the person purchased it.

 

2. I too, have purchased, (to save money) from Internet Sources, such as Ebay and others. The warranties are understood to be done by the seller and in some cases where it is NEW Retail Version in a box, then it may be warrantied by Roxio. In this case if Price Grabber is an Individual seller, Good Luck and Roxio is NOT at fault if box was opened by the previous owner and he broke it and decided to sell it to the first sucker to come along.

 

 

As much as I feel for you and your bad Luck, I would have to admit, that Roxio has No obligations to you at all. If it is a Bona Fide Approved retailer for Roxio Products, then you have a whole different case.

 

Good Luck and I too have found, that that desire to save a few bucks, usually costs more in the end.

[John at Roxio]

Let me see what I can do for you. Out of curiosity, did you get this at a store or directly from us? I looked up your information and it appears that you got the software from an online retailer. Unfortunately we don't have a way to verify proof of purchase so just anyone could request a replacement. While I believe you are legit, this is a case where a few bad apples spoiled the situation for everyone.

 

If you check with the reseller they should be able to provide a replacement though, as they can easily verify proof of purchase. We'll still take the action to correct our messaging as the response you got was obviously in need of improvement.

[ejaffe]

Let me see what I can do for you. Out of curiosity, did you get this at a store or directly from us? I looked up your information and it appears that you got the software from an online retailer. Unfortunately we don't have a way to verify proof of purchase so just anyone could request a replacement. While I believe you are legit, this is a case where a few bad apples spoiled the situation for everyone.

 

If you check with the reseller they should be able to provide a replacement though, as they can easily verify proof of purchase.

 

THanks, John,

I bought it through Price Grabber, and I sent emails to the seller and to Price Grabber, with no reply. I can send a copy of the PayPal receipt and present any proof anyone needs. It was an open box, and I don't believe the fellow who sold it to me has another one.

 

I hope you can do something to help, since I'd really like to be able to use the program. I have the case, the other CD which is still in good condition and the broken CD. I would also be happy to send back the broken CD as proof that I actually do have it in my possession.

 

I can also understand that there are more than a few "bad apples" out there. None of them can furnish the broken CD.

 

THanks again for your efforts, your interest, and your time,

 

 

Ellen

[ejaffe]

The complaint was NOT about receiving a broken CD - I said in the original post that I received it in one piece. It broke in my hand during installation.

 

The complaint was the way Roxio would not give me the opportunity to replace it and in the same email they said they are looking to improve their service.

 

I didn't expect Roxio to be obligated to me. I expected them to be sympathetic and to allow me even to pay something towards replacing a CD that broke while I was trying to install their product. There is a presumption that the maufacturer will stand behind their own product.

EJ

 

 

As much as I would find fault with Roxio Support, I find this complaint to be unsupported.

 

1. It was stated that it was an OPENED BOX when the person purchased it.

 

2. I too, have purchased, (to save money) from Internet Sources, such as Ebay and others. The warranties are understood to be done by the seller and in some cases where it is NEW Retail Version in a box, then it may be warrantied by Roxio. In this case if Price Grabber is an Individual seller, Good Luck and Roxio is NOT at fault if box was opened by the previous owner and he broke it and decided to sell it to the first sucker to come along.

As much as I feel for you and your bad Luck, I would have to admit, that Roxio has No obligations to you at all. If it is a Bona Fide Approved retailer for Roxio Products, then you have a whole different case.

 

Good Luck and I too have found, that that desire to save a few bucks, usually costs more in the end.