Download Failed, No Response From Tech Support

[dablue]

I purchased Creator 2011 today. Once transaction was complete, I clicked on the button that said "Begin Download". When I did, I got a page with an error. It said "Sorry, Invalid request. Line item you are trying to download does not exist. If you have any questions, please contact Digital River Customer Service at CustomerServices@digitalriver.com."

 

I tried to reach customer support by phone for over two hours, never got anyone to answer. I've sent web forms and emails to tech support, but have received no response. Anyone else received this kind of error message, or experienced this lack of support? At this point, I'm ready to cancel my purchase and shop elsewhere.

 

[jonatsonic]

Hi Da Blue -

 

This is something that Digital River, who distributes our software post-sale, can help you with. You can contact them at: 1-800-656-5443.

 

Jon

[dablue]

Hi Da Blue -

 

This is something that Digital River, who distributes our software post-sale, can help you with. You can contact them at: 1-800-656-5443.

 

Jon

 

 

Thanks, Jon. But note, I just called that number 10 times and got a busy signal. That's not very encouraging. But I'll keep trying. I would also like to point out that is a different number than the one on the Roxio tech support page.

[jonatsonic]

Thanks, Jon. But note, I just called that number 10 times and got a busy signal. That's not very encouraging. But I'll keep trying. I would also like to point out that is a different number than the one on the Roxio tech support page.

 

Hi Da Blue -

 

yes, they are different. One goes to tech support agents, the other directly to Digital River.

 

Let me know how it goes tomorrow if nothing happens.

 

Jon

[ogdens]

Hi Da Blue -

 

yes, they are different. One goes to tech support agents, the other directly to Digital River.

 

Let me know how it goes tomorrow if nothing happens.

 

Jon

 

That phone # is not a valid number, would you check that it is correct.

 

Tony

[Katherine001]

That phone # is not a valid number, would you check that it is correct.

 

Tony

 

That phone number does not work. Here's the thing. You take people's money, you need to make more of an effort to deliver the product.

The customer service here is very very poor.

 

The thing I was able to download doesn't work and the download process is obviously problematic. This is what you people do for a living, so why don't you do it. Or are you out of business already?

[jonatsonic]

That phone number does not work. Here's the thing. You take people's money, you need to make more of an effort to deliver the product.

The customer service here is very very poor.

 

The thing I was able to download doesn't work and the download process is obviously problematic. This is what you people do for a living, so why don't you do it. Or are you out of business already?

 

Hi Katherine -

 

I looked into your ticket history and you haven't purchased or requested help since 2007.

 

If you have a more recent version of our software that you purchased and need help, please let me know and I'll be happy to help you out.

 

 

All -

 

As for the phone number being incorrect, I pulled it from an old article that will be updated shortly. My apologies.

 

That number is not owned by Roxio or Sonic, but Digital River who distributes the software for us. To further my embarrassment, Digital River updated their contact number in November, 2009 to 952-646-5132. However, these things slip through the cracks from time to time and again, my apologies.

 

Thanks,

 

Jon

[ogdens]

Hi Katherine -

 

I looked into your ticket history and you haven't purchased or requested help since 2007.

 

If you have a more recent version of our software that you purchased and need help, please let me know and I'll be happy to help you out.

 

 

All -

 

As for the phone number being incorrect, I pulled it from an old article that will be updated shortly. My apologies.

 

That number is not owned by Roxio or Sonic, but Digital River who distributes the software for us. To further my embarrassment, Digital River updated their contact number in November, 2009 to 952-646-5132. However, these things slip through the cracks from time to time and again, my apologies.

 

Thanks,

 

Jon

 

Thanks Jon.....I hope that is a Toll free number.

 

Tony

[jonatsonic]

Thanks Jon.....I hope that is a Toll free number.

 

Tony

 

It is not. Ask Digital River about that

 

Jon

[dablue]

I haven't tried either number again since yesterday. However, I finally received an email reply. In fact, I received several that all said the same thing. They directed me to the order page and told me to click on the download link. I didn't bother to respond to tell them that is what I'd done in the first place. I can only assume they missed the most important part of the error message I received, which said, "Sorry, Invalid request. Line item you are trying to download does not exist."

 

Anyway, I canceled the order and requested a refund. Brendon on another forum helped me get my old version working again, so I'll stick with it for now.

[jonatsonic]

Hi DaBlue -

 

Thanks for getting back.

 

I only saw a single response in your ticket history, but you are right: the agent did not read your question thoroughly and provided you with an incorrect answer.

 

Even though you have found a solution, I am going to escalate your ticket to our upper management and they can decide where to go from there with your situation and the corrective action for the agent.

 

Obviously, the news isn't positive for the Roxio team, but your feedback helps us improve our services for future customers.

 

Jon