Roxio Clearly Doesn't Care

[rdschultz]

Anyone else here have a similar story?

 

I needed a new download for my program, its taken me 6 calls into roxio 3 of which were not dropped while being transferred. I was told on the 2 times they would reset things, they have not. I was told they fixed the issue so I could download again, but then they erased my order number.. and when you send responses back to them they ignore them.. This is a great example of a company that thinks it doesn't need to worry about its customers because it thinks its to big to fail..

 

Anybody have the number to call and talk to someone who cares about roxio and its reputation ? You would think they would put those people on the customer service end of things..

[sknis]

Anyone else here have a similar story?

 

I needed a new download for my program, its taken me 6 calls into roxio 3 of which were not dropped while being transferred. I was told on the 2 times they would reset things, they have not. I was told they fixed the issue so I could download again, but then they erased my order number.. and when you send responses back to them they ignore them.. This is a great example of a company that thinks it doesn't need to worry about its customers because it thinks its to big to fail..

 

Anybody have the number to call and talk to someone who cares about roxio and its reputation ? You would think they would put those people on the customer service end of things..

 

Why do you need a new download? Didn't you make a copy the first time you downloaded? You didn't even say what program you needed to download.

 

Are you talking to Roxio support or to Digital River? Do you have the original e-mail message from them to reference? How many times did you already download; there is a limit. Did you buy the extended download service or pay for a back up disc?

 

Penny wise and...

[rdschultz]

my backup disk was stolen along with my case of other backups on my last location shoot. I directed the message to Roxio in the subject matter. I downloaded it once and it's been fine until I got the new computer and now I can't seem to get a copy of it, the free trial that you can buy and enter the code once purchased is only available on their PC versions. I posted this to try to get someone with a similar story who found a # that connects me with someone who can help and not just further delay the issue.. Toast is a great program, but bad customer service will scare away a lot of people. I am self employed and know it is important to have complaints taken and handled when they have substance. I would like to pass my complaint on to someone who cares.

[d_deweywright]

I guess I would ask two things:

 

1) You don't still have the original download on your HD (possibly on your old computer)?

 

2) How long ago was your original purchase?

 

Hopefully someone from Roxio will respond to you directly.

[jonatsonic]

Hi RD -

 

I have reviewed your ticket from our support team.

 

On 1/26/10 they provided instructions on how to re-download your software. They advised that the download was only good until 1/31/10. This was a courtesy as your original redownload expiration date was 1/8/10 and we usually charge for any extension.

 

Were you unable to get your download before 1/31/10 or were you unable to download at all? We normally don't have download issues from Digital River, but if you encountered a specific error that prevented your download, please let me know.

 

I have also escalated your comments here to our management team for an investigation into the issue and they should contact you today.

 

Thanks,

 

Jon

Roxio Customer Care

 

PS - I suggest once you do get your download, please back it up.