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MelancholyBluez
MelancholyBluez
Join Date 02/2013
0

Object Desktop Subscription

NO CUSTOMER SERVICE/SUPPORT

February 21, 2013 7:14:36 AM from Stardock ForumsStardock Forums

I purchased a 1 year Object Desktop Subscription for my daughter two days ago. AFTER making the purchase, this message appeared: "Account: melancholybluez@live.com Order Number: 2503141 - Status: This order has been queued for processing by customer service. You will receive an email within one business day, at which time you will be charged and your order fulfilled". It has been more than one business day. A "Support Ticket" has been filed (Ticket TSX-125-50507) & I've written 3 times using that ticket number, receiving NO reply or even an acknowledgement of when I might receive a reply. This was a gift for my terminally ill daughter & I mistakenly thought this was going to be a pleasant shopping experience, but it's turned into a stressful joke. I saw that I'm not the only person with customer support issues just by reading over a few topics in the forums. Had I known BEFORE ordering that there was no customer support OR that my order would be "queued for processing" by that non-existent customer support, I would have made my purchase for a similar product elsewhere. I have done a lot of online purchasing (I'm very busy & it's usually easier to do business online) & this is the FIRST time I've ever had to wait to receive a registration number - ALL other companies produce the registration number IMMEDIATELY  when you place your order. Then I read that I should post in the forum because I'll get "faster assistance" & the Stardock Corporation "likes that". HOW FREAKING RIDICULOUS! The ONLY reason to "like" FORCING PAYING CUSTOMERS to use a forum to resolve issues is so customer support/service doesn't have to do their jobs and actually provide customer support/service. I don't have time to sit online on forums, waiting for a variety of suggestions and/or answers from people without the power to actually correct the problem - or to keep returning to see if anyone has actually provided useful information. COULD SOMEONE PLEASE TELL ME WHEN I MIGHT ACTUALLY EXPECT TO RECEIVE A REAL ANSWER & WHEN MY DAUGHTER MIGHT EXPECT TO RECEIVE THE REGISTRATION NUMBER AND BE ABLE TO DOWNLOAD & USE THE PURCHASED PRODUCT (NO WE DON'T WANT THE "FREE TRIAL" DOWNLOAD THAT DOES NOT FULLY FUNCTION, IF WE DID, I WOULDN'T HAVE PAID $50.00 FOR THE SUBSCRIPTION!)??? Quite frankly, I'd much rather have a refund & go elsewhere, but according to the FAQs, this company has NO intention of refunding anyone's money for ANY reason whatsoever! I've never dealt with such a poorly-run software company in my life (& I've informed the colleague that recommended this company to NEVER recommend it to anyone else, it's a WASTE OF TIME)! This is complete BS! Let me guess: my post will now be placed in a queue for moderation; then maybe posted, maybe not & I MIGHT receive a helpful answer, probably not.


MelancholyBluez

🌹"vivere per morire un altro giorno"🌹

 
 

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MelancholyBluez
DrJBHL
Join Date 04/2002
+2349
Reply #1 February 21, 2013 7:34:20 AM
from WinCustomize ForumsWinCustomize Forums

Please accept my hopes and wishes for your daughter's health, and a different outcome for her and you.

I'm sure someone from Support will see this thread. I will forward the url of this thread to Support.

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MelancholyBluez
Neil Banfield
Join Date 04/2001
+505 sdemployee
Reply #2 February 21, 2013 8:05:12 AM
from Stardock ForumsStardock Forums

I have had a quick look at your ticket and it seems you have replied to it twice.  As noted in the original mail to you when you opened the ticket, any replies put it to the back of the queue thus increasing the delay in replying.

I have made sure the right people have seen your ticket so they can look into it for you.

Usually orders happen instantly, but sometimes things about the order raise fraud flags.  This can be due to the card being used in the wrong country for example as well as a long list of other fraud indicators.  When this happens the queue is normally cleared manually and I am suprised this has taken more than 24 hours (other than on Weekends of course)

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MelancholyBluez
MelancholyBluez
Join Date 02/2013
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Reply #3 February 21, 2013 8:06:51 AM
from Stardock ForumsStardock Forums
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MelancholyBluez
MelancholyBluez
Join Date 02/2013
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Reply #4 February 21, 2013 8:15:04 AM
from Stardock ForumsStardock Forums

If I thought the card was an issue, I'd have never made the purchase. I'm from the USA & it's a USA credit card, but I'm currently in AU with my daughter. There was nothing indicating this would be an issue & I've used the card numerous times from all over the world. A simple email or number I could call could have cleared this up instantly. Providing the registration code as advertised (within one business day) would also have prevented me from having to reply to the ticket twice (I enquired as to when the registration code might be made available).

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MelancholyBluez
MelancholyBluez
Join Date 02/2013
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Reply #5 February 21, 2013 8:20:07 AM
from Stardock ForumsStardock Forums

THANK YOU so much, you are very kind. 

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MelancholyBluez
DrJBHL
Join Date 04/2002
+2349
Reply #6 February 21, 2013 8:28:02 AM
from WinCustomize ForumsWinCustomize Forums

Your ticket will be reviewed by Support: I've done as I said I would and Support is aware of the this post.

Please avoid multiple emails before Support (actual person) answers as pointed out by Neil Banfield.

Also, please realize that Support cannot be aware of your visit to Australia, and the use of the card there might have put it on a fraud prevention protocol, further holding things up. That is done for the card holder's protection.

 

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MelancholyBluez
MelancholyBluez
Join Date 02/2013
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Reply #7 February 21, 2013 8:52:54 AM
from Stardock ForumsStardock Forums

Thanks, I really appreciate your help. I received an email from "Ken" stating that the credit card was the issue. I, of course, had no way of knowing that because nobody told me, or I could have corrected the issue without all of the fuss & stress. As you can imagine, I'm very stressed about my daughter's condition, I was trying to purchase a gift & I had zero feedback as to what the issue was. A simple email or area in FAQs regarding credit cards used out of country would have been helpful & saved a great deal of time. I've also enquired as to whether using my daughter's AU card will resolve the issue & she can receive the registration key immediately. I wonder if we should just cancel the original order (or ignore it as it won't be paid for with that card anyway) & let my daughter place a new order with her credit card details. Guess I will wait to see what they say - thanks for your help, I really appreciate it! 

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MelancholyBluez
MelancholyBluez
Join Date 02/2013
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Reply #8 February 21, 2013 9:25:23 AM
from Stardock ForumsStardock Forums

I'm pleased to report that this issue has been resolved! THANK YOU DrJBHL & Neil Banfield for your patience, understanding & assistance. 

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MelancholyBluez
DrJBHL
Join Date 04/2002
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Reply #9 February 21, 2013 9:31:44 AM
from WinCustomize ForumsWinCustomize Forums

You're welcome. Best of luck with your daughter. Our thoughts and prayers.

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