Hello,
I am contacting you in regards to an error in an order that I placed today.
On 10th May you sent me an email, subject "4 Premium Mac Apps for Just $50 - A $200 Value!" I decided to take advantage of that offer and I clicked on the button "Download now for only $50". The shopping cart showed only one item in the cart - Spring Cleaning 11 Deluxe (and the download protection) I figured that there was a glitch in the system, and I did not have time to explore. I removed the items from the cart and closed the browser window. I decided that I would try again later.
Over the next couple of days I tried to purchase the bundle again, always with the same results.
Today you sent me the same email, and I decided to try one last time to purchase the bundle. I clicked the link in the email and was once again taken to the shopping cart where I once more found only one item - Spring Cleaning 11 Deluxe (and the download protection) - in the cart. I then thought that was maybe what was supposed to happen, and that the other items would be added when I downloaded the software. I proceeded with the purchase, and received the following confirmation of my order. It appears that, in fact, I do not have the bundled items. Perhaps I am missing something here? Is there a link that I have overlooked to obtain the other bundled software?
As the Logo Design software was the item that I am most interested in obtaining, I sure you understand that I am disappointed.
What steps do we need to take to rectify this? I would sincerely like to obtain the bundled software, as offered in the email.
Thanks for helping.
Customer (Dave Lord)
05/19/2011 08:00 AM
I've been trying to email this message to smithmicro_cs@digitalriver.com
but it keeps bouncing back to me.
Response (Craig Norton)
05/19/2011 08:29 AM
Hello Dave,
We have noticed that this might happen with a few customers, and it has to do with the way your browser is not clearing it's cache.
We can process a refund for you, then you can purchase the bundle.
Regarding the clearing of your cache, please review this article:
http://www.wikihow.com/Clear-Your-Browser%27s-Cache
Also, it is helpful if you clear your browser's history:
http://www.wikihow.com/Clear-Your-Browser%27s-Cache
If the order is processed correctly, you will see line items for each of the products in the bundle with the appropriate price.
Please respond back if you wish to have us process the refund for your Spring Cleaning 11 order..
Regards,
Craig Norton | Technician, Technical Support
Customer (Dave Lord)
05/19/2011 03:37 PM
Hey Craig,
Thank you so much for your prompt reply. Unfortunately I missed it as I had gone to bed.
I have just cleared my cache and browser history, as instructed. (I do that every few months as a routine maintenance.) The button in the email still populates the cart with the same one item, - Spring Cleaning 11 Deluxe - and download protection.
Is it possible for you to just transfer my payment to the order for the bundle? They are for exactly the same amount.
Failing that, is there an alternative? I see that the offer expires today, your time. I really would like to take advantage of this offer.
Cheers,
Dave
Response (Craig Norton)
05/20/2011 07:53 AM
Does the same thing happen with a different browser?
Unfortunately we are not able to transfer credit from one item to another as the offer is made through the Nuance company, via Digital River.
Smith Micro does not offer this same bundle on our store site : http://store.smithmicro.com/
Regards,
Craig Norton | Technician, Technical Support
Customer (Dave Lord)
05/20/2011 09:47 AM
Hi Craig,
I'm using a Mac. My default browser is Firefox, latest version. I have copied the link from the email into a Safari browser window, and the url opens with the cart populated with all four products. How bizarre! I would consider myself quite computer literate, and I have never seen behaviour like that. I build and host websites (www.netmates.com.au)
So I am happy to proceed with the purchase of the bundle, if you can give me an assurance that I can get a refund on this existing transaction. I don't want to end up with two copies of Spring Cleaning 11 Deluxe.
Thanks heaps for your assistance.
Cheers,
Dave
Response (Craig Norton)
05/20/2011 10:36 AM
Hello Dave,
Thank you for trying Smith Micro Software. We have processed the refund for you on order 11593509145. Please make sure to destroy the software and any emails containing the serial number for this purchase. You will see the refund on your account within 7-10 business days. Again, we thank you for trying Smith Micro Products.
Regards,
Craig Norton | Technician, Technical Support
Customer (Dave Lord)
05/20/2011 11:16 AM
Thanks for processing the refund.
I have not actually downloaded the Spring Cleaning software. It is the Logo Design App that I actually need.
I followed through with the purchase of the bundle, opting to pay with PayPal. I entered all of my contact details, and submitted the order. That took me to a page with the message "Thank you for your purchase. Your order is currently being processed. You will receive an email shortly confirming your purchase and including delivery information."
It did not take me to the PayPal website to process a payment.
I have not yet received any confirmation email. GRRRR!
Maybe it is because the offer has expired?
Why is it so hard to purchase software? I am getting increasingly frustrated! I have been trying to purchase this bundle since 10th May. I have a client who wants me to design a Logo for him, and I can't put him off for much longer.
I have been a customer of Smith Micro for about 2 years. I purchased Rapidweaver from you, and have been recommending it to all my associates (well, the Mac users)
I don't understand why this is not working out for me. Should I just give up?
Either way, it is now 4.15 am here, and I need sleep. I have just lost 3 hours sleep tonight trying to sort this.
Response (Craig Norton)
05/20/2011 11:53 AM
Hello Dave,
The order status states that it is "Pending Payment". This happens with PayPal at times because PayPal can be a bit slow in processing. You should receive order confirmation via email shortly with download instructions and serial numbers.
Regards,
Craig Norton | Technician, Technical Support
Customer (Dave Lord)
05/20/2011 05:59 PM
Still no order confirmation email.
I've logged into PayPal manually, and there is no record of the transaction, pending or otherwise.
I find this whole process to be beyond comprehension! I have owned a computer since 1985, and have never experienced so many issues in one transaction. Of course I understand that things don't always work as intended, however I find it totally unacceptable that I have been trying to make a purchase for 12 days with no viable outcome.
Customer (Dave Lord)
05/23/2011 11:32 AM
I received a notification today that my recent order for this bundle of software has been cancelled! This comes after not ever having received a confirmation of this order. The email tells me that I need to reorder the software, which obviously will not work, as the shopping cart is once again being populated with the Spring Cleaning App.
It is now 14 days since I first tried to purchase this software. I have done everything possible within my power to complete this transaction.
I am BEGGING.... Is there any way that I can buy this software. I have money and I wish to give it to you. Is anybody listening? Surely it can not be this hard to deliver a product in return for payment??????
Response (Melissa)
05/23/2011 12:16 PM
Hello Dave,
It appears that there was no further action that took place to complete the PayPal Transaction; hence the reason the order was cancelled. I would be interested in knowing what internet browser you used in order to attempt your purchase. This way we can further investigate why this order did not complete. I look forward to hearing from you. Thank you.
Regards,
Melissa J. Tinling | Customer Service Sales Lead & Technical Support Analyst
Customer (Dave Lord)
05/23/2011 12:25 PM
Hi Melissa,
Did you read this whole history?
Quote "I'm using a Mac. My default browser is Firefox, latest version. I have copied the link from the email into a Safari browser window, and the url opens with the cart populated with all four products. How bizarre! I would consider myself quite computer literate, and I have never seen behaviour like that. I build and host websites (www.netmates.com.au)
So I am happy to proceed with the purchase of the bundle"
And then "I followed through with the purchase of the bundle, opting to pay with PayPal. I entered all of my contact details, and submitted the order. That took me to a page with the message "Thank you for your purchase. Your order is currently being processed. You will receive an email shortly confirming your purchase and including delivery information."
It did not take me to the PayPal website to process a payment.
I have not yet received any confirmation email. GRRRR!"
My question is.....
CAN I BUY THIS SOFTWARE? PLEASE? IT SHOULD BE REALLY EASY.... I SEND YOU SOME MONEY, AND YOU SEND ME SOME SOFTWARE!!!!!!!!
Response (Melissa)
05/23/2011 01:03 PM
Hello Dave,
Thank you for the summary run down of the information provided. With the new Firefox 4, semi-new Safari 5, latest version of Chrome and Opera having launched we apologize for the inconvenience; however, Digital River is still working out some of the issues that they have with their Secure Website and Security Certificates that the newer browsers are having trouble recognizing.
Smith Micro does not intend to make this difficult; although, because you are switching from one secure web page to another it's not processing correctly. The other explanation to this is, PayPal's server was down and running maintanence. I did a little digging in their vendor newsletter and see they've been having some issues. Though, it appears that your initial purchase that only wound up being Spring Cleaning went through just fine with your MasterCard. I would attempt the purchase this way and see it if allows you to complete. Again, we are sorry for the inconvenience but thank you for your understanding.
Regards,
Melissa J. Tinling | Customer Service Sales Lead & Technical Support Analyst
Customer (Dave Lord)
06/13/2011 08:49 AM
I just thought I would let you know how dissatisfied I am with your total lack of service. All I wanted to do was purchase software that was offered to me via email.
You totally wasted my time, and I still don't have the software.
As a result I will never do business with your company ever again.
I have unsubscribed from your newsletter.
I have started a website called "Nail or Fail". Smith Micro has the honour of being the first case I will be uploading. I intend to publish all of the emails back and forth regarding our last transaction.
Check it out www.nailorfail.com Content coming soon. Watch this space.
Response (Melissa)
06/13/2011 11:00 AM
Hello Dave,
The incident that was initially opened on May 19th and was last updated by myself on May 23rd, was automatically closed by the ticketing system. The ticketing system sends out an email informing customers that the incident will be closed if there is not an update within 3 days. Since we had not recieved word back from you within that 3 day window; regarding if you attempted the purchase when not using PayPal, your incident was automatically closed.
Also; though our Technical and Support Departments freely provide our names to our customers and those requesting assistance, I would respectfully request that you not publish them on the internet and that they be removed from the site. We do not publicize our customer's information for all to see and request that you show the same professional courtesies; otherwise this will be escalated to our Legal Department.
I am more than happy to help with the issues you are experiencing; however, this is a two way street. I cannot continue to investigate the issue if you do not assist me with information. Since the newer browsers have been released, I have been finding that they do not fully care for the secure redirect that is essential for the purchase to complete. Also; though you used the Safari browser, before copying and pasting and proceeding through the purchase process you may have wanted to clear the cache and the cookies. There are times when cookies and cached items remain in the history regardless of closing the browser. Unfortunately, at this time we are not running that bundle promotion. However, if you are still interested in the Spring Cleaning and the Internet Cleanup I would be happy to see what I can do. I look forward to hearing from you.
Regards,
Melissa J. Tinling | Customer Service Sales Lead & Technical Support Analyst
Customer (Dave Lord) 06/13/2011 06:50 PM Hello Melissa,
I never received an email informing me that the incident will be closed.
I do not believe that I am breaking any law in Australia by publishing correspondence on my website, with or without names. I have not been slanderous or libellous. I welcome an opinion from your legal department.
I am not "experiencing issues", you are. How do I know? I have processed thousands of electronic transactions over many years, and continue to do so on a daily basis. I have NEVER had a problem, ever. Until now, and only with your company.
It is not my responsibility as a customer to troubleshoot your issues. However, as a courtesy, I have wasted well in excess of 10 hours of my life providing feedback, with no resolution.
Firefox is hardly a "newer browser". I am using ver. 4.0.1 which has been around for what? 3 months?
If you read the transcript, you would know that I did clear my cache and cookies, on different browsers, more than once. Sometimes it worked, sometimes it didn't. Therefore, I do not believe that is a contributing factor in your problem.
If you read the transcript, you would know that I never wanted Spring Cleaning and the Internet Cleanup. I only ever wanted Logo Design Studio Pro. The timing of my purchase was because it was bundled with other software. So I hope you will not think me ungrateful if I decline to accept your generous offer to "see what you can do".
Regards,
Dave Lord
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