Can't Get a Response from Microsoft.com /Digital River!

Mike,

I was told on your site, as well as when I called Microsoft directly, that i needed to use Digital River's Customer Service system. The Microsoft customer service personnel gave me a number for Digital River, but it is busy at all times of day, no matter what day or time I try to call. And I have sent 5 e-mails through their online refund system, and the only reply I get is that they received my e-mail, and I should get another response within 24 hours. But it never comes...

I bought Web Expression 3 as a digital download (upgrade, not full purchase).

Thanks for any assistance you can provide...
Joe

Hello Joe,

Sorry for the delay in my reply. I have been doing some research and it looks like https://msstore.digitalriver.com/msev... is the proper channel to conact them.

-Mike
Microsoft Customer Service

Mike,

Thanks, but I've tried that several times. Looks like literally dozens of people have complained online in various forums that they are having the same problem - digital river's phone is always busy (even in the middle of the night), they don't responded to e-mails (including when sent through the webpage you forwarded) and when anyone calls Microsoft, they are given the run around about calling digital river.

I was promised a call back from a supervisor the last time I called Microsoft, and never got a call back. It's been 29 days since my purchase, and 29 days since my first refund attempt.

I can't believe that this customer service system works for you, but I have already contacted the office of the Pennsylvania Attorney General, Tom Corbett, about what is clearly consumer fraud on the part of Microsoft and Digital River.

I

Hello Joe,

Please email me at [redacted]. I can file a complaint with our Response Managment team on your behalf and can give them your contact information so they may respond.

-Mike
Microsoft Customer Service

Digital River are a truly awful company to do business with. If Microsoft don't ditch Digital River I will be ditching Microsoft.

I am in the process of trying to find out where the Windows 7 backup disk I ordered is as the installer doesn't work (plenty about that on the Web!).

Ordered and paid on 26th October. Money debited from credit card on 26th October. Waited 2 weeks, no confirmation of dispatch. Contacted Digital River through their customer service (a joke in itself) website. Got a response saying that it shipped DHL on 2nd November. The tracking number they gave me wasn't recognised by DHL on the link they provided.

E-mailed them again and they replied telling me it had shipped UPS and delivery should take 7 - 10 days. The tracking number they provided did work with UPS but it basically said that shipping information had been received and when item was received the details would be updated and the item shipped.

As of 17th November no disk had been received so I e-mailed Digital River again and was told that the item had been sent Royal Mail (UK) - a third courier thrown into the mix. I also asked for a phone number of Digital River and the address of their complaints department which they did not provide. They advised me that weekends did not count as business days and I should wait 7 - 10 business days.

I replied again asking them for phone number and complaints address, as well as pointing out that I was fully aware that weekends did not count as business days and that it was already past 10 business days in any case.

Wednesday 18th November (today) I received an e-mail stating that I should wait 7 - 14 days for delivery and they provided me with the same UPS tracking number as before (despite having since told me that the item shipped by Royal Mail). I tried the tracking number on the UPS site and it still had the same message about info being updated once they receive the item for dispatch. They still did not provide the phone/address details I asked for.

I have replied again and asked them if anyone there actually knows what is going on or indeed which way is up. Clearly stating in no uncertain terms that if they didn't provide me with the info I required I would visit their UK offices and deal with someone in person (which I will do as it is not that far from me).

I am still waiting a response to this one but don't hold out a great deal of hope for any useful response. The most frustrating and useless customer service experience I have ever had.

I have also contacted my credit card company with a view to recovering the funds as I have no faith that anyone at Digital River is capable of resolving the problem. My credit card company appear willing to recover the funds as I have a great deal of evidence of Digital River's incompetence in their e-mails to me and which includes numerous forums and blogs such as this.