Time to Ditch Digital River Microsoft!

I ordered the standard version of office, the download contained the home and student edition. I need the exchange server support so that wasn't going to cut it, not to mention the fact that it was entirely the wrong product! I went three days without any response from Digital River and eventually asked for a refund on the entire purchase and went to my local Apple store to purchase a DVD of the product.

Is there any way that you could send me your order number so that I can see what happened and try to improve the process?

The order # was 460052291

Could you verify that order number? That number is too short. Alternately, I can look it up by email address. If you don't want to post it here, you can email it to me at nmielke (at) microsoft (dot) com.

Nadyne,

I am having a similar problem. I can't get a refund for Microsoft Web Expressions 3, which I purchased through Microsoft.com / Digital River. I made the purchase on 8/31, and immediately realized I had purchased the wrong product for what I was trying to do. I asked for a refund within 12 hours, for order number CNL301595074

I have not been able to get any response, even though I have sent at least 5 e-mails through their refund / customer service system.

Joe

Digital River are a truly awful company to do business with. If Micrtosoft 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.

I tried to order Windows 7 with a student discount. My school doesnt provide a .edu email. My school is on the list of approved institutions. I went through Process over a month ago. I have not recieved an Email with instructions on how to purchase...