Beware Roxio a/k/a Sonic web site
Beware Roxio a/k/a Sonic web site
- Subject: Beware Roxio a/k/a Sonic web site
- From: Barbara Passman <email@hidden>
- Date: Mon, 5 Sep 2005 12:31:40 -0500
I have happily ordered software on line, and downloaded product
successfully for several years.
Tonight I finally was stung.
I attempted to order and download the latest Toast software..
Roxio has sold to Sonic and the web site/customer service seems to
have deteriorated.
As a Toast licensee, I received the invitation to purchase the newest
version (Toast 7) with a decent "rebate" directly from the software
publisher.
Using the URL in this inviting Email message, I tried to purchase product.
-a customer has to have an account and log in to purchase or seek
product support.
I have my log in from previous Roxio contact.
Repeatedly the web site did not recognize my log in. it did, it didn't.
Even when using the log in sent me via the "forgot your log in"
information( I could not enter the site.
I created a new log in and ordered,paid for product .
The promised download link has not appeared anywhere.
And I found no easy way to alert Roxio/Sonic ("element 5").
Repeatedly I was led to auto reply support areas so that "Roxanne" ,
a computer bot, might assist me. Constantly clicking "no" to
"Roxanne"s queries gave me access to send a message. Even that access
was heavily structured with drop down choices and a very small text
box for me to explain the issue.
Somewhere in my hour long and more attempt to resolve the issue I was
allowed on a screen where a moving banner gave an "866" phone number
puportedly for sales issues. You betcha I am calling on Tuesday!
What of course is missing is a simple "contact us" email address
wherein the customer can relate the issue, citing receipt and order
numbers, etc to quickly make his or her point.
It is possible that the software is not yet available as the public
market release is a week or so away. If so, tell the purchaser that.
Very disappointing experience. So I suggest my fellow Mac users tred
cautiously into Roxio territory..
Barbara Passman
The Rest of Us, Chicago's Macintosh User Group
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