digital river does not deserve to be microsoft default agent

Question

i have been caught out in the last 24 hours when my trial version of office 2007 ran out & then it locked me out of all major processes. i was unhappy that i was not given a warning but proceeded with the online purchase from DR for the full version. they have had the order since yesterday & have not provided me with the product key or any other explanation. their office is in Ireland (looking after Australia - ridiculous in itself) and after 4 emails, i have had no response. Microsoft Australia are happy to TALK with me but can't/won't do anything about it. i have now lost a full days work & i blame Microsoft for this. Microsfot set up the arrangement with DR who are not providing any service to me.
this is the content of the 4th email sent to them which is not responded to. 
also i went to their order tracking fields which dont have any record of the orders but their order history page does have the record of it . not professional!
  
PLEASE RESPOND.
Orders CNL56813568 & CNL 56812962 - to be either supplied or cancelled. i have never expersinced such a poor response on something as simple as this form of transaction - having to wait 24 hours for you to do one thing or the other is very poor. Microsoft clients are being held to ransom for no reason. 

Answer 1

Hello Andrew,

This is the Expression Media forum, and I have no way to get keys for Office 2007 directly. I also have no way to get your contact information to get you the help you need. But we do want to help you. So if you will write xmforum at microsoft.com with your email and phone number, I'll engage our urgent issue assistance folks, and we'll get some relief for you now as well as try to address the ongoing DR issues.

Regards,
Anita Oakley
Microsoft Expression Media Support

Answer 2

I am having the same issue.  I am extremely frustrated.  What was the outcome of your issue and how can I resolve this problem. 

Answer 3

hello Terri,

Please see my post in your thread.

Anita

Answer 4

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Hello Anita,

My problem with Digital River (DR) started on 9 October 2009, when I decided to take up the student offer for Microsoft Office ultimate 2007. I went through the process of being checked for eligibility and received an email back to my Open University (OU) student email address indicating I am eligible. I placed my order online (including the optional extended download). My credit card (CC) was accepted and the funds have been taken from my account.

The 1st problem was that I never receive a password to go with my order number, although I did receive an order confirmation email with details, excluding the password (I still do not have an actual email from DR, I found the password by accident whilst looking at the link web addresses included in their emails, in detail. It was buried in one of the site references in an email to me). When I did eventually found the password and entered it with my order number, the message came back that my order did not exist.

However, I was able to get to the download page by entering my OU email address and the last five digits of my CC number. I set the download running, but after 15 minutes or so, a message popped up telling me that the file could not be down loaded and the server had been reset.

It is now 18 October 2009 and I still do not have my software. Thirty emails have been sent back and forth, with answers coming back from DR that only gave a cursory glance to most of the many problems I was encountering. The first exchange was when I knew I was in for a tough time.

I emailed them about their system not recognizing my order number & password combination, but it was accepting my email address and the last five digits of my credit card. Their reply astounded me, it stated that quote "We have searched our commerce system with the information that you provided, including your email address. We were unable to locate a matching order.", plus a load of other useless information. I sent another email, explaining the problem again. A couple of days later I got another reply, quoting the details of my order and indicating that is all down to a corrupt or missing cookie.

Several emails later with excuses ranges from "you have exceeded your limit of downloads"; "disable all your protection for spyware, malware and viruses, and disable your fire walls. I actually followed that suggestion (like an idiot!). The nest next email I sent was to tell them that I wanted my money back or a working program (Oh, sorry, I forgot, at on time they told to by a DVD back up from them so I could get the software!). Their reply did not acknowledge my request for money back and contained the following; quote "We apologize for the inconvenience; unfortunately, we are unable to assist you with technical support issues at the Ultimate Steal online store. Please contact Microsoft for assistance with the product you have purchased.”

By this time as I am sure you can imagine I was outraged. I wanted desperately to talk to someone from DR, but, despite requesting a call in every email I sent, I still have not received a call. I have tried to find a UK phone number for them, which has proved a thankless task.

After another email from me in which I restated all the various problems and what it had cost me in download time, my personal time, my frustration, anger and anger. I really dislike being ignored, fobbed off, lied to and generally messed around. I am not surprised that they recently lost their biggest customer in the USA!

From that point of the saga my frustration grew in proportion to the slowness of their replies and their inanity. There are many more emails I could reference here, but I have gone on long enough. Just to say, the last one I received stated that they had increased the number of download attempts. Again, stupid me thought that this was their way of telling me that they had fixed the problem. Wrong. I have fired off one more email which is informing them that I am taking legal action against them. And not just for the value of the unfulfilled order.

Sincerely,

Mr Ian C Carter FMS

 

PS: I have not looked at the xmforum yet, but I will.

ICC

Answer 5

I can't do anything about Digital River, but I can help you. 

What I need you to do is email xmforum at (@) Microsoft.com, and send me the receipt from Digital River. I'll post the product on a file transfer site for you to download and send you a key if you need it.

Regards,
Anita

Answer 6

Thank you Anita, your help is very much appreciated. I will send the receipt today.

I believe very strongly that Digital River must be held accountable for my and many other debacles.

Cheers,

IC

Answer 7

Hi Anita,

I am hoping you are able to help me as well, as I have experienced a very similar problem as Ian. I placed a pre-order for Windows 7 with Digital River. I have received and Order Confirmation from them, with my order number. I was under the impression that I was supposed to receive my product key on this email, however there is none!? As mentioned by Ian, to try and get hold of Digital River, is impossible!

I too am able to log in using the email address and last 5 digits of my card number. No password was supplied for my transaction either and when trying to track my order (I ordered both the download and a backup DVD), using my order number, it says my order does not exist (but, as mentioned, I was able to log in and download the software - succesfully - using the email address and card digits.)

Is there anyway I can get hold of the licence key which I have purchased, but not received?

Kind Regards,
Daniel Ramsell

Answer 8

Hello Daniel,

As an Office support person with an emphasis on Expresssion Media, I have no access to Digital River. Nor do I work with the Platforms marketing or product group at all. So there's no way that I can help directly.

But I did do some research, and found that there is a customer advocacy group here at Microsoft. If you contact them, they will get to the bottom of the problem and make sure you are taken care of. Email advocate at (@) microsoft.com. Include a full description of the problem and your contact information.

Thanks!
Anita Oakley

Answer 9

Hi Anita

I have recently purchased MS Office Pro Plus 2010 as an offer sent out by my organisation, through Digital River.

The product key does not work, I have tried installation on two separate PC's.  I am having no luck with DR replying to any support requests I have sent to them.

Can you help?  I have the original order with the product key.  Is there an email address I can send my information to?  I purchased this product over two months ago and I am extremely frustrated that I am unable to use the product!

Looking forward to your response.

Angela