S!

Matt255..they sucked it up and went on. Today there are so many crybabies and whiners, just because the idiotic phrase "Customer is always right". They are to an extent but these days it is just a system to be abused blatantly. I lost a CD..so what did I do? Got a new one..

No backup is fool proof, but if you do not backup, your loss. Of course losing a backup can happen but again not the most propable cause. Storm in a glass of water again..

Good point mate. :)

Perhaps if they explained it like that they may have had a better response, instead of being frig wits. Data is different than a CD or a car though mate. Perhaps if these people sent us disks with the product on it we can tuck the disk away just in case the comp blows up. Now that's a great idea.

S!

What stops you making a backup CD or DVD yourself to tuck away, problem solved ;)

Some people don't like solving their own problems.

Still, poorly handled. Also, what's up with the 21€ shipping costs within the EU? That should be like 5€, tops!

I would have a hard time writing a friendly response to the OP to be honest. The topic title alone says it all IMO. I think no response from desastersoft would've been best though.

Yeah well, my car comment was a bit an exaggeration obviously. Still, even data costs money. Having an employer check the claim, explaining to the customer to download it again and supplying a protected download link, then probably explain a bit more how he can make a backup, this all costs money. And all that because the customer didn't make a backup of a 25 EUR (or how much was it originally?) product.

As far as I see, they offer almost all expansions as DVD, but understandably, this costs more money. Maybe they would be better off, if they would offer all expansions for the same price, regardless of DVD or digital download. But I guess the same people would then complain about the digital download not being cheaper than the DVD, even though it should be.


Insured shipping via DHL to EU costs atleast 15 EUR, via Hermes 10 EUR, without packaging. So they should offer it for 5 EUR and lose money? Very funny. What company do you work for?

A simple "Here ya go" from Disastersoft would've bought them incredible good will. Sure, they're under no obligation to replace a lost product, so they didn't. Good for them. But it's already cost them more than the 5 minutes it would take to pull up an account, verify the purchase, and simply send a link to download.

Yes, I've got "Wick vs Dundas"; it's an excellent product. But I'm done with future purchases from them. They clearly have enough customers as it is.

The company handled this situation poorly. Granted that they have a bit of a point in that how are they responsible for a product that was purchased from them and delivered as agreed. However, even if an frustrated customer rants about your company (whether justified or not), common sense dictates that it is probably not a good pr move to engage in a spitting contest with that customer on another forum. Even worse, to post a quasi-rant in a language foreign to the language being spoken on that board.

As far as re-downloads are concerned, again, I say, the company really is in the right in so much as, he bought a product, they delivered it. It is his responsibility now. However, re-downloads are allowed in such a vast majority of all downloaded software internet purchases as to make it almost common practice. If you do NOT offer them, it is, again, probably good PR to make sure that it is apparent at the time of purchase that a re-download is not available or only available in certain, specific circumstances.

Last thought, if it does cost the company a slight overhead cost to offer re-downloads, then they should offer their customers the option of paying that overhead...again, good PR (of coarse making this clear at time of purchase).

My $.02

I hardly belive that. Lets take for example a game like Call of Duty: Modern Warfare 3 (I don't like the game but it's okay for my example). I guess the game is 7 gb large. Lets say in my whole life time I would download it 10 times which generates 70 gb of traffic. 30% of 49.99€ is 15€. So you say that steam pays 0.21€ per gb of traffic? Either the managment of Steam is very stupid or I am pretty bad informed about very high traffic prices in the US or you don't have any idea what you are talking about.

Edit: The quote in English:

Oh Christ, he's back.