Do you work for desastersoft or why are you putting up such weird thoughts and explanations? What they're doing is borderline legal. In fact I'm almost certain you could sue them for it. That's what I was hinting at with my last post. Maybe you should actually try to read it. If you don't understand it just ask.

The required steps they have to take are:

• Adjust their TOS.
• Display a note on their webshop about their download "policy".
• Actually CREATE a policy AND make you accept it during the shopping and checkout process.
• Optional: Treat customers with respect.
• Optional: Don't find excuses for non-existing or unprofessional service.

The way I see it this company is shady at best if they respond in such manner and I wonder if they even intend to fix the process and eventually their business attitude.

I got word from them that I must wait till Monday when the tech is in because I don't have the original E-mail that was sent when I bought it the 1st time, wait and see I guess.

Funny!...the saved folder is there for a reason:confused:

What really is disturbing is the quick bashing of a small, i mean really small, company, which doesn't has a big staff for customer care or a legal department,
and is working in a niche where a few pirated copys really have consequences.
Customer care, in the form as it is idealized here, is possible for multimillion Dollar Companies, not the few man shop that we have here were the boss really has to work.
Some people here are really letting their imagination run free.
Bottom line is that when a PROOF of buy is presented the download is possible, again.
Usually it is always a communication error, technical or attitude related.

S!

This what Robtek said. Maybe a small reality check is in place. Godfather of my son is German and had a business. He said people were acting like jerks and threatening with law suits and whatever because 'customer is king'. And in most cases issues were cased by the customer,not the company. Go figure..

No.

Look at it logically. There is no associated cost with re-distributing a digital download. Anyone who says different is lying. They already pay for their bandwidth; that's a sunk cost.

What other costs are there? 30 seconds of paid time to answer the email?

AFAIK the original poster had proof of purchase. He stated I believe more than once that he had emailed desastersoft with his receipt.

This is just a case of a small company not understanding that the rules of customer service apply to them as well.

They say the customer is right for a reason. If you piss off your customers, they'll just go somewhere else or not buy from you.

robtek,

what you say is only partially relevant here and gives the wrong context imho for this current situation. in fact the content of your post here would make more sense if you read it in reverse order (from end to beginning) :)

eg, the original poster already previously had sent a "normal" email with his proof of purchase (in fact several i think) to explain his problem and ask for a re-download (which is a common request with most e-game retailers). when after at least 2 of these requests they still refused to help, he sent them another email with some one liners expressing his frustration

its only after that that the OP made the post here

magically the representative from Disastersoft who quickly appeared on the forum then only quoted the later frustrated email, but very conveniently overlooked the earlier normal customer request emails (that had included proof of purchase). i'd call that deliberate misrepresentation to say the least. that same person then also tried to give some lame excuse about not having the bw to provided further downloads and indicated they wouldnt help customers requesting assistance with that type of problem.

that's when the brouhaha here started :)

you should only look at being lenient if the company is small and in a niche product section that we all support here, but if it seems to have the right intention and makes an effort to support their customers. but the bottom line is still the same, having somebody with some sense of customer care represent disastersoft here and provide a reply would have been a lot smarter, right now they just compounded the problem and several other people with the same issue with them also appeared, so it is not an isolated incident. they also need a clearer and more open policy of how they deal with this type of problem, since it is predictable it will happen again to one of us here in the future

compadre, that is anecdotal evidence about an event in a different context

the example earlier in this thread from the wine/spirits merchant customer care approach was much more relevant. eg, be prepared for what type of problems might occur with your products (eg, in this case a re-download request that is legitimate or maybe fraudulent), deal with genuine and normal customers in a civilized and helpful way, and be firm with the pranksters or fake ones.

and in the same way there are occasionally obnoxious customer making irrational or unjustified requests, there are also frustrated genuine customers who know their legal rights and are willing to act on them. between those 2 extremes is where we find ourselves, and in this case disastersoft is the one with egg on their faces.

Just an quick update from me :) For you who have read through all these pages will know Im one of the customers, who did not manage to make an backup in time. This morning I got an mail from Thomas, with instructions on how to download the software again and do appreciate the help they provided.

As I have said previously. There are no reason not to order from them (it`s a damn good campaign) and! If you contact them in a good manner and explain to them, the chance for a positive solution are there. So! Thx alot Thomas for your help, appreciate it. To be fair to the community a big thx from me :) It`s no secret that bringing issues like this up on these forums, could and can have an effect on the out come :) So! Thx ;)