Never buy your stuff from the Nvidia store. EVER!!!

mad pistol

mad pistol

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Dec 17, 2008
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I'm livid right now. I'm about to forward this email to someone at nvidia, but before I do, I thought I'd share what the jokers at Digital River are sending me.

As some of you know, my 500GB Western Digital HDD recently crashed, and I lost all of the information on that drive, including all emails and a $30 copy of nvidia's purevideo application. Since I have Windows XP MCE 2005, My computer doesn't include a codec to play DVD's, thus the reason I purchased purevideo. Since I have no real way of proving that I purchased this program, I decided that I'd try tech support...

Anyway, here's the email, with some of the personal information/unimportant stuff edited out. If you want to follow exactly what's transpired, start at the bottom and work your way up.







Dear (Mad Pistol),

Thank you for choosing NVIDIA Store.

We apologize for the confusion about the last email you received. Please
double click on the link below further assistance with the product you
purchased.

Our contact information has changed. If you require the assistance of
our Customer Support Team representatives, please visit our Customer
Support at:

http://www.norton.com/cs
or
Europe: http://www.symantecstore.com/eu/cs
Norway: http://www.symantec.com/region/no/techsupp/support_options.html

Finland: http://www.symantec.com/region/fi/techsupp/support_options.html

Denmark: http://www.symantec.com/region/dk/techsupp/support_options.html

Sweden: http://www.symantec.com/region/se/techsupp/support_options.html

or
APAC Region/Australia/New Zealand: http://www.symantec.com/region/reg_ap/techsupp/consumer.html


Here, you can request information regarding the following:
- Download a digital order
- Check the shipping status of a physical order
- View and print an invoice
- Questions on installation
- Errors in software
- Help with features
- Updates, new drivers
- Subscription issues
- General questions regarding the product

Thank you for contacting the NVIDIA Store.

Sincerely,
Rossa M.
NVIDIA Store
[email protected]
http://www.symantecstore.com/global
Email ID: 11467603




Original Message Follows: ------------------------
Electronic Arts?!?! I sent this about Nvidia's purevideo application
that I downloaded from www.nvidia.com! How did you come up with
Electronic Arts? Look it up again. I know you've got the information in
your database that I DID purchase and download one of Nvidia's
Purevideo applications. I paid between $20-30 for the application, and I
demand that I get the original download information from that purchase.
If you need a credit card number OR any information corresponding to the
purchase, I'll be happy to oblige. However, sending me an email that you
don't handle customer service for a company that I didn't mention
ANYWHERE in my email is unacceptable.

Either try again, or I will be corresponding with nvidia directly about
this issue.

-(Mad Pistol)





On Wed Aug 12 17:14 , NVIDIA Service sent:


Dear (Mad Pistol),

Thank you for contacting Digital River.

Unfortunately, we do not handle customer service for Electronic Arts.
Please return to their website for their contact information so you may
inquire about the product.

Web: http://support.ea.com

We apologize for the inconvenience.

Sincerely,
Manuel T.
Customer Service
Digital River, Inc.
Email ID: 11467603





Original Message Follows:
------------------------
A shopper has emailed customer service with a request. The following
reasons were selected for the contact, and the specified email address
was given for contact.

Selected Reasons: DownloadQuestion - LostOrder
Shopper Email: deleted
Shopper Comments: I tried to look up my download of the nvidia DVD
codec, and I couldn't find it. I also tried using my old email address
(deleted) and that doesn't work either. I need help. I
know I purchased the software, but I do not have what I need to
redownload it (My Hard drive crashed, so I lost all my emails, including
the one confirming my order.) If you need the credit card number, I may
still have it (old debit card that's been replaced recently) Please
help.

If an associated requisition exists, the following fields were
completed.
Order ID:
Order Date:
Site ID:
Site Name:
Shopper Name:

Order Summary:


Sincerely,
Digital River
 
Last edited:
Its customer service, what were you expecting?
There are few companies with a help/support team that actually has a clue...

Regardless of that fact, it still sucks your having to go through all this trouble.
 
I just got off the phone with them. They have LOST my order, even though I have the statement right here in front of me and can tell them the date of purchase, card number, and which product I purchased.


This is unbelievable! It's a $30 piece of software! This should not be that hard!!! :facewall:
 
To keep you as a customer, I would think that they would let you download the program again. If they don't, it leads to events like this, degrading their company and store. That's the entire point of customer service, to make you happy with their company so you tell others that spend money there.

Instead of a simple link to allow you to download again, you get the run around. Sorry to hear that.
 
Chase said:
Dont murder me or anything, but couldnt you just buy another one?
Click to expand...

i believe the point is he shouldn't have to. you'd think a company like nvidia could would have the capability of keeping track of purchase records.
 
Chase said:
Dont murder me or anything, but couldnt you just buy another one?
Click to expand...

I spent $30 on the first copy. Giving them another $30 means promoting their business further.

Here's the simple truth. Either they find my order and send me my key so I can download and install it again, or they won't get anymore of my business. It's that simple. If they don't take care of their customers, how can I be expected to take care of them?
 
Have you checked the terms of use for the software?
does it say it is refundable?
If it doesnt say its refundable... then they will not and cannot do anything about it.
 
Also when did you Buy this?

Was it within 90 days? The warranty on the support is 90 days.
After 90 days, they dont care
 
This was a defeat.
I'm making a note here: HUGE FAILURE!
 
Usually you get your CD-key by email. You can download the free demo version and put in your CD-Key and it should activate fully.
 
See, this is why I like Gmail. I get emails. I change computers. I don't have to move my email store. I like it enough that I've switched our corporate email to their premiere service. :)

Anyway, I'm very surprised that MCE doesn't come with a built in MPEG2 decoder. That's just silly. What use is Media Center Edition if it doesn't provide for playback of one of the most common types of entertainment media. That said, VLC (www.videolan.org) will probably play your DVDs just fine.

As for the customer support issue, I hate to criticize, but you weren't very polite in your second email to them. While I understand that you were upset, I also understand that the people working these customer support desks don't make much money and likely wrote you off after that email. No offense, but having worked at the lower end of IT support in the past, if I were to get an email like that, I'd stick it at the bottom of my work queue.

In the end, it sucks that you're getting the run around here. Welcome to the world of doing business over the internet. If I may make a suggestion: find a phone number for their support. Any phone number. Once you get somebody on the line, as to speak to a supervisor. Don't hang up until you get one. Generally supervisors are a little more concerned with the company's image and will have the decision making power to finally resolve your problem. Oh, and remember to be polite, for the very same reasons that we ask you guys to be polite when admining our servers: you get a lot farther with kindness than you do otherwise.

Hope you get it resolved. :)
 
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