BS - (resolved)

[ATAG_Snapper]

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.

[Bokononist]

Originally Posted by ATAG_Snapper

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.

Yes indeed, I think they've lost more revenue in lost sales due to this little episode than they ever would from offering repeat downloads for legitimate customers. Shame really as I was intending to buy this myself.
Not to mention reproducing the ops email to try to defend themselves.
Poor show all round.

[icarus]

I sent a nice polite email requesting one extra download in order to make a backup with my receipt of purchase, because I was not aware that there would be only one download allowed. I will report back on the results.

[addman]

Originally Posted by ATAG_Snapper

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.

Exactly what I meant! Sometimes you have to think a step ahead when dealing with customers. Good that this whole thing was revealed though because I won't buy jack from them.

[ATAG_Snapper]

Originally Posted by addman

Exactly what I meant! Sometimes you have to think a step ahead when dealing with customers. Good that this whole thing was revealed though because I won't buy jack from them.

The power of the Internet is phenomenal, especially WRT niche products like a PC flight combat sim. It can either work for you (if you're smart) or against you -- as we see here. For 30 years I dealt with customers selling them fine wines, premium spirits, and specialty liquors. Complaints were not frequent, but they weren't uncommon, either. Lots can go wrong -- defective product due to leakage, exposure to extreme temperatures in storage or shipping, "corked" wine (bad cork), etc etc etc. Most complaints were valid -- the majority of customers are honest. Some complaints were suspect. ALL were handled quickly and courteously, even the suspicious ones. Product replaced promptly, with apologies. Any damages incurred handled expeditiously -- we had some discretion there to satisfy the customer. In 99.9% of cases the customers were so impressed by our sincere concern to put things right that they remained staunch clients AND spread the word. The 0.1% - less than that, really - where an outlandish claim for damages was made....well, that's why you have legal depts. LOL

I'm now in the digital photo/video end of things and I've found the majority of camera & accessory suppliers to be the same. The odd time I've had a problem -- and I'm polite on my end - I'm pleased to say they've always responded in kind. It's just good business!

[TynMahn]

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

[CaptainDoggles]

Originally Posted by Matt255

I wonder what people did back in the day when there were no digital download services like Steam around and people bought a CD/DVD and lost it then.

Or even with those games on floppy discs, long before the Internet was used to complain about everything.

I'll probably lose my car now and sue the manufacturer.

Data is not the same thing as a car. This isn't the 70's; times change as technology arises. One of the websites I manage costs a measly 8 dollars per month for unlimited space and traffic. Is desastersoft seriously suggesting that they can't afford to allow him to download another copy?

[Matt255]

What's the difference then?
OK, a car is different perhaps. It got wheels etc. Point taken.


Say you buy a CD of your favorite band now. It's data on a disc. Someone put money into it to put it on the disc and give it to you and you pay them for that. Contract fulfilled, job done. You're responsible now for what you do with it.

Same deal with digital distribution. They put money into it by supplying a download link and traffic, you download it, the data lands on your disc (which is your HDD, SDD or whatever). You're responsible for what you do with it.

Same deal. Everything else is bonus. If the supplier can afford lifetime redownload, that's cool (and you are paying for that, even if you don't need it or notice it). I really don't see why the customer now thinks he's the right to demand it, just because it's now digital only. That would only make it unfair for the person who bought the DVD and there would be no reason why that person shouldn't get a second DVD aswell.

@Dano: Did not know that, thanks... . There's stuff you can only buy on the German Amazon though, that's the point i was trying to make (or more correctly, that even big German shops don't always have English TOS).


But OK, let's leave it to rest. Looks like this matter has been solved anyhow, so everyone is happy and people can find something else to complain about.

[CaptainDoggles]

Originally Posted by Matt255

Say you buy a CD of your favorite band now. It's data on a disc. Someone put money into it to put it on the disc and give it to you and you pay them for that. Contract fulfilled, job done. You're responsible now for what you do with it.

A CD is different. Each one costs money. By contrast, once you have one digital copy you can distribute it to your customers for free. Bandwidth is cheap, and if you're paying for a bandwidth limited webhost, you should switch. I already mentioned that unlimited plans are dirt cheap.

So where's the cost again?

Same deal with digital distribution. They put money into it by supplying a download link and traffic, you download it, the data lands on your disc (which is your HDD, SDD or whatever). You're responsible for what you do with it.

With a disc, you can install it from the disc unlimited times. That's the whole point of having a disc. When they don't give you a disc, you need a new way to re-install.

[Madfish]

Originally Posted by Matt255

What's the difference then?
But OK, let's leave it to rest. Looks like this matter has been solved anyhow, so everyone is happy and people can find something else to complain about.

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.