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
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08-18-2012, 02:52 PM
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