Quote:
Originally Posted by usiris
Whenever you have a chance, could you PM a list of any and all complaints you have with DR so I can pass them on to the teams that handle them.
Thanks
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Usiris, I don't mean to single you out but if I recollect, you had mentioned you were working for Digital River and WaxWeazle and I have had the exact same problem. We were both given refunds for the resolution to the problem but what we want is essentially an exchange.
In my scenario, I had paid for the signed Elizabeth Noir statue but was given the non-signed one. If I was given the refund and was asked to "re-buy" the signed one, wouldn't I be paying full price for it? Wouldn't that defeat the purpose of the sale price? I don't understand why your support department does not understand this and I don't understand why, if they can just send shipping labels, that they can't just resend the correct item? I have contacted support through Facebook but I really believe there should be some kind of live support to resolve these types of matters faster.
Now, I'm not just a one-off customer. I have bought several really expensive items from Bioshock's website, and I'm sure other Digital River websites as well, but things like this really deter collectors from collecting. If I am to believe that Digital River is getting better, then please show me that your support team has empathy and understanding and not something that they are copying and pasting for every complaint they get.
Edit: Usiris, I know you don't work in the Customer Support department and I don't know how much you impact them but it seems you are the closest person I can contact that will actually do something... and that is sad.