I ordered the CD and manuals for Firefox and Thunderbird. My credit card was promptly charged but my order never arrived. I have called and e-mailed all of the numbers listed at Mozilla's site; but four months later, I still haven't received any products.
Bob Sanders, Marietta, Georgia
On Your Side responds: Officials at the nonprofit Mozilla Foundation said that several factors contributed to Mr. Sanders' problem. First, the company hired to run the Mozilla Store, Kendall Bryan Companies, had recorded an incorrect address for him. Second, Kendall Bryan had no system for tracking his package. And third, Mozilla officials said that they had recently discontinued their telephone customer service.
The foundation closed the Mozilla Store on May 23 to address these difficulties. At press time, foundation officials said that they expected the store to reopen at about the time this story is published. In the meantime, Mozilla has issued Sanders a refund. It has a new customer service phone number (888/738-4300) and e-mail address (customercare@store.mozilla.org).
--Amber Bouman
Amber Bouman is an editorial assistant for PC World. You can send her e-mail at onyourside@pcworld.com. Click to read previously published On Your Side columns.
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