On Your Side: Seller Ships the Wrong Shell
I ordered a faux-leather portfolio case for my 7-inch Pandigital Novel e-reader. Pandigital shipped me a rubber shell slip-on cover instead. When I called to notify them of the mistake, I was assured that someone would get back to me, but no one ever did. Three weeks later I called again and was told they were ordering a replacement for me. After waiting another couple of weeks, I called again but couldn't get through, so I filled out a customer service form on Pandigital's Website. I didn't get a reply. It's been another week, and I have received nothing. I'd appreciate your help.
Bob Dooman, Chicago
OYS responds: After we contacted Pandigital about Dooman's problem, a company rep had the correct e-reader case shipped to Dooman by overnight delivery.
If you call customer service, only to be told that someone will get in touch with you, ask for specifics before hanging up: Will the company call you or e-mail you? When should you expect the call or message? Is there a service ticket number that you can refer to so you won't have to repeat every detail of the problem?
Note the date you called, the person you spoke to, and details of the conversation. If you don't receive the callback or e-mail by the promised time, call the company right away. Getting the help you need may take several attempts, but be persistent; you should eventually be able to find someone who can help you.
Phil Andrews of Fairfax, Virginia, bought the McAfee Total Protection security program from online retailer Amazon.com. Information in the product packaging led Andrews to expect the program to work with his version of Windows (Win 2000). It didn't. Instead, when he tried to install the software, it prompted him to upgrade his operating system. He e-mailed McAfee several times asking for an explanation but got no reply; meanwhile, the 30-day return period at Amazon expired. Unable to obtain help from either company, Andrews turned to us for assistance.
When we contacted McAfee regarding Andrews's problem, a company representative told us that the system requirements listed on the product packaging were correct and that the issue might have been with the CD. At any rate, since the program didn't work for Andrews, McAfee sent him a refund.
We recommend checking a company's return policy as soon as you have a problem, if not prior to making your purchase. That way, you can keep a deadline in mind as you try to resolve the matter. If the retailer and the product manufacturer are different companies, be sure to read the return policies of both.
Missing License Key
Bob Rackers of Jefferson City, Missouri, downloaded AdWare Pro, a program that's supposed to detect and remove spyware and adware, but he couldn't get a license key for it. Though he e-mailed the company (also named AdWare Pro) for the necessary information numerous times, nobody responded to his requests.
We contacted AdWare Pro about Rackers's issue, and it sent him the license key.