Resolving a Software Purchase Hassle

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On March 8, I purchased the full version of Adobe Acrobat 10 over the phone, using an Adobe account registered with my organization’s address in Sanford, Florida. The sales rep said I would receive a confirmation email with download instructions and a serial number to activate the software. Weeks later, despite numerous phone calls and chats with customer service, I still haven’t gotten a serial number. Help!

­—Chris Walker, Goroka, Papua New Guinea

OYS responds: When we contacted Adobe, a senior global customer service rep found that the store’s security alarms had been tripped because the shipping and billing addresses for Walker’s order were tied to multiple accounts; at that point, the company cancelled the order, but never informed Walker or its own representatives. Our contact placed a new or­­der for both the digital download and a boxed copy of the software, and also offered Walker a 30 percent discount because of the delay.

iYogi’s Strong-Arm Sales Tactics

Antivirus company Avast recently dropped its relationship with customer support firm iYogi be­­cause of reports from Avast users and a security blogger.

“iYogi service representatives appear to have attempted to increase sales of iYogi’s premium support packages by representing that user computers had issues that they did not have,” Avast CEO Vincent Steckler wrote in a blog entry.

Steckler cited an investigation by Brian Krebs of KrebsOnSecurity , a blog about cybercrime and security issues. To check out the iYogi service, Krebs called the support number on Avast’s website to ask if his fresh install of Avast was updating properly. An iYogi technician took remote control of Krebs’s system and installed iYogi’s tune-up tool, PCDiagnostics. The tool reported that Kreb's brand-new installation of Windows XP scored only 73 percent (an indication of trouble), that the Registry contained errors, and that traces of old antivirus software remained on his system and were causing problems. (The test system, a virtual machine that Krebs had set up for the investigation, had no other antivirus software.)

The iYogi rep offered to transfer Krebs to another technician who could fix the issues if Krebs paid at least $170 for an iYogi subscription.

We contacted iYogi for comment. iYogi “maintain[s] a customer satisfaction (CSAT) score in the 90’s range,” a spokesperson for the company wrote. “A CSAT rating in the 90’s range is amongst the highest in the industry, audited by KPMG. We take service complaints extremely seriously and address them with customers in order to help us improve and alleviate flaws.”

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