OK,
I can see why you're irritated, I would be just the same.

Now I'm not CyberLink, I'm the Moderator here on the forum, I do have direct contact with CyberLink's Customer Support and can get them to look into the matter speedily.

You'll need to provide me by PM with your full details,
Name,
postal address,
email address
Order number

Where did you place the order - from CyberLink's pages or elsewhere?

FYI, CyberLink's Online purchases are provided through a secure service used by many software companies - Digital River. If there has been a transaction error it is by them and not CyberLink.

CyberLink will correct any errors and resolve the matter as speedily as possible. The "claims" you're making on your post against CyberLink are utterly false. I have had contact with this company for many years and have always been impressed with their staff and procedures.

Dafydd
[Moderator]

I've been asked by Dafydd to post a follow-up on this experience and am delighted to do so.

************

I was finally able to locate an actual customer service phone number for Digital River - but not from any Digital River website or Cyberlink website. What I was also able to locate was thousands of similar complaints about Digital River specifically noting the absence of any such contact phone number, and especially associated with what I perceived to be an overcharge on my debit card.

By the way, that phone number for the Eden Prairie, MN offices of Digital River is: 952.253.1234 Select "1" as soon as you hear a voice begin talking and you will be redirected to a customer service department. I found this phone number on a completely unrelated website that specializes in locating hard-to-find phone numbers just such as this!

So here's the upshot: they (Digital River) not only take the original transaction total amount 'charged' (in my case, directly debited from my account, cash, out the door, now) but they also take an additional amount to 'guarantee' the transaction while they 'confirm' the credit card has such an amount available for charge. In my case, of course, it would appear they took cash out twice - the 'pre-authorization charge' they called it, and in an amount that may or may not match the actual transaction amount - and they have assured me that my account will be reimbursed that 'pre-authorization charge' within 24-48 hours of the transaction. In this case, I should see the money back in my account no later than the end of the day tomorrow.

Okay, I'm totally wrong about Cyberlink, and stand corrected. Like I originally said, fine, fine product.

I see that I am, however, one of merely thousands of people who had a similar complaint about the handling of the transaction by Digital River, and so I do feel relatively vindicated in having believed something was amiss from the start. The fellow I spoke with in Eden Prairie Minnesota (but most likely in India somewhere, based on his accent!) said he gets calls like mine all the time and was used to them. Bottom line: Digital River knows it's online procedure often raises hackles and makes it very difficult to get in touch with a real human, because most of those calls involve high-pitched, fire-breathing whackos just like me. A simple statement on their own website that one might anticipate a 'pre-authorization charge' to show up temporarily on their credit card account would at least deflect if not resolve this problem quite easily, I suspect - but then, that's customer-centric, not company-centric, and that's apparently not how they do business.

*******

And, finally, I will again apologize to all members on this site whom I may have given offense to in my earlier knee-jerk reactions and subsequent diatribe. I promise to keep it civil, cordial, and friendly, and related to matters regarding the software from here on out.

Thank you again, Dafydd, for your extraordinary efforts to help me resolve this.

Thank you Robert,

Your comments here are most welcome - excellent.

Thank you for the feedback data you sent me and I certainly passed everything to CyberLink. Your insight was well worth reading.

Dafydd
[Moderator]

It's a shame Robert had to get upset, and post a rant, (not his fault, and fully understandable by me), but could have easily been avoided if Cyberlink placed the simple additional text (below) on their web site pages - (thanks to Robert for the info) ;


In case there's a billing problem, please call our billing company, Digital River, for assistance.
The phone number for the Eden Prairie, MN offices of Digital River is: 952.253.1234
Select "1" as soon as you hear a voice begin talking and you will be redirected to a customer service department.

In case there's a billing problem, please call our billing company, Digital River, for assistance.
The phone number for the Eden Prairie, MN offices of Digital River is: 952.253.1234
Select "1" as soon as you hear a voice begin talking and you will be redirected to a customer service department.

Thanks Robert and EditMode I totally agree. Some information and support can ultimately help all. I have a refund I need to work on, so now I have the information I needed. Thank you.

I don't have the same problem, but I ordered the backup CD's and never got them yet. I keep calling them and they insist that I need to update my info. We'll I still don't have them. 20 bucks for both PD8 and MS8. I will give you a number to call if it helps; 1-952-908-4116 (sales) or 1-888-226-6030 (tech sup).

Hi Mark,
Do you need assistance in sorting the issue and would you like me to intervene?

Dafydd
[Moderator]

I recently placed an order for Powerdirector 8 Ultra which currently includes two FREE bonus menu packs as promoted on the web site. On proceeding with the order the correct charge was shown on the shopping cart. However when I processed the order Cyberlink has charged me the additional $57.00 for these supposedly free items.

OK mistakes happen but the frustration I have endured trying to resolve this issue from Cyberlinks "Customer service" for what should be a simple refund has left me disgusted with this companies so called service to its customers. Numerous emails have been exchanged with the only option offered requiring me to go through the process of trying a refund request with the hope that I get the overcharged amount of my money back.

This also means that I will not be receiving the "Free Bonus" that is promoted when purchasing Powerdirector which I believe is wrong and could be seen as fraudulent. Is this a trend with this company or have I just had the wrong end of the stick???

Sandy,
After you have read through all the information here you will see that Digital River handles ALL online purchase transactions for CyberLink.

CyberLink staff can not respond to problems or issues until they are nootified of the transaction and only then can they retrace the incident.

Now I can step in at this point and gather from you all data and notifications you have received and contact (on your behalf) the Head of Customer Support and get some action taken.

Right, if you want me to get an investigation going you will need to provide me with ALL of the following.
1. Order number
2. Email address
3. Your FULL name and address (address is optional but it'll help CyberLink trace you)
4. a BRIEF explanation of the events and the reason for complaint.

Hope this helps.

Dafydd
[Moderator]

I'm joining the huge group of unhappy people who cannot get a live person. Yes, their product is excellent, however their 'customer service' stinks. It's taken me 2 months to finally get an apology and a toll number to call to get a refund. Not toll-free, but toll. I got a new hp computer the beginning of Jan with Cyberlink 8 (eight) on it. I loved it and decided to buy the upgrade to gold, $39.95. The download took over 2 hours and was in 2 parts. I started the install of the first part and it wouldn't open. When it finally did after several minutes windows were popping up all over my screen and disappearing so fast I couldn't keep track of them. Then it froze. When I checked my software I found 1/2 of it missing. I had to ctrl-alt-del to get rid of the install window after it just sat there for 20 min. I did a restore on my hp computer and got the missing parts back. I contacted cyberlink and had to wait 3 days for a response that apologized and gave me a 'free upgrade to cyberlink 7 (SEVEN) platinum. To my mind that's a step BACK from Cyberlink 8. After much back and forthing and long waits to hear from them (over 3 WEEKS) they have finally offered me a refund, but I have to call a toll number, 952 908 4116. While researching it to verify it wasn't in the Maldives or something I found this forum link. The software is excellent, no question of that, however a product is only as good as the company behind and the after sales service....Cyberlink sucks in this. It should not take 3 weeks to reply to someone. I would never reccomend this product or company to anyone simply because of their 'customer service'. Now I'm going to call that number and ask for my refund; if I have problems I will be calling my credit card company and having them handle it for me.
Sue Westhead

Hi Sue,
If you provide me by PM some additional information:
1. the support ticket details,
2. the order number and
3. Your full name (Sue Westhead)
4. your email address.

I will pass on your concerns directly to customer support at CyberLink and ask for the matter to be investigated asap.

I can understand your feelings and such like. In all the years I have dealt with CyberLink head office staff they have been courteous, considerate and attentive to resolve a situation quickly for the customer.

I'm not CyberLink, I'm the moderator of this forum.

Thanks
Dafydd

I just got off the phone with India and Digital River. They're issuing me a refund, it will take 5-7 days and I have to agree to remove the paid for upgrade. They were polite and courteous, it would have been awful nice to have spoken with one of them much earlier; it would have saved a lot of grief.