Hi Dafydd,
Thank you once again for your reply, but I disagree with your ascertion that my expactions are somewhat unrealistic.
We are after all living in a digital world where the Internet delivers instantly, or at least for the best part it does.
The issue arose out of the failure to provide an order confirmation immediately, which would have reassured me that the order was indeed accepted and in the process of being fulfilled. There was no such 'instantaneous' issues with taking payment though.
Of course, problems do occur and I understand this, but my further issue was that there is no mechanism in place for a customer of Cyberlink/Digital River to quickly ascertain the root of the problem or achieve a resolution. Essentially, I wanted to either speak to an agent over the telephone or alternatively via a Webchat. Pretty standard stuff for most e-tailers these days.
The number listed for Cyberlink Europe was unobtainable and the UK contact details given by Digital River were not valid; in fact the company and address given on its website Digital River UK Ltd is actually 3 years out of date, as that company was dissolved in 2008, doesn't really inspire one with much confidence does it!
So I don't think that I was being unreasonable in the slighest. It is not at all unreasonable to expect to be able to speak to a customer service agent immediately to resolve an issue or complaint.
Companies have found its user forums to be excellent vehicles for communicating with there customer base and in my experience it is not uncommon to find customer service reps regualrly replying to user posts. Obviously, Cyberlink are yet to realise this.
Thank you for your suggestion that I wait, not that I had any choice in the matter.
And for the record, I find you final statement quite obtuse!
Simon
This message was edited 1 time. Last update was at Oct 06. 2011 11:27