Hi Simon,
Keep monitoring the situation and make contact with Digital River. There are times when DR runs out of activation keys and that has caused a delay in the past for the end user. Check your junk mail box as mailers have been known to divert useful incoming mail.

Thanks for the response Dafydd.

I have checked my spam folders and nothing recieved there. I have emailed both Digital River and Cyberlink, but as yet no response.

I understand problems can occur, but to not recieve any sort of communication from either patry is a bit of a customer service fail.

In the meantime I'm left thinking that I have paid for the product, but will not receive it.

Not a great start.

Thanks again,

Simon.

Update:

Out of frustration I decided to bite the bullet and pay the international call charge to phone cyberlinks European Customer centre in Germany, only to find that the number is unobtainable.

Awesome customer service! It's a bloody farce.

Hi Simon,
Digital River deal with the online purchase transaction and as it has only recently occurred there is nothing for any support staff to look up or check.

Please contact Digital River and clarify a transaction has gone through.

If it's off your back account, take a trip to a cash machine and obtain a temporary statement, although the transaction may yet to go through.

CyberLink are a good company and if there is an error they will correct it. Sit back, wait and be cool. I realise how frustrating such a thing can be, many of us have experienced similar in the past with transactions.

Hi Daffyd,

I appreciate your responses and I am sure that they are a good compnay.

But in the absence of an immediate method to contact either company and a failure to respond to emails within a reasonable timeframe I am left extremely frustrated and agitated.

Both Cyberlink & Digital River are global companies, therefore should have staff to deal every timezone in which they operate. Yet, the lack of a simple phone number or god forbid a customer service webchat, speaks volumes.

I just want to speak to someone and resolve whatever the problem is, but it seems that I can't.

I've emailed support again and given them one hour to contact me, failure to do this will result in the order being cancelled, sorry I just don't think this is good service.

Simon.

My name is spelt DAFYDD

I don't think there is any more that can be done here as the issue is to be resolved with Digital River and you are already in some form of contact with both support and the online purchase provider.

Forum Moderator

'My name is spelt DAFYDD ' oops, sorry, I looked at your name quickly and assumed it was the welsh spelling of 'David', genuine error!

I sincerely thank you for your advice, all to no avail unfortunately.

I posted on here in the vain hope that there may be CS agent lurking who could jump to my rescue, but alas it was not to be.

Seeing as my post has been 'Moderated' I would like to impart my experience to future purchases of Cyberlink products.

I am sure that most purchases are completed without issue, but be warned if you do have one, don't think it will be resolved quickly, because:

You will not be able to speak directly to a customer service agent either by phone or Webchat; that goes for both Cyberlink and its chosen payment/delivery agent Digital River.

Yes, you can email both companies, but these appear to go unanswered, save for auto-responses.

My order was placed @ 10:26 GMT it is now 14:33 GMT and I am still waiting for a confirmation or response to any of my email queries. My payment was made at 10:26 (as above) and my bank has confirmed that it has been authorised, so this is not a payment issue.

Make your own mind up people, is this good service? I think not.

Simon.

Hi Simon,
I think your expectations and ultimatums are unrealistically time-scaled and time-zoned.

Issues like yours have been posted on the forum before and have been resolved as speedily as possible and not by anyone here!

I have suggested you to wait for a response, do so.

Recall the phrase "mountain out of a molehill" - it will be resolved.

Forum Moderator

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

Right,
You'll have to wait for emails to be answered or notification of purchase.

Take a look through ALL the PowerDirector Forum, there is only one thread with an active contribution by CyberLink Development staff.

I, like all other contributors here are video editors. Now your new purchase issue will be read by members who are unable to assist you. Those who have been here long enough will have read similar and know the outcome. A search will help you.

At this stage of your purchase I can NOT give you any help. You have to wait. The procedure for contact has been advised and you are already following it.

This forum is monitored by me and I refer threads when necessary to CyberLink. I will not be referring your post as time will resolve the issue you have.

Have a great day.

When you have a PowerDirector question members will enjoy helping you, until then, we can but wait.



Post edited. added to and unlocked.

Westy Boy,

Wait 24 hours, then cancel the transaction at your bank, if you do not get satisfaction.

If you paid with a credit card, the credit card bank is on your side, they will reverse the transaction after an investigation.
Carl312: Windows 10 64-bit 8 GB RAM,AMD Phenom II X4 965 3.4 GHz,ATI Radeon HD 5770 1GB,240GB SSD,two 1TB HDs.

Thanks Carl312,

I had spoken to my bank already to confirm the transaction had been authorised and was advised I could reverse the payment because I had paid with Visa.

The order confirmation arrived after 5 hours of waiting and not knowing if the order was successful or not. Then some time later the support tickets began to come back.

I would hazard a guess that there is no physical presence in Europe anymore, judging by the unobtainable number and that the support responses all came back once the US was at work.

Anyway, the problem has been resolved now, but not without considerable frustration and concern.

Thanks

Simon.

Simon,
I'm glad your problem has now been sorted. The frustration of non-delivery of an online software is very understandable (been there, had that). I hope you enjoy using PowerDirector.

Quote: Right,
You'll have to wait for emails to be answered or notification of purchase.

Take a look through ALL the PowerDirector Forum, there is only one thread with an active contribution by CyberLink Development staff.

I, like all other contributors here are video editors. Now your new purchase issue will be read by members who are unable to assist you. Those who have been here long enough will have read similar and know the outcome. A search will help you.

At this stage of your purchase I can NOT give you any help. You have to wait. The procedure for contact has been advised and you are already following it.

This forum is monitored by me and I refer threads when necessary to CyberLink. I will not be referring your post as time will resolve the issue you have.

Have a great day.

When you have a PowerDirector question members will enjoy helping you, until then, we can but wait.



Post edited. added to and unlocked.

I do sincerely thank you for replying to my post. As I said before, posting my issue on the user forum was a speculative move, in the hope that it may be picked up by someone who could help; alas not.

Thank you.

Quote: Simon,
I'm glad your problem has now been sorted. The frustration of non-delivery of an online software is very understandable (been there, had that). I hope you enjoy using PowerDirector.

Hi Dafydd,

I'm sure that I will and thank you once again.

Simon.