CDRLabs.com

Have to say these guys don't have the whole e-commerce, software delivery model worked out. Despite the fact that most other companies execute on this model quite well i.e you buy it and get the fulfillment email within 10 seconds, we're going on 12 hours now and I haven't received an email with a link to download the plugin. Nor have they responded to my emails @ the sales alias. Seems they have also forgotten about one of the most important canons in business, when there's revenue involved, one generally wants to be responsive.

I'm heading out on a trip, ordered the MPEG4/AAC plugin with email delivery from their site about 12 hours ago. Going to have limited email/online access and need to minimize the amount of space my MP3s take up on my HD.

After all the other BS with their products and attitude I've received from their techs, this is just about the last straw. I guess if I don't get it in the near future (before I leave) I can always dispute the charge which ends up costing them money.

Sorry your experience is not so nice.

When I ordered from Ahead a couple months ago, I got an email reply very quickly (in about 30 minutes). It had all the info I needed.

I did send a reply though, with just a short question, and that email did not get answered...

Just called my credit card company and they put an authorization on my account. I think German efficiency is overrated.

HAS ANYONE SEEN NERO TECH SUPPORT?


that topic is 3 months old...

I sent an email to the sales alias, not tech. One would assime that given the fact that revenue can be directly tied to the alias, they would be a bit more responsive.

I sent an email to the president. If you're dissatisfied with Nero, I suggest you do the same... Udo Eberlein ueberlein@nero.com

tazdevl wrote:Have to say these guys don't have the whole e-commerce, software delivery model worked out. Despite the fact that most other companies execute on this model quite well i.e you buy it and get the fulfillment email within 10 seconds, we're going on 12 hours now and I haven't received an email with a link to download the plugin. Nor have they responded to my emails @ the sales alias. Seems they have also forgotten about one of the most important canons in business, when there's revenue involved, one generally wants to be responsive.

tazdevl

I had placed my order on 3/5. the only difference is, in my senario I left my brain on the coffee table when I had typed my email address in the purchase. I had included (www) in front of the address. So I had noticed this when I picked up my coffee

I sent them an email and once again yesterday with no response. OK! I messed up and deserve the delay of another 24 hours. however I still with the corrected address should have been sent an acknowledgment from Sales.

Today I sent an email to Craig. this is his response.

"Hi alchip80, [edit]

It normally takes our sales team in Germany 4 to 5 working days to respond to an Email. We need to increase our sales reps over there.
And yes, it is handled by Germany.

I will forward this to one of our lead sales Reps and have her contact you.

And any other users on the CDLABS forum who has an issue with purchasing over the web should send me an Email so I can escalate the issue."


Regards,

Craig


Craig response was swift , thank-you .

Now , hopefully something will happen

My email addy was OK, autocomplete is a wonderful thing.

Do me a favor and PM me his email.

Only problem is that this whole process should be automated.

Tazdevl

sent you the addy



Just for anyone else reading this and having similar issues, Contact
Craig at:

techsupport4@nero.com

Still think this whole situation is ridiculous, given the fact that a software company can't automate their online ordering fulfillment process.

Seriously though, I do think that if you're pissed @ Ahead for lack of communication, support, etc... you should send the President an email. Maybe if enough folks knock on his door, he'll wake up.

Well Craig was most helpful. If he ever get's on. Thanks for your help Craig.

Glad to know one person @ Ahead is helpful and cares about the customer experience.

Please, by all means send the EMails to me, or as suggested by others, to the President of the US Division.

Who by the way is heading to Germany to addrress some issues, so he can bring this up to our German Sales Team.

The Purchase requests should be automated, and for some it seems to work, but it defineately sounds like we still have a number of issues to iron out.

Sorry for the trouble and headache this is causing our users. We defineately do not wish it to work this way.

I'm sure Udo will take steps to resolve this, as he does not like to get these Emails.


Regards,

Craig

Craig's da man. Thanks for your help.

Yes, i want to second that... Thanks Craig

According to my emails. Ahead sent an Email on Monday morning and a
follow up on Wednesday.


Thank-you Craig and Ahead.