Last night, I purchased a downloadable software suite from OpenOSX based on an article you published
HERE. I have to say for your other readers that the experience was, and still is because it has not been resolved yet, EXTREMELY unsatisfactory. They offer two methods of obtaining their software: purchase of download; and purchase of CD. I opted for purchase of download because I need the software NOW, and can't really wait for the CD to show up.
Well, they processed my card, and got their money at around 11:00 p.m. last night (PST). The confirmation page to which I was directed gave me an order number, told me not to lose it, and informed me that I would be receiving an email containing a URL, and a username and password, and download instructions so that I could begin my download. I waited until shortly after midnight for the promised email, and it did not come. I went to bed. Before going to bed, I sent an email expressing my dissatisfaction with the process, and for which I have not yet received a reply.
This morning, at approximately 4:15 a.m., I finaly received the promised response - timestamped 1:41 a.m., 2 hrs and 40 minutes after I had originally placed the order. This email contained download instructions which required that I log into a secure page, with lots of dire warnings of what would happen should I attempt to connect more than once, and some further instructions (remember "further instructions"). So I logged in and started the download of 2 dmg files, one of which was 533 Mb, and other was something over 300 Mb. Needless to say, even with a highspeed DSL connection, it took a few hours to download it all.
Only it doesn't end there. The downloaded dmg files are ALSO password protected. So before I can open them and install the software, I have to send a special email message to a special address contained in the original download instruction email (remember "further instructions?"). THAT email is supposed to trigger OpenOSX to send me the additional passwords so that I can open the 2 dmg files
WHICH I HAVE ALREADY PAID FOR AND DOWNLOADED!!!!!!.
In any case, I complied with this REDICULOUS request, and sent the message at 7:40 a.m. At 10:10 this morning, I had still not received the promised passwords, so I sent the following message to
support@OpenOSX.com:In reply to:<hr />
I have followed these directions to the letter. I sent the request at about 7:40 this morning for the followup passwords so I could open up the dmg files I downloaded (step #5) - which downloading took several hours this morning even using a fairly fast DSL connection. 2 hours and 20 minutes have passed, and I still have not gotten those passwords back from you. I placed my order before midnight last night, and I did not get the message shown below until almost 1:30 a.m. What the hell is going on there? I ordered the downloaded version instead of the CD because I need the software NOW, not whenever you get around to it. I am extremely dissatisfied with the process, and I'm beginning to wonder how seriously you took my $54.25. I can't even talk to a live person by phone.
Please send me my passwords immediately. You have my money. Send me the passwords and quit messing around. I am quite tired of this. I bought from your site based on a recommendation from MacWorld.com. I wonder if they would be willing to recommend a company that they knew gave this kind of customer service.
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It is now 11:30 a.m. - 4 hours later - and I have neither received my passwords, nor have I received any answer to either of the emails I sent complaining about the service - particularly the one quoted above in which I requested immediate action. When you telephone either their local (415) area code phone number, or the toll-free number, you get the same generic voicemail box. I have left 2 voicemails requesting callbacks and leaving my cell phone number. Nobody has called me back.
In short, there has been absolutely no acknowledgement on the part of OpenOSX.com that this is unacceptable service, that the situation needs to be remedied, or even that I should have a refund if they cannot fulfill the order. Nothing. Nada. Zippo. Bupkis.
I realize that you are not responsible for the way in which the companies act whom you recommend, but I thought you should know that this particular company is not one that I would ever recommend to anybody else.
Thank you for letting me vent.
