Commercial Trustworthiness

Question

I have just purchased the upgrade to Dell Datasafe Local Backup. The transaction was processed by Cleverbridge. I paid via Paypal so Cleverbridge have my money! Having got to the end of  the payment process - the final message was as follows: There will be a slight delay in the delivery of your license key. We are in the process of correcting this technical issue which may include waiting for information from the software publisher. This should be resolved within 1-2 workdays, although it is generally much faster. We will contact you via email as soon as further information is available. We apologize for any inconvenience. This is just so unprofessional as to be untrue. How dare Dell and/or Cleverbridge take your money for a download and say after the transaction 'oops sorry, we've got your money now you can wait - we simply don't care if you have paid or not. We will let you have your product key when we get around to it. TELL US BEFORE - YOUR APOLOGY JUST IS NOT GOOD ENOUGH All it needed was to say BEFORE the commencement of the ordering process: Before you continue with your order for Dell Datasafe we should inform you that there may be a slight delay in the delivery of your license key after your order has been processed. We trying to resolve this problem and we may have to wait for information from the software publisher. This should be resolved within 1-2 workdays, although it is generally much faster. We will contact you via email as soon as further information is available. We apologize for any inconvenience. We hope that this will not preclude you from placing your order today How hard can it be to do it right FIRST TIME

weeshus · Answer

To update you all and to be fair:

I have just had a reply from Support@SoftThinks.com which was also sent to cleverbridge. The email apologised, sent my activation key and explained that there had been an error generating my activation key. So problem solved - but it could have been so much simpler to have an autogenerated message to say - sorry we have just had a problem generating..........and we will get on it and keep you informed by email.

So thanks for a fast response from SoftThinks

Customer Care

Was this post helpful?