5 Aug - Bought VMWare
6 Aug - Tried it and decided to ask for refund
8 Aug - Was told I had to wait for some unspecified
release date to get money back (silly idea, not like
they waited to bill my card)
20 Aug - Filled in web-form for refund
10 Sept - Chased as there had been no communicaton.
Was told refunds handed to "third party" and use
another form (would have been nice to have been told
this already rather than chasing them)
http://www.rebates-vmware.com/fusionmoneyback/trackreb
ate.do
10 Sept - I filled in the new form again with all the
same detail I have given before.
11 Sept - received an email asking for the same
information already given and a copy of my email
invoice. I sent the information again and the
invoice.
12 Sept - I got a reply saying that the outsourced
service couldn't repay credit cards -
"Unfortunately our Returns Center cannot process
credit card/cancelled purchases."
12 Sept - Complained that this was a very unfair way
of getting a simple refund.
12 Sept - Response came saying I could track my
refund at
http://www.rebates-vmware.com/fusionmoneyback/trackreb
ate.do. YOU CAN'T IT JUST ASKS FOR THE SAME INFO
AGAIN.
Worse still I was then told:
"Note: Refund is made by check in U.S. dollars.
Please allow 10-12 weeks to receive your refund
check."
SUMMARY
\--------------------
SENDING A PAPER CHEQUE VIA AIRMAIL IS A WASTE OF
RESOURCES AND ECO-UNFRIENDLY
SENDING A USDOLLAR CHEQUE TO THE UK WHERE WE USE
BRITISH POUNDS IS A JOKE. THE COST OF CASHING IT WILL
BE ALMOST AS MUCH AS THE REFUND.
SENDING THE REFUND UPTO 4 MONTHS AFTER REQUESTED IS
RIDICULOUS FOR AN ONLINE BUSINESS.
WHAT'S WRONG WITH A PLAIN OLD CREDIT CARD REFUND?
Perhaps its that VMWare get to hold on to my money
for longer and interest rates are rising .......
yours,
severely p££sed off customer in the UK
who thought the US was supposed to lead the way in
customer service.
I find this an extremely distressing story. One can quibble about why afdoughty didn't use the trial version before purchasing, but there is no excuse whatseover for treating a customer in such a slipshod and disrespectful manner.
If VMWare is going to go after the individual user, they must be prepared to offer better customer service than this. And if they are going to contract out refunds, they should do so with a company that can protect their reputation.
I've been a great fan of VMWare and Fusion from the first beta. But this really diminishes the company in my estimation.
