Overcharged me by 3x, no response from support and IVR all looped?

from Stardock Forums

Hate that my first post is a rant, but here we are.  I'm sure lots of folks have good experiences here and in years past I've used 2-3 of Stardock's products while at various companies. My recent experience is terrible, however. I tried to buy a 5-pack of Start11 and ended up being charged for both that and also the bundle for a total of about $60. I noticed right away and called them - got directed to email support. Opened a ticket and 24 hours later not even an acknowledgement, though I can login and see it in their system. I called today just to try to get a human and as best I can tell unless you have a direct extension # you're ALWAYS directed to email and looped back to the main menu.

This can't be that hard, and it is an awful taint to what would otherwise be a great experience. Anyone know how to actually get in touch with someone at Stardock that may care about this type of customer experience?  

accounts and activation help
6,163 views 3 replies
Reply #1 from Stardock Forums Top

Hello,

Sorry to hear you are having issues.

But Support Tickets are answered in the order received .

Please wait for a response.

Do not sent in a second ticket or it goes back to the end of the line .

Sorry for the Delay ..

 


AzDude
Stardock Community Assistant

Reply #2 from Stardock Forums Top

Minutes after posting this I got a notification the refund for the extra item was initiated.  Hopefully that goes through smoothly and now I am comfortable using the Start11 key I did actually purchase.

While I appreciate the "sorry for the delay", there should've been some acknowledgement the ticket was initiated (the portal said I'd get one and I did not - even in Spam), and some setting of expectations if it is going to take longer than 24 hours - which it shouldn't.  An actual escalation path would be nice, but in the end it does look like someone is monitoring for such issues here.  The only thing is some folks won't post here, they'll just leave disgruntled and there's too much good here for that to be the case.

 

Siege of Centauri
Reply #3 from Stardock Forums Top

It is good to hear your issue is fixed .

+1 Loading…