Monday, February 04, 2008

Another lesson in customer service

There's an old saying in marketing: Make it easy for your customer to buy from you.

Over the weekend my wife wanted to buy a single song from a certain online retailer, renamed here as ""

When she went to "check out" she got a somewhat cryptic error message with an email address for customer service. We copied sent error message to the customer service address.

Here's the response we got back:
Thank you for taking the time to contact us regarding your download order. We apologize for the difficulty you've had with your purchase.

We have reset the download access and resent the link. You should now be able to log in to your Download Manager and access the music. Please review the system requirements listed in our FAQ's 13.6 and 13.16 at the following link before making your attempt:

Internet Explorer is recommended to allow receipt of the license along with download files. Please make sure that any popup blockers or firewalls are deactivated during the download process. (These may be in Internet Explorer; in your Antivirus program; in any Antispyware programs; and in any Internet/firewall programs you have.)

Here are the instructions for accessing your purchased item:

1. Go to our website ( and click on the "ACCOUNT" link toward the top right.

2. Enter your email address and password to get to the Account screen.

3. Once on the Account screen, scroll down to "My Downloads" on the lower left and click on the "Access Your Downloadable Purchases" link to get the download screen. After filling in the next password challenge, your files should be listed under the "Currently Active Purchases" section. At the bottom of that section, your downloads will be listed under the "Music" heading. Click the green DOWNLOAD button to the right of each song to start the download process.

Note: Please check the top of your browser during this process to make sure you don't get a popup warning about a download. If this should come up (it's usually a tan-color), please follow the instructions to be able to start the download. Otherwise your computer will not allow it.

Please remember to choose "Save" (as opposed to "Open" - which only gives one-time access) when presented with that option after clicking the download link. It may be best to save the music in a folder (such as 'MY MUSIC' or 'MY MEDIA'), although you can also save it onto your Desktop if that makes it easier for you to find later.

We strongly suggest using Windows Media Player to initially listen to any downloaded music files to verify that the required licenses have been properly connected to the music.

If you need any further assistance, please let us know.

If it's this hard to buy a legit copy, is it any wonder that folks download illegally?

1 comment:

Pete said...

Point, spot on.