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Digital River / upgrading nuance dragon mac version 6; wrong product, different from what I ordered, language problem, a simple nightmare

1 Jersey City, NJ, United States

Good day, I experienced a nightmare with the dealing with your reseller Digital River. I have been using your software since 2012. I went to upgrade it taken advantage of your
half-price special. In speaking with a digital River representative who had a horrendous foreign accent. She was located in the Philippines. She did everything wrong. She could not understand me and I could not understand her. Finally, after a good 20 minutes. using my American Express card we were able to get through this. after all was said and done she sent me the wrong product for Microsoft PC. When in fact she knew I was upgrading a Mac machine which are ready purchase software from your organization in 2014. I immediately called back when I realized the download was not for my Mac. I got a second person young male who also spoke very rapidly and difficult to understand. He won on to a complete dissertation. How I would have to return the first item and credit my American Express card and repurchase the proper item which I should've gotten the first place. Billing me twice. The entire project took almost an hour to get through having to use three different email addresses and multiple passwords. Your Corporation really needs to have responsive representatives who understand and speak the King's English. Trust me when I tell you I love your software. But, in dealing with online representatives were very difficult to understand and who do not understand me. This experience was truly I tell you aggravating. On a scale of 1-10, 10 being the worst experience these people hit in 8. This experience truly ruin my day! Notwithstanding, now having to deal with American Express and therefore the department to clarify the situation. Your records and for legal purposes might customer order number with digital River . I am currently working in law enforcement for over 40 years. I find the work force out there, ill-informed as to their products and lack the necessary attention to the customer and the sensitivity to their needs. Digital River and their personnel located in foreign lands becomes problematic to say the least. Thank you for your anticipated help and correction in this matter. .

Ch
Aug 7, 2018

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