The complaint has been investigated and
resolved to the customer's satisfaction
Digital Riverincompetence, fraud, theft

On 24 March 2009 I ordered IMSI/Design Turbo CAD 16 and Design Tools in response to a promotional email from IMSI. The first thing that went wrong was that the Design Tools, available only by download, would not download. When I reported this, the instuctions I got from Christie O. resulted in "Web Screen Error" after several attempts. I reported this and received the same instructions again from Amber R. Note that there was no problem charging my credit card $99.95 - that process worked flawlessly. More later...

About this time Digital River advised that Turbo CAD 16 was backordered. Is copying software to a DVD really that complicated? In any event, frustrated by the download and now the backorder, I reconsidered and cancelled the order. Just so there is no confusion, the Digital River - IMSI Design site reported "This order has been successfully concelled. Your credit card will not be charged." ( When I requested confirmation (just call me skeptical!)of the cancellation and credit for my undownloadable download, Tony C. advised that the backordered, cancelled Turbo CAD 16 had shipped. He advised that I would have to refuse the package which entailed a special trip to UPS and that instructions to get credit for my undownloadable download would arrive in another email.

So, several days later when no additional emails or credits had arrived, I wrote the angry email. Subsequently, Ashley R. did credit me for the cost of the software. However, in a final flip of the universal unidigit salute to how much we care, they kept $10.75 for shipping of the backordered/confirmed concelled/shipped/refused TurboCAD 16. I have filed complaints with the FTC, the Minnesota AG and the Oregon AG just on principle.

When you shop for software, be careful who you are dealing with. Digital River does not actually make or market anything - they are just a fulfillment house. As such, their name is not displayed prominently. This is the site for IMSI Design shopping: The tip off you are actually dealing with Digital River seems to be the "dr" in the url. Their billing is similarly obscured using only the initials "DR*" attached to some other name.

Caveat emptor.


  • An
    anonymous_abc Jan 04, 2010

    just a good sheperd, are you a digital river employee or just a god damned ###? I don't care who is responsible for what as getting burned by Digital River is a ###ing UNIVERSAL event. People are hired to work at a job and if they are the only channel through which we have to deal with an incompetent, irresponsible corporation then so be it. The borderline fraudulent charges to our organization from Digital River are almost $1000 and after spending a month dealing with the nightmare of a support system we finally have an agreement that the original charges were in error. Its really not hard to figure out why Symantec dropped Digital River nor is it hard to figure out why in the next year so will everyone else.

    0 Votes
  • Ju
    just a good sheperd Oct 29, 2009

    Well just for clarification, Digital River, is not the one who sell this products (as all of you keeps on insisting that they are the one!) actually, they are just an e-commerce company who supports the online store for almost 44, 000 different companies, manufacturer's and vendors all over the world!!! can you imagine those numbers!!! still can't get enough idea from this you stupid nothing for good people which the only thing knew to do is to complain and whine without even knowing what they were saying. (such a ###ic attitude!) Digital River are not the one who make the rules or decide over a purchase, they were just following what the vendor or the merchants told them to do. And c'mon, the vendors and the merchants are the one who get away without any problems, and the DR's agents are being blamed for something that they are doing the bext that they can just for the good of the customer and taking the vendors away from trouble~!~!!! and the worst thing is, those agents are being underpaid, force to work overtime! not being paid for those mandatory overtime and poorly trained by the management (and also the vendors and merchant's fault since they were not providing enough information about there procedure whos just taking the liberty that they are getting for granted!!!) Just heres the bottom line, when you call Digital River, expect that they may be insufficient to assist you right away, but rest assured that all of them are doing the best that they can to getall the information that they need just to give you all the information that your askiing from them and they are doing eveything to satisfy you!!! and by the way, they were also being forced by the vendors to lower down their AHT (average holding time) for 5 minutes a call! which is totally impossible to do, well i knew you already know the reason why its impossible, because you customer just take for granted every rightrs that you have, but how about the rights of those poor agents that your shouting, cursing, telling them that they were stupid, not enough for you, not good enough for you, hense your not even trying to consider what they were saying, your just keeping what you want to know, and when they say something that you don't like to hear eventhough its totally true that its your fault as well, your just gonna tell them "Are you a ###ing indian? i cant understand a single word that you said!" (by the way all the calls is being recorded so when you complain about an agent who doest speaks well using the English language, they will investigate about that, and God knows they were talking in a very fluent ENglish that even a deaf person will understand what they were saying!) you just keep on telling this complains and keep on insisting that they were the bad guys, but look at yourself on the mirror dudes, you were just describing and insulting your own selves!!!

    0 Votes

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