the customer service black hole strikes again
I have been inexcusably un-updatey, and I would feel bad about it if I wasn’t already using every ounce of emotional energy on not curling up on the floor fetal-style and chanting “I AM NOT HERE.” And here! Here is an update! Because apparently my Vox blog bores me, so I am regaling you, my faithful readers, with tales of academic woe. You can thank me later.
So what’s the deal with JourneyEd? I will tell you, in case you have no idea what I’m talking about: they are an academic reseller and claim to be the end-all be-all of student purchasing. Fair enough. I figured I’d purchase Lightroom from them, seeing as I need it (for school, even) and I do like my academic discounts. Given that I am roughly $20K in debt (and counting!) to AiO, it seems only fair that I should at least get a break on software.
So on the 9th I placed an order for Lightroom. JourneyEd, of course, needed academic verification. I sent it. They said “We need something on school letterhead.” I said “Okay,” got student support to send something, passed it along…and waited. Nothing. Sent a follow-up e-mail. Nothing. Re-sent my verification, along with a note saying “Please acknowledge that this is correct.” Nothing. My order in their system continued to say “On Hold.”
So last Monday I called their 800 number, and the rep said “Oh, yeah, we’re not going to be able to ship that until Friday.” I said “So you have everything you need from me and it will ship Friday?” He said yes, the delay had to do with their end, I had nothing to worry about.
Did it ship Friday? It did not.
So we’re on Day 14 of my “Expected ship date: April 9″ and the extra $20 I assigned to two-day priority shipping, and boy, am I pissed. This Monday I sent an angry e-mail to customer service, requesting that my order be cancelled. “I needed this product weeks ago; I am canceling my order with JourneyEd, since apparently you do not value my business, and paying full price elsewhere,” I said. “Notify me when the cancellation is complete.”
No response. I checked today, and guess what? Still “On Hold.” So I called, got customer service on the phone, verified that no, the order was not cancelled. Yes, I would like to cancel it now, thanks.
Fine, I’ll pay full price at Adobe. It would be worth it if I actually get the product.
Except, behold! Adobe offers education discounts! I can order directly from Adobe and still pay the same! O, frabjous day.
I just don’t get why JourneyEd doesn’t acknowledge or respond to e-mails. They require that things like proof of enrollment be e-mailed or faxed, yet they do not respond in kind. Is that good customer service?
Of course, I just got an e-mail confirming my order cancellation (after speaking to a rep on the phone). Under “Reason” she wrote “Doesn’t want product.” Ha! Also: screw you, JourneyEd.
technorati tags:journeyed, software, school
