1/5

posted Aug-02-2012

Something seems to have happened to this vendor at the end of 2008. Prior to that, the reviews are mostly 5 star. Beginning in 2009, the ratings are nearly all 1 star and judging from the comments would be no star if that were possible.

Before my last purchase, I had bought from Academic Superstore with no problems and the prices were unbeatable. On June 14th, 2012, I ordered the new WordPerfect Office X6 which I received late on Friday the 22nd. When I put the disk in to install the program, it came up in French. I could not find an English installation. There was nothing on the box or on the disk to indicate that it was a French program.

In response to my email about the problem, Academic Superstore replied that they could not deal with technical problems with the software. They referred me to Corel, where a very decent support person went through the installation process with me and was as puzzled as I was. He finally concluded that there was no technical problem with the software, that it was just the wrong software. This was on Monday the 25th. I emailed Academic Superstore to tell them there was no technical problem, that they had sent the wrong software.

The next day, Academic Superstore asked for information necessary to have UPS pick up the software from me. I responded immediately. Two days later another email arrived saying that 'We apologize for the issue that you encountered. Your information has been forwarded to our Escalation Department. You will be notified via email as to how we may proceed with your issue.' Huh? How to proceed with my 'issue' is obviously to take back the software and send me the correct package.

Two days later, on the 28th, an email arrived from UPS with a mailing label. Okay, so I have to take it to an UPS store, which I did the next day. An annoyance but not a back breaker. Then silence until July 4th, when Academic Superstore wants me to rate my experience with them. I ignored the survey because the matter was very much still in progress.

The silence continued. On July 13th, I wrote to Academic Superstore pointing out that I had sent back the software as they directed, and that the tracking showed that they had signed for it on July 5th. They responded to say 'We understand your concern. We are still processing a replacement and will have it shipped to you as soon as possible.'

And still I waited. On July 30th, I wrote 'It is now two weeks since you last contacted me and said you were processing a replacement for the software you sent me and which was the wrong software. It is now six weeks since you received my order and charged me for the software. I can't imagine any valid excuse for this delay, and there is even less excuse for your keeping me in the dark, just repeating again and again "We understand your concern." Understanding my concern doesn't help. Why have I not received the copy of WordPerfect X6 I paid for? What is the specific reason for this unconscionable delay? It didn't take you long to send me the wrong software. Why is it taking so long to send me what I ordered?'

There was an immediate reply to say 'We show that the replacement for your item is already available, and it will be ship [sic] soon. You will receive a separate shipping notification email when your order ships.'

And then, later on that same day, the 30th, I received an email announcing 'We have good news from Academic Superstore about order 7639xyz! We are happy to inform you that the following items shipped:' And it was so. Finally, on August 1st, a package arrived that turns out to have both the English and the French editions of X6. Whaaaa? No matter, I at last, after six weeks, have the software I need.

Still, after all, I got the software at a very low price. Was it worth the discount in price? The discount was about $160. I spent altogether at least a full day fussing with emails and with tech support at Corel and driving to the UPS store. I divide the $160 by 8 hours and come up with an implied wage (did I tell you I'm an economist?) of $20 an hour. I don't work that cheaply. I haven't worked that cheaply for at least 30 years.

No, the discount was not worth the heartache, annoyance, time, and trouble it cost me. Goodbye, Academic Superstore.

This review was modified by professorG on August 02 2012 03:03:36 PM

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