Complaint Review: Element5 (Element 5) - Nationwide

Ordered Power Director 4 from Cyberlink, who uses Element5 for order fulfillment and billing. It states that the CD will arrive between 5-10 days from order to the US. I waited 14 days and never received my CD. I wrote element5 and received the following email:

Dear David XXXXXX,

Thank you for your e-mail message.

We apologize that you did not receive your backup CD by postal mail. We would be happy to send you a replacement CD free-of-charge. Simply confirm that the shipping address below is correct.

Please let us know if you have any further questions or concerns.

Sincerely,

John

Your element 5 team

_______________________________________________

element 5 - a digital river company

http://www.element5.com

Customer service: http://esd.element5.com/ccc

_______________________________________________

Original Message Follows:

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OK, It's been 14 days since I ordered this CD and it still hasn't arrived!

You are the WORST online merchant I've ever dealt with! I will be posting negative reviews everywhere I can find about your site. I have been dealing with Internet shopping for over 5 years and have never been so disappointed in a site's service in all that time! Your site says 5-10 days shipping but I still haven't received anything! You need to clean up your act or you will

be soon be out of business!

Very Unsatisfied Customer, David XXXXXX

-----Original Message-----

From: element 5 (cs) [mailto:[email protected]]

Sent: Thursday, March 31, 2005 5:43 PM

Subject: Re: Ordered but did not receive CD on Demand - Refno: 1008XXXX

Dear David XXXXXX,

Thank you for your recent purchase of A-PowerDirector 4 with order reference number 1008XXXX.

We ask that you allow 12 mailing days for delivery and contact us again if you do not receive it within that time. We are processing all orders in the order in which they are received, and shipping these CDs as quickly as possible.

Thank you in advance for your understanding and your patience.

Sincerely,

John

Your element 5 team

_______________________________________________

element 5 - a digital river company

http://www.element5.com

Customer service: http://esd.element5.com/ccc

_______________________________________________

Original Message Follows:

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REF ID: 1008XXXX

From: David XXXXXX

Phone:

Message:

When might I expect shipmen/receipt of this order? It was ordered on March 23, 2005. I haven't even received a notice of shipment, though my credit card was charged the next day.

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Additional Info for Customer Service

PURCHASE_ID: / PRODUCT_ID: 300010218, 300014008

FAQ:

My product delivery by parcel service > Ordered but did not receive CD on Demand > Payment completed more than 4

business days ago ESD | 1 | North & South America

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Well needless to say, contacting Cyberlink didn't help. They stated that element5 was at fault and to contact them.

I received the following after replying to the above email:

Dear XXXXXX,

Thank you for your e-mail.

The CD that you purchased with your order 1008XXXX will be resent within the next two business days. Please allow 12 mailing days for delivery and contact us again if you do not receive it within that time. Thank you for your patience.

Sincerely,

Jilena

Your element 5 team

_______________________________________________

element 5 - a digital river company

http://www.element5.com

Customer service: http://esd.element5.com/ccc

_______________________________________________

Original Message Follows:

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Yes, please send another one to the below address. It is correct.

I'd also like to receive it as fast as possible as it's already more than 2 weeks late and I can't begin my video

editing without it.

Thanks, David XXXXXX

I'm waiting as we speak, but pretty sure I won't receive the CD. I will repost if and when it arrives.

David

Longmont, Colorado
U.S.A.