-=PCTechTalk=- Re: Long Post - Problems with purchase of JV16 PowerTools 2005
- From: " milady" <kg6ocz@xxxxxxxxxxxxx>
- To: <pctechtalk@xxxxxxxxxxxxx>
- Date: Wed, 16 Mar 2005 12:57:25 -0800
Good show. Unacceptable is right. THAT should be posted everywhere it can
be. NOT a good business situation AT ALL.
*~*<*>Mary Lou<*>*~*
/\ - /\
>> ^..^ <<
kg6ocz@xxxxxxxxxxxxx
www.theanimalrescuesite.com
----- Original Message -----
From: "The Keyboard Cowboy" <KBCowboy@xxxxxxxxx>
To: "PCTechTalk - Freelists" <pctechtalk@xxxxxxxxxxxxx>
Sent: Wednesday, March 16, 2005 12:33 PM
Subject: -=PCTechTalk=- Long Post - Problems with purchase of JV16
PowerTools 2005
Copy of a letter I just sent to Fred Langa. Other copies will be sent
to similar venues.
Fred,
==================================================
Fred,
I ran into a little problem trying to buy the current JV16 PowerTools
2005 that I think your readers should know about. I used to use the
freeware version of JV16, and read some reviews recently that said the
shareware version was worth buying. Additionally, the site said they
would bundle two additional programs with the purchase of JV16
PowerTools 2005.
When I attempted to buy the program, the site would not complete the
final transaction leaving the customer wondering whether he/she has
been charged or not. Additionally, there didn't seem to be any method
to get the additional programs that were to be bundled with the
program. I e-mailed Macecraft Software and explained the situation
and came away feeling rather troubled about the whole situation......
1) They acknowledge there is a problem with the credit card portion of
the process on about 2% of the transactions (their estimate).
2) They suggested using PayPal -- which adds an automatic charge of $3
to the cost of the program. Macecraft Software says the charge is
required because PayPal charges more than the credit card company and
Macecraft Software doesn't want to incur the additional costs.
3) Macecraft Software says the additional programs offered will not
accept the JV16 PowerTools 2005 registration...........they hope to
have these programs updated in March or April.
I find this process unacceptable. For a company to charge extra fees
for a product to cover costs resulting from the company's defective
sales process seems inappropriate. Additionally, to offer a bundled
product, knowing that the added programs cannot be registered seems
like deceptive advertising at best (the word fraudulent comes to
mind).
I have included the complete e-mails below.
Regards,
Bob
,,,,,,,,
Ô¿Ô¬
Cincinnati, Ohio - Scottsdale, Arizona
-----------------------------------------------
Monday, 3/14/2005, @ 9:27:41 AM EST
I've tried several times to buy a license for jv16 PowerTools 2005
this weekend. Each time I get all the way through the process to the
point where I hit the last key to submit the order. When I hit the
key, nothing happens. I'm not sure if the site simply isn't working,
or if there is a charge made each time I hit the key. I have not
received any e-mails from confirmation or registration e-mails from
you so I assume the site simply doesn't work.
Please advise what you want me to do to register -- and to receive the
other two free programs. The site said that registration of JV16
would also provide a free registered copy of RegSupreme and RegSupreme
Pro for free! Are these programs just part of jv16 PowerTools 2005
so registration, in effect, provides the two other programs?
Regards from
Bob -- the "Keyboard Cowboy"
---------------------------------------------
Tue, 15 Mar 2005 17:42:04 +0200
Hello,
If you can't place the order through our primary channel (i.e. through
Luottokunta's CC service), then the only option available is PayPal.
We are aware that some people are not able use the Luottokunta's
service. This is very unfortunate, but so far they have not been able
to solve this problem. We are very sorry for the inconvenience.
The jv16 Powertools 2005's registration key can be used to register
both RegSupremes, but only after we have released updated versions of
these two. Please, see the following:
http://www.macecraft.com/news/73/
We are sorry for the inconvenience.
Best Regards,
Leo Wartinen (Mr.),
Macecraft Software
---------------------------------------------------------
Tuesday, 3/15/2005, @ 11:21:59 AM EST
I understand the problem. Unfortunately, it is unfair to your
customers. If I use PayPal, I have to pay an extra $3.00. As a
customer, I don't think it's appropriate that I have to pay a higher
price for your product ($32.95) because your site has a flaw or bug
and can't take a regular charge order.
Regards from
Bob -- the "Keyboard Cowboy"
-----------------------------------------------------
Wed, 16 Mar 2005 09:59:28 +0200
Hello,
The problem isn't with our site, our online store only asks your
personal details and the actual payment is done at our credit card
billing company's website. It asks the credit card information and
handles the billing, but for some reason they don't always accept all
credit cards.
This is why we also offer PayPal as a payment option. The additional
charge for PayPal payments is because we want to keep the PayPal
payment option as secundary or backup method, handling PayPal orders
is much more troublesome for us, and they do have higher transaction
fees.
Best Regards,
Jouni Vuorio (Mr.)
Macecraft Software
----------------------------------------------------------
Wednesday, 3/16/2005, @ 9:30:41 AM EST
Please don't think me argumentative..........but I respectfully
disagree with your reply.
You said "The problem isn't with our site, our online store only asks
your personal details and the actual payment is done at our credit
card billing company's website.". The credit card billing company is
part of YOUR site, and your sales process. If they are having
problems processing your orders, you need to get them fixed. You have
chosen a service that causes problems for your customer -- should your
customer be asked to pay extra money for your product because the
credit card service you picked doesn't work?
I think that if you acknowledge that you have a problem with your
sales process, and offer PayPal as an alternative because of the
problem, your company should absorb the extra cost of the alternative
process. Please remember, *I* didn't choose to use PayPal (actually,
I don't like PayPal), I only considered using it because your credit
card charge process doesn't work.
While $3 isn't a great deal of money, it represents a 10% increase in
the cost of your product. I will not pay that 10% premium in order to
facilitate your sale. Please advise if you get the process fixed, or
find another, less punitive alternate payment process.
An additional thought for you. Your company sales process needs to be
fixed. I test and discuss freeware and shareware programs on several
e-mail lists. I know from experience that people who go to a site and
try to buy something and have troubles.....most often simply give up
the process. When this happens, it represents lost customers.....or
worse yet, customers who are unhappy and talk about their experience
in a negative way. I see this on e-mail lists all the time.
I'm offering the comments I've made to help you keep the product sales
up. I suspect that you are loosing sales as a result of this problem
we're discussing. Whatever you do regarding the charges is secondary
to the real problem -- your company needs to fix the credit card
charge process. With shareware, the customer expects instant
gratification.......expects that the sale will be easy and quick, and
they will be able to "play" with the newly purchased product.
Anything that is negative in this sales process, will impact your
product sales......and you may never hear from the customer that you
lost a sale.
Regards from
Bob -- the "Keyboard Cowboy"
----------------------------------------------------------------
Wed, 16 Mar 2005 18:50:54 +0200
Hello,
Well, we would fix it if it would be on our hands to fix. We have
reported the problem to our credit card company but they haven't been
able to fix the problem.
We can't just start to use another creadit card billing company
because other companies have much greater transaction fees. While our
current provider Luottokunta (www.luotokunta.fi) can only handle
about 98% of all credit card orders, its fees are 2-3 times smaller
than the others'.
We are a small company, we don't want to give away 5-10% more from
our income only to fix a problem that only affects 2%, or less, of
all the transactions.
Best Regards,
Jouni Vuorio (Mr.)
Macecraft Software
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