According to the FAQ to get a refund I have to send my PO number to billing@intervideo.com. I did so and I got this response back:
8<----------------------------------------------------------
This is an automatically generated Delivery Status Notification
Delivery to the following recipient failed permanently:
billing@intervideo.com
Technical details of permanent failure:
PERM_FAILURE: SMTP Error (state 13): 550 5.0.0 <billing@intervideo.com>... Relaying denied
---------------------------------------------------------->8
I figured something might be goofed up on my end so I sent another e-mail via gmail and I get the same 550 error (relaying denied).
I call the 1-800 number only to get a recording to send an e-mail to billing@intervideo.com (notice the response above) and if I want to I can leave a message. *beep*
No live human.
I wonder what the chances are of success leaving just a message? Generally it is my find that requests are large corporations via message and e-mail generally go straight to /dev/null.
What are my chances of success of getting a refund? I wouldn't be asking for a refund in the HD-DVD upgrade pack was available but the only thing I see from http://www.intervideo.com/WinDVD/ is:
"To be purchased separately. Available soon - check back often!"
I have seen messages from folks as far back as April. I wonder how often they check back now that is it early July?
I decided to call back the toll free number and for the past three tries I get a busy signal.
Yay.
How to get a refund
Moderator: lata
-
WheresMyTwoDollars
I also emailed customer support about the HDDVD/BD add on pack and this is the response I got.
Dear Customer,
Thanks for your email. We will be releasing this plugin soon this year as we don't have news yet from HQ when it would be released to the public. It will be soon available on our site for purchase so please check our site for updates.
Thank you for your patience. Have a nice day!
How can it be "soon available" if they don't know when it will be released to the public? Let me know if you're able to get a refund as I would like one also.
Dear Customer,
Thanks for your email. We will be releasing this plugin soon this year as we don't have news yet from HQ when it would be released to the public. It will be soon available on our site for purchase so please check our site for updates.
Thank you for your patience. Have a nice day!
How can it be "soon available" if they don't know when it will be released to the public? Let me know if you're able to get a refund as I would like one also.
-
WheresMyTwoDollars
Howdy Slim.
Here's the response I got back from my customer service submission. They sent back an HTML embedded e-mail message that POSTs responses back to their website asking if the solution takes care of the problem. This is what I got:
8<----------------------------------
Dear :
If you would like to reply to this email please use the support request box below and click submit . Do not use the "reply method" directly to this email because we are unable to receive email replies to this address.
Question/Problem: I want to get a refund but when I e-mail "billing@intervideo.com" I get the following response back:
8<-------------------------
his is an automatically generated Delivery Status Notification
Delivery to the following recipient failed permanently:
billing@intervideo.com
Technical details of permanent failure:
PERM_FAILURE: SMTP Error (state 13): 550 5.0.0 ... Relaying denied
------------------------->8
I get this reponse both through my Verizon ISP and from gmail so I know the problem is not on my end.
-------------------------------------------
Your refund request has been forwarded to our accounting department. Please allow us to process your refund within 14 days.
Case #:[SuperSekritNumber]
----------------------------------->8
So, it appears that submitting the problem via a normal customer support method appears to work. We'll see if they actually give me back the money. It's a shame, because I really wanted it to work.
Doom on me though for not reading the web page fully to see that it does not natively support HD-DVD playback. I saw a link to the HD-DVD/BD version of WinDVD that is currently out that only supports nVidia cards and I can't use that as my laptop has an ATI X1600.
Doom on Intervideo though for not being more forthcoming with the actual status of the plug-ins. If they plug-ins had actually been available I would have begrudgingly paid the $26 (or what ever the value is) with the thought that it was a few dollars cheaper than PowerDVD's HD-DVD solution.
Looks like I'll have to go with the PowerDVD solution which really tweaks me as my Acer laptop came with "Acer Arcade" which was written by CyberLink (publishers of PowerDVD) and I can't get it to play HD-DVD movies.
I figured I did something to the installation so I made a backup with Acronis 10 (good stuff, that! I highly recommend it!) and restored to baseline condition and still couldn't play HD-DVDs. I figured if I got a third party solution I could get better tech support and find out what the real problem is. I can mount the HD-DVD media and see 26+ gigs of data and peruse the filesystem with no problems but Acer Arcade refuses to play the HD-DVD. Regular DVDs are good to go.
Meh. It shouldn't be this difficult to just play a HD-DVD flick.
Maybe I'll just download all the DRM'less HD-DVD movies from GigaNews.
/pulls down KLAHN radio mike from the middle of the room, steps closer and clearly annunciates:
But that would be wrong.
Here's the response I got back from my customer service submission. They sent back an HTML embedded e-mail message that POSTs responses back to their website asking if the solution takes care of the problem. This is what I got:
8<----------------------------------
Dear :
If you would like to reply to this email please use the support request box below and click submit . Do not use the "reply method" directly to this email because we are unable to receive email replies to this address.
Question/Problem: I want to get a refund but when I e-mail "billing@intervideo.com" I get the following response back:
8<-------------------------
his is an automatically generated Delivery Status Notification
Delivery to the following recipient failed permanently:
billing@intervideo.com
Technical details of permanent failure:
PERM_FAILURE: SMTP Error (state 13): 550 5.0.0 ... Relaying denied
------------------------->8
I get this reponse both through my Verizon ISP and from gmail so I know the problem is not on my end.
-------------------------------------------
Your refund request has been forwarded to our accounting department. Please allow us to process your refund within 14 days.
Case #:[SuperSekritNumber]
----------------------------------->8
So, it appears that submitting the problem via a normal customer support method appears to work. We'll see if they actually give me back the money. It's a shame, because I really wanted it to work.
Doom on me though for not reading the web page fully to see that it does not natively support HD-DVD playback. I saw a link to the HD-DVD/BD version of WinDVD that is currently out that only supports nVidia cards and I can't use that as my laptop has an ATI X1600.
Doom on Intervideo though for not being more forthcoming with the actual status of the plug-ins. If they plug-ins had actually been available I would have begrudgingly paid the $26 (or what ever the value is) with the thought that it was a few dollars cheaper than PowerDVD's HD-DVD solution.
Looks like I'll have to go with the PowerDVD solution which really tweaks me as my Acer laptop came with "Acer Arcade" which was written by CyberLink (publishers of PowerDVD) and I can't get it to play HD-DVD movies.
I figured I did something to the installation so I made a backup with Acronis 10 (good stuff, that! I highly recommend it!) and restored to baseline condition and still couldn't play HD-DVDs. I figured if I got a third party solution I could get better tech support and find out what the real problem is. I can mount the HD-DVD media and see 26+ gigs of data and peruse the filesystem with no problems but Acer Arcade refuses to play the HD-DVD. Regular DVDs are good to go.
Meh. It shouldn't be this difficult to just play a HD-DVD flick.
Maybe I'll just download all the DRM'less HD-DVD movies from GigaNews.
/pulls down KLAHN radio mike from the middle of the room, steps closer and clearly annunciates:
But that would be wrong.
slimm wrote:I also emailed customer support about the HDDVD/BD add on pack and this is the response I got.
Dear Customer,
Thanks for your email. We will be releasing this plugin soon this year as we don't have news yet from HQ when it would be released to the public. It will be soon available on our site for purchase so please check our site for updates.
Thank you for your patience. Have a nice day!
How can it be "soon available" if they don't know when it will be released to the public? Let me know if you're able to get a refund as I would like one also.
-
WheresMyTwoDollars