I was online trying to find software to upload pictures on my cell phone to my computer. I was directed somehow to Driver Detective ("DD"). Thinking DD could supply the software, I paid for it on October 29, 2009. It also said money back within 60 days if dissatisfied. Very soon, I realized DD could not supply the software I sought.
To cut to the chase, on December 2, 2009 (34 days after purchase and after a lengthy email exchange detailed below), Mr. A. emailed me, "Please allow 15 days for our banks to expedite your request for a refund." I have not received the refund. When I contacted Mr. A. last month, sending him the emails showing date of purchase and multiple requests timely seeking a refund, including his own to me promising the refund, he repeatedly replied, "Unfortunately, all refund requests must be processed within 60 days of purchase." I have received no response to my January 29, 2010, email stating, "[Y]our failure to process my repeated requests made well within 60 days of date of purchase" is no excuse, and asking for a supervisor's contact information. Should anyone be interested, here's a chronology of my correspondence with DD to try to get a refund:
I first emailed them through DD's website on November 16, 2009, stating, "I want to return my purchase of Driver Detective. I thought it was something else. Please tell me how to get my money back. Thanks! " Two days later, I received a response asking, "What are you trying to do for your computer?" The same day, I explained, "I was trying to upload pictures from my cell. What do you need to refund the money I paid for DD?" In response, I received a bunch of videos about the DD product.
On November 21, 2009, I wrote back, "Please, please just tell me how to get my money back!" On November 24, 2009, they emailed back, "Sorry you did not like our service. We will be happy to refund. However, since you registered and used the service, we will need some information. The following is the refund policy published on our website. Please send the requested information and let us know when it has been sent and we will review the information. By sending the information the majority of the time, we can help you get the driver updated."
I had run the scan required to begin, which is how I realized in the first place it was not able to supply the software I sought. I supplied the requested information, and emailed again, on November 30, 2009, "Okay. Once again, I was trying to upload pictures from my cell. It didn't involve any driver. I had to insert a card, which was in the box the phone came in, into the phone so my existing software could find the pictures. I have no use for this product and don't even know how I got to it.
I thought it would help my computer find the pictures, but as I said, it didn't because I needed the card that was still in the box. There was nothing for me to update, nor did I. My first contact with you for a refund was within the time required, but you kept telling me I had to do this, that, and the other thing. I kept just asking for the refund." Mr. A., replied on December 2, 2009, "Please allow 15 days for our banks to expedite your request for a refund." I thanked him, and awaited the refund.
When it had not shown up on my credit card statements that closed on December 11 and January 11, I emailed Mr A. on January 28th, attaching his of December 2, 2009, and stating, "I have yet to see a refund posted to my account. What's the problem now? Thanks." This caused his repeated reliance on the fact that he never processed my refund as an explanation for why no refund would be supplied. I paid $39.90, which is what Driver Detective should refund.
