Quote:
Originally Posted by BWinmill
I agree that it isn't the best approach to customer support. On the other hand, giving refunds on digital products leaves them in a difficult position. The consumer has the goods. There is no way to actually return those goods.
Computers have always bumped into this issue. Even in the 1980's, when software was distributed on physical media (with copy protection), most retailers would refuse to accept returns. They refused to do so because it was possible for the consumer to copy the floppy and return the physical product. Ebooks face the same issue, only perhaps a bit worse because those bits were never in shrink-wrap so there is no way of accepting returns on unopened products.
So it's not necessarily a case of a company having your money and telling you to take a hike. It could very well be a company who can't accept returns so they don't accept returns, and it's far too easy for people to scam them if they offer refunds on non-returnable products so they don't offer refunds.
|
While I think the OP should have checked further before pushing the buy button, I also think that if a product is advertised ambiguously the company should at the very least give or offer to buy her a copy of the same book in epub format. They should not actually lose money doing this, as they already have her money firmly clenched in their hot little fists, and thee would be no issue of the customer getting something for nothing.
In her place I would be annoyed enough to go the dispute credit card charge route.
Helen