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General discussion

Problem with customer service on Download.com

Mar 25, 2010 11:40PM PDT

For the past week I have been trying to pay for a premium listing on Download.com ($99 a month) for my product "Advanced BAT to EXE Converter"

I can only get ahold of "Irina" who will delete my help tickets at will. See proof of this behavior in screenshots below.

I have always been nice and I stuck through all of the website errors. The first time I entered my credit card info, successfully got a "pending" charge on my card for $99 but due to website error, there was no "product title" listed on the confirmation page.

http://www.bdargo.com/upload99.gif

About 5 days went through replying back and forth with Irina she said she forwarded my ticket to "the appropriate department" The charge never completed and the funds were released back to my account.

Now I go to make the $99 a month payment agreement and receive this error:

http://www.bdargo.com/newerror.gif

No charge is made to my card now since it is in the queue like the pic says.

I have asked Irina to remove my product from the premium listing queue (where it has been for 3 days and is only suppose to take one to complete) So I can go ahead and make my payment. Here is evidence of her deleting my ticket (screenshots takin with www.time.gov clock on screen)

http://www.bdargo.com/customerservice1.gif
http://www.bdargo.com/customerservice2.gif

I made this post to get ahold of someone else from CNET that can help me. Irina must be sick of trying to help me and cannot figure it out. It is a shame she is the only C/S rep I can get a hold of. I can assure you that I am the one that is sick after thousands of hours put in to my product and over a week talking to customer service trying to pay them $99 a month for premium listing!

Discussion is locked

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Trying to pay $99 with no results :)
Mar 27, 2010 4:28AM PDT

I have the same problem. My first message to support team was on 02/23/2010 !!!
I talked with Marina and Irina.
Marina on 03/09/2010: "I have filed a bug with our engineers concerning the issue. In the meantime we recommend taking advantage of our free services."
Irina on 03/23/2010: "Due to the issues that were mentioned earlier, we cannot upgrade your product's subscription to Premium. Please, take advantage of our Basic subscription. We apologize for any inconvenience this may cause you and appreciate your patience."
Now I'm still waiting response from Download.com engineersHappy
Maybe it's very big problem? Why it can be resolved in manual mode?
I don't know why it takes too much time. I know that it's unacceptable for such big companySad

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Wish my company was big enough to miss $99 orders for month
Mar 27, 2010 4:10PM PDT

Cannot believe that they have been having problems for over a month. Wonder how many premium listings they have missed out on.

Is your product in the premium listing queue same as my newerror.gif image?

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To bdargo and GF Software...
Mar 31, 2010 3:06AM PDT

Hopefully by now someone from the CNET Upload.com team has contacted you directly via email. Please let me know if this isn't the case and I'll ping them again.

Thanks for your patience!

Cheers!
-Lee

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Payment accepted but...
Mar 31, 2010 3:22AM PDT

I received a number to call and made my premium order for $99 a month by phone. "Keyword promotion" does not seem to be working for my product... The whole reason I made my order was for keyword promotion.

My product title is "Advanced BAT to EXE Converter" and my first keywords for the product is "bat to exe converter"

When you search download.com for "bat to exe converter" my product is at the bottem of the search results page with many unrelated softwares above it... please have someone look in to this for me.

Thank you

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Can you contact them directly via phone or email?
Mar 31, 2010 3:38AM PDT

Just to let you know, I am completely unfamiliar with the process that goes on at Upload.com department and it would be best if you contact directly so that nothing gets lost in translation. I'm assuming that since you were contacted by that department, there is a direct email or contact number so you can contact them again. This probably would be faster since I'm just the middle man trying to disseminate information back and fourth.

Besides if you contact them directly they will log what has been done to your account, so that in event that they need to look up your history its right there for reference.

Best regards,
-Lee

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To bdargo
Mar 31, 2010 9:25PM PDT

Irina said me that current 143th place in listing by main keyword phrase (duplicate file finder) is normal for Premium listing!!!
I can't find difference between Free listing and Premium.
Unbelievable.

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whats worst
Mar 31, 2010 10:39PM PDT

Whats worst

I have submitted two product modifications and they won't change my setup file from v2.1 (has a bug fixed in current version) to v2.12!

I guess this is why Chargebacks were invented. This company has gone to crap.

I am going to call Jen and ask her about this first then proceed with a chargeback if nessasary. I prolly don't even have to remind you how hard it was to hear what she was saying do to her shady microphone.

LOL happy april fools day today right?

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Premium listing
Mar 31, 2010 3:36AM PDT

Subscription changed to Premium. Thanks!
I also have problem with five approved keywords. Maybe system need some time to update. I've added new ticket to Premium listing support team.

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Great! I'm glad they got back to you...
Mar 31, 2010 3:43AM PDT

Hopefully the thing that needs updating gets taken care soon--glad to see you filed a new ticket for them to look into that.

Cheers!
-Lee

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Problems for many many months
Jan 3, 2011 2:19AM PST

They still have not fixed there system. I open a support ticket with cnet because i too could not upgrade my listing. I was also told that there is nothing they can do an it willbe fixed soon. Then tey closed the ticket. ARE YOU KIDDING ME? i am trying to give you money and i get blown off? I never authorized them to close my support request. They marked t as solved, it was NOT solved and still is not. I would LOVE to have a hone number to Cnet support or customer service.

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To hone this down.
Jan 3, 2011 2:28AM PST

Try clicking on the name in post 10 and email that fine fellow.
Bob