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Journey Education Complaint - Absolutely TERRIBLE Customer Service

Review by rev91 on 2007-07-04
NEW JERSEY -- I have absolutely had it with Journey Ed. I have recently purchased Avid Xpress Pro 5.7 for my Macintosh and it simply does not work. I ordered it, and the day before it was delivered, a note was posted on avid.com stating that it is not capatible with the LATEST Mac software which I already have. Of course, I did not know this until after I opened the box and tried to install it. The manager that I finally get a hold of at Journey Ed says that the page reads that I must have Mac OS X 10.4.6 or 10.4.7. Currently, I have the most updated system software which is 10.4.10, it should work. The others he mentioned are the MINIMAL system requirements. System updates move forward, not backwards.

I put the disc in, and it spits it out. Since I opened the box, Journey Ed will not grant a refund. They tell me that I have to deal with Avid and that Avid will not accept back open boxes.

First of all, I shouldn't have to deal with Avid. Journey Ed has my hard earned money. For the heck of it, I called Avid, and after waiting for 40 minutes on hold to get through, I find out from them that Journey Ed can in fact return things, but that Journey Ed has to contact them directly since I bought Avid through them.

I call back Journey Ed yet again, and I end up going through another customer service person repeating the same crap, and I finally get to a manager, and he says the same thing, and a "Sorry for the inconvenience." This manager is still telling me I have to deal with Avid, and I'm not. Avid does not have my money.

What this manager will be dealing with is my lawyer very shortly. I will also be alerting every web site I can about this company, including consumer reports to Channel 6 News where I have many contacts. By the way, all this is over $312.50.
Comments:1 Replies - Latest reply on 2007-07-09
Posted by rev91 on 2007-07-09:
This problem has been resolved...finally. They realized they were wrong and they are refunding my money. A customer should not have to go through all this trouble, especially when they are obviously correct.

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