Nova Development Complaint - Defective Product
CALABASAS, CALIFORNIA -- I have used NOVA DEVELOPMENT's Art Explosion CD-ROM software for several years. As a matter of fact, the version I have been using is at least four years old, and the packaging has a (c) of 2004.
Thought I'd upgrade to the 2.0 version of the same product, since it was available at a local store for a good price, and although I was having no issues with my "old" program, thought it would be nice to get a "new and improved" product.
Bought the Publisher Pro 2.0 on a Saturday morning.
Happily went on my way to the office, planning to install, and meet a 12:00pm advertising deadline on the following Monday.
Insert Installation Disc One.
I was advised to delete the previous issue of Publisher Pro prior to installing the newer version.
Pressed "ok" to continue with the install.
Pop up window comes up saying to Insert Installation Disc Two.
Pop up window come up with Error 1311: file cannot be accessed. Check to make sure file is accessible.
I manually right click on the drive and open the file. I'm looking for N://.....~4.cab file.
THERE IS NO FILE BY THAT NAME ON THE SECOND INSTALLATION DISC!
I mess with this for some frustrating amount of time ---- then look up technical support on the NOVA DEVELOPMENT website. I followed the suggested remedy for this error code to no avail.
I try to call the NON-ONE-EIGHT-HUNDRED number on the packaging, only to get an answering message. The "office" is only open Monday - Friday. Argh!
Grab my discs and the manual, and head back to the store where I purchased the item. Fortunately, they agreed to swap my defective software for a new box off the shelf.
Once back to the office, I eagerly start the install again with the newer discs.
INSTALL DISC ONE.
Everything went smoothly.
INSTALL DISC TWO.
A pop up window tells me to Install Disc Two.
I DID THAT ALREADY!
I eject the disc, check the label --- sure enough, it says it's Disc Two. Push it back in.
Pop up window comes again --- Install Disc Two.
I DID INSTALL IT, I SAID!!!
I manually right click on the drive, to find that the folder on the disc labelled DISC TWO are actually DISC THREE items!
It's labeled DISC TWO, but it's contents are DISC THREE materials. ARGH!!!!
Hopeful, I install Disc Three, expecting Disc Two data to be there, but it wasn't. There was NO DISC TWO included.
Back to the store ---- trip number THREE.
There is ONE MORE ART EXPLOSION 2.0 on the shelf. The nice - super nice - computer specialist opens it right there in front of me. I go with him to a new computer. He tries this software out for himself. Afterall, even though it IS NOT the fault of the store, they are trying to sooth my frustrations (NOVA DEVELOPMENT SHOULD THANK THEM).
Insert Install Disc One.
It worked! Now comes the moment of truth...
Insert Install Disc Two.
Pop up window says to INSERT DISC TWO.
He did! He INSERTED DISC TWO!!!
He follows the same procedure I did. He double checked the Disc ---- and it was labeled DISC TWO. He opened the contents, which were Disc Three data items. He checked the disc labeled DISC THREE. It was indeed Disc Three data. He checked all other disc labels ---- it appeared all were represented.
He apologized. He was beside himself. I had just gone through THREE different BRAND NEW BOXED SOFTWARE SETS, and all three were defective. I received a total refund for my purchase.
I wasted an entire business day trying to load a new program.
I failed to complete my ad for the following Monday.
I couldn't work on my ad at the office, because EVERY SINGLE THING I HAD CREATED OVER THE LAST FOUR YEARS was illegible to me until I went home to find my old software (the one I bought years ago), and re-installed it on my work PC.
NOVA DEVELOPMENT ---- you've lost your former number one fan.
I've sang praises for this company for years. LOVE Publisher Pro. Certainly, I thought, this company would not let me down. Surely when I call them Monday at their NOT-TOLL-FREE number (me, spending my dollars to call them), they will hear my desperation and frustration and try to offer me condolences in some manner.
MONDAY AFTERNOON (well, morning for them, as I live in SC and they are located in California):
I call the NON-TOLL-FREE number listed on the back of my "old" Publisher Pro" portfolio.
I press "0" for "other", because they do not list an option for COMPLAINTS. The operator puts me through to Customer Service.
I hold for five minutes. FIVE MINUTES. Five minutes of long distance charges to me!
A customer representative comes on and I tell her the entire drama, just as you've read above.
She apologizes, says that certainly she wouldn't encourage me to buy another 2.0 version. She says although I could purchase one from their website (imagine!!!) that she couldn't guarantee it would be "right". She said it sounds like maybe there was a "bad batch" of sets, but she has no way to knowing if this is the case. She has no way of knowing if there have been other complaints. She puts me on hold to consult with the "technical help" department, only to return a couple of minutes later and tell me the same thing ---- don't buy another one yet. She says there will be an "update" or a "version 3.0", but she doesn't know when. She says "they" don't tell her that info (whomever "they" are).
I tell her how disappointed I am. I ask to whom I can address a complaint. She says I can send it to her and tells me she is a supervisor.
This will not do.
I say, "Well, if you are a supervisor, then certainly you have a boss. Who is your boss?"
She hesitates. Then tells me she's not allowed to give out that information.
I ask for her last name, and she tells me she's not allowed to give me that information either.
She will not give me any information at this point.
I AM LIVID. I AM BEYOND DISAPPOINTED.
As soon as I find a replacement for my "in great condition old version" of Publisher Pro, I'll be using that instead. I do not plan to purchase another NOVA DEVELOPMENT product again.
BUYER BEWARE OF THIS PRODUCT! I may have gotten a refund for the product at the end of the day, but I've lost an entire business day of productivity, automobile expenses for running back and forth to the store, and now, the cost of the phone call. This faulty product has cost me in the end.