Hi Tim

Sorry to hear of your purchasing problems.

Element 5 is part of Digital River who are one of the longest established e-commerce companies on the net having been around since 1994. There really is no need not to trust them as they are not a fraudulent company.

Sadly though, as can happen with all companies, errors can occur as it appears happened in your case. When this happens it is always best to deal with Element 5 directly but please remember you can also contact Reallusion Customer Support should you not be satisfied with the service of Element 5.

If you use the Support Form below they will help you to resolve any problems you may have.

http://www.reallusion.com/CustomerSupport/User/QForm.aspx

                                                                

Peter
Forum Administrator

www.reallusion.com

I beg to differ that their problems are solved. I JUST found out that I was charged $50 more than what my billed stated my total was. What's more there are numerous complaints about Element5/Digital River, whoever these people are, by others about being overcharged and charged for things they never ordered. Instead of thinking everything is fine with ordering products trhough the Content Store, be very skeptical. Be prepared to have to deal with your credit card company to be reimbursed for the over/fradulent charges. Personally, I've cancelled the credit card I used to purchase the products I got throguh the content store becasue I don't trust Elements5/Digital Rivers. And I am immediately ceasing doing any further business with Reallusion. :angry:

;) Tim

I don't know why they want to go the refund route either.

The response I got on my ticket was:


We have double-checked your order: 289206065. It indeed is "iClone 3 PRO + 3DXchange 2 + Backup CD - iClone 3 PRO Edition". And in your purchase information in our database, there does have an oroder is "CrazyTalk 6 PRO + Animation ToolBox".


As you can see (once you decode the bizarre grammar) , they seem to be saying that I ordered the wrong product, and that I ordered the right product. (As the process required the entry of my CT serial number, I would expect that entering the wrong product wasn't very likely.)

I have to confess, that my frustration level is pretty high at this moment, so I'm going to just step back from this for the day.

I appreciate your concern.

Hi,

Sorry to hear of your problems upgrading from CT5 to CT6. That is very strange that you were given an iClone license number instead of the correct one for Crazytalk.

As you say you have been in contact with support have they resolved this for you yet? I'm not sure why you are going for a refund as it should be quick process of changing your download and license number to Crazytalk 6. Have you asked support to do this for you?

Please let me know if you are having difficulty with the support replies and I'll try and help.

Thanks for your patience while this is resolved and apologies for the inconvenience caused.

                                                                

Peter
Forum Administrator

www.reallusion.com

I had a different problem.

I went through the steps to order an upgrade from CT 5.1 to 6.0. After making payment, I was sent software keys for iClone Pro, in which I've never had any interest.

Since part of the process for the upgrade required entering the serial number for my CT 5.1 purchase, it's a little hard to believe that I actually entered the wrong product. Besides, I was charged the right price for the purchase I wanted, not the product I got.

Now I have to go through a lengthy refund procedure, involving a printed for and a fax, of all things. If the refund involves postal mail, (I live in rural Alaska, that could take weeks,) I probably won't make further purchases.

Customer service sent me a bizarrely worded response that said that I had indeed ordered iC but that their database showed I had ordered CT.

I apologize for venting a bit, but I have gone from excitement over the new version of CT to frustration due to the frustrations of navigating Reallusion's rather poorly designed website, obviously flawed online store, and linguistically challenged customer service.

i purchasediClone Props Pack:

Hi,

Are you still having problems downloading iClone?

Have you checked that your firewall or security software is not blocking access to the web server? This sometimes can cause problems like this.

If you continue to have problems, then please try contacting Element 5 support so they can check the link or contact the Reallusion support department for further help.

http://www.reallusion.com/CustomerSupport/User/QForm.aspx

This should be able to be resolved quickly for you.

                                                                

Peter
Forum Administrator

www.reallusion.com

Hello, anyone having trouble with the download link, I bought a Iclone pack at 4AM today and still cant download, the link element 5 sent me can't conect to the web server????

Thanks Peter, your message gives me hope that realillusion can help. I already sent realillusion an email and have my trouble ticket but if they bump me back to Element 5 I'll ask realillusion to do my payment manually.
I'll let you know what happens.
-Harley

Hi Harley,

Sorry to hear you are encountering problems purchasing from Element 5. In cases where purchasing can't be completed it is possible for Reallusion to process the order manually. If you look at the first post in this thread there is a contact email for Reallusion Sales or you can use the support form to request this help.

http://www.reallusion.com/CustomerSupport/User/QForm.aspx

I hope you get this resolved soon.

                                                                

Peter
Forum Administrator

www.reallusion.com