I AM NOT A HAPPY CUSTOMER!

[Agate]

On Nov 5, I purchased and attempted to download the Cathe-Stretch-Max-Routine-1. All three attempts failed, when each time the download came to a grinding halt about a third of the way through the file.

As I explained to "Curt" on the Cathe helpdesk:

"I have high speed DSL (10M/768K), with no limits on file size and plenty of space on my hard drive (>60G). My computer is a MacBook and I'm using Safari. This is the first time I've downloaded a Cathe video, but I download videos and audiobooks all the time. "

Curt's response, on November 17, was:

"we have been looking into the problem you are experiencing with the internet provider that hosts the video download site, and have yet to receive a suitable response from them on what is causing this issue. Although 99% of our downloads have been working just fine, there seems to be a problem from an isolated group where the downloads come to a stop like your's did. It doesn't seem to be a problem on our end, and doesn't mean it is on your end either, but problem lies within the interaction between the two.

At this moment I simply don't have an answer for where that problem is occurring. If you can be a bit more patient with us, I will make sure that you do get your download, and of course we will re-set your download count. I hope to hear back from the server company within the next day. I can either reset your count now and you can give the download another try, or I can wait to reset it until I receive a reply from the server company and you can attempt the download again at that point.

I understand your frustration with the situation, and appreciate your patience. I will contact you soon when I hear back from our server provider."

So.... I patiently waited!

After not hearing anything, I pinged Curt on Nov 30 (two days ago) to check if he had heard from the server company, but have not received any reply.

I'm out of patience, Cathe Nation, especially when you don't even bother to respond to my simple request for an UPDATE!

I AM NOT A HAPPY CUSTOMER!

[LasVegasFitGirl]

First, don't get upset and angry at Curt. I think he gave a good response. As far as not responding for two days or so, be patient. Something could have come up. He may have been pulled to work on something else, he may be out sick, who knows. He's giving you your count back and that's the least he can do until he tries to determine why your particular computer won't download something.

I try not to get angry at things because a lot of times I've had to apologize for acting like an as$ when it wasn't what it seemed.

[PhyllisG]

I think she contacted Curt on Nov 17 and got a reply that he would get back to her in a few days. When she had received no further info she contacted Curt again on Nov 30 and still has not heard. So it was more like 2 weeks with no further explanation. I can understand your frustration. Simply a reply that he is working on the problem helps.

[syzygy314]

That may be so, but it's only been 2 weeks AND the holiday was in there. I was sick for a week over the holidays. Just saying you never know what's going on at the other end. It's better to be nice and patient and just be an apologetic pest , than to be angry.

I'm sorry some are having problems with the downloads. I have had no issues so far and I have the whole library to download (have presently downloaded 30 of them). Need an external drive to get all of them done, but I'm doing it as I work on the 6 1/2 month STS rotation . . . ah, but I digress!

Anyway, give him a chance. Get back in touch with him and realize there are a lot more places out there that have really LOUSY customer service!

Originally Posted by PhyllisG

I think she contacted Curt on Nov 17 and got a reply that he would get back to her in a few days. When she had received no further info she contacted Curt again on Nov 30 and still has not heard. So it was more like 2 weeks with no further explanation. I can understand your frustration. Simply a reply that he is working on the problem helps.

[SNM Videos]

Originally Posted by Agate

On Nov 5, I purchased and attempted to download the Cathe-Stretch-Max-Routine-1. All three attempts failed, when each time the download came to a grinding halt about a third of the way through the file.

As I explained to "Curt" on the Cathe helpdesk:

"I have high speed DSL (10M/768K), with no limits on file size and plenty of space on my hard drive (>60G). My computer is a MacBook and I'm using Safari. This is the first time I've downloaded a Cathe video, but I download videos and audiobooks all the time. "

Curt's response, on November 17, was:

"we have been looking into the problem you are experiencing with the internet provider that hosts the video download site, and have yet to receive a suitable response from them on what is causing this issue. Although 99% of our downloads have been working just fine, there seems to be a problem from an isolated group where the downloads come to a stop like your's did. It doesn't seem to be a problem on our end, and doesn't mean it is on your end either, but problem lies within the interaction between the two.

At this moment I simply don't have an answer for where that problem is occurring. If you can be a bit more patient with us, I will make sure that you do get your download, and of course we will re-set your download count. I hope to hear back from the server company within the next day. I can either reset your count now and you can give the download another try, or I can wait to reset it until I receive a reply from the server company and you can attempt the download again at that point.

I understand your frustration with the situation, and appreciate your patience. I will contact you soon when I hear back from our server provider."

So.... I patiently waited!

After not hearing anything, I pinged Curt on Nov 30 (two days ago) to check if he had heard from the server company, but have not received any reply.

I'm out of patience, Cathe Nation, especially when you don't even bother to respond to my simple request for an UPDATE!

I AM NOT A HAPPY CUSTOMER!

Curt has actually responded to you several times trying to help you. We just don't have an answer for you of why you were having a problem... as we've tested and downloaded the file you're having an issue with and it works fine for us. This file has also been downloaded by many other people without any issues.

Our records also show that Curt got back to your original request from Nov 15th on Nov 17th. On the same day,that Curt got back to you (his response is shown above).... you contested your charge with PayPal without giving us any time to help you further. Since you contested your PayPal charge without giving us time to troubleshoot this further, we considered that you just wanted a refund and closed your ticket.

[Agate]

Dear Cathe Nation,

Thank you for your refund, conveniently issued the day after I posted on your forum.

But I want to make things clear:

My original request was Nov 6, NOT Nov 15. Curt responded to me on Nov 9, and I followed his instructions, but I still could not download my purchase. I responded Nov 10, and awaited his response. I did not hear anything, so I repeated my request on Nov 15.

When that didn’t receive any reply, I tried submitting a new ticket on Nov 17. I also initiated a PayPal Dispute on that day.

Let’s be clear: initiating a PayPal dispute does not automatically stop or return payment. It simply initiates a forum in which customer and vendor can communicate to resolve the problem. Cathe Nation did not respond to my request for follow-up in this forum at any time.

However, Curt did respond to my new ticket on Nov 17, saying he’d been out due to surgery and not been able to respond. My sympathies, Curt, but when I go out on leave, I’m required to make sure someone else in my company is there to take care of my duties.

Anyways, I responded to Curt on Nov 18, saying I would wait until he heard back from his server company before I would re-attempt a download, and that I would not follow-up with the PayPal dispute, thus giving Cathe Nation the time needed to troubleshoot the problem.

Yes, Thanksgiving came and went, and so I waited 6 business days for a response. I politely asked for a response Nov 30, and got nothing. It took an angry post to the website to receive any response, which was in the form of a refund.

Thanks, but you know, I really like Cathe’s workouts. I have several of her DVDs. I would love to be able to play my favorite workouts on my ipod, but this experience has really left me bitter. I understand that digital downloads is a new venture for Cathe Nation, and I would have gladly worked with you to try to make your service better, in the interests of being a repeat customer. Sadly, that didn’t happen.

[Agate]

Oh, and if you are keeping score, I have submitted 6 requests over the last month regarding this matter.

The "several" responses I have received from Curt have been ... 2.

[Agate]

And could you please reconcile your response:

"we've tested and downloaded the file you're having an issue with and it works fine for us. This file has also been downloaded by many other people without any issues."


with THIS:


"Although 99% of our downloads have been working just fine, there seems to be a problem from an isolated group where the downloads come to a stop like your's did. It doesn't seem to be a problem on our end, and doesn't mean it is on your end either, but problem lies within the interaction between the two."

[Curt Kapus]

"we've tested and downloaded the file you're having an issue with and it works fine for us" = "It doesn't seem to be a problem on our end, and doesn't mean it is on your end either, but problem lies within the interaction between the two."

"This file has also been downloaded by many other people without any issues." = "Although 99% of our downloads have been working just fine, there seems to be a problem from an isolated group where the downloads come to a stop like your's did."

[delicatesteph]

Just a thought...I was using Safari then switched to Firefox for a time but some downloads just would not complete when using these browsers so I am now back with Internet Explorer. Since the change, I have had no problems.