The story continues from my original message...

I e-mailed customer support at the e-store using the fill out form on store.sonicblue.com. I get a reponse back saying that Digital River no longer handles customer support and that I should contract SonicBlue customer support instead. WTF?!?! Why does the web site direct me to Digital River then? This is one [censored] up company!

So I contact SonicBlue customer support via e-mail as suggested. I explain to them everything that has happened thus far including how my caller-id shows Digital River calling my house about 15 times in the last week, but never leaving a message! To this, SonicBlue cusomer service sends the following two responses:

Dear Valued Customer,

We suggest you call in to our Customer Service center and place the order.
Please be aware we can not offer the same prices as the estore

Our price for the Rio Car 10 gig = $1299.95
The estore has great deals. If you want those prices you will need to find a
way to place an order on the estore. All our records show us is that the
order was cancelled. Most likely by the credit card company.


First they recommend I place my order over the phone and pay nearly double the original price!??! Then a few hours later a 2nd recommendation from SonicBlue customer support arrives in the e-mail...


Dear Valued Customer,

Yes, you will need to contact them in regard to the order. They handle the
estore order processing, so there may be an issue with the order.


* Please include all previous messages (in text format) for continuation of
support and also ensure your return e-mail address is correct.
Undeliverable messages are deleted.

SONICblue Customer Service/Technical Support/RMA
Pre-Sales and Order Number: 800-468-5846
EMMY Award winning SONICblue -- creators of the ReplayTV 4000


This time they're recommending I call the mysterious 612-253-1234 that I keep seeing on my caller-id. So I call the number and what do you know? It's the phone number to Digital River customer service!

I explain in detail to the customer service rep what is going on (i.e. How I've been trying for nearly a month to order this product.) He says the problem must have something to do with my credit card denying the charge. I tell him this is BS since I already checked with my credit card company and they say they haven't denied anything recently.

He then puts me on hold for a LONG time. When he returns he offers me the option of re-entering my order, but with no promise the same thing won't happen again. Or he can escalate the problem to the attention of their credit card processing office. I elect the 2nd option, telling him I need to know why the order is being canceled so I can rectify the problem. He tells me I should get a response via e-mail in a few days.

Just this evening I received this response. Here it is...


Dear Barry,

Thank You for your message. Unfortunately, we no longer handle =
customer
service for Sonic Blue. Please contact Sonic Blue directly with your
request.

Sonic Blue may be contacted at [email protected] or by
calling 1-800-468-5846.

Thank you for contacting Digital River.

Sincerely,
Customer Service
Digital River, Inc.
[email protected]
http://www.digitalriver.com
Ron R.


As I stated before, this is one [censored] up company (Both SonicBlue and Digital River). Neither SonicBlue or DIgital River will take responsbility for these problems, they just keep pointing the finger at each other.

Anyone have any suggestions on what I should do next? All I can think of doing is calling both SonicBlue and Digital River EVERY DAY on the phone and bothering them until I get an employee who will actually take the initiative to solve the problem.

Anyone know what I should do? Does anyone have the name of a helpful employee at SonicBlue that could help me sort this problem out?