eMedia Music

Review: I purchased Intermediate Piano (software) in December 2012. It did not work properly. I contacted the company and was told that a new version was coming out in early 2013 that would address the problems I was having. They said if I was not satisfied I would be entitled to a refund ($65.90). I received the product two weeks ago, tried it and noted that there were still issues. The company told me to ship it back for a refund. USPS Tracking indicates that they received the package on April 1, but I have not received a refund.Desired Settlement: Refund of $65.90 paid for defective software.

Business

Response:

Business' Initial Response /* (1000, 6, 2013/04/10) */

Customer purchased through eMediaMusic.com on 12/11/12 but complained that the product lacked features found in other software. Customer contacted our tech support team via e-mail on 12/16/12. Customer was advised that a new version of this product was under development and expected in Q1 2013. Customer was given option of waiting for new version or sending back existing software for product refund. Customer chose to wait for newer software.

Product cost is $59.95. Shipping fee is $5.95. eMedia products include a 30 day money back guarantee for the product cost. Since new version wouldn't be available until after 1/11/13 (past the 30 day guarantee period), customer was granted an additional two weeks to evaluate new software upon receipt.

Development of new version took longer than originally anticipated. New version was sent to customer on 3/21/13. Customer received new version on 3/26/13. Evaluation period for new version ran from 3/26/13 to 4/9/13.

Customer contacted our tech support team via e-mail on 3/26/13 to express dissatisfaction with new version. After brief correspondence, RMA was issued on 3/27/13.

Returned software was received on 4/1/13. The product total was refunded to the original credit card (MasterCard ending in 4069) on 4/2/13. Bank confirms refund was settled on 4/3/13.

Of note:

1. Customer was never promised a refund of order total ($65.90). Any discussion of a refund by eMedia personnel referred to the product total ($59.95).

2. The original product worked on Customer's computer, but lacked some features found in other eMedia products. It wasn't defective as much as it was lacking features.

3. Customer's e-mail correspondence has received a response on the next business day at the latest (usually on the same business day). Filing a Revdex.com complaint was a heavy-handed approach when a simple e-mail or phone call could have resolved the matter much faster.

Consumer's Final Response /* (4200, 12, 2013/04/25) */

(The consumer indicated he/she DID NOT accept the response from the business.)

The product is defective because I was told that the revised software would have the same functionality as piano for dummies. Yes it did function, but it does not give feedback on 67% of the songs, piano for dummies gives feedback on 100% of the songs.

As such, I feel it is inappropriate for me to pay for shipping a defective product.

Business' Final Response /* (4000, 10, 2013/04/24) */

Two versions of this product were sent to Customer while only a single shipping fee was charged. The first version was missing almost all the features Customer desired. The second version had more features, but not everything Customer desired.

Referring to the software as defective is misleading. The software ran without error on Customer's computer. It did not have all of the features Customer wanted. A car that lacks heated seats is not defective, merely missing a desired feature.

Customer was never advised that shipping would be refunded. All communication about a refund referred to the product total, not the order total.

The software has been returned and the original product amount has been refunded as promised. This matter can be closed.