the customer service black hole strikes again

I have been inexcusably un-updatey, and I would feel bad about it if I wasn’t already using every ounce of emotional energy on not curling up on the floor fetal-style and chanting “I AM NOT HERE.” And here! Here is an update! Because apparently my Vox blog bores me, so I am regaling you, my faithful readers, with tales of academic woe. You can thank me later.

So what’s the deal with JourneyEd? I will tell you, in case you have no idea what I’m talking about: they are an academic reseller and claim to be the end-all be-all of student purchasing. Fair enough. I figured I’d purchase Lightroom from them, seeing as I need it (for school, even) and I do like my academic discounts. Given that I am roughly $20K in debt (and counting!) to AiO, it seems only fair that I should at least get a break on software.

So on the 9th I placed an order for Lightroom. JourneyEd, of course, needed academic verification. I sent it. They said “We need something on school letterhead.” I said “Okay,” got student support to send something, passed it along…and waited. Nothing. Sent a follow-up e-mail. Nothing. Re-sent my verification, along with a note saying “Please acknowledge that this is correct.” Nothing. My order in their system continued to say “On Hold.”

So last Monday I called their 800 number, and the rep said “Oh, yeah, we’re not going to be able to ship that until Friday.” I said “So you have everything you need from me and it will ship Friday?” He said yes, the delay had to do with their end, I had nothing to worry about.

Did it ship Friday? It did not.

So we’re on Day 14 of my “Expected ship date: April 9” and the extra $20 I assigned to two-day priority shipping, and boy, am I pissed. This Monday I sent an angry e-mail to customer service, requesting that my order be cancelled. “I needed this product weeks ago; I am canceling my order with JourneyEd, since apparently you do not value my business, and paying full price elsewhere,” I said. “Notify me when the cancellation is complete.”

No response. I checked today, and guess what? Still “On Hold.” So I called, got customer service on the phone, verified that no, the order was not cancelled. Yes, I would like to cancel it now, thanks.

Fine, I’ll pay full price at Adobe. It would be worth it if I actually get the product.

Except, behold! Adobe offers education discounts! I can order directly from Adobe and still pay the same! O, frabjous day.

I just don’t get why JourneyEd doesn’t acknowledge or respond to e-mails. They require that things like proof of enrollment be e-mailed or faxed, yet they do not respond in kind. Is that good customer service?

Of course, I just got an e-mail confirming my order cancellation (after speaking to a rep on the phone). Under “Reason” she wrote “Doesn’t want product.” Ha! Also: screw you, JourneyEd.

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2 thoughts on “the customer service black hole strikes again”

  1. Whoa. I haven’t been posting anything anywhere (blame the seriously sleep-deprived toddler) but I just had to pop in and give you a Virtual Hug. Cause OMG I’ve been there as recently as this morning.

    Still hoping that I can get the bathroom floor wiped with a wet towel before the dust bunnies evolve into beings able to organize a defense…

    Seriously though, hang in there. You know and I know that this will pass eventually and Happy Fun Baby will once again know the power of the nap. It just feels like it’s never going to end right now.


  2. Hey Jessica,

    This is totally off-topic (although I am sorry about the lousy service you received). I sent a reminder about Saturday to you but it bounced back, SO I figured why not post a comment….

    The April Crafty Mama Bazaar is tomorrow (April 28), in addition to complimentary coffee and tea, we will also have free IZZE soda. A few reminders on logistics:

    * The craft fair is 11 am – 3 pm
    * It is indoors. Tables and chairs are provided.
    * Plan on occupying the space of a 4-5 foot table. Bring any type of
    covering, decoration you may need to dress up your area.
    * You will need to be set up and ready to go at 11 am. You may
    access the store beginning at 10:30 am to set up.
    * You are responsible for facilitating all sales, so you must keep
    track of your sales, bring your own bank, receipt book, pens etc.
    * Bring all supplies that you need to set up and get through the day.
    * The event ends at 3 pm, you need to stay set-up until 3 pm. Be
    sure to bring a food, water, etc.

    If you have any questions, just email me.


    Milagros, a Boutique for little Miracles and their Mamas


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