I’ve never done this before, it’s really not my style. However, I’m a bit upset over this, so you get to share. (read on if you like to see a regular guy bitching about a company’s lack of customer relations and/or ethics)

First, some background. http://www.directron.com/ Directron.com sells (primarily) computer electronics. They have a broad range of products covering everything from parts to build your computer to gadgets to make it unique. I have been shopping at their website on and off for years. Recently, I received one of their standard advertisement/newsletters that included a “special” offering a http://www.directron.com/frnero.html free copy of Nero Express for purchases over $29.99. Interestingly enough, I had just been looking at several options for burning CDs (including http://ww2.nero.com/us/index.html Nero), and being the cost-conscious individual that I am, I leapt at the opportunity. I loaded up my virtual shopping cart with some neat things I had been eyeballing, added in the free software, submitted my order, and congratulated myself on spotting what appeared to be a good deal.

A week or so later I received my box of goodies from Directron, and soon set about putting it all to good use. The fancy thumbscrews fit my case well, and matched the new (red) rounded cables very nicely. Honestly, I have no complaint whatsoever with the “goodies” I pick up from Directron on a somewhat regular basis – it’s an affordable method to keep the outside of my computer as ‘cool’ as the inside.

But then I picked up the Nero Express CD, preparing to install the new software.

First thing I notice: a warning printed on the CD itself. “This software will only work with the CD-recorder it was bundled with”. Hmm. I didn’t purchase a CD-recorder in this order, and this software certainly wasn’t bundled with anything, unless of course my Vantec cable-sleeving kit doubles as a CD-recorder?

Being a veteran user of OEM software, I wasn’t too worried. Generally bundled software is simply not supported – it still functions. The program installed without too much fuss, but when I loaded it up to bask in the glow of my new (*free!*) software, I was greeted with a big red slash over the icon for my CD-RW. When I tried to select the drive, I was given the same virtual slapdown as the CD originally warned. “This software will only work with the drive it was bundled with” (not an exact quote).

Surely this was a mistake. I visited Directron.com’s support message boards and left an inquiry/complaint. It received one response from some know-it-all fellow customer with the clever moniker of S|P|E|C|T|R|U|M who stated the software was indeed universally functional. With all the cleverness of a veteran message board denizen, my fellow user had skimmed the topic, ignored the message, and responded without a moment of thought. I followed this up by submitting a support request through their officially sanctioned shopping-cart-driven support channel.

The following day I received a message from Laura at Directron (oddly enough, “Laura” signs her emails “Mark”) offering to help and providing a phone number and an invalid extension. Fortunately for Laura/Mark (and me), I also had a voicemail waiting that provided a functional extension. I used this to call Mark and explain my dilemma. To cut an ever-growing tale somewhat shorter, I was basically told, “too bad, so sad, enjoy your new red coaster”. They did assure me that future advertisements would list any proprietary requirements, so it seemed like something of a moral victory.

I almost took that answer and chalked it up to experience. Really, I’m not the sort of person who takes cheap, defective things back to the store, even when I deserve to get my money back. It’s generally just not worth the trouble. For some reason I decided I should write Directron a nice little message to clarify my disappointment. That letter follows (addressed initially to the email I was sent to rectify the situation, later forwarded to their customer_service address). Please note the point during my writing of that missive where I received another advertisement from Directron. I was dumbfounded.

—-(Email from Jonathan Murray to Directron.com)—
Laura/Mark :

After speaking with you folks this afternoon, I just wanted to have a written record of the resolution.

Basically, I am now the proud owner of a proprietary version of Nero Express that I cannot use. This copy is keyed to a CDRW drive that I do not possess, and in fact, do not even know the make/model number. In the future, such information will be included on promotional offers, so gullible customers such as myself will not be lured into a “bait and switch” type purchase that nets worthless “rewards”.

Yes, I am a little put off by this situation. It will not likely prevent me from doing business with Directron in the future, but it will certainly affect my propensity to choose Directron over other vendors.

Thank you.

– Jonathan Murray
jonathanmurray.com

PS. While I was proofreading this message, I received another promotional newsletter from Directron.com. The exact same offer for “Free Nero Express” is still listed on this latest newsletter. Following the link leads me to the same misleading advertisement – with no indication that this will indeed be worthless to any customer not in possession of the mystery device this software is keyed to. I am quoting the entire text of the ad below.

Would you like to change me from an upset customer to a happy customer? Ship me a version of Nero that will work with my hardware (ie. not keyed to any specific hardware). Since that is what you are STILL advertising, I can only assume that is what I deserve. As I stated before, I will happily send back the worthless CD you sent if you will replace it with a version I can use.

http://www.directron.com/frnero.html (text quoted without edit)
“Looking for free CD-burning software – Nero download? We ship free Nero Express CD to you for > $29.99 Orders. Yes you can get an original Neo Express CD for free.

Nero Express combines the performance and efficiency of Nero Burning ROM with a simplified interface. Goal is to offer a package that meets all your wishes and requirements. It doesn’t matter if you are a beginner or an expert, Nero Express will guide you through the necessary burning procedures quickly and easily. By taking the features and performance of Nero Burning ROM that every user loves and adding a user-friendly interface that is easy for beginners and comfortable for professionals to handle, Nero express has simplified its operation.

Features & Specifications: Dos Driver, Nero Express and InCD, Driver Manual, Acrobat Reader.

References: | Nero Company Website |

Notes on this free item: (1) This item is free only for placing an order > $29.99 from us. This item will not be shipped by itself without notice. (2) One free item of any kind per order please. (3) No exchange or refund for free items. (4) This item does not qualify for free items for those who register on our web site. (5) Customer must still pay shipping for this free item. Adding this item to your shopping basket will add 1 lb to your shopping basket, which will increase your shipping amount, which is your responsibility for claiming this free item. (6) We ship Nero Express 5.5 and Nero Express 6 interchangeably. (by033104)(free120204fc)”

Laura Cao wrote:

> Mr. Murray Sorry for any inconvenience this might have caused you. My name is Mark I will be handling your Discrepancy Report and will try my best to help you in this matter. Can you please call me so we can find out what happened, my number is 1-888-582-1834 ext 1557. Directron.com.

By the way, the extension you gave here is bogus. Fortunately, you also left me voicemail that had the correct extension, 1500.
—(End of Email)—

It has now been two full working days since I wrote this email to Directron. I waited this long before making a public post to give them a chance to respond. They have not.

They are still advertising http://www.directron.com/frnero.html the same special.