"I placed an order and the site stated the product would ship the same day. It is now four days later and it has not shipped. I sent an e-mail asking them to cancel the order. The response stated the order could not be cancelled and all I can do is refuse delivery. Then I can ask for a refund (we know how long that will take). I tried to call them to see exactly when it would ship. The recording directed me to their site. The site directed me to call the number I had just called. It is a loop where you will never get a person. From now on I will buy from a local store (which by the way has Studio 12 for the same price as the Pinnacle Store)."
"I've been trying to get a refund for a product since 23-Nov-2007 - yet to receive it as on 19 Dec 2007
I was billed twice for the same product and I immediately called up the customer service and confirmed (both over mail and phone) that it would not be shipped out and there would be no charges.
Unfortunately the product was shipped out the next day and i was charged. When I called/sent mail, I was told that I just have to refuse delivery and i would be refunded. I did precisely that - i refused delivery and after numerous follow up, i've yet to get the refund.
What makes it worst is:
1. There's an average delay of 45min before you can talk to the customer service
2. There's an average delay of 4 days before you can get a reply to the mail from the customer service.
3. and they all contradict each other.
1. I was told over both mail & phone that this product would not ship out - it DID ship out
2. I was told that all i have to do is REFUSE DELIVERY - and now i'm being asked about RMA
3. I was told that the amount has been refunded on 30-NOV-2007 and i'm still fighting for it - and now i'm told that you still have to receive the product back."
"If I had seen the reviews here before I purchased I probably would have purchased a different product or at least purchased from someone else. As it is I am very happy with the order and delivery. I purchased Studio MediaSuite with next day delivery yesterday and I'm holding the software in my hands today. I would not hesitae to buy from Pinnacle Systems in the future."
"Downloaded software. Instructions said Activation Key will be included in with order confirmation...IT WAS NOT! Because it is a weekend there is no way to contact Pinnacle. I WILL NEVER BUY FROM THEM AGAIN!!!!"
"This review applies to Pinnacle Systems of Mountain View CA, manufacturer of video editing products. Although Pinnacle Systems makes great products, they are unfortunately overshadowed by their lack of customer support. I pre-ordered an upgrade on 9/12 that ended up being released around 9/22. Attempting to find a status of my order was the worst experience ever. You can never reach sales/customer support. All I ever got was a message to call back in either 30 minutes or an hour. I e-mailed sales, customer service and their estore multiples times and never received a reply. Not even an auto-reply. I cammed their shipping department three times and was told the product had shipped "that day". The ONLY way I was able to get the upgrade was to contact their corporate offices and file a complaint. Miraculously, a new order appeared. This was not an isolated incident nor is it the first. It's one thing to make mistakes. But this has made me reconsider them regardless of how good their products are."
"I am assuming that this name is the same as the California company Pinnacle Systems. On Aug 31, I placed an e-mail order for their InstantCD/DVD and paid for it on my VISA card. On September 8, I received an e-mail saying that the item has been shipped. I waited for it and paid my VISA card bill on Sept 20, 2003 with the assumption that the product would soon arrive. BIG MISTAKE! I called on Sept 22, 2003 and eventually got to talk with someone. However, they could not be of help because (1) their computer was not working (2) they could not answer my previous e-mail because they had too many, (3) they had just bought another company. By the 5th call I learned that they could not help me but that I should call a phone number in Indiana. I tried contacting the CEO of PS, Mr. J.KimFennell but the woman who answered said she could not help me but would relay the message to him. The people in Indiana (Zomax) didn't know what to do but suggested that I use a tracking number at UPS. The UPS people said they delivered the package to the back porch door. In all of the many previous packages that I have received none were ever delivered to the porch door but always to the side door. The UPS man came out while I was not home and left a yellow tag asking if I had received the package. I wrote on it that I had not received it. This was supposed to start the process of the UPS people getting me the copy of the product. I recently talked with UPS and they said it normally takes 8 business days. I first talked with them near the end of September. The person that answered the most recent call to UPS could not determine if UPS had contracted Pinnacle systems or UPS's own insurance company. UPS suggested I call the Zomax company The Zomax company said that they would look into the problem and get back to me in a few days. They didn't call.From the reseller site I realised I paid way too much ($116) and Mr Tyler Johnson of PS suggested that I would need to reorder the product. At this time I have no CD/DVD product, I
am out $116 and no one seems to be able to do anything. The UPS and Zomax companies are hired agents by PS. They did not sell the product to me: PS did. I believe PS has the responsibility to deal directly with me and send the product. I have thought of reordering the product and then refusing to pay the VISA bill. I am extremely disappointed in PS's service and want to warn other people against dealing directly with them. One tip: if you call them don't pick the phone choice of "comments" because it is always down for an hour. Instead choose "to order." Thank you. Howard McPherson. October 17, 2003.
Earlier today October 28) I received my order by Federal Express. I am not sure if Pinnacle Systems, and/or Zomax decided to do the right thing and send to me my order, or if it was due to writing to resellerratings.com, the Ohio State Attorney general's office, Maximum PC magazine, or the Federal Trade Commission. I may order further PS items but it will be from a reseller and not directly from PS. Thank you whoever helped me."
"I've been using several Pinnacle products for a few years now. In August, I ran into a little trouble with an Email order from them. After calling their 800 sales number, I experienced a very helpful sales staff that reconciled the situation to my complete satisfaction. I'm still a happy Pinnacle customer.
Craig"