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Can't Download My Purchase

what the HECK ?

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#1 Val

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Posted 29 March 2014 - 09:31 AM

I just purchased the Lisa Naples down load but when I pushed the go to down loads button it sent me to : your cart is empty ! WAAAAAAAAAAAAAAAAAAAA! Can't figure out what to do now as I see no customer service  or contact buttons



#2 Val

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Posted 29 March 2014 - 09:40 AM

oops my second chance came by e-mail........sorry to disturb



#3 bciskepottery

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Posted 29 March 2014 - 10:06 AM

Tech happens.  A few months ago, I pre-ordered the Ben Carter DVD . . . and waited, waited, waited.  Contacted whoever does shipping, etc., and they said they would send it out that morning.  So, I waited, waited, waited . . . finally sent another email asking to either send the DVD or refund the amount.  They refunded.  End of story; end of DVD purchases. 



#4 Marcia Selsor

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Posted 29 March 2014 - 11:19 AM

Was that from Potters Council?

Marcia



#5 bciskepottery

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Posted 29 March 2014 - 11:36 AM

Yep. 



#6 Sherman

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Posted 29 March 2014 - 01:34 PM

That would be from Ceramic Arts Daily, not Potters Council, but either way I'm really sorry that was your experience. If you can PM me or email me with your order number, I'd like to make it right.

 

Sherman


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#7 Val

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Posted 30 March 2014 - 12:18 AM

Sorry I got the Potter's Council and CAD confused. But it's sorted out, because even though the original link did not work , an e-mail was sent later with the working link. BTW loved the video !



#8 Marcia Selsor

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Posted 30 March 2014 - 08:52 AM

bciske,

It could have been the dvd wasn't ready when they thought it would be. I was told my dvd would be ready by NCECA, then May, then next November. It takes time and they have an ambitious schedule. The people at CAD, are making a lot of DVDs and they do other things as well like the daily video on CAD. After seeing the whole ACERS team in action at NCECA, I realized what a small company it is. Maybe about 10 people were there manning the booths , selling books and magazines, dvds, memberships.  Everyone works hard and wears many hats. BTW, I watched the Ben Carter dvd during the conference and it is really good. So it has been released. 

 

Marcia



#9 JBaymore

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Posted 30 March 2014 - 09:26 AM

After seeing the whole ACERS team in action at NCECA, I realized what a small company it is. Maybe about 10 people were there manning the booths , selling books and magazines, dvds, memberships.  Everyone works hard and wears many hats.

 

This is SO true.  Everyone likely assumes that the CAD (and even ACerS) operation is this big corporate entity with scads of resources and tons of money.  Much smaller than most likely think.  The Potters Council portion of things has only one full time and one half time employee at the CAD/ACerS home office, and the efforts of the all-volunteer Advisory Board and the various Committee members.

 

best,

 

................john


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#10 bciskepottery

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Posted 30 March 2014 - 10:55 AM

I knew I should have stopped after "Tech happens."  Lesson learned. 

 

I have purchased a half-dozen or more of the DVDs from CAD without issues.  The Ben Carter DVD was offered as a pre-sale, with a delivery date of about a month later.  If a DVD cannot be delivered by its release date, then an email to the customer is proper business procedure and courtesy.  I don't think availability was the case.  But, if you state in an email reply the item will be mailed out that morning and it doesn't show up, then you have a different problem.  From the email exchanges, it appears orders, etc. are handled by a third party, not ACERS or CAD (but I could be wrong).  Anyhow, the refund was posted to my bank.  And I consider the matter closed. 



#11 Sherman

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Posted 02 April 2014 - 09:34 AM

bciske,

 

Yes, we do rely on a third party to fulfill our orders (for magazines, books, and DVDs), but you are also correct that if we state something ships out at a certain time, then it should in fact do that. That is the part I am concerned about. It could very well be that a generic confirmation page and email were used, even though it was a presale. I'll look into this to see if there is anything we can do to clarify that communication. 

 

Thanks for the heads up---and for your understanding.

 

Sherman


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Editor, Ceramics Monthly
Co-host, Ceramic Arts Daily
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