Another thing you might try is calling at their toll-free number. Give a concise explanation of the problem to the person who answers the phone. Ask to be transferred to a tech support person if one is available. If one is not, ask for a callback. It's very likely that you can get this resolved. As others have said, if you'd care to name the product and the problem, you can probably get friendly help here, too. If all truly fails, DAZ does honor their refund policy. I understand about preferring a working product to a refund, though. That would be the happiest solution.