A tale of Customer Support (or the absence thereof).

First of all, let me congratulate all that already got Poser 6. Count yourself lucky! Well, where to begin? On Feb 17th, I eagerly preordered my Poser 6 upgrade and settled down to wait for March 21th. Shortly thereafter I got an email from Curious Labs announcing a price cut for people ordering between Feb 16th and 22th. Filing it away I forgot about it. Shortly before the Easter weekend, after browsing this forum with all the impatient people posting about Poser 6 and emails they got, I became suspicious since I haven't received any. So I took myself to the findmyorders page to query the status of my order.
I was quite surprised to see that my order was cancelled! I won't go into details about my reaction to that, since they are without doubt breaking the TOS of this place, but let me tell you I was slightly annoyed.
So, what to do? Contact CL and DR. The only way to contact these worthy companies was a web form to fill in. Needless to say that the options in these forms fit my problem like a glove, but anyway, I just went ahead and hoped for the best (which is terribly naive, I know).
Finally, I got a reply from CL yesterday, from one Tori Porter, Product Development Specialist AND Web Goddess, no less! Want to know what sage advice she had?

[Quote:
Please go to http://store.curiouslabs.com and click the "Customer Service" button the left navigation to contact Digital River. Here you will be able to quickly look up and track your purchase using your order number, find valuable FAQ's regarding purchasing and downloading, and return or cancel your order. You will also find a contact form at the bottom of the FAQ section if you need further assistance.]

Which prompted me to thank her for this wonderfully prefabricated standard response. I also dared to ask if she read my mail at all (I know, questioning a goddess is heresy, but my blood pressure then was quite high). I was surprised when some minutes later she mailed back that she did indeed read my mail, and as stated in her previous reply, I should contact DR. To that I replied that I would have expected from customer service to do this job and to then present me with information on how to proceed, and I told her that I already contacted DR some days ago.
Since then, no more helpful emails (as a matter of fact no emails at all!).
The silence from Digital River is well nigh deafening, I suspect they themselves never did read their web form, where it says: time for responses up to 48hrs.
Well, thats where things stand now, I have no idea why my order was cancelled, who did it, nor do I know how to remedy the situation. Preorder boxes are fast selling out, at least according to a CL mail that I did get (it seems I only get the really important ones), so I guess they don't want me to get Poser 6.
For all those still awake, thanks for reading through my rant, I'm definitely better now, even though I know that this little masterpiece of writing (humor me, I'm pretty disappointed as it is) is only for calming my nerves.

martin