Last October, I wanted to deal with duplicates within my iTunes library. I tried several options. Among them was the mistake of buying TidySongs. The software failed to work as advertised. Moreover, both TidySongs & Clickbank failed to refund the $39 I paid as promised.
I really should have known better. The web site was the first warning. Right at the top, it promises a free download:
Sure, the software will download for free. But what you get is a trial that does nothing. “Free demo download” would be more accurate.
Duplicates Not Found
Still, I decided to throw the dice and spend the money. I was tired of all those duplicates cluttering up my library. I ran the full software against my library. Disappointing. With around 1,600 duplicate songs, it found only 120 of those using the Name, Artist and Album options. Shifting to just Name and Artist only took the figure up to 150.
Suffice to say, a duplicate detection tool that only detects about 10% of the duplicates in my library isn’t that great. It kind of sucks. I emailed my results to TidySongs, and the customer experience manager Kelly McPhee seemed pretty nice and reasonable about the entire thing. She wrote back:
You can request a refund through Clickbank since you used them to make the purchase. They are a TidySongs affiliate. You’ll request a refund through their website. TidySongs will only be able to identify duplicates that are exact duplicates. I’m sorry that TidySongs was not the right program for you.
Then again, this was kind of odd. I didn’t buy from a “TidySongs affiliate.” I bought from TidySongs itself, using a link off the TidySongs web site. ClickBank appeared to be the way TidySongs sold direct.
I used the Customer Support form she pointed me at and never heard back. This was in mid-October. In mid-December, still wondering about that refund, I went back to the form again.
Second Time Not A Charm
This time, I found no option on the form to request a refund. Everything simply pointed over as if there was a technical support issue. Nonetheless, I diligently entered my information. This time, unlike the first time, I got an automated support ticket.
Every two days after that, I got a prompt asking me if I wanted to close that ticket, because no one had acted upon it. I ended up renewing it about five times in a row.
I also went back to Kelly, saying nothing was happening with the ticket. Her response?
The refund will need to be made through Clickbank since you used them to make the purchase
Passing The Refund Buck
Now kind of losing my mind, I went through the ClickBank site. As it turns out, no, I didn’t need to request a refund through them. At any point, TidySongs (or CloudBrain, the company that makes TidySongs), could have issued a refund. I pointed Kelly to the page advising ClickBank vendors about this:
If a customer contacts you directly to request a refund or cancelation, you can initiate a refund or cancelation ticket from within your ClickBank account. A link to open a ticket on any order is available when you search for transactions (orders) from the Transaction page under the Reporting tab. Simply click on the T in the left hand column.
Way back in October, when I first contacted TidySongs, it could have issued a refund right then, rather than send me on a merry dance through ClickBank. That it didn’t speaks volumes about the company and kind of feels like a scam.
Escalating The Refund Request
After the New Year, I closed the original support ticket, which was going nowhere. I think there was a prompt to escalate the issue. I did that. Now someone from ClickBank finally got involved — going back to TidySongs asking for permission to issue a refund, since it was now outside ClickBank’s 60 day window.
No response. Instead, one of those two day prompts to keep the ticket going started up. And again. And again. The last time it happened, I emailed both ClickBank and TidySongs to say I didn’t care how it happened, someone should issue me a refund. And if I didn’t get the refund as promised, I’d just channel my future energies into a blog post about my experience with both companies.
My ticket was closed today, due to inactivity. Well, at least I got $39 of ranting out of the experience, I suppose.