Updating software: Not always a simple process

While I don't normally discuss retail shopping issues in this blog, this story is typical of common consumer frustrations — but with an unusual series of events — so I thought it would be interesting to share.

My husband, Jeff, is a small business owner. To save on costs, he prints his own checks on the computer. He recently updated his computer system, and to his dismay, his check printing software would no longer run.

With payday approaching, Jeff took time out of his normal work day to drive to Staples to purchase an updated version of the Versa check printing software. Coming from the Pomfret area, it's a bit of a trip to either store location -- Willimantic or Norwich.

Since he had another stop to make that day in Plainfield, he phoned the Norwich location, and they confirmed having the software in stock. Pleased to hear that news, he drove to the store.

He did his shopping in Norwich, picking up a few more items while there.

The following morning, Jeff opened the software package. He was stunned to find that the CD had been opened. Hesitant, but not wanting to make another long drive to the store and back, he popped the CD into his computer. Although it wasn't totally unexpected, a message appeared on his screen stating that the software was already registered -- to someone else.

Worried that the store might not accept opened software for return, he called Staples and they assured him that it was fine to bring it back. Being closer to Willimantic, with no other reason to leave the office for the day, Jeff drove to the that Staples to make the exchange for a new package.

When he arrived, he took out his receipt and attempted to make the exchange. However, he was then informed that they no longer carried the product. Not only that, his receipt showed that he was charged just a penny for the package he picked up the previous day... So no refund.

In fact, when the clerk looked over the receipt, she noted that it stated clearly, the name of the software and the words, "DISCONTINUED: DO NOT SELL."

Surprisingly, he hadn't even noticed the lower-than-expected total when he signed the credit card slip. Both he and the clerk in Willimatic store stood in disbelief in the realization that the purchase passed through the register at the Norwich store unnoticed.

So now what?

A call to the Norwich store offered no explanation. With time and gas wasted, Jeff was not too happy.

Finally, for his inconvenience, the Staples employee issued him a $30 store certificate. Kudos to Staples store in Willimantic for their efforts in making the situation more bearable.

Jeff then looked around for a different check printing software, which he found and then proceeded to purchase. It works fine on his computer and it's even compatible with the remaining checks he has on hand.