Need help with NorthLight downloads.

kadon · #1 04-22-2012, 08:26 AM

I have purchased several Northlight videos to download to Australia. I have successfully downloaded about six of them but with three others I keep getting the message that they are not properly decoded and the file cannot be located. I have saved them all and the downloads of these latter were successful. But they will not open as have the others.
I have tried to contact NorthLight by email and to log in to their website but it takes forever to get onto the website not to mention changing spots from logging on then waiting again forever to see my account, the waiting forever to email a message to them from their own site. Even then, the message would not be submitted...so no go.

This is not a complaint about the company because I certainly trust their goodwill just wondering if somebody can give me a simple explanation as to whether I can do something myself. Some research on the web revealed that certain codes were not accepted in different countries, but I can't communicate with NorthLight effectively through emails, and I cannot phone them from here.

Is it possible that someone can help?....it has to be simple if it is a technical problem. My computer is fine and the downloads are still there.

kadon · #2 04-22-2012, 05:46 PM

Anybody?

wsrea · #3 04-22-2012, 07:53 PM

i'm stumped

kadon · #4 04-22-2012, 10:23 PM

Another thing. I get two downloads for the same video each with slightly different lengths (bytes). One is MP4, the other is WMV. I've been downloading them both to date but they seem to be repetitive.
(a) Do I need to download both?
(b) Did I pay extra for unnecessary downloads?

kadon · #5 04-23-2012, 01:52 AM

I know I seem to be writing this thing all by myself as it seems nobody can offer any advice. So I will keep doing it as a kind of 'diary' of what is NOT happening at NorthLight. It is my first experience with them and I can tell you it will be my last.

i) I have sent an email to them from WC in addition to all the other failed attempts from my log-in link (they do not respond).
ii) Now, I cannot get on to them at all because I keep getting a Fedmedia website. NL is listed on them but when pressing the link
iii) nothing happens.

What on earth is going on? I am becoming an expert at what is NOT going on, so should anyone like to know just keep this thread in your top drawer.

My next step will be to try and contact one of the partners on WC and ask them if they can provide some sort of explanation.
I am a normal reasonable person and absolutely hate complaining.

I will keep any interested viewer informed of my progress or lack of it which is much more likely.

Journeyman · #6 04-23-2012, 03:10 AM

What a terrible situation for you, you would think a big company like that would have a decent customer and after sales service. Sorry I can’t help you with a solution except for one thought, if you paid for your downloads with a credit card you could cancel the payment, that would get their attention.

Dave

kadon · #7 04-23-2012, 03:38 AM

Thank you for your interest Dave. The only way I can cancel the payment once they have your number is to change your card..and that causes delays and problems with other regular payments. I'm hoping for the best as I just sent a post to Doug.('Yorky' ) who is looking into it...will keep this diary up to date and hope for a happy ending.

Tonalist · #8 04-23-2012, 09:12 AM

No.. you don't need to download both file types.. and you didn't pay extra for them.. they are just two different file types for whatever system you
have.
I have heard of a couple files in the past not being complete, but that has been handled as far as I know.
I'd just tell you to try and download the files again to see if they were one of the fixed ones, but if you can't get on the site.. I don't know what to say.

good luck.

kadon · #9 04-23-2012, 08:45 PM

Thank you Tonalist for information re file types. I I have downloaded them again with the same result.

kadon · #10 04-23-2012, 09:14 PM

Yorky responded immediately to my request and contacted F&W Media who in turn contacted NL who in turn sent me an extremely lengthy email showing me how to download and save the files.

I cannot believe that such lack of communication is possible.

because:
i) Despite my saying over and over that I had successfully downloaded and saved the files and couldn't open them because of the code.
ii) Despite my sending screen shots showing that the code was not right and the file could not open because of that -
they replied as above!

It is all beyond me now. I will just have to let it go. My son who is highly proficient with fixing problems that I do not know how to fix - is as confused about this lack of communication as I am. I will see him tomorrow and he might be able to sort out the code thing.

Having said all the above, I think you may have no problems with downloads in US. My research tells me that some countries will not allow certain codes.
It is the key to my problems that my first simple email asked about.

kadon · #11 04-25-2012, 01:32 AM

Quote:

Originally Posted by kadon

Yorky responded immediately to my request and contacted F&W Media who in turn contacted NL who in turn sent me an extremely lengthy email showing me how to download and save the files.

I cannot believe that such lack of communication is possible.

because:
i) Despite my saying over and over that I had successfully downloaded and saved the files and couldn't open them because of the code.
ii) Despite my sending screen shots showing that the code was not right and the file could not open because of that -
they replied as above!

It is all beyond me now. I will just have to let it go. My son who is highly proficient with fixing problems that I do not know how to fix - is as confused about this lack of communication as I am. I will see him tomorrow and he might be able to sort out the code thing.

Having said all the above, I think you may have no problems with downloads in US. My research tells me that some coeuntries will not allow certain codes.
It is the key to my problems that my first simple email asked about.

I have to eat some humble pie here. I was completely mistaken regarding the response of NL in regard to the code. Because the language (interpretation) was slightly different I misread it and take back this untrue allegation. The media adviser was very patient and kind.

I am afraid I allowed myself to become too frustrated at the many attempts I made to access their site. But due, I believe, to Yorky's intervention, this was corrected. There is no problem with that any more.

buoscio · #12 05-01-2012, 04:07 PM

Hello,
Chris Buoscio, Senior Online Marketing Manger here from the NL Shop. Our apologies but if you have purchased a download from Northlightshop in the past, and are having trouble accessing your product, please contact our customer service at:
service@northlightshop.com. You may also call toll free at 855.842.5267 or 800.258.0929.
We will be happy to forward the information you will need to access your download purchases.
Thank you

kadon · #13 04-24-2012, 01:01 AM

Well, at least one good thing has come out of all this. I can get on to the site once more instead of being diverted to F&W and I got on quickly with very few delays between logging on and accessing my account. So I have sent them an email from their site itself telling them of the two videos I have downloaded successfully but cannot open and asking if they can help or send me the videos themselves. I have also asked them to tell me if they can't help (I can take it

) and what is a reasonable time to wait for their replies.
I don't mind waiting for their response just so long as I know I will get one.

kadon · #14 05-01-2012, 08:00 PM

Appreciate your post Chris. The problem WAS that I could not access the email address you give - as you will see from above posts. It was impossible to communicate with you. ALSO, I live in Australia and not able to phone...wish I could be able to do so. It was only after I contacted a person in authority here on WC that the problem was fixed by your company.

After being fixed Julie was most gracious. I mean no disrespect towards NL and no doubt in US with easy phone access the problem could have been resolved satisfactorily...I have no doubt about that. I am awaiting one more reply which I'm sure will subsequently come. No hard feelings at all, and I wish you and your company well. Wish you were over here in fact...would make things easier.

Salute to our Partners