Thats just beyond belief, really. I know they’re a ‘human’, ‘friendly’ company, but surely in a contract they can’t talk like that?

Hope its on its way to being remedied dude, am enjoying your reports.

Paul

Dear customer,

First, a big apology if we have not yet responded to your support query.
As part of the transition to our new webstore and music club, we are
introducing a number of major upgrades.  These will make the service more
stable and will resolve the problems that some customers have been
experiencing. We're currently testing these upgrades before
we release them - on Wednesday at the latest.  We will contact you
at that time with more information.

These changes should solve any problems you have had, but in the unlikely
event that you are still experiencing problems AFTER Wednesday, then please contact
us and we will respond promptly to your request. Also, please make sure that you meet our PC
requirements (if not, we can not help you further):
http://www.virgindigital.co.uk/musicstore/help/digitalmusicexplained/recommendedpcsetup/

We understand that this may be frustrating for you but please bear with us
for a few more days - we believe it'll be worth the wait.
Thank you for your continued patience.

The Virgin Digital Team

Holy shit, they’re actually testing their upgrades before releasing them?! HALLELUJAH! They have seen the light!

This, ladies and gentlemen, is why you should never shut off the old system until you know the new system is working. Hell, simple testing would have meant this problem never occurred, but not shutting down the Virgin Digital Player would have avoided pissing off the customers. These major upgrades had better be pretty spectacular to make up for the way they’ve jerked everyone around.

I’m not sure I could make that EULA up!

Yep, I’ve been having all the problems too. And, just in case anyone is dubious about what this guy was saying about the EULA, I checked. And its all there.

I’ve given them a final ultimatum. Fix it within a week and give me suitable compensation for the trouble caused or have me cancel.