Monotype Imaging, Inc.

Dear Ladies and Gentlemen, I have just reviewed this customer's correspondence with usI can provide this correspondence, if needs beShe purchased a license for Myriad OpenTypeMyriad is an *** Font, i.emade by ***OpenType is an international standard font format, supported by all
major software creators, such as ***, ***, ***, ***, ***, etc. So this font is compatible with all up-to-date operating systems, and all current applications, including *** *** (XP and later) and *** *** (*** and later)We have tested this, and of course can provide ample proof for thisIt is also stated in ***'s manualsOpenType is the standard font format for both the *** operating system and the*** *** Suite.The customer insists that this is not the caseWe do not exactly know why - the information she has is certainly falseMyriad, by the way, is used by several tens of thousands of customers using *** and ***, and the font has of course also been tested by both *** and MonotypeIt is fully functional.The customer has a problem in her workflow, and is blaming the fontWe assume that she is either ausing a very old version of *** and/or *** ***, or bis using a different application so outdated it cannot work with OpenType (which has been the standard font format for *** *** and *** for more than years now). We can prove that it is not the font, as already mentioned aboveWe therefore did not, and will not offer a refundWe did, however, offer a swap as a sign of goodwillShe does not want thisConcerning her technical problem, since it is caused by her system setup, it is very hard to help from afarWe will of course continue to support her in order to get the font to work, but believe that a skilled system administrator could probably solve this in a few minutes.We hope we have answered all the questions you may have hadShould you need further information, please always state ***, as this is the case number we use for this case.Best regards *** ***Monotype Customer Care Manager

Unfortunately, our original response to [***] was indeed delayed, and for this we apologize.After testing the product locally, a response was sent offering the font files as e-mail attachments, along with install guides[***] responded, still
experiencing issues with the product, and the install.We responded within hours with additional information in an attempt to continue troubleshooting the install issue with additional information.[***] responded within hours that they were still having difficulty, and requested a full refund.We replied within hours with apologies, and a full refund of the purchase was processed. Order #*** as placed under the [***] MyFonts user account was reversed and credited back to the *** account that was used to place the original purchase, *** Transaction ID(s): ***, Parent Payment ID PAY-*** Regards, *** ***
Customer Service ManagerMyFonts Inc

Hi all,we indeed never received a cancellation. When the customer contacted us, we immediately refunded the running month, but did not refund the past months. This is standard business practice.Best regards[redacted]Customer Care Manager Fonts.comMonotype

Hi [redacted],We apologize for any confusion regarding the original MLS purchase, and the resulting 1 year renewal.In reviewing our original e-mails with you it seems that, as product had already been downloaded through the 1 year MLS Monotype Library Subscription, we were not able to offer you a...

reversal or refund at that time.It was suggested that you simply 'cancel' the original subscription.Cancellation of the MLS would keep the subscription active until it's scheduled termination date, which would be 1 year form the date of the original order.We are assuming the 'cancel' option was not selected, so when the 1 year renewal came up, the system processed an auto-renewal for your order.We are in the process of reversing and refunding the recent charge. You will receive an auto-notification via e-mail of the refund/credit. We again apologize for any confusion. Regards,[redacted]U.S. Customer Care Support ManagerMyFonts - Monotype

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 Boston Revdex.com,I just logged into the restaurants email today, and see that our case was closed, even though we never got the opportunity to reply to the case. I check the email once per month when I go to the restaurant to help with monthly business issues.I have compiled screenshots to show the font we purchased does not work. The computer operating system is [redacted]s 8.1 (see attached) and uses [redacted] 2007 (see attached). The font appears fine ON SCREEN in [redacted] and [redacted], but it does not print correctly. Also, the font does not appear properly when you use the 'Save As PDF' command in [redacted]/[redacted] (see attached).As I stated before, I took the file to [redacted], the [redacted], and [redacted]. All those stores had the same problem with the font not appearing/printing properly. I took the file to [redacted] at [redacted] in [redacted]. He told us that the only way to use Myriad font is to give the font file to a designer, for them to design the document from scratch. [redacted] quoted us $80/hour to design, and estimated two hours to design the menu.The restaurant owners do not want to pay for this menu to be professionally designed, when it can be done for free in [redacted]. Since the Myriad font failed, we selected Calibri (a free pre-installed font in [redacted]), which is similar to Myriad. [redacted] 2007 Menu shows how the font is suppose to be.[redacted] PDF shows how the font is replaced.[redacted] 2007 -and- [redacted] 8 show the operating system and program I am using.[redacted]Volunteer at the Seocho Sushi
Regards,
[redacted]