How long does it take to get situated? I emailed them last night and no response this morning and I emailed them again this morning and still no response and their live help which is available from 9am to 5pm is off line and it's 11am. Seriously though Penguin shouldn't put "Instant" Download on their page; should be more like when we feel like it we will send you the videos you paid for.
I wouldn't be so upset if it was made clear to me in the beginning that "Instant" meant "In the next 48 hours" or whenever they will send them to me. If I don't hear from them by Friday, I will contact the better business bureau and contact my credit card company to reverse the charges.
Hey there Mindtrue,
Sorry about all the confusion! With all of our instant downloads, you get access to them as soon as the order is processed. The 5 download deal is specifically different; when you order that and type in your 5 selections, we have to put the downloads in your account manually.
So, yes. Ordinarily, your downloads will get in your account incredibly quickly. However, the 5, as stated on the page, takes a bit longer as the computer is not set up to instantly read what you wrote.
As far as the live chat goes, it is not online the same hours penguin is. We are often online on the chat, but there are no really "specific" hours for it (which allows us to cater to a lot of different customers in different timezones who may not be available 9-5 pacific time). Our penguin phones are online however from 9-5, so always feel free to call.
If you still don't have the downloads in your account (instant downloads, not DVD downloads), feel free to email me at "email@example.com" directly. We can get you hooked up.
Sorry about all the confusion.