Hello, I realize that this is my first post here ever, and it's basically just a link to my blog, but I am by no means just fishing for hits or trying to gain some popularity. The simple fact of the matter is I don't do a whole lot with exotic fonts, but I happened to fall into this situation, and thought others should be aware. Some (most) of you may feel LHF is in the right here, but I really can't get around how unwilling they are to provide access to something I have proof I paid for.
The basic premise is I bought a font from Letterhead several years ago, before they maintained a user database that allows you to download purchased fonts whenever you need them. I lost the original download, and after contacting them to regain access to the font (a process they have described on their support page, specifically for orders placed before their user database was in place), they maintain that their policy is to only grant access to these "legacy" purchases if the customer purchases a new font. According to them, this is to compensate them for the time required ("about 20 minutes", to quote a rep) to grant my new account access to the font. I have provided them both the original receipt and the credit card statement showing the purchase but they are persistent about the 20 minutes of customer service being equivalent in value to an entire typeface. They also closed my account for saying I wouldn't be paying for a new font.
Granted they are only looking for $35 or $40, but since I only need the one font that I have already purchased, that would be doubling the cost of the original product. Not to mention I don't specifically need another font, and I have very little (read: zero) money to simply through around at the moment.
Like I said, maybe I'm wrong here, but this whole thing really just smells like them trying to score one extra sale. I just can't comprehend how something that's probably four or five clicks of the mouse could demand $35, when that is the cost of their product.
Anyway, I generally liked LHF before this happened, but this experience has left a bad taste in my mouth. Here's the whole story: