Sorry to hear the problems. I believe you could request refund.
I’m not a Mac user so I can’t be of further help for you, but I can say something to Thomson Reuters staffs, as follows.
These days, people buy products on-line by looking at users feedbacks and reviews. Look at the Newegg. There are hundreds of thousands of products, and people post their experience and reviews. I also look at the users feedback as a primary source to choose products, instead of manufacturer’s “flashy ads” which may or may not be truthful.
No response to Mac users problems should be taken care of by Thomson Reuters staff, I believe. I’ve seen so many posts by Mac users, simply disregarded and unresponded for weeks, and finally commented by other users like “call customer support”. It’s not really helpful for them at all.
I understand you may be short handed…However, leaving this kind of problem unresponded too long will result in the other users impression “Oh, they don’t care about Mac issues.” Eventually, that will reduce the number of potential buyers, and turn them to other alternatives.
Once again, look at Neweggs. Manufacturer’s are frantically responding to the negative comment (like product DOA) by users, because they understand it hurts. A simpe message, like “Call this customer support XXX-XXX-XXXX” would help ease the troubled mind of users. I understand this is a user forum, but this is about the product of Thomson Reuters. If users don’t respond, moderators/staffs should take care in a timely fashion. That’s what I believe.
In my case, Endnote x3 (In Mac OS 10.6) does not retrieve the references in online mode. I was able to do so till yesterday. but suddenly it has stopped to do so. It shows the number of references found, but then cannot retrieve. I am using the online mode.