Instruct: Classify Amazon reviews into positive or negative sentiment
Query: What a joke

I ordered this program to download onto my computer from the symnatec.com website. It didn't download, so I followed their instructions to troubleshoot, which didn't work either. I then called customer service (which was a long distance call) and was put on hold. After 45 minutes, I hung up and just completely erased everything and filled out the form for a refund, which I should have received by now, but they keep sending me e mails saying I need to fill out the form (which I did). I checked with the BBB, out of 119 complaints, 42 were due to refunds/exchange issues, by far the majority of the complaints. The next leading complaint was customer service with 24.