Quote:
Originally Posted by desastersoft
At first the customer is responcable for his software to save it or put it on a place where he can find it.
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yes, but pc's are an unreliable medium and things DO go wrong at times. do you really expect teenagers downloading games (whom are the majority group in downloading games) to be "professional" how they back things up and safeguard them ?
Quote:
Originally Posted by desastersoft
We made redownloads a hundred times, because of some customers forget where they put there downloads in!
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maybe you need to provide clearer instructions with your program downloads instead of blaming customers and dealing with them like they are a nuisance ?
Quote:
Originally Posted by desastersoft
So, this is NOT our Job!
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of course it is, its called customer service !
Quote:
Originally Posted by desastersoft
This costs Time and money. Download Traffic is not for free here. We pay for it.
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that is probably the worst attempt at a lame excuse. your product costs 30$ as a download online, and you cant afford to resend it to the 5 or 10% of your customers who need a re-download ?
Quote:
Originally Posted by desastersoft
At second: Without any information than an E-Mail, we cannot veryfy a customer. The minimum to recover is the Bill. There are the informations in.
Every customer, who sended us full informations had ever get a redownload.
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he already did, but you were deliberately unresponsive or overlooked it
Quote:
Originally Posted by desastersoft
But an E-Mail with:
"How do I redownload Fighter Aces! Helmut Wick vs. J. C. Dundas ? I had to format my computer thanks.
RIPOFF!!!!!!!!!!!!!!!!"
is not enough! Sorry, that´s Kindergarten Language.
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your best customers (the largest group of potential "good" customers) will be teenagers who impulse buy, learn to deal with them ! and the email you quoted (and magically were able to find instantly when a complaint suddenly risks affecting your revenue) is one that the customer sent after previously providing you with the required information you need, and you BEING UNRESPONSIVE, now wake up and do the right thing instead of complaining about the customer who has the problem !