BS - (resolved)

[Havoc04]

Errrr revised LOL

[drifter11]

I see you got the ripoff e-mail that I sent and you didn't reply to the ones sent with saying I had a receipt. for the campaign.........

[zapatista]

Originally Posted by drifter11

I see you got the ripoff e-mail that I sent and you didn't reply to the ones sent with saying I had a receipt. for the campaign.........

it sounds like you now have their attention and they are now willing to help you if you email them the right information (payment details etc), i would suggest you do that and be civilized in that process so they are not given an excuse for not helping you resolve it

if they still dont resolve it then, let us know.

[drifter11]

Sent proof of purchase to them, lets see what happens next!

[svend]

Originally Posted by drifter11

If you download Desastersoft campaigns Wick vs. Dundas make sure you save your copy because if you have to format your computer and want to redownload or buy the cd or dvd you can't..................

Yes, same happen to me. I lost the installer as I forgot to back up the software

Should I buy it again? ))

[zapatista]

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.

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 ?

Originally Posted by desastersoft

We made redownloads a hundred times, because of some customers forget where they put there downloads in!

maybe you need to provide clearer instructions with your program downloads instead of blaming customers and dealing with them like they are a nuisance ?

Originally Posted by desastersoft

So, this is NOT our Job!

of course it is, its called customer service !

Originally Posted by desastersoft

This costs Time and money. Download Traffic is not for free here. We pay for it.

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 ?

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.

he already did, but you were deliberately unresponsive or overlooked it

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.

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 !

[addman]

I think desastersoft needs to work on their PR. If they just re-sent/linked the guy a new download then they would've saved themselves this ensuing embarrassment. Geez, losing many potential customers because you can't help an existing one out, very bad business practice, back to school boys!

[svend]

Originally Posted by klem

You paid for a licence.

Is it illegal then to get a copy from someone else? Presumably your licence is still valid?

I belive so Klem, but that`s not the way to do it

[zapatista]

Originally Posted by svend

Yes, same happen to me. I lost the installer as I forgot to back up the software

Should I buy it again? ))

no of course you shouldnt go and buy it again

as their representative posting here claims, if you send them your detailed information with purchase info they will be able to help you

if they dont, make sure you post it here and on other flightsim forums to warn other potential customers to stay away from their products. and if they dont resolve this quickly and efficiently, give some blunt feedback at online retailers where they sell their products to warn other people, like at http://www.amazon.de/Fliegerasse-Hel.../dp/B0053EO6VC (scroll to the bottom of the page where people can post feedback)

providing "game downloads' online has a huge cost advantage for the creators of these products, by very significantly reducing production and distribution costs (as well as removing the middle man commissions). the least they can do is have some decent customer service that addresses potential issues with that distribution medium that is otherwise so advantageous for them (and good documentation, and maybe a good installer program that maybe even automates the making of a backup ?).

[tintifaxl]

Originally Posted by zapatista

providing "game downloads' online has a huge cost advantage for the creators of these products, by very significantly reducing production and distribution costs

To be fair, they do offer the download product ~30% cheaper than the DVD version. What many online distributors like Steam and Origin don't do.

Should have handled the op's problem better, though.