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LAGO - 'Pay and register'.......frustrating experience

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Hi all,I've downloaded Emma Field from Lago and have been trying all day without success to pay and register this product.I am able to 'Choose Product', pass through the 'Checkup' page onto the 'Personal Data' entry screen. After completion of the relevant fields I then attempt to 'Next' to the 'Accept Conditions' page but always with the same result - 'Page cannot be displayed'.Now I know LAGO produce and sell great products (I already own several) but currently they ain't much use if the purchaser can't buy, register and install them :(I've tried e-mailing LAGO but have not yet received a response (weekend, I suppose).Anyone else having similar problems?Mike :-wave

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>Anyone else having similar problems? I believe everybody has.This whole day I have been shouting and yelling over the phones between Amsterdam and Milan but without result. Nobody of the group who handles the servers seems to be reachable. Totally unacceptable and I can assure you that on monday morning the big honcho of the IT group will be called in for some serious dicussion. Very serious discussion.The main problem is that I also can not acces the management server of the site so I can't add news about it and I can't help people who are in trouble. Totally frustrating and it really sucks. You won'r see me writing a thing like this about my own company very often, but I worked 18 hour days this week to get GeoRender ready and it is a stunning product. ONly to find out some server crash out and are not fixed in time.The good thing is that you CAN buy it now on this URL;http://secure.simmarket.com/product_info.php?products_id=352This is as good as from our own site.Mathijs KokLAGOP.s. and of course I will keep you informed.

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Mike,I tried numerous times earlier as well, failing at the same place with a '500 - Internal' That is wholely down to server issues; either overloaded or a script error. It has nothing to do with any individuals system settings. 'Tis a shame coz that GEO 2 looked nice. No doubt it will get fixed at some point.I gave up and bought UK2000 Part 5 instead. Highly recommended.EDIT:I see Mathijas has got things sorted. Mr Visa growls ;)/EDIT:

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Mike,>I've tried e-mailing LAGO but have not yet received a >response (weekend, I suppose). You are right, and *this* particular weekend it's more critical, because of the All Saints Day on November 1st, that in an highly catholical country like Italy, it's a national holiday.And of course, when a national holiday happens to be on Friday, you get the whole country on vacation-mode, to enjoy the longer weekend. I had some minor problems with my car clutch, and I was unable to find an open repair shop today, at a reasonable distance. Everybody was on vacation...That explains ( although doesn't justify, of course ), the fact that people involved in server maintenance where unreachable. Yes, the New Economy is nice, as long the server works, but real people ( I say, thanks God! ) are still needed, when things do not work as expected.sorry, I'm totally supporting your frustation, sometimes it's a little embarassing explaining some funnies of Italy :)best regards,

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Thanks Mathijs for your full, frank and very helpful (as usual) response. You have my sympathies!Regards,Mike :-wave

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Hi Umberto,Don't feel embarrassed, I understand completely.Further to my last post I should now say:Followed the link, executed the purchase, collected my email confirmation/receipt complete with registration key (no 24 hour wait), installed the product - all within 10mins max!Now THAT'S really what I call superb customer support.Mathijs, I do believe you now know what needs to be done on Monday ;)Mike :-wave

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Well Mathias, sometimes, big or small...stuff happens to servers.Would be a good opportunity to review your beeper/cell phone procedures to critical tech staff though!BTW, exactly how big a company is Lago? I always imagined you guys as a small but talented group. How many in number are you?Eric

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Hi Mike, Just purchased the Bryce Canyon (thru SimMarket) and got my email within minutes with my serial number. Best, Rob

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You want him to install a mirror in his own basement with a link to a Dutch bank?Might even work, except on days which are national holidays both here and in Italy :-rotor

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>Mathijs, I do believe you now know what needs to be done on >Monday ;) Yes, kick some (word deleted before Avsim staff does it).Mathijs

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>>I've tried e-mailing LAGO but have not yet received a >>response (weekend, I suppose). >>You are right, and *this* particular weekend it's more >critical, because of the All Saints Day on November 1st, >that in an highly catholical country like Italy, it's a >national holiday. >And of course, when a national holiday happens to be on >Friday, you get the whole country on vacation-mode, to enjoy >the longer weekend. Italy or not, I have a 18 hour garantee (7 days a week) with my support staf and if they are unable to keep that I want to know about it. Mathijs

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>Thanks Mathijs for your full, frank and very helpful (as >usual) response. If a company can't be open and honest to it's customers, it is a sure sign to avoid them. That's is something I always tell everybody who works for LAGO. They can call me an idiot on any forum if that is true (probably is...) as long as they accept I will do the same to them.People on this forum pay for everything I consume, it's that simple. And as we never try to sell a single product but always want to get our customers to come back, it pays to be open, honest and direct. Besides, what would we have to hide?Mathijs

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>BTW, exactly how big a company is Lago? I always imagined >you guys as a small but talented group. How many in number >are you? About 3 in the commercial side, 3 in ConDev (Concepts & Development) and 2 in CustSup (Customer Support). But almost all work we have done is by contractors as we believe that the work should be a hobby for the people who do the programming. We have one fulltime programming wizard (Maurizio Gavioli) who does all the non standard stuff. We are growing about 25% a quarter at this moment.I'm afraid most of them work 12 hour days. But as long as they are happy and we are having fun (and we do most of the time, not this weekend) nobody seems to mind. MathijsP.s. Good opportunity..... I need a project manager who is well into Gmax design. And I might need a new webmaster as well :-)

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As much as I do appreciate YOUR honesty in this matter, Mathijs, I was somewhat surprised to have received the following e-mail from your people this morning w/ regard to this weekends server outage:-=-=-=-Dear Sir,if our servers are overloaded when you attempt to download, sometimesthey may experience an error such as breaking the download at 99% orcorrupting the zip file, showing the message "file not found" or "pleaseinsert username and password" (our FTPs do not require username nor pwdthough) etc...The files are ok though; as said above all af this errors depend on theoverloading of the FTPs.Now the solutions:First of all I suggest you use I.E.5.5 or superior with NO surfing manager.Moreover, I suggest you use a good download manager in order to easilydownload our software; try Fresh Download, you find it atwww.frehdevices.com.Many users reported that this new delivery manager interacts very well withour FTPs.With friendly greetings,Name Withheld to Protect the Less than Innocent ;-)LAGO Customer Support Senior Officerwww.lagoonline.com-=-=--=-Why is your support staff trying to cover this fiasco up by pushing the onus onto the customer?JPS. On an upnote, I was able to purchase Honolulu from simmarket yesterday and I am quite pleased with it ;-) Had my regcode in 10 minutes.

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>As much as I do appreciate YOUR honesty in this matter, >Mathijs, I was somewhat surprised to have received the >following e-mail from your people this morning w/ regard to >this weekends server outage: Totally incorrect email indeed. Would it be possible for you to send me the email you send so I can kick some but?Mathijs@lagoonline.com. Mathijs

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>I gave up and bought UK2000 Part 5 instead. Highly >recommended. Yes, although I advise you to keep some cash for our Reggio Calabria and Twin Otter releases this week, it IS good software.Mathijs

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I would rather not single anyone out. Perhaps if you pointed your entire support team at this thread here on AVSIM and explained why the response was inappropriate - you could achieve the same end. The person who wrote the e-mail will know who they are ;-)There are worse crimes than this :). It's a little annoying to be treated like the uninformed idiot (considering I later became aware of the REAL reasons behind your server outage). Honesty and a simple "sorry for the inconvenience" would have been a more appropriate response to my inquiry.Dumb things like server outages happen despite our best efforts and intentions. A similar thing happened with a SimFlyer's purchase I made sometime ago. I don't recall the exact circumstances, but I DO remember the response which included an apology and a free copy of software. PSS has made similar gestures in the past. While I certainly don't expect free software (although I won't argue with it *lol*), such gestures have gone a long way in earning my respect and these companies have gotten my continued business in return.Cheers,JPS. Server fubar's aside: I am thoroughly enjoying my Honolulu purchase. Your people really achieved a nice balance of performance and detail.

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