And it's a good one! When I changed rigs, I backed up all my stuff, but I lost my Shockwave Spitfire MKI in the transition. I posted at A2Asimulations.com (the new Shockwave site) and explained my problem. Within a short time I had a response from Lewis, the boss.I had no order number, no receipt, and after providing only a reasonable amount of information relating to my purchase, I was sent a link for a free re-download of my Spitfire within a day. That's customer service! Hats off to A2A Simulations for knowing how to treat the paying customer. :( Lovely!

Good customer service is so important. When it's bad, you'll always here people complain about their issues (as they should!). But when it's good, it's often not even mentioned. So I really appreciate reading your post. I'm relatively new to flight sim payware, but have had tremendously generous service from both Pete Dowson (FSUIPC) and Jim at HiFi Simulation (Active Sky). They answer quickly and more importantly, they answer effectively. In the world of simulation, they're the real thing. :( We should have a virtual monument (perhaps a thread) honoring these folks who really go above and beyond for the customer.Lee

Good customer service is so important. When it's bad, you'll always here people complain about their issues (as they should!). But when it's good, it's often not even mentioned. So I really appreciate reading your post. I'm relatively new to flight sim payware, but have had tremendously generous service from both Pete Dowson (FSUIPC) and Jim at HiFi Simulation (Active Sky). They answer quickly and more importantly, they answer effectively. In the world of simulation, they're the real thing. :( We should have a virtual monument (perhaps a thread) honoring these folks who really go above and beyond for the customer.Lee

Hey Lee,Agreed, there should be more mention of good customer service. FSGenesis gave me fantastic customer service and A2A Simulations just did very well by me.Just Flight wasn't as good. I bought that horrible (IMHO) Lancaster they put out a few years back, and about ten-minutes after loading it up I asked for a refund. I had to jump through several hoops to get my money back. It got to the point where I was on the phone with someone at JustFlight, saying, "Do you really expect me to do that just to get a refund?" The guy kind of stuttered, said no, agreed it was unreasonable, and sent me the refund. Ack!

I had the same pleasant experience with Captain Sim, at there last sale, i pressed twice when purchasing the 727; took me a while to get to the right area to write a ticket but to my surprise, 6 hours later Paypal informed me of the credit on a week end to boot :( Alain from Montreal

Hey Lee,Agreed, there should be more mention of good customer service.

Agreed, we usually see the rants and rarely see the good reports, thanks for posting. It's sad though that everyones level and expectation of what is good customer service varies so much. I rarely need customer service, but in the past Jim from HiFy, the Nemeths, Flight1, FSAddon have always come thru for me. We have quite a few warbird enthusiasts at my home forum and I have seen the A2A guys come thru plenty of times for members. I tell you who else I have seen bend over backwards to help users, is Tim from FSD, they seem to have a new focus on customer service and with the release of their latest products (the P-38) have really been helpful at SOH trying to get members situated and flying.I recently had a great experience on a small 3D pogram (from a guy that lives in Europe) I use outside of FS, mainly as a format go between with whatever game I am working on and 3DSmax. My license on it was only $30 about 4 years ago, but it has been invaluable to me. Well I rencently wanted to install it on my new PC, but didn't have access to the old email the info was sent to. 5 minutes to look up his website, one email sent politely explaining my situation with my new email, 2 hours later I had my info in a polite email from him along with an upgrade since it had been 4 years, totally unexpected on my part.

Well when I saw that ASE had come out and was a free upgrade for users who had purchased ASA I emailed Jim at HiFi Simulations because I had lost all my information in a Hard drive crash. And he emailed me a download link to get a hold of ASA again. He did the same thing back when I first went to ASA from AS 6.5 because I had lost the information then too. I was happy with his customer service, so I just said the heck with it and bought a full version of ASE instead of trying to make him understand I had only lost my serial number. He replied in about 2 hours for me. Very fast service!I've also had like many other really good service from the guys over at flight1 and the FlightSimStore. The only "bad" experience I've ever really had from a shop or seller with FS products is from the Leonardo, Fly the Maddog, they have horribly slow customer service. They answered all my questions, but it took them like 4-5 days before I got a reply. I think in general everyone gives decent service, but there is times I want to choke some of them out, but it happens.

Great customer service & support for me... Flight1, HiFi, A2A, LevelD, PMDG, FS2Crew guy.