Mark those words! Fully agreed there and very pleased with the fact that a commercial member wrote them.A very supportable attitude in my humble eyes.

I'd say it's the only sane attitude for any commercial member: a developer can't blame customers for their own business decisions (like making a boxed version in the first place) or their inability to negotiate better distribution terms for it.We gladly support on our forum (which is open for everyone without any proof of purchase, since we value and welcome *potential* customers a lot) customers of old Cloud9 boxed version released 6 years ago, that we get LESS than 5$ per copy. A while ago, one of our distributors went bankrupt, and we didn't see ANY money for a considerable quantity of boxes, but this is not our customer's business or fault: they purchased the product in good faith (those boxes are now probably sold in bargain bins ), and they are entitled to support just like anyone else.

I just checked online. The VRS price is US $44.95 and the bestBuy price is US $29.99.The customer is entitled to what the seller offers. There's no offer or even mention of support on the BestBuy site or in the purchase process. What makes you think you're entitled support when you've bought it cheap from BestBuy? The fact is you aren't - BestBuy delivers what it describes on its site, and that doesn't include support..

Nonsense, if you don't want to support a product then don't sell it, simple as.Bryan.

I warned you, "buyer beware!"

I'd say it's the only sane attitude for any commercial member: a developer can't blame customers for their own business decisions (like making a boxed version in the first place) or their inability to negotiate better distribution terms for it.We gladly support on our forum (which is open for everyone without any proof of purchase, since we value and welcome *potential* customers a lot) customers of old Cloud9 boxed version released 6 years ago, that we get LESS than 5$ per copy. A while ago, one of our distributors went bankrupt, and we didn't see ANY money for a considerable quantity of boxes, but this is not our customer's business or fault: they purchased the product in good faith (those boxes are now probably sold in bargain bins ), and they are entitled to support just like anyone else.

My deepest admiration for your statement and the attitude showing in it. That's a thing a customer will have no trouble supporting since he's taken serious, honest and fair. See me smiling gladly about such texts from the commercial members around.Your support attitude is a very high rated one (rated by customers, not by other companies or a more or less commercial jury). For good reason, Umberto. :(

I was on the verge of ordering the superbug through Simmarket, but after reading here about VRS discrimination towards their non-direct customers, I am not going to purchase. Thanks for letting us know.Jean-Jacques

Another soon-to-be-customer warned off here. Just as I like to make sure I give developers with good service and business practices my custom, I will do the opposite to developers with bad service and business practices. Frankly, the pure pettiness of this policy is what really strikes me as beyond the pale.If you negotiated a bad deal with a distributor and are feeling buyer's (developer's?) remorse, you don't try to stick it to your customers in revenge. What a shame.

Another soon-to-be-customer warned off here. Just as I like to make sure I give developers with good service and business practices my custom, I will do the opposite to developers with bad service and business practices. Frankly, the pure pettiness of this policy is what really strikes me as beyond the pale.If you negotiated a bad deal with a distributor and are feeling buyer's (developer's?) remorse, you don't try to stick it to your customers in revenge. What a shame.

I'm curious...what's the definition or example of "bad service" in this particular case? I understand how some might conclude that VSR's tiered approach to service is "bad business practice(s)", but "bad service"? I'm a very satisfied VSR customer who's experienced and observed only great, responsive service to date, including immediate email responses individually tailored to my (very few) issues.Again, anyone is entitled to their interpretation of bad business practice, but I believe the charge of bad service is unwarranted in this case.

Ahh, it's that tired old subject again started by (lately) Jose and discussed by many only last week. Not so tired now, is it? This is another real-world example of the "fight the pirates" stance (which is a totally legitimate and safe cause) having blowback that perhaps the publisher/dev wasn't intending. Perhaps they were, who knows. I like the enlightened stance taken by Virtuali (are you a dev or biz guy? :( )Anyway; I'm confused (not hard) if I buy this excellent looking plane from simaviator.com.au (which seems cheaper than any UK/US based shop as the Ozzie $ is so "flexible") will I qualify for support? It is a download OR boxed product, I think, and crucially it says nothing about support in the blurb. And I think there's the rub: It's a commercial decision that VRS have taken; it is totally their right to do so, whether or not you agree with it (it is your right not to become a customer of theirs) but it should not be for the customer (or potential customer) to have to actually find out whether they qualify for support. Surely should be in 25pt BOLD CAPS, or is this back to the antics of many game publishers (not devs!) who release lame, unfinished games with no demo (not suggesting Superbug is anything but great here btw - Don't know though as I don't own it yet!)

I was on the verge of ordering the superbug through Simmarket, but after reading here about VRS discrimination towards their non-direct customers, I am not going to purchase. Thanks for letting us know.Jean-Jacques

I don't know if I'd go that far. Yeah their dealings in the customer supper realm have shown their true colors. Having said that, and as mentioned before, there are other great places, this site in particular, that offer great, free advice and support for games/add-ons like the superbug. Though I am very disappointed with their decision to deny me support based on where I bought the program, I do not regret it. I think the pros of the program overshadow the cons (not by much but enough to not regret it). But if support directly from the company is your main concern, well then it's not even a question. But if you're able to get support elsewhere, like here, I'd definitely get it. It's looking like this thread is going around in circles. I think it'd be pretty safe to assume that everyone agrees that their customer support practices are a bit off and discriminatory. However they do offer and incredible product. If they offered the full support to all paying customers, whether they bought it from their website or best buy or frys or whatever, they'd be top notch. Period.

You guys are aware that you can still get email support from the developer on this product aren't you?While i may not agree with the policy this seems like a storm over nothing. If you don't agree with the policy don't buy it, i don't like DCS policy of limited installs or PMDG's policy (and others) of online activation; but i want the software they produce. If nobody bought from companies with these policies, then they would either change policies or cease business.

this is a terrible policyI just stumbled on this topic, about a month or so ago I purchased from BB their superbug for fsxI have not installed it yet, but with this new revelation of NO support I will return it back to the storenowhere on the box does it say that you get absolutely no supportthis is a harandous policyI will buy nothing from VRS from now onthis reminds me of Ariane 737 where they try to nickel and dime you for every little thingbad business model

this is a terrible policyI just stumbled on this topic, about a month or so ago I purchased from BB their superbug for fsxI have not installed it yet, but with this new revelation of NO support I will return it back to the storenowhere on the box does it say that you get absolutely no supportthis is a harandous policyI will buy nothing from VRS from now onthis reminds me of Ariane 737 where they try to nickel and dime you for every little thingbad business model

Actually to redress the balance somewhat you will still have access to their support forum, which incidentally you would not have if you were not a customer. You will have full access in read only mode to the support forum and in addition you will have full support by email if you have any problems with the product.I understand the reason the developer does this is because he believes that people who paid top price for his product deserve some kind of preference over those who paid less, loyalty being rewarded if you like.Bryan.

new revelation of NO support

This is exactly what i was referring too. This chap hasn't even bothered to research the matter, it's a barely coherent ramble about a policy he has not read. Even the title of the thread is rubbish, posting is "off limits" the forum is not!You can still read the support forums, you can email the developer with support questions, you just can't post on the support forum. Do i agree with this, no of course not but i understand it. I don't even own the product, but i went over to the site and read what the authors are saying.They are suggesting that a purchase from there site comes with a value added support forum, rather like when you get Redhat Linux you can buy a support contract; if you want the contract you pay an additional fee (i think it was $5)Good lord i hope that people now chill a little over this!

I understand the reason the developer does this is because he believes that people who paid top price for his product deserve some kind of preference over those who paid less, loyalty being rewarded if you like.

That is pretty lame, got to be the first time a customer being thought of as "disloyal" for buying a product. If you don't like the small profit you are making from a boxed product then don't sell it. At least be honest and make it obvious from the front of the box of this disparity...G

I picked up the Superbug at Fry's. Haven't flown it much so I haven't needed access to the forum. However, now that I'm aware of their support policy, I'm done with VRS. I intended to order the the Tacpac, but no more. Bye, fellas.