I agree with those who say to get your money back. I know you like the addon, but there are plenty of other quality addons out there. If you're being denied simple tech support, you're being jipped of a fairly important part of the product. You may like the addon now, but what if a big problem emerges down the road and you can't access their support?

Hey Bristol! stop whining like paris hilton and get your money back if you like.. Rob is a nice and polite man as far as I know and he is the ONLY reason why simmers are willing to give Airsimmer another try

 

Just because you've had a positive experience/observations with this Rob guy doesn't give you leave to dismiss the case of someone who hasn't in such an insulting way. Just because this Rob has been observed to be helpful before doesn't mean he is incapable of not being helpful or even downright mean.

 

In the end this case is very simple. The pedlar has failed to provide adequate support for a product that was legitimately purchased by a user. The user has made many appeals on this forum asking the pedlar for a reason why this support has been withheld and a satisfactory answer has not been forthcoming. It would appear that the pedlar's actions are, in this instance, out of order and unacceptable. It is my personal belief that he (the user) should receive a full refund if he so desires (which he will get thanks to Flight 1) and that he should be thanked for sharing this story with the community which will hopefully serve as a caveat to other potential buyers of this product.

Feeling a little frustrated, I reply, explaining again that I can’t do that due to the website issue, and something along the lines of that for a $40 add on would it really be too much trouble to include the tutorial flight in the package, rather than having to go through this process to get it.

 

Bristol I think the quote above is actually the catalyst of what probably set the mod/dev off...In your situation I would have just mentioned the problem again as you did, but without adding the "would it really be too much trouble to include the tutorial flight in the package, rather than having to go through this process to get it..." or anything along that line, as it could have easily be read as in insult, sarcasm, a lack of respect or rudeness/impoliteness (not an uncommon thing to find in posts by frustrated users either - especially over at the Airsimmer forms et al).

 

So it really sounds like a case of the moderator going on the defensive after your remark above (when you look at it that way, his email to you regarding not being a "monkey in a call centre" can be put into proper perspective...as people do and will throw low blows to persons providing a service to them).

 

...just my $0.02

Xavier

Just because you've had a positive experience/observations with this Rob guy doesn't give you leave to dismiss the case of someone who hasn't in such an insulting way. Just because this Rob has been observed to be helpful before doesn't mean he is incapable of not being helpful or even downright mean.

 

In the end this case is very simple. The pedlar has failed to provide adequate support for a product that was legitimately purchased by a user. The user has made many appeals on this forum asking the pedlar for a reason why this support has been withheld and a satisfactory answer has not been forthcoming. It would appear that the pedlar's actions are, in this instance, out of order and unacceptable. It is my personal belief that he (the user) should receive a full refund if he so desires (which he will get thanks to Flight 1) and that he should be thanked for sharing this story with the community which will hopefully serve as a caveat to other potential buyers of this product.

Okay sorry for that Bristol, didn't mean to insult anyone. Peace mate. ^_^

 

The things is, you have just been there for like hours and you came up with such complaints, post it on AVSIM. Some or most of us had difficulty and frustating moments dealing with Airsimmer at the beginning, not only about how to operate the bus but also things related to activation, Tablet PC and also regstration. It took sometime for you to be able to enjoy this product as it is not a plug and play add on. But once you are able to manage all the issues, it is the best airbus that ever existed. I dont deny that Airsimmer is not 100% complete. You should have been aware of this since there have been so many discussions about this add on.

 

There are 3 types of airsimmer costumers IMO:

 

1. Experienced simmer. They had frustating moments and they managed to solve them.

2. Not as experienced as the first ones, they asked for refund yet they came back again and successfully enjoyed the add on after several attempts in working on the known issues. I am one of them (there are useful sticky posts, read them or you'll get lost).

3. Those who just dont want to spend sometime to read and to work a little bit harder. They come, they see, they flee.

 

Talk to Rob he will help. When it comes to how the bus flies, Rafal would be happy to help.

I own 2 PMDG products and I know what most people expect from an addon and from a support, this is different; it is airbus, it is cheaper and try not to think apple with apple. How much you love to fly a good airbus in your sim shows how much effort you will have.

 

Simply, we have few choices when it comes to airbus. You could always wait for the advance version.

 

 

 

Respectfully

 

 

Coltrane

I've owned the Airsimmer bus from the day it was released. The only decent customer service occurred after Rob took over. My experience in disputes like this is there's two sides to every story and the truth lies somewhere in the middle.

Guys,

I dont get why we have to go on and on and beat a topic to death..

 

But...the fact is AS is a half baked product that has yet to truly see the light of day.

 

At the end of the day, if you dont like it you can return it. Its really simple.

 

Unless you were an extended ' beta ' tester, you have nothing to complain about.

Getting locked out of customer support is very very poor form and completely unacceptable !

Get your money back, there are a lot of great add ons out there and thanks for posting as they now have lost quite a few potential customers, my self included.

Wow. Well Rob usually does have a good reputation I think it's just someone made a mistake and one person is clearly covering it up, whether it be you or Rob. I'm not taking sides but if you're that unsatisfied, take you business elsewhere. Airsimmer is pretty much a beaten horse at this point, unfortunately, and this sounds like a case of kicking them while they're down.

Well Bristol, I don't find it surprising that not only have you edited part of my reply's but chose to omit most of yours.

 

It also seems clear that you don't remember your initial posts on the forum, fortunately like most forums posts don't actually get deleted but hidden in case they are needed for future reference.

 

As I mentioned in my initial reply, for every 100 customers I have the pleasure of helping someone with your attitude has to turn up.

 

I don't need to defend myself, I have been helping others in my free time within the FS community for over ten years now and fortunately it's rare that I have to deal with people like you.

 

I won't be taking part in this topic anymore unless absouletly nessasery. I have much more important things I could be getting on with right now

 

Wow, I have read this thread from top to bottom and see that there are those that will blindly defend you without question. Unfortunately, I had a similar experience with a mod from Orbx, leaving me with the clear impression that, in his eyes, I am nothing more than a customer who dares question their (percieved) self importance.

 

If you are a mod or in customer service, you have a responsibility to assist whilst understanding that paying customers get frustrated for various reasons,often outside of their control and have every right to expect help in a friendly and efficient manner.

 

I would say to you as I would to my staff, if you can't handle that 1 difficult situation out of 100 then you really should question why you are so angry, and if you are really suited for the role that you do. One bad customer out of 100 should be a walk in the park and not worth replying to - certainly not in the manner you did as above.

 

Orbx lost me as a paying customer, your crowd will also not get any money from me. I expect the same support of service that I demand my customers get from my staff.

Nobody should lock you out from customer support forum! Get you money back!

Holy 5h1t. Unlike some here, I'm glad you did bring this up and posted it here at AVSIM. This is truly horrible support with some very nasty replies from them. I've been doing support for over 15 years. Not once have a responded to a customer like that. I don't care how silly a customer may be, you don't reply to customers like that.

 

Return the product, forget about that company, and take your hard earned money elsewhere.

 

Good luck, Bristol.

As a previous poster said, something has gone very wrong here. I don't own any air simmer products and don't know the people involved or their history, but I do have a little experience in customer relations... In situations where the stances adopted by both parties to a dispute are a little entrenched I have seen it resolved by both parties simply agreeing to start the dispute conversation again from the beginning. Perhaps in this case the complainant could have his PM rights invoked again and they could start again from scratch privately. If they can reach an amicable solution that way they can post here that they've resolved it. The purchaser gets the support forum access he wants, the developer protects his reputation and gains a satisfied customer, and everyone wins rather than the lose-lose-lose situation there seems to be now...just a thought?

Holy 5h1t. Unlike some here, I'm glad you did bring this up and posted it here at AVSIM. This is truly horrible support with some very nasty replies from them. I've been doing support for over 15 years. Not once have a responded to a customer like that. I don't care how silly a customer may be, you don't reply to customers like that.

 

Return the product, forget about that company, and take your hard earned money elsewhere.

 

Good luck, Bristol.

 

Finally one very worthy reply. I have been working with customer support as well and completely understands this. If at my previous office (Dell), we would have been fired if we ever treated our customers like this!

If the customer sais the truth, it would be a shame for any developer to have his customers support treating customers in a such unprofessional way.

If the customer made up this story, which will be quite bad for the already bad AirSimmer's PR, this case should be solved asap anyway in my opinion.

Woke up this morning and had a good read of a number of posts here before I left the house. A fair few replies are from people that have no clue what my actual role has been with Airsimmer or the situation over the last few years (I see the words 'some Forum Mod used' a lot) However that is not too surprising.

 

I said I would stay out of the thread for obvious reasons, mainly that I need to be carefull what I say while I have this commercial tag.

 

However what I will say is this, since my customer service skills are obviously lacking I'll leave it to someone else to run the forum, be on call 24/7 for tech support and put up with abusive emails.

 

I originaly joined since there was pretty much no tech support, no customer service (since most of them had been hounded out of the forum from abuse) and the company needed help.

 

While it's been fun and most defintely a joy to see a user trainsition from frustration to pure joy flying the FS skies I have to admit my view of Flight simulation and many of it's users have changed dramitacally, I don't even post here on Avsim much anymore.

 

I'm going to get back to enjoying my vacation, and with the extra free time finally get on with studying that 777 FCOM.

 

Regards