Hi,

 

I needed to re-download a purchased product, and so I paid for the "Extended Download Service" and sent off my Ticket as requested, giving details of the re-activation that I required.

 

I received an initial response from Paul G indicating that it would be done immediately, but the Download URL in my account was never re-activated and I never received any email with a new link either, as indicated.   My Ticket was closed.   :(

 

That was 2 days ago and despite re-opening the Ticket and advising that the URL was still not re-activated, and trying a new ticket, and sending 3 emails, my product is still not re-activated and I've no response to any communications.

 

I appreciate that it is Saturday today, but it was Thursday when I first paid for the Extended Download and asked for my product link to be re-activated.

 

What strikes me about this, is how out of character it is for PMDG - support and service has always been top notch, whereas in this case, it seems non-existent (or closed!).

 

I won't give account details for this case, but I'm sure if a representative from PMDG could take a look in their ticket system, they'd see my "Extended Download Reactivation Request" from a few days ago, and could ensure that it is actually re-activated in my account this time.

 

Thanks and Regards.

David.

Still no reply to any tickets or emails, and still not had the product re-activated as paid for.

 

It's pretty poor service to sell "Extended Download Service" and then for people to still not have access to the relevant download after over 3 days.

 

I take it from the lack of reply or interest here on the support forum that no-one from PMDG is picking stuff up here.   Appreciate it's Sunday (before anyone jumps on that), but with it approaching 4 days since paying the $4.95, well it's just  odd :(

 

PMDG make the most amazing products on the planet, and deserve to sell them by the bucket load! :smile: ....... but support to existing customers is important too.

 

Thanks,

David

The forum rules state that you should include your "full" name in all posts David.

 

Doubt that's why PMDG haven't yet answered, but you can amend that for a start.

 

Maybe there are a few technical difficulties at PMDG at the moment? I'm sure there will be an answer soon.

Hi,

 

Just to say that my ticket was finally processed, along with a sincere apology.  The delay was caused by a one-off life event by one of the team and couldn't really be helped (although it would be good if someone else picked up tickets, if and when Paul G is off-line for a few days).

 

All is well that ends well.   :smile:

 

Mods can feel free to lock or delete this one, if they like.

 

Cheers,

David Romford

David,

Paul is dealing with the issue he told you about and I've had midterm exams at school this week which took up most of my time until tonight. I'm sorry we didn't get to it in the usual time.