PMDG,

 

I'm kind of at a loss as to what to do with my failed install of the MD-11 for FS9 since I've sent multiple e-mails to support with no response for two weeks.  I recently purchased a new computer and I'm trying to install the product on my machine with no success.  I purchased the extended download service, and got the link from Paul, but when I try to install it, it asks for my original (I presume) password that I used when I first downloaded it years ago.  Unfortunately, I've long lost that, your system will not send me a password reminder (despite multiple requests and attempts), and it appears that any/all of my e-mails to "support" are either being ignored or filtered out.  Considering your amazing standing in the flight sim world, and your known wonderful customer service, I'm really surprised but assume that this is just an oversight some how.  I'd REALLY like to install the MD-11 on my new system so I really need some help from y'all. 

 

Sincerely,

 

Russ O'Dell

Russ,

 

We haven't done email-based support in almost 4 years now. If you sent an email to the old support address you should have gotten an autoresponse that directs you to the ticket system, which is what we use exclusively now.
 

Submit a ticket at the link in my signature and we'll get this squared away for you.

Thanks Ryan but I actually have submitted several tickets about this, without any responses to any of them, which is why I hesitantly resorted to posting on here...  The e-mails I submitted were more or less copies of the tickets I submitted since I wasn't getting any responses.  Any recommendations?

 

 

Any recommendations?

 

Have you checked your junkmail folder?

Yep.  Thanks tho.

Russ,

 

The ticket system is cleared out pretty much every night - I definitely did it myself last night and don't recall seeing your name on a ticket. When you log into the support portal do you see the open tickets in the list?  If so please give me the ticket number, they're definitely not showing up in the queue for me. (not sure how this is even possible if they're there)

Interesting Ryan.  Ok, tell ya what, I'm on my way to your support forum right now.  I'll submit a ticket and put the number on here in an effort to see where this is breaking down hopefully.  Thank you for taking the time to help!

 

Russ

Ryan, here's the ticket number: 0B2-19093518-040E.  I put the original order number on there, too, as opposed to the recent reactivation order number of 222362.  Either way, you have them both now.  Any help would be very welcome.  Thanks in advance!

Replied - the validations are failing due to the wrong email address being used. I know it's a bit unclear with what the old text in the installer says but you need to use the current email and password on the store account, not the ones that were there when you originally purchased. I did look up your older tickets (was able to once I had your new one in front of me), and both were replied to by Paul and left waiting for a response from you.

First, thanks for your help!  The installer took with that info once I was finally able to sort out which account was which.  I think the confusion had something to do with the fact that I have two accounts from the looks of things; one with Comcast and one with Hotmail.  I'd love to merge those two but have no idea how to.

 

Secondly, where did Paul respond to them and where are those open tickets?  I deleted the e-mails from the support page that had the ticket numbers on them SO when I go to look them up, I really can't cause it since it keeps asking for a ticket number that I didn't keep.  It'd be really nice if there was just a list of ticket numbers populated on there so I could go in that way.  Anyway, if Paul responded to those in there, I'm out of luck since I can't cross reference within your site. 

 

Regardless, tho, it does appear from the look of things that it's up and running properly now.  Thank you so much for your help Ryan.  I appreciate it.