Congratulations to all you guys who've successfully download the B777 and commiserations to the many who are still trying.

Unfortunately I'm in the latter camp.

Been trying for 4 hours to make a purchase but keep on getting the dreaded Error 4 message - "for security reasons your order is being reviewed."

Thought I'd cracked it when it when I later received a "thank you for your order" email from PMDG complete with an invoice number.

But...there was no link to a download.

I've since submitted a ticket but the way things are going I'm not holding my breath.

Yes, I know patience is the name of the game but when something is 2+ years in development these issues should have been foreseen and addressed before now.

It's not as if PMDG has not been through this scenario before.

Not good enough chaps.

 

Frank

 

See the sticky at the top.

 

(Basically says submit a ticket at support.precisionmanuals.com so they're made aware of the issue - the forum isn't a valid support system, particularly for order issues)

My download link didn't come from my e-mail, but rather, I logged into the PMDG store and found it there. Just in case you were wondering. I clicked on Previous Orders, and then on the order number that came with your e-mail.

My download link didn't come from my e-mail, but rather, I logged into the PMDG store and found it there. Just in case you were wondering. I clicked on Previous Orders, and then on the order number that came with your e-mail.

 

 

I tried all of that...no joy unfortunately. 4 hours and counting...

Ryan - I have read the sticky at the top but given the sheer number of frustrated customers like myself it would be kind of helpful if someone from the PMDG hierarchy fronted up on this forum with an apology and an explanation. 

Hiding behind a ticket system is not good enough - folk want some answers and they want them now - communication is the name of the game.

Dealing with PMDG is like dealing with an automated message system - you never actually get to speak to a real, live human being.

 

Jeff - thanks for your advice but it didn't work. I checked out my previous orders but there was no record of the B777 purchase.

 

Frank

 

 

I have read the sticky at the top but given the sheer number of frustrated customers like myself it would be kind of helpful if someone from the PMDG hierarchy fronted up on this forum with an apology and an explanation. 

 

Would you rather have an explanation at the expense of finding a solution; or would you like them to find the solution, and then come back with the explanation once everything's resolved?  I think I'd choose the latter.  The former is just lip service at the expense of everyone.

 

...plus, until you know what happened, demanding an apology is really poor form (this is coming from me, as Kyle Rodgers, and not at all in any way supposed to be linked to PMDG).  It's just a massive show of entitlement, particularly without knowing what happened behind the scenes.  Who knows if they could've controlled it?  I sure don't.

 

 

 

Hiding behind a ticket system is not good enough - folk want some answers and they want them now - communication is the name of the game.

 

It's not hiding.  It's simply establishing a valid and traceable form of communication between customer and company.  If you're so big on communication, I suggest you be the first one to open that line of communication through the officially-supported method.  They will respond to you directly via email after that point.  No automated stuff like you're asserting.  It's simply a system to track everyone's request.  Here in the forum, your post will be buried by morning.

 

 

 

Dealing with PMDG is like dealing with an automated message system - you never actually get to speak to a real, live human being.

 

...which is funny, because no less than two of the team members were here assisting people in the forum.  They then asked us, as the beta team to come in here and volunteer our time to help, so that they could troubleshoot the issue that's affecting you.

 

So again, before you go launching off with vitriol, I suggest you take a step back, maybe a few breaths, and try to understand what's going on here:

 

-Something happened that clearly needs to be fixed.  You and PMDG both know that.

-PMDG is working on this, which is evidenced in the fact that they're not posting as they usually do.

-Once they find the issue, I'm sure they'll post about it (they did after the DDoS attack last year, with an apology when it wasn't even their fault, mind you).

-Until then, in order to ensure that your issue is dealt with, the only thing you can do is submit a ticket.

 

Stuff happens - you can't immediately show up with pitchforks and torches if you're caught up in the mess.  There are certain things that are uncontrollable.  Whether or not it was, we will know in due time.  Until then: breathe, and submit that ticket.

I have had absolutely no problems.  But with this huge a release, I sure would not have been surprised if I did get some; especially in the first eveneing of release.  But like I said....all good here

Would you rather have an explanation at the expense of finding a solution; or would you like them to find the solution, and then come back with the explanation once everything's resolved?  I think I'd choose the latter.  The former is just lip service at the expense of everyone.

 

...plus, until you know what happened, demanding an apology is really poor form (this is coming from me, as Kyle Rodgers, and not at all in any way supposed to be linked to PMDG).  It's just a massive show of entitlement, particularly without knowing what happened behind the scenes.  Who knows if they could've controlled it?  I sure don't.

 

 

 

It's not hiding.  It's simply establishing a valid and traceable form of communication between customer and company.  If you're so big on communication, I suggest you be the first one to open that line of communication through the officially-supported method.  They will respond to you directly via email after that point.  No automated stuff like you're asserting.  It's simply a system to track everyone's request.  Here in the forum, your post will be buried by morning.

 

 

 

...which is funny, because no less than two of the team members were here assisting people in the forum.  They then asked us, as the beta team to come in here and volunteer our time to help, so that they could troubleshoot the issue that's affecting you.

 

So again, before you go launching off with vitriol, I suggest you take a step back, maybe a few breaths, and try to understand what's going on here:

 

-Something happened that clearly needs to be fixed.  You and PMDG both know that.

-PMDG is working on this, which is evidenced in the fact that they're not posting as they usually do.

-Once they find the issue, I'm sure they'll post about it (they did after the DDoS attack last year, with an apology when it wasn't even their fault, mind you).

-Until then, in order to ensure that your issue is dealt with, the only thing you can do is submit a ticket.

 

Stuff happens - you can't immediately show up with pitchforks and torches if you're caught up in the mess.  There are certain things that are uncontrollable.  Whether or not it was, we will know in due time.  Until then: breathe, and submit that ticket.

Well said Kyle! I just sent them a ticket, which I suppose wasn't even mecesary and I received my link and e mail few hours later. Those servers took a pounding!

 

Kind regards

Before getting bent out of shape, lets think for a sec. A major highly anticipated product was just released. There is sure to be a heavy demand on their servers. If there are issues and backlogs pertaining to D/L links ect. I think its obvious what the problem is. I'm holding off until the weekend for this reason. Let the traffic slow down a bit. Then if I download on friday, I got 3 glorious uninterrupted days to spend with the new toy!!!

With respect I think some of you have lost the plot here.

As I pointed out in my earlier post PMDG went through this sort of hiatus with the B737NGX release. 

I assumed some lessons were learnt from that and systems put in place over the intervening period to prevent something similar from happening again.

But that clearly doesn't appear to be the case.

The other problem is that those in my situation are being kept in the dark with no explanations forthcoming as to why some people are having no problems with their purchases while others are. 

And yes, Ryan, I am entitled to better service having spent the thick end of US$100 on a product and not knowing when I'm going to receive it.

PMDG is not a charity - it's a thriving business that produces some excellent products - so it must expect criticism if it's customer service is found wanting.

 

Frank

 

 

As I pointed out in my earlier post PMDG went through this sort of hiatus with the B737NGX release. 

 

Different issue.  If you're going to cite issues, you should be familiar with them.  That was a distributed denial of service attack.  Someone launched a network attack that couldn't really have been predicted.  I believe they have since put measures in place to avoid such attacks.

 

 

 

I assumed some lessons were learnt from that and systems put in place over the intervening period to prevent something similar from happening again.

 

Different issue, so the lessons learned from the last network attack probably wouldn't do much help in this case.

 

 

 

The other problem is that those in my situation are being kept in the dark with no explanations forthcoming as to why some people are having no problems with their purchases while others are. 

 

No.  You really aren't.  There's a sticky, where the team has communicated to everyone with aforementioned issues, which you seem to be ignoring.  I'm not sure why.  Perhaps you just want an excuse to rant.  Given your posts (and continued lack of acceptance of the communication as communication), I see this as a highly likely situation.

 

 

 

And yes, Ryan, I am entitled to better service having spent the thick end of US$100 on a product and not knowing when I'm going to receive it.

 

It really doesn't take much time to look at my signature to understand that I'm not Ryan.

 

...but you're correct.  You paid for a product, and you are entitled to it, and the support that comes along with it.  Your lack of engaging the team for that support, though, is your own fault.

 

There's an avenue for submitting a ticket, where you'll get PERSONAL ATTENTION to fix the issue.  Instead, for whatever reason, you seem to be set on just venting here on the forum, wasting time that could otherwise be spent on actually getting you your product, which you are entitled to.

 

 

 

PMDG is not a charity - it's a thriving business that produces some excellent products - so it must expect criticism if it's customer service is found wanting.

 

This is correct.  They're a business.  As such, they've created a method to ensure that customer issues are handled in a traceable manner.  This is the support ticket system, and NOT the forum.  You'll find that this is an industry best practice, extending into several other industries as well.

 

I'm sure they expect criticism to come from this...

 

The difference is that criticism from those who refuse to help themselves in engaging the support from the team kinda falls on deaf ears...

 

As I mentioned earlier, there are so many other threads that are going to pop up between now and tomorrow morning (or whenever they solve the issue) that this will likely be buried and nobody is going to see it.

 

 

 

 

 

Would you rather that, or an actual traceable system where the team is continually notified that something is still unresolved?

 

www.support.precisionmanuals.com

I hate to say it but the only lessons to be learned are by us.

 

After having my day ruined with every major release (NGX, Majestic Dash, etc.), and not being able to use the software for couple of days after the release, now I have a new approach - chill out, live your life and wait for the storm to call down. In couple of days I will go ahead, buy and enjoy the package we've been waiting for so long, that another day wont make any difference. Just my 2¢...

Kyle (my apologies for calling you Ryan) I hear what you are saying, but it was patently clear from way back there was going to be an unprecedented demand for the B777.

Thus, systems should have been in place to cope with this, but for reasons which aren't clear, weren't.

As far as I'm concerned PMDG "dropped the ball" on this occasion and, for the moment have left many of us in the lurch.

Hopefully matters will be resolved sooner rather than later but as I said before I'm not holding my breath.

 

Frank  

Kyle (my apologies for calling you Ryan) I hear what you are saying, but it was patently clear from way back there was going to be an unprecedented demand for the B777.

Thus, systems should have been in place to cope with this, but for reasons which aren't clear, weren't.

As far as I'm concerned PMDG "dropped the ball" on this occasion and, for the moment have left many of us in the lurch.

Hopefully matters will be resolved sooner rather than later but as I said before I'm not holding my breath.

 

Frank

Oh quit your whining. None even said the problems have anything to do with being unprepared for the demand. It could just as well be an unforeseen bug with the online store.

^{So Jordan, if it was "an unforeseen bug with the online store" why haven't we been told?}