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Paul Golding

A customer service experience

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I think when we experience good or bad customer service that it should be shared, and I'm sure we're all aware of some of the less than helpful providers of FS products.  So here's what happened to me last night.

 

It started with me sending this email to Flightsimstore customer service via their website;

 

"Hi guys, this is a bit embarrassing, but last night I ordered some ORBX stuff under order FSSxxxxxxx and it included Stapleford Abbotts. That's not embarrassing in itself, it's just that I've already got the bloody thing on DVD! Buying FS stuff after drinking wine leads to this kind of thing I suppose, but I was wondering if there's some way of removing it from the above order and letting me get something else, like maybe Shoreham?

I know it's my fault, but if anything could be done, that'd be handy.

Cheers."

 

I then followed up their auto reply email with a photo of the bookshelf containing the DVD and this morning I found the following email had arrived;

 

"hahahaha that’s awesome..

 

I have updated your order mate

 

Enjoy! and the Red wine too!

 

If you want the triple installer for those ORBX products that you do have then you have the option of purchasing a Cross Grade License

 

Cheers"

 

And upon checking my account at FSS, I see that that within some 6 hours of my initial message to them, my order now contains Shoreham instead of Stapleford.

 

I just thought it worth sharing.

 

The funny thing is, not only that I've had the Stapleford DVD for over a year and never installed it, but that I was actually looking for the CRM DVD to re-install on to my new PC (now almost a year old!) and thinking maybe as the sale is on, I might get Jackson and Yellowstone West to go with it.  Well bugger me, not only do I find I've already got Stapleford, but neatly stacked below it was both Jackson and Yellowstone West too...........and they've never been installed either!

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I can understand his amusement. :P

 

Glad to hear you got to deal with the helpful people around, I can confirm this is not always the case. However, my experience with FSS has always been good.

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Thanks for sharing this--we hear examples of bad customer service all the time but it's good to hear when it's done well!

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I remember a double purchase from the feelThere store. I didn't noticed my mistake myself; it was their service provider who contacted me, enquired about my second order, and arranged everything with the shop and my payment provider.

 

When I thanked them via e-mail and stated "case closed" they still found time to reply with a 'You're welcome'. A really nice experience.

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Thanks for sharing this--we hear examples of bad customer service all the time but it's good to hear when it's done well!

 

Yes, important to hear when the service has been good too!

 

Wine has also cost me a few pounds in duplicate purchases over the years - as Paul says not a good time to make a purchase!!

 

Bill

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It is excellent when you get this kind of service.

 

I bought the A2A C172 because I saw how one of their guys provided assistance to another simmer. Sadly, I didn't take note of who the person was but I was so impressed with his approach and attitude that I thought Accusim deserved some form of reward for that. I've never been into GA simmimg, but I am really glad that I bought that Cessna as it has become my favourite way of whiling away a few lazy hour flights here and there. And as soon as I have my scenery files reinstalled, I'm getting their Cherokee as well. All because one guy was willing to get on Skype and watch a customer with the Cessna in order to help him.

 

Now that's worth a sale in my book.

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I've had excellent experience with the Flightsimstore too.

 

Quality Wings is another that deserves to be recognized for excellent customer service. Last Christmas Eve after purchasing their 757 I had problems. I emailed them and they got right back to me...on Christmas Eve...and worked with me to correct the problem. That level of customer service is outstanding. When their 787 is available I will be in line to purchase.

 

Dave

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Good Stuff. 

 

Yes, it is refreshing isn't it? I feel the same. When I get treated that way I always come back and I make sure I promote the company.

 

Any business can tell their employees to be nice and respectful to their customers, but that sort of response that we have seen here,

is just a down right nice and respectful person.

 

Just Good People

 

Bob

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I did something similar with Just Flight. They sorted it out, absolutely no questions asked. Later, a download manger got carried away with a limited download number from A2A, and used them all up in seconds. One email and a few hours later it was fixed. Another one who is big on personal service is Pacific Islands Simulation. And on top of that, I had a user induced error with something from Orbx that the guy who made the scenery was able to help me out with in minutes.

 

A good thread. I'm sure there are more positive stories than negative, but people only vent about the bad ones...

 

Mike

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I just had to come in here and express the very same type of experience I had with Flightsim Store on an even more embarrassing situation that I will not detail here...

 

Anyway, I sent them my email, using the support on their web site, and thinking to me that it was certainly useless... In a few hours I had a kind and concise reply and my problem was solved in the best possible way.

 

Very very good customer Support!

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I've had the same sort of friendly help from Fly Tampa and PMDG.  In both cases the problem was me being a bit of a plonker, but they were still happy to help out.  And I will continue to purchase from them :-)

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For me it was Just Flight: I bought the X-plane version of the Carenado 172 by mistake along with another Carenado plane and I immediately realised my mistake. I ordered the correct FSX version immediately, then emailed Just Flight to explain the problem, I did explain that I would not download the X-Plane purchase. Within the hour a nice guy at Just Flight had reimbursed me for the order. Nice and tidy!

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And I just had the same experience with PC Aviator. I was trying to buy the new Dallas Megascenery but ended up buying the LA/SD one by accident, which I already had. They gave me a refund within 48 hours of my message.

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What a nice and refreshing thread to read on this Sat. morning. I have been involved in this hobby more years than I like to think about and I must say that of all the companies that I have dealt with, probably 98 or 99% of them have been top notch. It is good to see some of the good ones getting credit for their efforts. Well Done!!

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