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Re-download Wait Time

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Can someone tell me why it takes so long to get a re-download link from PMDG? I know it's only five dollars but if I'm paying for a service I really don't feel like waiting 6 to 8 hours for a response. I submitted for a re-download of the MD-11 at 10:00am Pacific time it is now 4:25pm Pacific time and my ticket status still says waiting for agent.

 

Thanks,

 

Bryan McKee

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maybe   its   the middle of  the night  their time give them some slack even the best of us need some  sleep, usually  the wait time is 24  hours   depending if its not  the weekend

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I seriously doubt that it's a time zone issue. What I'm saying is there has to be a better way of doing this and there has to be a better way of communicating with the customer.

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Well they got to sleep some time cant expect them to work 24/7  do you.as I said usually takes 24  hours or  so

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I really don't feel like waiting 6 to 8 hours for a response. I submitted for a re-download of the MD-11 at 10:00am Pacific time it is now 4:25pm Pacific time and my ticket status still says waiting for agent.
You better get ready to wait days and not hours. The last time I purchased an extended download it was on a Friday. I got the link on Monday. The weekend intervened. If you receive it any sooner, consider yourself lucky.

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The last time I purchased an extended download it was on a Friday. I got the link on Monday. The weekend intervened. If you receive it any sooner, consider yourself lucky.

Cant see anything wrong with this unless you want them to work the weekends as well, as Ollie has suggested back up your installers  than you don't have to wait   at all

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Cant see anything wrong with this unless you want them to work the weekends as well, as Ollie has suggested back up your installers  than you don't have to wait   at all

All the installers are backed up on an external hard drive. I have 2 MD-11 installers, 2 77LR installers, 3 NGX Installers and only 1 747 Installer. Since I don't fly the 747, one is more than sufficient but I might get another NGX Installer just for the hell of it even though I have one that I  have never used.

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Yeah normally I save them to a hard drive but I upgraded my operating system and completely neglected to move them over to an Extertal hard drive so that parts on me. Perhaps I'm not understanding where this particular office is located because I sent the request on a Friday and last I checked people work on Fridays but I could be wrong!

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Honestly, the weekend is when I usually process less tickets, but I usually clear the queue at least once per day.

 

I'll take a look when I get home. Driving home from the Caps game.

 

EDIT:

Sitting in the passenger seat, just to clarify.

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Since we have a few critics in this thread, I thought it would be interesting to run a report out of our support system to see if there is a real problem with responsiveness on our end.  After all- I prefer to have data at my fingertips before making decisions...

 

Re-Download Requests - Average Initial Response Time Year-to-Date 2014:  3:45h

 

This is a 7 day per week metric, since we run support 7/365.

 

This is an average- so many were answered more quickly, and many were answered less quickly.  Is it possible someone waited an entire weekend, of course.  Is it likely? 

 

No.

 

The numbers speak for themselves....

 

23,000+ support requests so far this year.  Average reply time?  5:07h.  I think we do okay.  In fact- I think we do darn well when you compare us to the marketplace.  :P

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I might get another NGX Installer just for the hell of it even though I have one that I have never used

make sure you send it on a Monday instead of  a Friday :P

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I appreciate the defense of your team but a little constructive criticism doesn't hurt every once in a while.

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It's not so much being defensive as it is practical. You have to understand that PMDG Support says to give 24-48 hours wait time for the ticket to be processed and replied to. It's also not a business day, so you are likely to run into timing issues since its the weekend. As quick as you may want it to be handled, you have to be mindful of the reality of support. Thousands of customers, tickets, ongoing product development... There's just a lot to juggle and they will fit you in appropriately.

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Dear Oliver,

 

I'm sorry my signature seems to be lost.

I did not received the download links yet,

[REMOVED]

 

I understand the EDS advise that I would receive an email with the new links, if this is not true I would be glad if you could tell me where to find them instead.

 

Brgds

Marcus Ruckdeschel

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if this is not true I would be glad if you could tell me where to find them instead.

 

I believe that additional installers have to be manually sent by a support member (I don't work for 'em so don't ask me why). So submit a ticket to support.precisionmanuals.com and I'm sure they'll get you up and running.

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I understand the EDS advise that I would receive an email with the new links, if this is not true I would be glad if you could tell me where to find them instead.

 

I cleared out the queue last night at about midnight EST, and I'm looking at the queue right now and I don't see a ticket from you.

 

Thankfully, you placed your name in your signature, so I was able to find it in the order system and track it down that way. After purchasing EDS, you should have gotten an email guiding you to submit a ticket at support.precisionmanuals.com. This is how the support techs know to go into the order system, verify it, and re-send the links. Since this was not done, it sat as long as it did.

 

Thank you for posting here to alert us to the issue in any case.

 

 

 

In the future - and this is for everyone - please follow the instructions listed in the email so that the order doesn't sit unfulfilled.

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I appreciate the defense of your team but a little constructive criticism doesn't hurt every once in a while.

 

Bryan-

 

I think you may want to go back and actually read my reply.  I noted your complaint, and decided it might be worth running a report to see if we had a problem with response times.

 

I pointed out the results of the data, I mentioned that some repsonses are faster, and I acknowledged that some are slower.

 

So yes, constructive criticism is fine- but I don't think my response was unusual for someone running a business that prides itself in customer responsiveness.

 

After all- most of our competition simply doesn't answer.

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You're right I did read it wrong my apologies! This is why I try to stay out of the forums as much as possible because they are much like email you can never get the tone just right. I will say I did receive my link and am enjoying teaching the MD11 to a first time flyer. The 777 has taken all of my attention so I forgot how well the MD11 flies!

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Also worth noting here - the majority of those 23,000 tickets were answered by just two people - myself and Paul. Kyle joined us last month so that we have another set of eyes on the tickets throughout the day. None of us are doing this as a full time job and occasionally it can be upwards of 12-24 hours before someone's able to log in and get to stuff. Redownloads are always the first thing I do when I log in - we clear the queue out completely every time too. The idea that a simple redownload ticket sits for 4+ days just isn't true - these are the easiest type of ticket to process and on a normal day we clear them out every couple hours.

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