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tkellogg

Aerosoft support sucks

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I purchased Aerosoft's F 14 X and tried all weekend to download the software but was unsuccessful. I contacted them about my problem and asked for a refund due to the fact I could not download their software. They emailed me back and said I had downloaded the software many times therefore they are unable to refund my money. Then they had the nerve to ask for feedback if I was satisfied with my purchase. So to others, be forwarned. Granted it was only 30 bucks but in 10 years of playing with flight simulation I have never been treated this way. And I can assure you I will tell as many people as I can about my experience.

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How many browsers did you try? 

Did you try a download manager? 

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In over 10 years of buying from Aerosoft I've never had a problem with downloads or support in general.

 

Why are you so certain your downloads haven't worked when Aerosoft say you have downloaded the file?

 

Could it be your ISP is responsible? Do you see the download status showing and does it complete or not?

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Never had a problem with downloads from AS through Internet Explorer 10.

 

Some shops advise against using Chrome for downloads.

 

Try switching between IE and Firefox, and between with/without a download manager like FDM.

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Get a download manager.  Frustrated with 10GB downloads, I got the IDM product for a nominal cost and now would not be without it.  It was really nice to have when beta testing base and extension packages for both FSX/FSXSE and P3D that involved four downloads almost every other day.

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A few weeks ago I was having issues downloading from Aerosoft with Chrome. As suggested, try another browser. That has been the only time I ever had an issue with Aerosoft or their web site.

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In over 10 years of buying from Aerosoft I've never had a problem with downloads or support in general.

 

Ditto here too.

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I tried two different browsers two different internet providers. Two different download managers. All with my firewalls down. I purchased the software from flightsimstore and downloaded first time with no problem. So obviously problem not on my end. With are soft never able to download over 50% of file. None of these problems excuse them from not even offering any solutions or offering to send me a cd to load. I just don't understand their position. I was in the restaurant business for 20 years. This is equivalent to charging a customer for their meal claiming they ate it even though they never got their meal. No excuse for this kind of service.

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In over 10 years of buying from Aerosoft I've never had a problem with downloads or support in general.

 

Ditto.   I rate their support amongst the best, personally.

 

The fact that everyone else is able to download from Aerosoft (I downloaded two products from there today), suggests the problem is certainly at your end.

 

Hope you get it sorted - but I think you're being unneccesarily harsh on Aerosoft.

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Flightsimstore usually works best with a download manager. Using Free Download Manager myself.

 

Have you tried contacting Flightsimstore? They also offer sending you your download burned to a disk for a fee.

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I tried two different browsers two different internet providers. Two different download managers. All with my firewalls down. I purchased the software from flightsimstore and downloaded first time with no problem. So obviously problem not on my end. With are soft never able to download over 50% of file. None of these problems excuse them from not even offering any solutions or offering to send me a cd to load. I just don't understand their position. I was in the restaurant business for 20 years. This is equivalent to charging a customer for their meal claiming they ate it even though they never got their meal. No excuse for this kind of service.

 

It's pretty clear that the problem is at your end since thousands of users (myself included) have no problems with downloads.  The fact that you were able to download from another source says nothing about your ability to connect to Aerosoft.  I use IE 11 and no download manager; because of the way that AS links to their files a download manager frequently will not work.

 

You don't say how you contacted AS, but generally an email to support@aerosoft.com will get a useful response if you explain exactly what happened.

 

DJ

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Guys if I can download from flightsimstore it is not a problem in my end. I also did contact them at their support. They offered none.

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Sounds like it's on your end. If Aerosoft's support sucks, then I can't imagine what you think of other developers'...

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Guys if I can download from flightsimstore it is not a problem in my end. I also did contact them at their support. They offered none.

 

Did you call your ISP?  You may not think think there is nothing wrong on your end, but there may actually be one.  FlightSimStore is not likely in the same country or ISP backbone, so it's an Apples to Oranges comparison.

 

I couldn't download REX stuff with all my browsers and three computers.  Turned out that my ISP was the culprit.  Not once did I blame REX for that problem.

 

Take it from the guys who have been here a long time, including myself, that  have never had a problem with Aerosoft support.

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Guys you are missing the point. If I purchase something and for whatever reason I can't or don't receive what I purchased then either provide an alternative to getting me the software or return my money. Keeping my money when I haven't received their product is wrong. Plain and simple

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Don't bother here anymore. If it works for people they assume it must be your problem, and they are very protective of their favorite developers. I have encountered this attitude before, and it's not always correct.

 

Having said that, I have never had any problems with Aerosoft or their service. That doesn't mean that you aren't having a legitimate problem. But you are going to have to work it out with them. 

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Use THIS to download the file. Sometimes my Orbx downloads will fail from FlightSimStore, and when they do, THIS never fails. In fact, Orbx support recommended it.

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Hey guys. I finally got it resolved with no help from Aerosoft. My bank, Wells Fargo who does understand customer service fixed the problem. They credited my account with the funds.

MAryann. Thanks for understanding. You seem to be the only one o here who understood my point and felt I may have had a legitimate point.

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There's an old saying that businesses should try to remember. It goes something like this 'the customer is always right'.

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I would be interested to know Aerosoft's response, since I am assuming that your bank reversed the transaction?

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Hi tkellogg,

 

I understand your frustration. And sometimes looking for solutions can be very aggravating. I do believe people are here trying to offer solutions and I will offer one also.

 

It could be your routers firewall settings. Mind you not your virus/firewall software. 

 

You could try logging into you router and looking up these settings. I know Comcast (A big cable internet provider here in the USA) installs a router firewall with their new routers. These firewalls (yes 2) can have limits set in them. It can be frustrating trying to figure out what was causing these problems as there is no report - just a failure to upload or download certain amounts.

 

Login into your router will depend on which router you have. Google search will help. Then look for any firewall and disable it - at least when downloading or uploading.

 

Download managers, now a days, are not really needed unless you have a lot of disconnects. Try FireFox for a modern, secure browser.

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. Keeping my money when I haven't received their product is wrong. Plain and simple

 

In your first post you say "They emailed me back and said I had downloaded the software many times therefore they are unable to refund my money." They kept your money because they had sent you the software . It's not really its problem if you can't accept it.

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There's an old saying that businesses should try to remember. It goes something like this 'the customer is always right'.

No, the customer is always just a customer, even when he or she is dead wrong.

 

It was pointed out as early as 1914 that this view ignores that customers can be dishonest, have unrealistic expectations, and/or try to misuse a product in ways that void the guarantee and states "if we adopt the policy of admitting whatever claims the customer makes to be proper, and if we always settle them at face value, we shall be subjected to inevitable losses."

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Whichever way they handle it, the business will always have inevitable losses. The business can choose to handle complaints with skepticism and make it difficult for customers to return products on the assumption that the majority of customers are dishonest, and lose future business from honest customers that felt they were wronged by the business. Or they can handle complaints with sympathy and understanding and make it easy for customers to return products on the assumption that the majority of customers are honest, and lose on some returned products from those who were actually dishonest. Either way, it is a cost of doing business and they each choose which side of that line they wish to stand on and is perhaps a reflection on the proprietor himself. Personally, I think that assuming people are honest and treating them that way leads to more profits as a liberal return policy puts people at ease with making purchases. tkellogg will most likely never make another purchase from this store again. This store will most likely never be able to participate in any of tkelloggs future flight sim spending. Is that really worth not accepting a return on one purchase today from that customer?

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They kept your money because they had sent you the software . It's not really its problem if you can't accept it.

 

Not sure I'm following that line of logic, Gerry. If he was unable to download the software successfully, then technically the transaction is not complete. You could argue that there isn't any way of proving that he didn't successfully download it, but surely the customer has some rights when something like this happens?

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