Support Request: Installation of 748i with PMDG 744X

[YMunshi 0]

Hi

 

I am having big time problems reinstalling the 747-800 to my reinstalled 747-400X.

 

My FSX began to play up and so I had to decide to reinstall the entire thing along with uninstalling all PMDG add-ons.

 

747-400X has reinstalled properly, but when I launch the installer for the 747-800i to verify my order details, for some reason, it does not recognise me or the order.

 

I have also attempted to log into my PMDG account to see what the problem may be. I have logged in fine, but for some reason, I can only find only one add-on and that was the 777-300ER add-on which I purchased shortly after the 747-800i.

 

Can someone please provide me with technical support as this is really exasperating me. I purchased the 747-800i add-on on the 27 September 2015.

 

Thanks

 

- Yousuf.

[YMunshi 0]

If I do not receive any technical support from PMDG on this matter by tomorrow this time, I will open a PayPal dispute case and pursue a refund because although I have evidence to prove that I purchased the 747-800 expansion pack from your website in emails, the audit does not appear on your website. I'd be surprised if PMDG were to respond then when the case is opened.

 

I've made my case clear above.

 

I purchased the product through the PMDG website. Due to FSX playing up following W10 update, everything had to be reinstalled. When I tried to reinstall the 747-800 expansion with the 747-400X, it was saying that my password was not being recognised or my order number was incorrect. Before anyone considers replying with sarcasm, I recorded the order number, email and the password used to log into PMDG at the time of purchase and used these against the installer. The prompt stated I need to get in touch with PMDG Support, which is where I am now, but where PMDG Support are is the bigger question.

 

I am also quite disappointed to find how mute the support from PMDG has been. Love the products, horrified with the service.

[JRBarrett 3,070]

This is NOT the PMDG support portal for resolving issues with purchase problems! This is a discussion forum where individuals (both customers and non-customers) can talk about PMDG products. Although PMDG employees do answer questions here on a regular basis - this is NOT the venue for official support - especially for anything relating to purchase history or product licensing.

 

You need to go to the PMDG web site and click on the "Support" tab, which will give you two options: "Product Support" and "Customer Forum". THIS is the customer forum.

 

You want the first option - "product support". That will take you to a page where you may submit a support ticket. Having done so, your support request will be assigned a tracking number which you can use to determine the status of your support request at any time. It has been my experience that PMDG responds to all support tickets in a timely fashion.

 

If you have never used the official support portal before, you will have to register, but doing so takes only a few moments. The log-in ID used for support is NOT the same log-in you use to purchase products.

 

I'm sure that if you request support for a purchase issue in the proper place, they will be able to resolve your problem quickly. Is it possible that you might have purchased the two 747 products using two different email addresses? I believe that is one thing that can cause you to not see all of your purchased products when you log in. If so, they would probably want to merge your purchase history under one specific email address of your choice.

[scandinavian13 5,192]

If I do not receive any technical support from PMDG on this matter by tomorrow this time, I will open a PayPal dispute case and pursue a refund because although I have evidence to prove that I purchased the 747-800 expansion pack from your website in emails, the audit does not appear on your website. I'd be surprised if PMDG were to respond then when the case is opened.

 

I've made my case clear above.

 

I purchased the product through the PMDG website. Due to FSX playing up following W10 update, everything had to be reinstalled. When I tried to reinstall the 747-800 expansion with the 747-400X, it was saying that my password was not being recognised or my order number was incorrect. Before anyone considers replying with sarcasm, I recorded the order number, email and the password used to log into PMDG at the time of purchase and used these against the installer. The prompt stated I need to get in touch with PMDG Support, which is where I am now, but where PMDG Support are is the bigger question.

 

I am also quite disappointed to find how mute the support from PMDG has been. Love the products, horrified with the service.

 

Yousuf,

 

As Jim mentioned, this isn't where you're supposed to seek support. Our website very clearly indicates that we have a specific link for Product Support, and that this is the Customer Forum. This is also very clearly indicated in your product's documentation.

 

In order to fix these issues, you will absolutely need to submit a ticket in that system so that we can see some of your account details that shouldn't be written on a public forum like this. I'm willing to bet that you purchased them both on different accounts, which answers the question of why you can only see certain orders, and why the 748 will not install (it's looking for the 744 purchase in your account). There is a link in my signature.

 

While I can understand some of your frustration, a little benefit of the doubt would go a long way next time. We've provided several ways of getting where you should be. Had you spent some time looking at either our website or the product documentation, this would have been resolved by now.

[YMunshi 0]

...

 

You need to go to the PMDG web site and click on the "Support" tab, which will give you two options: "Product Support" and "Customer Forum". THIS is the customer forum.

 

You want the first option - "product support". That will take you to a page where you may submit a support ticket. Having done so, your support request will be assigned a tracking number which you can use to determine the status of your support request at any time. It has been my experience that PMDG responds to all support tickets in a timely fashion.

 

...

I'm sure that if you request support for a purchase issue in the proper place, they will be able to resolve your problem quickly. Is it possible that you might have purchased the two 747 products using two different email addresses? I believe that is one thing that can cause you to not see all of your purchased products when you log in. If so, they would probably want to merge your purchase history under one specific email address of your choice.

 

Hi Jim and Kyle

 

Thanks so much for replying back, really greatly respect it.

 

 

 

 

Yousuf,

 

As Jim mentioned, this isn't where you're supposed to seek support. Our website very clearly indicates that we have a specific link for Product Support, and that this is the Customer Forum. This is also very clearly indicated in your product's documentation.

 

In order to fix these issues, you will absolutely need to submit a ticket in that system so that we can see some of your account details that shouldn't be written on a public forum like this. I'm willing to bet that you purchased them both on different accounts, which answers the question of why you can only see certain orders, and why the 748 will not install (it's looking for the 744 purchase in your account). There is a link in my signature.

 

While I can understand some of your frustration, a little benefit of the doubt would go a long way next time. We've provided several ways of getting where you should be. Had you spent some time looking at either our website or the product documentation, this would have been resolved by now.

 

No I purchased both items from the same email account as they were purchased at reasonably the same time on the same day, so the idea of using two different email addresses at the time would seem quite unnatural.

 

However, I've just tried to install it again and bizarrly, it's done it fine. Yeah quite inexplicable.

 

Again my apologies for the incorrect placement of the thread. I acted purely on the prompt from within the software when it said it was unable to identify me.

 

Thank you once again for your support. I'll register with the support team in the interim should any future problems arise.

 

- Yousuf.