Couldn't purchase

[LittlePaulio 3]

Got my credit card declined 4 time consecutively for apparently not using the right billing address.. Has never happened to me before. My card is probably blocked now. Thanks PMDG, you've lost a customer, I'm going to get the iFly 737 NG instead.

[JRBarrett 3,034]

Why are you blaming PMDG? They are not the ones who declined your card. When you make an online purchase, you enter your credit card number, expiration date, CVC code and... billing address. The vendor, (PMDG in this case) transmits that information to your credit card company when you press the "purchase" button, and the credit card provider is the one that sends back an "approve" or "decline" to PMDG.

 

PMDG has no way of knowing what your correct billing address is supposed to be - that information has to be entered by YOU - and it has to EXACTLY match the address (and primary contact telephone number) that your CC provider has on file for you.

 

If you are absolutely sure you entered the right address, then your issue is with your credit card provider - not with PMDG. You need to contact your CC provider's customer service department to determine what billing address they have on file for you. They can look at your transaction records and tell you exactly why the card was declined.

[77west 139]

Got my credit card declined 4 time consecutively for apparently not using the right billing address.. Has never happened to me before. My card is probably blocked now. Thanks PMDG, you've lost a customer, I'm going to get the iFly 737 NG instead.

 

Jim is quite correct. In all likelihood your card will decline buying the iFly 737 as well if you use the same details.

[LittlePaulio 3]

Jim is quite correct. In all likelihood your card will decline buying the iFly 737 as well if you use the same details.

Just purchased the iFly 737 without a problem. I have made hundreds of transactions with same card and details, in fact chrome auto-fill ccompletes my name, email and address, so it's always identical. What really annoyed me was that they no longer provide a method that I could find to directly contact them. I'm sure it was their e-commerce providers inability to deal with the fact that we don't really use postcode numbers in Ireland. They have been provided for each individual residence, but my cc company certainly don't have mine, and in any case I tried using it anyway to no avail. Other e-commerce providers seem to realise that, and a simple 'n/a' or '1234' will suffice.

 

That's why I'm blaming PMDG Jim, particularly the inability to contacct a customer or sales support team member. I find that inexcusable and will never attempt to purchase a product from the PMDG site again. And thanks Jim for explaining how the cc verification system works, although, you're not entirely incorrect, the format and required data that the site sends to a CC company is as important as whether the CC company will verify it. If it's presented in a format that is inconsistent with what it normally receives, then of course it will decline it.

 

I also had no problem purchasing the FS2Crew voice and button pack for the iFly. Maybe I've just got lucky all those times!

[77west 139]

Just purchased the iFly 737 without a problem. I have made hundreds of transactions with same card and details, in fact chrome auto-fill ccompletes my name, email and address, so it's always identical. What really annoyed me was that they no longer provide a method that I could find to directly contact them. I'm sure it was their e-commerce providers inability to deal with the fact that we don't really use postcode numbers in Ireland. They have been provided for each individual residence, but my cc company certainly don't have mine, and in any case I tried using it anyway to no avail. Other e-commerce providers seem to realise that, and a simple 'n/a' or '1234' will suffice.

 

That's why I'm blaming PMDG Jim, particularly the inability to contacct a customer or sales support team member. I find that inexcusable and will never attempt to purchase a product from the PMDG site again. And thanks Jim for explaining how the cc verification system works, although, you're not entirely incorrect, the format and required data that the site sends to a CC company is as important as whether the CC company will verify it. If it's presented in a format that is inconsistent with what it normally receives, then of course it will decline it.

 

I also had no problem purchasing the FS2Crew voice and button pack for the iFly. Maybe I've just got lucky all those times!

 

Official support is provided here: http://support.precisionmanuals.com/Main/

 

So please don't say there is no way of contacting them before you have actually tried.

 

PMDG has probably hundreds of thousands of customers using their web store, and while I am not suggesting that this is your fault, cut them a bit of slack and work with them to resolve the problem rather than taking a tit for tat approach.

[LittlePaulio 3]

That's a knowledge base! All the flight sim companies I've dealt with allow you to directly contact them. Supposedly I could raise a ticket, but I kept getting re-directed to the page you linked, or this, a third party forum.

To quote directly from their customer support portal page 'On 25FEB10 PMDG discontinued email based support and all further support inquiries should be made through the new Support Portal.'

 

It's just my opinion, but when I'm dealing with a company with the reputation of PMDG, I expect either to be able to email, live-chat, or phone during normal working hours. It didn't have to be tonight. It was the fact that FS2Crew have responded so quickly and helpfully that I've bought two of their products in a week. If their was a way to raise a ticket, it should have been on the customer service main page. I don't have to give them any slack, they don't care what I think. They're obviously doing just fine, and people like me who have had difficulty buying their products are the exception. What annoyed me more was 'Jim's' little lecture to me. I don't know who he is, how or if he is affiliated to the company, but I found it very patronizing and like he was trotting out the 'company line'. I was the guy trying to give them €89.00 or whatever it cost, so don't lecture me on how to enter my credit card details so I can do them the favour of letting them take my money for their product!

Official support is provided here: http://support.precisionmanuals.com/Main/

 

So please don't say there is no way of contacting them before you have actually tried.

 

PMDG has probably hundreds of thousands of customers using their web store, and while I am not suggesting that this is your fault, cut them a bit of slack and work with them to resolve the problem rather than taking a tit for tat approach.

And tit-for-tat usually involves a back and forth exchange, I don't know if Jim a representative of theirs, but if he is, I am of the opinion that his people skills make him rather unsuited for the job.

So as far, it's just been me complaining and you defending them- do you work for them?

Why are you blaming PMDG? They are not the ones who declined your card. When you make an online purchase, you enter your credit card number, expiration date, CVC code and... billing address. The vendor, (PMDG in this case) transmits that information to your credit card company when you press the "purchase" button, and the credit card provider is the one that sends back an "approve" or "decline" to PMDG.

PMDG has no way of knowing what your correct billing address is supposed to be - that information has to be entered by YOU - and it has to EXACTLY match the address (and primary contact telephone number) that your CC provider has on file for you.

If you are absolutely sure you entered the right address, then your issue is with your credit card provider - not with PMDG. You need to contact your CC provider's customer service department to determine what billing address they have on file for you. They can look at your transaction records and tell you exactly why the card was declined.

Here is the confirmation of my successful purchases- https://goo.gl/photos/TBxgbpq7r6eReZP38

Official support is provided here: http://support.precisionmanuals.com/Main/

 

So please don't say there is no way of contacting them before you have actually tried.

 

PMDG has probably hundreds of thousands of customers using their web store, and while I am not suggesting that this is your fault, cut them a bit of slack and work with them to resolve the problem rather than taking a tit for tat approach.

And this is Flight1.com's support page- http://www.flight1.com/view.asp?page=service Notice any differences?

Are we done here? I think we are.

[Poppet 703]

 

What annoyed me more was 'Jim's' little lecture to me. I don't know who he is, how or if he is affiliated to the company, but I found it very patronizing and like he was trotting out the 'company line'. I was the guy trying to give them €89.00 or whatever it cost, so don't lecture me on how to enter my credit card details so I can do them the favour of letting them take my money for their product!

 

 

Who's an angry boy eh :wink:      People are just trying to help.   but as you already know everything they are obviously wasting your time.   

 

Saying "never again" because you had one experience that didn't go well is like eating your nose off just to annoy your face :smile:   

Paul,  PMDG are well worth the second transaction

[LittlePaulio 3]

Who's an angry boy eh :wink:      People are just trying to help.   but as you already know everything they are obviously wasting your time.   

 

Saying "never again" because you had one experience that didn't go well is like eating your nose off just to annoy your face :smile:   

Paul,  PMDG are well worth the second transaction 

Yes, I know, I did fly off the handle a bit. But it was the tone of the initial responder that set me off! And 'trying to help' by stating that the problem is almost definitely mine isn't very 'helpful' IMO. He basically absolved PMDG of all blame and talked to me like I had never made an online credit card transaction.

 

I can sound unreasonable and irrational, but I'm really not. I would defer to anyone on this forum on the subject of simming because I am an absolutely terrible pilot! When I realise I could be in the wrong I acknowledge it, and have done on avsim in the short time I've been a member. If you could be bothered, you'll that the majority of my posts have been attempts to help ppl with the their Pc setups or similar. I think this might be the first complaint I've made, believe it or not!

 

I don't why my CC details weren't verified by my company as they were provided by PMDG's payment service- it has literally never happened to me in 10-12 years of online purchasing.

And then the guy following up was rushing to PMDG's defense like they were a damsel in distress. If you could suggest another online shop that sell's PMDG's products I'll gladly have another go at some other time in the future. But telling me that I have to go about sorting out why my CC wasn't verified isn't my experience of how more customer friendly businesses (ie, nearly all) operate.

 

Anyway, what would an online forum be without some hothead taking exception to someone's tone and going off on one???  :wink:

The crucial point here is that I am the 'customer' trying to use my money to allow a company made a 'profit'. 

Listen, I could keep on ranting, but I waste enough time doing that IRL!!!

 

Cheers Elaine

[JRBarrett 3,034]

NO, I don/t work for PMDG or any other vendor. I'm a customer, just like you are. My reason for even responding to your first post is that you seemed to be assuming that the PMDG is at fault, without providing any further information other than you were declined for having an "incorrect address". Since credit card purchase rejections come from the credit card provider, and not the ecommerce vendor, I was curious as to why you were so certain that the fault lay with PMDG.

 

The fact that you use auto-fill for your CC info, and that it has worked for purchases at other locations may indeed mean that the PMDG ecommerce system is mangling the address information sent to your CC provider - or it may not.

 

As I said in my first post, and will say again: at the very least, you can contact your CC customer service, who can tell you precisely WHY the purchase was rejected - i.e. what (specifically) it was about the information that was transmitted by the PMDG system that was "wrong". That might provide the very evidence to justify the accusation that you are making - (that there is something amiss with the PMDG ecommerce system).  

 

As far as not being able to directly contact a customer support representative at PMDG , that is just plain wrong. You register at the support portal, which only takes a few moments (and only has to be done once), and then log on and submit a ticket. The two times I've ever had to use the ticket system, I had a response from the company within a matter of minutes - and on the weekend no less.

 

You cite Flight1 as being "different" (better?) in this regard, but I don't see your point. For any problems with their ecommerce system - i.e. problems with purchases or credit cards, you have to submit a ticket to Flight1 as well... no different than PMDG.

 

I find it interesting that you would be so quick to assume that I am associated with PMDG just because I questioned the logic of your reasoning. In your first post you simply stated that your credit card got rejected and therefore you would never do business with PMDG again. I don't have to be an employee of a company, or even particularly LIKE a company, to see something essentially unjust in presenting your case in such a manner. If that means I have "poor people skills" so be it. If you didn't want to be responded to, then what was the point in even making your first post in a public forum? 

[77west 139]

Well, this escalated quickly! :wink:

[pete_auau 1,152]

That's a knowledge base! All the flight sim companies I've dealt with allow you to directly contact them. Supposedly I could raise a ticket, but I kept getting re-directed to the page you linked, or this, a third party forum.

To quote directly from their customer support portal page 'On 25FEB10 PMDG discontinued email based support and all further support inquiries should be made through the new Support Portal.[/size][backgro

 

I take  it you know  about  that its  a separate account   where   you have  to register,  not  like  the  forum  where  your  in now

[LittlePaulio 3]

NO, I don/t work for PMDG or any other vendor. I'm a customer, just like you are. My reason for even responding to your first post is that you seemed to be assuming that the PMDG is at fault, without providing any further information other than you were declined for having an "incorrect address". Since credit card purchase rejections come from the credit card provider, and not the ecommerce vendor, I was curious as to why you were so certain that the fault lay with PMDG.

 

The fact that you use auto-fill for your CC info, and that it has worked for purchases at other locations may indeed mean that the PMDG ecommerce system is mangling the address information sent to your CC provider - or it may not.

 

As I said in my first post, and will say again: at the very least, you can contact your CC customer service, who can tell you precisely WHY the purchase was rejected - i.e. what (specifically) it was about the information that was transmitted by the PMDG system that was "wrong". That might provide the very evidence to justify the accusation that you are making - (that there is something amiss with the PMDG ecommerce system).  

 

As far as not being able to directly contact a customer support representative at PMDG , that is just plain wrong. You register at the support portal, which only takes a few moments (and only has to be done once), and then log on and submit a ticket. The two times I've ever had to use the ticket system, I had a response from the company within a matter of minutes - and on the weekend no less.

 

You cite Flight1 as being "different" (better?) in this regard, but I don't see your point. For any problems with their ecommerce system - i.e. problems with purchases or credit cards, you have to submit a ticket to Flight1 as well... no different than PMDG.

 

I find it interesting that you would be so quick to assume that I am associated with PMDG just because I questioned the logic of your reasoning. In your first post you simply stated that your credit card got rejected and therefore you would never do business with PMDG again. I don't have to be an employee of a company, or even particularly LIKE a company, to see something essentially unjust in presenting your case in such a manner. If that means I have "poor people skills" so be it. If you didn't want to be responded to, then what was the point in even making your first post in a public forum? 

You're correct in all your assertions, I was not having a great day and for some reason (pointless I know), I decided to complain about it on an internet forum.

I apologise for any offense caused Jim, I'm the one with the poor people skills. I appreciate now that you were just trying to help.

 

For what it's worth, 99% of my sub 100 posts on here have been trying to help people with pc or networking problems. But never flying advice- I'm a terrible pilot and I can barely land the default Cessna 172 at times! And this was my first (and last I promise) pointless rant

 

Just to clarify Jim what I said about PMDG losing a customer, I did mean for that particular product. In any case the iFly is probably going to take me a couple of days just to get off the ground. Hopefully when I get around to buying a PMDG aircraft my pc will have been upgraded sufficiently to enjoy those amazing cockpits at a more acceptable frame rate. I was also wondering if there are any third-party vendors who sell their products? I won't blame anyone for not answering!

 

I also wasn't in the mood for registering for yet another site Pete, so it's my own fault that I didn't realise that that was how you access the ticketing system.

 

So, once again, apologies in particular to Jim, and also to you Wes, I know you were just trying to give advice. I was just doing my level best to be a d-bag!

 

Sorry!

[77west 139]

You're correct in all your assertions, I was not having a great day and for some reason (pointless I know), I decided to complain about it on an internet forum.

I apologise for any offense caused Jim, I'm the one with the poor people skills. I appreciate now that you were just trying to help.

 

For what it's worth, 99% of my sub 100 posts on here have been trying to help people with pc or networking problems. But never flying advice- I'm a terrible pilot and I can barely land the default Cessna 172 at times! And this was my first (and last I promise) pointless rant

 

Just to clarify Jim what I said about PMDG losing a customer, I did mean for that particular product. In any case the iFly is probably going to take me a couple of days just to get off the ground. Hopefully when I get around to buying a PMDG aircraft my pc will have been upgraded sufficiently to enjoy those amazing cockpits at a more acceptable frame rate. I was also wondering if there are any third-party vendors who sell their products? I won't blame anyone for not answering!

 

I also wasn't in the mood for registering for yet another site Pete, so it's my own fault that I didn't realise that that was how you access the ticketing system.

 

So, once again, apologies in particular to Jim, and also to you Wes, I know you were just trying to give advice. I was just doing my level best to be a d-bag!

 

Sorry!

 

I believe you can get PMDG through Aerosoft, BUT you will be a little delayed in receiving updated installers etc.

 

In reference to your adventures trying to take off, PMDG has very, very good, precision manuals (see what I did there) and some excellent tutorials to help you understand it all. That is part and parcel of what you are paying for.

 

Well not you, obviously, but some people. (That's was a joke and movie reference before I upset anyone)

 

EDIT: Well done for apologising it does not happen too often on here and you earned my respect because of that. I understand the frustration that you may have been going through but we are really all just here to try to help. If you need any further assistance just let me know, if I can't help, I can at least attempt to point you in the right direction.

[pete_auau 1,152]

I also wasn't in the mood for registering for yet another site Pete, so it's my own fault that I didn't realise that that was how you access the ticketing system.

Doesn't  take  long  to register  under  a minute      anyways I would  still  raise  a ticket   with  the pmdg   ticket  system  since  there  was   a  issue  with your trying  to purchase  the ngx.  Could be  a number  of  reasons  which  will come  apparent  when you raise  a ticket  if  you decide  to do  Iam surprised  that Kyle  hasnt  come  to this party  yet:) which iam sure  he  can  shed  some  light  to this

 

[77west 139]

pete_auau, on 19 Oct 2015 - 10:53 PM, said:

Doesn't  take  long  to register  under  a minute      anyways I would  still  raise  a ticket   with  the pmdg   ticket  system  since  there  was   a  issue  with your trying  to purchase  the ngx.  Could be  a number  of  reasons  which  will come  apparent  when you raise  a ticket  if  you decide  to do  Iam surprised  that Kyle  hasnt  come  to this party  yet:) which iam sure  he  can  shed  some  light  to this

 

 

Indeed, who has taken Kyle and what have they done to him? I went to work today expecting the enjoyment of a scathing response or two, and what do I come back to but deafening silence! :wink:

 

Just jokes of course, he or another member of the PMDG team who has the ability to look into the system would be the best to speak to, which is why I suggested the ticket system, as then even if the forum regulars are away, someone at PMDG HQ would see the ticket.