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The arrogance of some vendors is amazing - guess who's it

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After waiting days and days for a license reactivation I asked politely on the forum whether my ticket might be considered to be worked on. The answer I got from Mr. Cameron was:

 

"The forums are not to be used as a means for speeding up or checking up. Such posts will be subject to deletion."

 

Well, I wonder what a support forum is for if not for checking up on issues.

 

 

 

 

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I would agree that the policy violation is relatively minor; assuming it's documented. Taking you're money was easy though.

 

I'm done with X-Aviation. Because of the attitude, but mainly the pricing. Smells bad to me.

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That's exactly the point, it's all about attitude. Things can go wrong and often users make stupid mistakes. But a good vendor tries to help nevertheless. I am the last to bother them with questions, I ask myself through forums, I google the whole Internet and I try to fix my stuff alone before opening a ticket. But sometimes you have to and then you find out whether you bought the right product at the right store. Well, nothing I can change about it but at least a little venting helps. 

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After waiting days and days for a license reactivation

 

It's like Bill Murray experienced Groundhog day, a repeating story. I hope that sometime great guys like IEXG decide to sell their product at an additional shop.

Tom

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I hope that sometime great guys like IEXG decide to sell their product at an additional shop.

 

Good point, guess why I didn't buy that bird yet.

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I'm quite turned off by having to have licences activation's manually reset in this day and age.

 

I bought the DC3 installed it into XP10 and XP11 on the same computer and had to activate the DC3 twice. Built a new rig, moved my X-Plane SSD over to it, reactivated DC3 for XP10 and ran out of activations so I cant get it activate for XP11 on the same damn computer.

 

Now it sounds like getting an activation reset will be a royal pain in the butt :(

 

Sounds like someone should reevaluate their business model. Don't have this issue with any other Vendor.

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I'm quite turned off by having to have licences activation's manually reset in this day and age.

 

Another good point. I understand that vendors want to prevent piracy. On the other hand, they need to understand that we live in a time where beta's, hardware upgrades and failures, multiple device use etc. are the norm. If they want to restrict the use they should be very clear with that upfront. After initially being against it I now like ORBX's Central model. It has some glitches but generally it does a good job of administrating user's licenses and downloads without much intervention of the seller. 

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Another good point. I understand that vendors want to prevent piracy.

 

But it cant be done and all such vendors accomplish is to make life hard for their customers.

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It's absolutely ridiculous how many customers of XA have had this exact same issue. It's become a meme at this point, incredible!

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I hope they sort out whatever issue they have at the moment as this is probably the tenth of such threads that have appeared about this in the past month or so. 

 

Whether we all like DRM or not (and I hate it), it looks like it is here to stay, and problems like this will continue to plague us.

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It's like Bill Murray experienced Groundhog day, a repeating story. I hope that sometime great guys like IEXG decide to sell their product at an additional shop.

Tom

 

That's the most frustrating part.  Both IXEG and LES make great planes, but only sell them at X-A.  I too went round and round with X-A for weeks trying to get a download link reset.  Honestly, I'd rather have been at the dentist than deal with the X-A crew.

 

It's a shame because they don't seem to even realize why so many of us get frustrated.

 

I of course wish them the best as they have been around a long while, but would sure buy from anywhere else first given the choice.

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Whether we all like DRM or not (and I hate it), it looks like it is here to stay, and problems like this will continue to plague us.

The only way to beat piracy is to offer a better service - Steam has done it for games with frequent sales, quick downloads and convenient auto-updates, despite DRM. Netflix is a huge success because it offers hassle free streaming at low prices and no ads, again, despite DRM.

 

X-Aviation tries to succeed by monopoly on certain addons and open contempt towards their customers, because we often needlessly regard developers and publishers as fellow enthusiasts who enrich our hobby instead of businesses who want us to pay them for sub-standard service.

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Whether we all like DRM or not (and I hate it), it looks like it is here to stay, and problems like this will continue to plague us.

 

But there are plenty of "self-service" license reactivation solutions available.  It's falls on the vendor if they want to utilize them or not.

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Hopefully, threads like this will give developers second thoughts about distributing through X-Aviation. The ones that do are clearly losing sales. I would love to buy the IXEG 737 but it won't happen.

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What they will eventually realise, is the place we choose to buy stuff and to some extent what we choose to buy, is at least in some part dicated by how user-friendly our experience is as a customer, and we all end up sooner or later with a mental list of onlines stores and indeed developers which we personally avoid because they don't offer a user-friendly experience.

 

I'm willing to bet every simmer has a list like that in their head. High on my list - but not exclusively so -  are places which give you any of the following:

 

'oh you need to pay another fiver to 're-activate' your download.'

 

'send us an email from that email address you got rid of ten years ago when you originally registered and bought something for FS9.'

 

'quote the credit card number, from the card you no longer posses which you used from when you bought that thing off us five years ago.'

 

'you'll get an activation email for your purchase within the next year or so.'

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After waiting days and days for a license reactivation I asked politely on the forum whether my ticket might be considered to be worked on. The answer I got from Mr. Cameron was:

 

"The forums are not to be used as a means for speeding up or checking up. Such posts will be subject to deletion."

 

Well, I wonder what a support forum is for if not for checking up on issues.

 

Support forums are usually for general questions and discussions about technical issues and are almost never used for individual follow-up with a specific customer.  Honestly, you'd likely get the same response at any other technical support forum.  Just my observation.

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Support forums are usually for general questions and discussions about technical issues and are almost never used for individual follow-up with a specific customer.  Honestly, you'd likely get the same response at any other technical support forum.  Just my observation.

But what if you get no response from their ticket system?

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Support forums are usually for general questions and discussions about technical issues and are almost never used for individual follow-up with a specific customer.  Honestly, you'd likely get the same response at any other technical support forum.  Just my observation.

 

 

Whilst that is true, I would contend that if someone has been waiting days for a response and they've tried the 'correct' channel for such an enquiry and been ignored, then don't blame 'em for going on the forum to see what the problem is.

 

Some vendors are better than others in this respect, for example, one which has always impressed me is Virtualcol. They make - by their own admission -  cheap and cheerful FS add-ons which are 'built to a price'. I've got fancy 100 quid plus PMDGs, FSLs etc, but I also I like inexpensive add-ons for their simplicity and high FPS. Price notwithstanding, as simple and inexpensive as their products are, Virtualcol's support is anything but cheap and cheerful, they've bent over backwards to help me with support issues in the past with emails, suggestions and all sorts of help, and that was for a product which only cost me a tenner. Some other vendors and developers could learn a thing or two from that, because I will keep buying Virtualcol's stuff and supporting them, because they have supported me; what goes around comes around.

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Hopefully, threads like this will give developers second thoughts about distributing through X-Aviation. The ones that do are clearly losing sales. I would love to buy the IXEG 737 but it won't happen.

I doubt it. The problems with customer service at XA have been going on for a long time. They don't seem to care.

 

I feel sorry for the developers who use that site. Some people simply will not buy from them, so IXEG and LES are certainly losing out on sales. But I guess they are locked into some sort of contract, so probably are just as frustrated as we are.

 

I will still buy from them myself as the IXEG and the SAAB are so good. But I don't expect any support.

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Support forums are usually for general questions and discussions about te

 

Usually if you buy something, you get what you bought. If not, you need support.

Tom

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Support forums are usually for general questions and discussions about technical issues and are almost never used for individual follow-up with a specific customer.  Honestly, you'd likely get the same response at any other technical support forum.  Just my observation.

 

Yeah, but it's still where I would go for follow up. I don't care what the policy is in this case. They obviously don't want you to go on there and make people aware of their lack of response, so the best action is the one that will make them a little bit uncomfortable. Paying customers deserve some respect. They seem to forget where they would be without us.

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Well it took me ages to get my IXEG download reactivated (only 1 download ever but hard drive died with installer on it) and yeah their service is just plain horrible. One reason I decided not to bother with the cheaper Sky Maxx 4 and went for xEnviro.

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I will still buy from them myself as the IXEG and the SAAB are so good. But I don't expect any support.

 

I know for a fact that IXEG went with XA because their relationship with the ROG soured. You can see the fallout on this very forum buried in the XP forum.

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Well I hope the developers read these forums. Because it has cost them each a sale. I just moved over from FSX and want the IXEG and Saab SO badly!

 

But when I read of these inexcusable customer service issue I refuse to give XA the chance to treat me that way.

 

So I "play around" with XP but still have to go back to FSX to use real planes like Majestic Q400 and PMDG 737.

 

A shame. A black eye for XP.

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But there are plenty of "self-service" license reactivation solutions available.  It's falls on the vendor if they want to utilize them or not.

 

FWIW, I read a post recently by the Gizmo programmer over there, and he admitted that the password authorization system was embarrassingly old. I think they're working on a more conventional self-service routine for lost passwords at least. It's a pain to handle that manually, for both the vendor and customer.

 

The activation trigger also needs work, and I think they're working on that too. Apparently it was triggered recently by the latest big Windows update that changed the system footprint enough. That just shouldn't happen.

 

A higher number of allowed activations would help too, although that's more of a problem for the legacy products that aren't being updated like the LES DC-3, than it is for SkyMaxx Pro with updates over time that reset the download/activation counter. I'll probably exceed my activation limit on the LES DC-3 soon, after a couple of new computer upgrades and the move to XP11. 

 

Anyway, if they can improve this back-end stuff, then it will help going forward. It would also help if they could get someone less brusque, and with less of a hair-trigger, assumption-of-guilt attitude to handle the interface with the public for support issues. It's the curse of the small company though, with people having to wear too many hats.

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