Jump to content
Sign in to follow this  
hjsmuc

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

Recommended Posts

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.

Share this post


Link to post
Share on other sites

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?

  • Upvote 5

100%75%50%d8a34be0e82d98b5a45ff4336cd0dddc

0D8701AB-1210-4FF8-BD6C-309792740F81.gif

Patrick

Share this post


Link to post
Share on other sites

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.

  • Upvote 4

Alan Bradbury

Check out my youtube flight sim videos: Here

Share this post


Link to post
Share on other sites

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.

  • Upvote 1

I7-6700k 32 gig RAM, NVIDIA GTX-980 TI 6G RAM, GTX-460, Saitek X55 throttle, Combat rudder pedals, CH Eclipse yoke,TrackIR 5, 5 monitors (main is 40" 4k), Corsair K95 RGB k/b, Win 7 x64. X-Plane XP 11.1+

Share this post


Link to post
Share on other sites

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


Sometimes I have to admit to myself:
"Si tacuisses, philosophus mansisses"

 

Share this post


Link to post
Share on other sites

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.


Jim Shield

Cybersecurity Specialist

Share this post


Link to post
Share on other sites

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.

  • Upvote 4

From EGFF to YSSY

Share this post


Link to post
Share on other sites

 

 


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.

Share this post


Link to post
Share on other sites

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.

  • Upvote 8

Eddie
KABQ

Share this post


Link to post
Share on other sites

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.

  • Upvote 2

X-Plane and Microsoft Flight Simulator on Windows 10 
i7 6700 4.0 GHz, 32 GB RAM, GTX 1660 ti, 1920x1200 monitor

Share this post


Link to post
Share on other sites

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

I'm just saying, you're almost never going to get satisfaction on a public forum. I hate to say it, but you may just have to cut your losses on this one and avoid the vendor in the future.

Share this post


Link to post
Share on other sites

 

 


I hate to say it, but you may just have to cut your losses on this one and avoid the vendor in the future.

 

Might be true for the future, but unfortunately this particular product is helpful and I would like to use it in the future. Now, you could argue that a simple solution would be to pay another 20 bucks, use another email address and identity and buy it again, thus avoiding any repercussions. But I would really feel scammed then, paying twice for it. 

  • Upvote 1

Hans

Share this post


Link to post
Share on other sites

Might be true for the future, but unfortunately this particular product is helpful and I would like to use it in the future. Now, you could argue that a simple solution would be to pay another 20 bucks, use another email address and identity and buy it again, thus avoiding any repercussions. But I would really feel scammed then, paying twice for it. 

 

Nah, don't pay twice, that only rewards the bad behavior on their part.  Just know you aren't alone and we all struggle with the same issue with them.  They will help you eventually, it's just a stupidly painful process.

  • Upvote 1

Share this post


Link to post
Share on other sites
Guest
This topic is now closed to further replies.
Sign in to follow this  

  • Tom Allensworth,
    Founder of AVSIM Online


  • Flight Simulation's Premier Resource!

    AVSIM is a free service to the flight simulation community. AVSIM is staffed completely by volunteers and all funds donated to AVSIM go directly back to supporting the community. Your donation here helps to pay our bandwidth costs, emergency funding, and other general costs that crop up from time to time. Thank you for your support!

    Click here for more information and to see all donations year to date.
×
×
  • Create New...