i am begging for x-aviation to answer support

[Patriot3810 182]

5 days ago i requested a hardware reset for my ixeg 737, i had to update my bios today and upgraded to the windows 10 creators update and knew it would trigger a hardware change, i don't know how else to get these people to answer, it says support in 3 days or less, here i am 5 days later, what am i suppose to do to get these people to reset my hardware, i don't want to put a second ticket in because it says it will delay the process, last time it took 3 weeks. i am not spamming, i paid 75,00 for this plane and want to use it, i don't know where else to turn to get these people to answer, this support is behond horrible,i will never buy another product from them again, but i want to use want i own, i am at my wits wnd with this company, what am i supposed to do?

[Jimm 437]

Wait and fly something else.  I know that sounds cold, but with recent rants here in the X-Plane forums from others, all these threads do is incite anger and frustration.

[Gavenger 18]

I assume you sent an email to Cameron on x-aviation website with the pertinent ticket details?

[Patriot3810 182]

yes sir i did, i sent a ticket in through the website

[Gavenger 18]

Then as Jimm has stated, you'll just need to wait a bit longer.  Not ideal at all I understand.  Alternatives will make you even less happy.

[GoranM 3,763]

Make sure you received a support ticket reference number.  If you didn't, your support ticket did not go through.

[Phantom88 3,287]

I feel your pain,I really like X-Aviation Developers and Thier Fantastic Products,But they urgently need to take a long hard look at their support system and make sure it better serves Thier Patrons.

[rototom 198]

Yeah, and Cameron was the guy that gave me the big spiel about not criticizing their customer support. There's a thread every week about them not doing something right. We can all learn from this...

[GoranM 3,763]

Give it a rest, guys.  What are you hoping to accomplish?

[Kuragiman 227]

This ideology that you just have to grin and bare it is non-sense, especially when dealing with high priced software packages.   If you state somewhere that you are going to do something in X number of days you do it and if you fail to supply the service and get bad mouthed about it it is your company's fault, not the buyers.    Stop defending bad customer service practices with lame 'tough!  Deal with it' responses.    If you want to be in the big boy league and make payware you better be ready to deal with the support requests that come with the territory, especially if you have laid down expectations in writing for all your customers to see.    They said 3 days turn around.  They failed.   The customer has a right to be irritated at that point.   If you can't handle 3 day ticket turn around then up it to something you can handle so at least the buyer is informed how long they'll have to wait go get help.

[GoranM 3,763]

2 minutes ago, Kuragiman said:

This ideology that you just have to grin and bare it is non-sense, especially when dealing with high priced software packages.   If you state somewhere that you are going to do something in X number of days you do it and if you fail to supply the service and get bad mouthed about it it is your company's fault, not the buyers.    Stop defending bad customer service practices with lame 'tough!  Deal with it' responses.    If you want to be in the big boy league and make payware you better be ready to deal with the support requests that come with the territory, especially if you have laid down expectations in writing for all your customers to see.    They said 3 days turn around.  They failed.   The customer has a right to be irritated at that point.   If you can't handle 3 day ticket turn around then up it to something you can handle so at least the buyer is informed how long they'll have to wait go get help.

You're absolutely right.  Which is why I just did a straight copy and paste from their contact page.

We will reply as soon as we are able and will endeavor to reply within 3 days, but usually quicker.

Nowhere does it say you are guaranteed a reply in 3 days or less.  I suggest you read things correctly or stop misquoting people.

[Minos 26]

25 minutes ago, Kuragiman said:

This ideology that you just have to grin and bare it is non-sense, especially when dealing with high priced software packages.   If you state somewhere that you are going to do something in X number of days you do it and if you fail to supply the service and get bad mouthed about it it is your company's fault, not the buyers.    Stop defending bad customer service practices with lame 'tough!  Deal with it' responses.    If you want to be in the big boy league and make payware you better be ready to deal with the support requests that come with the territory, especially if you have laid down expectations in writing for all your customers to see.    They said 3 days turn around.  They failed.   The customer has a right to be irritated at that point.   If you can't handle 3 day ticket turn around then up it to something you can handle so at least the buyer is informed how long they'll have to wait go get help.

Don't dare state that these recurrent customer service challenges, which are harmful in the long term to the entire X-Plane community, and to the whole Flight Simming community for lack of credible alternatives, which primarily surprise newbies possibly accustomed to better customer service elsewhere, and which end-up burning them after one of their first purchase, is a problem.

Because if you do so, you are "disparaging" developers and this is not tolerated on these board. Don't even try.

So with all due respect, you're only alternative is to pony up with your credit card (once) but keep your mouth shut and stay low (forever). :-)

Minos

[rototom 198]

1 hour ago, GoranM said:

You're absolutely right.  Which is why I just did a straight copy and paste from their contact page.

We will reply as soon as we are able and will endeavor to reply within 3 days, but usually quicker.

Nowhere does it say you are guaranteed a reply in 3 days or less.  I suggest you read things correctly or stop misquoting people.

3 days is ridiculous. Every time I've emailed the org store, I got a reply within a few hours. 3 days is a low standard and they can't meet that?

Personally, I appreciate the feedback from other people as it protects me from headaches. Don't agree? then ignore it.

[GoranM 3,763]

7 minutes ago, rototom said:

3 days is ridiculous. Every time I've emailed the org store, I got a reply within a few hours. 3 days is a low standard and they can't meet that?

Personally, I appreciate the feedback from other people as it protects me from headaches. Don't agree? then ignore it.

I hope PMDG don't read what you just said.  3 days is their standard.  And that's just 1 developer.  X-Aviation averages 3 days for an entire store with multiple developers.  That's pretty impressive, if you ask me.  Don't agree?  Then ignore me.

[rototom 198]

20 minutes ago, GoranM said:

I hope PMDG don't read what you just said.  3 days is their standard.  And that's just 1 developer.  X-Aviation averages 3 days for an entire store with multiple developers.  That's pretty impressive, if you ask me.  Don't agree?  Then ignore me.

I couldn't care less if they read it. 3 days is terrible. PMDG would need time to investigate technical issues etc, but first reply should not take 3 days. This case is not a hard question. PMDG also replies to posts on these forums and well within 3 days, so I think your point is mute. That's why you have multi-tier support.

Not surprised this is coming from a "Commercial Member".