deepblueskyy

Warning! Credit Card Errors During Xmas Sale

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My credit card was billed twice by Carenado and it said the transaction failed both times. My account shows no downloads for my purchase and the aircraft are still in the shopping cart.

I am now out $90 USD and Carenado has not yet responded through their customer support.

Beware if you're trying to purchase anything during the sale. There is clearly a bug they need to resolve.

 

 

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Thanks, I was trying to buy last night and ran into the same problem.  Tried twice and both times got a failure and no download links.  I'll have to check my card and see if I was billed.

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I had this problem a few weeks ago when purchasing the Cheyenne III. It took Carenado a few days to straighten it out after submitting a ticket. I just picked up another plane during the sale and had no issues, but I used Paypal this time.

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I checked my credit card, I have two pending transactions showing up, but never received any order confirmation.  I put a support ticket in with Carenado, hopefully they can get it sorted out.

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I had the same problem last night (Australian time) when trying to purchase the Cheyenne III. Its the third time this has occurred when trying to purchase through their web store. They have rectified the other times pretty quickly and I hope they fix this one likewise. Glad I'm not the only one this is happening to...(not glad you other guys are having problems of course!).

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I still have an open ticket with Carenado support. As far as I can tell there aren't many ways to get in touch with someone. I have been a long time customer of Carenado and I want to give them the benefit of the doubt before I begin the process of disputing the charges with my bank. I hope they get it together before they tarnish their reputation in the sim community. 

 

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 I try to channel my Amex usage through PayPal for security and have made 3 successful purchases with Carenado in the last two days.

I'm sure the problem will be sorted once they know.

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It seems as though it is only direct credit card transactions that appear affected. I haven't had a response from Carenado regarding my transaction, despite lodging a support ticket last week, and a follow up email asking for any update.

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Both my pending transactions dropped off my card without posting, which is good.  I did finally hear something back from Carenado today asking what I was purchasing.

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Several years ago, I had an accidental double transaction on one item purchased. I submitted a support ticket with the transaction and explanation. Their response was, credit or refund. I chose the refund and they corrected the mistake. Maybe right now its a busy time for them with the sale.

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I'm still waiting as well. This has been a big time reminder that vendors like Carenado are located all over the world and have virtually no way to reach them other than email so if they make a mistake or commit fraud your only recourse may be to dispute the charges with your bank/credit card and hope for the best.

I am still hopeful Carenado will make this right but I am now wary about making any large purchases from them at one time.

 

 

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18 minutes ago, deepblueskyy said:

I am still hopeful Carenado will make this right

Are the purchases still pending or did they actually post?

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I just checked my account and the charges have dropped off.

This is good news but I don't understand why Carenado support didn't let me know and has had very sparse communication during this whole thing.  I don't blame Carenado as I think the problem is with their credit card vendor. I do think they could do a better job of communicating through their support.

 I won't be making any more binge purchases during sales. It seems like it may be safer to spread them out so the individual charges are small. 

I wish everyone the best of luck.

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I hate to report that the charges DID in fact hit my account and I have had a terrible time getting a response from Carenado. They only respond with a short form letter saying that they'll look into the matter. They are ruining their reputation with me.

My only recourse now is to report the charges to my credit card and let their fraud department handle it.

Please let this be a lesson to anyone who deals with Carendao. Unlike other Flight Sim developers, they don't seem to have people out there you can contact directly.  I have often had full conversations on forums with other developers who helped me when I had a problem.

I like Carenado's aircraft but they need to make this right with their customers. Right now I feel totally screwed.

I'll update if I have anything more to report.

Happy Holidays everyone!

 

 

 

 

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Don't understand that one. You wrote that Carenado did respond and that they will look into that matter and further down you wrote that you can't contact them directly?

Furthermore they belong to the few developers which offer refunds easily and/or offer you to choose another product. 

 

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Yes, they responded with a form letter saying "we'll look into it" but I haven't heard back in days. Meanwhile, the charges that were pending actually processed so now I have over $90 in charges and no refund has been offered.

Maybe your experience has been different but mine has been a nightmare. I tried to contact their credit card vendor "transbank" but it's Italian and very difficult to contact them as well. The language barrier doesn't help but I've had very good experiences with other developers based in Europe.

Most developers can be reached in a forum and have a conversation, like we are having here.  Carenado only communicates with generic form letters. I'm not even sure they know what the problem is. There is a major flaw in their customer service that I am trying to expose so that others don't suffer the same fate.

As I said, I will update when/if I get this situation resolved.

Right now I say everyone is taking a leap of faith by buying a Carenado product.

 

 

 

 

 

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I also run into troubles. I was charged but got no aircraft in my account. I wrote them and had to wait 7 day until I got an answer. I immediately got the aircraft then. They said, they had a lot of support tickets. I felt like they announced the Xmas sale and went away for a vacation.

However, I already sent my creditcard a request to draw back my money, which was then obsolete. When I called my credit card support line, they didn't offer this possibility, which I only found online on the credit cards website. 

However, I will no longer buy directly with Carenado, but 3rd party resellers, like Simmarket etc. I never had problems there. 

Their support is pretty weak. I takes too long, when they need a week to answer. Last time I had ctd's I asked for help and they just offered me another aircraft. That may solve a problem, but was not what I expect from support. 

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I believe the issue has finally been resolved. I ended up disputing the extra charges with my credit card company and that got Carenado's attention. They issued a refund of the extra charges. However, to add insult to injury they accidentally deactivated the new aircraft in my account so I had to contact them again. They quickly reactivated the aircraft and sent me a brief message apologizing for the trouble.

 

On 12/16/2017 at 11:15 PM, blaunarwal said:

However, I will no longer buy directly with Carenado, but 3rd party resellers, like Simmarket etc. I never had problems there. 

 

  I think the above poster's solution is the best way to purchase Carenado aircraft in the future.

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