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How to contact PC Aviator

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Hopeless. just annoying to deal with.

Seem full of good intentions....the road to hell is paved with them!

I will not consider dealing with them until they deliver what is paid for.

You pays your money...they take it....and then you are stuck!

Why offer a discount code that is expired before its expiry date...that is PC Aviator folks!

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I’ve written to them twice in the last few days asking for the latest version of SimStarterNG to be made available.

Not heard anything back despite their promise they reply in 24-48 hrs.

Their service doesn’t seem as good these days. 🙁

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Ray

Which of the PCA stores are you talking about - the US one or the Australian one?

Although my understanding is that they have a common ownership, they have different product ranges, different managers and, from what I have experienced, different administrative and customer relations styles - not so much a Tweedledum and Tweedledee comparative experience as a chalk and cheese one.

I have consistently had a very good customer experience with Dean at the Australian store.

Gary

 

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Gary,

It's the US one. Maybe the 4th Juiy holiday has had an impact but this isn't the first time they're slow to respond or not at all sometimes.

I've asked on the SimStarterNG support forum over at Aerosoft if the author can make contact behind the scenes.

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On 7/6/2018 at 4:02 AM, Ray Proudfoot said:

It's the US one. Maybe the 4th Juiy holiday has had an impact but this isn't the first time they're slow to respond or not at all sometimes. 

PC Aviator does not provide support for products like SimStarterNG unless there was a problem purchasing the product such as you did not get a link to the download.  I do not think support type questions will be answered unless there was a problem with the download.  They have always responded immediately to me after telling them about a corrupted part of a MegaScenery download.

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Jim,

After posting on the Aerosoft forum I discovered I could download the update from them after registering the product.

But PC Aviator are doing a disservice to their customers by not making the latest version available for new customers. I wasn’t asking for support. Just that they make the latest version available for new customers and those wishing to update.

I imagine the reason you got a quick reply was it could affect sales.

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This thread reminds me that I have never had a reply to a message I sent them some months ago about an error in my order history. I have now sent them a further message and it will be interesting to see whether I receive any response. Not good customer service for a company from whom I have made many purchases!

Bill

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I have unanswered emails from years ago. Wouldn't go near them now

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21 hours ago, Ray Proudfoot said:

But PC Aviator are doing a disservice to their customers by not making the latest version available for new customers.

For AVSIM Online!, we have a portal where customers can gain access to modify their advertisement or renew.  I would think these commercial stores would have a similar method where the developer can sign into his product account and upload an update immediately.  So, perhaps it is not an issue with PCA but with the respective developer?  If that is not the case, then the store owner needs to immediately contact the developer(s) as soon as he knows there is an update to one of the thousands of products sold on PCA and get it uploaded to him/her so he can get it posted before product owners complain. 

I would hate to own an FS commercial store with all the complaints I have seen lately on AVSIM Online! as it is Simming's Premier Resource for news and information and it is well-known that posting here can do much damage to a commercial store owner (and individual developers) if they do not have their ducks in order.  Not sure if I'm proud of that fact!

4 hours ago, scianoir said:

This thread reminds me that I have never had a reply to a message I sent them some months ago about an error in my order history. I have now sent them a further message and it will be interesting to see whether I receive any response. Not good customer service for a company from whom I have made many purchases!

Bill

I understand they updated their system and all of the products you own should be synced and showing up.  In my case, I have hundreds of purchases and my order history is unscathed and in order.  Hopefully you have a backup as they suggest. 

 

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56 minutes ago, Jim Young said:

For AVSIM Online!, we have a portal where customers can gain access to modify their advertisement or renew.  I would think these commercial stores would have a similar method where the developer can sign into his product account and upload an update immediately.  So, perhaps it is not an issue with PCA but with the respective developer?  If that is not the case, then the store owner needs to immediately contact the developer(s) as soon as he knows there is an update to one of the thousands of products sold on PCA and get it uploaded to him/her so he can get it posted before product owners complain. 

I would hate to own an FS commercial store with all the complaints I have seen lately on AVSIM Online! as it is Simming's Premier Resource for news and information and it is well-known that posting here can do much damage to a commercial store owner (and individual developers) if they do not have their ducks in order.  Not sure if I'm proud of that fact!

I posted on Aerosoft and asked how to get the latest version. Mathijs replied in a few words saying he would check. Then, the author of SimStarterNG pointed me to the Aerosoft database where I could download the update once I entered the serial number.

Neither gave any clue as to how the update process works with external retailers.

I have posted a third and hopefully final message to PCA (US) and advised them it's in their profession interest to read and respond to this discussion. Let's see if that does anything. They have still to update to the latest version of SimStarterNG.

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1 hour ago, Jim Young said:

So, perhaps it is not an issue with PCA but with the respective developer?  If that is not the case, then the store owner needs to immediately contact the developer(s) as soon as he knows there is an update to one of the thousands of products sold on PCA and get it uploaded to him/her so he can get it posted before product owners complain. 

That is not the case.  After asking PCA to update one of their files and receiving no response, I started interacting directly with the developer.  The developer asked PCA multiple times to update the file.  Finally after a couple of weeks, the developer gave up and e-mailed me a dropbox link to download the new file.

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2 minutes ago, Greggy_D said:

The developer asked PCA multiple times to update the file.  Finally after a couple of weeks, the developer gave up and e-mailed me a dropbox link to download the new file.

Thanks for that info.  That's sad.  The update release should be immediate or the product removed from the store if that is not possible.

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1 hour ago, Greggy_D said:

That is not the case.  After asking PCA to update one of their files and receiving no response, I started interacting directly with the developer.  The developer asked PCA multiple times to update the file.  Finally after a couple of weeks, the developer gave up and e-mailed me a dropbox link to download the new file.

You've helped me make up my mind. I will not be buying any more software from PC Aviator. They have only themselves to blame for this. if you ignore your customers you're on a slippery path.

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Yes, think I will do the same but every Tuesday they have 10% off every product on top of any developer sale and I'll miss those.  Will have to think about this a bit more.... 

 

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28 minutes ago, Jim Young said:

Yes, think I will do the same but every Tuesday they have 10% off every product on top of any developer sale and I'll miss those.  Will have to think about this a bit more.... 

 

You have to wonder if that policy is sustainable in the long term.

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The weekly 10% sales have been for going on for years. And then there is their popular MegaScenery which also goes on sale periodically.  If you need photoscenery, they are one of the popular Sources.  I do not think anyone here at AVSIM can possibly put them out of business as there have been several unsuccessful attempts.  They have been around since FS was FS.  Not trying to protect them as I think you do deserve a response to a request for support even though they have nothing to do with the product support (such as, support for this product is provided by XYZ developer. Please contact them and request they send any updates to product updates@PCA.com).

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Hi everyone. 

I am passing this information onto the U.S. store staff so it can be addressed.

 

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All some of us are asking for is that PCA US updates their files when new versions are made available by the developers.  I completely understand that some slip through the cracks, even on your end Dean.  The main difference is when I e-mail you, Dean, you correct the files within days and respond back.  Our requests to PCA US seem to fall into a black hole, never to be heard from again.

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6 hours ago, PCAviator said:

Hi everyone. 

I am passing this information onto the U.S. store staff so it can be addressed.

 

Thank you Dean. The US branch is letting down the name of PC Aviator. Hopefully they'll appreciate the importance of good customer service.

@Jim Young, I'll ask Aerosoft how the update process works. I agree the author of the program should initiate notifications to other retailers that a new version is available.

Edited by Ray Proudfoot
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15 hours ago, Ray Proudfoot said:

Then, the author of SimStarterNG pointed me to the Aerosoft database where I could download the update once I entered the serial number.

Thanks Ray

I didn’t know I could do that. Your sharing of this info is appreciated.

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19 hours ago, Jim Young said:

I understand they updated their system and all of the products you own should be synced and showing up.  In my case, I have hundreds of purchases and my order history is unscathed and in order.  Hopefully you have a backup as they suggest

My order history is fine apart from one item (a Carenado aircraft) where the order is described as ‘failed’ rather than ‘complete’ and the download link for this is no longer present.

I cannot however understand why it is listed as failed as PC Aviator have been paid for the order (confirmed on my PayPal history) which I was able to download at the time but the link has since disappeared! In terms of the original download this is not a problem as I back everything up but I would like to be able to download any update that may appear for this in the future, which is why I have asked them to amend the error. 

I know mine is a minor issue but one would have thought that good customer service would merit a response within 3 months!

Bill

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I've ordered quite a bit through PCAviator through the years. I've had no issues to speak of.

Hope they stay a solid and decent e-seller.

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6 hours ago, VeryBumpy said:

I've ordered quite a bit through PCAviator through the years. I've had no issues to speak of.

Hope they stay a solid and decent e-seller.

To be fair to PC Aviator, the problem I described above is the only issue I've had with them in around 70 transactions and should be a simple issue to resolve - it would just be good to see that happen or at least have some response to a polite support request!

Bill

 

Edited by scianoir

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Bill,

Please provide your order number for the order in question and I will take a look for you.

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