Article: SimulatorCentral store opens with a CRAZY 75% OFF SALE!

[johnwhelan]

I purchased Trainz 2012 today and have now downloaded it but there is NO Serial number showing anywhere in my download-billing or account so I cannot install it.

Please can someone help I have sent problem tickets in but had no reply..

Have you sorted it yet? If not click on my orders and get the order details the serial number is in the order details. Have a dig in the thread that tells you how to order the details are in there.

Cheerio John

 

[kd7eirjim]

I appreciate your encouragement, I really do. This is not a simple issue of not knowing how to download the files.

First of all, I am a systems administrator for the largest technology company in the world. We are not allowed to use our company name in private matters, but I am sure that you can see that my company KNOWS HOW TO DISTRIBUTE DIGITAL CONTENT. I am one of the engineers that makes that magic happen - we've done it over a BILLION TIMES. I do not need a lesson in how to download and use files. The downloaded installer is asking for a file that is not
even a part of the download. You tell me HOW I feed a file to the installer that DOES NOT EXIST. My 30 years of IT tells me that neither you nor N3V can pull off that feat.

What they should do since THEY borked the entire situation, is to send out the boxed product FREE OF CHARGE to customers such as me that cannot get a working download from their servers.
Expecting me to pay AGAIN for the same product, PLUS shipping, is absolute rubbish! Heck, even asking me to pay JUST the shipping is rubbish - THEY professed to be able to deliver the digital
download. With my employer if a download does not work, you call or email, we give you a refund AND make sure that you get a WORKING download. We take the hit for the failure on OUR
part to deliver what we promised. N3V has done NOTHING but stall and obfuscate.

If I were the only one having such a problem, this would be an entirely different story, but I am just one of MANY with the same issue.

Since the four file download is obviously broken, and they have now switched to the six file download, WHY would they leave me stuck with the four useless files? There is no way on earth
that you will convince me that that is being good at customer satisfaction. It seems that they have stuck their heads in the sand are are hoping that we will just walk away from this mess
and let them keep our money for nothing. HA! Not going to happen with me. Everyday that they leave me in the lurch with NOTHING TO SHOW FOR MY MONEY, I escalate the issue
one more notch. Today I reported them to VISA for violating their merchant agreement to deliver the goods that they accepted payment for within the promised time frame. Tomorrow,
I file a criminal complaint. They had the audacity to CLOSE MY FIRST TICKET without even asking if anything was fixed.

I WANT to believe that they care about their customers, but they are working overtime to make that an impossibility.

 

[BD1]

I am chomping at the bit to order.

My total without the boxed TS12 is @$ 49.72, vs $ 72.10 includng the BOXED TS12 (even though shipping is $ 9.90, I just prefer a disc).

How many people are having problems ? I would surmize just a handful are having problems, vs hundereds of satisfied customers ?

Even though N3V is a relitivly small company, I trust in N3V and their fine crew, and I would hope that "support" would be offered "after the sale ends" for any legitimate complaints, or any discrepencies.

 

[Tony_Hilliam]

Ok - I've closed the thread since this is getting out of hand. Pointing out problems and identifying solutions is fine, but calling our company fraudulent scammers and filing criminal complaints requires that I defend our actions.

Firstly, WAB1189 - it's good to see that your credit card issue has been sorted out. We will add the "foreign card" issue to out FAQ so that other customers know to contact their bank as well.

BD1 - you are correct. Many hundreds of people with no problems, a number that had problems until we fixed our process, and a handful remaining with problems.

KD7. I am going to answer you privately in detail through the ticket process and sort out your problems personally.

However, please re-read what you have said and think again. Do you seriously think that we are "working overtime" to annoy our customers? There are less than 1% of our customers with a problem that hasn't been solved. Does that mean we are scamming the 1%? I can assure you we are doing as much as we can to ensure everyone is happy.

You also claim to be one of MANY with the same issue. In fact there were two people whose orders were mid-processing when we changed from the 4 file TS12 download to the 6 file. We don't quite know how, but you've ended up with 4 of the 6 files required. You have been re-issued a new download and I have included some additional add-on content as part compensation for the inconvenience.

For your edification, the 4 file setup or the 6 file setup work in the same manner. At the time we weren't 100% sure of the file download problems some people were having so we decided to remove one possible cause. Since the 4 files have been downloaded and installed by hundreds of people, I can assure you that there was nothing wrong with the original files.

King Conrail. I am also going to answer you privately in detail through the ticket service and sort out your problems personally.

However, the FAIL you have given us for your expired downloads is in fact a PASS since when you disputed the order with Paypal, they refunded you your money Sept 25th and cancelled the order. Please check your support ticket shortly for an update.

Regarding the timeout issue, I was informed by my technical team that there are no timeouts on the file downloads. I conveyed this information to the customers. This information is technically true. However, it then became apparent that some download managers would try periodically to reconnect to the download page, but the timeout of the customer login prevented this. My lesson there is to ask "are there any systems that time out" rather than the more specific "is there a timeout on the file downloads".