Customer Service - Auran please read.

[Geoff_McDougall]

I have started this thread so that we can have a single place to comment on the level of customer service we get from the online store and the new helpdesk.

Some of you will have seen my increasingly desperate, some may even say abusive, posts over the past week or so about an order for TS2009 that I placed on 2 Feb, for which Auran paid itself from my credit card on 3 Feb, but which is still showing as shipping pending. For those of you who have not seen these posts, and those of other dissatisfied customers of the online shop, I urge you to look at the thread on new helpdesk feedback.

I have been involved in Trainz from the earliest days, There must now be well over 500,000 downloads of my items from the DLS, my image appears in the game (at least in TRS04 and TRS06 - don't know about TS09 because I have not yet seen it!), I have spent time on Auran stands at train shows demonstrating and selling the product and I have spent time with (now ex) Auran staff - thanks for the fish and chips and beer Lance - if you still visit this forum.

The point is I am no newbie to this game and I would normally be a staunch defender of it and of Auran. I gives me no pleasure to be posting this.

If you are not happy about the service you have received from the online store, and follow up queries from the helpdesk, then this as somewhere to have your say.

If you are happy then that is great, please enjoy the game - I still do.

Regards Driver Geoff.

 

[Dermmy]

I hear you Geoff, been there. Never again.

 

[Euphod]

I hope you get resolved soon Geoff, even though that's out of your hands. I can't help but think when you do receive 2009, you will scratch your head and wonder why you agonized over it's delivery! Best of luck, and kudo's to you for the polite and respectful post.

 

[Geoff_McDougall]

Update from Helpdesk

Message from helpdesk received today (Sunday!) assuring me that my complaint has been passed on to the online shop - again.

At least the helpdesk is having a go - thanks Alan.

Geoff.

 

[HiBaller]

Yes, Geoff, I am still here - but only fleetingly. I now have TWO help requests into the new help desk and neither one of them has been acknowledged in any way. No email return, no nothing. The first I marked as "High" and the second marked as "Critical". The first was a simple request to find out why no emails were being sent to me on thread follow-up posts.

The second was more formal and included a notification of my imminent withdrawal from the Auran Forum if Something Isn't Done - Immediately.

This condition has been going on for months now and I can hardly believe that Auran is unaware that there are a few of us not getting notification emails. I know, some of you are saying 'what's the big deal' but it IS a big deal when your close-up vision is pretty bad and you have to take many mouse clicks and page loads to find what responses have been made to your posts. It is SO much easier to simply click on the link in the email and be taken directly to the response in question.

So, this thread will be yet another one I have to try and follow - but - it will be the ONLY one I will follow from now on. I have given up almost completely on having anything happen by the Auran team.

Bill

 

[Geoff_McDougall]

Progress ...

... an update for those of you following this saga.

My Order History now shows "problem with order" and a new order has been raised by Auran with the Helpdesk promising that this order will ship out "in the coming days". Thanks for the update Zec.

I will keep you all posted.

The final (?) irony is that I will now most likely be working in Brisbane, just down the road from Auran, at the time my order reaches Hobart!

Cheers, Geoff.

 

[colhad]

Nevermind, message deleted.

 

[Geoff_McDougall]

At last ...

... 3 months after I placed the Order, and after Auran acknowledged a problem and created a replacement Order, I arrived home from Brisbane yesterday to find my copy of TS2009 on my doorstop.

Mind you, the shop still says "shipping pending" for the replacement Order - but that's their problem.

Notwithstanding all of this nonsence, I will still buy from the online shop in future as my earlier experiences were all very positive.

 

[alanti]

You got it at last

 

[amigacooke]

Hooray!

 

[HiBaller]

Excellent, Geoff. Now, if I can just get the helpdesk to acknowledge any one of my three chits we can all relax.

Bill

 

[honeymonster1971]

Geoff, Glad you got sorted.


Bill, Have you tried using another email address? I only ask cause I had the same prob with the 04 forum, As soon as I changed email addys it worked perfectly.

Andy

 

[HiBaller]

@Andy:

Yes, I changed to a completely different ISP email address and now I am getting notifications of follow-up posts. I am still not being acknowledged by the Help Desk though. Either I am on the "don't answer until he** freezes over" list or some other glitch is in the system.

Bill

 

[American_Connections]

Humor 101

...the "don't answer until he** freezes over" list...
Bill

Now thats funny!:hehe: Glad to see that there are some people here that acually understand humor!

 

[JRT]

The new Auran help desk does not talk to you by email any more. You have to visit the site and click on my tickets to see it.

JRT

 

[HiBaller]

Well, that's patently silly. Are we expected to just keep hanging around viewing "my tickets' all the time waiting for an answer? There should at least be an email telling me somebody has answered then.

Bill

 

[Geoff_McDougall]

Well I certainly got email copies of all the helpdesk replies.

 

[HiBaller]

OK. Here we go again. I have been posting in several threads, and there have been responses after mine. ONCE AGAIN I AM NOT GETTING ANY EMAILS.

This is getting out of hand now. I have changed from my normal SBCGlobal (AT&T) email account to a completely new one on GoogleMail. I received notifications for exactly ONE WEEK. After that, they stopped again.

Somebody has GOT TO look in to what is happening! If I am on Auran's kill list, then at least be up front about it and TELL me so I can clear off and never darken your door again - but at least RESPOND!

Bill

 

[robin_hoods]

The new Auran help desk does not talk to you by email any more. You have to visit the site and click on my tickets to see it.

JRT

Hi when I complained about not getting any e-mails for my tickets I asked if they were still sending them out .
I was told (not by e-mail) that they were still sending e-mails out, I wrote back and said that including that ticket I had not received one e-mail to inform me of an answer.
I once again had to go back to my tickets to see the reply that the matter was being passed on to the webmaster.
Up to now I still have not had any notification or e-mails for any of the tickets I have made ???????
I always got a notification with the old help desk so what has changed ??????

 

[Tiger313]

Man you guys are lucky: Least you can even get to the helpdesk! I can log in on the forums, log in on Planet Auran, but can't log in for the helpdesk (which is supposed to be same as planet Auran login?)