Helpdesk response times - is there a problem N3V?

S

shaneturner12

Tutorial Creator
The reason I am posting this is because I believe there may be a response time problem at the Helpdesk with urgent and critical tickets. I raised a critical ticket last week and havent had any response from N3V.

Has anyone else had this problem recently or is it just me?

Shane
 
I can understand that a problem with 2009 probably gets judged at a lower priority by default then a problem with a newer version of the game as they probably aint making money out of that version anyway, but combined with this constant sales and even the "storage sales" of last newsletters it might also just mean that the company is having a hard time surviving.
 
I can only complain indirectly - if N3V can't help the big guns then inevitably the big guns can't help the small guns not ?
Surviving means to adapt to
I hope the big guns will keep Trainz alive.
 
Could be it's related to the missing email problems as in Helpdesk has responded but email not received. Or the ongoing server problems may mean they never got the ticket or more likely there is a large backlog again.

Having sales is not an indication of impending doom, as pointed out else where, it is the end of the Australian financial year at the end of June and as with the UK companies and probably most other countries, companies often reduce things at the end of the financial year. Google Australian end of Year sales.
 
hi shane
i got an email to a problem that was so old that i gave up and done something else.
they do not seem to care about helping people out with real problems.
all i ever hear is edr and re-install.
i will niot be buying another of their releases, its just not worth the hassle.
cheers
ron
 
Evidently, NV3 is really having customer support problems. Last year I asked for help getting to the patches for TS2010 because I did not have a "FCT" and the servers locked me onto a 10.kbs connection. The download was going to take 4 Hours. (My ISP speed is 3MBs). I basically received NO help to resolve this issue from NV3. Someone else on the Forum posted a NON-NV3 site and I was able to download the patches in less than 2 minutes. I swore I would never purchase another Trainz product. Unfortunately, yesterday I received TRS Anniversary Edition for my birthday from my daughter. I installed the program and when I tried to register on the Auran planet, I got an error (Serial Number not found ). There is a 30 day FCT with the program but the site will not accept their own serial number, even though the game accepted it. Now the Content Manager will not allow me to use DLS because it has an "unrecognized" serial number. NV3 will probably not respond until after the FCT expires. NV3 got rid of all of the useful people from Auran and now customer support is non-existent. I'm afraid to purchase any DLC like the PRR fleet or Blue Comet because I can't be sure it will even download once I pay the money. Does anyone know a "HACK" to break the code for content access. If NV3 fails to respond, perhaps that might be the only way. I'll be disappointed if my daughter wasted her money.

Thanks,
Nick
 
For one item, apparently. I've got two open items with the "help" desk that have been open for almost three months. I've received NOTHING from them in over a month on either one. I, too, will never buy another N3V product and when my FCT runs out, I'll probably uninstall the whole lot and go back to full-time flying with FSX.

Bill
 
Seriously - I feel that guys like Shane who have been around for many years and has been there and done that would not post these threads just for fun, there should be better comms -at least between the 'top' forum guys and Auran/M3V for obvious reasons.
 
I'll agree there. I still haven't heard anything back on the ticket.

If N3V are reading this, the ticket is IRB-312877, and it was started (according to the system) on the 4th of June (at critical priority).

What's worrying me is that N3V have been on the forums a few times lately, but do not seem to be responding to Helpdesk messages. Something tells me that they should not be doing 'clearance sales' or such if they cannot handle the wave of problems that results.

Shane (member since 14th October 2005)
 
Last edited:
cornwall9 said:
Evidently, NV3 is really having customer support problems. Last year I asked for help getting to the patches for TS2010 because I did not have a "FCT" and the servers locked me onto a 10.kbs connection. The download was going to take 4 Hours. (My ISP speed is 3MBs). I basically received NO help to resolve this issue from NV3. Someone else on the Forum posted a NON-NV3 site and I was able to download the patches in less than 2 minutes. I swore I would never purchase another Trainz product. Unfortunately, yesterday I received TRS Anniversary Edition for my birthday from my daughter. I installed the program and when I tried to register on the Auran planet, I got an error (Serial Number not found ). There is a 30 day FCT with the program but the site will not accept their own serial number, even though the game accepted it. Now the Content Manager will not allow me to use DLS because it has an "unrecognized" serial number. NV3 will probably not respond until after the FCT expires. NV3 got rid of all of the useful people from Auran and now customer support is non-existent. I'm afraid to purchase any DLC like the PRR fleet or Blue Comet because I can't be sure it will even download once I pay the money. Does anyone know a "HACK" to break the code for content access. If NV3 fails to respond, perhaps that might be the only way. I'll be disappointed if my daughter wasted her money.

Thanks,
Nick
Click to expand...
Hi Nick, I think you will find that you are trying to enter your number into the 2012 Reg box and not the correct 2012 "Anniversary Edition" drop down box. Take a look and try again. ;)
 
I am a 9-year veteran and I think it is just the opposite: we get worse service because we should "know better".

Bill

EDIT: this took 37 seconds to post.
 
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