I have paid my box 1 month ago and Auran hides itself

[Gunth]

I have wrote 5 mails to the customer support and also to the shop support email addresses....I have also wrote to the helpdesk support but no one in Auran want to care about a customer who have promptly paid his own Trainz classic box at the end of 2007.....and it didn't arrive at all. Today I'm still waiting for it.

They never answered to my mails where I asked for news about the lost box but I have never received an answer.

Then , quite irritated by this non professional support I decided to do an intercontinental call to Auran UK where a voice mail redirected me to another number. Made another intercontinental call where a kind man told me that they are not directly responsible for the customer shop support.

He also suggested me to write a complain letter but I surelly don't trust anymore such a company who loose the box, take the money $$$$$$ and finally do not answer to e-mails neither to phone calls.

Now beeing myself deeply irritated and obviously legally swindled I would pester also here to claim my rights having legally paid for that.

I will also reserve the right to sue them in cause of reiterate silence,no problem Auran rabbits,, in my country it's free of charge and you can do that seriously without any private lawyer support.

I have never had such a problem with Amazon for instance where deliveries are ALWAYS on time and in rare cases where the box got lost they will subito resend another box within few days. They are serious men not like Auran thieves.

Sorry guys about this one but you can understand me,I assume.



BTW this is my already paid order : Auran Order: 350428-180120-69418 and here below the Auran confirmation letter :


Hello XXXXXXXXXX,
Thank you for shopping online with Auran. This is an automated email to confirm that we have received your order and will process it as soon as possible.
The details of your order are as follows:
Username: XXXXXXX
Invoice number: 350428-180120-69418
Order details are shown below. If a product in your order can be obtained as electronic download, that product will be listed as a link. Please note that it may take several minutes from the time of purchase for the FTP server to update its access permissions and make the files available for you to download.

• 1 x Trainz Classics (No Download)

Total you have been billed for is EUR€24.95
Your order will be delivered by mail to:


XXXXXXXXXXXXX
XXXXXXXXXXXX
XXXXXXXXXXXXX
XXXXXXXXXXX


I received this mail on December 31th, 2007

 

[CasyJ]

You did eventually get your product, albeit late. It may not be the fault of Auran at all but the shipping company. In any event, Auran is understaffed and has issued warnings that service is severely impaired.

 

[Zwabberaar]

... and it didn't arrive till today 29 January.


I will also reserve the right to sue them in cause of reiterate silence,no problem Auran rabbits,, in my country it's free of charge and you can do that seriously without any private lawyer support.


Thank you for shopping online with Auran. This is an automated email to confirm that we have received your order and will process it as soon as possible.

For what exactly are you going to sue Auran? You paid and they delivered.
Are you going to sue them because they haven't responded to an e-mail? Grow up!

 

[Gunth]

You did eventually get your product, albeit late. It may not be the fault of Auran at all but the shipping company. In any event, Auran is understaffed and has issued warnings that service is severely impaired.

Nowdays package online tracking are usual and I simply asked for that .

The problem is that they never answered to my 5 mails and phone calls.

The fact that they have my money, I don't have the box after more than a month and they do not answer me at all , well , that's a crime and there are no exuses, I don't care about they are understaffed neither I don't care about UPS, I want the game or I want my money back.

 

[Gunth]

For what exactly are you going to sue Auran? You paid and they delivered.
Are you going to sue them because they haven't responded to an e-mail? Grow up!

They didn't deliver anything if you can understand my non mother-tongue english.

NO BOX !

understood ?

 

[Zwabberaar]

They didn't deliver anything if you can understand my non mother-tongue english.

NO BOX !

understood ?

No I don't understand as you state in your first post that the delivery arrived on the 29th of January. English is also not my mother's tongue so that is no excuse.

But I can also answer in Dutch if you like unless your from Wallonia and speak French.

If you want to come here and spread your discontent at least make sure that people can understand what you are trying to get across. You are obviously very pissed off but by making threats like you are going to sue them ( without having any cause ) makes your rant rather laughable.

 

[Gunth]

No I don't understand as you state in your first post that the delivery arrived on the 29th of Januari. English is also not my mother's tongue so thats no excuse.

But I can also asnwer in Dutch if you like unless your from Wallonia and speak French.

If you want to come her and spread your discontent at least make sure that people can understand what you are trying to get across. You are obviously very pissed off but by making threats like you are going to sue them ( without having any cause ) makes your rant rather laughable.

Sorry,now it's correct.

The issue anyway is still present; they have to gimme the game or the money back. This at least, is how the law works in my country.

 

[CasyJ]

So you have not received your game at all. If you paid via an on-line service like Paypal, I suggest checking the status of your order on their website. The order may not have been completed. If it did, get a receipt from Paypal and send it to Auran as proof and write a complaint to Paypal as a followup. If they discover that your product was never sent from Auran, they will refund you money.

 

[Zwabberaar]

kkkkkkkkkkkkkkkkkkkkkkkkkkkkk

Good luck sorting out your own mess. Again i have to state I am very happy with the ignore option of this forum. Thank you Auran for that.

 

[Gunth]

You are obviously very pissed off but by making threats like you are going to sue them ( without having any cause ) makes your rant rather laughable.

If you pay a game , they didn't deliver it to you after more than a month , if they do not respond to several mail neither the phone calls....how do you label this " practice " ? In my country taking money without delivering and answering is called " crime " .

BTW also E-Bay works like that....

 

[CasyJ]

Let's at least keep it civil and not start another ignore thread. The person is understandably upset so let's try to help.

 

[Gunth]

So you have not received your game at all. If you paid via an on-line service like Paypal, I suggest checking the status of your order on their website. The order may not have been completed. If it did, get a receipt from Paypal and send it to Auran as proof and write a complaint to Paypal as a followup. If they discover that your product was never sent from Auran, they will refund you money.

Yes, I have done it 5 times by mail and also with phone calls but Auran " gently " didn't answered . Never.

 

[Gunth]

Let's at least keep it civil and not start another ignore thread. The person is understandably upset so let's try to help.

Thanks CasyJ.

Ignoring is what Auran is doing with me since more than a month.

I have posted their online receipt of my payment to proof I'm regular. They didn't send me the game neither they answered my mails neither phone calls.

 

[ColPrice2002]

Dear Gunth,

may I suggest that some confusion may from your comment

...and it didn't arrive till today 29 January....

?

I think you mean that you still do not have the product (?) - I know that some of my work colleagues use the Germanic construction ".this should be completed until a date", meaning "by" or "before". It's been a common misunderstanding for me...

When you purchased online, did you use a credit card? If yes, you may find it much easier to contact them regarding non-delivery/refund - in the UK, the card company is also responsible - this is much easier (after all, they speak Dutch/French better than Auran).

My experience with Auran shop was perfect - but this was not during the Christmas period - which was very busy for international packages.

Try emailing the helpdesk,
http://www.auran.com/helpdesk

All the best,

Colin

 

[Gunth]

Dear Gunth,

may I suggest that some confusion may from your comment ?

I think you mean that you still do not have the product (?) - I know that some of my work colleagues use the Germanic construction ".this should be completed until a date", meaning "by" or "before". It's been a common misunderstanding for me...

When you purchased online, did you use a credit card? If yes, you may find it much easier to contact them regarding non-delivery/refund - in the UK, the card company is also responsible - this is much easier (after all, they speak Dutch/French better than Auran).

My experience with Auran shop was perfect - but this was not during the Christmas period - which was very busy for international packages.

Try emailing the helpdesk,
http://www.auran.com/helpdesk

All the best,

Colin

I edited that sentence cause it was not clear. Now it is.

Regarding the helpsdesk mail..I have already tried several times with them but they say that I must contact the shop mail address only.

I would like to talk directly with who is ignoring me since a month to tell him what I think about him, directly.


BTW this is the address where Auran rabbits are working and where I sent tons of unanswered mails : shop@auran.com

 

[CasyJ]

Okay, where all else fails, send an email to the Administrative manager, Evan Hall at the source location. Here is the information for shop@auran.com:

Registrant:
Auran Developments Pty Ltd
Level D, 24 Macquarie St
Teneriffe
Brisbane, Queensland 4051
AU

Domain name: AURAN.COM

Administrative Contact:
Hall, Evan ehall@auran.com
Level D, 24 Macquarie St
Teneriffe
Brisbane, Queensland 4051
AU
+61.733588888 Fax: +61.733588899

Technical Contact:
Hall, Evan ehall@auran.com
Level D, 24 Macquarie St
Teneriffe
Brisbane, Queensland 4051
AU
+61.733588888 Fax: +61.733588899

 

[Mike10]

I'll look into this guys.

Gunth, can you please mail me a copy of the original order confirmation you received and I will attempt to sort out the mess.

Thanks,
Mike.

 

[leeferr]

I'm really not sure what the problem is, but the last time that I ordered direct from Auran, it took almost two months for the package to arrive. Also, if you tried to email helpdesk, it isn't working and hasn't for quite some time. You have to use http://www.auran.com/helpdesk.
Considering how shorthanded the Trainz team is right now, I'd recommend a little patience. You can attract more flies with honey than you can vinegar. Hope your problem gets worked out.

 

[Gunth]

I'll look into this guys.

Gunth, can you please mail me a copy of the original order confirmation you received and I will attempt to sort out the mess.

Thanks,
Mike.

Thanks a lot Mike for your help,I can't spot your mail therefore here it is my original order dated 31/12/2007. I've put " x " where is clearly and correctly present my address where I usually receive Amazon games with no problem.

Of course the credit card transaction went fine.

[FONT=Arial, Helvetica, sans-serif]Hello XXXX XXXX,
Thank you for shopping online with Auran. This is an automated email to confirm that we have received your order and will process it as soon as possible.

The details of your order are as follows:
Username: gunter2
Invoice number: 350428-180120-69418
Order details are shown below. If a product in your order can be obtained as electronic download, that product will be listed as a link. Please note that it may take several minutes from the time of purchase for the FTP server to update its access permissions and make the files available for you to download.

• 1 x Trainz Classics (No Download)

Total you have been billed for is EUR€24.95
Your order will be delivered by mail to:


XXXXXXXXXXXXXXXX
XXXXXXXXXXXXX
XXXXXXXXXXXXXXX
XXXXXXXXXXXXXXX


To print another copy of your receipt or view order progress, please visit your Order History page in your Planet Auran profile. Please note that you will need to logon with your Username and password to view your receipt, also note that the Order History link uses Javascript and may not work from some mail programs or from the message preview pane of MS Outlook. If the link does not work you can access your Order History by logging into Planet Auran through the Auran website.
If you have any questions, please contact helpdesk and quote your invoice number.
Auran Sales
http://www.auran.com/
[/FONT]

 

[Mike10]

I have sent you an e-mail, if you can reply please I'll see what I can do to help.

Mike.