i want my money back from trainz 2010

[Red_Rattler]

To Train20 I'm not sure but I believe like Australian customers, US customers also have some protection when it comes to buying products. Train20, in Australia, when you pay for goods before recieving the goods, their is something known as an "unreasonable waiting time." If a company doesn't send the goods within a reasonable time after payment, you are entitled to a full refund (including a refund of the postage and handling fee).

Train20, as others have said, write a letter via the Helpdesk option. (Your first port of call should be Auran). I'm not sure how old you are, but if you do need to write make sure it has reasonable punctuation in it. If you're still have no luck, write a second letter either via the Helpdesk option or the normal mail through the post, and state on top that you require Auran to reply within a certain time period. But make it a reasonable time for Auran to reply.

You brought it direct from Auran, so the contract is with you and Auran. (It's whoever you brought the product from, not the manufacterur, which is Auran in this case)

If those options don't resolve anything, then you would need to go through what would be equilavent to consumer affairs/customer protection in the USA. Not sure if the following would suit you, as you are outside Australia.

Also these links may help: http://www.fairtrading.qld.gov.au, Customer's Refund Rights MAY help.

http://www.fairtrading.qld.gov.au/warranties.htm

their goods and services are suitable for the purpose for which they are sold. . .
. . .they perform services to an appropriate standard

Going by SOME posts on here, they may not; and while Auran may reply SOMETIMES, they need to lift their game in customer service.

Having said the above however, customers may not always be right.

And Auran in regards to customer service at the moment, especially when I used the Helpdesk, you get a BIG minus 10 from me at the moment, nor do I consider your reply as satisfactory.

 

[American_Connections]

Done!

I think a "Complaint Department" forum would be a fine addition here...

http://forums.auran.com/trainz/showthread.php?t=39382

 

[dougtrain]

Hi all - Thanks to Mick Berg for pointing out the obvious. The issue is addressed by MR D with "if I don't like the post - I don't read it" (?) - As Mick said, how do you know you don't like it until you have read it.

It was clear from the start that people were responding to the "style" of the original post and the way it was presented. In my opinion it was a bit "in your face". In the end Zec arrived and cooled it all down with a concise and informative response. Why that could not have happened sooner I do not know but it highlights the fact that people with Auran problems are ignored for the most part and left talking to themselves.

Right on Euphod. A very good idea and it does not have to be about showing Auran up in a bad light. It is about service and the quality of that service. It is for Auran to show and provide an after-sales service based on the fact that every new issue of Trainz has problems. By observation then I would say that Auran is backwards coming forward with correct and precise information about issues (such as bad disks) and state what they intend/are doing about it.

Red Rattler was informative and I agree but it all gets a bit foggy when you are dealing with sales across international borders. In England we have the SOG (sale of goods act) and the DSR (distance selling rules). The SOG states that the goods must be fit for purpose and do exactly what it says on the tin. The DSR is much the same but there are time limits for delivery / refunds and so on. Too complex to go into here.

Where Red Rattler was correct was that the issue is NOT with Auran in Australia (directly). It is with the distributor in the USA. Correct me if I am wrong but I think Auran have now hived off the disk production and distribution to another company (?). Auran could then argue that delivery issues were with that company and not themselves. Especially if Auran no longer have control of that side of the business then they have no idea what is going on. That may be why we do not get much by the way of response when we ask....

Doug

 

[amigacooke]

I can't see that the original post was that impolite.

Perhaps Auran could have a 'help desk and server status' thread that keeps us all informed about the ongoing up and downs of running an everyday internet based business.

 

[VinnyBarb]

There is nothing wrong with the OP posting his thread here, as I know it can be very frustrating not to get an answer to his problem through the normal channels available.

If paying your ordered goods via PayPal, they have what is called a "Dispute" centre where one can open up a "Dispute" of the transaction on their web site where you present your side of the problem and then the seller has to present his/hers. If no satisfaction is reached, e.g. the seller can not provide the goods in a reasonable time, you can ask for a refund from PayPal and you will usually get it. It saved my bacon a couple of times in the past.

Cheers

VinnyBarb

 

[Mr_D]

Not trying to be technical here but what I meant was I don't continue reading if I don't like the thread and I certainly don't waste my time replying to say I don't like it. That's my take. Some have a different one.

 

[Edvin1aa]

I think some of the regular members should play more Trainz, and less try to increase their "post count".

It is a valid request Train 20 came up with.
He put his request in a general Forum, B E C A U S E he/she don't get any response from the company itself.

It is very frustrating when such thing happen, and the need to put out some "steam" is great, and as I have stated in an earlier post, WHEN YOU AT ALL COST protect a company, then you only damage the same company that you "love".

It is VERY nice that many of you have got the service you have a claim to get......BUT sorry to say...NOT all is working the right way for Auran at the moment, starting at new year and showing by a big increase in tickets.

I myself bought Trainz2010 in the start of January as DL.
Due to their problems I was never able to DL it inside a reasonable time frame... 3 days later I bought the same Game from Just Train as DL and 150 minutes later it was on my computer. DL is an instant transaction, just like our payments!

As you might remember from my earlier post, I also was frustrated...I also had to use to forum in order to get contact....and even now more then a month later the case aren't finish....so yes...I can understand the frustration of Train 20.

So please, all you who complain on people who have "frustrated cry", don't attack them....if you don't believe them...well then just ignore....remember even if you are alive...people dies all around...you yourself is NEVER the ultimate proof that everything is good an functional.....even you will die (or have a fault) some day, and then it will be good if some would listen to you!

 

[geoffwilliams]

I think some of the regular members should play more Trainz, and less try to increase their "post count".

It is a valid request Train 20 came up with.
He put his request in a general Forum, B E C A U S E he/she don't get any response from the company itself.

It is very frustrating when such thing happen, and the need to put out some "steam" is great, and as I have stated in an earlier post, WHEN YOU AT ALL COST protect a company, then you only damage the same company that you "love".

It is VERY nice that many of you have got the service you have a claim to get......BUT sorry to say...NOT all is working the right way for Auran at the moment, starting at new year and showing by a big increase in tickets.

I myself bought Trainz2010 in the start of January as DL.
Due to their problems I was never able to DL it inside a reasonable time frame... 3 days later I bought the same Game from Just Train as DL and 150 minutes later it was on my computer. DL is an instant transaction, just like our payments!

As you might remember from my earlier post, I also was frustrated...I also had to use to forum in order to get contact....and even now more then a month later the case aren't finish....so yes...I can understand the frustration of Train 20.

So please, all you who complain on people who have "frustrated cry", don't attack them....if you don't believe them...well then just ignore....remember even if you are alive...people dies all around...you yourself is NEVER the ultimate proof that everything is good an functional.....even you will die (or have a fault) some day, and then it will be good if some would listen to you!

Couldn't have put this better myself.
The user was obviously frustrated because he has paid for something he does not have. Customer Services at Auran, behind or otherwise, completely ignored him, but he eventually received their attention by posting here.
As has been said, you do not have to read his posts, and to slag him off is, again said, just a way to increase post count.
Geoff

 

[jammydodger]

I think there is a simple combo for those who can afford it.
Good internet
TS2010 Digital Download.
Me? Yep, that's what I'm doing. My review of TS2010 is coming in a month. :hehe: (no the D/L isn't that long either :hehe: I'm getting it for my birthday in March you see.... )

:wave:

 

[polllo]

How long is an unused serial number good for?

I'll bet others had the same or similiar problem as I had.
I purchased the DVD version of Trainz 09 World Builder in February of 09 thru the Auran site using Paypal. I received an email the same day with the serial number. I waited three weeks but never received the DVD.
I contacted Auran thru their helpdesk at that time and was told I purchased the download version. I checked my email and they were right. I thought the serial number was sent seperate from the DVD(Hey, I was nieve, what can I say).
Of course I knew I bought the DVD version because it was going on a computer not hooked up to the internet. I contacted them again and asked them to cancel the download and send the DVD set, but they said NO. I had to purchase it again.
I didn't feel like getting screwed again, since when paying thru paypal it did not say anything about which version I paid for.
The bottom line is that the email is still there a year later with the serial number unused. I'm building a new computer for Traniz which will also be online so I am wondering if a year old serial number is still good.
Does anyone know? Has anyone had the same experience as I had?
If it's no good, I'll wait until the new versions are available in stores here in the Chicago area.
Thanks

 

[American_Connections]

Lifetime FTC/ Personal Serial No.

The bottom line is that the email is still there a year later with the serial number unused.

You paid for it, Its yours for life! At learst that was their policy for 2004. Bad practice to not have the same policy now!

 

[jammydodger]

Pollo:
Your serial should still work. Only numbers which are reported as Warez etc are deactivated.

 

[polllo]

Thanks,
I'm glad to hear it. If I remember correctly, with Trainz 2004, the download station was only free for a certain lenght of time after registering. I'm assuming it's the same for later versions too? I'll find out soon enough I suppose.
Thanks for the info.

 

[ColPrice2002]

Hi,

The DLS is free, but there are limits to the amount you can download in one session (if you choose a route then all the dependencies will be added tot he total download and you'll probably go over the limit) - and the speed.

The First Class Ticket is one solution (but it's a few dollars)

Good luck,

Colin

 

[johnwhelan]

I'll bet others had the same or similiar problem as I had.
I purchased the DVD version of Trainz 09 World Builder in February of 09 thru the Auran site using Paypal. I received an email the same day with the serial number. I waited three weeks but never received the DVD.
I contacted Auran thru their helpdesk at that time and was told I purchased the download version. I checked my email and they were right. I thought the serial number was sent seperate from the DVD(Hey, I was nieve, what can I say).
Of course I knew I bought the DVD version because it was going on a computer not hooked up to the internet. I contacted them again and asked them to cancel the download and send the DVD set, but they said NO. I had to purchase it again.
I didn't feel like getting screwed again, since when paying thru paypal it did not say anything about which version I paid for.
The bottom line is that the email is still there a year later with the serial number unused. I'm building a new computer for Traniz which will also be online so I am wondering if a year old serial number is still good.
Does anyone know? Has anyone had the same experience as I had?
If it's no good, I'll wait until the new versions are available in stores here in the Chicago area.
Thanks

Go into profile and order history, invoice number and the links for downloading TS2009 should still be there. If your machine isn't connected to the internet no big deal get some one else to download it for you and save it to a DVD. If you update your profile to put a city, country in people can see if they are close to you.

TS2009 though does have a number of updates including the still to come legendary SP4 so being connected helps.

Cheerio John

 

[Smileyman]

Excellent post Edvin1aa.

There ARE too many "I'm alright Jack" posts on this forum, but that's always been the way around here.

I'm sure Auran would like all these matters to be dealt with quietly and discreetly off these forums, but for that to happen they need to communicate with those people having trouble.
When they don't, it's inevitable people are going to get fed up of the silence, especially as they've paid for a service and have not received it.

I fear the whole point of the OP concerns are being missed by too many people.

Smiley.

 

[NikkiA]

Thanks,
I'm glad to hear it. If I remember correctly, with Trainz 2004, the download station was only free for a certain lenght of time after registering. I'm assuming it's the same for later versions too? I'll find out soon enough I suppose.
Thanks for the info.

Most likely what you're remembering is the FCT system, when you buy a copy of trainz, you get a week's (or so) worth of free 'first class' access to the DLS, after that download speed and size-per-day are limited unless you purchase a FCT.

 

[American_Connections]

unless you purchase

Most likely what you're remembering is the FCT system, when you buy a copy of trainz, you get a week's (or so) worth of free 'first class' access to the DLS, after that download speed and size-per-day are limited unless you purchase a FCT.

Never did, so I guess that is why I have no limit even now!

 

[Winglessbird]

Hi all - I have to say I agree to the responses here regarding this "approach" to a problem. Yes Lars, it is nothing to do with us so why does somone have to crash onto my screen (and everyone elses for that matter) and demand to know which one of us pinched his game?

There are obvious things to check like did you pay? Did the payment clear? Did you get a response to say that your order was being processed? You should have had an email.

I did see something about the damaged games and there is now a shortage of good ones and they will get to everyone as soon as possible with their orders.

Be patient and be nice. Your 2010 will arrive in due course and I am sure you will enjoy it as much as we do.

Doug

Hi Doug,
Your second last paragraph,I think says it all.Its not your fault but it is certainly Aurans problem,and they should get on it real quick,but I dont see that happening as their seems to be a fairly serious glitch in the system somewhere,but that has been covered in a heap of threads recently.

OP, if you want your money back do as suggested and hit the HELPDESK button and tell them.We can not help you,but I do understand your frustration,as I went through 2 months of waiting recently,not for my copy of 2010 but another problem.

Rusti

 

[Red_Rattler]

Where Red Rattler was correct was that the issue is NOT with Auran in Australia (directly).
. . .It is with the distributor in the USA. Correct me if I am wrong but I think Auran have now hived off the disk production and distribution to another company (?)

To clarify, the issue is 100% Aurans, as Train20 brought directly from Auran. Disk/Disc production and distribution has nothing to do with it, as I stated about the contract in this case is with Auran & Train20.

Of course I knew I bought the DVD version because it was going on a computer not hooked up to the internet. I contacted them again and asked them to cancel the download and send the DVD set, but they said NO.

Pollo, before I comment any further, does the order form have two choices to choose from, either downloadable or disk version?