Let’s try to estimate the current Auran Trainz staff
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meatloaf747
Spotter...
Arr... so I got it wrong!!! Again... - Mr Graham Edelsten is chief puppeteer looking are Auran's purse strings. (no prune intended)... :hehe:
Well, tell's me that even after 26-27 years of extensive international business experience you can still get a few things wrong.
Hopefully the group have learnt a few valuable lessons about trying to MIX IT with the big boys, and now stay a smaller focused company, using the right business model, & stick to their key core business. (Looking after there "great staff" & "customers" is right at the top of any good business plan/model)... Having a good product helps as well !!!
Cheers, Mac...
JRT, re below; Matey, if you're a Co-founded of the Auran Group of Companies, then it's highly probable your a shareholder (at the time). If your overseeing all aspects of Auran's financial activities, then it's highly probable you've played a big part in the decision making process between 2003 to 2007.
I'm not knocking the guy in any way or blaming him for the 2006 fiasco, but at the end of the day the buck has to stop somewhere... Ask those that lost their millions, including the Aussie tax payer... The responsibility of the failure probably lie's collectively between several of the key decision makers, (at the time)...
It's great to see that Auran's new business model is still on track, going full steam ahead. - "onwards and upwards"...
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Hi All
In regards to the helpdesk. The oldest open ticket is about 12 days old, mainly due to the large influx of tickets recently in particular during the Christmas/New Year break. I do generally go through new tickets in the morning, so as to catch urgent tickets (order issues mainly), which means that some other tickets do also get replied to quickly, since 'simple' issues/questions only take about 1min to send.
I then generally focus on older tickets in the afternoon/after I've finished going through new tickets. However, I do sometimes focus on only the older tickets on some days if there's only a smaller number of new tickets, as it does become stressful for me to see tickets more than about 7 days old on the helpdesk. Unfortunately, we are seeing a large number of tickets at this time, although this normally only occurs over a short period, and as such we are a little behind. At this time there are approximately 300 tickets on the helpdesk, covering only about 12 days. These will take us a while to get ahead with.
All we ask is that you be patient, and understand that we will answer your ticket as quickly as possible. We are working to get ahead on the helpdesk, but it is taking time.
Thanks
Zec
In regards to the helpdesk. The oldest open ticket is about 12 days old, mainly due to the large influx of tickets recently in particular during the Christmas/New Year break. I do generally go through new tickets in the morning, so as to catch urgent tickets (order issues mainly), which means that some other tickets do also get replied to quickly, since 'simple' issues/questions only take about 1min to send.
I then generally focus on older tickets in the afternoon/after I've finished going through new tickets. However, I do sometimes focus on only the older tickets on some days if there's only a smaller number of new tickets, as it does become stressful for me to see tickets more than about 7 days old on the helpdesk. Unfortunately, we are seeing a large number of tickets at this time, although this normally only occurs over a short period, and as such we are a little behind. At this time there are approximately 300 tickets on the helpdesk, covering only about 12 days. These will take us a while to get ahead with.
All we ask is that you be patient, and understand that we will answer your ticket as quickly as possible. We are working to get ahead on the helpdesk, but it is taking time.
Thanks
Zec
Thanks for the business model updates...
I see that for the most part, there are newbies posting.
The business model was created in 1998 by people that wanted to create a slam-dunk wonderful way to enjoy a world of railroading far apart from Microsoft.
These Professional folks so have the brass ones to absolutely focus on a subject that has a limited audience with a pro-studio that is the envy of the world.
Some of the originals have gone...so what...your simple participation in this thread only reveals an interest in a train-simulation that has ranked above all others...if only there was a ranking.
They have accumulated a vast amount of user-contributed content rivaled by all other gaming communities...
And they still are at it, impervious to the failure of a popular game that did not hold the interest of the demographic community that they wished to capture.
They raised the bar to a demand for a group of CAD programs not attainable by the regular user to achieve a premium view.
Thank You for contact information, I may use this to actually write a thank-you letter to our management.
It don't matter to me how many folks are involved in the day-to-day events which occur.
All that you are saying is they just need time to do what is to need to be done.
Auran Trainz RULES!
I see that for the most part, there are newbies posting.The business model was created in 1998 by people that wanted to create a slam-dunk wonderful way to enjoy a world of railroading far apart from Microsoft.
These Professional folks so have the brass ones to absolutely focus on a subject that has a limited audience with a pro-studio that is the envy of the world.
Some of the originals have gone...so what...your simple participation in this thread only reveals an interest in a train-simulation that has ranked above all others...if only there was a ranking.
They have accumulated a vast amount of user-contributed content rivaled by all other gaming communities...
And they still are at it, impervious to the failure of a popular game that did not hold the interest of the demographic community that they wished to capture.
They raised the bar to a demand for a group of CAD programs not attainable by the regular user to achieve a premium view.
Thank You for contact information, I may use this to actually write a thank-you letter to our management.
It don't matter to me how many folks are involved in the day-to-day events which occur.
All that you are saying is they just need time to do what is to need to be done.
Auran Trainz RULES!
Mine open since 1st January
That's just in the 12 working days. Soon be at the top of the pile then? :hehe:
Martin
That's just in the 12 working days. Soon be at the top of the pile then? :hehe:
Martin
I apologise, I was working from memory, having not been in today. However, the oldest that I remembered was 12 days. A check shows 14 days to be the oldest ticket in the list.
Please keep in mind that the helpdesk does list, for us, tickets by the newest reply date, rather than the original 'post' date, much like the forums. However, we do have the ability to either set newest-oldest, or oldest-newest (as well as some other filters, etc). As such, replying to a ticket multiple times does push the ticket to the 'new' end of the list, having a later reply date than other tickets. This is to allow us to 'filter' the tickets, so as to make it easier to track when a ticket is replied to.
However, as has been said, we are working to have the helpdesk catch up as quickly as possible. This cannot happen overnight, and in fact it is going to take a number of weeks. However, it will happen, and we ask that whilst we work to catch up that everyone is patient.
Thank you for your patience.
Zec
Please keep in mind that the helpdesk does list, for us, tickets by the newest reply date, rather than the original 'post' date, much like the forums. However, we do have the ability to either set newest-oldest, or oldest-newest (as well as some other filters, etc). As such, replying to a ticket multiple times does push the ticket to the 'new' end of the list, having a later reply date than other tickets. This is to allow us to 'filter' the tickets, so as to make it easier to track when a ticket is replied to.
However, as has been said, we are working to have the helpdesk catch up as quickly as possible. This cannot happen overnight, and in fact it is going to take a number of weeks. However, it will happen, and we ask that whilst we work to catch up that everyone is patient.
Thank you for your patience.
Zec
I believe Mike10 should be included in the staff,
For his continued support thoughout the Trainz Classics UK series, and promising us that he would do his best to have Trainz 2010, to arrive on our doorsteps before Christmas, this guy fought with the jobsworth at Heathrow Airport, and filled out forms for the ("it must done this way" brigade), just to make sure Trainz arrived safely within the UK shores, he also stuck to his word, and most Trainz 2010 DVD's were delivered in time before Christmas...
So I elect Mike10, as a top bloke, and also for a job with the Auran team, and to hopefully get creating for Trainz 2010, like he did for Trainz Classics UK, fingers crossed...
Joe Airtime
For his continued support thoughout the Trainz Classics UK series, and promising us that he would do his best to have Trainz 2010, to arrive on our doorsteps before Christmas, this guy fought with the jobsworth at Heathrow Airport, and filled out forms for the ("it must done this way" brigade), just to make sure Trainz arrived safely within the UK shores, he also stuck to his word, and most Trainz 2010 DVD's were delivered in time before Christmas...
So I elect Mike10, as a top bloke, and also for a job with the Auran team, and to hopefully get creating for Trainz 2010, like he did for Trainz Classics UK, fingers crossed...
Joe Airtime
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Be aware that I don't blame any "ticket worker" for this...they are just an employee....and I know how frustrated it can become, because have been there myself.
In the end it is the Big Boss of Auran to blame, because he/she allow his/her firm to have such lousy capacity, that tickets can't be dealt with in a respectably time frame.
It should not wonder me much that the pile of request are growing, instead of decreasing, since the cause of many frustrations still aren't fixed....the email system on the main page.
In the end it is the Big Boss of Auran to blame, because he/she allow his/her firm to have such lousy capacity, that tickets can't be dealt with in a respectably time frame.
It should not wonder me much that the pile of request are growing, instead of decreasing, since the cause of many frustrations still aren't fixed....the email system on the main page.
In order to make a purchase through the Auran store I believe you needed to have a account for this forum which is free and easy to create. Then as you purchased the product you should have seen this message.
[FONT=Verdana, Arial, Helvetica, sans-serif] Thank you for your Purchase.
Your transaction has been completed, and a receipt for your purchase has been emailed to you.
Please do not bookmark this page. You may retrieve order details and print receipts for any orders placed through Auran's Shopping Cart system via your Order History, which can be found under the ORDERS option in the Planet Auran Navigation bar. Use the Invoice Number given below to identify any particular order.
If you had gone there you would have seen the invoice listed and clicking on it will show you the details including your download link and serial number. Hundreds of users in the forum could have directed you to do this if you had asked. In fact, in most cases the forum is the best place to ask about anything since if we can't provide the answer we would direct to the correct way to contact Auran.
I hope this helps,
William
[/FONT]
[FONT=Verdana, Arial, Helvetica, sans-serif] Thank you for your Purchase.
Your transaction has been completed, and a receipt for your purchase has been emailed to you.
Please do not bookmark this page. You may retrieve order details and print receipts for any orders placed through Auran's Shopping Cart system via your Order History, which can be found under the ORDERS option in the Planet Auran Navigation bar. Use the Invoice Number given below to identify any particular order.
If you had gone there you would have seen the invoice listed and clicking on it will show you the details including your download link and serial number. Hundreds of users in the forum could have directed you to do this if you had asked. In fact, in most cases the forum is the best place to ask about anything since if we can't provide the answer we would direct to the correct way to contact Auran.
I hope this helps,
William
[/FONT]
I Agree
Like "couch" ? :hehe:
Surprising to me to see how many of the people who are a business genius are unable to spell simple words
Mike.
Like "couch" ? :hehe:
Excuse me for saying so...how silly can one become?
When you buy a product from a company, then you give your information, an account is automatic made...when the transaction is finish, and email is normally sent you with information how to proceed, and you are transferred to a page where you can print your recepie.
SINCE!!!!!!!! Email don't work, there is no way you can get the information you need.
SINCE!!!!! Email don't work you can't access your Trainz Planet account.
SINCE!!!! Email don't work you can't retrieve your password for that account.
Lucky enough use the forum the same information, and by that it is possible to get a password for this place....B U T..it is not the same that I can use this Password to access my Planet Account.
SO PLEASE...LOVE AURAN as much as you want, but you only destroy their creditability to always take their side, if you aren't 100% sure you are right and know it all!
ONE CAN NEVER ASSUME that a new customer can know it all....That is why it is IMPORTANT that each new customer get all information, easy and with no form for error....even if long term members know other ways to go around things!!!!
I heard a rumour several weeks ago, that Tony Hillam is no longer part of the Auran organisation. We all know he was a regular poster on this forum, but that also stopped over night.
I understand that his health may have had something to do with it, but hey, that's no crime Leaving the organisation is also no crime, but as the community got to know Tony as a supporter and friend, I think Auran (even if they exist in name only) owe it to the Community to keep us informed. If they don't, they can only blame themselves for all the negativity and innuendo.
In the old days, John Banks, or Tony would would give a speech or two, and often even bring the odd heated debate to a conclusion.
That's what's missing here. In all fairness, I don't think many of us are too concerned if Auran consists of only one person, provided he or she supports the product s/he's flogging.
If it wasn't for Zec and AJ, there is no physical contact with the parent company. I realise you guys don't run the show, but have the people that do ever considered why there are so meany tickets and so many complaints?
I keep harping on it, but I use a program called WYSIWYG Web Builder. That site's forum has as many, if not more technical threads a day, yet the company owner, chief programmer and one moderator answer every thread within an hour of it being posted. The answer always contains the answer the thread starter wants to hear. I have yet to see a question in limbo.
There are several issues here:
If Auran doesn't wish to concern themselves with ongoing service (over and above after sales service via the ticket system), then they should seriously consider getting a few supporters to help them out. JRT who runs Trainz Magazine, which although still being developed, has the ability to reach a very wide audience. A few hiccups stopped the Magazine being issued in November and December, but JRT has accepted my proposal to ensure the magazine is published regularly.
The magazine and the Trainz Resources Directory will eventually become part of a wider community web presence, consisting of a vast Q&A knowledgebase and tutorial repository. It's actually up and running already, but it's currently restricted to contributors only.
So Auran and anyone else reading this, if you think you have something to contribute, please get in touch with me now!
Auran could start off by using their own one page advertorial "newsletter" to suggest their subscribers also subscribe to Trainz Magazine. In fact they could even go one step further by adding a subscription link in the front (news section) of TS 2009 and 2010.
If they want me to visit Brisbane to explain how we can help them, provided they will help us, I'm prepared to do so when I return to Cairns from Melbourne in April. If we can increase the readership of Trainz Magazine to several thousand, instead of several hundred, many of the complaints and anger expressed in these forums will vanish.
Zec or AJ, please pass this message on. I'd send it personally, but because Auran has become such a faceless mob, I haven't a clue who I should send it to.
How sad!
I understand that his health may have had something to do with it, but hey, that's no crime Leaving the organisation is also no crime, but as the community got to know Tony as a supporter and friend, I think Auran (even if they exist in name only) owe it to the Community to keep us informed. If they don't, they can only blame themselves for all the negativity and innuendo.
In the old days, John Banks, or Tony would would give a speech or two, and often even bring the odd heated debate to a conclusion.
That's what's missing here. In all fairness, I don't think many of us are too concerned if Auran consists of only one person, provided he or she supports the product s/he's flogging.
If it wasn't for Zec and AJ, there is no physical contact with the parent company. I realise you guys don't run the show, but have the people that do ever considered why there are so meany tickets and so many complaints?
I keep harping on it, but I use a program called WYSIWYG Web Builder. That site's forum has as many, if not more technical threads a day, yet the company owner, chief programmer and one moderator answer every thread within an hour of it being posted. The answer always contains the answer the thread starter wants to hear. I have yet to see a question in limbo.
There are several issues here:
- The Forum is heavily moderated. There's no waffle or backchat at all. It's strictly technical stuff or you're out.
- The forum is mainly an adult audience.
- The owner constantly writes tutorials and posts them on the site.
- He must have a Q&A knowledgebase on his computer because he can direct you to answers in other threads almost instantly.
If Auran doesn't wish to concern themselves with ongoing service (over and above after sales service via the ticket system), then they should seriously consider getting a few supporters to help them out. JRT who runs Trainz Magazine, which although still being developed, has the ability to reach a very wide audience. A few hiccups stopped the Magazine being issued in November and December, but JRT has accepted my proposal to ensure the magazine is published regularly.
The magazine and the Trainz Resources Directory will eventually become part of a wider community web presence, consisting of a vast Q&A knowledgebase and tutorial repository. It's actually up and running already, but it's currently restricted to contributors only.
So Auran and anyone else reading this, if you think you have something to contribute, please get in touch with me now!
Auran could start off by using their own one page advertorial "newsletter" to suggest their subscribers also subscribe to Trainz Magazine. In fact they could even go one step further by adding a subscription link in the front (news section) of TS 2009 and 2010.
If they want me to visit Brisbane to explain how we can help them, provided they will help us, I'm prepared to do so when I return to Cairns from Melbourne in April. If we can increase the readership of Trainz Magazine to several thousand, instead of several hundred, many of the complaints and anger expressed in these forums will vanish.
Zec or AJ, please pass this message on. I'd send it personally, but because Auran has become such a faceless mob, I haven't a clue who I should send it to.
How sad!
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BS
That's neither fair nor accurate ..
Both Chris ( often ) and James ( not often enough 
) have posted here . They've also been of considerable help at Trainz Dev ... the fact that we don't always aggree and I complain a lot has not stopped help from either one .
come on mate .. credit where and when it's due .
Sci
That's neither fair nor accurate ..
Both Chris ( often
) and James ( not often enough ) have posted here . They've also been of considerable help at Trainz Dev ... the fact that we don't always aggree and I complain a lot has not stopped help from either one .come on mate .. credit where and when it's due .
Sci
Name-calling makes baby Jesus cry. Calm down a little.
I'd just like to wade through all the business graduates in this thread, who are apparently so successful that they have the spare time to offer so much advice to Auran, to thank Auran for their work. Thanks to them, I get to play around with trains and railways in the comfort of my own desk, with the cat purring on my lap and a hot mug of tea in my hand. Thanks, Auran, however many of you there are, for letting me have so much fun. :wave:
Sometimes things don't go according to plan, and I sympathise with those who are having problems, but patience is a virtue.
johnwhelan
Well-known member
Just a comment, I had a concern about Tony's style being a bit ra ra rather than substance which I didn't voice at the time. I'm much more comfortable with what has been happening recently with the conversion across to TS2010. I wasn't certain it could be done.
I've found both Chris Bergman and Zec Murphy's comments both in this forum and in Trainzdev to be extremely useful, sometimes what they don't say or the words they use can be as interesting as what they do say.
Whilst the others have not been so visible I have little doubt that their contributions have been valuable.
I think there are two areas that could do with a little attention in the near future.
The first is it would be very helpful if some one could build a best practices for content creators some time, trainzdev wiki perhaps? "Best practices" guides have driven down costs in other areas of computers and if we can get more content creators to to follow them game performance would improve.
The second is to leverage the existing DLS by finding some way to correct the errors on the DLS. Yes there are tools available but these take knowledge and effort to learn and remembering how few customers even use the forums in my opinion they are not suitable for mass use.
Cheerio John
I've found both Chris Bergman and Zec Murphy's comments both in this forum and in Trainzdev to be extremely useful, sometimes what they don't say or the words they use can be as interesting as what they do say.
Whilst the others have not been so visible I have little doubt that their contributions have been valuable.
I think there are two areas that could do with a little attention in the near future.
The first is it would be very helpful if some one could build a best practices for content creators some time, trainzdev wiki perhaps? "Best practices" guides have driven down costs in other areas of computers and if we can get more content creators to to follow them game performance would improve.
The second is to leverage the existing DLS by finding some way to correct the errors on the DLS. Yes there are tools available but these take knowledge and effort to learn and remembering how few customers even use the forums in my opinion they are not suitable for mass use.
Cheerio John
That's neither fair nor accurate ..
Both Chris ( often
come on mate .. credit where and when it's due .
Sci
I trod on Chris's toes once before so I do apologise for missing him. My reason for doing so is probably the reason why many others are not aware of his presence: He tends to write more on technical issues aimed at content creators from what I can see. I don't have any problems with that at all, but content creators are not the only ones with problems in these forums.
Secondly, he could write a thousand posts a day on Trainz Dev, but as Trainz Dev is supposed to be for Trainz Developers, who I assumed were the nerds amongst us (no offence implied), I for one don't visit there very often.
I'm referring to mainstream stuff. Questions that never get answered except from the rumour mungers. Tutorials that should be written and User guides that are long overdue. If you develop a complex product like Trainz, the only way you will keep people happy, is by providing them with the ability to use it effectively.
The patient ones find their way here and ask questions that have often been answered 50 times before. 99.999% of those questions are answered by other Trainz users. Take them out of the equation and contribution from Auran is all but Zilch.
If I'm wrong, please show me where all the stuff Auran has contributed since the release of TS2009 is hidden, I'll gladly publish links on my web site, but this is all I've been able to find and most of it goes back to Trainz Classics and beyond:
Link