ISP blocked?
How do I find out if Auran is blocking my ISP? IP Address for the server is 69.71.183.228
How do I find out if Auran is blocking my ISP? IP Address for the server is 69.71.183.228
New Helpdesk Comments
- Thread starter Spiffy
- Start date
Geoff_McDougall
Member since April 2002
Still no progress
Well, another day has gone by with no further response from the Helpdesk and with my order of 2 Feb still showing "shipping pending".
NEXT WEEK WILL BE THE THREE MONTH ANNIVERSARY OF AURAN TAKING MY MONEY.
Is this a record for poor service?
Well, another day has gone by with no further response from the Helpdesk and with my order of 2 Feb still showing "shipping pending".
NEXT WEEK WILL BE THE THREE MONTH ANNIVERSARY OF AURAN TAKING MY MONEY.
Is this a record for poor service?
cascaderailroad
New member
By the time you get it...it will be the 2010 version, the updated one with all the bugs worked out of it
narrowgauge
92 year oldTrainz veteran
Geoff
A little lateral thinking on the part of Auran could fix this. You have paid the money, they could give you a serial number, and one of us could be authorised to send you a copy of the download version. I would willingly do this at no cost. After all you are just across the water, not the other side of the world.
Peter
A little lateral thinking on the part of Auran could fix this. You have paid the money, they could give you a serial number, and one of us could be authorised to send you a copy of the download version. I would willingly do this at no cost. After all you are just across the water, not the other side of the world.
Peter
Geoff_McDougall
Member since April 2002
Thanks for the suggestions guys.
Thank you gents for your kind offers and suggestions.
As for eventually getting a bug-free version that would be terrible. Most of my enjoyment right from the earliest days of Trainz has been in working around the bugs and un-documented features. :hehe:
And as for lateral thinking - I have already offered to go and buy a retail copy (I actually held one in my hands at EB the other day) and invoice Auran for the difference in price. I also offered to call in to the office when I visit Brisbane on business next week and personally collect my copy. But alas no response.
Since I cannot accept that I am the only person in this position I am going to continue to lodge Helpdesk Tickets and poor scorn on Auran through these Forums 'till the matter is properly resolved
Thank you gents for your kind offers and suggestions.
As for eventually getting a bug-free version that would be terrible. Most of my enjoyment right from the earliest days of Trainz has been in working around the bugs and un-documented features. :hehe:
And as for lateral thinking - I have already offered to go and buy a retail copy (I actually held one in my hands at EB the other day) and invoice Auran for the difference in price. I also offered to call in to the office when I visit Brisbane on business next week and personally collect my copy. But alas no response.
Since I cannot accept that I am the only person in this position I am going to continue to lodge Helpdesk Tickets and poor scorn on Auran through these Forums 'till the matter is properly resolved
Geoff_McDougall
Member since April 2002
A pox on your helpdesk!
... and on your online "store" ... what more can I say?
... and on your online "store" ... what more can I say?
Nah - I was waiting about 6 months to get my DVD version of TRS2006 delivered from down under to Germany once it came out
Go for the download version and may save customs fees and trouble.
Edit: oops, saw your coming from there - so forget about the customs things
Than it seems really slow, doesn't it?
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Well, creating a new help desk ticket didn't help. I didn't even receive a 'we got your request' email from them. So much for the "new" help desk. It does NO good to even try to get a response. A fine way to treat anyone - even an 'over 6 year' veteran.
I'm outta here!!!! As Douglas Adams says "So long, and thanks for all the fish".
Bill
I'm outta here!!!! As Douglas Adams says "So long, and thanks for all the fish".
Bill
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Hi Geoff,
I suppose the last resort you could take, is to go to the Ombudsman in regard to the poor service you have from Auran.
Surely, it must be illegal for a company to not deliver goods after taking your money so long ago.
I know Auran might be setting a new record for service, but one would hope it is a record they should be ashamed of.
Pete :wave:
Hi Bill,
It is so sad that you have received such poor attention to your questions, I really don't know what I would do if I were in your position.
I hope you take your thoughts of leaving the community, and maybe reconsider. The community needs people like you.
As I said to Geoff, Auran should be utterly ashamed of the inaction to respond to you. And any lame excuse they give will never suffice. You, and I think many others have been treated with very poorly.
In these times, it is vitally important for any company to strive for excellence in customer support, this develops goodwill, and can never be bought. Courtesy costs nothing, and in your case, goodwill has just nose dived.
Pete :wave:
Geoff_McDougall
Member since April 2002
Helpdesk is on the case
In fairness to the helpdesk I have to report that I got an email from Helpdesk Alan today (Sunday) saying once again that my problem has been passed to the online store. So now I guess we await a response from the store.
... Bill, if you are still here, don't give up mate! I have started a separate thread on "customer service" so please jump in there with your story.
Cheers, Geoff.
In fairness to the helpdesk I have to report that I got an email from Helpdesk Alan today (Sunday) saying once again that my problem has been passed to the online store. So now I guess we await a response from the store.
... Bill, if you are still here, don't give up mate! I have started a separate thread on "customer service" so please jump in there with your story.
Cheers, Geoff.
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Red_Rattler
Since 09 May 2003
Retailer's responsibility, technical support, implied & normal warranties
Alan, I have made a link in an earlier post here to were Rob claims Auran will no longer support TRS2004, if that is the case, then what is this:
This is also bad service, and if any version of Trainz (be it TRS2004 or earlier) was brought recently, and still has it's implied warranty & normal warranty, then the shop were you got it from HAS the responsibility if faulty, and if the that shop (be it online or not) is Auran, then Auran HAS the responsibility, otherwise it is a possible breach of the Australian Trade Practices Act.
If Auran state on your version that they support it in the way of technical help, then Auran HAS to support it.
Yet I have a helpdesk reply from Alan saying that ALL versions are supported, and he claimed it's only me saying that TRS2004 (& earlier) saying it isn't supported, despite Rob saying in another thread that TRS2004 will no longer be supported.
Alan, I have made a link in an earlier post here to were Rob claims Auran will no longer support TRS2004, if that is the case, then what is this:
Auran said:
This is also bad service, and if any version of Trainz (be it TRS2004 or earlier) was brought recently, and still has it's implied warranty & normal warranty, then the shop were you got it from HAS the responsibility if faulty, and if the that shop (be it online or not) is Auran, then Auran HAS the responsibility, otherwise it is a possible breach of the Australian Trade Practices Act.
If Auran state on your version that they support it in the way of technical help, then Auran HAS to support it.
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American_Connections
AC MonkeyWrench Models
Support?
According to what Geoff is saying, nothing is supported!
According to what Geoff is saying, nothing is supported!
Red_Rattler
Since 09 May 2003
If you don't receive your products that you paid for
This is only if you still don't recieve what you have paid for:
In that case, first write (or fax) what is known as a "Letter of Demand" (LOD) to the place of purchase. If the place of purchase was from Auran direct, then write the LOD to Auran's physical address (not the helpdesk). Give them time to reply, if the reply is not to your satisfaction, then I strongly suggest you go to your nearest Fair Trading office in your state, and make a formal written complaint. Say that you have tried contacting the place of purchase, yet still no product. If no product is available, ask for your money back under "Failure to provide goods in a reasonable time." I know the person that brought the other product above almost went to Fair Trading to ask for their money back, because of failure to supply goods in a reasonable time."
No it is not a record, I know people that have waited since October 2007 (due December 2007) for other (not Auran) products, and only got them this year!
This is only if you still don't recieve what you have paid for:
In that case, first write (or fax) what is known as a "Letter of Demand" (LOD) to the place of purchase. If the place of purchase was from Auran direct, then write the LOD to Auran's physical address (not the helpdesk). Give them time to reply, if the reply is not to your satisfaction, then I strongly suggest you go to your nearest Fair Trading office in your state, and make a formal written complaint. Say that you have tried contacting the place of purchase, yet still no product. If no product is available, ask for your money back under "Failure to provide goods in a reasonable time." I know the person that brought the other product above almost went to Fair Trading to ask for their money back, because of failure to supply goods in a reasonable time."
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Geoff_McDougall
Member since April 2002
Progress...
Helpdesk reports progress and purchase history now shows new order raised by Auran to replace the original one - I will keep you posted.
Helpdesk reports progress and purchase history now shows new order raised by Auran to replace the original one - I will keep you posted.
narrowgauge
92 year oldTrainz veteran
Hiballer's subscription notification problem
Bill and I are trying to trouble shoot the problem that is preventing him from getting subscription notifications. I sent him an email via the forum system and had this returned mail response. Could this be the problem.
Incidentally the kitsune.auran server has the wrong date, we have not yet reached May 1st.
Peter
Peter
Bill and I are trying to trouble shoot the problem that is preventing him from getting subscription notifications. I sent him an email via the forum system and had this returned mail response. Could this be the problem.
I have appended 'xx' to the links for the usual reason. What does this mean in relation to the forum system and server.
Incidentally the kitsune.auran server has the wrong date, we have not yet reached May 1st.
Peter
Peter
Peter:
A while back (many months ago I recon) the entire domain of SBCGlobal (which, in reality, is AT&T) was being blackballed by the entire continent of Australia due to an erroneous entry in some of the 'spamchecker' sites. I think you may remember when it affected our communications for the DHR. I am betting that Auran has a very old listing of banned domains and my domain is on it. All it would take is for someone to check the list.
Bill
A while back (many months ago I recon) the entire domain of SBCGlobal (which, in reality, is AT&T) was being blackballed by the entire continent of Australia due to an erroneous entry in some of the 'spamchecker' sites. I think you may remember when it affected our communications for the DHR. I am betting that Auran has a very old listing of banned domains and my domain is on it. All it would take is for someone to check the list.
Bill
narrowgauge
92 year oldTrainz veteran
Bill
I have just sent you another email via this forum. Let's see if you get notified.
Peter
I have just sent you another email via this forum. Let's see if you get notified.
Peter