Open petition to Auran for a better service PLEASE SIGN

[chuffchuff]

Users may be aware of ongoing problems I have been having in the support forum...... I am not alone by far. Auran's support system, the so called help desk, admits it has been unable to cope. The server can't cope with downloads of TRS2010 EE meaning that people who have purchased the product still can't use it. Purchases of both the mailed and digital product are regularly failing. After many years of what could be described as outstanding support Auran's computer infrastructure and support seems to be about as low as it could ever get.

If you are sick and tired of all this and even if you are despairing over continual download station server (& CMP) problems - we have now had excuses for years on this - please consider signing.

With grateful thanks to anybody who, like me, wishes to see us loyal Trainzsters treated with more respect.
Dave

...................................................................................

We the undersigned members of the Trainz community plead with Auran to:

1. Restore sufficient resources to the Help Desk so it can cope with demand at ALL TIMES
2. Investigate and take immediate action to investigate why on line purchases are failing on occasions even though Planet Auran records the transaction as successful.
3. Ensure that ALL people who have been eventually successful in obtaining a serial no for TRS2010 can actually connect to a server which not only works but can cope with demand and download at a suitable speed given the file sizes. If you CANNOT commit to this send the disc format to all people concerned FREE OF CHARGE.
4. Commit sufficient funds to ensure that Auran's system can cope with purchases both now and in the future.
5. Give a service commitment so that when a helpdesk query is filed it WILL receive an answer within 72 hours (3 working days) at the MAXIMUM.
6. Give a commitment that in future the server will be able to cope with product purchases. If a purchase fails due to the inadequacies of Auran's server then the buyer can receive a quoted discount (25%) for each consecutive failure by Auran to complete the purchase. (I've had an original Auran server failure and now a download server failure so in my example it should be 50% off/refund)
7. Give a service commitment that resources will be put in place to ensure the download station server can cope with demand the vast majority of the time (95%+) not on rare occasions.
8. For each hour that the download station cannot cope (falls below a given speed) or fails completely FIRST CLASS TICKET holders should accrue an equal length of FREE FIRST CLASS TICKET once the current one expires
9. Promise to all owners of Trainz that within a period of 12 weeks across the board service standards will be put in place so that all owners of the Trainz range know what to expect from Auran support at all times and that service levels will return to the standard that was admired in the past.

.................................................................................................

 

[chuffchuff]

Ignore this one post duplicated due to this horrendously slow forum server - just reinforces my point
Dave

 

[chuffchuff]

Obviously I'm wanting this better service

Dave

 

[pommie]

1 and 5 are the same,
2,3,4 and 6 are the same,
7 and 8 are the same,
And you forgot,
10. Triple the price of trainz and FCT's to pay for all of the above.

Cheers David

 

[chuffchuff]

10. Triple the price of trainz and FCT's to pay for all of the above.

Cheers David[/quote]

It doesn't matter what the price is for a product that is not made available is it?

You are in Australia - copies are probably available more easily locally and if not local mail is quicker.

People are trying to buy this on the other side of the world David and if you don't have any problem you did not need to comment.

Many are having problems even if you are not.

And yes certain points do overlap in subject with others but the points are relevant. Sorry about that but having had a brain haemorrhage my arrangement skills in writing aren't what they used to be.

Sorry my writing didn't meet grammatic approval standards as a result but I think unhappy users will get my drift.
Dave

 

[Baureihe41]

Had not one single problem purchasing and downloading TS2009 and S&C or getting an FCT functioning.

If you have a problem with the services offered you should make use of the warranty that comes with the product and get you money back instead of instigating a witch-hunt here in the forums.

 

[chuffchuff]

Had not one single problem purchasing and downloading TS2009 and S&C or getting an FCT functioning.

If you have a problem with the services offered you should make use of the warranty that comes with the product and get you money back instead of instigating a witch-hunt here in the forums.

What product? I cant get a product?

 

[Accipiter777]

Quote "People are trying to buy this on the other side of the world David and if you don't have any problem you did not need to comment"

Seems an opposing view is not wanted here. your argument would be one sided. if people are not liking a product or the customer service provided then dont buy new releases. No repeat customer, no new customers mean no money. truth is your petition is repetative and not at all constructive. it becomes a rant. I bought TRS06 and will not buy a new version until I see Auran moving in a positive direction. I see what other people are having trouble with, their complaints, etc... Until I see better, I tolerate. Auran will always be successful as long as people keep buying regardless of anything.

 

[Baureihe41]

What product? I cant get a product?

Tsk. Because of that you CAN ask a refund. Don't act the fool.

 

[Approach_Medium]

While I had no trouble downloading my pre-ordered digital copy of TS2010 (I downloaded within minutes of the release), I would like to see the server problems with DLS and Planet Auran resolved.
I suppose that all of the problems relate to insufficient server capacity, and poor internet connections.

Yesterday, I was trying to get into my Auran profile, but could not do so until late last night.
I am constantly having problems when starting CM; cannot connect to Planet Auran.
The game runs, and I can use CM without the internet connection, but when I want to find something on DLS, it's a problem.

I have not used the Auran helpdesk. I normally resort to using the forum. I think you stand a much better chance to have your questions answered by non-auran personnel.

With all of this trouble, I have decided that TS2010 is going to be my last version of Trainz, unless Auran makes major improvements to both the game, and online services (DLS, etc).

It is a shame that they have produced what could be a first-rate simulation, but have failed to fix certain problems in a timely manner; and I think of the Treez pack issue; and provide reliable connectivity for online features.

Auran made a big deal about chat in gameplay, but does it work?
I have disabled chat because I am afraid that it will either slow game play, or crash the game completely.

Sometimes I disable my internet connection before starting Trainz, so that it won't look for Planet Auran at all.

I hope they take note of this thread.

FW

 

[deeelare]

chuffchuff ,

Your idea might have some merit , but what if ;

Auran decides there is no way they can find the monies to accomplish the services you have asked for , and simply shut down the Forum , DLS , and close the doors !
Progress is slow , things are not perfect in Auranville , but it is better than some alternatives ?

My thoughts --- ,DLR

 

[Gary25b]

I support any improvements Auran can make as per the post here, however, I have to say: I'm in the US, downloaded TS2010 in about 30 minutes or so, installed, got SP1, do not have a first class ticket, but yesterday evening I downloaded 100 meg from the DLS in about 2 hours. I have Verizon Fios internet connection.

My point is, some of the problems people experience may be due to their internet connection type - yes Auran should do their utmost to resolve issues for those, but there would be a limit on what they could do. I pay $50+ a month for Fios, so add that in to my cost for Trainz indirectly. The customer has to end up paying whatever it takes to get good service, or the product won't be available.

As for the helpdesk response, if Auran says it will respond in a timely fashion, it should do so.

 

[al_sa]

I very much agree with the petition on the points of Server issues. For two weeks now I have been seeing the same thing "Download limit reached" I have changed my password, and Helpdesk is as futile as ever. So consider me signed.

 

[American_Connections]

Your Words

I do not have a first class ticket, but yesterday evening I downloaded 100 meg from the DLS in about 2 hours.quote]
Pretty much tell ya what a FCT is worth! Even with one you will still be subject to requests to thier server at the time. They can only provide so much!

 

[airtime]

Auran at this present moment in time are a very talented but small team, and we should be supporting our Auran friends, not building an army against them, they have given us so much in so little time, we should be thankful and grateful that we have talented and creative artists on our side, building a fabulous rail simulator which outstrips and beats Railworks any day.

I can understand some peoples frustations on this forum, but the Auran team are currently trying to solve a couple of problems from TS2009 and TS2010, and are currently in the process of building service packs for both simulators, they are also trying to do there best to upload some new content onto the download station which can take some time to do.

The helpdesk is there to post any problems you may have, and yes it may take some time to get a reply, but they will get to you in time, and yes they will gladly help you, if you ask nicely. Put your point across by all means, but lets not start a witch hunt against Auran, not after they have produced an excellent train simulator that brings us all together...

I don't agree with the petition, so in the world of dragons den - I'm out

Joe Airtime

 

[sparky15]

I'm pretty much anti Auran at the moment but I do agree about starting a witch hunt. But.....

Auran is a for profit company. They aren't doing this in their spare time. Some of the problems people are posting are valid concerns. While it would be nice to consider them friends they are a business, no more no less. A product is for sale and money changed hands. Expecting that product to be delivered and working is not a witch hunt. I would give my next paycheck to see the howls if they ordered a pizza and the guy showed up with a bag of flour, a tomato or two and a brick of cheese and wished them luck.

I'm sick of poor Auran and their understaffing being used as an excuse. They are a business and customers have the right to expect their payed for product delivered and working. If they are behind on orders I guess the money is flowing in, hire someone to help catch up.

This is in no way a reflection on the guy manning the desk. The few dealings I've had with him were very quick and prompt but very easy to solve. Take the new influx of cash and help the guy out. If not poor customer service or shoddy products will kill any future profits. I wish MSTS 2 would have been released. Maybe the competition would get the COMPANY up and moving.

Dave.....

 

[Sampug394]

Wow. Looks like another brooding ground for Complaints.

Days ago I got an infraction for posting a thread that simply had the First amendment on it; the Right to Free Speech. Now, why that was such a bad thing I don't know, but it's not nearly as bad as trying to get a group of people to Send a gigantic, Bite-heads-off complaint to Auran, which has been proven to not be a Thousand-person staffed company...

Why don't the Hotheads on the forum give everybody's Favourite game company a break FOR ONCE.

 

[Buffalo_trains93]

The only problem I've really had is the bogus update that required me to UNINSTALL my game, to apply the patch. I had no problems with 09 before, now, I can't even play it. That's what I don't understand. Why I have to uninstall my game to apply a patch. Never had to do that with any of my other games. For those of us that have Folders apon Folders of content, it would take a while to get everything backed up. Now, before anyone says "You should've backed it up first", no, I shouldn't have. I shouldn't expect to have to uninstall the game only 3 months after having it. One other problem is the DLS. Uploading, downloading, you name it. Nevertheless, Auran and us as the Community have to step up TOGETHER! and do something about it. We can't keep playing the blame game. We as the communtiy can't expect Auran to fix everything. That's impossible. All games have glitchs. But Auran (And lately it seems like they really have been trying) needs to work towards helping the major and underlying problems facing the games. The DLS is back, and it looks like they made a conciencious effort as far as 2010 looks because it looks pretty good!

Let's all work together to make this a better community and train sim. Playing the Blame Game is just postponing any progress that can be made.

Just my 2 cents,

Take care,

Ryan:wave:

Edit: I'm not signing the Petition ethier. Auran is doing what they can.

 

[aardvark1]

You may want to address your issues here:

http://forums.auran.com/trainz/showpost.php?p=549690&postcount=19

Mr. Edelsten controls the "purse strings".... not the people from N3V Games (formerly known as Auran).

Give Chris (Windwalkr) and Zec and Spiffy and others a break. They are doing the best they can with what they have to work with.

MS was smart enough to know how small a market Train Sims are on the global scale.

NO.... I am not signing the petition.

Have fun,

 

[Smileyman]

Why are people who bought the game and have received it, telling someone who bought the game a month ago and still doesn't have it that the service is not bad?

We're talking about a digital download here.
I never took that long to get hold of something when I was on dial-up years ago.

Sparky was spot on when he said that Dave has ordered a product from a business and should expect it do be delivered, whether electronically or by mail.
I'm also getting fed up with the excuse of Auran being understaffed.

The only way Auran are going to get out of this economic hell is to sell more games, and if they can't get that part right then I fear they really are in trouble.

A certain amount of years ago, a certain person took over control of the Trainz projects, and he said at the time that Trainz had been running at a loss for years and it was time to streamline the process so that it would become economically viable.
This has obviously meant squeezing every penny of out service and community interaction to maximise profits and please shareholders.
It's gone from the sublime to the ridiculous, and they need to find the middle ground between the two.

You get my vote Dave.

It's staggering to see people posting in a thread like this telling you they have their game and it downloaded fast and it works fine.
I also got my TS2010 downloaded and installed and working fine 30 minutes after I paid for it, but so what!
That's not the point of this thread.

If any of you guys end up on the blunt end of Auran's customer service in the future, I'm sure you'd like the community to support you.

Smiley.