I think both sides of the argument should be heard. If people want to sign then let them sign, if not let them express their opinion. As to your post of which I have selected a line. You have no right to tell people what to do in this thread. You are not the thread starter neither are you a moderator. I will NOT sign. I have had no reason to complain as yet, when that time comes I will do so in a civilized manner.
You don't need to sign the petition, neither do I.
I don't think you have understood why I posted what I posted, and I shall try to spell it out.
If a company have a "constant customer service" where they adjust according to demand, then all customers view are valid and carry the same weight.
When a company change their service standard, or don't follow up when "tickets" increase, THEN not all customers view carry the same WEIGHT!
The way I see this, then only customers who have had a reason to contact customer service from in 2010, carry a weight in this discussion....the rest has no way to know what they are talking about, "they live on times when everything was better", and instead of discussing out from fact, they discuss out from personal opinions, which not always carry the truth as it is.
Someone thought I had a Grudge toward Auran, I have not, but I am flabbergasted that a company chose to have such a lousy level on customer service (not a complain toward Zec because he do what he can)
What bother me more is the unison cry from the regulars here in the forum, who call for patient, who deliver one excuse after another in order for OTHER THEN THEMSELVES to understand they must give Auran time.
At the same time they have seen a major increase in Tickets, they have seen and read that tickets after heavy work, have come down to 5 days, but only because those tickets which carry some work is put aside!!!!!
How on earth can you say this is what YOU shall live with?
Why on earth is this something Zec shall put up and live with?
How long can a company live with putting away the tricky request in order to cope with the easy ones?
It is only for you all to read the post around to understand that the service has decreased, that something is wrong, there must be a REASON for the increase in tickets, and this is what it all is about!!! Not that YOU own every single copy of TRAINZ...NOT that you have never had ANY problem with AURAN, NOT that Trainz is better then Railworks and so on....ONLY PRESENT SERVICE LEVEL, and in order for you to have a counted opinion, you must only look at present time!
A short history:
Bought Trainz2010 as DL 2 January 2010
Did not receive any confirmation mail on how to proceed.
Was put into Auran Planet, but since I did not know what to do logged out.
Hoped for a mail,got none, next day I tried to enter my planet account, but had no password.
Tried to use "lost PW", got confirmation that such thing was sent, but at the same time the page stated that there was an error in line 711 that prevented the program to talk to the email program.
I tried to make a new Planet account with another name, and another email account, I was stopped because of the confirmation mail never was sent because of the 711 error.
I tried to go to helpdesk, but you are only allowed to post inside this when you are able to log in.
I tried every email address that was listed, but got the response that they was no longer monitored..use helpdesk, I even tried Whois on the net.
Then 6 of January I tried the forum and used "Lost password" there. This was a lucky move, since I got a response. With this pw I was able to log into helpdesk, but not to Planet.
A ticket was posted 6 of January, with Urgent, because I believed I had such importent information for Auran regarding the email error. At the same time I cancelled the order due to fail of delivery, and the amount was drawn on my VISA account.
A following up post was posted 7 of January with picture of the error.
Waiting, waiting, waiting...started to post in the forum.
Since the Simulator was a gift to my 12 years old Grandson, who haven't a clue about how thing works (like.......) I took the liberty to buy the same game from Just Train 7 of January as DL and 150 minutes later it was on my PC.
My first response from Zec was 22 January, where is was offered DL help, even if I had stated that the game already was bought elsewhere and was on my PC. (again no complain toward Zec, he offer all the help he has to his disposal)
Same day I confirmed that the only option is to refund my money, since they could not deliver.
To make it short...today we write 16 feb...still no refund....still is the case open....so I assume I am in the pile that is difficult to handle.
Of course I will not go bankrupt from AUD 49,95, and in fact even if I loose them, Auran will loose so much more, and that only because of lousy handy-work!
Now...My question is.....Is this good Customer service?
Is this the way they get returning customers?
And my last question is then...do people who don't know about the service level, in 2010, have any real impact in this discussion?
