johnwhelan
Well-known member
I'm happy with the present level of service.:wave:
Cheerio John
Cheerio John
Open petition to Auran for a better service PLEASE SIGN
- Thread starter chuffchuff
- Start date
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I think some people must be able to see the difference between development of a product, and the sale of a product.
This is two different areas, and if someone complain on the sales subject, then it is very strange to hear about development of the product, as a reason for accepting poor customer service.
There is no one that have complained toward any named named support representative, neither is it any reason to do so.
It is the management, by the top Director, that have all the blame. He/she is the one that shall know where the shoe hurt, if he don't get the message, then he has bad leaders below, and it is his/her responsibility to educate them or replace them.
If the ticket "storm" is great, it is his/her responsibility to put in more man power, or let the firm bleed from bad customer service.
If Auran is a small firm, with a good product, and good programmers, then maybe they should outscore the sales department and concentrate about development. The way they do it now, will only lead to downgrading of their "trademark".
Sales/customer service is equal or maybe more important then the product itself.
It is here the customer get his first impression of the product, and if this become negative, then that will also lead to negativity toward any product from the same firm.
For me, which in a way, have the same problem, created by the email fault early January, have come to the conclusion that the management in Auran lack the ability to speedy solve unexpected occurrences, and by that hurt themselves to a much greater degree then the error should bargain for.
This is two different areas, and if someone complain on the sales subject, then it is very strange to hear about development of the product, as a reason for accepting poor customer service.
There is no one that have complained toward any named named support representative, neither is it any reason to do so.
It is the management, by the top Director, that have all the blame. He/she is the one that shall know where the shoe hurt, if he don't get the message, then he has bad leaders below, and it is his/her responsibility to educate them or replace them.
If the ticket "storm" is great, it is his/her responsibility to put in more man power, or let the firm bleed from bad customer service.
If Auran is a small firm, with a good product, and good programmers, then maybe they should outscore the sales department and concentrate about development. The way they do it now, will only lead to downgrading of their "trademark".
Sales/customer service is equal or maybe more important then the product itself.
It is here the customer get his first impression of the product, and if this become negative, then that will also lead to negativity toward any product from the same firm.
For me, which in a way, have the same problem, created by the email fault early January, have come to the conclusion that the management in Auran lack the ability to speedy solve unexpected occurrences, and by that hurt themselves to a much greater degree then the error should bargain for.
We all have to face facts, train sims are never going to make millions. We are lucky to have any at all, let alone 3 main platforms. Auran may not be perfect but they do get there, eventually! If anyone is unhappy with Trainz give one of the others a try. I find it annoying when thing's go wrong ,but its not the end of the world
Thx for your suggestion...I sure will....when I have got back my money!
We have a saying......which might suit at least 50% of this community
"You shall not so easy accept the unfairness done to other then Yourself"
Again...I Don't think we talk about TRAINZ
Again... I don't think we talk about service people.
Again ...I don't think we are talking about development, or service pack.
Again.....I don't think we are talking about how big, or how small the sales is for Trainz world wide.
WE are only talking about CUSTOMER SERVICE, and the ability to straighten out errors done, that be unexpected, or the day to day running occurrence !
narrowgauge
92 year oldTrainz veteran
I'm out, Auran don't need this.
Peter
Peter
Winglessbird
New member
And mine.Auran is only one part of the bigger picture,and if we keep bashing them,what deeelare said may well happen.The doors could well close.Whilst we still have the forums available,we can a least help each other.NO Forums= NO help.Your Call!!
Rusti P.S. Count me out.
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Where did you get the idea that I was saying "I'm alright Jack", I just said that your list of grievances was disjointed !!!! Any thing else you read into it is your problem.
Besides the only thing in that whole list that pertains to you is,
"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."
If you had stuck with this complaint you would of got support from the members, however you are turning this into a hate campaign against Auran and attacking members of this forum if they say anything you do not like.
I am in no way supporting Auran with this, but now there is no way I will support you either.
Cheers David
Besides the only thing in that whole list that pertains to you is,
"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."
If you had stuck with this complaint you would of got support from the members, however you are turning this into a hate campaign against Auran and attacking members of this forum if they say anything you do not like.
I am in no way supporting Auran with this, but now there is no way I will support you either.
Cheers David
Yes I agree.
The major issue I've had is that whenever Auran or Neverfail or whatever they're called now makes a new release most other services are left to rot. The usual excuse is that the staff are to busy to fix DLS or whatever is playing because they have to work on update to fix mistakes overlooked in the first place. TS2010 could be my last purchase, because all this has happened before.
I tried 4 times to upload one item to the DLS 2 weeks ago, now it has apparently disappeared down some plughole not to DLS and no email of explanation either.
The major issue I've had is that whenever Auran or Neverfail or whatever they're called now makes a new release most other services are left to rot. The usual excuse is that the staff are to busy to fix DLS or whatever is playing because they have to work on update to fix mistakes overlooked in the first place. TS2010 could be my last purchase, because all this has happened before.
I tried 4 times to upload one item to the DLS 2 weeks ago, now it has apparently disappeared down some plughole not to DLS and no email of explanation either.
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NSWGR_46Class
Just call my Captain Rude
You are joking right - its a bit early for an April fools joke.
At present I am not the biggest fan of Auran but if you read the fourms you know what you getting right.
I am not the best fan of the DLS but then again I do not pay for it either and never had, never will, when I have used the free FCT's I have gained over the years it only every slowed my down load speeds.
If you were not happy with TS2009 and you purchased TS2010 thinking it was going to be better - more fool you.
At present I am not the biggest fan of Auran but if you read the fourms you know what you getting right.
I am not the best fan of the DLS but then again I do not pay for it either and never had, never will, when I have used the free FCT's I have gained over the years it only every slowed my down load speeds.
If you were not happy with TS2009 and you purchased TS2010 thinking it was going to be better - more fool you.
Hello,
just poppin' in to let you know we're here and listening and still doing our best with what we have as we have always done. Of course we want everyone to be satisfied with our service.
It's easy for me to remember back to 2000, when we were kickstarted on the back of a best seller. It was an exciting time. Resources were reasonably plentiful.
I'm flattered and very proud that our little community has grown and moved with the times and remained after all this time.
It's inspiring to see that personalities who helped us understand and find our space in the train simulation realm are still among us. Indeed many of these personalities actively participated in forming something with longevity. Hey, Brian?
It was a combination of bovine faeces and shear luck that Greg Lane gave me my start. It's inspiring to see that Greg's vision came to fruition and that such an enduring movement has formed around what he started. He originally said that he wanted the game to be something that a lot of railfans contribute to, and he sure achieved that.
Personally I knew long before the 3D revolution that my future would revolve around train simulation. There have always been those on the team who continue to contribute to Trainz in our own free time; whether in the limelight or silently behind the scenes.
James Moody, AKA Bloodnok for example, continues to churn out his astounding best despite enduring troublesome residency issues among other sacrifices he has chosen to make to continue on Trainz. We should all be thankful that there is passion for Trainz yet, in the community and on the dev team.
Ah... Helpdesk and the (apparently very) late delivery of a digital download, I'm not familiar with the details; however I can assure you that the Helpdesk is in very good hands in Zec Murphy, and he has proven to do an excellent job in a generally thankless task.
I can also assure you that technical staff do keep an eye on such issues, and do their best to ensure these issues are both rare and resolved.
I didn't post here to make excuses, just to plead insanity and hope you'll understand that we actually do this in good faith and still really hope you'll like what we produce.
Cheers for now,
~R~
just poppin' in to let you know we're here and listening and still doing our best with what we have as we have always done. Of course we want everyone to be satisfied with our service.
It's easy for me to remember back to 2000, when we were kickstarted on the back of a best seller. It was an exciting time. Resources were reasonably plentiful.
I'm flattered and very proud that our little community has grown and moved with the times and remained after all this time.
It's inspiring to see that personalities who helped us understand and find our space in the train simulation realm are still among us. Indeed many of these personalities actively participated in forming something with longevity. Hey, Brian?
It was a combination of bovine faeces and shear luck that Greg Lane gave me my start. It's inspiring to see that Greg's vision came to fruition and that such an enduring movement has formed around what he started. He originally said that he wanted the game to be something that a lot of railfans contribute to, and he sure achieved that.
Personally I knew long before the 3D revolution that my future would revolve around train simulation. There have always been those on the team who continue to contribute to Trainz in our own free time; whether in the limelight or silently behind the scenes.
James Moody, AKA Bloodnok for example, continues to churn out his astounding best despite enduring troublesome residency issues among other sacrifices he has chosen to make to continue on Trainz. We should all be thankful that there is passion for Trainz yet, in the community and on the dev team.
Ah... Helpdesk and the (apparently very) late delivery of a digital download, I'm not familiar with the details; however I can assure you that the Helpdesk is in very good hands in Zec Murphy, and he has proven to do an excellent job in a generally thankless task.
I can also assure you that technical staff do keep an eye on such issues, and do their best to ensure these issues are both rare and resolved.
I didn't post here to make excuses, just to plead insanity and hope you'll understand that we actually do this in good faith and still really hope you'll like what we produce.
Cheers for now,
~R~
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trainboy99
New member
I am still trying to figure out why my download is still not working......
trainboy99
New member
I am still trying to figure out why my download is still not working......
Hello,
just poppin' in to let you know we're here and listening and still doing our best with what we have as we have always done. Of course we want everyone to be satisfied with our service.
It's easy for me to remember back to 2000, when we were kickstarted on the back of a best seller. It was an exciting time. Resources were reasonably plentiful.
I'm flattered and very proud that our little community has grown and moved with the times and remained after all this time.
It's inspiring to see that personalities who helped us understand and find our space in the train simulation realm are still among us. Indeed many of these personalities actively participated in forming something with longevity. Hey, Brian?
It was a combination of bovine faeces and shear luck that Greg Lane gave me my start. It's inspiring to see that Greg's vision came to fruition and that such an enduring movement has formed around what he started. He originally said that he wanted the game to be something that a lot of railfans contribute to, and he sure achieved that.
Personally I knew long before the 3D revolution that my future would revolve around train simulation. There have always been those on the team who continue to contribute to Trainz in our own free time; whether in the limelight or silently behind the scenes.
James Moody, AKA Bloodnok for example, continues to churn out his astounding best despite enduring troublesome residency issues among other sacrifices he has chosen to make to continue on Trainz. We should all be thankful that there is passion for Trainz yet, in the community and on the dev team.
Ah... Helpdesk and the (apparently very) late delivery of a digital download, I'm not familiar with the details; however I can assure you that the Helpdesk is in very good hands in Zec Murphy, and he has proven to do an excellent job in a generally thankless task.
I can also assure you that technical staff do keep an eye on such issues, and do their best to ensure these issues are both rare and resolved.
I didn't post here to make excuses, just to plead insanity and hope you'll understand that we actually do this in good faith and still really hope you'll like what we produce.
Cheers for now,
~R~
A very nice post.......for the fans.....for those who haven't experienced what this thread is about....and for those who haven't a clue about how to run a firm.
Your fans will clap.
Those who have received injustice will only shy your firm even more.
The first thing one should do is to read the Threads tittle.
Then one should use the major content to explain why we are wrong in our thoughts, or tell what Auran will do about it.
After all this is something that have been running for the last 50 days at least.
People are afraid that the forum shall be closed down.
Well it will surly be if the customers vanish from their product.
Even if the "fan her in the forum" have a strong voice, that tells again and again that everything is ok...that we must understand how thing works...that we must have patient.....then they must understand that they themselves are not many enough to make this product running.
Auran need new customers all the time.
Auran need Goodwill, which is created by customer service, combined with good products.
To live on earlier time will only damage the Company, You are NEVER better then your last order, You can never live on history for a long period of time.
To build a company name takes long time and lots of effort.
To destroy a company name takes little effort and is done in a short time.
For the Fans!
I have never arrived here in order to complain on Auran!
I have arrived here in order to get a product.
When I don't get the product, then I am entitled to complain.
The way Auran have built up their Customer service, is it very limited what way you can deliver this complains, and by that some use the forum for it.
Members of the forum should take complains as a "marker" on how the service is by Auran, and what they have to expect when they do their next order.
Not all experience faulty delivery, but if you do, then you know it can take long time, and that you are seen as a quarrel maker from the community, because instead of playing with their Trainz, they want to have a good social relationship, with gossip and few problems.
Well....maybe you soon will have this back.....it all depend on what Auran do with their Customer service, which is their Life vein, in order to stay alive.
Said from one who have own, and run business for almost 40 years!
First Page
I have only read the first page and do not intend reading any more. I most certainly WILL NOT add my opinion to this other than what is to follow in my post and it will also certainly not endorse a complaint.
Auran are a company that needs to make a profit, otherwise there will be no Trainz at all and then where will you all be? In the deep doodo is the answer!
In my own experience of Auran, and I have used it since the very first Trainz, they have been kind and helpful to a high degree. If I have had a problem they have sorted it out. Maybe not right away, but then I am not the only person in the world needing some sort of assistance, so I am patient with them and more importanly, polite. I try not to criticise them at the least thing that goes awry, and things often do, but also very often this is caused by me rather than Auran.
I do not know of any other train sim that offers the buyers the service you get here, in fact I do not know of any other game provider that does.
Auran have tried hard over the years to meet the user demands, some of which, in MHO, are a bit far fetched, but Auran have tried and you now have Trainz 2010 for your use and enjoyment. 2010 is a far cry from the original Trainz.
Okay, it may not work right straight off the bat, most of the Trainz series never have, but patches have come on stream and resolved most issues and as I understand it there is more resolving to come so that you, the end user, have a good product.
The price of any of the series individually has been extremely competitive and fair, considering the amount of work needed to produce a complex program such as Trainz - I don't know how they do it quite frankly.
Most other sims charge you for extra assets, usually sold on a CD. Auran do not, most of the considerable content you can get your hands on is totally free, and that is like a breath of fresh air in today's business climate!
Just stop and think about the costs of doing in model trains what you can do in Trainz - the thought is horrifying. Trainz is a bargain and you all know it.
So I suggest that people stop moaning and start trying to cooperate and help Auran achieve their goals, because those goals are the same as yours in the end.
That's my twopennyworth....
Angela
I have only read the first page and do not intend reading any more. I most certainly WILL NOT add my opinion to this other than what is to follow in my post and it will also certainly not endorse a complaint.
Auran are a company that needs to make a profit, otherwise there will be no Trainz at all and then where will you all be? In the deep doodo is the answer!
In my own experience of Auran, and I have used it since the very first Trainz, they have been kind and helpful to a high degree. If I have had a problem they have sorted it out. Maybe not right away, but then I am not the only person in the world needing some sort of assistance, so I am patient with them and more importanly, polite. I try not to criticise them at the least thing that goes awry, and things often do, but also very often this is caused by me rather than Auran.
I do not know of any other train sim that offers the buyers the service you get here, in fact I do not know of any other game provider that does.
Auran have tried hard over the years to meet the user demands, some of which, in MHO, are a bit far fetched, but Auran have tried and you now have Trainz 2010 for your use and enjoyment. 2010 is a far cry from the original Trainz.
Okay, it may not work right straight off the bat, most of the Trainz series never have, but patches have come on stream and resolved most issues and as I understand it there is more resolving to come so that you, the end user, have a good product.
The price of any of the series individually has been extremely competitive and fair, considering the amount of work needed to produce a complex program such as Trainz - I don't know how they do it quite frankly.
Most other sims charge you for extra assets, usually sold on a CD. Auran do not, most of the considerable content you can get your hands on is totally free, and that is like a breath of fresh air in today's business climate!
Just stop and think about the costs of doing in model trains what you can do in Trainz - the thought is horrifying. Trainz is a bargain and you all know it.
So I suggest that people stop moaning and start trying to cooperate and help Auran achieve their goals, because those goals are the same as yours in the end.
That's my twopennyworth....
Angela
Baureihe41
Banned
Because he is only ONE voice and not by definition representative of the larger community. I am not an Auran fan and have plenty of complaints about their product and its bugs. I do however also give credit where credit is due and don't feel it is correct to support this witch hunt because ONE person didn't get the download functioning (yet).
Besides, isn't it just possible that the problem lies at the receiving end of this problem? I try to listen to both sides of a story and as of yet only have heared one.
WestSideRailways
Active member
1. Always received an answer back from helpdesk, i am not an inpatient person, so i just wait untill i get an answer back.
REASON :- It is only a game after all.!!
2. QA in Auran should take care of this, if you have a problem with this tell Auran and be patient.
3. Is unreasonable, Because, no company NOT even MS can gurrrentee this. Every company has a limit, after that you just have to patient.
4. Is nothing to do with the users.
5. Agree with this point, up to a point, and i think that 3 days is too short for a small company.
6. Will only increase the price of the product.
7. The same answer as #2.
8. Possible, but this could also increase the product price.
9. I would say impossible at this time.
I agree that , if you paid for a product, you should receive it. If it was a download, then did you ask for it to be shipped. Remember nothing is perfect, have patient, allways take a deep breath before, speaking or typing.
And to those who have said that they have run companys before, i say to you, when you were runing those company's did you ever have people/users that were unhappy with you or the way you were running that company.? What did you tell them.???
It is easy to have the shoe on the other foot, as it is easy to critizse others.
If i go into a computer shop and ask for 2 computers exactly the same.....built with the same componements, and when up & running they will be like chalk & chesse, that is the y problem & software is no help either.. Which by the way also brings it own faults to the system, as we all know, NO software is 100% bug free, NO matter what the company's say.
I reject this petition.
Michael
REASON :- It is only a game after all.!!
2. QA in Auran should take care of this, if you have a problem with this tell Auran and be patient.
3. Is unreasonable, Because, no company NOT even MS can gurrrentee this. Every company has a limit, after that you just have to patient.
4. Is nothing to do with the users.
5. Agree with this point, up to a point, and i think that 3 days is too short for a small company.
6. Will only increase the price of the product.
7. The same answer as #2.
8. Possible, but this could also increase the product price.
9. I would say impossible at this time.
I agree that , if you paid for a product, you should receive it. If it was a download, then did you ask for it to be shipped. Remember nothing is perfect, have patient, allways take a deep breath before, speaking or typing.
And to those who have said that they have run companys before, i say to you, when you were runing those company's did you ever have people/users that were unhappy with you or the way you were running that company.? What did you tell them.???
It is easy to have the shoe on the other foot, as it is easy to critizse others.
If i go into a computer shop and ask for 2 computers exactly the same.....built with the same componements, and when up & running they will be like chalk & chesse, that is the y problem & software is no help either.. Which by the way also brings it own faults to the system, as we all know, NO software is 100% bug free, NO matter what the company's say.
I reject this petition.
Michael
How did I know that you'd single me out Rob?It's inspiring to see that personalities who helped us understand and find our space in the train simulation realm are still among us. Indeed many of these personalities actively participated in forming something with longevity. Hey, Brian?
LOL
From Beta Testing, breaking through the script barrier with all the other pioneers (hey, get me), coming second in your screenshot competition with my "A Link to the Past" entry ( I still say I should have won. lol), introducing others to scripting with StopGap, helping many people out with creating Session Scenarios, etc, etc.
It's easy for others in this thread to forget all this (or even be unaware of it all), and to think that I've just got some grudge against Auran, but that's ok.
I've got broad shoulders.
I've just never subscribed to blind faith.
Years ago I was seen to be one of the "sunshine blowers" that had nothing but good things to say about Trainz.
My praise back then is as sincere and honest as my criticism is now.
Anyone that's been here long enough will know that I just speak my mind.
If you look at my posts for the last couple of weeks, you'll find me saying how poor the service is and how good TS2010 is.
That doesn't fit in with what some of the posters in this thread have said, but that's because they are presuming that I have an axe to grind with Auran, and that couldn't be further from the truth.
Auran have been very good to me personally over the years.
Very generous in fact, and I have the goodies to prove it too.
I can see my TRS2004 Content Creator Shirt, my TRS2004 signed by all the Auran team, my Limited Edition Metal Boxed TRS2006 set, etc, etc, all from where I'm sitting right now.
Seriously, very generous.
Maybe this is what was meant by Trainz running at a loss, I don't know.
My passion for Trainz is as great today as it was back in those days, in no small part due to TS2010.
I applaud what Chris and James and any other coders involved with the project have done.
In fact, I've said so in another thread.
But there's the rub!
You finally have a game that's a worthy successor to TRS2004, and you're not taking full advantage of that.
Maybe you need more competition.
But let's not ignore the fact that the person who started this thread (Dave) was also a beta tester, has also been around since the early days, and has also contributed a lot to the community like his great layout and scenarios.
Auran have done the difficult job of getting a great version of Trainz out with a minimal team, and they've done that very well.
But you've then stuffed up the PR by leaving all these people hanging for weeks.
I quote Sir Rob:
I'm sorry mate, but that's not good enough.
You'll always have an army of people on here who won't have a word said against Auran, but Trainz hasn't matured into what it is today by having everyone agreeing with you.
I trust that now you have posted in this thread, Dave's problem will be solved, along with all the others in the same boat?
Also, it's good to see that you finally rediscovered the ability to post on these forums.
Did they hide your keyboard?
Smiley.
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