Open petition to Auran for a better service PLEASE SIGN

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Message to Chuffchuff,

I have contacted Rob, and hopefully he will pass on my message to the right person at Auran to deal with your request. I hope it's Zec Murphy as he is the best to solve your problem, as he has helped me many times in the past.

I understand from your long winded post, the problem is with your digital download and that you have not received it, I would like to know were are you having the problem...

1/. Have you paid for it, but it doesn't show you have paid for it, and the download doesn't show up.?.

or

2/. Have you paid for it, it shows up, but it comes down very slow.?.

If it's the 1st one, it's Auran's problem, if it's the second one, then there is a problem between you and Auran, via your internet connection.

Please let us know which one, and if it's the second one, please post if you can, your computer specs and internet bandwith information.

I have decided instead of turning against you and your petition, to try and help you, if you can post your details on here, we as a forum family, might be able to help further.

Hope this helps

Joe Airtime
 
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I will end my contribution to this thread with a link.

I recommend all to read it, then they might understand why customer service is of importance.

I will also give you fan a tought:

Action gives reaction.

If you love Auran, If you want no complains posted, If you want silence about problems ....THEN;

DO NOT POST IN THE THREAD!!!

This is what Auran do...in hope that it will silence the complainer.

When you fight for your precious developer, you only bring more fuel to the fire.

Another thought is.....if 90% of customers is pleased....is then the other 10% wrong in their demand to have their error fixed?

take 5 minutes to read this....not written by me :)
http://sbinfocanada.about.com/od/customerservice/a/custservrules.htm
 
I'm a long time Auran customer and have been pretty much a lurker on the forums over the years. I wish I'd done a bit of forum reading before recently trying to buy Trainz 2010 (digital download) because it would certainly have affected my decision to (try to) buy. Since I'd always been happy with the previous versions of Trainz, I figured I'd pay me money and get what I paid for. Not so. Auran has charged my credit card, but my order still shows "in process". No links, no serial number, no emails, nothing. Yes, I've put in a trouble ticket. I even marked it "Critical" thinking that would help. I'm not quite ready to sign this petition, but may if I can't access what I've paid for soon. No one, including me, wants to see a company like Auran fail, much less self-destruct. Here's hoping Zec gets some help soon so more issues can get cleared up faster....

p.s. @Airtime if you could include my info/problem along with Chuffchuff's to Rob I'd appreciate it. Its definitely problem 1. I've paid for Trainz 2010, it shows up in my cc account, but my order shows "in process". Thanks...
 
Hi There.
I have (or should I say have been) a keen supporter of Trainz in the past on these forums often defending the company when people have complained over what would seem to be trivial matters. However, on 8 February I renewed my first class ticket and since then have not been able to download anything at all from the DLS.

Despite my credit card being debited almost immediately after the transaction, for over a week now each time I log on to the planet Auran website I see confirmation of the transaction followed by the message "authorization pending, please check back later". My original ticket to the help desk sent one day after the transaction still goes unanswered. I have already e-mailed them this morning (15 February) stating that to take money from a person and then not deliver the services advertised IS FRAUD.

Let's be clear about one thing here, many of us are not talking about missing dependencies or assets that do not work in 2010 which were designed for previous versions. What we are talking about is people taking money and not providing the goods or services promised. I repeat that is FRAUD OR THEFT and I for one will hound Auran for the services they promised or my money back even if that means some of us will hound them out of business. For me in British currency I have only lost £13. But there is a principle at stake and that principle is that anyone taking money without providing the services they promised should not be in business.

I will not let this go
Bill
 
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Edvin1aa said:
If you love Auran, If you want no complains posted, If you want silence about problems ....THEN;

DO NOT POST IN THE THREAD!!!
Click to expand...

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.
 
WestSideRailways said:
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.!!

Be patient it's only a game. I have very often said that myself to people posting on these forums regarding problems with running trainz.

Auran undoubtedly have limited resources and limited staff just as many other companies have. Helping customers with problems takes time and resources, I've also said that. But taking money from people's accounts and then not providing the product or services that has been paid for is totally different.

Let's look at it this way, if you bought something at a retail store, paid for it and then found that the person serving you refused to give you your product and then refused to even talk to you as to why you could not have your goods you would certainly not put up with that.

In the above you might look around outside for a policeman or call the in-store security. You would in all probability go to see the senior manager within the store and have a face-to-face confrontation with him. whatever action you took you would take direct action.

Why then should people who offer services and products over the Internet be allowed to get away any lighter. There are people posting on these forums who have waited for their products since before Christmas. Products they have paid for. As I have said in my previous posting in my book that is fraud or theft. Auran customers that have been treated this way should and must take direct action otherwise other dubious companies may well feel that they can also get away with it.

I certainly will take action if I do not have my money refunded or the product I have paid for provided in the next couple of days

Bill
Click to expand...
 
Bash Auran out of business, that is interesting.

This forum is only a small representation of people who have bought Trainz. How many new users have bought it and shelved it never to return because of bugs, or are having problems just getting it. Not everyone who buys and uses Trainz come to these boards.

A witch hunt solves nothing but neither does rushing in to defend. Silencing anyone who says anything negative hurts as much as the bashing, how else can Auran know there are problems. Some companies pay big money to groups to get feed back of their products, good or bad. We're giving it for free. If past actions still hold true Auran is watching these forums for that feed back.

I currently have five versions of Trainz and will not be buying another. When I voiced my opinion why I was set on and in some cases insulted by the faithful. What can Auran do to get my business back? They'll never know because any feed back they may get gets stomped in the one place I can give it, here. An unhappy customer has every right to voice their concerns, we have no right to attack them for it.

One poster has already directed another to a different sim. I bet Auran appreciates your staunch defense cost them a customer. Some are going to love them out of business.

Dave....
 
sparky15 said:
An unhappy customer has every right to voice their concerns, we have no right to attack them for it.
Click to expand...
I agree that an unhappy customer has a right to voice their opinion, but if it is in error for some reason then it is also right to point that out.
 
Depends on the "error".

Pointing out user error is constructive and helpful.

"I don't like speetrees" is an opinion, therefore not debatable.

Paying for an undelivered product is a valid issue.

Dave......
 
amigacooke said:
True, but opinions without a reason are entirely useless.
Click to expand...

paying for a product or service and not receiving it is not stating an opinion. IT IS STATING A FACT AND A FACT THAT MUST BE DIRECTLY CHALLENGED WITH THE PERSON OR COMPANY THAT HAS ILLEGALLY TAKEN YOUR MONEY.

To allow the above to go unchallenged only encourages others to act illegally. Therefore those who do directly challenge others who do not provide goods or services that have been paid for benefits everyone everywhere.

Bill
 
You know... If you are having issues getting in contact with Auran's help desk you could always visit the IRC server. Zec is a nice and helpful guy and can often be found on the IRC server (when on and off the clock, though he gets rather silent when on the clock as he is working through a 4-6 day back log of tickets.)
 
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