Ordered Trains Classic Not happy with treatment

C

Centro

New member
Ordered Trains Classic 1 & 2 from Auran website. My credit card was charged but status hasn't changed for a week now. Still shows "pending".
I can understand delays but no one has responded to my inquiries. I've tried the "help desk" and the main contact number for the distributor. I'm not happy with that.

Bob:(
 
Media, eh? Just up the B. Pike from my location. Anyways, depending on which carrier you chose, check the Tracking number and contact the shipping company for a status report. Failing that, contact the Auran so-called Help Desk and give them your CC and shipping info.
 
Hey there neighbor! I probably didn't make myself clear. It hasn't shipped yet. Status is pending. My credit card was charged so I'd like to know what the delay is. No response to my emails. It's as if no one is there.
No tracking number but I did get an email initially that order was being processed.

Bob
 
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Centro said:
Hey there neighbor! I probably didn't make myself clear. It hasn't shipped yet. Status is pending. My credit card was charged so I'd like to know what the delay is. No response to my emails. It's as if no one is there.
No tracking number but I did get an email initially that order was being processed.

Bob
Click to expand...

Hello Centro

I've sent Rob a e-mail about this just now, hopefully things will be sorted for you early next week.

Regards

Ahsan:)
 
Centro said:
Hey there neighbor! I probably didn't make myself clear. It hasn't shipped yet. Status is pending. My credit card was charged so I'd like to know what the delay is. No response to my emails. It's as if no one is there.
No tracking number but I did get an email initially that order was being processed.

Bob
Click to expand...

Just to let you know, Auran do not monitor the helpdesk@auran email address anymore. You need to go through their online website. Is at http://helpdesk.auran.comhttp://www.auran.com/helpdesk (EDIT: VERIFIED)
 
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Yeah, and Auran is facing a few problems right now. I got it in a message from the helpdesk. Be patient. The status will change.
 
2 Months and still waiting

I ordered the Trainz Routes Volume 3 & 4 CD 2 months ago to today (4/14/2008) along with another year of my First Classs Ticket, the ticket is active and 2 or 3 days after the order was placed the status of the CD changed to Shipped. I also sent a message to the 'HelpDesk' through the web interface 2 weeks ago with no response. I then sent a private message to Tony Hilliam regarding the 5 week wait and lack of response from the HelpDesk. Then last week I got a email telling me the help desk items were purged and to please submit my message again. :eek:

So I did... so I wait...

I have noticed the order confirmation says: Trainz Routes Volume 3 & 4 and now the order online says Trainz Routes 4 Pack (Volumes 1, 2, 3, & 4). I already purchased volumes 1 & 2 back a year ago.
 
SerraAngel2007 said:
I ordered the Trainz Routes Volume 3 & 4 CD 2 months ago to today (4/14/2008) along with another year of my First Classs Ticket, the ticket is active and 2 or 3 days after the order was placed the status of the CD changed to Shipped. I also sent a message to the 'HelpDesk' through the web interface 2 weeks ago with no response. I then sent a private message to Tony Hilliam regarding the 5 week wait and lack of response from the HelpDesk. Then last week I got a email telling me the help desk items were purged and to please submit my message again. :eek:

So I did... so I wait...

I have noticed the order confirmation says: Trainz Routes Volume 3 & 4 and now the order online says Trainz Routes 4 Pack (Volumes 1, 2, 3, & 4). I already purchased volumes 1 & 2 back a year ago.
Click to expand...

message sent to Rob.:)
 
Still no response. I'm sorry Auran is facing problems. I understand that business today is a tricky proposition. Just want to know if I should cancel my order or not. If It's going to take weeks to process I'll try again later when they get their act together. Not responding to a customers concerns is not acceptable. Keep in mind they already have my money. This is frustrating.

Bob
 
Ask for your money back due to "Failure to supply goods after payment"

Centro said:
Still no response. I'm sorry Auran is facing problems.
Click to expand...
That is not relevant, as they [Auran] are still bound by a contract to send the item(s) to you within the specified time.

Centro, if you ordered this (or ANY item) two months ago, and your credit card was debited, I would ask for your money back, as with any Australian product it comes under paid for goods that you have not received or received within the stated time.

What you do, if you require your money back due to "Failure to supply goods after payment" (or "Failure to supply goods within the specified time") contact your credit card company and/or bank. And take with you all the relevant documents.
 
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Thanks Rattler. I know i could wait a bit but where I come from. It's shipped within days if in stock. I just can't fathom the lack of official response. You people have been a big help though. I'll give it a little more time than go to my credit card company.

Bob
 
Centro said:
Thanks Rattler. I know i could wait a bit but where I come from. It's shipped within days if in stock. I just can't fathom the lack of official response. You people have been a big help though. I'll give it a little more time than go to my credit card company.

Bob
Click to expand...

This is an overly long time to wait. I'm about 7 miles from your location and I got my Trainz 2004 order from Australia in 3 days, and that was when Auran had layed off 70% of their staff.
 
Correction:
Centro, I thought it was you that didn't the item after two months, but it seems it was SerraAngel2007 that didn't or hasn't.

Back on topic
What the heck, I will post it publicly here. Centro, I believe that the US has similar consumer protection like us, but I'm not sure what the consumer protection maybe when ordering from a different country.

Centro, we have someone going through a similar thing here where this person paid in October last year, yet still haven't received the goods, even though the contract of sale stated that the due date would be by Dec 2007. And this site keeps changing the dates of the due date to become later & later. And the person that updates this certain website has stated that he/she will upload more information in the coming week - that was in the week of 8th May, yet it is over 1 month later, and still no update!

PS: Centro, see PM
 
OK i am officially scared now. I have recently ordered Trainz complete collection and i am having the same problem. I will be sending something to the new helpdesk thing but now i am really worried. This thing isnt going to take months to ship to me is it. I am really really worried because i am kinda impatient with waiting for stuff and cant wait to play trainz. It has been around a week now with, as above, no change in status.
 
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Fret not - the backlog of orders will be cleared this week. We are in the process of moving order fulfillment to a 3rd party and this has taken longer than expected (funny how that always seems to happen). Of course once things are moved over and bedded down, their performance should be much better than ours.

Please accept our apologies for the delay.

Tony
 
Tony_Hilliam said:
Fret not - the backlog of orders will be cleared this week. We are in the process of moving order fulfillment to a 3rd party and this has taken longer than expected (funny how that always seems to happen). Of course once things are moved over and bedded down, their performance should be much better than ours.

Please accept our apologies for the delay.

Tony
Click to expand...

Well at least this is a reply. Just one announcement could have saved us alot of time and concern. Still. I'm happy it will be taken care of. Will we be able to track the progress on planet auran?

Bob
 
Tony_Hilliam said:
Fret not - the backlog of orders will be cleared this week. We are in the process of moving order fulfillment to a 3rd party and this has taken longer than expected (funny how that always seems to happen). Of course once things are moved over and bedded down, their performance should be much better than ours.

Please accept our apologies for the delay.

Tony
Click to expand...

I love you man. lol. thanks for the message. Its dancing penguine thing time.:mop: (seriously wtf is that thing?)
 
lol Im gonna need one of those when TRS arives lol. I had 06 for a while, the CD version with around 8 cds. Unfourtunatly i lost the last CD, i think my ex-friends might have stolen it and destroyed it (for some reason they think that trains are stupid.) I cant wait to get back into the game.
 
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