Problems Downloading

[Borderlad]

Hi

I am a bit stuck, I paid via credit card for a digital download of TRS09. The money has been taken from my credit card.

But I have not been able to download a copy. I have submitted a helpdesk ticket, but still 7 days later, no reply.

Before I throw my toys out of the pram, is this usual a digital download taking so long and a getting a response.

A bit annoyed as I paid more as I could have got a new copy from Amazon cheaper, but for immediate download I paid the little extra. However, it would have been delivered by now.

Is the customer service that awful? Has anyone got contact details rather than going via the ticket sysytem, which does not seem to work?

Cheers
Kev

 

[langev_2004]

First check your Order History under Profile. The info to download may be there. If not, then welcome to the club...

http://forums.auran.com/trainz/showthread.php?t=51655

 

[Borderlad]

It says in process AUD$0.00 dated 10th Feb. Its almost like my credit card has not been allocated to the order.

I know things happen at times, but the customer service stinks. The only reason I did it this way, was to be able to download straight away.

The link you supplied says I do not have enough permissions?, so I can't view it.

 

[JCitron]

It says in process AUD$0.00 dated 10th Feb. Its almost like my credit card has not been allocated to the order.

I know things happen at times, but the customer service stinks. The only reason I did it this way, was to be able to download straight away.

The link you supplied says I do not have enough permissions?, so I can't view it.

Did you ever receive a confirmation from Auran regarding your order?

The confirmation is sent out once your order is placed. In the confirmation will be the receiipt that will say if the order went through.

Check your email junk filters and your inbox.

John

 

[Borderlad]

No e-mail at all, I'm afraid.

 

[JCitron]

No e-mail at all, I'm afraid.

Then you'll unfortunately have to either try downloading again, or contact the Help Desk.

John

 

[Borderlad]

Then you'll unfortunately have to either try downloading again, or contact the Help Desk.

John

Cheers John

I have already paid, so if I try to download again, I will need to pay again.

The help desk is not responding, suppose next thing to do, is to complain to the credit card company. Not a course of action I want to do.

I do understand things do go astray at times, but always it has been sorted promptly. With the help desk, not even a reply, apart from the automated message has left a bitter taste for Auran.

I doubt I will ever deal with them direct again.

But thanks for your help John.

Kev

 

[JCitron]

Kev,

You could try reordering again if it appears your 1st order never made it to their server. I don't think you'll need to contact your creditcard company.

Right now the Helpdesk is swarmed with inquiries and problems, and Zec is doing his best to catch up. This may explain why you haven't heard anything from Auran.

Disclaimer, I don't work for Auran.

John

 

[Borderlad]

Kev,

You could try reordering again if it appears your 1st order never made it to their server. I don't think you'll need to contact your creditcard company.

Right now the Helpdesk is swarmed with inquiries and problems, and Zec is doing his best to catch up. This may explain why you haven't heard anything from Auran.

Disclaimer, I don't work for Auran.

John

Hi John

I will bear with it a bit longer, however my credit card has been debited with this GBP equiv of ASD34.99.

I can see it on my online statement.

Thanks
Kev

 

[langev_2004]

Kev -- sounds like you're in the same boat with several of us. Charged for Trainz, but unable to access it as our orders show "in process". Be prepared for a long wait and hopefully an eventual resolution...

 

[Borderlad]

Kev -- sounds like you're in the same boat with several of us. Charged for Trainz, but unable to access it as our orders show "in process". Be prepared for a long wait and hopefully an eventual resolution...

Has anyone got an address I can write an official complaint to Auran?

The reson I went digital and paid twice the amount as Amazon was to download it immediatly. Amazon would have delivered by now.

 

[langev_2004]

That seems to be part of the problem. Apparently we have no recourse other than submitting a ticket to the Help Desk which is apparently swamped due to a large backlog from Auran being shutdown for two weeks over Christmas...

 

[Borderlad]

Several weeks, I only had 2 1/2 weeks and that included 5 days of being snowed in, extra.

There must be a registered address somewhere. I will try to find it.

 

[Edward431]

I had pretty much the same problem. No information on how to go about the download. When you log in, look under FTP information (left side). You should find your user name and an FTP password (long). You will need that to log into the secure FTP site. Go back to your log in page and click on order history. Click on your order number. There you will see a list of files to be downloaded. Click on them and off you go. I just downloaded TS2010. Eight hours to complete (big files).

 

[Borderlad]

Finally got a reply, sorry about the delay, they have now passed it to another department. That was 4 days ago :n: . Still nothing to download.

I am truly ****** off. I will never buy anything else from Auran, they have lost a customer for life.