Serial Numbers with new orders??

P

pipefitter-helper

New member
I purchased the package "Trainz Simulator 12" this afternoon (10/02/13) using PayPal. Immediately after PayPal put its OKYDoky on the purchase, I was able to download the package. So far, so good!! The only problem I can see is the fact that there are no serial numbers for the package anywhere for my poor aching eyes to see.

I know I am making some mistake while poking around in the "My Downloads" and "My Serial Numbers" sections of my account. But what, and where! The serial numbers columns just stare back at me with those empty, black as coal eyes.

Can someone switch me onto the correct track .. Please???

Pipefitter Helper
 
Paul,

Thank you for the heads-up!! That is more info than what I have been able to dig-up with-in the Sim Central site.

As was said in a number of the posts to the thread to which you directed me, I have used PayPal several times with no problems such as this one. I shall be patient for a short time. However, I am hard-pressed to understand why I should have to be shunted off to a sidetrack like this. The company is quick enough to protect themselves from the slightest infraction, but appears to be naive (or un-caring) with regard to customer service.

Again, Thankz much.
 
Hang on a minute here. N3V have stated that there is an issue, and they are aware of it, but it takes time to resolve issues like that when they are in Australia and Paypal is in the US.

I would give them chance to sort things out first. Your best bet is to contact the Helpdesk through the Contact Us link on Simulator Central.

Shane

EDIT: Just noticed they've got a Customer Support link at the bottom of the Simulator Central page - this links through to that part of the Helpdesk system.
 
Last edited:
Shane - I am certain your heart is in the right place. You are attempting to placate an unhappy customer and that is good:).

However, you are setting on the comfortable inside looking out; I on the other hand, am standing, empty-handed on the outside trying to ensure that I am not screwed over as I have been several times by other on-line outfits. As a customer, whose money is on the line(not yours, BTW), I believe Sim-Central is in major error to expect a newbe to spend hours on end pouring thru all the FAQ's, forums, etc. trying to find out if N3V has recognized there is a problem or not. It is not for the customer to get the blunt end of the shaft while N3V tries to solve the problem. If N3V recognizes a problem, that fact, appropriately, needs to be displayed right up front, on the home page and on the checkout page!!

Oh, BTW, I believe you have little ground, if any, to tell me or anyone else to "Hang on a minute here". Rather antagonistic, don't you think? I am neither dumb or insensitive as you like to imply. I believe both my posts, while firmly to the point, were polite and courteous. Please re-read and determine if I am correct or not. I hope that you will find it in your heart to reconsider your stand, in light of the other persons viewpoint.
 
Don't worry, I can understand what that's like, as I've had problems with Paypal with a different company. However, your best bet as I said is to contact N3V directly.

I do not intend to be antagonistic (and apologise if it does seem that way), but I also am not keen on people taking it out on N3V without being in possesion of the facts or attempting to solve it with them directly first, although I do agree they should state on the homepage/checkout page about it (although I do believe it's only affecting certain customers at the moment which is probably why it's not on there yet).

Shane
 
Hi Pipefitter-helper,

Welcome to the forums. I understand how you feel as I have experienced this issue before, however, not with N3V. It is very frustrating especially when you are dealing with the internet and the ether that everything is done in. N3V are good folks and have no intension of ripping you off. I have been a customer for nearly 10 years now and have always received my product in the end. This issue with PayPal is a recent one with them and they are working to get it resolved. The status of which should have been stated on their SC page which I agree.

You have to remember too that the recommendations and ideas, commiserations, etc., are all done by volunteers. We are the ones that pretty much run the forums which are hosted by N3V on their servers. We are not in anyway connected to the company, and donate our time to help people such as you navigate through the mired mess that forums can be in. We are all users of the forums with some users going back nearly a dozen years, while others are only a few years at the most.

Once things are settled in, always feel free to ask questions, and as always, feel free to PM me any time.

Regards,

John Citron
N3V Forums Moderator
 
John -- Thank You for your facilitating words! Please believe me that I understand the forums are manned by volunteers; a fact that puts those volunteers in a difficult position at best. However, understanding is a two way street.

All must understand that an individual who finally comes across a site that sells the game(s) for which a person is searching, immediately orders, because of happiness, a package and then finds there is a problem (which apparently, inside a pair of companies, both of which are several years old) can be very disappointed. Then to try and communicate with the selling company, via a link supplied by that company, only to be told that the supplied link is not monitored and the customer should go to a web site wherein that brand new customer must supply a "ticket" just, seemingly, to become a customer. That hardly can be considered to be "not in possession of all the facts".

If one perceives that I am unhappy, that is an accurate perception. Of course, not at you moderators, who are trying under difficult circumstances to make the best of the situation. N3V appears to be very presumptuous in abdicating their communications responsibilities upon very giving folks who are unpaid, non-employees.

We all shall survive this situation whether I feel that way at this point or not. But, let me ask those of you who really are in possession of the information what should those of us who are brand new with this company consider a reasonable length of time to wait before once again starting to holler? I hope that is a fair question!

Again, John, thankz for your thoughts.
 
Last edited:
I know it's not ideal, but as I said above, there's not a lot the forum users can do about it, as volunteers. N3V do read the forums, but it's probably only a small part of what they do as most of the time they are either on the development side or on the Helpdesk site.

Hopefully you can sort things out with N3V through the Helpdesk, although you may be lucky and one of N3V's staff may respond on this thread.

Shane
 
Good Morning Pipefitter-helper
For any issue with an order, you should contact our helpdesk/support page, since we can only provide very limited assistance with order issues on the forums. The helpdesk/support page is accessed either via the 'support' button at the top of the simulator central website (all of the FAQ options include an "I need help with" section at the end with links to the support pages), or via the 'customer support' link at the bottom of the page.

Please note, as we are an Australian business, we only provide technical support during Australian business hours. As your post was submitted at approximately 4am this morning, it will have been several hours till we could respond.

I have issued the serial number to your order for you, and you should receive an email with this. If you don't receive this, then you can also access the serial number by logging into the simulator central website, then going to 'my account', then click on 'my serial numbers' on the left hand menu.


As a note, the Trainz Dicussion Forums are not our official contact method. We do monitor these, however due to the number of posts each day, it's easy for a post to be missed. However, many members of the Trainz community will often reply (As in this case) to assist anyone asking for help. We aren't passing off communications to our community, however we are also only able to provide responses during business hours (well, most of the time; I do try to log in in the evening if possible), and as such it is likely that a member of the Trainz community will reply to your forum thread before us. However, again, the forums are not our officially contact method particularly for order issues.

Regards
 
Zec -- Thank You for your response to my dilemma. I have received the serial numbers and am in the process of updating my profile. Believe me I appreciate the completion of the order. I have been taken to the cleaners several times by on-line businesses and as a result am very touchy about what appears to be sluggish responses by any retailer.

I did attempt, several times, to contact your business through the classic channels, but was stymied by the requests for tickets. I do not expect to be asked for a ticket, which I must buy, for the purpose of resolving purchase order problems. I also witnessed the status of "complete" in the order listing, in my dashboard. That says to me that you considered the order to be completed in all its content.

Everything is now kopasectic as far as I am concerned. I will undoubtedly have questions in the future when I do something silly with the program and expect to become much more acclimated to how you have the web site designed. But for now, onward and upward.

Again, Thankz.
 
You must log in or register to reply here.

Similar threads

R
A few questions for a longtime user
Replies
11
Views
2K
rgcx
R
T
Problems & Frustration with Importing Routes in TRS19 (NA Version)
Replies
2
Views
2K
Tony_Hilliam
T
S
Reminder to new users - please remember to register your serial number(s)...
Replies
0
Views
925
shaneturner12
S
S
New Users - How to register your serial number with N3V
Replies
10
Views
15K
csx_6215
C
J
A trip into Boston on the MBTA...
2
Replies
20
Views
9K
bconvers9622
B
Back
Top