Hi All
Unfortunately, internet issues have prevented me from being able to handle any helpdesk tickets today.
Yes, we are still working through a large backlog. However, this is starting to look a little better than recent times. However, it is still ongoing unfortunately.
Motorbreath, unfortunately it appears that there is an issue with your order in our distributors system. I will speak to the admin first thing Monday morning to see what can be done to have your order shipped out as soon as possible. Please send a reply to your ticket (or submit a new one) so that I will see it when I'm next on the helpdesk (I will try to keep an eye out for it).
In regards to a phone number for support. Please keep in mind that there is only a limited amount of staff to work the helpdesk, of which is
not a 24 hour service (since it is ticket based, it need not be manned 24 hours a day). Have a phone number for support would be expected to be manned 24/7 (since Trainz is sold internationally), which would require us to hire at least 4 people specifically to man this (granted, these people could handle other areas as well). Why 3 or 4? Well, at least 4 people are needed for a 24 hour period (including some overlap, and breaks). You would also need to add people in to cover others who need to take some time of sick.
The reason for so many people? The majority who phone in (which would likely be a toll number) would not be willing to leave a message on an answering machine.
At this stage it is not viable to do the above. Both in cost, and the number of times that it is requested. We may look into it in future, however providing a 24/7 'live' support service is simply not something we can do at the moment. Hence why we use a 'ticket' based helpdesk. Unfortunately, the drawback of this is that it can get flooded (then again, imagine having 400 'messages' on an answering machine, and then try calling all of them back - instead of 2-5 minutes per ticket, the same thing goes up to 30 odd minutes for 'tech support', including the person downloading/sending files whilst the call is going).
As for an address...
http://auran.com/auran/contacts.htm
I will get our admin to check the PO Box address on that page (accessed by clicking on 'contact' at the bottom of the page at
http://www.auran.com ), just to ensure it is still correct, however contact details are available there.
Nope, the email address 'support' shown on that page is incorrect. Again, something that I will need to speak to the shop admin about (note, that's now 3 or 4 things more on a rather long list to speak to the shop admin about... Just to give an idea of how much we actually need to handle/look into).
