Trying to keep my cool...but No Product Key!

[jengossett]

We bought trainz 10 for Mac because my son wanted it badly for christmas. He opened it christmas morning and it has no product key. Ive submitted 2 inquiries to the support site and have got nothing back. Im so angry, I can literally feel my blood boiling. My son is trying to be patient but Im just here asking if anyone has any suggestions? We downloaded it in hopes of a key being given in the download process, but none was given. So we are halted on the screen requiring a key to proceed.

 

[captainkman]

Hi there,

I'm sorry to hear of your troubles. I am certain your son will love Trainz once you get it up and running.

May I enquire as to where you purchased TS:Mac? Was it from the Simulator Central website, the App Store, or somewhere else?

First, check your email's inbox and spam folder. You may have been sent an email.

If you purchased the game through Simulator Central, log in and check your Order History. Your serial should be in there.

If you purchased it somewhere else, then I shall have to wait for someone else to come in and advise.

I hope this helps and your son can enjoy Trainz soon.

Kieran.

 

[oknotsen]

Hi and welcome to the Trainz forum.

The whole N3V team is on their yearly Christmass break, so helpdesk response will be slower then usually.

My guess is you downloaded the game via http://www.simulatorcentral.com/ . If so, you can probably find your key here:
https://www.simulatorcentral.com/index.php/downloadable/customer/products/limit/50/
That is the page you can find if you log into simulator central, then go to "my account" (found on the top) and then select "my serial numbers".

Hope that answers your question.

 

[clam1952]

To add:
Emails may end up in the spam folder, so check the helpdesk online rather than rely on receiving an email, link to helpdesk at top of forum. Or this: http://support.trainzportal.com / Normally you get an initial automated reply from the helpdesk both online and by email, so check online to see if your ticket is recorded, if it isn't I'd suggest trying again and mark it urgent.

 

[jengossett]

Well unfortunately we bought it from a vendor on ebay. I did contact that company and although they were nice, they pointed out the obvious: they dont manufacture the game and that I need to contact the manufacturer. The manual says the product key should be in the back of the manual, but it's not.
I was hoping they wouldnt be on christmas break for so long. I feel really bad for my son. Ugh. Well Im gonna hold out hope that we can resolve it soon. Thanks for your input.

 

[BuilderBob]

Well unfortunately we bought it from a vendor on ebay. I did contact that company and although they were nice, they pointed out the obvious: they dont manufacture the game and that I need to contact the manufacturer.

Not really. If they sold you a product that was supposed to have the product key on the back of the manual, and it's not there, then they sold you faulty product and they have to replace it. That applies whether the fault occurred in manufacturing or elsewhere.

I don't know about MAC but for the PC the product key on the back of the manual is a sticker that could, possibly, come off in shipment or be missed in manufacturing. Whatever, it's up to the supplier to provide it. I doubt that N3V is simply going to hand out a new product key.

 

[fran1]

We bought trainz 10 for Mac because my son wanted it badly for christmas. He opened it christmas morning and it has no product key. We downloaded it in hopes of a key being given in the download process, but none was given.

I can find one seller on e bay with trainz10 for mac and it's a boxed version.
Now I could be way out on this one, but arn't N3V, jointed rail and steam the only people who sell a digital version.

 

[cascaderailroad]

I'm sure if it is a legitimate product, N3V will help you ... Where did you buy it ?

 

[jengossett]

We bought it from a company on ebay. I really do believe strongly that the manufacturers left the sticker off. I really dont think its the sellers fault. So I hope n3v will help us, but after reading these comments I did recontact the seller to see if he can help at all.

 

[cascaderailroad]

Was the seller certified as reputable with 5 stars ?

Does he have a return policy ?

Was it a sealed box ?

Was it a digital download ?

Was the product advertised as new, in factory sealed box ?

If something is wrong as in the above ... buying a used or pre-registered product on E-Bay is "beware of the seller"

Buying directly from the N3V store SimCentral or Jointed Rail (TS12 for $15.99) is the safest most reputable choice

 

[jengossett]

Yes he was a 5 star dealer. Yes it was a new and sealed. No it wasnt a digital download. I didnt even know you could do that. Computer gaming is a new concept for us. Our son is 13 and just getting into simulators. And he loves trains so he is so excited about this game. I guess we shall see what the return policy is! But I am still hoping n3v will help. I really feel strongly they left off the sticker. Big question: its only 15.99? We paid 50 for Trainz 10 for MAC.

 

[RRSignal]

Hopefully some users of the Mac version can respond, but there is no "Trainz 10 for Mac". There's Trainz Mac Edition (http://www.simulatorcentral.com/index.php/trainz/all-trainz/trainz-simulator-mac-320.html) or Trainz Simulator 2010, which is Windows-only, but they are totally separate products.

 

[cheechako]

Big question: its only 15.99? We paid 50 for Trainz 10 for MAC.

TS12 (digital) is $19.95 currently, not $15.99. TS Mac is also the same price for digital. The boxed Mac version is still around $40. Those are prices on the official site. I guess there is a mark-up on EBay.

 

[JCitron]

Hi Jen,

Welcome to the forums and to Trainz. sorry for your bad experience so far. Please submit a ticket to the helpdesk. They will assist you with your missing serial number/ cd-key should this have been a packaging problem.

If you are interested, you could purchase the online version, but do not download it. Instead use that serial number for the boxed-version you have, but in the mean time please do contact the helpdesk. They will respond to you after the New Year holiday.

Thank you and regards,

John

 

[ZecMurphy]

Good Evening jengossett
Unfortunately, as it is the Christmas/New Year holidays at the moment, the helpdesk is running a bit slower than normal. However, I will attempt to look up your ticket on Monday (tickets are generally handled in the order they're received). It should be fairly close to the 'top' of the list if you have submitted the ticket before the weekend.

Regards

 

[patchy]

Sit back and relax,
The guys at NV3 will sort it out for you
If everything is that easy everybody would be doing it

Cheers,
Patchy

 

[amigacooke]

I don't know about other juristrictions, but in the UK it is the the seller that you have a contract with, not the manufacturer/developer. Contact the vendor and remind them that they have your money, not anyone else.

 

[boc61]

Just a thought, but if it were me, I'd endeavor to resolve this issue post haste in the interest of retaining a new customer. While he may have bought the product from a 3rd party, I'd do all I could to fix this ASAP. Every customer lost now is oness to perhaps buy the next version of Trainz a year from now.

 

[nfitzsimmons]

We bought it from a company on ebay. I really do believe strongly that the manufacturers left the sticker off. I really dont think its the sellers fault. So I hope n3v will help us, but after reading these comments I did recontact the seller to see if he can help at all.

I wouldn't be surprised. Several months ago I had pre-ordered a copy of Aliens -Colonial Marines from Amazon. It too came without the product key, which both Amazon and Seca both insisted were present on a sticker on the inside of the case. I finally returned it to Amazon, who finally acknowledged that there really was no product key. Don't know how they worked it out with Seca but they finally sent me a new copy. Theoretically the eBay vendor should do the same.

 

[BuilderBob]

We bought it from a company on ebay. I really do believe strongly that the manufacturers left the sticker off. I really dont think its the sellers fault.

It doesn't matter where the fault occurred - it's the seller's responsibility to provide you with a complete, functional, product that you paid for. They might blame the manufacturer, and they might eventually claim compensation from the manufacturer, but they are the ones you paid the money to and they are the ones that are obliged to provide you with the product you paid for. Don't wait for the New Year - get onto the seller right now and demand an immediate replacement or refund.