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View Full Version : What does it take to get support?



jamesgriffin
September 24th, 2012, 12:12 PM
Ok, it's no longer the weekend in Australia. I still can not download what I paid for. I have opened 2 support tickets last week before the weekend and I still have not received any response at all. What is up with support?

Dermmy
September 24th, 2012, 04:29 PM
Probably not what you want to read but it's a part of the Trainz experience I'm afraid - understaffed and overworked and it will take a while specially since from the number of threads I suspect they are even overworkeder than usual. They WILL get to you though.

Normally the forum is a better bet, but iirc your earlier posts were in regard to the new shop which I suspect is a help desk-only issue....

Tony_Hilliam
September 24th, 2012, 04:38 PM
The funny thing is that one reason it takes Helpdesk longer than usual to answer all the tickets is that people send in multiple tickets. I have checked the ticket system and you have now received a reply for one ticket and the other has been closed as a duplicate.

I hope that the instructions will help solve your download/install problems.

We're confident that all remaining tickets from the weekend will be answered today.

jamesgriffin
September 24th, 2012, 11:46 PM
I realize you have a lot of tickets from the weekend and the crashing. I read the reply, however since the site set my download count to zero, i can't try again. Someone needs to reset the counter for me so i can actually download it. I would like to purchase more items, but not until i get the main one i wanted for my grandsons birthday which is past now.

KrisDeagle
September 25th, 2012, 01:37 AM
jamesgriffin,

You should now have had your download counter reset to allow for 30 downloads. Please let us know if you are able to download the files. If not, let us know and we will see what we can do.

Kris