BS - (resolved)

[desastersoft]

Gentlemen!

At first the customer is responcable for his software to save it or put it on a place where he can find it. We made redownloads a hundred times, because of some customers forget where they put there downloads in! So, this is NOT our Job! This costs Time and money. Download Traffic is not for free here. We pay for it.

At second: Without any information than an E-Mail, we cannot veryfy a customer. The minimum to recover is the Bill. There are the informations in.

Every customer, who sended us full informations had ever get a redownload. But an E-Mail with:

"How do I redownload Fighter Aces! Helmut Wick vs. J. C. Dundas ? I had to format my computer thanks.

RIPOFF!!!!!!!!!!!!!!!!
"

is not enough! Sorry, that´s Kindergarten Language.

Cheers
Thomas

[CaptainDoggles]

Originally Posted by desastersoft

Gentlemen!

At first the customer is responcable for his software to save it or put it on a place where he can find it. We made redownloads a hundred times, because of some customers forget where they put there downloads in! So, this is NOT our Job! This costs Time and money. Download Traffic is not for free here. We pay for it.

At second: Without any information than an E-Mail, we cannot veryfy a customer. The minimum to recover is the Bill. There are the informations in.

Every customer, who sended us full informations had ever get a redownload. But an E-Mail with:

"How do I redownload Fighter Aces! Helmut Wick vs. J. C. Dundas ? I had to format my computer thanks.

RIPOFF!!!!!!!!!!!!!!!!
"

is not enough! Sorry, that´s Kindergarten Language.

Cheers
Thomas

Your customer service is bad, and you should feel bad.

[Havoc04]

Errrr revised LOL

[drifter11]

I see you got the ripoff e-mail that I sent and you didn't reply to the ones sent with saying I had a receipt. for the campaign.........

[zapatista]

Originally Posted by drifter11

I see you got the ripoff e-mail that I sent and you didn't reply to the ones sent with saying I had a receipt. for the campaign.........

it sounds like you now have their attention and they are now willing to help you if you email them the right information (payment details etc), i would suggest you do that and be civilized in that process so they are not given an excuse for not helping you resolve it

if they still dont resolve it then, let us know.

[drifter11]

Sent proof of purchase to them, lets see what happens next!

[zapatista]

Originally Posted by desastersoft

At first the customer is responcable for his software to save it or put it on a place where he can find it.

yes, but pc's are an unreliable medium and things DO go wrong at times. do you really expect teenagers downloading games (whom are the majority group in downloading games) to be "professional" how they back things up and safeguard them ?

Originally Posted by desastersoft

We made redownloads a hundred times, because of some customers forget where they put there downloads in!

maybe you need to provide clearer instructions with your program downloads instead of blaming customers and dealing with them like they are a nuisance ?

Originally Posted by desastersoft

So, this is NOT our Job!

of course it is, its called customer service !

Originally Posted by desastersoft

This costs Time and money. Download Traffic is not for free here. We pay for it.

that is probably the worst attempt at a lame excuse. your product costs 30$ as a download online, and you cant afford to resend it to the 5 or 10% of your customers who need a re-download ?

Originally Posted by desastersoft

At second: Without any information than an E-Mail, we cannot veryfy a customer. The minimum to recover is the Bill. There are the informations in.

Every customer, who sended us full informations had ever get a redownload.

he already did, but you were deliberately unresponsive or overlooked it

Originally Posted by desastersoft

But an E-Mail with:

"How do I redownload Fighter Aces! Helmut Wick vs. J. C. Dundas ? I had to format my computer thanks.
RIPOFF!!!!!!!!!!!!!!!!"

is not enough! Sorry, that´s Kindergarten Language.

your best customers (the largest group of potential "good" customers) will be teenagers who impulse buy, learn to deal with them ! and the email you quoted (and magically were able to find instantly when a complaint suddenly risks affecting your revenue) is one that the customer sent after previously providing you with the required information you need, and you BEING UNRESPONSIVE, now wake up and do the right thing instead of complaining about the customer who has the problem !

[addman]

I think desastersoft needs to work on their PR. If they just re-sent/linked the guy a new download then they would've saved themselves this ensuing embarrassment. Geez, losing many potential customers because you can't help an existing one out, very bad business practice, back to school boys!

[Madfish]

Originally Posted by desastersoft

Gentlemen!

At first the customer is responcable for his software to save it or put it on a place where he can find it. We made redownloads a hundred times, because of some customers forget where they put there downloads in!

So you DO offer re-downloads but only to a chosen few? Probably some friends of yours? Great business attitude.

So, this is NOT our Job! This costs Time and money. Download Traffic is not for free here. We pay for it.

Traffic costs you nothing if you're using an even semi-acceptable provider. You're offering a niche product here and I doubt you'll ever even break the traffic limits of even shared or value hosting. Everyone who's working with websites will laugh at you if you're posting such rubbish pulicly.

At second: Without any information than an E-Mail, we cannot veryfy a customer. The minimum to recover is the Bill. There are the informations in.

He stated he sent you an e-mail saying that he had a receipt. Instead of NOT replying it is YOUR JOB to at least reply and provide instructions. For guys who can't even set up a proper website and downloads you're demanding a lot of your customers who might not be as computer savvy to begin with.

Every customer, who sended us full informations had ever get a redownload. But an E-Mail with:

"How do I redownload Fighter Aces! Helmut Wick vs. J. C. Dundas ? I had to format my computer thanks.

RIPOFF!!!!!!!!!!!!!!!!
"

is not enough! Sorry, that´s Kindergarten Language.

You ignored his other e-mails. And EVEN IF that was his first mail: I can understand the frustration of a customer when trying to find out for hours where to re-download the campaign.

First of all it's rude to post e-mail content and in some cases even violates law.
Secondly you can't blame the customer for reacting in a bad manner if you put up a bad service to begin with. Work on your flaws first - you're not the customer here.

Cheers
Thomas

I assume that's irony, considering the service you usually seem to deliver...

Ever heard of "Kunde ist König"? I cannot believe you're living in the same country as I do. If we'd put up such a service we'd go bankrupt within a day.

[desastersoft]

Originally Posted by Madfish

So you DO offer re-downloads but only to a chosen few? Probably some friends of yours? Great business attitude.

Traffic costs you nothing if you're using an even semi-acceptable provider. You're offering a niche product here and I doubt you'll ever even break the traffic limits of even shared or value hosting. Everyone who's working with websites will laugh at you if you're posting such rubbish pulicly.

He stated he sent you an e-mail saying that he had a receipt. Instead of NOT replying it is YOUR JOB to at least reply and provide instructions. For guys who can't even set up a proper website and downloads you're demanding a lot of your customers who might not be as computer savvy to begin with.

You ignored his other e-mails. And EVEN IF that was his first mail: I can understand the frustration of a customer when trying to find out for hours where to re-download the campaign.

First of all it's rude to post e-mail content and in some cases even violates law.
Secondly you can't blame the customer for reacting in a bad manner if you put up a bad service to begin with. Work on your flaws first - you're not the customer here.

I assume that's irony, considering the service you usually seem to deliver...

Ever heard of "Kunde ist König"? I cannot believe you're living in the same country as I do. If we'd put up such a service we'd go bankrupt within a day.

Sie mutmaßen ziemlich viel ohne den Sachverhalt auch nur im entferntesten zu kennen. Da Sie ja Deutsch sprechen einmal klipp und klar: Wir bieten keinen Steam Service an. Das bedeutet, das der Kunde ab Auslieferung des Downloads selbst für den Verbleib und Umgang verantwortlich ist. Sollte so ein Service gewünscht werden, sprich die ständige Wiederabrufbarkeit, dann wäre das, genau wie bei Steam und anderen Anbietern, kostenpflichtig. Falls Sie nun argumentieren, Steam würde nichts kosten, so täuschen Sie sich gewaltig. Dieser Service macht bei Steam etwa 30 % der Kosten für die Anbieter aus. Der Kunde zahlt das über den Preis bei Steam mit beim Kauf von Software.
Die Downloads die wir für andere Kunden wieder freigeschaltet haben, waren unmittelbar nach dem Kauf, nicht 4 Monate später.

Gruß
Thomas