[Talk to the management? Here's your chance...]

On 5.9.2017 at 01:30, DaveCT2003 sagte:

 

I'm not blaming you for the mistake, we all make them. Maybe you haven't really thought this matter though from all sides, and you don't realize that what you're really asking for is for someone else to pay for your mistake.  Brother, if you are aware of this and that is what you're trying to do, then that is WAYYYYYY UNCOOL of you.  Terribly so.  I really hope that's not the case.

Dave,

thanks for the reply and your time. A company that’s a slave of their own policies, relationships and technical infrastructure and therefor has no room for mistakes and individual solutions, that’s not a place I want to go shopping.

This is not about having someone else pay for my mistake as I don’t believe that there is no way Aerosoft could drop a line to PMDG asking for cancellation. I have already placed another order for the P3D Version (double price). Of course I wouldn’t have done that, knowing a refund of the FSX Version was not possible.

I am running an online shop myself. For me it’s never the customer that missed something, it is me missing to set up the right architecture of information to prevent errors. And then I do find a solution. If no refund is possible well then maybe a gift card or anything else that makes me keep this customer. Why would I make profit out of a costumer’s mistake, having him contact multiple of my employees, community staff, CEOs, paypal & book keeping and in the end losing him, having him run around rating me bad? That’s where we lose the most time & money.

And yes, sometimes I do not make any profit out of an order but have a happy customer for the next years. Acquiring a new costumer is even harder and more expensive. So this is also about investing in the future of a customer and one’s own company. I have recently switched to P3D – my customer life time and value won’t be that bad.

I would even agree to a gift card for any Aerosoft made product so they don’t have much trouble with PMDG. This should be about a solution, not about pointing out what is not possible over and over again.

Gabriel

[Talk to the management? Here's your chance...]

vor 2 Stunden , wdiekmann sagte:

Do you have installed the FSX version of your PMDG product?

Winfried,

thanks so much for your reply – first time someone is trying to find a solution after weeks. I do understand that this is not only a button you have to push. I have not activated the licence. I already own the FSX Version from an earlier purchase at PMDG before switching to P3D. I own the 777 FSX twice now.

Please let me know if you need further information from my end. If it is easier for you to set up a gift card for any Aerosoft made product – I’ll be fine with that.

Yes I have missed the info on the Platform. But, and please don’t get me wrong here, the usability of the shop in this case can be improved:

Many Products have the Platform in the title:
PMDG 777-300ER Expansion Pack for P3D
PMDG 777-300ER Expansion Pack for FSX

The CRJ which I bought some time before has it not, it is for all Platforms:
CRJ 700/900 X

However the 777 with no info in the title is not for all Platforms, its FSX only – missing in the title.
PMDG 777-200LR/F

I miss a clear line here. I did focus on the product title. If it’s not in the title it is also not in the cart, checkout, email, download section. Also I can only filter the shop for “FSX/P3D” and not explicit for “P3D”. Coming from google on the product page the small hint for the platform is also quickly missed.

Gabriel

[Talk to the management? Here's your chance...]

On 31.8.2017 at 11:24, Gabriel1501 sagte:

Hey there,

I have been a happy customer and would be one in the future. However due to a mistake I made in the shop I had to contact the customer support – and that’s where Aerosoft lost me:

By mistake, I have bought the 777 for FSX while I only have P3D installed. So I ordered the 777 for P3D. I then kindly asked for a refund on the 777 FSX. I got a short and not very friendly answer via a ticket system, telling me I accepted the policies and therefore no refund is possible. No „hello“, „thanks for being our customer“... The ticket was immediately closed, no further interest shown. Another email from the German customer service came in with one short line – telling me the same.

So I gave Aerosoft a call just to hear that they don’t want to talk to me – one would send me another email. Later I got a repetition of what was already written. So I did another call with no luck – the lady on the phone told me there is policies, no room for customer mistakes or an individual solution. Just repetitive the same phrases not answering any of my arguments. Any attempt to talk to a team leader was refused but I was offered to write an email to the CEO, what I did. I never heard back from anyone.

I do understand the policies. It’s not that I changed my mind on the 777. I made a mistake – that happens and companies should deal with it in a smart way and not make profit out of it. I did not activate the licence and rebought for P3D.

For me its not so much about the money, its how you communicate and act. I never felt so in the wrong place as a customer. I did miss any basic principles of a friendly customer centred communication and any kind of interest in me as a present or future customer. It seemed to be more about who is right or wrong or got the last word and strict policies. Not about a relationship that might last for years and is beneficial for both sides. All I met was refusal and avoidance of direct communication mixed with something giving me the feeling to be like an enemy disturbing the peace. No one was even trying to find any kind of a solution - and there is always one. I always find one for my customers and I always ask them what went wrong when they made a mistake to check the usability of my shop.

I have recently switched to P3D and will need many add ons – so my customer value wont be that bad. Why would you want to loose a customer just for some $ of commision you get for the 777? I do not understand that kind of business strategy.

Best wishes.
Gabriel

Well it seems I am talking to myself here. As you prefere to make profit out of your customers mistakes rather than offering any kind of solution, I wont make business with you again. I always recommended your products and shop. Bought in your store rather than at the developers. Even recommended you in the publications that I work for. You lost me here - and I know, you dont even care at all.

[Talk to the management? Here's your chance...]

Hey there,

I have been a happy customer and would be one in the future. However due to a mistake I made in the shop I had to contact the customer support – and that’s where Aerosoft lost me:

By mistake, I have bought the 777 for FSX while I only have P3D installed. So I ordered the 777 for P3D. I then kindly asked for a refund on the 777 FSX. I got a short and not very friendly answer via a ticket system, telling me I accepted the policies and therefore no refund is possible. No „hello“, „thanks for being our customer“... The ticket was immediately closed, no further interest shown. Another email from the German customer service came in with one short line – telling me the same.

So I gave Aerosoft a call just to hear that they don’t want to talk to me – one would send me another email. Later I got a repetition of what was already written. So I did another call with no luck – the lady on the phone told me there is policies, no room for customer mistakes or an individual solution. Just repetitive the same phrases not answering any of my arguments. Any attempt to talk to a team leader was refused but I was offered to write an email to the CEO, what I did. I never heard back from anyone.

I do understand the policies. It’s not that I changed my mind on the 777. I made a mistake – that happens and companies should deal with it in a smart way and not make profit out of it. I did not activate the licence and rebought for P3D.

For me its not so much about the money, its how you communicate and act. I never felt so in the wrong place as a customer. I did miss any basic principles of a friendly customer centred communication and any kind of interest in me as a present or future customer. It seemed to be more about who is right or wrong or got the last word and strict policies. Not about a relationship that might last for years and is beneficial for both sides. All I met was refusal and avoidance of direct communication mixed with something giving me the feeling to be like an enemy disturbing the peace. No one was even trying to find any kind of a solution - and there is always one. I always find one for my customers and I always ask them what went wrong when they made a mistake to check the usability of my shop.

I have recently switched to P3D and will need many add ons – so my customer value wont be that bad. Why would you want to loose a customer just for some $ of commision you get for the 777? I do not understand that kind of business strategy.

Best wishes.
Gabriel