@Shaun: Yes, I accept that "waiting all day" is a slight exaggeration, however, in the context of your business, wherein you offer instantaneous downloads for your products, and where an e-mail can travel around the world in less than a 5th of a second, waiting hours, for a reply when I was assured that this issue was resolved by SimWare seems like "waiting all day". Obviously, I accept that you have other customers to deal with, but where you obviously have an exclusive distribution agreement with SimWare and other internet based vendors, then there is an onus upon you to act swiftly to resolve their issues so as not to damage their business. Notwithstanding the fact, that neither Aerosoft nor SimWare are behind the door when it comes to charging someone's credit card, which is done all in a matter of seconds and not three business days.
I remind you that you are acting in the course of a business and I am a consumer. My grievance was with Simware, for which they have apologised. However, SimWare made arrangements with you to redistribute this software to me and that remains a matter between yourselves, a matter I was not involved with nor had any control over. However, once you decided to assist your re-seller, you took on the responcibilty to resolve the matter speedily as you effectively stepped into their shoes. In that context, you transposed the crosshairs of consumer ire to yourselves. Consequently, as a business, from which you no doubt make money from, particularly where the product in question is your own, kindly don't act as if you are doing me a favour. If anyone should be thanking you it should be SimWare. Certainly, the Sale of Goods Acts 1893 - 1995 in the UK, The Sale of Goods and Supply of Services Act 1980 in Ireland along with the whole raft of similar domestic legislation in France, Germany and the rest of the EU support this. Furthermore, there are a number of distance selling Directives coming from Brussels in next few months which will no doubt strengthen this argument.
And as a lawyer, I can tell you, the "you should have more patience" argument wouldn't cut any ice in any Court, anywhere in the European Union, particularly when your legal nexus with SimWare is taken into account.
@Mathijs I have never before expressed my annoyance with a vendor on their forum. This is the first time. However, my reason for doing so was because of my sheer frustration at the seemingly endless delay of having this matter resolved. If you consider the ordering process on your website:-Once the credit card information is received and payment is processed, an e-mail with all the information a customer needs to download and enjoy the product is sent before you have time to move the mouse to open your Microsoft Outlook. It's simple, easy and incredibly fast. However, when you compare the seconds it takes to order something to the lenght of delay I experienced to have something resolved, there is a world of difference when the two are compared side by side.
I have had a very lenghty and enjoyable relationship with Aerosoft over the last number of years. I hold your software in the highest regard. It was not my intention to damage the reputation of this software publisher, but you have to understand my frustration. I don't accept that I was impolite nor do I accept that I should thank you for reasons already outlined above. You undertook to resolve the matter on SimWare's behalf and therefore you effectively became their agent.
If I have offended you or your staff, then I apologise. However, I respectfully suggest you re-examine your policy of acting as agent to resolve matters on behalf of your re-sellers. Where problems arise with payments being accepted and products not delivered as promised, I respectfully suggest you make their resolution a priority.