ALESSIOTOLU 4 Posted December 9, 2019 Share Posted December 9, 2019 1 minute ago, KurtisG said: No I know I get it I really do! The main thing is that they will sort it out and we will be given the product we paid for. As for the response from the Helpdesk, yeah again, I know it's frustrating but the support desk won't be able too much as they won't be the ones sorting it out I also called the phone number from Italy all this. and nothing I haven't got the product I paid yet Link to comment Share on other sites More sharing options...
DaveCT2003 2553 Posted December 9, 2019 Share Posted December 9, 2019 Guys, settle down. There are now several thousand people flying the aircraft, and we're getting to your support tickets. You do realize how these severs work, and that they aren't OUR servers? If you had a problem then it's just bad luck, and we'll get to you. I understand your frustration, but I really mean this... please be a little patient. We'll get to your tickets. Link to comment Share on other sites More sharing options...
Aerosoft Featured Comment Aerosoft Team [Inactive Account] 51558 Posted December 9, 2019 Author Aerosoft Featured Comment Share Posted December 9, 2019 Gents, nothing more the a massive apology about this issue. It was a very complex series of small events that started with an unexpected (yes honestly) extreme load on the server, there must have been a shit load of people F5'ing. That caused us to lose access to the backend and in the rush to fix that something was overlooked. But.... Just drop us an email at support@aerosoft.com and I promise it will be sorted out. People like Marius will work until late this evening to assist with these issue. If you order of serial is missing they will add it, if you did not get the 10% discount you will be offered a voucher or the money back via PayPal or CC. You can take it as a personal promise from me that all these issue will be sorted out. If in the next 24 hours this is not all solved drop me a mail at mathijs.kok@aerosoft.com . Link to comment Share on other sites More sharing options...
KurtisG 1 Posted December 9, 2019 Share Posted December 9, 2019 1 minute ago, ALESSIOTOLU said: I also called the phone number from Italy all this. and nothing I haven't got the product I paid yet Neither do I. I'm still waiting for the Product to land in my account. The payment in my bank account is still pending therefore it means they haven't accepted it yet. At the end of the day you will get your product, just for the minute noone can tell you when. Just be patient with them. Getting angry at them won't help Link to comment Share on other sites More sharing options...
Aerosoft Aerosoft Team [Inactive Account] 51558 Posted December 9, 2019 Author Aerosoft Share Posted December 9, 2019 2 minutes ago, KurtisG said: At the end of the day you will get your product, just for the minute noone can tell you when. Just be patient with them. Getting angry at them won't help To be honest, we understand if people are angry. We will sort it out. Link to comment Share on other sites More sharing options...
ALESSIOTOLU 4 Posted December 9, 2019 Share Posted December 9, 2019 4 minutes ago, KurtisG said: Neither do I. I'm still waiting for the Product to land in my account. The payment in my bank account is still pending therefore it means they haven't accepted it yet. At the end of the day you will get your product, just for the minute noone can tell you when. Just be patient with them. Getting angry at them won't help my payment was successful Link to comment Share on other sites More sharing options...
NiklasCGN 0 Posted December 9, 2019 Share Posted December 9, 2019 Hey Guys I bought the A330 but my Gauges stay black and also no landing gear and there are no blades in the engines. Reinstalled twice still having the problem. I have the newest P3D Version. Please login to display this image. Please login to display this image. Please login to display this image. Link to comment Share on other sites More sharing options...
ALESSIOTOLU 4 Posted December 9, 2019 Share Posted December 9, 2019 noreply@aerosoft.com mar 29 ott, 12:29 Dear Customer, Thank you for your order at our Aerosoft Shop. Attached you will find your invoice. We already have received the payment. Kind Regards Aerosoft G I haven't even received an email like this Link to comment Share on other sites More sharing options...
Walter Almaraz 81 Posted December 9, 2019 Share Posted December 9, 2019 1 minute ago, NiklasCGN said: Hey Guys I bought the A330 but my Gauges stay black and also no landing gear and there are no blades in the engines. Reinstalled twice still having the problem. I have the newest P3D Version. Please open another topic for your problem, make sure you are using the last version of P3Dv4.5 HF2 Link to comment Share on other sites More sharing options...
DaveCT2003 2553 Posted December 9, 2019 Share Posted December 9, 2019 3 minutes ago, NiklasCGN said: Hey Guys I bought the A330 but my Gauges stay black and also no landing gear and there are no blades in the engines. Reinstalled twice still having the problem. I have the newest P3D Version. Please re-download the installer. We think that the early downloads didn't go well due to the amount of traffic. This has worked for most everyone, and the one's it didn't work for solved it by manually installing C++ Redist 2019. Existing topic for this is: Link to comment Share on other sites More sharing options...
Aerosoft Aerosoft Team [Inactive Account] 51558 Posted December 9, 2019 Author Aerosoft Share Posted December 9, 2019 Please make separate posts in the correct forum section for remarks and questions, not here... Link to comment Share on other sites More sharing options...
FWAviation 484 Posted December 9, 2019 Share Posted December 9, 2019 vor 24 Minuten, Mathijs Kok sagte: Gents, nothing more the a massive apology about this issue. It was a very complex series of small events that started with an unexpected (yes honestly) extreme load on the server, there must have been a shit load of people F5'ing. That caused us to lose access to the backend and in the rush to fix that something was overlooked. But.... Just drop us an email at support@aerosoft.com and I promise it will be sorted out. People like Marius will work until late this evening to assist with these issue. If you order of serial is missing they will add it, if you did not get the 10% discount you will be offered a voucher or the money back via PayPal or CC. You can take it as a personal promise from me that all these issue will be sorted out. If in the next 24 hours this is not all solved drop me a mail at mathijs.kok@aerosoft.com . Thank you for the information. Does that mean that everyone now will get access to the 10% discount, even if we chose the upgrade option? I'm a bit worried about that some users apparently could stack both discounts, while others could not. Link to comment Share on other sites More sharing options...
Aerosoft Aerosoft Team [Inactive Account] 51558 Posted December 9, 2019 Author Aerosoft Share Posted December 9, 2019 Just now, FWAviation said: Thank you for the information. Does that mean that everyone now will get access to the 10% discount, even if we chose the upgrade option? I'm a bit worried about that some users could stack both discounts, while others could not. No the system will prevent that. If you have any doubt or question, just write to support@aerosoft.com. I have just checked the ticket flow there and it is almost 100% up to date. Link to comment Share on other sites More sharing options...
Astro_Liam 15 Posted December 9, 2019 Share Posted December 9, 2019 28 minutes ago, Mathijs Kok said: Gents, nothing more the a massive apology about this issue. It was a very complex series of small events that started with an unexpected (yes honestly) extreme load on the server, there must have been a shit load of people F5'ing. That caused us to lose access to the backend and in the rush to fix that something was overlooked. But.... Just drop us an email at support@aerosoft.com and I promise it will be sorted out. People like Marius will work until late this evening to assist with these issue. If you order of serial is missing they will add it, if you did not get the 10% discount you will be offered a voucher or the money back via PayPal or CC. You can take it as a personal promise from me that all these issue will be sorted out. If in the next 24 hours this is not all solved drop me a mail at mathijs.kok@aerosoft.com . To be honest, you cant say fairer than that. Link to comment Share on other sites More sharing options...
FWAviation 484 Posted December 9, 2019 Share Posted December 9, 2019 vor 4 Minuten, Mathijs Kok sagte: No the system will prevent that. If you have any doubt or question, just write to support@aerosoft.com. I have just checked the ticket flow there and it is almost 100% up to date. Well, this, this and especially this post in this topic seem to prove otherwise. I also read a comment on FSElite from a user saying "I noticed that too - I was expecting the checkout to throw some kind of "invalid coupon code" at me but it didn't!" Link to comment Share on other sites More sharing options...
KurtisG 1 Posted December 9, 2019 Share Posted December 9, 2019 30 minutes ago, Mathijs Kok said: Gents, nothing more the a massive apology about this issue. It was a very complex series of small events that started with an unexpected (yes honestly) extreme load on the server, there must have been a shit load of people F5'ing. That caused us to lose access to the backend and in the rush to fix that something was overlooked. But.... Just drop us an email at support@aerosoft.com and I promise it will be sorted out. People like Marius will work until late this evening to assist with these issue. If you order of serial is missing they will add it, if you did not get the 10% discount you will be offered a voucher or the money back via PayPal or CC. You can take it as a personal promise from me that all these issue will be sorted out. If in the next 24 hours this is not all solved drop me a mail at mathijs.kok@aerosoft.com . Thank you Mathijs! You really can't be more clearer Link to comment Share on other sites More sharing options...
Administrator Marius Ellenbürger 194 Posted December 9, 2019 Administrator Share Posted December 9, 2019 vor 8 Minuten, Mathijs Kok sagte: just write to support@aerosoft.com. Please make sure to mention your order id, so we can handle your request faster. Thank you very much!! Link to comment Share on other sites More sharing options...
ManBOSS64 21 Posted December 9, 2019 Share Posted December 9, 2019 Hi there everyone, trying to get the 18 euro discount as I own the *Upgrade* to the a318/19 so does that mean I don't get it? because technically the a318 product I own is itself an upgrade? Link to comment Share on other sites More sharing options...
Deputy Sheriffs Secondator 643 Posted December 9, 2019 Deputy Sheriffs Share Posted December 9, 2019 Hello ManBOSS64, If you own the A318/A319 Professional, you should get the discount automatically on your shop account. The discount only applies for the Professional version, and does not apply for the old 32-bit Airbus products. If you own the A318/A319 Professional and don't get a discount, please contact Aerosoft support at support@aerosoft.com and include the order number for your A318/A319 Professional order. Link to comment Share on other sites More sharing options...
Aerosoft Aerosoft Team [Inactive Account] 51558 Posted December 9, 2019 Author Aerosoft Share Posted December 9, 2019 13 minutes ago, FWAviation said: Well, this, this and especially this post in this topic seem to prove otherwise. I also read a comment on FSElite from a user saying "I noticed that too - I was expecting the checkout to throw some kind of "invalid coupon code" at me but it didn't!" I have just checked and all two of these people have been answered at this moment and the last one was being replied to as we type. I am unable to comment on FSElite as I can't see the emails of the users so can't correlate that to tickets in our system. I am not sure why you posted what you did. There is no way you can see if these people have been assisted after they posted on the forum. Again, if anybody feels they are forgotten contact me personally on mathijs.kok@aerosoft.com. But please give my support teams more than 20 minutes to solve an issue. Link to comment Share on other sites More sharing options...
ManBOSS64 21 Posted December 9, 2019 Share Posted December 9, 2019 9 minutes ago, Secondator said: Hello ManBOSS64, If you own the A318/A319 Professional, you should get the discount automatically on your shop account. The discount only applies for the Professional version, and does not apply for the old 32-bit Airbus products. If you own the A318/A319 Professional and don't get a discount, please contact Aerosoft support at support@aerosoft.com and include the order number for your A318/A319 Professional order. Ah turns out I have the P3D v3 version, ahaha completely missed the release of the professional series guess I'll at least take advantage of the 10% which is appearing luckily, thanks! Link to comment Share on other sites More sharing options...
KurtisG 1 Posted December 9, 2019 Share Posted December 9, 2019 19 minutes ago, Marius Ellenbürger said: Please make sure to mention your order id, so we can handle your request faster. Thank you very much!! What details can we give you should we have no order ID (but have been charged for example) Link to comment Share on other sites More sharing options...
Deputy Sheriffs Tom A320 4915 Posted December 9, 2019 Deputy Sheriffs Share Posted December 9, 2019 1 minute ago, KurtisG said: What details can we give you should we have no order ID (but have been charged for example) The email address you use to login into your shop account and your full name. Link to comment Share on other sites More sharing options...
ALESSIOTOLU 4 Posted December 9, 2019 Share Posted December 9, 2019 The payment is frozen. I just called my bank. I don't have an order id for this reason. I'm waiting to get my money back and buy the A330 back Link to comment Share on other sites More sharing options...
Jaksims 3 Posted December 9, 2019 Share Posted December 9, 2019 Massively appreciate the work you guys are doing behind the scenes.. Sounds like a manic release! I sadly had my cc payment verify only to return me to a "Web page unavailable" message, followed by a refresh which took me back to the first payment screen. Upon checking my online banking, the transaction had processed, but I have no order number or anything, so I'm sure its a bit trickier for your support team to resolve it.. But I appreciate that you have a lot of people with the same issue, so I patiently await the resolution Link to comment Share on other sites More sharing options...
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