Root Admin Mathijs Kok Posted February 8, 2013 Root Admin Share Posted February 8, 2013 Well, it's not 100% clear at this moment, but clearly we messed up. We knew about the weaker areas and they had been worked on in the last week but customer reactions did not reflect that. A good portion of the people who bought it are just not happy and as a result we removd the product immediately from the shop. Currently our management is talking to the external development team to see what their reaction is and then we'll decide how to move forwards with this project. With the weekend and carnival on Monday (rather big in the region of Germany where our HQ is) it might be Tuesday before we got all the information we need. But of course we'll make sure that the customers who are not happy will be taken care off. In the mean time, we apologize for the issue. It's not what Aerosoft should be. Link to comment Share on other sites More sharing options...
ritzi Posted February 8, 2013 Share Posted February 8, 2013 Thank you for the progress report... Have a nice monday and do not drink and fly Best Greetings Sven Link to comment Share on other sites More sharing options...
Cheyenne Chief Pilot Posted February 8, 2013 Share Posted February 8, 2013 What happened to the DEX thread?!? ;-) Link to comment Share on other sites More sharing options...
ellipirelli Posted February 8, 2013 Share Posted February 8, 2013 Mathijs, this is what I call a professional communication towards the clients. Thank you so much Link to comment Share on other sites More sharing options...
alexczarn Posted February 8, 2013 Share Posted February 8, 2013 What I call an excellent response. Link to comment Share on other sites More sharing options...
Guenther Baron Posted February 8, 2013 Share Posted February 8, 2013 Thats the only way to handle the issue. I wonder who is responsible for QM at Aerosoft . ORBX/FTX sceneries are todays standard in quality and price performance ( I got all of their products ) . Regards, Guenther Link to comment Share on other sites More sharing options...
Boerries Posted February 8, 2013 Share Posted February 8, 2013 Danke für die Nachricht / Thanks for the news Link to comment Share on other sites More sharing options...
Deputy Sheriffs Herman Posted February 8, 2013 Deputy Sheriffs Share Posted February 8, 2013 What happened to the DEX thread?!? ;-) It's locked and hidden. My guess is that with Aerosoft taking the product off the market, they're also taking information about it "off the air." I followed the thread closely and there's nothing there that will help in resolving whatever issues there are. I think the thread by Mathijs and Fabien in that forum titled "Deutschland X" and the message at the top of this thread say everything that needs to be said for now. Link to comment Share on other sites More sharing options...
Rick24 Posted February 9, 2013 Share Posted February 9, 2013 Danke für eine klare Aussage ! Thanks for the Statement ! Link to comment Share on other sites More sharing options...
seskadog Posted February 10, 2013 Share Posted February 10, 2013 I didn't buy this as I am looking more forward to ORBX Germany. However I am quite impressed by the way Aerosoft have managed this situation, It seems you care quite a lot about your customers! Good Luck! Jacob Link to comment Share on other sites More sharing options...
Root Admin Mathijs Kok Posted February 13, 2013 Author Root Admin Share Posted February 13, 2013 Short update, we'll make a full announcement shortly but in any case we will offer or a change to another product (or a refund) to all people who are not happy. Link to comment Share on other sites More sharing options...
Fabian Boulegue [old] Posted February 14, 2013 Share Posted February 14, 2013 We have stopped the sale of Deutschland X as we encountered too many problems and inconsistencies which we had not seen in preparation of taking Deutschland X into our range of products. The product as is, does not reflect our own standard of quality. Customers who have already purchased Deutschland X will be offered a credit voucher. An update or a modification lies at the discretion of the developer team. We sincerely apologize to all the customers for the inconvenience. For get one of these credit vouchers, contact Fabian.boulegue@aerosoft.com with Subject "DEX Refund" and your order number of DEX. Link to comment Share on other sites More sharing options...
Boerries Posted February 14, 2013 Share Posted February 14, 2013 What about the customers, who buyed DEX via Simmarket and other "third-party-platforms"? Link to comment Share on other sites More sharing options...
Fabian Boulegue [old] Posted February 14, 2013 Share Posted February 14, 2013 Hello Boerries, we can only handle refund for our customer, cause this is a service by aerosoft, customer who bought at other shops have to contact there reseller. I m really sorry. Greets Fabian Link to comment Share on other sites More sharing options...
Boerries Posted February 14, 2013 Share Posted February 14, 2013 Simmarket will give the refund too. Link to comment Share on other sites More sharing options...
Fabian Boulegue [old] Posted February 14, 2013 Share Posted February 14, 2013 As far as i know and talked to Simmarket they ll give a refund, too. Ah Boerries ! same time. Link to comment Share on other sites More sharing options...
Cheyenne Chief Pilot Posted February 14, 2013 Share Posted February 14, 2013 We have stopped the sale of Deutschland X as we encountered too many problems and inconsistencies which we had not seen in preparation of taking Deutschland X into our range of products. The product as is, does not reflect our own standard of quality. Customers who have already purchased Deutschland X will be offered a credit voucher. An update or a modification lies at the discretion of the developer team. We sincerely apologize to all the customers for the inconvenience. For get one of these credit vouchers, contact Fabian.boulegue@aerosoft.com with Subject "DEX Refund" and your order number of DEX. This voucher is going to be the top-seller of the week ... No, sincerely: That's a very good and quick decision taken by Aerosoft. I'm just wondering whether - as DEX isn't up to your standards and no patch announced - you should offer a complete refund of your customers' money at your customers' choice ... Link to comment Share on other sites More sharing options...
Fabian Boulegue [old] Posted February 14, 2013 Share Posted February 14, 2013 Hello olli4740, this is the option we are offering at the moment. Greets Link to comment Share on other sites More sharing options...
Cheyenne Chief Pilot Posted February 14, 2013 Share Posted February 14, 2013 Sorry for my misinterpretation. I thought "voucher" would be something like your "boarding pass". So this "voucher" means cash? ("cheque") I appreciate all the hard work invested in preparing the release and managing this crisis. I'd rather like to see a successful DEX, instead ... Link to comment Share on other sites More sharing options...
Fabian Boulegue [old] Posted February 14, 2013 Share Posted February 14, 2013 No, the voucher is like the boarding pass. Its a cupone code worth 33€ in our Download and Box Shop. Greets Fabian Link to comment Share on other sites More sharing options...
Cheyenne Chief Pilot Posted February 14, 2013 Share Posted February 14, 2013 No, the voucher is like the boarding pass. Its a cupone code worth 33€ in our Download and Box Shop. Greets Fabian I get the economics of that, but ... ... if you can't retouch the product you sold, you're obliged to offer a complete reversion of the purchase - that's giving back the money to your customers ... Sorry for bothering you, Fabian! Link to comment Share on other sites More sharing options...
Fabian Boulegue [old] Posted February 14, 2013 Share Posted February 14, 2013 Olli4740, normaly you can never get a refund for a download product (at last in germany for software). Cause we want have our customer be happy we offer to give them the hole price (at last +0.01€) as refund to get a other product. Thats the solution we offer right now i m sorry. Greets Fabian Link to comment Share on other sites More sharing options...
NH90 Posted February 14, 2013 Share Posted February 14, 2013 We have stopped the sale of Deutschland X as we encountered too many problems and inconsistencies which we had not seen in preparation of taking Deutschland X into our range of products. The product as is, does not reflect our own standard of quality. Customers who have already purchased Deutschland X will be offered a credit voucher. An update or a modification lies at the discretion of the developer team. We sincerely apologize to all the customers for the inconvenience. For get one of these credit vouchers, contact Fabian.boulegue@aerosoft.com with Subject "DEX Refund" and your order number of DEX. Good news Fabian, mail is on the way. That´s now a +1 to Aerosoft ! Link to comment Share on other sites More sharing options...
Fabian Boulegue [old] Posted February 14, 2013 Share Posted February 14, 2013 Olli lets discuss that via Mail its going off-topic here. I ll hide the latest post. You can contact me at fabian.boulegue@aerosoft.de Greets Link to comment Share on other sites More sharing options...
Pao13 Posted February 14, 2013 Share Posted February 14, 2013 Hi Guys, I did not have time to purchase the product.... is it really unusable ? what were the main issued ? Is it a really bad idea to buy it if you don't have any other add-ons installed covering Germany ? thanks for letting us know. Greg Link to comment Share on other sites More sharing options...
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