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  • Please see the most recent updates in the "Where did the .com name go?" thread. Posts number 16 and 17.

    Post 16 Update

    Post 17 Warning

Is IRIS Simulations still in business?

Just to be fair to David here. . .my statement regarding the lack of response to support, either via a post in the forums or an e-mail has not diminished the way I view IRIS. I have a great deal of respect for David and Karen and the other folks who spend a lot of time behind the scenes building aircraft we enjoy flying.

I think the fact that the entire website has been changed more than a few times in the past few years requiring everyone to re-register multiple times and then hacked on top of that has not made the situation any better. My sole problem is with the store and the fact that all my past purchases are "locked". I have quite a few I'd like to get back but that takes an e-mail (to Karen "I think") and then all the pertinent information on the original purchase, which usually isn't a problem, but it's that process that always has failed me, thus my statement that I eventually just gave up.

I'll continue to buy, whenever my finances allow and I don't think anyone can go wrong by sticking by David and his team at IRIS.:salute:
 
Thanks for your help

delta558 said:
There's been a fair bit of re-organisation at Iris recently, as David has been mostly doing support on his own and has suffered for it - he does have a lot on his plate and is also working hard to get the A10 ready for release. There are now a few of us with access to the support ticket system, but some of us only joined fairly recently (around the time of development on the Vulcan or after). For myself, I've answered as many support tickets as possible with the products I'm familiar with - I guess others are in the same boat. I've only recently got hold of some of the older products (such as the T6) and am still trying to find my way around it before being able to offer decent support. Having not been involved in its develpment, it's a lot harder - often, support tickets for aircraft we've been involved in the development of are easier to answer because we've seen the problems during development.

I know it's not an excuse, but we all have personal situations / lives outside FS which must take priority. We don't get paid for what we do (but free aircraft are nice:icon_lol: That kind of balances out the hours we put in in the development process). However, we're not helped when support tickets are entered with less than ten words - we really do need some information before we can begin to assist! (and that's just a general comment based on some of the requests I've seen, it is not aimed at any individual).

If any of you guys that have outstanding support issues want to PM me here, or over at the Iris website (JFTC - Paul Frimston), I will do my best to get something sorted out for you, whether it be that I can solve it or have to flag it up in our forum for somebody who may have the answer. Drop me a line, as if you've not contacted the support ticket thing and give as much detail of the problem as you possibly can. We will try and get things sorted for you.
Click to expand...

Paul,

I sent you a PM. I just want to re-download the Texan II that I originally purchased direct from IRIS with the SP2 upgrade and purchase the Advanced upgrade at a reduced cost for previous purchasers, as stated in previous threads on this forum.

Thanks,

Joe
 
Joe,

I am sorry for the delay in addressing your concerns... I have now replied to all the remaining support tickets open...

If you don't get the link to the file you need, drop me a PM here and I'll organise it for you.

Falcon,

Same goes for you.. :) If there are any outstanding purchases you need access to, drop me a PM here and I'll organise download links for you.


As most people know including myself, support has always been my personal weakness...very often (as is the case recently), I become so bogged down with organising dev work, family matters and support that something suffers. In response to this I've handed more support functions to the other team members, however in many cases such as authorising downloads for purchased products, only I have access to the sales data from which to confirm authorised re-downloads.

The team are doing a fantastic job helping me out with support issues where they can, and a lot of questions are getting answered more speedily as their experience and knowledge increases.

From my point of view, it has freed up a great deal of my time to focus on producing a superior product as is the case in the A-10, but on the downside, it appears support has suffered to a certain extent and for that I can only apologise and work harder on maintaining a balance between supporting our loyal customers and focusing efforts on producing the best products I can.

Either way, I want to thank you all for your patience.

DB.
 
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