Pi##ed off with Captain Sim

J

jeansy

No longer active
Ive never had a problem with them in the past, until today where i got the fsx 707

i found when it came to the install, it would find the directory but the install button didn't light up

so i raised the problem with the screwed support site explaining the problem giving all the information required

then i get a reply back today

Thank you for contacting Captain Sim Customer Support.



Your Ticket has been reviewed but canceled because the same question has been previously answered.

If you wish to review the answer please:

- Check-in at http://www.captainsim.com/support/">http://www.captainsim.com/support/

- Click Product Name > Customer Support > Search KB > C > Search for KB# 585



The Captain Sim web site, Knowledge Base and Manuals contain hundreds of articles designed to answer the majority of the questions asked of our Customer Support. Please always be sure to search the web site, Knowledge Base and Manuals PRIOR TO submitting a request for assistance in order to ensure a timely resolution to your issue and avoid your Ticket cancellation.
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so i did the search they sent me on, Dont know why they didnt just put it in the email but found this

Q: When I try to install your product it asks me for a folder where to install the add-on, however, no matter which folder I select the OK button to do the installation is always greyed out.
A: Possible reasons:
- you selected incorrect folder. Press 'Browse' button and select route to MS FS at your computer;
- not enough free space at your HDD for installation. Please clear some space and try to install again;
- if you install FSX product and are sure the reasons above are not your case - reinstall FSX SP2 and/or Acceleration.
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Ok

1, i have over 600gb free on the hard drive and they're aware of that as it was requested infomation in the job ticket,

2, i did a reinstall later today after the purchase

3, it did jack sh#t

What sets me off is the fact that before anything could have been done the job raised was canceled, so now i have to muck around and raise another job ticket to inform them nothing happened, so i sent a email off to the contact us link explaining what was the problem and issue where in the past other developers have waited for a response or sent a follow up email to confirm the fix

then got a email back saying in short we dont respond to these requests try customer support

ok well a little pi##ed off with them i have to say the least, that was a waste of $80AUD
 
The product is great but obviously not matched by their support.
 
Have you tried to download it again?
Are you executing installer as administrator?
Have you FSX in registry?
 
Their support sucks, that's why I only buy stuff off them when it's up for sale for only 10 bucks or so. Cuz then if their stuff fails to work I don't get frustrated.

Not helping you mate but still. Hope you get it sorted!
 
With the shrinking market we have today, it amazes me how seemingly callous some companies can be with so called customer support. Alphasim is the textbook case of what can happen to a company when it forgets that sales only sells the first item, service sells the rest.
 
Mithrin said:
Their support sucks, that's why I only buy stuff off them when it's up for sale for only 10 bucks or so. Cuz then if their stuff fails to work I don't get frustrated.

Not helping you mate but still. Hope you get it sorted!
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Ditto.
 
im over it

nothing they suggest works and getting fed up with raising a new ticket for each communication

i cant see the point in raising a ticket each time where it takes about 15mins to fill out a form

& i cant see why you cant reply to the email they send to you

this is the last purchase from this useless mob

not sure if its legal but im thinking of selling the key and download for a cheap price just to recover some of the money lost from this **** fight

i think it might have been a bad time to give up smoking ....
 
Is why I have not bought the 707 as of yet. I got the 757 aicraft when it first came out, and finally after a few years the whole package was released. Although had to pay each time (got a discount, but still) to get the Pro model and all that. Granted I have not had to deal to much with their support so do not know first hand of the difficulties. Just waiting to see what this block 1.1 offers for the 707 before jumping in.. Cause the price is fairly steep in my mind. Sorry to hear you wasted your money though. I would be PO'd myself.
 
Me too

Hey Jeansy,
Sorry 'bout your hassel with capt sim thug's. There "suport" is a bad joke. I bought their Yak-3 two years ago and was never able too download the product. Went thru all their hoops and----nothing. They won't last much longer. I recently installed FS9 and FSX into my Window's 7 OS. All was fine 'cept lost my capt sim C-130 prop's and main landing gear. Their "support" gave me the same song and dance they put you thru. They will NEVER get another penny from me. They have nice aircraft but thug's are running and ruining this site. Hope they have to sellout to an ethical company.

SBP
 
I would think,if Capt Sim should act like a responsible company,they should reach out to sites like this and explane...tell their story,for I believe the damage they do to them selves,will effect any and all sales...the power is with the purchaser,and those who spent money.if not ,it sounds like arrogance,and they should not be patronized.....Yes I have the 707,could never figure out the big fuss over it....so much great freewhare...One would like to by stuff in our Flight Sim world,this to support,and keep this great hobby going.
There attitude,and lack of customer respect, makes those ,who give us wonderful gifts,unselfishly ,to be the Giants in our hobby!!....My Opeion!
 
There attitude,and lack of customer respect, makes those ,who give us wonderful gifts,unselfishly ,to be the Giants in our hobby!!....My Opeion
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i agree but sometimes, and this is not the example, i have experienced there is not company's respect...as opening ticket with first worlds insulting...just because customer didn't execute a files as administrator and with all info inside zip file saying that. Or because people ask support with a wrong email address and then say you don't give support while supporter become stupid to find the correct email address or after one sale a customer ask, what is fsx, thinking that an aircraft it's a single game.....i can write tons of examples on ten years supporting....There should been respect between each part but actually doesnt work always in this way. Another millenium bug lol
 
http://www.sim-outhouse.com/sohforums/member.php?u=1167icarus, I understand you're point about some customers jumping the gun but at the same time there are a some companies in this industry that simply do not deliver good customer service. I have had my issue with a company in the past accusing me using a pirated version of their software as an excuse for the software not working, even though they had my purchase order and payment receipt from where I bought the product from them. The real issue was anti-virus software making changes to my registry. Rather than apologizing for the mistake and the incorrect accusations on their part it was more excuses. Even though in the end we were able to get their product working, their arrogance and false accusations in the beginning drove me from their products for good.

What some companies don't seem to understand is that there is more to their product than just the core product alone. A company has to stand behind that product and that includes maintaining high quality product support. You have to have people who are good at customer service. You have to have people who know how to deal with customers. No product ever made has ever worked successfully for 100% of the population. When that failure takes place you have to have someone who can trouble shoot. You have to have someone who can make that situation better or at least reach a solution with that customer to make him or her satisfied.

My self and my business partner make parts for a certain industry. We deal with everyday people as well as even handle contract supplying parts to large companies. I deal with customer support issues every day. Sometimes I am dealing with a customer at 3AM. It is the cost of doing business. You can't treat someone differently because you are tired or because you have a lot going on that day. You have to deal with each person on a personal level. Herding them like cattle and using a customer service ticket system that doesn't really solve their problem is just going to push them away and create problems like this. If you are too busy to take care of your customers they are not going to stick around very long or do business with you again.
 
icarus said:
There should been respect between each part but actually doesnt work always in this way. Another millenium bug lol
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To many customers, paying their money is their offer of respect, in return, is it so wrong that they should expect a product that simply installs ? I've had issues in the past sending tickets for various problems and having been a paying customer (not with CS), I was completely hacked off with the ticket response tennis. What really annoyed me was that the problem was due to how many times I'd installed a product (which was in turn because I was trying out beta's to overcome bugs in the first versionand there were issues with the beta's), so to prevent piracy, I was inconvenienced. I had to laugh as this product was readily available on torrent sites, so the only people that were suffering were the ones who were paying !!!!!!
 
HA ! finally got it to install

the funny thing was it wasnt captain sim who resloved it, it was the REX forums i was sniffing around there the other day to see about the new REX addon and saw a win 7 forum so i was looking through it and found a topic about how it wouldnt find the fsx directory at the time of the 707 install it didnt ring a bell until today

i went back today and re-read some posts in the win 7 section and applied some of the recommendations they suggested and wow it worked

all i had to do was shutdown a certain few proccess in the task manager

well there you go, after filling out several tickets, wasting a hell of a lot of time, ive come to the conclusion that captain sims fix for everything is free some space on your hard drive and re install fsx, jesus a retarded chimp could've had more insight than these guys

damn shame they dont have a forum like many other developers for support, as its a beautiful model

THANKS REX TEAM !!!!!!
 
I do not have anything to say about Captain Sim (I have not done business with them) but poor customer service has put me off a number of things lately.

I walked into a computer shop the other day and after waiting over ten minutes for some service I just decided to walk out and not bother. I've come to realise that no matter how good a product or the price, if there is no customer service or warranty in place you are just setting yourself up for hastles further on down the road.

Regards,
Stratobat
 
Stratobat said:
I do not have anything to say about Captain Sim (I have not done business with them) but poor customer service has put me off a number of things lately.

I walked into a computer shop the other day and after waiting over ten minutes for some service I just decided to walk out and not bother. I've come to realise that no matter how good a product or the price, if there is no customer service or warranty in place you are just setting yourself up for hastles further on down the road.

Regards,
Stratobat
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I do the same, If I walk into a shop and actively wait for someone who then goes elsewhere when I know the've clocked me, I'm out of there...

Im not a bad looking bloke ;)
 
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