P
Parky
Guest
Fair enough.......please forgive my rather atrophied attempt at a bit of humour.
S
Siggi
Guest
B
BadKarma1001
Guest
Sorry, didn't know you Yanks had one.
Ooooooh!!! Double-whammy!
Isn´t Parky from Canada, eh?
S
Siggi
Guest
P
Parky
Guest
Used to live in the county of Kent.....a long time ago. The sense of haha must have followed me over.
F
ftgc
Guest
I ordered mine the day I got the email that the DVD was available. There was some delay in getting payment to Avangate as I hadn't yet updated paypal with my new CC. When I received the email from paypal that the funds had been transfered I emailed Avangate to find out if they had my order and had indeed received payment (I hadn't received a order confermation) They promptly returned my email and said they had my order and had received payment, but didn't give me a status of wether it had been shipped and/or a tracking number. So I sent them another email asking for a status/tracking number. Two days later the DVD arrived in the mail and about two hours after I received it I got an email from Avangate with a tracking number 
By far not the worst service I've had with internet ordering but one of the oddest.
Scott
By far not the worst service I've had with internet ordering but one of the oddest.Scott
W
Winder
Guest
Its actually quite simple - we have explained some of this on our website in the orders FAQ section re the early delivered and dispatched e-mail issue...
And now Avangate have actually implemented tracking... to be proactive
So basically the system is being improved.
HTH
WM
And now Avangate have actually implemented tracking... to be proactive
So basically the system is being improved.
HTH
WM
B
BadKarma1001
Guest
That´s nice for the guys who are ordering in the future and i guess the guys who already got their DVD don´t care and right now i would tell everyone who wants to buy OFF to hold off until there is another publisher or an optional download.
I am simply frustrated, angry and less than impressed with the so callled service of avantgate.
I ordered at the 15th and my CC was charged right away on the same day, literally on the same minute(i can see the status and charges for my CC online) and got an shipment confirmation on the 16th. When i first contacted avangate with the whereabouts of my DVD they wrote it was shipped on the 19th when i asked the 2nd time it´s the 20th all of a sudden. A satisfying answer what took them 4 respective 5 days to ship my DVD after they charged my credit card could not be provided by avangate. Exactly screw ups like this are the reason why i personally prefer a download option. I pay, i download, i play. Thats the way i bought CC, ToW, Distant Guns, Jutland, Black Shark (also more that 3 GB), and a few Matrix Games titles. I totally understand that not everyone has a broadband internet connection and that there are ppl who prefer a hardcopy and a shiny box but a download option would have bee nice and that it might be possible in the future dosen´t comfort my right now because for me the situation is already screwed up.
The situation with the faulty discs isn´t very encouraging either!!
Well I ordered mine on Jan 15, Got confirmation that it was shipped on the 16th. I live in S. Ontario and I still don't have it. I don't think Avangate is to blame for the delay, it is the post office, or customs that are to be blamed for this. It'll get here when it gets here I hope
Tony
Tony
L
Lav69
Guest
USPS tracking worked perfectly for me.
Tracking is provided by whomever is doing the delivering not by Avangate.
Tracking is provided by whomever is doing the delivering not by Avangate.
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Winder
Guest
Tony that is exactly the situation it varies form country to country and town to town.....In SA up to 6 weeks no matter who or how it is sent....
BadKarma have you received your disk? There will not be another publisher as we are a small company catering only to a small market.
So far most people have received their disks in reasonable time - and of course things can go missing or get stolen - I am surprised that the obvious is not that obvious.
And then the bad disks - yes we have had a few but so far we have helped virtually all of them get up and running by supplying whichever file is corrpted on the DVD and free replacements are en-route - but again thats not Avangate either its outsourced and it is being investigated I can assure you.
HTH
WM
F
florin.craciun
Guest
Hello everyone,
I am Florin Craciun and I represent Avangate.
I have been reading through your posts ever since we started processing orders for OFF, so I am somehow familiar with your concerns regarding the shipping of the DVDs.
I’ve decided to step in and clarify some things just to make sure we are all on the same page and to let you know that we care about your orders:
1. We are well aware about some of the delays occurring with delivering the DVDs, but I can assure you each order has been shipped in no more than 24 hours since we’ve processed it.
2. Some of you used our Order Lookup tool and found their orders to “have been delivered”. I agree this might sound like a bad choice of words to you, but just for your info Avangate platform and solution haven’t been designed for the type of physical delivery we are doing for OFF’ - our main area of expertise is electronic software distribution.
We’ve adjusted our systems this particular situation, but some things cannot be changed overnight. As an example, we’ve promised OFF team to change the wording from “delivered” to “shipped” or “dispatched”, but this proved to be one of those things that although looking easy enough had deeper implications and forced us to postpone it.
We are currently working to integrate our system with the USPS tracking system, so when you check your order status you will see it not only as “dispatched” , but you can also get your USPS tracking number and check it online on www.usps.com
3. As mentioned at #1, we dispatch the DVD 24 hours after the order is received. DVD printing, packaging and shipping is handled by our US based partner. So, all orders are shipped from US using USPS.
Once the pack has been handled to USPS, the only way we can track its status is using the tracking number and system provided by USPS. If there are certain delays in the DVDs reaching you, I would kindly ask you to be patient as this will arrive as promised.
Again, just for your information, DVDs will reach you in 4-7 working days from the day you have ordered it, but sometimes, due to the postal service it can take up to 10 or 12 days, just as well as it might take 2 days to get to you.
For those of you wanting to check their orders status online with USPS, just email support@avangate.com with your order reference number and they will provide you with it. Please keep in mind that the tracking system in question has its limits and although it can be considered as a valid tool, it is not 100% accurate – especially when the delivery it’s made outside US.
4. There have been reported some broken DVDs which we will be replacing. As a matter of fact we have already started mailing it just yesterday.
Last but not the least, I would add that we are very interested in what is happening with your orders and we are doing our best to stay on top of things although there are a lot of parties involved here: us, the DVD printing company, USPS. At the end of the day, we all win if everyone is happy.
I am constantly informed by the OFF team about your questions, but I encourage you to contact us directly. Our customer support team is reachable 24/7 by email - support@avangate.com or by phone at +31 88 0000008 (International) or 888-247-1614 (USA and Canada only).
Regards,
Florin
I am Florin Craciun and I represent Avangate.
I have been reading through your posts ever since we started processing orders for OFF, so I am somehow familiar with your concerns regarding the shipping of the DVDs.
I’ve decided to step in and clarify some things just to make sure we are all on the same page and to let you know that we care about your orders:
1. We are well aware about some of the delays occurring with delivering the DVDs, but I can assure you each order has been shipped in no more than 24 hours since we’ve processed it.
2. Some of you used our Order Lookup tool and found their orders to “have been delivered”. I agree this might sound like a bad choice of words to you, but just for your info Avangate platform and solution haven’t been designed for the type of physical delivery we are doing for OFF’ - our main area of expertise is electronic software distribution.
We’ve adjusted our systems this particular situation, but some things cannot be changed overnight. As an example, we’ve promised OFF team to change the wording from “delivered” to “shipped” or “dispatched”, but this proved to be one of those things that although looking easy enough had deeper implications and forced us to postpone it.
We are currently working to integrate our system with the USPS tracking system, so when you check your order status you will see it not only as “dispatched” , but you can also get your USPS tracking number and check it online on www.usps.com
3. As mentioned at #1, we dispatch the DVD 24 hours after the order is received. DVD printing, packaging and shipping is handled by our US based partner. So, all orders are shipped from US using USPS.
Once the pack has been handled to USPS, the only way we can track its status is using the tracking number and system provided by USPS. If there are certain delays in the DVDs reaching you, I would kindly ask you to be patient as this will arrive as promised.
Again, just for your information, DVDs will reach you in 4-7 working days from the day you have ordered it, but sometimes, due to the postal service it can take up to 10 or 12 days, just as well as it might take 2 days to get to you.
For those of you wanting to check their orders status online with USPS, just email support@avangate.com with your order reference number and they will provide you with it. Please keep in mind that the tracking system in question has its limits and although it can be considered as a valid tool, it is not 100% accurate – especially when the delivery it’s made outside US.
4. There have been reported some broken DVDs which we will be replacing. As a matter of fact we have already started mailing it just yesterday.
Last but not the least, I would add that we are very interested in what is happening with your orders and we are doing our best to stay on top of things although there are a lot of parties involved here: us, the DVD printing company, USPS. At the end of the day, we all win if everyone is happy.
I am constantly informed by the OFF team about your questions, but I encourage you to contact us directly. Our customer support team is reachable 24/7 by email - support@avangate.com or by phone at +31 88 0000008 (International) or 888-247-1614 (USA and Canada only).
Regards,
Florin
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Winder
Guest
F
Fortiesboy
Guest
As the one who started this thread i'd just like to say that Florin's input gives the situation exactly as it is, as i see it.
My post really was about the tracking facility, and the terminology etc.
It should be obvious to everyone, that once the DVD is shipped by Avangate it is out of their control!!
As Parky said originally and which didn't seemed to be accepted by some.
Siggi- when you posted your Xmas card this year, would it be fair to berate you if it didn't arrive, or arrived late, once you had told the recipient that you had posted it?
cheers
My post really was about the tracking facility, and the terminology etc.
It should be obvious to everyone, that once the DVD is shipped by Avangate it is out of their control!!
As Parky said originally and which didn't seemed to be accepted by some.
Siggi- when you posted your Xmas card this year, would it be fair to berate you if it didn't arrive, or arrived late, once you had told the recipient that you had posted it?
cheers
S
Siggi
Guest
Well, it's either somebody at QM-stores who should be put on a fizzer or one of the bloody runners needs a damned good thrashing. What what?!
B
BadKarma1001
Guest
First,
i really appreciate that a rep from avangate is showing up and answer some questions.
Okay if the DVD where shipped within 24 hours after the order is received why is the avangate costumer support telling me it was shipped at the 20th when i ordered and payed at 15th?
I got a tracking number from avangate costumer service (acs) but all i get when i try to use the USPS website to track down my shipment is:
"The U.S. Postal Service was electronically notified by the shipper on January 19, 2009 to expect your package for mailing. This does not indicate receipt by the USPS or the actual mailing date. Delivery status information will be provided if / when available. Information, if available, is updated every evening. Please check again later.".
THat doesn´t fill me with confidence and it´s contradictory to what you said that orders are shipped within 24 hours!
Okay you replace a lost shipment but how do you ship it?
Again with the snail mail? Waiting for another 10+ days? Sorry unacceptable!
When a shipment is lost by amazon.com the replacement goes with UPS Express and i have the replacement all over the world within 48 hours! That is service!
I admit the acs is fast, i get an answer to my email within the hour, but all i get are generic answers and nothing definitive and i hate that!
Again i appreciate you coming here and the promise to improve the situation is nice, especially for future costumers but right now i would not recommend ordering anything via avangate, sorry.
Believe me i didn´t want come here to rant every day. I would prefer to come here and post some after action reports or "complain" that the Red Baron shot me down the 4th time in my campaign, but i can´t because i am still waiting for my fracking DVD.
R
ratters72
Guest
yeah ditto
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Winder
Guest
I think the date issue is clear - the first e-mail is from Avangate - saying delivered/dispatched - when in fact it meant ordered from DVD manufacturer.. and that takes more time to make and forf e-mails back and forth and then you are informed of the actual dispatch.
Sure the e-mails are wrong and confusing Avangate has stated that and so have we - and it was because they are really primarily a download service - and our product is really too big to download.
But most folks do want that box and DVD.....or we think - but who cares.
Download will be knocked and so will DVD shipment....
Avangate has delivered most of the orders so far on time or within a reasonable time of promise - and yes they cannot control it once it goes to USPS.
Then there are those that have not received and I see a few folks here - that have not got their toys and will resort to ranting by self admission.
Maybe they have gone missing - ****e happens - should we rant and say nope not acceptable or should we put it in perspective and say - O.K I have been unlucky and my DVD is missing - but they will send another one so hey not so bad - I am still alive living and breathing....
Ditto the bad DVDs.
Well Amazon is cool but in SA I never get anything sooner than 4 weeks and mostly 6 - is that Amazon or a local issue?
Given that you are so upset and stressing I feel that I really should offer you a money back offer - and then simply send the DVD back if it ever turns up - I am concerned that stressing over a game DVD is possibly a bit OTT maybe its a mental/new age thing dunno.
BadKarma please send an e-mail to support@overflandersfields.com and I will arrange it!
HTH
WM
U
UK_Widowmaker
Guest
It's at times like this, I really REALLY feel sorry for the OFF team!..... Damned if they do...damned if they don't!
P2 distribution had the download / Hosting woes...causing everyone to pull their hair out..and now, some people are waiting too long for the shipped DVD's to arrive.
Not only have they spent months bringing us the project, they now have all the grief of the distribution problems.
I know it's easy for me to say, as I have my disk, and it all worked great, that patience is a virtue...but if it's any consolation, it's well worth the wait.
Try not to give the OFF team too much sh*t.....as without them, we would all still be playing RB3d (perish the thought!)
P2 distribution had the download / Hosting woes...causing everyone to pull their hair out..and now, some people are waiting too long for the shipped DVD's to arrive.
Not only have they spent months bringing us the project, they now have all the grief of the distribution problems.
I know it's easy for me to say, as I have my disk, and it all worked great, that patience is a virtue...but if it's any consolation, it's well worth the wait.
Try not to give the OFF team too much sh*t.....as without them, we would all still be playing RB3d (perish the thought!)
R
RCAF_Dudley
Guest
BHaH Arrived!!!
One, two! One, two! and through and through
The vorpal Vickers went snicker-snack!...
..."And hast thou delivered the BHaH?
Come to my drives, my beamish DVD!
O frabjous day! Callooh! Callay!"
He chortled in his joy(stick).
The Postie delivered it today.
Well... that kills my domestic productivity for the weekend (and the forseeable future)!
Have to tip-toe arround the missus!
Dudley
One, two! One, two! and through and through
The vorpal Vickers went snicker-snack!...
..."And hast thou delivered the BHaH?
Come to my drives, my beamish DVD!
O frabjous day! Callooh! Callay!"
He chortled in his joy(stick).
The Postie delivered it today.
Well... that kills my domestic productivity for the weekend (and the forseeable future)!
Have to tip-toe arround the missus!
Dudley