Warbirdsim Support Issues
This post aims to correct assumptions with a statement from Warbirdsim:
We do sincerely apologise to everyone for the communications black out we all experienced recently due to the weather. Due to the conditions some staff have not been able to make it into work or to log in remotely due to other offices senior staff needed having that information being closed out due to the bad weather. The weather affected home services as well as companies and this is not a normal situation and has been very much the same over the UK since December with conditions worsening up till yesterday when for the first time they improved. While we understand that the UK is not used to such conditions and has had a hard time to cope with them we have done our best to solve the problems it has caused.
The issue with Warbirdsim Support should not lead to unfair or damaging assumptions which are not based on the truth with an "if I cannot get an answer I will make one up" approach. There is a lot of misinformation and a lot of assumption in posts we see and we ask people to ignore them and the negative or un-constructive people who post them.
Our chief concern besides the weather, which we have not been able to control, was is and always will be toward support. Our resolve to see that in the front line, support for key activation due to new Windows 7 installations or crashes, which although WIndows or crashes are not down to us, means we are still supporting people as best we can allowing for the prevailing weather. To help all cases is our prime concern.
May we please make a few points so people might understand if (or why) their email is being held up.
1 Mail with impolite or wrong data sent to the wrong address will be delayed. Please make sure mails are complete with data and polite and kept short.
2 Email addresses only. We need an order reference number and as many of the full details if people demand speed with reply to cases requiring information.
3 No real name = no idea. With no information on emails to trace an order and qualify it with an address it means delays.
4 We cannot cut and paste and 'edit out' activations to 'make' them right. Support also means to follow the instructions in the manual and not to edit content before sending to us.
5 We monitor all key requests and user activity. We do not respond to multiple attempts. Please therefore correct any key activation emails and follow the manual carefully.
6 Please do not post the same email demands to every one of our email addresses. This will delay reply and others from being supported.
7 Using all five of our email addresses slows response. It means that we have to answer everyone and that will slow down the response for everyone.
8 Deletion. Attaching files or activations is not allowed. In some cases we may have to delete emails to help keep the flow of support going.
9 Make sure the Paypal payment has been processed. A held payment does not give a link to the product. (A problem payment may take time to resolve before links are sent).
10 Make sure that you do not order a box product if you want a download. A box product does not include a download too.
11 Our prices are being held. We are not going to put them up while people support the price and if supported then we may keep them low.
If any of the above includes you, then please contact us. All we ask is that you be as patient as we will be with you. We really do wish to hear from you and do all we can to help you. We ask everyone to be polite and courteous and to follow instructions and to include order reference numbers and email (and full name, not their SOH AKA) to their email contact with us and we will then be able to respond speedily and as efficiently as we can. As of today we have a blank box with no activation requests. We cannot see any more emails to answer. If anyone is waiting please drop us a line so we can help you. From our POV we have no more to respond to leaving the way clear for new or follow up to be answered. While we have seen the worse conditions with -22.3 in the UK meaning some people have had to sleep in cars overnight being caught in traffic even in the South of the UK but while these are not ideal conditions to run a support system we have prevailed and things are back to normal today.
With regard to the issue of painted aircraft. We are working with Jankees on the issue of wanting to put more aircraft than 32 on one folder entry in Windows. This is still a test area for us so we ask people to be patient and to be kind. This may require some development so we ask people to remember that our time means our work and our efforts and ask everyone to understand that we are doing such work for a project we are supporting willingly. The work on it we are having to provide at no charge. Please be reasonable and fair with comments bearing this in mind.
We assure everyone that we are not a 'fly by night' company. We are not out to cheat anyone. We are not encouraged by the fact that there are people who take it upon themselves to invent stories for their own self-gratification in order to attempt to destroy interests in a good project being built by good people. It is no wonder that we wish to remain anonymous. Please take it from us to ignore lies or posts saying such negative things and to contribute positively to the defence of our work and our hobby by ridding such negativity out and away from our hobby and from us all. We are people passionate about warbirds, like professional people here are too. We have people here with us who have been flying since the war and who have been working in and around aircraft a very long time. We have homes and families and care for what we fly and have as much passion for making the best as we do for looking after those who wish to enjoy the aircraft we work hard to make.
We trust that everyone will understand that while weather conditions may have contributed to a problem that it does not mean we do not care. We are always taking care with patience while we solve issues that may arise. Diligently and responsibly as we can. While that may not be the way people like us to do it or the way they want it and at the speed they may demand in the digital age, it is a way that we have found will result in an empty board of emails with answered customers. We hope that by addressing even as small as number as one or two people we are concerned about among all the many hundreds of people interested in our product should be seen as a good measure of how we intend to run our business for everyone going forward.
We assure you of our best attention at all times.
Warbirdsim Support
www.warbirdsim.com
