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No serial number

   
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Chesh74uk
Trainee
Trainee

Pro Member

Joined: Nov 30, 2017
Posts: 5
Posted: Thu Nov 30, 2017 7:26 pm 

Hi,

Purchased XPlane C208 from Simshack, however no serial number provided, the account page just says "pin_not_available".

Have raised several tickets all without any form of response.

Does anyone know how to resolve?

I have to say I will no. longer be using Simshack after this experience.
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RadarMan
Chief Captain
Chief Captain

Pro Member

Joined: Aug 25, 2003
Posts: 19173
Location: U.S.A
Posted: Thu Nov 30, 2017 7:29 pm 

Sorry, errors happen.

Contact
ryan.barclay@flyawaysimulation.com

Or wait for Flyaway to see this post today.

Radar

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Chesh74uk
Trainee
Trainee

Pro Member

Joined: Nov 30, 2017
Posts: 5
Posted: Thu Nov 30, 2017 7:31 pm 

Already contacted Flyaway, they just raised another support ticket.

Carenado also tried to contact Simshack as they said it is the retailer who need to provide the serial.

This is becoming very frustrating....

I'm aware things take time, but to not even acknowledge is poor.
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Flyaway
Site Admin
Site Admin

Pro Member

Joined: Jun 28, 2003
Posts: 1424
Location: UK
Posted: Thu Nov 30, 2017 7:32 pm 

Hi there,

Please expect a response from the Support Ticket System tomorrow - I have forwarded this to Simon who will take care of it. We have been upgrading our system recently and some of the tickets appear "stuck".

Unfortunately, the email address for Ryan Barclay (the one RadarMan supplied) won't be able to help as it all has to be done through the Support Ticket System.
Fly Away Simulation, Flight Sim #1
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Chesh74uk
Trainee
Trainee

Pro Member

Joined: Nov 30, 2017
Posts: 5
Posted: Thu Nov 30, 2017 7:34 pm 

Ok, thanks.

But if you knew the support system was stuck, why did Flyaway previously respond by just submitting another ticket earlier today?

I'll try and wait patiently, thanks for the rapid response.

Fingers crossed.
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Chesh74uk
Trainee
Trainee

Pro Member

Joined: Nov 30, 2017
Posts: 5
Posted: Thu Nov 30, 2017 7:43 pm 

Seems to be sorted now, real shame I had to moan on a (paid) forum to get a response, I've never had to do that before.

Can't fault the response since I did though and thanks.

If you had simply said there is a weeks delay in responding I wouldn't have had a problem, it's the total lack of response to emails, support tickets and tweets that was annoying.
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Flyaway
Site Admin
Site Admin

Pro Member

Joined: Jun 28, 2003
Posts: 1424
Location: UK
Posted: Thu Nov 30, 2017 7:44 pm 

I have escalated this to Simon who has confirmed that he had now provided the serial number along with a full refund of the order.

We are sorry for the inconvenience caused - the serial number issue was an error on our part.
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Flyaway
Site Admin
Site Admin

Pro Member

Joined: Jun 28, 2003
Posts: 1424
Location: UK
Posted: Thu Nov 30, 2017 7:46 pm 

There is not usually a delay in responding - we get back to customers within 24 hours but we have recently upgraded our support system and some of the tickets were not showing after the upgrade. We seem to have fixed this now so going forward should not be an issue.

Sorry for this situation.
Fly Away Simulation, Flight Sim #1
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Chesh74uk
Trainee
Trainee

Pro Member

Joined: Nov 30, 2017
Posts: 5
Posted: Thu Nov 30, 2017 7:47 pm 

Thanks, I often say its not what's gone wrong thats the problem it's how you fix it.

A very kind gesture of goodwill.
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Flyaway
Site Admin
Site Admin

Pro Member

Joined: Jun 28, 2003
Posts: 1424
Location: UK
Posted: Thu Nov 30, 2017 7:49 pm 

Thank you for the kind words given the situation. I hope you consider using SimShack again.

Many thanks.
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