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Geek Culture / [LOCKED] There are currently 62 enquiries in the queue awaiting replies.

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Scharmers
21
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Joined: 4th Jul 2003
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Posted: 21st Jun 2006 20:57
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"At the moment we are typically replying to enquiries within 48 hours or less."

(Posting here, since it appears that TGC has one part-timer fulfilling orders and answering queries)
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dark coder
22
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Joined: 6th Oct 2002
Location: Japan
Posted: 21st Jun 2006 21:26
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well if you want it to be answered faster you could have atleast posted the question here? now look your just wasting everyones time..

Hallowed are the ori.
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Richard Davey
Retired Moderator
22
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Joined: 30th Apr 2002
Location: On the Jupiter Probe
Posted: 21st Jun 2006 21:38
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62 is nothing considering how many we get per day.

Bite my shiny metal ass
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Scharmers
21
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Joined: 4th Jul 2003
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Posted: 21st Jun 2006 21:43
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The problem is that it isn't a "OMG DARK BASIC SI BORKEN & FIX IT NOW K THX BYE!" message. It's a "where is the software download that I've been charged for, and waited three days for, at?"

Paying customer. You know. Entitlement and all that.
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Richard Davey
Retired Moderator
22
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Joined: 30th Apr 2002
Location: On the Jupiter Probe
Posted: 21st Jun 2006 22:30
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You were emailed on the 19th with a request for further information before the order can be processed. I'm not sure you'd be pleased if I posted here the bank verification results that caused this request to be sent, but I'd suggest you check to see if Hotmail hasn't done something clever with it. Failing that, it can be re-sent.

Bite my shiny metal ass
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Scharmers
21
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Joined: 4th Jul 2003
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Posted: 21st Jun 2006 22:48
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Hotmail ate this request for further information, funny enough.

And, also funny enough, there can't be that much of a problem -- the $27.99 was deducted from my account on 6/19/06, the day I made the order. Maybe I can just do a charge back if there's that much of a problem ordering from you guys.
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Hobgoblin Lord
19
Years of Service
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Joined: 29th Oct 2005
Location: Fall River, MA USA
Posted: 22nd Jun 2006 01:29
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The most I have ever had to wait is about 12 hours to get something, and that is likely do to the fact that when I ordered it was probably about 1 am in the UK.
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Scharmers
21
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Joined: 4th Jul 2003
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Posted: 22nd Jun 2006 05:45
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If any support is reading this: message #6 was a hint. Please either have the download available with 24 hours, or refund the charge made to my account on 6/19/06 within the same time frame. Otherwise, I'll just initiate a MasterCard dispute on the item, which is a pain in the behind for everyone involved. And no, I don't care if the latter precludes me from ever buying from TGC again. With the "care" I've received, I don't think I'll be doing so anyway.

Good job ticking off a guy who's purchased DBC, DBPro, 3DGC, and FPSC.
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BearCDPOLD
21
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Joined: 16th Oct 2003
Location: AZ,USA
Posted: 22nd Jun 2006 06:00
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Rich is support. When ordering Dark Matter 2 I also received a request for more information. I forgot exactly what information, but it was to ensure that I was really who I said I was. As soon as I sent the information I got the download within the same evening. The TGC ordering service does a lot to protect your transaction. A little patience would do you some good.


I'm going to eat you!
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Scharmers
21
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Joined: 4th Jul 2003
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Posted: 22nd Jun 2006 06:41
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It's not neccessarily the patience thing, Bear. I never received a request for more information -- but somehow I've managed to get every other auto communication from TGC and the charging service they've used. In addition my account has been charged. I figured that TGC wanted more info, they'd wait to charge my account -- or authorize their marketplace to charge my account -- until they got it.

So what it boils down to is this:
1. I never received information about this nebulous bank problem I'm supposedly having that Rich hinted about.
2. I've paid for a product and have the receipts and bank statements to show it.
3. I still don't have my download, and TGC isn't exactly falling over themselves trying to correct the situation.

Who knows, maybe whatever serves as an ordering department over at TGC got all flustered that I bought FPSC with a Visa a year ago and now I'm buying something with a Mastercard. Same account fellas, different plastic. Or whatever.
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BearCDPOLD
21
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Joined: 16th Oct 2003
Location: AZ,USA
Posted: 22nd Jun 2006 06:58
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Yes, it is a patience thing Scharmers. You have submitted a support request, and for all you know TGC could have 61 people ordering the same or more than you. Add the TGC support address if you have it to your contacts list to ensure the reply gets through. If you're out $27.99 for a couple hours without the software it's not gonna be the end of the world. Think of it like waiting for something to ship from Amazon, except it takes less than half the time since it's just processing a download.


I'm going to eat you!
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adr
21
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Joined: 21st May 2003
Location: Job Centre
Posted: 22nd Jun 2006 12:04 Edited at: 22nd Jun 2006 12:04
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Scharmers it's obvious that there's been some kind of mis-understanding or technological failing here. I'm sure TGC haven't singled amongst all their orders to piss you off. They say they sent an email, you say you never got it - that situation is perfectly plausable. You'll notice Mr Davey hasn't responded in a couple of days - I reckon that's because he wants his next post to be a happy resolution to the situation, and not:

Quote: "
"Hahahaha ... we're approximately $30 richer! He never saw it coming! Ignoring the horrid exchange rate, we're on our way to being fraudulent millionaires! Mwuahahahaha"
"


As you say though, it is odd to imply that the transaction has been delayed for security reasons, and still debit your account. That strikes me as a little ... off. Odd - but not fraudulent.

Just keep in mind dude, you get more with sugar than you do with crap. If you'd come along and said "there appears to have been some kind of mistake" maybe TGC would've apologised, shipped the software and given you some kind of token gift. You however, have come in and said "Don't make me bust your balls, dammit"; sure fire way to get the bare-minimum of service.

[center]
But you see, I have the will of the warrior. Therefore, the battle is already over. The winner? Me!
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indi
22
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Joined: 26th Aug 2002
Location: Earth, Brisbane, Australia
Posted: 22nd Jun 2006 12:13 Edited at: 22nd Jun 2006 12:15
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Pathetic Scharmers, you could of handled that issue with a lot more tact.

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Lost in Thought
20
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Joined: 4th Feb 2004
Location: U.S.A. : Douglas, Georgia
Posted: 22nd Jun 2006 12:48
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Indeed. You have forgotten 2 very important steps in ordering online.

1)Don't use hotmail (it eats alot of emails)

2)And always use the email support channels instead of forums for such as this.

It is more unprofessional on your part in doing this as it was indeed you who neglected to answer their email on the 19th, which is probably what bumped you off the list. So thats 2-3 days you lost that was your fault. Also alot of times there will be a charge showing on your card that is only pending and not actually processed (taken out by TGC) until it is resolved. Most cards report this as being charged to make it count toward your limit until it is resolved. If you call and talk to them they will tell you which is the case.

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OSX Using Happy Dude
21
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Joined: 21st Aug 2003
Location: At home
Posted: 22nd Jun 2006 14:12 Edited at: 22nd Jun 2006 14:13
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Quote: "I never received information about this nebulous bank problem I'm supposedly having that Rich hinted about.
Hotmail ate this request for further information, funny enough.
"

I can only see Hotmail causing the problem - which means you shouldn't use Hotmail for things like that.

Come to the last Unofficial DBPro Convention (http://convention.logicstudios.net/)
Dont do anything I wouldn't do. But if you do, take pictures.
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Briere
19
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Joined: 28th Feb 2005
Location: Amherst New York, United States
Posted: 22nd Jun 2006 17:49 Edited at: 22nd Jun 2006 17:50
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Most of us are paying customers, and all.
So in that case, 1st come 1st serve.
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Scharmers
21
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Joined: 4th Jul 2003
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Posted: 22nd Jun 2006 20:48
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Quote: "Pathetic Scharmers, you could of handled that issue with a lot more tact."


Actually, a company allowing one of their forum mods to call a paying customer "pathetic" is really what is pathetic.

If I did so to one of my company's customers, I'd expect to be walked out the door. Nice to see the professionalism here runs all the way through the unpaid help as well.
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IanM
Retired Moderator
22
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Joined: 11th Sep 2002
Location: In my moon base
Posted: 22nd Jun 2006 21:39
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In hotmail:
Set your junk email protection to the middle option.
Make sure that you don't have junk email set to auto-delete.
Add 'thegamecreators.com' to your safe senders list.

Then check your junk email box to see if the message is there. If it isn't there, then email Richard Davey and ask him politely to resend the email or to cancel the order.

Basically, stop whining, get up off your butt and do something constructive to sort it out.

For free Plug-ins and source code http://www.matrix1.demon.co.uk
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CattleRustler
Retired Moderator
21
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Joined: 8th Aug 2003
Location: case modding at overclock.net
Posted: 22nd Jun 2006 21:53
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Quote: "Actually, a company allowing one of their forum mods to call a paying customer "pathetic" is really what is pathetic"


No. Indi didn't call YOU pathetic, he called your choice of how to handle the situation pathetic. There is a big difference, it's subtle, but big.

Science, Mathematics, and Physics do not lie - only people do.
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