NZFF

I posted this exact thing at SOH, but I wanted to make sure that others see it, in case they stumble across this company. One of the major SOH admins is attempting to contact them to get them to change their ways, but I just wanted to let those know here that this company can be "different" in the customer service department:


If a warning statement like this is not allowed, I apologize, and trust that the mods will delete this. (NZFF Note: This statement obviously applies here as well...)


Long story short, after a series of full computer upgrades, and the assumption that I backed up everything I needed, and that I could re-download the payware files I previously purchased (since I keep my receipts/proofs of purchase), it turns out I was wrong.

I used to be the proud owner of the only FSX-native, fully working NAMC YS-11 turboprop, produced by Aerosim. (NZFF Note: I have previously posted a few screenshots of it on this forum.)
Cost..US$35.
Purchased: August 8, 2010.

I've tried the old FS2002/4-era AFG model port, but beyond having visual issues in FSX, the systems and some gauges don't work right. The AFG model is what got me interested in the YS-11 during FS2002/4, and was a great product that got regular usage in its time.
The Aerosim model provided continued YS-11 enjoyment as I started to make the full switch over to FSX.

Here's the product page:
http://www.aerosim.co.jp/eigo/a-product_e/...ys11_fsx_e.html

Despite having a full proof of purchase email, RegNow (the file distributor Aerosim uses) claims that they cannot do anything due to the age of the purchase (apparently less than 2 years ago is a long time).

Upon discovering this, I took the stance that it could be understandable...their database apparently doesn't go back that far, so I contact Aerosim directly.
Their response" "The download link was available only at RegNow. We are not able to help you. Sorry."

Short and not-so-sweet.

So, in order to access a product that I paid for less than 2 years ago, and have the full receipt for, I have to repurchase it in full. I would even understand a $5 "re-activation" fee that some shops do, but a "nope, tough luck" response is not something I was expecting.


Moral of the story....be extra, extra thorough when backing up your payware files, because to some companies, receipts/proofs of purchase mean nothing. Don't assume that all past purchases, regardless of how much documentation you have, will be honored.
I've learned a lesson today about assumptions, and I hope this experience serves as a reminder to those that may be doing a system upgrade in the future.

Thanks for reading.



NZFF Note: SOH thread here... http://www.sim-outhouse.com/sohforums/show...0-Aerosim-YS-11

SeanTK wrote:

QUOTE (SeanTK @ Mar 19 2012,4:06 PM) <{POST_SNAPBACK}>

Moral of the story....be extra, extra thorough when backing up your payware files, because to some companies, receipts/proofs of purchase mean nothing. Don't assume that all past purchases, regardless of how much documentation you have, will be honored.
I've learned a lesson today about assumptions, and I hope this experience serves as a reminder to those that may be doing a system upgrade in the future.

Ummm ... not good! I hope they sort it for you. I wonder whether a lot of the older/smaller FS developers are basically now "ghosts in the machine" - or have been taken over by marketing "droids", the original developers having long since gone.

I've had to re-install FSX a couple of times lately, and I must say my heart is always in my mouth. Luckily, 99% of my purchases have been from the more regular "big boys" and have all installed fine ... so far!

Thanks for the heads up Sean, a shame really as the model actually looks pretty good huh.
I religiously backup my install media for the sim, and the purchase receipts etc, would be a tragedy to lose it all thats for sure, good thing this was only one model for you

Sorry to hear about that Sean, especially when the fs market place is one of the freindliest in the world. Hope you get it sorted.

Looks like a lost cause at this point. One of the SOH people tried to contact them, and has not had a response, and I haven't heard anything further either.

One member over there did point out to me that I apparently lack common sense in not backing all of my FS files up, but with literally everything except for this addon, I have had zero problems. Usually just a case of logging in and re-downloading.
If it's a file that may expire soon and require a fee, I backed it up. If it's something I made, or that I know is no longer available, I backed it up.
Other than that, I knew I could log back into an account or save a proof of purchase key (Flight1) and re-download it with ease.

Also, I had to sift through financial and personal document/files, and the Aerosim addon just got lost in the mix.

As I said, it's likely a lost cause at this point, so I'll have to consider repurchasing it in full sometime in the distant future.

The issue has been sorted through RegNow.
Aerosim also just responded saying that under no circumstances (forgetting to back up, computer explosion, house fire, etc) do they provide back up copies, but it looks like RegNow was able to ignore that odd sort of customer service practice.