Unhappy with your Real NZ sub?...

[Bingobob]

I have a question to ask before this thread goes off topic.

How many of you who have expressed support to to the Real NZ sceneries actually pre purchased then entire 5 discs series from issue one? I dont mean purchased a scenery and buy each time its released or purchased the sub after seeing disc 2,3 or 4 I mean have waited since disc 1?

So the question is who purchased a Real NZ sub before or shortly after the initial release of Auckland City? Answer this question and then maybe you can see the frustration of the anonymous complainers.

[Charl]

I did for one, in fact I subscribed to the Godzone series before that.
I have always been delighted when a new scenery pops up, because I have absolutely no time expectation.
These things take time to do properly, and I'd much rather wait a little for the standard of product we've been getting, than have to wait for SP2 before the thing works at all.

[toprob]

I have a question to ask before this thread goes off topic.

How many of you who have expressed support to to the Real NZ sceneries actually pre purchased then entire 5 discs series from issue one?  I dont mean purchased a scenery and buy each time its released or purchased the sub after seeing disc 2,3 or 4 I mean have waited since disc 1?

So the question is who purchased a Real NZ sub before or shortly after the initial release of Auckland City?  Answer this question and then maybe you can see the frustration of the anonymous complainers.

A very good question. There were in fact 20 subscriptions purchased 'sight unseen', but I would estimate that 90% of them were previously subscribed to old Godzone.
I wonder how many of those who are unhappy with the subscription fall into that category?
The original Godzone series was produced as a disc-based magazine, and therefore released on a three month schedule. Therefore those original subscribers who re-subscribed may have had expectations based on the magazine subscription system. If so, this was not my intention, and although I am sure I made this pretty clear at the time, the vagaries of the web mean that not everyone may have been aware of the difference between the magazine subscription and the scenery subscription.
If is possible that some people made assumptions without fully comprehending the intention of the scenery subscription.
That's why I altered the terms of the subscription to allow for a refund for those who were not prepared to wait. (The original terms allowed for cancellation, but any refund was based on the full retail price of any owned scenery.)
I should point out that no-one has ever cancelled their subscription.
So what is the solution? I could do with some suggestions here, as I think that I don't FULLY comprehend the problem.

[ZK-LGD]

I suspect frustration may have arisen because of the generally accepted meaning of the word "subscription" which denotes "advance payment for consecutive issues of an item over a specified period of time".

Of course, subscription can also mean an advance order for a new product, or the sale of items prior to publishing (and here there is no reference to any timeframe), but these are generally lesser well known meanings.

[Christian]

Hi Robin

Can't offer much advice as I don't understand the problem either, to be honest. I think your subscription terms were very clear, and it's not like you took the cash and don't deliver.

How many people are actually complaining? You simply can't make everybody happy and it's expected that about 1-2% of customers are completely unreasonable. If this only affects 2% of your subscribers, I'd simply offer a refund and move on. 2% of unhappy customers is an excellent quota. The point that no one took you up on your refund offer as yet demonstrates that even the ones complaining can't be too unhappy. Unfortunately, you get the people who aren't unhappy enough to take a refund, and when pressed admit they actually like the scenery so much they don't want to give it up, but at the same time vent their dissatisfaction very vocally in public forums. I wouldn't worry too much over it. Instead try to get more testemonials from all the happy customers you have and concentrate your efforts into marketing and brand building.

That would be my advice.

Cheers,
Christian

[Bingobob]

I think I have had my question answered by Robin. The fact that you had 20 subscribers who subscribed to a product unseen would speak for the fact that those 20 customers most likely purchased you previuos godzone material. It is highly likely that the anonomous complainers are not any of those subscribers and just someone causing a bit of mischief, possibly someone who is frustrated at the delay of the final release because of FSX.
As I understand it you originally promissed if thats the word to release 5 discs over a 12 month period for FS9? If thats so then delaying the fifth release for FSX could be the cause of the frustration?
Rather than offering a refund on the final release would it not be possible to release the FS9 version and a downloadable update to FSX for those who have FSX at a later date? Considering that you probably will be releasing a patch for the other REAL NZ discs?

[Airtrainer]

Well I got my Sub on the 8th Jan '06. Not sure where that fits in the timeline, but I'm happy waiting as I know the product delivered will be a good quality product.

[ardypilot]

I say, why doesn't the anonymous complainer just come forward, say what they really want to see as a resolution to their complaint, and put an end to all the guessing that is going on.

Myself, and many others here have already determined that we are more than happy to wait for Robins work, so why is there all this speculation if you don't actually have a problem?

[toprob]

Rather than offering a refund on the final release would it not be possible to release the FS9 version and a downloadable update to FSX for those who have FSX at a later date? Considering that you probably will be releasing a patch for the other REAL NZ discs?

This is something I'd love to do, but it really comes down to the file size. Many of my customers don't really have the bandwidth to download large files, which is why they prefer the CDs. Not much of 'Marlborough' is shared between the FS9 and FSX versions, each one is pretty large on its own. I will see how small I can make a download though, and if it is workable I may be able to organise something.

[kimz28]

I'm sure I was one of the first 20 subscribers who subscribed to this product unseen and did this based on early screenshots I saw of RealAuckland, after checking out Robs website and found this was going to be a ongoing scenery package I was eager to place my subscription to ensure I got these brillant scenery packages as they came out, I had heard of the Godzone package, but the areas that had been done didn't apeal to me due to I spent more time flying in other countries, I had all the NZ freeware stuff, as soon as I got the RealNZ Auckland scenery I had to get the 20m mesh and topo as well, I now spend 90% of my sim time around NZ, we have a brillant scenery base here with RealNZ and with the likes of GNZLAP and other guys doing NZ products we are so spoilt for choice....anyway better get back to work.

[G-HEVN]

I bought the Auckland CD standalone when it came out, and then when the next CD arrived, bought a subscription "for the rest". I'd also previously purchased the Godzone CDs.

[Bingobob]

Rather than offering a refund on the final release would it not be possible to release the FS9 version and a downloadable update to FSX for those who have FSX at a later date?  Considering that you probably will be releasing a patch for the other REAL NZ discs?

This is something I'd love to do, but it really comes down to the file size. Many of my customers don't really have the bandwidth to download large files, which is why they prefer the CDs. Not much of 'Marlborough' is shared between the FS9 and FSX versions, each one is pretty large on its own. I will see how small I can make a download though, and if it is workable I may be able to organise something.

Thank you for your response Robin I am sure that helps in calming some of the aledged fears of some. It does speak volumes that no one has asked for a refund even if they dont have a paypal account.
Like I said I dont think it was one of your genuine subscribers who caused this problem but someone with a grudge who thinks they can do better than you. Your work is overly outstanding with some niggles I am sure your aware of? but thats 99% in the freeware you have offered as tasters.
Due to the transition to FSX I am waiting a bit longer before I myself purchase your scenery I need to get FSX first and be sure that any FS9 addons purchased now work in FSX.

[Bingobob]

I was a bit disturbed by your latest update on your website Robin. Are we to understand that the release of Marlborough is not going to be until after the release of the FSX update from Microsoft which no one is actually sure on that release date?

[toprob]

I was a bit disturbed by your latest update on your website Robin. Are we to understand that the release of Marlborough is not going to be until after the release of the FSX update from Microsoft which no one is actually sure on that release date?

No, it simply means that SP1 will be required for the FSX version.
Rather than wait for SP1, I'm going ahead with completing Marlborough, but those with FSX may have to wait for SP1 if it hasn't shown up when Marlborough is completed.
This has been another issue to deal with, I admit. As many will know I am a FSX beta tester, and have access to SP1 beta, but a couple of scenery issues are yet to be finalised with SP1.
It is certainly the reason for the delay in existing scenery updates. Although I am unable to comment on SP1 specifics, I can say that from my beta experiences I'd be mad to go full steam ahead on updates until I know what's been fixed -- and what's been broken.