Paul Golding Posted June 27, 2014 Share Posted June 27, 2014 I think when we experience good or bad customer service that it should be shared, and I'm sure we're all aware of some of the less than helpful providers of FS products. So here's what happened to me last night. It started with me sending this email to Flightsimstore customer service via their website; "Hi guys, this is a bit embarrassing, but last night I ordered some ORBX stuff under order FSSxxxxxxx and it included Stapleford Abbotts. That's not embarrassing in itself, it's just that I've already got the bloody thing on DVD! Buying FS stuff after drinking wine leads to this kind of thing I suppose, but I was wondering if there's some way of removing it from the above order and letting me get something else, like maybe Shoreham?I know it's my fault, but if anything could be done, that'd be handy.Cheers." I then followed up their auto reply email with a photo of the bookshelf containing the DVD and this morning I found the following email had arrived; "hahahaha that’s awesome.. I have updated your order mate Enjoy! and the Red wine too! If you want the triple installer for those ORBX products that you do have then you have the option of purchasing a Cross Grade License Cheers" And upon checking my account at FSS, I see that that within some 6 hours of my initial message to them, my order now contains Shoreham instead of Stapleford. I just thought it worth sharing. The funny thing is, not only that I've had the Stapleford DVD for over a year and never installed it, but that I was actually looking for the CRM DVD to re-install on to my new PC (now almost a year old!) and thinking maybe as the sale is on, I might get Jackson and Yellowstone West to go with it. Well bugger me, not only do I find I've already got Stapleford, but neatly stacked below it was both Jackson and Yellowstone West too...........and they've never been installed either! Link to comment Share on other sites More sharing options...
Stillwater Posted June 27, 2014 Share Posted June 27, 2014 Great story! Enjoy your red, and the new and newly discovered sceneries (Jackson is one of my favourites...)! Link to comment Share on other sites More sharing options...
AnkH Posted June 27, 2014 Share Posted June 27, 2014 The most hilarious reply of a support guy I have ever read. Really nice, thanks for sharing! Link to comment Share on other sites More sharing options...
Matthew Kane Posted June 27, 2014 Share Posted June 27, 2014 Nice one Link to comment Share on other sites More sharing options...
Roger Dodger Posted June 27, 2014 Share Posted June 27, 2014 Terrific story and great response from FSS support :) Roger Link to comment Share on other sites More sharing options...
Taph Posted June 27, 2014 Share Posted June 27, 2014 :D I think you need to change to white Link to comment Share on other sites More sharing options...
BigThie Posted June 27, 2014 Share Posted June 27, 2014 I have had a similar experience where I managed to let a buying session time out and ended up paying twice. They responded within an hour and sorted everything with no fuss. Great service! Link to comment Share on other sites More sharing options...
Ripcord Posted June 27, 2014 Share Posted June 27, 2014 I had a similar self-inflicted screw-up on one of the FTX Regions. Bought Ireland again when I meant to get NIR. Adrian got me sorted right away. Didn't offer me any wine though, but I was still quite impressed. It was me who should have been sending a bottle to him, for sure. Link to comment Share on other sites More sharing options...
binarkansas Posted June 27, 2014 Share Posted June 27, 2014 A very good story. Reminds me of a bad habit I have of buying the same paperback novel more than once..........before the kindle of course! Link to comment Share on other sites More sharing options...
Mark Abdey Posted June 27, 2014 Share Posted June 27, 2014 Nice!... see what drinking can lead too RealAir once gave me better support that I imagined, when I managed to buy and download the FS9 version of their Citabria, Decathlon and Scout package, rather than the FSX version [no drink involved honest ] I send a support email and within half an hour received a phone call from the developer Rob Young who sorted me out with the FSX version... I hoped they would help, but I certainly did not expect a phone call Link to comment Share on other sites More sharing options...
aknott01 Posted June 27, 2014 Share Posted June 27, 2014 I've only had to contact FSS once, regarding an incomplete address I had entered for a DVD shipment....I think the issue was resolved inside of 5 minutes...if I could only get people I work with to respond so quickly! Link to comment Share on other sites More sharing options...
John Venema Posted June 27, 2014 Share Posted June 27, 2014 It's nice to see FSS get some good press; Adrian has hired three full-time staff in the past year and FSS is growing as fast as Orbx is, so I promise you that they are working very hard behind the scenes to win over happy customers. Thanks for this post, I am sure Adrian and the team appreciate this feedback! Link to comment Share on other sites More sharing options...
Scott Harmes Posted June 27, 2014 Share Posted June 27, 2014 Great story, and it's good to hear about the good service. I've always found them very helpful too. I've also bought things (usually aviation magazines) when I already own them too, and I'm sure we're not the only ones, so don't be too embarrassed. Cheers, Link to comment Share on other sites More sharing options...
paddler Posted June 27, 2014 Share Posted June 27, 2014 It's nice to see FSS get some good press; Adrian has hired three full-time staff in the past year and FSS is growing as fast as Orbx is, so I promise you that they are working very hard behind the scenes to win over happy customers. Thanks for this post, I am sure Adrian and the team appreciate this feedback! I have had nothing but fast, courteous and professional service from FSS, my supplier of choice. Nice to hear that they are successful and growing. Well done Adrian.Well deserved success! Link to comment Share on other sites More sharing options...
Adrian Lehmann (FSS) Posted June 28, 2014 Share Posted June 28, 2014 Thanks to all you guys who've given some great feedback there. Andres who is my full time sales support and customer service officer has been doing a great job for us and he'll be pleased to see his work being noticed by the fine Orbx customer base. Thanks again Link to comment Share on other sites More sharing options...
ChaoticBeauty Posted June 28, 2014 Share Posted June 28, 2014 Would like to thank Andres as well. Before making my final order, a previous order was stopped halfway and it was stuck in my order history. After contacting support, he promptly deleted it. Link to comment Share on other sites More sharing options...
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