No email after purchase

[mattpenfold]

I ordered AACW through the AGEOD yesterday. I have not received an email with the download details and serial number as I was told to expect. There is no sign of any such email being rejected by my mail server nor in my spam email folders.

I have sent an email to tech support, but have heard nothing.

What do I have to do to get what I paid for ?

[Lafrite]

Hello,

Best option is to send a mail to support@ageod.com with the detail of your purchase.

[mattpenfold]

Thanks for that suggestion.

I tried emailing, but no one has bothered to reply.

I am running out of options that will not involve getting UK Trading standards involved to investigate.

[PhilThib]

The email support address is probably full now, as we had been victim last week of mail bombing attack

Nevertheless, the strange thing is that, when you order a product on our website, you automatically receive the email with invoice and serial number. If you have not received any email (besides email being viewed as spam), there are only two reasons

1 - wrong email

2 - order not processed. This case is most frequent, because in means your payment has not been accepted (or, if using PayPal, your account is not certified). Can you check if the order has been processed?

In all cases, send me here in PM your full name and coordinates (including mail you used for oerdering) so I can investigate if your order has been duly registered and processed.

[mattpenfold]

I have cancelled the order and started a dispute resolution procedure with Paypal.

I am also referring you to Trading Standards.

Sorry, but your customer service team let you down badly.

[Pocus]

If I'm not mistaken you bought the game this very Sunday? It is not unusual for people to not work 7/7 in several European Countries.

[mattpenfold]

You are indeed mistaken.

I ordered the game on Saturday. You took my money quick enough, and yet you could not be bothered to provide me with what I paid for. That is not acceptable.

You cannot even get the basic facts right. I am distinctly unimpressed with you personally, telling lies is a good idea when it comes to customer service, and your company. I guess saying sorry would be too much to expect.

[PhilThib]

Well, in order to check what has happen and where the problem lies, could you please proceed as requested, i.e. supply the information that will enable us to trace your order. Thanks in advance.

[mattpenfold]

There is no point. The order has been cancelled.

[caranorn]

You are indeed mistaken.

I ordered the game on Saturday. You took my money quick enough, and yet you could not be bothered to provide me with what I paid for. That is not acceptable.

You cannot even get the basic facts right. I am distinctly unimpressed with you personally, telling lies is a good idea when it comes to customer service, and your company. I guess saying sorry would be too much to expect.

Who told a lie (aka lied) here? Without your order information it's impossible for either of the Phils' to check what went wrong and as PhilThib said the support mail seems to be full due to an attack so they did not get your info that way...

Your attitude really won't help you get anything done, not here, not at Paypal nor at Trading Standards...

[mattpenfold]

Who told a lie (aka lied) here?

Pocus told a lie. A lie being a statement known to be untrue.

In my original post I said:

I ordered AACW through the AGEOD yesterday.

The post was made on Sunday. Therefore to claim the order was made on Sunday cannot be true. Since Pocus will have read the original post he made a statement he/she knew to be untrue. Thus he/she lied.

I must confess to being baffled by your attitude. I pay for a product, do not get what I paid for and when I try to get that rectified, politely, I get ignored. I then get someone claiming to work for AGEOD lying about when I made the order.

Look, AGEOD screwed up. Fine, that happen. What is not acceptable is ignoring the fact. Blaming a full email system is pathetic. If AGEOD cannot run a secure email server they should be in business. It is admission of incompetence on their part.

Now stop being a concern troll.

[caranorn]

Pocus told a lie. A lie being a statement known to be untrue.

In my original post I said:



The post was made on Sunday. Therefore to claim the order was made on Sunday cannot be true. Since Pocus will have read the original post he made a statement he/she knew to be untrue. Thus he/she lied.

I must confess to being baffled by your attitude. I pay for a product, do not get what I paid for and when I try to get that rectified, politely, I get ignored. I then get someone claiming to work for AGEOD lying about when I made the order.

Look, AGEOD screwed up. Fine, that happen. What is not acceptable is ignoring the fact. Blaming a full email system is pathetic. If AGEOD cannot run a secure email server they should be in business. It is admission of incompetence on their part.

Now stop being a concern troll.

Pocus (Phillipe Malacher, ageod's lead programmer) apparently made a mistake. Mistakes happen...

In any case, both saturday and sunday are not standard work days in France so it's quite reasonable to assume no one was available to look after this problem right away. A few hours ago then, PhilThib (Phillipe Thibaut, ageod's lead game designer and president) offered to look into the matter. If he has your order data he can get this matter settled easily and quickly...

Email servers get attacked all the time, apparently this happened to ageod recently, if therefore they should not be in business so should the American White House, the General secretariat of the United Nations and any number of previous victims of such attacks...

Try and be more polite and assume good faith of others. The two Phils and ageod in general are not out to con you or anything...

[mattpenfold]

Pocus (Phillipe Malacher, ageod's lead programmer) apparently made a mistake. Mistakes happen...

He would seem to be a good programmer, but maybe not the person to deal with customers. It cannot have been a mistake, unless he has problems with reading. He lied.

<blockquote>In any case, both saturday and sunday are not standard work days in France so it's quite reasonable to assume no one was available to look after this problem right away. A few hours ago then, PhilThib (Phillipe Thibaut, ageod's lead game designer and president) offered to look into the matter. If he has your order data he can get this matter settled easily and quickly...</blockquote>

I do not care. If they cannot provide 24 hour support for ordering problems they should say so, and prevent people purchasing when the cannot provide the support they should.

Any decent decent customer service manager will be monitoring what happens at weekends anyway. That no one bothered to do so speaks volumes about the lack of professional customer service within AGEOD.

<blockquote>Email servers get attacked all the time, apparently this happened to ageod recently, if therefore they should not be in business so should the American White House, the General secretariat of the United Nations and any number of previous victims of such attacks...</blockquote>

Properly managed emails servers can withstand such attacks.

<blockquote>Try and be more polite and assume good faith of others. The two Phils and ageod in general are not out to con you or anything... </blockquote>

I tried being polite. I was ignored. It was only after 2 days had passed, and three emails had been sent that I became more vocal. As for then being out to con me, that will be determined by the appropriate authorities. Since I have not yet been refund the purchase price, despite my making it clear I wanted on, I am not so sure. Honest people would have given me my money back by now.

I initially assumed it was a cock-up by AGEOD. Their lack of response, and the lack of refund has made me reconsider.

As for you accusing me of being impolite, first I do not care what you think. Second, I consider it rude to ignore emails, and to fail to pay what is owed. You clearly have far lower standards than me.

[Sarkus]

He would seem to be a good programmer, but maybe not the person to deal with customers. It cannot have been a mistake, unless he has problems with reading. He lied.

<blockquote>In any case, both saturday and sunday are not standard work days in France so it's quite reasonable to assume no one was available to look after this problem right away. A few hours ago then, PhilThib (Phillipe Thibaut, ageod's lead game designer and president) offered to look into the matter. If he has your order data he can get this matter settled easily and quickly...</blockquote>

I do not care. If they cannot provide 24 hour support for ordering problems they should say so, and prevent people purchasing when the cannot provide the support they should.

Any decent decent customer service manager will be monitoring what happens at weekends anyway. That no one bothered to do so speaks volumes about the lack of professional customer service within AGEOD.

<blockquote>Email servers get attacked all the time, apparently this happened to ageod recently, if therefore they should not be in business so should the American White House, the General secretariat of the United Nations and any number of previous victims of such attacks...</blockquote>

Properly managed emails servers can withstand such attacks.

<blockquote>Try and be more polite and assume good faith of others. The two Phils and ageod in general are not out to con you or anything... </blockquote>

I tried being polite. I was ignored. It was only after 2 days had passed, and three emails had been sent that I became more vocal. As for then being out to con me, that will be determined by the appropriate authorities. Since I have not yet been refund the purchase price, despite my making it clear I wanted on, I am not so sure. Honest people would have given me my money back by now.

I initially assumed it was a cock-up by AGEOD. Their lack of response, and the lack of refund has made me reconsider.

As for you accusing me of being impolite, first I do not care what you think. Second, I consider it rude to ignore emails, and to fail to pay what is owed. You clearly have far lower standards than me.

Have you PM'd them, as requested, with the information they have politely requested? As they noted above, their support email system is apparently broken at the moment. Whether that is acceptable or not is an aside, because it would indicate that the only way they can help you right now is if you provide the information they need to find your order in the system. I'm sure they will be happy to refund your money, but they can't figure out how to do that by your forum profile alone.

And honestly, I'd be surprised if the "appropriate authorities" do anything. I realize that we live in a world of near instant gratification, but the UK Trading standards office isn't going to "bring down the hammer of justice!" because you didn't get a satisfactory response in 24 hours time.

[Gray_Lensman]

Have you PM'd them, as requested, with the information they have politely requested? As they noted above, their support email system is apparently broken at the moment. Whether that is acceptable or not is an aside, because it would indicate that the only way they can help you right now is if you provide the information they need to find your order in the system. I'm sure they will be happy to refund your money, but they can't figure out how to do that by your forum profile alone.

And honestly, I'd be surprised if the "appropriate authorities" do anything. I realize that we live in a world of near instant gratification, but the UK Trading standards office isn't going to "bring down the hammer of justice!" because you didn't get a satisfactory response in 24 hours time.

Couldn't have stated it better myself.

[Hobbes]

Matt, you won't find many companies that give a better service to their customers than AGEOD. It can be frustrating when you encounter problems like this - but they are certainly not trying to rip you off and if you had given them a couple of days it would have been sorted out.

Chris

[PhilThib]

An enquiry has been launched with Nexway, our download provider / administrator. Looks like the whole issue is linked to an email problem... will probably know better tomorrow morning (FYI, our partner staff does not work at night either, even if it sometimes happens to me )

[Pocus]

I did not lie in any way. Perhaps I have been fooled by how the forum count the date. For example here in France, at this very moment, Tuesday 10:15, your original post is tagged has being 'one day old'.

When I posted Monday, your original post was already tagged 'one day old'. This makes Sunday for me.

So thats explain the reason why I inferred you bought the game on Sunday. Now I believe you when you say you bought the game on Saturday, as going to the support line I see that your first mail, with a date of 'Sunday, 13:34', indicates you bought the game 'yesterday', so that would make indeed a buy on Saturday.

You contacted the support line Sunday at 13:34, and then another time on Monday, threatening to send the police upon us if you are not refunded within one hour. I won't describe this behavior as 'trying to be polite & was ignored', at least not with my mileage (you certainly don't believe that the Support Lines of major game companies will answer within 24h if you send a mail on Sunday? I have been lucky to be contacted by them within one week myself, for the games I bought).
[color=Black]
Hopefully you'll get refunded soon, so you can move to others matters, and us too.

[/color]

[mattpenfold]

<blockquote>I did not lie in any way. Perhaps I have been fooled by how the forum count the date. For example here in France, at this very moment, Tuesday 10:15, your original post is tagged has being 'one day old'. </blockquote>

Nope, you lied. It does you no credit you refuse to admit it.

The original post clearly says that I bought the game "yesterday". Since the post was made on Sunday that can only mean(despite your dishonest claims to the contrary) that I bought the game Saturday.

You read the original post, so you knew that. Why pretend otherwise ?

Still as long as I am refunded I will let the matter rest. An apology for both your failure to deliver what I paid for, and for your lies would have been nice. Clearly you too arrogant to be able to do that.

Oh, and Hobbes, they were given a couple of days. AGEOD did nothing. Nexway did nothing. I call that treating your customers with contempt. And if you think AGEOD provide good customer service you clearly have very low standards.

[soundoff]

(sighs)

Its the world we live in. So little time to smell the roses or watch the clouds roll by

Am I the only one of an opinion that it were better if this thread was officially closed as at least one individuals mind sadly appears to be

With disrespect intended to no one.

[PhilThib]

Nexway informed me that the necessary for reimbursement shall be done in a matter of hours, provided they get the answer they required by mail.
On our side here, we have never received the information that we requested to be posted in a PM, despite a quite clear initial statement. So no way to help either.
Anyway, matter is about to be solved. Threat closed