Order history gone, ticket 19030, no response since january 26 2013

Hello,

I created a ticket about my order/payment history not displaying my previous purchases anymore, ticket #19030. I'm not sure if this is an error or something that is part of the store system. I created the ticket on january 26 2013, requested an update on february 28 2013, but without any luck. And yet again a month has passed without any replies whatsoever.

Can someone from support have a look at my ticket please? I'm waiting for 2 months now....

Thanks :)

Sorry to hear that.

 

We will check this and come back to you.

Thanks!

Hi manne,

I cannot get a look inside the actual account until tomorrow, but this post might have the solution for you: http://forums.eagle.ru/showthread.php?t=57556

So specifically:

FC2 purchase will only be visible on the lockon.co.uk website, not the digitalcombatsimulator.com website.

Black Shark 1 purchase might not be visible on Purchase History due to age, in this case it will remain on the download page for the product.

If accounts were not possible to merge when LO and DCS site databases were merged, it is possible the products are in an account with the digit 1 added. This happened in cases where two accounts shared login name but (for example) did not share e-mail or were otherwise different in some way; they would then not be merged to ensure no-one had their acount merged with someone else.

Yeah, I had a look at it yesterday. Didn't find black shark 1 at first but found it now at the older versions category. But it's missing the serial number, it just shows a page like all the other module download pages when you haven't purchased them. I'm not sure what I have bought in the last few years, but black shark 1 was definitely one of them :) logging in with a 1 added to my account name doesnt work.

Turns out there exists some kind of zoog1 account, but I simply can't login using my normal password nor does the retreive/reset password tool work (not receiving any email).

I've updated my ticket, will wait to see how the user/password combo can be fixed..

I'm someone who treats others, especially customer support, with the utmost respect (I have worked on customer desks for a few years myself). But really, who are we kidding here?

After the initial 2 months of waiting, and finally the first reply 2 weeks ago because I posted here about the lack of response, yet another 2 weeks have passed without any response. I'm truly baffled about this situation and how Eagle Dynamics is handling the current disasterous customer support situation (read: not handling the situation AT ALL). How it is possible this business practice continues is beyond all comprehension.

Seriously, if the CEO of Eagle Dynamics has any respect for it's customers who are providing the company with income, he would come in here to all these threads about support issues, and reply to all of them in person, apologize for the situation and offer short- and long term solutions for these issues. But I don't expect that to happen anytime soon.

As for my future purchases for the DCS series: in what way will Eagle Dynamics be influencing support requests or other services of 3rd party modules like Belsimtek's Huey? Is this done and organized by the author of the module, or is this handled by Eagle Dynamics as well? I'm really looking forward to the Huey module, but as for the current situation I don't want to have anything to do with Eagle Dynamics administration wise. Maybe only for providing the download (assuming it will actually be available on my account when I buy or want to install it later in the first place :mad:). Is someone able to explain this relation with 3rd party modules and Eagle Dynamics role in this process? That would be great.

EDIT: oh, and btw, who is the CEO of Eagle Dynamics? Is there a way to contact him directly by email? I will (politely) give him a piece of my mind. If anyone has a direct email address, please be so kind to PM it to me. In the end he is responsible for how the business is run, so he should be made aware of the issues plaguing his support department. UPDATE: I found an email, I will try that one.

But it's missing the serial number, it just shows a page like all the other module download pages when you haven't purchased them. I'm not sure what I have bought in the last few years, but black shark 1 was definitely one of them :) logging in with a 1 added to my account name doesnt work.

It only shows youre serial when you logged in and the last is youre problem. So that can`t work. Have you tried to contact JimMack? It´s not understandable that no one want/can (to) help.

Eagle Dynamics merged accounts in their back end (or something along those lines) and my original account does not contain black shark any more. Eagle Dynamics created a second account (without informing me about it) which is originalusername1. I cannot login on this account (my normal account password does not work), nor can I reset or request a new password (I tried several times). I do not get any answer however as to how get access to the account Eagle Dynamics created when merging. I even had to find out after 60 days they actually created a second account, so they never even informed about this whatsoever. I learned about this so called account merge or migration through the support forums actually (not by mail to customers for example).

Just to add to the confusion, I use the same email address for DCS.com as lockon.co.uk, so why my account was split in the first place is unclear. My flaming cliffs order confirmation with download link to lockon.co.uk is in the same mailbox as my order confirmations for DCS.com modules.... I did not use two different mail addresses to begin with (as far as I can see).

It has been resolved. Support eventually merged my "account" and "account1", so now I can login with my usual credentials "account" and I have access to my order history.

Thanks!