Open letter to the CEO of Eagle Dynamics

[manne]

I'm trying to get in contact with the CEO of Eagle Dynamics. I have found an (old?) general email address of Eagle Dynamics on a 3rd party website (main@eagle.ru). I have no idea if my e-mail will actually be read or forwarded to the CEO. To be sure there won't be any unecessary delays, I post the e-mail here as well, hoping that one of the moderators or ED testers are able to forward the link and/or update the CEO about this so he hopefully can address the issues raised in my e-mail.

 

 

To the CEO of Eagle Dynamics

 

Hello,

 

I want to express my concern about the lack of customer support from Eagle Dynamics. I will illustrate this issue with my current case, but there are countless of other people currently in similar situations.

 

- 26 january: I created a ticket about my order/payment history not displaying my previous purchases anymore and no access to previous serial numbers.

- 28 february: I requested an update/response on the ticket, but without any luck.

- 26 march: I created a thread on the forums expressing concern that my ticket has not been looked at for over 60 days.

- A moderator makes sure that somebody looks at my ticket. I get an reply but without sufficient information so the ticket is not resolved.

- 9 april: I'm yet again waiting for a response for 2 weeks now...

 

So over 70 days I'm waiting for a simple support request, which is even an issue that has been caused by merging different accounts done by Eagle Dynamics themselves.

 

I'm truly baffled about this situation and how Eagle Dynamics is handling the current disasterous customer support situation. There need to be some serious rethinking about communications to the customers, addressing the issues raised and what things will be changed to prevent these situations in the future. I really would like to hear from an official source that these problems are acknowledged and steps taken to prevent this from happening again. How it is possible this business practice continues is beyond all comprehension.

 

If Eagle Dynamics has any respect for it's customers who are providing the company with income, the CEO would come onto the forums to address 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.

 

Unfortunately the only step I can currently take is to discontinue my support for Eagle Dynamics and not buying any future module until these issues are resolved across the board.

 

And I am not the only one having these issues. Countless people are reporting issues as well, people that are unable to use the product they paid for.

 

Firstly, I sincerly hope there will be a serious and prompt reply to this email, and an explanation how Eagle Dynamics thinks about handling these current issues and future issues.

 

Secondly, I hope the CEO can come to the forums and can explain in person to all these paying customers who are waiting for weeks or months without any response.

 

Because how things are going now, Eagle Dynamics should be ashamed of themselves. Deeply ashamed.

 

Kind regards,

Edited April 9, 2013 by manne

[mbolan]

Support that leads to more sales, income and profits

 

Hi,

 

This reduction in services is a great pity because if Eagle Dynamics were to make it easier for users to understand, acquire and use their simulators then it would be much easier to market and sell their systems.

 

• Understanding requires clear explanations
  
• Acquire means having complete files available that don't take hours or days to download (this doesn't mean big packaging costs, it just means having people with fast connections able to make copies of what would otherwise have to be downloaded
  
• Use means understanding how to hook up the products to various hardware sets, solve technical problems, and have overviews and training about how to operate the sim successfully.
  

These sims would be worth a LOT more with these problems solved. Many people like the idea of being a chopper or fast mover pilot...it's possible to make those ideas come true and to bundle the sims with hardware to create total systems solutions...providing there is adequate support.

 

To grow the market means to expand the appeal of these fine sims to a wider range of customers. That can be done, indeed much of the info is already available...it's just hidden in forums, on other web sites, and in the minds of the gurus.

 

All it takes is to bring it together.

[Sgt_Fresh]

They have no problem taking your credit card number.

 

This undertaking is a roll of the dice. I can see a lot of lucky computer gamers out there running flaming cliffs with no issues

 

Unfortunately I am not one of them.