From: Vermont, USA
Ok folks, first of all let me address a few things...
1. As far as I know, we've worked with each of you to resolve your issues or if they were not resolvable, given a reason why. If any of you are still experiencing issues, drop us a line at firstname.lastname@example.org and also email@example.com. I reply to all e-mails I receive, if you have not received a reply, 99% of the time it means the e-mail did not arrive. Once in a while I overlook one or my spam filter catches it.
2. The vast majority of orders are going through without any issues whatsoever. I know it's no fun to be the exception, but unfortunately you guys are the exception. I've been concerned that there might have been some new overly strict fraud policy put in place by DR to cause these issues or that the incidence of ordering issues was increasing. In fact, according to their statistics, it's as low as ever. We've heard over and over from folks that our store is one of the easiest to deal with - I realize this is not the case as far as your orders go, but I hope it will be that way for you in the future as well.
3. In the case of Eastern, I first became aware of the problem yesterday (a Saturday). DR and I worked to resolve it over the weekend. I'm still working on it now, but it appears to boil down to the billing address as entered not matching that provided back by the customer's bank. That's out of our control, unfortunately - but I hope you appreciate that you didn't have to wait until Monday for some attention. In the case of Robot, I think it took a couple of days to resolve and at the end you told me you were "very happy" with our support. To be clear, you didn't pay $10 extra to play it right away - the $10 extra is for the physical copy, the download only option is actually cheaper and the problem actually came down to a serial number issue which we resolved as soon as we possibly could.
Finally, this is not an official support forum and it would also be a mistake to draw conclusions based on posts here. There are many, many, many orders that go through every day without a single problem or issue. While we are concerned to solve any and all issues that come up and want EVERY ONE of our customers to have a completely problem-free ordering experience, please realize that there is no actual statistical increase in problems that we can discern and each of you seem to be experiencing a different specific issue with the store.
< Message edited by Erik Rutins -- 11/18/2007 10:51:50 PM >