I am also having major problems with Element 5, I have talked to them and they tell me to try a different credit card. I did and the payments keep not going through. I am so frustrated because I have been purchasing content packs with PayPal many times and never had a problem and then yesterday my payments no longer could go through. Element 5 just kept sending emails to try again. I sent a email to customer service to realillusion, haven't heard anything back yet. The gentleman from element 5 yesterday told me that realillusion would bump me back to him. Not sure how this will be resolved.

Have you followed the advice on the first page of this thread. If all else has failed you can contact sales directly.

                                                                

Peter
Forum Administrator

www.reallusion.com

Sorry to make my first real posting here such a downer. :crying:

element 5 Customer Service has been failing me all day.

1st I tried PayPal, then a Credit card.

I was able to purchase CT5.1 Pro through a 3rd party.
IT appears I cannot purchase Winia in any fashion outside of element 5... At least no place I can find.... Anybody have a suggestion on a site that sells models?

Looking to get up to speed on CT before I attempt to take on iClone....

What is wrong with the service around here? Why is there no phone numbers to this company. Being I made my purchase on the 9th of last month and am yet to get my order 100% filled, I'm trying my best to say this with a smile.



Why does my ticket sit in a data base unanswered for going on 54.5 hours?



Look, I understand there are glitches with IC3. I get that and understand it, and am willing to wait it out with everyone else wile this is fixed. But if I can't get this straightened out by the 9th of this month I will have wasted $450 on the extreme Elements/iclone package. And before my moneys wasted, PayPal will be back charging Reallusion and you can come get the pieces I did get. The reason I'm sounding like a jerk here is I only have 4 days max to get this worked out. My time for being a nice, complacent lil "newbie" is done.

EDIT: Well the squeaky wheel gets the grease. This issue got resolved this morning, 4 days shy of a month from the point of purchase. Thanks (finally) Kelly.

My experience: They are a world champion in cancelling orders. Gold medal to elements 5 in destroying :w00t: businesses
Maybe they have the wrong call center -partner. Those one, who collects bank and card data and no orders.........
Thats no joke, thats reality here in Germany and probably all over the world in those days...................:hehe:

Andi

PS: Meine Erfahrungen mit der Einarbeitung in iClone in deutscher Sprache in meinem Blog.

Hi Jackie.
The way it was explained to me by the Credit Card company, the order was approved after Element5 checked to see if the money was available. So it looked like they recevied the money but none was taken. Elements5 contacted me that all orders have been canceled so the money is no longer available....confusing but settled.
I will contact you shortly with order info.
Thanks
Wayne

Thanks Jo,
Been there done that....found the glitch ( with help from Reallusion ) and should be cloning soon.
Wayne

Hi Wayne

Would you please check the customer service thread again?

I've got informed by Element5, none of your previous orders have been processed successfully so there were no charges being made.

How to make the orders?

As suggested earlier, Reallusion is ready to take the order directly or you may try contact E5 US directly to complete the purchase.

Customer Service USA
Phone: +1 952 646-5022 (for calls from outside the U.S.)
or +1 800 406 4966 (for calls from inside the U.S.)

Customer Service USA
Phone: +1 952 646-5022 (for calls from outside the U.S.) or +1 800 406 4966 (for calls from inside the U.S.)

Please confirm again with our payment option.

Thanks
Jackie

Reallusion Sales Team

Hi Wayne
Have you tried going here:
https://cp.element5.com/esales/cp/login/index.html?sessionid=1009430527&random=c2c3b9284299d180088ce1edfd35f954

that is what I had to do. You can get all your order history and download links there. Just a thought.

Jo

To whom it may concern.
Quote from my previous post
---------------------------------------------------------------------
My problem has yet to be resolved.
I like everyone else waited for the delayed release but while waiting decided to go for the update for Crazy Talk, figured ...hey it would give be something to do till the new iClone was available.
After several attempts it finally went through, but no e mail download link, just e mails that Credit Card was Denied. Checked with credit card company and a payment was made to element5.com for $ 89.60 . Hmmm
No Crazy Talk no Refund.
Went ahead and tried to order Power Bundle Pack III Pro anyway similar snafu.
Numerous e - Mails 20 and counting.
My order status is undetermined. The last contact I made was to cancel all orders and refund or credit my account $ 89.60. At which time I will order Power Bundle Pack III Pro hopefully using snail mail and a check.
It was suggested that I e mail my credit card info to place an order, didn't seem a good like idea to me given the circumstances thus far.
---------------------------------------------------------------
I don't feel that I am being overly demanding about not sending good money after bad.
I have not been contacted since Saturday, tho they were somewhat helpful and I was quite hopeful I'd at the least be on my way to purchasing iClone. Here again I sit at my keyboard no resolution to the $ 89.60 of mine that Element 5 has .... no iClone III on my computer ....and no real reason to believe that the situation will change in the near future.
This is by far the worst order experience I have had with any company in my 55 years.
Great Product Terrible Customer Purchase Experience
Wayne