No Support


https://forum.reallusion.com/Topic3349.aspx 		Print Topic | Close Window

By dustpan - 18 Years Ago
I purchased this software over 3 weeks ago and have not herd anything from anybody or, anyone that works with reallusion. I have an order# and tracking# and everytime I go to the site to check the tracking info it replys back no info on this product.

I have also email reallusion support 2 times now and no reply about this product Xtreme Elements 1: 4. I just want some information when will it be sent to me if you at reallusion cant honor your sells agreement then refund me my money.

I no you people who work for reallusion are very busy getting ver3 of Iclone Studio out to the user. A lack in communication can hurt a business reparation. Is there 1 person who works for reallusion care.

Sincerely'

Richard 

By RKD - 18 Years Ago
It is very sad if your oder has not been shipped by now and that you can obviously not get any further information on the delivery status.

Since (as mentioned on the shopping cart ) technically, "Digital River GmbH (element 5) is the seller of the products in your shopping cart and your contractual partner", I would try and directly contact element5 customer support.

Hope you get this sorted out soon.
By Visconti - 18 Years Ago
Hi, duspan

Sorry to hear about that. But I have some suggestions for your reference.

First, Element5 take fully in charge of delivery issue, so you can let them know the problem if you have any case concerning delivery.
You can also ket Reallusion know about the problem, because Reallusion will love to help you contact Element5 to track what the problem is.

Second, if you want to contact Reallusion support team, please do it through the support form.
Basically, Reallusion ever considered close the public window "support at reallusion dot com" due to too many missed cases.
But, Reallusion still keeps it since many users still don't get used to using support form.
Therefore, it's difficult for Reallusion to collect all the requests easily.
If you contacted esales at reallusion dot com, it usually delays the process of your case.
It's because sales team will finally forward this case to support team. It means two stages.

So, I hope everyone can take support form as his/her first chocie.

Thanks
Visconti
By dustpan - 18 Years Ago
First off I wan't to say thank you for your replys.

Yes I contacted element5 and reallusion and I'm not pointing a finger at anyone. The only thing I'm saying is a little communication go's a long ways. To let you no since my posting of this problem I've have been contacted by reallusion and element5 and I think something will be done.

I believe you the moderator had some influence over this matter and I want to say thank you so much, and Kelly for also taking charge of the issue. I have element5 phone# and I will be in contact with them tomorrow to follow up on this issue.

Again I thank all of you for your kindness and replys.

Thank you

Richard

By Visconti - 18 Years Ago
Hi, Richard

Thanks for your kindness and being patient to the late reaction from the team or Element5.
Forum is a very good place to raise an issue.
We don't want to get screwed by our own selves, so members will love to help you here.
We wish you have good luck & experience next time.

Regards
Visconti