Anyone having problems contacting AsileFX? I've tried through their website AND email and nothing for well over a week.

it was a holiday week... I wouldnt expect anything during that period..

It's a business. There were/are no notices on the website of any "vacation" so I would expect business as usual with the exception of a slower-than-normal delivery schedule. I own a business - I got an email from a client ON Christmas needing image files for the following morning. I answered him ON Christmas and uploaded the files and sent him the link. It took a few minutes and did not interfere with any of our plans. He was somewhat ecstatic and said THAT'S why he does business with us. If you can't handle the responsibillities of owning a business, then you will end up not owning it one day sooner than expected.

Quote - I own a business - I got an email from a client ON Christmas needing image files for the following morning. I answered him ON Christmas and uploaded the files and sent him the link. It took a few minutes and did not interfere with any of our plans. He was somewhat ecstatic and said THAT'S why he does business with us.

My most heroic story is about a day in which I did a good deal of overtime for a client of mine; when I left his premises the sun was rising...

Quote - My most heroic story is about a day in which I did a good deal of overtime for a client of mine; when I left his premises the sun was rising...

Never did that AT a clients' premises....    but did do a couple of overnighters AND slept with the phone which rang early in the morning asking about something that I'd already emailed them about. Still...  I was pleasant.  :)

I'm just HIGHLY annoyed that its' been weeks and not even a simple email reply from AsileFX. I certainly hope that there is a REALLY good explanation for this delay.

I've been waiting for a reply from AsileFX since April of 2010.

Must be real busy I'm expecting that reply any day now. LOL

Wow...    that's sad. It really is a shame since they have some really good training. I did get a response just late last night telling me that I could download the training as well. I usually always get the DVD's and don't need the training right away. I figured if I ordered just before Christmas I would get it before New Years. Since that didn't happen and with no email responses, I was WAITING. Fortunately I've got the downloads now.

Though no reason for the delay or any personal response was provided. Apparently Nick doesn't understand the role that customer service plays in a business. If I screwed up with a client - and there have been a couple of times in ten years - I make it right by either sending something overnight or doing something extra AND apologizing. Apologizing can go a VERY long way to mending the bad feelings of a screwup.

I consider AsileFX training top-notch. Just going through these training videos I have found them VERY useful and know that my work will end up being much better for them. It's just a shame that this transaction has been tainted by poor customer service. I worked in Retail for nearly 20 years - customer service was "beaten" into me.  :)

The training is great. When I did not get a reply. I got the AsileFX training at e-on instead so that I could be sure to get download links in a timley manner.

He probably looses a good percent of sales from not responding to people that are ready to buy as soon as they have thier answer.

Send your email to me, i will redirect to him for very fast respond.

Quote - Send your email to me, i will redirect to him for very fast respond.

I'll try that next time, Thanks

Quote - Send your email to me, i will redirect to him for very fast respond.

Let's face it....  NO ONE should have to!

Agree no one should, but i am offering help.

Quote - Agree no one should, but i am offering help.

And that's great! Really. My question would be...how can you get access when emailing directly AND their web page email access doesn't obtain a response? It's just REALLY sad that people would need ANYONE's help to contact a business.

But again, your offer IS appreciated!

I did couple presentasion at Siggraph with Nick, he is excelent person and I am sure it's propobly problem with mailing script on page. I will let him know to verify that page work correctly. He is also very offten at CG forum.

Unfortunately it's not that. I emailed him directly from his sales email that he sent me (and of course the website too) and it took more than a week to get back to me. I responded then to an email he sent me just the other day and still nothing - it's been more than 48 hours. As his website says...  will repsond within 24 to 48 hours.

I'm sure that he is a fine person, but he doesn't really know how to run a professional business with good customer service. Considering this incident, I am soured on even checking out what new he has to offer. I'll be perusing through Geek-At-Play and buying their stuff before I check out AsileFX again. And I find that somewhat depressing since he probably IS a good guy and seemingly knows his stuff. But if you don't have good customer service, you WILL lose customers. And right now...  that customer service gets one star out of 5 - that one star is for sending me the download link.

I wish him luck, but until he takes customer service seriously I won't be back.

Quote - Send your email to me, i will redirect to him for very fast respond.

Hey Volter....

Well here it is January 18th and I still have not had my DVD's sent. I did download the files, but I'm still expecting the DVD's - that I paid for along with shipping. I actually expected to have them by now. This Saturday it will be four weeks since I placed the order. There really is NO excuse for this extreme delay. I really don't care how nice Nick is in person, his customer service absolutely SUCKS. I won't be purchasing from him again.

I would GREATLY appreciate it if you could let him know that I am pissed and that I want/demand the DVDs I paid for. My next set of emails - as I told him in the email I just sent to him at all three available email addresses - will be going to the Better Business Bureau and Federal Trade Commission. I'm getting tired of getting no response and still not have any DVDs. I really don't care what he thinks of me. I started out being nice and understanding, but when you don't get ANY reponses to your queries, it starts to really get frustrating. Nick brought this on himself. I will not have anything nice to say about him whenever people ask about his training materials.

Anyway...   your help would be greatly appreciated.

Thanks!

I will.

I am not deffending Nick here, I don't know all details.

Personaly I did few times have problem with people reciving DVD's from us (Geekatplay), but we always resend them new, if for some reason they was lost or damaged. I am totaly agree with your point, bad things may happen, different only in how we all handle them in the end.

Oh...   you're with GeekatPlay? Great stuff - I've checked out LOTS of tutorials there as well. Don't particularly like the style/navigation of the site, but then that's not a big deal. My site actually is far worse! The quality of the training though is great.

Any nudge you can provide would be appreciated. I do NOT want to have to contact the BBB and FTC, but I have before regarding an AutoDesk issue years before with MotionBuilder standard and I will again if need be here.

Again, thanks for your help - regardless of the outcome.

What part of navigation and style you don't like? And how would you change?

Thank you.

Quote - What part of navigation and style you don't like? And how would you change?

Thank you.

The biggest problem I recall having was searching for any particular tutorial after viewing it once. I would find one, view it, and then come back later only to find it exceedingly difficult to actually find it again. I am dense on ocassion, but it happened several times.

Regarding how I would change it...  not really sure. Perhaps have one page where ALL of the titles of each training video are listed as opposed to having them in separate categories that you have to navigate to. This way you can peruse one page and maybe easily catch the title you're looking for. You have MANY Vue tutorials so it took a LONG time to find a specific tute. I honestly don't know if this would help, but I think it might be easier searching. IMO of course. I do very much like that you have what Vue versions the training is targeted at - VERY helpful.

Actually, I think the style is fine - it's really the navigation that I found difficult. Then again, I'm sure there are many who like it just as it is. Unless you've got quite a bit of negative feedback, it's probably better not to change it.

One other thing I noticed...  if I were going to buy a CD - which I intend to do - finding a particluar CD (for Vue training) also seemed difficult. Is there a page with ALL of the training on CD listed? That way I could go down through the descriptions and choose. It seemed very confusing to me.

Thanks!

megalodon

I am terribly sorry for the recent communications issues with asileFX.  We had a bunch of server problems over the 6 weeks.  Our outgoing emails were partially being blocked and after updating our mail client almost all mail was getting junked.  We also discovered that the installation of our render client on the render farm was blocking incoming mail. 

Customers who did not receive orders, including you, have received $100 credits for asileFX products in their asileFX accounts.

Please feel free to contact me at my alternate email asilefx@gmail.com to discuss your order information.

I am currently finishing up a forum on the asileFX site to redirect support so this doesn't happen again.

-Nicholas Pellegrino
asileFX

Thank you to volter for contacting me about this issue.

Nick,

While I believe there were more than communication issues at fault here, I've sent you an email through your gmail account explaining.

And yes, thanks again to volter for helping out here. Your assistance IS appreciated! And I'm sure I'll be hitting GeekAtPlay again soon.