On Saturday noon (CET) I purchased Teen Rocco. I tried to use this figure and noticed, that the option 'Normal On' does not work, I get – in DS4 – many error messages, that some files from the folder '/Runtime/textures/Mar3D/Teen JADE/' are missing.

I forwarded the confirmation of my purchase to 'store@renderosity.com' with this complaint. I found this address at the bottom of each Renderosity page under 'About / Contact us'. There is written 'Please allow up to 24-hours for an email response.' .Those 24 hours passed away more than once, even one working day is over?

I do not expect a solution in that short time, but at least a confirmation, that my mail had been read and any information about what's next.

How does Renderosity define 'Customer Care'?

I always try posting in the forums first if there's an issue with a product so that they can forward the information to the vendor directly. Not sure if this is the first thing we should do or not, but its worked for me thus far. Make sure you installed the files correctly by checking the zip file(s)(i.e. the ones you downloaded for the product) to see if those files are contained within the zip. If they are, you did something wrong when you installed them or its possible the file structure in the zip wasn't set up properly by the vendor. If they're not in the zip file(check the ReadMe link on the product page to see what files are suppose to be in the zip file(s) ), then you need to report it either here or contact customer care as you did before.

I'm assuming you're referring to the product Tween ROCCO for G8 Male. Tween ROCCO and Teen JADE are two different products from the same vendor. Its possible the vendor may have made a mistake or, if you had installed one of the products before and later installed the other product, you might have mistakenly "replaced" files. Like I said, double-check the product zip files and compare with the files you have installed. Its very easy to make this mistake by selecting the wrong option(s) when unzipping & installing the product files. I almost did it myself.

I also just made a purchase with a lot of missing files that I cannot get refunded. (Chambré Romantique by Moyra). I don't know what went wrong there but Basically I paid for half empty zip files.

I'm a little familiar with reading Duf-Files: I opened the 'Normals-on.Duf' and see, that this file refers entirely to Jade's folder. Since Rocco does not have the same 'Normal'-files like Jade, I also could not fix entirely it with replacing the folder and file names.

Most likely the 'Normal-On.duf' belongs to Jade and the Rocco version is missing, so the vendor has mixed up something. I guess, if you own also Jade, it seems to work, but I have no idea, how the render will look with female normal on a male.

Madbat posted at 6:18AM Tue, 26 February 2019 - #4346987

I also just made a purchase with a lot of missing files that I cannot get refunded. (Chambré Romantique by Moyra). I don't know what went wrong there but Basically I paid for half empty zip files.

How can this happen? If you 'just' purchased it then both Rendo and the artist should be falling over themselves to send you a complete set of files. I know that Rendo is both asleep and the switch and has no quality control, but Moyra is well established and well respected here.

NudeFan6 and Madbat you were sent email

According to the readme there shouldn't be any Teen Jade files in that one. If one of the scripts are asking for them that's a bug. I would e-mail the vendor directly . Send them the error messages from your log file. You can e-mail them directly from this site Go to the product page and click on the "contact" button at the top. You should also get a reply the way you did it, but contacting the vendor directly for an issue like that is in order.

Mine is resolved. I'm actually surprised the vendor replied.

Madbat posted at 3:32AM Wed, 27 February 2019 - #4346987

I also just made a purchase with a lot of missing files that I cannot get refunded. (Chambré Romantique by Moyra). I don't know what went wrong there but Basically I paid for half empty zip files.

To be honest, I find it hard to believe that you would not get a refund if half of a product is missing. Did you contact the Vendor? Did the Vendor get back to you and told you they would not refund? Have you contacted Customer Support for a solution?

The product was missing nothing. it was an add-on for a base item that was not installed.