Leonardis opened this issue on Jan 13, 2004 ยท 4 posts
Leonardis posted Tue, 13 January 2004 at 7:22 PM
Great site. Wonderfully put together. But what's with this delayed download system for first time purchasers? I got to the check out, processed my card successfully, but no screen appeared confirming the following MINIMUM acceptable information:
ORDER NUMBER
DOWNLOAD DETAILS
RECEIPT
CONFIRMATION OF SALE
CONFIRMATION OF E-MAIL OR LINK TO DOWNLOAD
I got an e-mail (which by the way is grammatically incorrect and confusing - please read your own sentence in this standard e-mail and see if it makes sense to you!) asking me to convey secure information .
I sent the required security code, but of course you are now closed for support. This is NOT how you should run an otherwise brilliant site.
When a person buys over the internet, the first thing they require is TOTAL assurance that their purchase is correctly tracked, has gone through, and is known by the seller.
When I logon back to the site, my shopping cart is now empty and I cannot access details about my purchase, so my credit card purchase has as far as I'm concerned got lost in the ether.
Please rectify this unsatisfactory system with one that is CUSTOMER focused, not seller focused. And please immediately e-mail me confirming my purchase and sending me the download link with no further delay.
Thank You,
Leonardis
Debbie M. posted Tue, 13 January 2004 at 8:28 PM
Hi Leonardis, I just replied to your email, and have set your downloads so that you can now access them. Please let me know if you need anything else, Debbie Montique Renderosity MarketPlace Administrator
Debbie M.
Leonardis posted Tue, 13 January 2004 at 8:48 PM
Thanks Debbie, I appreciate the quick response. But I note no reply, as a matter of philosophy, to my questions about the purchase practice. Sounds like you blocked out those questions. I run a commercial download site myself, so I do appreciate customers can be awkward sometimes. But I think Renderocity should make it crystal clear in BIG LETTERS in a prominent note before the customer commits himself to a purchase exactly what he is in for. I appreciate too that for security purposes you may have things in place which slightly inconvenience the customer. But all that can be solved by REASSURING the customer at the point of purchase. Thanks, Leaonardis
ClintH posted Wed, 14 January 2004 at 12:26 PM
Hi Leaonardis, Thanks for taking the time to post your concerns around first time buyers. The first time buyer information is located on the Check Out page. In the Customer Support FAQ at the top of this forum. As well as the automated E-Mail that is sent to first time buyers. Thanks for shopping with us. I hope you enjoy your purchase. Clint MarketPlace Manager
Clint Hawkins
MarketPlace Manager/Copyright Agent
All my life I've been over the top ... I don't know what I'm doing
... All I know is I don't wana stop!
(Zakk Wylde (2007))