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Question - what to do? Got a broken Download Link from Xurge3D - Resolved

Rhian-SkybladeRhian-Skyblade Posts: 223
edited August 2014 in The Commons

(Edit: Matter was solved )

I have a question for the experienced community... I know this is not Daz3D related... but maybe you guys have an idea what one can do in such a situation.

I bought from Xurge3D "Armor of the Void for M4" at the 28th July - and received an E-Mail with a broken Download Link.
They always send the e-mail from the same e-mail address. I bought there in the past, and never had any problems.

I contacted the support right away - and received no answer. Now almost two weeks (11 days) passed and I have send by now 3 Support Requests from three different E-Mail Adresses/Domains to make sure my Support Request reached them.
Last week I even used their contact-form from their very own website - and that should have reached them O_o

They claim in their Website-FAQ that if a customer gets no reply from their support - it's not the fault of Xurge3D - the ISP is to blame yaddaydaa...

To me that sounds like a lame excuse - because :
- My internet provider is not my mail-provider - and my e-mail provider does not block mails from Xurge3D
- I already received e-mails from Xurge3D - confirming my order and also the one containing my download link (that is broken)
- their mails always coming from the same e-mail address/domain - which is also in my whitelist!!!

If their mails were blocked, I would not even have received any order confirmations and mails with download links.

So what the heck... not even one single response within 11 days? Gives me the feeling that they do not care about their customers...

So, anyone here has any experience with such a problem? Buying a digital product, not receiving a working download link and then contacting support - and receiving no answer at all for days and weeks?

Rhi
PS: Usually I am very patient and do not complain that fast - though 11 days not even a single reply is pretty annoying.

Post edited by Rhian-Skyblade on

Comments

  • FishtalesFishtales Posts: 6,162
    edited December 1969

    Did you try phoning?

    I assume this is the number at the bottom of the address.

    Xurge 3D, Corporation
    420 SW 136th Avenue
    786 247 6757

  • mrposermrposer Posts: 1,131
    edited December 1969

    Have you tried the phone number on their contact page? Even if you don't get them it might tell you if he is on vacation or something. I googled xurge 3d corp and looks like they are located in Miami... the street address is on the contact page. One website had a 308 number for them if the 786 number on the website doesn't work.

    Also if you still have your order email with the download links you might try it again to see if it works now.

    I never had a problem with them and get regular coupons... but never had to contact them.

    Good luck

  • mrposermrposer Posts: 1,131
    edited December 1969

    2nd place... as usual

  • Rhian-SkybladeRhian-Skyblade Posts: 223
    edited August 2014

    Thank you two :)

    Until now, I never had any problems with them as well - and I always received every e-mail. That's why I am a bit nervous now.
    Hopefully they are merely gone for vacation - though then I am a bit surprised they do not note that on their website.

    The download mail I have (always keep a backup) doesn't work. The hyperlink is broken. Tried various browsers. Even bugged my friend, who has a different internet provider and tried downloading from her place/computer. Same error result, that the link cannot be resolved. From what I gathered, there is missing something. It just starts with /s/X3DVOID... something like that. I even copy pasted it, and tried adding classic hyperlink pre-fix stuff. No chance.

    Well, looks like I try calling them this evening. I live in germany and from what I gathered, I am 6 hours in the future. Right now they probably sleep :D

    Sorry for that dumb question.

    If I call from germany it would be then: 001 786 247 6757

    According Google the area code of Miami is 305? Or is the 786 the correct area code? Or both?

    *waves*
    Rhi

    Post edited by Rhian-Skyblade on
  • M F MM F M Posts: 1,388
    edited August 2014

    Hello Rhiana (^_^)n,

    ... for what it's worth, just then I made a purchase from the Xurge3D website, including the X3d_void_m4 outfit (as well as a number of other Hellfish Genesis outfits), and it worked for me. This is as of just before this posting.

    The link looks the same as all their others - it is www.xurge3d.com/s//downloads/X3D_Void_M4.zip?dlkey=-=. Is that what you have, or are you missing the first ''? (which appears to be tied to the particular order - all my downloads have the same number in that position).

    I guess you no longer have the "Checkout Complete" page available on your browser - the link appears there, as well as in the email that is sent. Have you tried digging about in your browser History, to see if you have that particular page (it is marked from bizsiteservice.com) still?

    Post edited by M F M on
  • DisparateDreamerDisparateDreamer Posts: 2,514
    edited December 1969

    Also to add, that xurge sometimes takes a while to reply but they do always reply. Recently the xurge site went through some changes that may have caused an issue.

  • Rhian-SkybladeRhian-Skyblade Posts: 223
    edited August 2014

    Thing is, why I am so annoyed - they have on their FAQ following things...
    1)
    --------snip-----------
    How can I re-download what I purchased before?
    If you need to re-download your purchased models you need to email xurge@xurge3d.com with the specified products you want to re-download. You will then receive download links in your email within 24 hours.
    ---------paste---------

    2)
    -------snip----
    I sent a support email and never received a reply...

    Check that neither you nor your ISP is blocking xurge@xurge3d.com emails. There is nothing we can do if you can not receive our replies to your requests.
    -----paste-----

    I seriously do not expect support to react within 24 hours, and if it had been merely two or three days it would have been no fuss either.

    But since 11 days passed without even a hint - not even an automated reply "that my mail has been received and that they will come back to me asap..." can't help but to feel annoyed about not knowing what is going to happen.

    I guess I am too used to the automated mails that inform me that my mail has been received and will be processed.

    Mail-Link:
    The Download-Link I received looks like this when I mouse over the text : /s/downloads/x3d_void_m4.zip?dlkey=>some number>->some number and letter salad>=

    I send them also a screenshot of that in my support mail.

    Since I did that order at the 28th July - nope - no longer in my browser cache ;D

    Post edited by Rhian-Skyblade on
  • Serene NightSerene Night Posts: 17,675
    edited December 1969

    I just made a purchase and it worked fine. Perhaps Xurge is on vacation? You could try disputing the purchase with your credit card if you do not receive an answer after sufficient time

    Sorry you are having problems.

  • Scott LivingstonScott Livingston Posts: 4,344
    edited December 1969

    Rhiana said:
    According Google the area code of Miami is 305? Or is the 786 the correct area code? Or both?

    *waves*
    Rhi


    Some parts of the US are covered by more than one area code. Both 786 and 305 cover the Miami area; in this case it appears that you would use 786 and not 305 as the area code.
  • patience55patience55 Posts: 7,006
    edited August 2014

    oopsie ... wrong company ... my apologies.

    Post edited by patience55 on
  • Rhian-SkybladeRhian-Skyblade Posts: 223
    edited December 1969

    Thank you sooo much Patience55 :)

    You get a note via Deviant Account? Had no idea Xurge is there :D

  • icprncssicprncss Posts: 3,694
    edited December 1969

    Save copies of your invoices. If for whatever reason I need to re-download a product, I send an email with my purchase information and usually have a response within a day.

  • patience55patience55 Posts: 7,006
    edited August 2014

    wait a minute ... think I got the companies mixed up ... sorry.

    Post edited by patience55 on
  • Rhian-SkybladeRhian-Skyblade Posts: 223
    edited August 2014

    icprncss said:
    Save copies of your invoices. If for whatever reason I need to re-download a product, I send an email with my purchase information and usually have a response within a day.

    Thank you icprncss
    I have all my invoices, from day one I bought from them.

    I also used it to contact them by mail - though still no reply. I also could not reach them by telephone, not even a telephone mailbox...if they have one. (calling from germany). Hopefully they are gone for vacation...


    @Patience
    No problem :)

    Post edited by Rhian-Skyblade on
  • bad4ubad4u Posts: 684
    edited August 2014

    Contact DarioFish on Facebook ( https://www.facebook.com/Hellfish.Studios.Dariofish ) or at Renderosity. This is the guy who sells Genesis conversions of xurge3d products under the name Hellfish Studios at their site. Don't know if he can help with your problem or contact xurge3d for you, but at least he should be able to tell you if Sergio Martinez is on holiday or something.

    Post edited by bad4u on
  • Rhian-SkybladeRhian-Skyblade Posts: 223
    edited December 1969

    Just wanted to let ya know - the problem with the download has been solved.
    Appears they had massive e-mail problems and my support request was among a bulk of many.

    I am glad it was just that...

  • patience55patience55 Posts: 7,006
    edited December 1969

    Wonderful, glad to hear there was a happy ending :-)

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