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Bought, paid, no download

nanette_0115ce69d8nanette_0115ce69d8 Posts: 10
edited December 1969 in The Commons

Three days ago I lodged a ticket on the help system, having bought Netherworks's hair conversion system 2 for The Kids 4. My problem is that the transaction is complete and paid for, but I have no access to the file to download it. The download link takes me to the product page. I have had a polite acknowledgement of my problem, but no solution. Apparently there is a bug in the website or something and I understand that this requires the attention of the website programmers. But please, can I have a download link to the file I bought, even if it is sent to me in an email?

Comments

  • Sfariah DSfariah D Posts: 26,558
    edited December 1969

    Which department did you send the help ticket to?

  • ChoholeChohole Posts: 33,604
    edited April 2015

    NanetteTredoux said:
    Three days ago I lodged a ticket on the help system, having bought Netherworks's hair conversion system 2 for The Kids 4. My problem is that the transaction is complete and paid for, but I have no access to the file to download it. The download link takes me to the product page. I have had a polite acknowledgement of my problem, but no solution. Apparently there is a bug in the website or something and I understand that this requires the attention of the website programmers. But please, can I have a download link to the file I bought, even if it is sent to me in an email?

    Have you checked in your Product Library? rather than use the link from the Ebot receipt go to "My Account" (top right of the page,) log in again if necessary, and the go to Product Library.

    Post edited by Chohole on
  • nanette_0115ce69d8nanette_0115ce69d8 Posts: 10
    edited April 2015

    That is exactly the issue. The product is not in my product library.
    I think the support question was directed at sales support which I believe would be the correct category.
    It has been four days now.

    Post edited by nanette_0115ce69d8 on
  • BeeMKayBeeMKay Posts: 7,019
    edited December 1969

    If one of the team has taken the ticket (not just the automated reply), there will be a solution. Four days is not overly much.
    I have made about a dozen or so support requests by now, and they all got resolved within two weeks after the real person pickd it up.

    That said, I understand your frustration, and hope your problem will be solved soon.

  • ChoholeChohole Posts: 33,604
    edited December 1969

    NanetteTredoux said:
    That is exactly the issue. The product is not in my product library.
    I think the support question was directed at sales support which I believe would be the correct category.
    It has been four days now.

    If you go back to Zendesk, via the submit a request button, on the top line of that page you should see some tabs

    Check the one that says " Check your existing requests" to see if anything has been added there. As Lee says 4 days is not really a long time if there is a problem of this nature.

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