View Full Version : How on earth are you going to support G3
12-02-2004, 04:45 PM
when you can't be bothered to answer emails about G2???? :confused: :confused: :confused:
Guys, this is really not professional at all... I sent an email to email@example.com on 20/11/04 and resent the same email to the same address on 25/11/04 asking for help with a Blue Screen of Death crash using XP SP2 and direct X 9.0c - seems to be a Real flight driver problem specifically related to an incompatibility with Direct X 9.0c
Not a hint of a reply from anyone ... deathly quiet....HELLOOO Real flight...ANYONE AT HOME??? :mad: :mad: :mad:
I work for a chain of hobby stores in the UK and cannot in good faith recommend any RF product to our customers given this sad state of affairs.
If you don't want to answer email to this address then....DON'T PUT IT ON YOUR WEB SITE as the email address for tech support. :mad: :mad: :mad: :mad:
I'll give it another 24 hours in the hope that this irate email prompts some/any response from RF. After that I'm tossing G2 in the trash and heading over to Reflex XTR
Real Flight, respond or not, it's your choice now.
12-02-2004, 06:31 PM
Firstly, I apologize for the difficulty you're experiencing. We here at Knife Edge Software are the developers of RealFlight. Great Planes, our publisher and distributor, handles all of the technical support. Having said that, we do work with them to help resolve issues that arise. I can also tell you that they do respond to all of the messages they receive, so perhaps something else has gone wrong.
When you emailed technical support, did you receive the auto-reply? They have an autoresponder set up to reply to incoming messages, and based on keywords that it finds in your email, it will attempt to provide a solution to your problem. It also contains instructions on how to respond if the solution it proposes doesn't fix your problem, and until you do that, nobody in technical support actually sees any message at all! Unfortunately, people don't always read that auto email very carefully, or at all, and then get upset when they don't receive another message.
Please check to see if you ever received the auto-reply. If so, please read (or reread) it thoroughly and follow all of the instructions it contains. If you've already been through all of that, then please let me know, and I will contact them directly to make sure you get a response. You can submit a message to us via the contact form on our webpage (http://www.knifeedge.com), citing this message and providing your contact info so that I can pass it on to them.
Again, I apologize for the inconvenience and lack of a response. We'll do what we can to get things straightened out.
12-03-2004, 02:49 AM
Thank you for your response.
In answer to your questions
No I did not receive an auto-response, perhaps you could check that auto-response is set-up correctly for that particular email address.
I have followed your instructions and posted a request for response via the contact page - let's see if this gets the job done
12-03-2004, 03:04 AM
You may not be aware that on the realflight web site at http://www.gpsoftware.com/contacts.htm
You list a series of email contacts for realflight products.....
YET on the knifeedge web site contact from at http://www.knifeedge.com/contactform.htm
NOTE: All previous email addresses associated with this website have been shutdown. Do not send email to an out-of-date address, because no one will receive it. All contact with Knife Edge Software must be initiated through this page. Thank you.' endquote
HOWON EARTH ARE YOUR CUSTOMERS SUPPOSED TO KNOW THIS IF THEY GO TO WWW.REALFLIGHT.COM!!!!
Come on guys.... the left hand obviously doesn't know what the right hand is doing....this is just stupid and guaranteed to tick customers off!
12-03-2004, 01:07 PM
The answer is quite simple. As I mentioned in my previous message, Great Planes and Knife Edge Software are two separate entities. To contact us--the developers--you need to use the form found on our website. To contact RealFlight technical support, you need to use the contact information found on http://www.gpsoftware.com/contacts.htm. When the Knife Edge website says other email addresses have been disabled, it's talking about addresses like firstname.lastname@example.org, NOT the tech support address, which doesn't even come to us. As it says on the Knife Edge contact form page, technical support questions submitted to us will simply be forwarded to Great Planes, anyway. The addresses listed for RealFlight technical support are correct.
I don't know why you didn't receive any auto-replies when you emailed email@example.com, but I did receive the message you submitted through our contact form last night, and I will see that tech support receives it.
12-03-2004, 08:45 PM
.... a Blue Screen of Death crash using XP SP2 and direct X 9.0c - seems to be a Real flight driver problem specifically related to an incompatibility with Direct X 9.0c
You need to understand that just because you have DX9.0c installed DOES NOT mean your video card supports all the new features of DX9. What video card is in your computer? I'm betting it does not support DX9 effects.
01-04-2005, 01:45 PM
I will admit they are a little slow,, but you have to undestand too,
they do have a few bugs in G3 not big ones but a few
and a lot of people are new to G3, just like me.
i have been flying for over 30 years and got it to help me teach the real R/C.
so many new radio's out there now you can't get a buddy cord for them all.
and this gets the guy the hands on before you put him in the air
OOPS kind of ran off there
i had probles in the first and sent off E-MAILS too. but i did get answers from all of them. but i got the answers here 2 days before i got the same answers in the E-MAILs
so remember when you have probles with any thing in your life not just G3
look in a lot of places for help,, NOT just one basket.
but G3 support does work, just right now i can understand they are under a large work-load with all the people having trouble loading the #1 & #2 addons.
they do have the oddest bug yet.
they tell you in the instructions to add the numbers off your G3 CD-case
and that is the WRONG number for some reason.
you have to get a differnt number all together.
just that problem along i am sure has them banging on the Key board full time, to all the New people trying to install the 2 ADDON packs.....
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