Atmosfx Digital LLC

Hello [redacted] , Attached is a copy of the latest response our Support emailed youPlease let us know if you get stuck in one spesific area of these instructions and we will clarify them further Please respond via our support page [email protected]? This email was? received? by [redacted] @Hotmail.com and viewed on May @ 12:pm ? I am so sorry you are having so much trouble! I assure you! Downloads are usually easy to find and play.? Here is the new download link:? https://delivery.shopifyapps.com/-/ [redacted] Below are step by step instructions with pictures.? 1) Click on the download link aboveyou will be brought to a page that looks like this:? 2) Click the button that says download now(ONLY CLICK IT ONCE) the download will appear at the bottom left corner of your browser window like the picture below.? Sometimes you will have to wait 30min -hour for your download(DO NOT CLICK ON THE DOWNLOAD UNTIL IT IS FINISHED)(DO NOT CLICK ON THE DOWNLOAD UNTIL IT IS FINISHED)3) When the download is complete, it will look like this:? (just like beforeYou only need to Click ONCE) if you click on it now, this window will appear:? This means your folder is open in your downloads!4) Go to your downloads folderTo do this go to your main computer screen and open your finder(it's the smiley face guy in your launch padI have mine on the right hand side of my screen but it's usually on the bottom)? Your finder window should look like this:? Right now my finder is displaying all the files on my desktopNotice how at the top of the window it says desktop.? Yours will be full with all of the items and folders you keep on your desktop of course.? To see your download, make sure the finder is displaying downloadsYou can do this by clicking on the "downloads" button on the left hand side bar(see above image)? WoW! I have a lot of downloads! There is a really easy way to find the most recent The icon at the top of the window controls how your files are displayed.? Right now it is columswe want it on lines(the icon to the left of the shaded icon) because then we can organize it by date.? There! now the Bone Chillers Folder is right at the top! (if it is not, simply click the top tab that says "date modified")? The blue folder is the files you want.? The white one with the zipper is just the package it came to you inYou don't need that one anymoreIt was only useful in sending the decoration to your computer.? Now that we know where it is, we can access it laterLet's minimize the Finder window and pull up iTunes.5) Import the video.? Click the? File? menu (Windows) or? iTunes? menu (OS X) and select "Add to Library" (OS X)Browse for the converted video and select it You will not receive any error or confirmation when adding a video file.When you open the browser, make sure the window is displaying files that are in your downloadsGo up to the top of the window and adjust the view to Downloads(Mine was currently on my home menu, hense the home icon.)? Once again, make sure the files are ordered by date modified so you can see your latest download firstI switched my view to the lines icon again(This just makes the files easier to find)? Select ONLY the Blue folder.? then click the "open" button at the bottom of the windowIt should now look like this!? Just let it load...? The files should show up in your Itunes now under home videos (don't ask me whyiTunes is just like that) so go to your movies iconThen select home videos:Boom! There they are!? Please let us know if you have any further questions, or if you get stuck in one spesific spot!?

Hello ***,
Attached is a copy of the latest response our Support emailed youPlease let us know if you get stuck in one spesific area of these instructions and we will clarify them further
Please respond via our support page [email protected]
This email was received by
***@Hotmail.com and viewed on May @ 12:pm
I am so sorry you are having so much trouble! I assure you! Downloads are usually easy to find and play.
Here is the new download link: https://delivery.shopifyapps.com/-/***Below are step by step instructions with pictures.
1) Click on the download link aboveyou will be brought to a page that looks like this: 2) Click the button that says download now(ONLY CLICK IT ONCE) the download will appear at the bottom left corner of your browser window like the picture below.
Sometimes you will have to wait 30min -hour for your download(DO NOT CLICK ON THE DOWNLOAD UNTIL IT IS FINISHED)(DO NOT CLICK ON THE DOWNLOAD UNTIL IT IS FINISHED)3) When the download is complete, it will look like this: (just like beforeYou only need to Click ONCE)
if you click on it now, this window will appear: This means your folder is open in your downloads!4) Go to your downloads folderTo do this go to your main computer screen and open your finder(it's the smiley face guy in your launch padI have mine on the right hand side of my screen but it's usually on the bottom) Your finder window should look like this: Right now my finder is displaying all the files on my desktopNotice how at the top of the window it says desktop.
Yours will be full with all of the items and folders you keep on your desktop of course.
To see your download, make sure the finder is displaying downloadsYou can do this by clicking on the "downloads" button on the left hand side bar(see above image) WoW! I have a lot of downloads! There is a really easy way to find the most recent The icon at the top of the window controls how your files are displayed. Right now it is columswe want it on lines(the icon to the left of the shaded icon) because then we can organize it by date. There! now the Bone Chillers Folder is right at the top! (if it is not, simply click the top tab that says "date modified")
The blue folder is the files you want. The white one with the zipper is just the package it came to you inYou don't need that one anymoreIt was only useful in sending the decoration to your computer. Now that we know where it is, we can access it laterLet's minimize the Finder window and pull up iTunes.5) Import the video. Click the File menu (Windows) or iTunes menu (OS X) and select "Add to Library" (OS X)Browse for the converted video and select it
You will not receive any error or confirmation when adding a video file.When you open the browser, make sure the window is displaying files that are in your downloadsGo up to the top of the window and adjust the view to Downloads(Mine was currently on my home menu, hense the home icon.) Once again, make sure the files are ordered by date modified so you can see your latest download firstI switched my view to the lines icon again(This just makes the files easier to find) Select ONLY the Blue folder. then click the "open" button at the bottom of the windowIt should now look like this! Just let it load... The files should show up in your Itunes now under home videos (don't ask me whyiTunes is just like that) so go to your movies iconThen select home videos:Boom! There they are! Please let us know if you have any further questions, or if you get stuck in one spesific spot!

[redacted] Please See Attached Documents [redacted]
Attention: [redacted], Revdex.com Resolutions ConsultantThank you for the opportunity to respond to this issue. AtmosFX will provide our explanation of the eventsthat occurred on the 30th of October 2D15 through the 16th of November 2015 to the fullest of...

ourknowledge. We would like to provide a fair resolution to the customer [redacted]'s complaint.On October 30th, Customer [redacted] Purchased Ghostly Apparitions- Digital download collection(order #[redacted]). According to our Shopify account, the transaction was as follows (in reversechronological order):Order confirmation email was sent to [redacted] Resend email- 8:16pm•(Shopify) successfully fulfilled 1 line item- 8:16pm Received new order #[redacted] by [redacted]- 8:16pm• Successfully processed a payment for $59.99 USD on the Visa ending in [redacted]- 8:16pm• Order was placed from checkout #[redacted]- 8:16pmOn the 30th of October 2015 at 11:47pm PST AtmosFX's Support email ([email protected]) receivedthe first email from [redacted] <[redacted]> the email is included in it's entirety below:[redacted] started the conversationFrom: [redacted] <[redacted]>Oct 30, 11 :47pmAnyone, ActiveMy download of order number #[redacted] failed because rny internet decided to randomly turn off. Ihope that I can reach you in time and if not. I am going to try to get rny money back because I need thisfor halloween and I might as well buy the dvd for twenty dollars less next year. I purchased this roughly 4hours ago.[redacted] (owner)[redacted]AtmosFX was closed at 3:30PM on Friday, October 30th for a company celebration. Our usual customerservice hours are from 9AM to 5PM PST Monday through Friday. Mr. [redacted] created the thread at11:47PM PST.On the 30th of October 2015 at 11:49pm PST AtmosFX's support email ([email protected]) receivedanother email from [redacted] <[redacted]> the email is included, in it's entirety below:[redacted] repliedFrom: [redacted] <[redacted]>Oct 30, 11 :49pmSupport Question Form (Shopify Custom): Subject lt[redacted] Name:Email: [redacted]Topic: Help! My stuff is broken!Message: While downloading the Ghostly Apparitions. Digital DownloadGhostly Apparitions - Complete Collection.zip my internet turned off. I am hoping you are opentomorrow so that I can have this in time for trick or treaters.Despite not being our regular Business hours, AtmosFX understood that as a seller of Halloweendecorations, some customers would need additional support on Halloween night. A Customer supportrepresentative was available on October 31st and responded to Mr. [redacted]'s emaii at 1:13PM PST;the email is included, in its entirety below:Nov 20 15 02:[email protected] repliedOct 31, 1:13pmyou, ClosedHi [redacted],Thank you for your order! Sorry to hear you are having trouble with your download. Your newdownload link is:[redacted]Be sure to not click the downloading zip file until the file llas completed downloading. If you clickthe file before it is finished downloading, it may become corrupted. Zip files need to be downloaded onto acomputer then unzipped. After they are unzipped, the files can be moved onto a mobile device like atablet or phone.Each download link is open for 2 days or 3 download attempts, whichever happens first. You maywant to review this Quick Reference Guide we built to help our customers that purchase digitaldownloads: Quick Reference Guide.Please let us know if you have any other trouble!Customer viewed on Oct 31 @ 5:57 pmAtmosFX's Support system, Help Scout, recorded that the email was viewed at 5:57pm PST. Thedownload link included indicates no download attempts were made. The response is a standard customersupport protocol for trouble downloading, error downloading or corrupt download. When a customerreceives a digital download, we include a Quick Reference Guide: a PDF which included severaltroubleshooting options and a step-by-step guide to downloading the .zip files correctly. A link to the PDFis included here:[redacted]pdfThe Quick Reference Guide is also included with every download email sent to customers.No further email correspondence was made by Mr.[redacted], and AtmosFX assumed the issue wasresolved.On the 10th of November, at 12:37pm PST AtmosFX's Support email ([email protected]) received aseparate email from [redacted] <[redacted]> the email is included, in it's entirety below:[redacted] started the conversationFrom: [redacted] <[redacted]>Nov 10, 12:37pmAnyone, ActiveSupport Question Form (Shopify Custom): Subject #[redacted] Name:Email: [redacted]Topic: My question is not listed. Help me, please ...Message: my download never worked. I need a refund to my visaAtmosFX support viewed the order account associated with the email. There was only one orderassociated with the account. #[redacted], placed on Oct 30, at 8:16pm PST. AtmosFX customer servicenoticed that the link to the download had been accessed and three download attempts were made. Theseattempts were made at 2015-10-31 03:20:35 UTC, 2015-10-31 03:17:05 UTC, and 2015··10-31 03:16:17UTC.AtmosFX has a "no return and no refund" policy on all products. This includes projection digitaldownloads. As per the return and refund policy stated on our website, and due to the nature of digitaldownloads, AtmosFX customer support could not issue a refund for downloaded digital content. However,Nov 20 15 02:30p p.4we are very willing to help all our customers through the download process and help resolve any technicalissues they are having to assure that their digital decorations are functioning properly.Our response to Mr. [redacted] was once again the standard replacement link offer, despite the fact thathis first link was shown on our system as successfully accessed 3 times.It should be noted that although the same customer service representative answered all of Mr.[redacted]'s emails, sl1e did not link tr1e previous email thread together, and treated this conversation as ifit was his first email to support. Her response in it's entirety, is listed below:you repliedNov 10, 2:23pmyou, ClosedHi [redacted],Thank you for your order! Sorry to hear you are having trouble with your download. We are gladto help you with any issues you are having to make sure you receive your decoration. Due to the natureof digital content, and because attempts have been made on your digital download, we cannot issue arefund. However, we are here to assist you in any technical issues you experience. Your new downloadlink is: [redacted]You may want to review this Quick Reference Guide we built to help our customers that purchasedigital downloads: Quick Reference Guide.• Be sure to not click the downloading zip file until the file has completed downloading.• If you click the file before it is finished downloading, it may become corrupted. Zip files need tobe downloaded onto a computer then unzipped.• After they are unzipped, the files can be moved onto a mobile device like a tablet or phone.• Each download link is open for 2 days or 3 download attempts, whichever happens firstPlease let us know if you have any other trouble!The attached link included in the response email shows no download attempts were made.On the 16th of November, at 3:45pm PST AtrnosFX's Support email ([email protected]) received aresponse email from [redacted] <[redacted]> The email is included, in it's entiretybelow:[redacted] repliedFrom: [redacted] <[redacted]>Nov 16, 3:45pmActiveI PURCHASED IT AGAIN WITH ANOTHER CREDIT CARD SO I COULD HAVE IT FORHALLOWEEN. I WANT MY FIRST VISA CREDITED. YOU CAN'T FORCE ME TO PURCHASE ITTWICE.[redacted]It should be noted that after Halloween, several panicked customers did repeat orders in order to receiveanother three download attempts if there was an error with the first three download attempts andcustomer support was not available to provide them with complimentary replacement links. AtmosFXcustomer service has dutifully refunded repeat purchases in full for all such orders. In fact, if customerservice ever notices that there are duplicate purchases made on any account, they will preemptivelyrefund tl1e duplicate order. We understand paying twice for one item is unnecessary and wrong.Reviewing Mr. [redacted]'s account again, there was still only one order placed -order #[redacted]. Ourcustomer service responded on the 16th of November 4:47pm PST. The email is included, unaltered, inifs entirety below:you repliedNov 16, 4:47pmClosedHello [redacted],We understand your frustration. If you have purchased tile order twice, we will refund the repeatorder. Our records associated with this email indicate only one order recorded. The order#[redacted]. Pleaseprovide the order# of the second repeat order and we will refund it immediately.As of Friday, November 2011 2:00PM PST we have yet to receive a response from Mr. [redacted].Customer satisfaction is very important to AtmosFX. We are very proud of our products and want everycustomer to enjoy our fabulous decorations! We are saddened to hear that Mr. [redacted] was not able touse the product in time for Halloween. However, email correspondence indicates we were available forhim on Halloween and provided him with support and a complimentary download link that was not useddespite being reviewed at 5:57pm PST.We consider AtmosFX acted in good faith by providing him with new links twice, and did not want toassume Mr. [redacted] had successfully downloaded our content the first time and that is why he did notuse the second link that was delivered and seen on time for Halloween Night.Mr. [redacted] mentioned in his first email, that he intends to use our products next year, we want to helphim successfully download the content he has paid for if he has not done so already. Besides the two still activelinks we have provided, we would like to work with Mr. [redacted] to find out where the error isoccurring and suggest steps he can take to resolve the issue. We are happy to refund the duplicate ordermentioned in Mr. [redacted]'s last email. provided we receive the information of the duplicate order torefund.Thank you for your time and consideration in this case. Feel free to contact us if you need moreinformation at [redacted]@atmosfx.com or [redacted]@atmosfx.comSincerely,Colleen M[redacted]
Service and Fulfillment Team | AtmosFX.com
DIGITAL DECORATIONS FOR EVERY OCCASION

Hello [redacted],
Attached is a copy of the latest response our Support emailed you. Please let us know if you get stuck in one spesific area of these instructions and we will clarify them further.
Please respond via our support page [email protected].  
This email was received by...

[redacted]@Hotmail.com and viewed on May 24 @ 12:21 pm
 
I am so sorry you are having so much trouble! I assure you! Downloads are usually easy to find and play. 
Here is the new download link: https://delivery.shopifyapps.com/-/[redacted]Below are step by step instructions with pictures. 
1) Click on the download link above. you will be brought to a page that looks like this: 2) Click the button that says download now. (ONLY CLICK IT ONCE) the download will appear at the bottom left corner of your browser window like the picture below. 
Sometimes you will have to wait 30min -1 hour for your download. (DO NOT CLICK ON THE DOWNLOAD UNTIL IT IS FINISHED)(DO NOT CLICK ON THE DOWNLOAD UNTIL IT IS FINISHED)3) When the download is complete, it will look like this: (just like before. You only need to Click ONCE)
if you click on it now, this window will appear: This means your folder is open in your downloads!4) Go to your downloads folder. To do this go to your main computer screen and open your finder. (it's the smiley face guy in your launch pad. I have mine on the right hand side of my screen but it's usually on the bottom) Your finder window should look like this: Right now my finder is displaying all the files on my desktop. Notice how at the top of the window it says desktop. 
Yours will be full with all of the items and folders you keep on your desktop of course. 
To see your download, make sure the finder is displaying downloads. You can do this by clicking on the "downloads" button on the left hand side bar. (see above image) WoW! I have a lot of downloads! There is a really easy way to find the most recent . The icon at the top of the window controls how your files are displayed. Right now it is colums. we want it on lines. (the icon to the left of the shaded icon) because then we can organize it by date. There! now the Bone Chillers Folder is right at the top! (if it is not, simply click the top tab that says "date modified") 
The blue folder is the files you want. The white one with the zipper is just the package it came to you in. You don't need that one anymore. It was only useful in sending the decoration to your computer. Now that we know where it is, we can access it later. Let's minimize the Finder window and pull up iTunes.5) Import the video. Click the File menu (Windows) or iTunes menu (OS X) and select "Add to Library" (OS X). Browse for the converted video and select it.
You will not receive any error or confirmation when adding a video file.When you open the browser, make sure the window is displaying files that are in your downloads. Go up to the top of the window and adjust the view to Downloads. (Mine was currently on my home menu, hense the home icon.) Once again, make sure the files are ordered by date modified so you can see your latest download first. I switched my view to the lines icon again. (This just makes the files easier to find) Select ONLY the Blue folder. then click the "open" button at the bottom of the windowIt should now look like this! Just let it load... The files should show up in your Itunes now under home videos (don't ask me why. iTunes is just like that) . so go to your movies iconThen select home videos:Boom! There they are! Please let us know if you have any further questions, or if you get stuck in one spesific spot!