PMDG Simulations

11???15We have received your letter dated 23APRregarding a complaint from [redacted] ***In his complaint letter, he stated that he purchased our [redacted] software for use with [redacted] Flight Simulator Xtm and that he was requesting a refund for the software because he experienced problems with [redacted] Flight Simulator X that caused him to decide to use a different simulation platform called [redacted] that is published by [redacted] Corporation.At the time of his purchase, [redacted] was required to double-oto his purchase by acknowledging that he understood the software that he was purchasing was compatible only with [redacted] Flight Simulator Xtm and not with any other simulation platformHe entered the word "YES" in the repbox, and then clicked "Yes, I understand" in response to being presented with a second confirmation requiring him to acknowledge that his purchase was not refundable once used.I reviewed MrIssel's communication with our tech support department and found that the information [redacted] presented to the technician was contradictory and confrontationalHe appeared to be blaming the technician for problems related to his installation of [redacted] Flight Simulator Xtm and refused the technician's offer to assist him in finding/resolving the problem with the [redacted] product, even though it is not the responsibility of PMDG Simulations to do so[redacted] rebuffed the offer and was, instead, quite rude in his interactions with the technician, resulting in a breakdown of communicationI have counseled our technician regarding the need for greater patience when dealing with customer frustrations, but after reading through the notes on [redacted] ***'s account I am of the opinion that [redacted] was promoting a confrontation in order to convince our agent to waive the no-refund rules once he discovered that the technician was unwilling to simply give him a free license for a different version of the software.While I can appreciate [redacted] ***'s frustration, I do not feel a refund or a free copy of a different product license is reasonable under the circumstances.Sincerely,Robert RDG Simulations

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***0, and find that this resolution is satisfactory to me.
But as a customer and business manager as well, I always consider my customers as being right and will do everything I possibly can to make them comfortablePMDG does not do well in satisfying their customers and wont try in doing so And I will never buy another product from them and I will make sure to let my gaming friends know what kind of service I received from them
Regards,
*** ***

We received your letter dated 23FEB15 regarding a complaint from [redacted]. In her complaint letter, she stated that she purchased our PMDG 737NGX software for use with Microsoft Flight Simulator X and that she was requesting a refund for the software because it was "not compatible with...

[redacted]" which she uses as an operating system. She continues further to explain that PMDG Simulations should have notified her that the product was not compatible with her operating system at the time of purchase.Upon reviewing her request, I find the following facts:Annette made her purchase from PMDG Simulations on 19SEP12. [redacted] was not released until 26OCT12, a full 37 days after she purchased our software. Thus, at the time of her purchase it would not have been appropriate to list compatibility with an operating system that was not yet available to public domain. On our website, we list Minimum Requirements as well as the Recommended Requirements for both hardware and software compatibility with all of our products. These requirements are published as of the date that a software package is released, as is standard in the software industry. The requirements listed with the PMDG 737NGX software upon its publication on 04AUG11 appear as follows:SYSTEM REQUIREMENTSMinimumOS: [redacted] 7 (latest service packs) Flight Simulator x with SP2 or acceleration installed. Processor: Intel Core 2 Duo or AMD equivalent RAM: 2GB of only running the NGX, 4GB of running other addons (scenery, traffic etc.) Video Card: [redacted] 9 compatible with 512MB of video memory (examples: [redacted] 3300GT, and/ATI [redacted] 4*70)Best PerformanceOS: [redacted] 7 54-bit Processor: Intel Core 15 or 7 ([redacted]) or better RAM-GE-- Video Card: [redacted] 550 TI, 570 or 530 with 1GB+ of video memory or betterMonitor: Widescreen 1920x10*0+PMDG “highly-recommends the use of 64-bit versions of [redacted] due to memory limitations in FSX.It is not normal in the software industry to list "incompatible operating systems” when marketing software. For example, we do not list the fact that our software is incompatible with “[redacted].” Instead, like most publishers, we list those operating systems with which the software is known to be compatible. Should the customer wish to run the software on a newer, unlisted operating system, then this is the user's prerogative, but we are not always able to assist the customer with compatibility issues that may arise.Of further interest to [redacted] complaint is the fact that our software is actually compatible with the [redacted] operating system. We do not offer support running the software on the [redacted] platform as it does require some advanced user knowledge to correctly install Microsoft Flight Simulator X and the PMDG software on the [redacted] platform since both products were created long prior to the release of [redacted].Additionally, at the time of purchase, [redacted] was required to conduct a double-opt-in to acknowledge that she had:a) Read and understood the compatibility requirements of the software. b) Read and understood that all purchases of digitally delivered software are non-refundable.For these reasons, I am unable to approve [redacted]’s request for a refund.

11???15We have received your letter dated 23APR15 regarding a complaint from [redacted]. In his complaint letter, he stated that he purchased our [redacted] software for use with [redacted] Flight Simulator Xtm and that he was requesting a refund for the software because he...

experienced problems with [redacted] Flight Simulator X that caused him to decide to use a different simulation platform called [redacted] that is published by [redacted] Corporation.At the time of his purchase, [redacted] was required to double-opt-in to his purchase by acknowledging that he understood the software that he was purchasing was compatible only with [redacted] Flight Simulator Xtm and not with any other simulation platform. He entered the word "YES" in the reply-to box, and then clicked "Yes, I understand" in response to being presented with a second confirmation requiring him to acknowledge that his purchase was not refundable once used.I reviewed Mr. Issel's communication with our tech support department and found that the information [redacted] presented to the technician was contradictory and confrontational. He appeared to be blaming the technician for problems related to his installation of [redacted] Flight Simulator Xtm and refused the technician's offer to assist him in finding/resolving the problem with the [redacted] product, even though it is not the responsibility of PMDG Simulations to do so.[redacted] rebuffed the offer and was, instead, quite rude in his interactions with the technician, resulting in a breakdown of communication. I have counseled our technician regarding the need for greater patience when dealing with customer frustrations, but after reading through the notes on [redacted]'s account I am of the opinion that [redacted] was promoting a confrontation in order to convince our agent to waive the no-refund rules once he discovered that the technician was unwilling to simply give him a free license for a different version of the software.While I can appreciate [redacted]'s frustration, I do not feel a refund or a free copy of a different product license is reasonable under the circumstances.Sincerely,Robert RDG Simulations

Review: Please refer to Case# [redacted] (Ref#[redacted])This case was filed with the Nevada office via the Revdex.com.org due to the Revdex.com database being wrong. It would have been a lot easier if the Nevada office would have forwarded the case instead of forcing me to complete a new one.I purchased software from PMDG Simulations LLC Approximately 14 days ago in the amount of $89.00. As soon as I downloaded the software and initiated it I discovered that there was an important element missing (2d panel). There was nothing on their website that mentioned anything about this element not being included with this release. If there were, I would have never purchased the software. I immediately dispatched an email to their support desk and explained the situation to them. Long story short, we had established communications for a week and other than a couple of ideas that I was not aware of; all I got was how great this software was without the 2d panel. I applied what was suggested and then discovered that the performance with the software was horrible and after some research, this has been reported numerous times. I have purchased other software from this company and have had no problems with it, what so ever. The last email I received was from the President of the company [redacted] and he basically stated that I was throwing a tantrum. All communication was broken off from this point. Apparently PMDG does not know what customer service should be, due to the lack of offering any resolutions. No customer should have to spend a week emailing over and over on a brand new product. PMDG misrepresented the software by excluding the fact the elements were not included in this release and that the performance was far below their other products.Product or Service: [redacted]Order Number: [redacted]Desired Settlement: Total Refund of $89.00. If PMDG would of listed on their website that this product only contained a virtual flight deck I never would of purchased it. If they listed that the performance was extremely slow as compared to other products I have purchased from this company I never would have purchased it. The product is misrepresented and I will never purchase anything from them again. Lessons learned.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,