Customer download error

Posted over 7 years ago

Hello there,

Could you write me a PM telling what user has bought the model, and if he has contacted you regarding that problem? I'd like to contact him directly to find out the problem.

Thank you,
Eddie, CGTrader

hellraiser3d wrote over 7 years ago

Hello, This user bought the model : https://www.cgtrader.com/petermeulman He contacted me because he couldn't download and I replied saying that due to servers being down at that moment it isn't my fault .None of the other customers complained beforehand so could you ps also remove the negative review ? Thanks

eduardas wrote over 7 years ago

Hi again, Our support team took a look at the issue. The customer had asked for a refund due to the server outage, and we had to comply with that. The negative rating will be removed.

FattyPants

Posted over 7 years ago

I had a very similar experience this weekend. A frustrated customer has complained he cannot download the products due to slow download speeds. He also rated both purchases with negative reviews in the process. These are the first negative reviews I've ever gotten on here. I have PM'd him in an effort to sort it out, and now I'm waiting for a response.

I can certainly understand a customer's frustration with having paid money for something they cannot download. Is there something being done to address this problem?

Dan

eduardas wrote over 7 years ago

Hi Dan, Let us know if the customer responds and if you can put this disagreement to bed. If he will remain unresponsive, let's figure out what to do regarding that negative feedback. :) As I understand you had very large files and customer's internet connection maybe wasn't the fastest, as there were no real server outage or connection problems during the weekend. Still, we'll take a look at how we can invest in increasing file transfer speed. Eddie

FattyPants wrote over 7 years ago

So, after waiting a few days for response, none. That's...rather depressing. So, all I have to go on is that the customer was displeased with the download speeds he was getting and decided to give me a down vote on both products. Dan Dan

FattyPants

Posted over 7 years ago

That was the complaint, yes. Good to know there was no server outage, at least. The large size was a bit of an issue with the .spp files. I'll probably have to include a note of that in the product description to avoid misunderstandings in the future.

I'll wait to see what he responds--if he does. I don't want anyone disappointed with the product.

Thanks!
Dan

Customer download error

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