Rocksim

Thread view:

Enable EMail Alerts

Start New Thread

Thread rating:

Nick Allen - 26 Jul 2007 15:08 GMT

Hi, I'm new to this group, but have a problem and wondered if anyone could
advise:

I bought Rocksim (from the apogee website) several days ago for $99. I got
a link to a download demo (not quite the same as the unpaid for demo).
You've then got to create a 'licence request file' - which you email to
apogee to get the software working properly. Well I've sent this several
times, and mailed them from their online form, and yesterday even called
them (from the UK) to ask what was happening. I still haven't received my
licence - and have had no response whatsoever, despite telephoning.

Are these apogee guys o.k.? Does anyone have a working email address to
them so I can get this sorted - its only a matter of them sending me an
unlock file - I just don't get it.

Cheers

Nick

Reply to this Message

Gus - 26 Jul 2007 15:17 GMT

> Hi, I'm new to this group, but have a problem and wondered if anyone could
> advise:
[quoted text clipped - 14 lines]
>
> Nick

Apogee is a good, solid company with good customer service.

Unfortunately, the Rocksim unlock process is klunky at best.

I'm sure Tim will get back to you soon.

Reply to this Message

Nick Allen - 26 Jul 2007 15:35 GMT

Thanks Gus,

I've heard their customer service is normally good - but so far it's been
really bad. If you know Tim, could you drop him a line?

(I don't have any support contacts at all - because the damn thing isn't
registered yet ;-)

Thanks

Nick

>> Hi, I'm new to this group, but have a problem and wondered if anyone
>> could
[quoted text clipped - 23 lines]
>
> I'm sure Tim will get back to you soon.

Reply to this Message

Chris Eilbeck - 26 Jul 2007 18:18 GMT

> Hi, I'm new to this group, but have a problem and wondered if anyone
> could advise:
[quoted text clipped - 7 lines]
> happening. I still haven't received my licence - and have had no
> response whatsoever, despite telephoning.

Sounds very like the service I got when I ordered the upgrade from v5
to v6 and my credit card was charged three times. I contacted them on
several occasions with proof of these transactions and indeed they
contacted me to ask why I hadn't upgraded to v7 when it was released.
Despite forwarding the correspondence they had ignored previous, they
still did not refund me or supply the upgrade to v7 as recompense.

> Are these apogee guys o.k.? Does anyone have a working email
> address to them so I can get this sorted - its only a matter of them
> sending me an unlock file - I just don't get it.

Some people seem to have good customer service from Apogee. That's
not my experience. They'll never make another penny from me.

Chris

Signature

Chris Eilbeck
MARS Flight Crew http://www.mars.org.uk/
UKRA #1108 Level 2 UYB
Tripoli UK Member #9527 LSMR

Reply to this Message

The Rocket Scientist - 26 Jul 2007 19:23 GMT

> Hi, I'm new to this group, but have a problem and wondered if anyone could
> advise:
[quoted text clipped - 14 lines]
>
> Nick

I have had nothing but excellent service from Apogee. That being
said, I never bothered to upgrade past RockSim V7 as I have become a
bit of a Linux nut and don't really feel like reverse-engineering the
licensing scheme so it will run under Wine. I have never been
disappointed with Apogee's customer service. Tim cares about his
customers and likes to provide value for their business. I have been
using RockSim since v1.0 and have no complainrts.

Bill Sullivan

Reply to this Message

Nick Allen - 26 Jul 2007 19:53 GMT

Hi,

Thanks for your concern and help. It has now been resolved - 5 days after
buying the software.

It now works!

I have to say that, maybe my copying of my complaint to this newsgroup to
them speeded things up.

I still can't figure why:

1. it takes 5 days to send a licence by email

2. all my communications are ignored

They also claimed they had emailed me 3 times, and not got through - but I
received their order confirmation (WE HAVE YOUR MONEY!) absolutely fine!

Anyway - all resolved, and I'm sure Tim is a great bloke.

End

Thanks

Nick

> Hi, I'm new to this group, but have a problem and wondered if anyone could
> advise:
[quoted text clipped - 14 lines]
>
> Nick

Reply to this Message

Brian Elfert - 26 Jul 2007 22:09 GMT

>They also claimed they had emailed me 3 times, and not got through - but I
>received their order confirmation (WE HAVE YOUR MONEY!) absolutely fine!

Order confirmations often go through a completely different server than
emails from individuals.

My copy of Rocksim is so old I don't remember it requiring a license key.
I believe I had to wait for an old fashioned CD via the mail.

Remember that these rocketry companies are very small and often only hace
one employee. There are days off, vacations, sick days, and trips to
launches that can delay order shipment. Also, some of the owners still
have a day job that pays the bills.

Brian Elfert

Reply to this Message

Bob Cox - 27 Jul 2007 00:30 GMT

> Are these apogee guys o.k.?

The customer service from Apogee is normally outstanding. In most
cases, after placing an order I receive an order confirmation and
shipping confirmation within a few hours of ordering, and the package
usually arrives in a day or two. The following day I often receive a
personal follow-up message asking if I was happy with my order.

Unfortunately, their one weak link is usually the RockSim license
process. I have run into one form of difficulty or another every time
I have upgraded RockSim. Sometimes it was caused by the security
settings on my PC. Other times it was a balky server at Apogee.
Follow-up emails were often bounced or ignored by overly aggressive
spam filters. In all cases, after the initial frustration of getting
the license files set up, later software updates were quite painless.

-- Bob Cox

Reply to this Message

Model Forum / General / Rockets / July 2007

Rocksim