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My Army Builder Hell

  • Thread starter Thread starter andrew_nickerson_uk at ya
  • Start date Start date
A

andrew_nickerson_uk at ya

Guest
I've recently had the misfortune to try and purchase Army Builder
License Version. After paying for it with a valid credit card, and
then receiving the email, I thought all was well. But after 96 hours
of waiting, I am still yet to receive my license.

Not a problem, I thought. I'll just email the license@wolflair.com
address after 12 hours, and they'll treat is as "top priority" as
specified in the only email - an automated one - I've received.

Top priority? What I got wasn't "top priority". I've now sent 4
emails. The last two emails of which I've sent to every address I can
find. Do I get any word back whatsoever? None.

"So just get the CD version instead", I hear everyone tell me. That -
to me - is not an option. The total cost of packaging and such to the
UK would cost me well over £40. And being a student a University, £40
is not something I can splash out.

Not to mention the fact that there is already the outstanding charge
of £20 on my credit card, which according to my electronic statement
has already been charged.

So, my point for posting here is simple: I'm desperate. I dont know
what to do, and am on my last resort. I can't afford to phone them
either, as on my mobile phone it would cost a fortune to ring the US,
which leaves only my email. Can anyone suggest a way I can get this
sorted, in a way that will prove cost effective?

Thanks,
-Andrew Nickerson


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----- Original Message -----
From: "andrew_nickerson_uk" <andrew_nickerson_uk@yahoo.co.uk>
To: ab@support.wolflair.com
Sent: Tuesday, September 02, 2003 4:35 AM
Subject: [AB] My Army Builder Hell


I've recently had the misfortune to try and purchase Army Builder
License Version. After paying for it with a valid credit card, and
then receiving the email, I thought all was well. But after 96 hours
of waiting, I am still yet to receive my license.

Not a problem, I thought. I'll just email the license@wolflair.com
address after 12 hours, and they'll treat is as "top priority" as
specified in the only email - an automated one - I've received.

Top priority? What I got wasn't "top priority". I've now sent 4
emails. The last two emails of which I've sent to every address I can
find. Do I get any word back whatsoever? None.

"So just get the CD version instead", I hear everyone tell me. That -
to me - is not an option. The total cost of packaging and such to the
UK would cost me well over £40. And being a student a University, £40
is not something I can splash out.

Not to mention the fact that there is already the outstanding charge
of £20 on my credit card, which according to my electronic statement
has already been charged.

So, my point for posting here is simple: I'm desperate. I dont know
what to do, and am on my last resort. I can't afford to phone them
either, as on my mobile phone it would cost a fortune to ring the US,
which leaves only my email. Can anyone suggest a way I can get this
sorted, in a way that will prove cost effective?

Thanks,
-Andrew Nickerson
-------End original message-----

Well, one thing I would suggest is that you be patient. There are a lot of
circumstances in place that you may not be aware of, and therfore don't take
into account.

1: Lone Wolf Development is not exclusively in the business of developing
and supporting Army Builder and Card Vault. The company is a freelance
consulting firm working in the computer industry as well, and this is
actually the major portion of the company's revenue. Therfore, any
consulting projects that Rob and company may have on their plates have to
come first.

2: This last weekend was a major holiday weekend here in the states. If you
contacted the company any time after friday afternoon (our time,) it is
highly unlikely that it's even been seen yet.

3: This was also the weekend of one of the biggest SF/Fantasy/Gaming
conventions in the US, and there is the possibility that the staff of Lone
Wolf may have been there. If so, add at least one day to either end of the
weekend for travel time (California to Georgia, and back.)

In other words, please be patient.



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--- In armybuilder@yahoogroups.com, "Chris Beilby"
<christopherbeilby@c...> wrote:
>
> ----- Original Message -----
> From: "andrew_nickerson_uk" <andrew_nickerson_uk@y...>
> To: <armybuilder@yahoogroups.com>
> Sent: Tuesday, September 02, 2003 4:35 AM
> Subject: [AB] My Army Builder Hell
>
>
> I've recently had the misfortune to try and purchase Army Builder
> License Version. After paying for it with a valid credit card, and
> then receiving the email, I thought all was well. But after 96 hours
> of waiting, I am still yet to receive my license.
>
> Not a problem, I thought. I'll just email the license@w...
> address after 12 hours, and they'll treat is as "top priority" as
> specified in the only email - an automated one - I've received.
>
> Top priority? What I got wasn't "top priority". I've now sent 4
> emails. The last two emails of which I've sent to every address I
can
> find. Do I get any word back whatsoever? None.
>
> "So just get the CD version instead", I hear everyone tell me.
That -
> to me - is not an option. The total cost of packaging and such to
the
> UK would cost me well over £40. And being a student a University,
£40
> is not something I can splash out.
>
> Not to mention the fact that there is already the outstanding charge
> of £20 on my credit card, which according to my electronic statement
> has already been charged.
>
> So, my point for posting here is simple: I'm desperate. I dont know
> what to do, and am on my last resort. I can't afford to phone them
> either, as on my mobile phone it would cost a fortune to ring the
US,
> which leaves only my email. Can anyone suggest a way I can get this
> sorted, in a way that will prove cost effective?
>
> Thanks,
> -Andrew Nickerson
> -------End original message-----
>
> Well, one thing I would suggest is that you be patient. There are
a lot of
> circumstances in place that you may not be aware of, and therfore
don't take
> into account.
>
> 1: Lone Wolf Development is not exclusively in the business of
developing
> and supporting Army Builder and Card Vault. The company is a
freelance
> consulting firm working in the computer industry as well, and this
is
> actually the major portion of the company's revenue. Therfore, any
> consulting projects that Rob and company may have on their plates
have to
> come first.
>
> 2: This last weekend was a major holiday weekend here in the
states. If you
> contacted the company any time after friday afternoon (our time,)
it is
> highly unlikely that it's even been seen yet.
>
> 3: This was also the weekend of one of the biggest SF/Fantasy/Gaming
> conventions in the US, and there is the possibility that the staff
of Lone
> Wolf may have been there. If so, add at least one day to either
end of the
> weekend for travel time (California to Georgia, and back.)
>
> In other words, please be patient.

Dear Sir,
I had no idea that such events were taking place, living in the UK.
But then, if these things occur, it might be an idea to get the
automated email - that states that the code should come "within 12
hours" and that it is "highly unlikely" to take longer, and that if
it doesn't, send an email to an attached address where the missing
license will take "the highest priority" - altered to suggest a
longer time allowance.

I do apologise about seeming haughty and indignant, it's just
following the advice of the email, I was under the impression that to
receive no license and no emails back in such a time was a little
irregular. Again, my apologies.


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No worries Andrew. We're all adults here. :-)

But, I can tell you, based on activity with other gaming communities that I
am involved with, all is dead UNLESS you are at this convention. You are
not alone.

I do agree, they should have changed their automated response for the
weekend, but in their excitement over the convention, they likely forgot.

It is a good product and worth the wait, I can assure you of that.

Bear in mind, this code will be 'linked' to your current computer. So if
you decide to format your computer in the future, you will have to get the
code renewed. If I remember correctly. I bought the CD so I wouldn't have
to worry about that eventuality.

Cheers and 'chin up'.
________
--Pr0fane
--Dark Age Demo Teams Coordinator
--Dark Age Data Files Maintainer
-----Original Message-----
From: andrew_nickerson_uk [mailto:andrew_nickerson_uk@yahoo.co.uk]
Sent: September 2, 2003 10:16 AM
To: armybuilder@yahoogroups.com
Subject: Re: [AB] My Army Builder Hell


--- In armybuilder@yahoogroups.com, "Chris Beilby"
<christopherbeilby@c...> wrote:
>
> ----- Original Message -----
> From: "andrew_nickerson_uk" <andrew_nickerson_uk@y...>
> To: <armybuilder@yahoogroups.com>
> Sent: Tuesday, September 02, 2003 4:35 AM
> Subject: [AB] My Army Builder Hell
>
>
> I've recently had the misfortune to try and purchase Army Builder
> License Version. After paying for it with a valid credit card, and
> then receiving the email, I thought all was well. But after 96 hours
> of waiting, I am still yet to receive my license.
>
> Not a problem, I thought. I'll just email the license@w...
> address after 12 hours, and they'll treat is as "top priority" as
> specified in the only email - an automated one - I've received.
>
> Top priority? What I got wasn't "top priority". I've now sent 4
> emails. The last two emails of which I've sent to every address I
can
> find. Do I get any word back whatsoever? None.
>
> "So just get the CD version instead", I hear everyone tell me.
That -
> to me - is not an option. The total cost of packaging and such to
the
> UK would cost me well over £40. And being a student a University,
£40
> is not something I can splash out.
>
> Not to mention the fact that there is already the outstanding charge
> of £20 on my credit card, which according to my electronic statement
> has already been charged.
>
> So, my point for posting here is simple: I'm desperate. I dont know
> what to do, and am on my last resort. I can't afford to phone them
> either, as on my mobile phone it would cost a fortune to ring the
US,
> which leaves only my email. Can anyone suggest a way I can get this
> sorted, in a way that will prove cost effective?
>
> Thanks,
> -Andrew Nickerson
> -------End original message-----
>
> Well, one thing I would suggest is that you be patient. There are
a lot of
> circumstances in place that you may not be aware of, and therfore
don't take
> into account.
>
> 1: Lone Wolf Development is not exclusively in the business of
developing
> and supporting Army Builder and Card Vault. The company is a
freelance
> consulting firm working in the computer industry as well, and this
is
> actually the major portion of the company's revenue. Therfore, any
> consulting projects that Rob and company may have on their plates
have to
> come first.
>
> 2: This last weekend was a major holiday weekend here in the
states. If you
> contacted the company any time after friday afternoon (our time,)
it is
> highly unlikely that it's even been seen yet.
>
> 3: This was also the weekend of one of the biggest SF/Fantasy/Gaming
> conventions in the US, and there is the possibility that the staff
of Lone
> Wolf may have been there. If so, add at least one day to either
end of the
> weekend for travel time (California to Georgia, and back.)
>
> In other words, please be patient.

Dear Sir,
I had no idea that such events were taking place, living in the UK.
But then, if these things occur, it might be an idea to get the
automated email - that states that the code should come "within 12
hours" and that it is "highly unlikely" to take longer, and that if
it doesn't, send an email to an attached address where the missing
license will take "the highest priority" - altered to suggest a
longer time allowance.

I do apologise about seeming haughty and indignant, it's just
following the advice of the email, I was under the impression that to
receive no license and no emails back in such a time was a little
irregular. Again, my apologies.


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[Non-text portions of this message have been removed]


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Contact your credit card company, tell them this charge is in "dispute".
Note, you must use this word.

They should then freeze it and it at least gives you a breathing space to
sort everything out.

Cheers, Martyn
--
TombWorld4 --> http://pages.eidosnet.co.uk/~mrobs/

----- Original Message -----
From: "andrew_nickerson_uk" <andrew_nickerson_uk@yahoo.co.uk>
To: ab@support.wolflair.com
Sent: Tuesday, September 02, 2003 9:35 AM
Subject: [AB] My Army Builder Hell


I've recently had the misfortune to try and purchase Army Builder
License Version. After paying for it with a valid credit card, and
then receiving the email, I thought all was well. But after 96 hours
of waiting, I am still yet to receive my license.

Not a problem, I thought. I'll just email the license@wolflair.com
address after 12 hours, and they'll treat is as "top priority" as
specified in the only email - an automated one - I've received.

Top priority? What I got wasn't "top priority". I've now sent 4
emails. The last two emails of which I've sent to every address I can
find. Do I get any word back whatsoever? None.

"So just get the CD version instead", I hear everyone tell me. That -
to me - is not an option. The total cost of packaging and such to the
UK would cost me well over £40. And being a student a University, £40
is not something I can splash out.

Not to mention the fact that there is already the outstanding charge
of £20 on my credit card, which according to my electronic statement
has already been charged.

So, my point for posting here is simple: I'm desperate. I dont know
what to do, and am on my last resort. I can't afford to phone them
either, as on my mobile phone it would cost a fortune to ring the US,
which leaves only my email. Can anyone suggest a way I can get this
sorted, in a way that will prove cost effective?

Thanks,
-Andrew Nickerson


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At this point, your license materials should be waiting in your inbox.
Since you brought this issue up here on the AB group, I believe a public
explanation is in order. I'm still scrambling to get things fully sorted
out on this end, so I'm going to keep this relatively brief. If more
explanation is needed, please ask.

1. Lone Wolf Development is a tiny company. There are three of us that do
most everything. Anything to do with the servers is handled solely by me.
2. Support is handled by the developers and sales staff. And I believe we
do a good job with support, based on the regular kudos we receive from
users who contact us for support.
3. Given that this was a major holiday weekend here in the States during
which many conventions are held, we were attending such a convention. Given
our tiny size, attending a convention usually means everyone goes.
4. Over the weekend, we had a major power outage in our offices that took
down the licensing server. By major, I mean that the outage lasted longer
than the two-hour backup power supply on the server could handle.
5. I returned LATE last night, barely conscious due to lack of sleep, and
didn't check the servers until today.
6. Once the problem was recognized, it needed to be corrected, along with
pouring through logs to verify what was/wasn't messed up due to the
problem. Then I set about correcting things. Finally, I started notifying
people that had been impacted, such as yourself, including an appropriate
explanation.

This situation was definitely an exceptional case due to the combination of
a few non-standard occurrences. We were out of town at a convention plus a
major power outage hit that exceeded the limits of the precautions we'd put
into place to handle such things (i.e. the backup power supply). License
problems ARE responded to with top priority when reported to
license@wolflair.com. Everything else was put on hold as soon as I returned
to the office and discovered the problem. But the unique circumstances of
this past weekend threw a wrench into the works regarding how quickly "top
priority" could be. If there hadn't been a convention requiring us to be
out of town, it wouldn't have been a problem. If the power outage had been
less than 2 hours in length, it wouldn't have been a problem. But both
occurred during the same period, and we couldn't address it until finding
out about it when we returned. :-(

Everything is now operating smoothly again. Your license materials should
have been received a few hours ago. And my fingers are crossed that we
won't end up with bad timing like this again anytime soon. :-)

Hope this explanation helps,
Rob


At 08:35 AM 9/2/2003 +0000, you wrote:
>I've recently had the misfortune to try and purchase Army Builder
>License Version. After paying for it with a valid credit card, and
>then receiving the email, I thought all was well. But after 96 hours
>of waiting, I am still yet to receive my license.
>
>Not a problem, I thought. I'll just email the license@wolflair.com
>address after 12 hours, and they'll treat is as "top priority" as
>specified in the only email - an automated one - I've received.
>
>Top priority? What I got wasn't "top priority". I've now sent 4
>emails. The last two emails of which I've sent to every address I can
>find. Do I get any word back whatsoever? None.
>
>"So just get the CD version instead", I hear everyone tell me. That -
>to me - is not an option. The total cost of packaging and such to the
>UK would cost me well over £40. And being a student a University, £40
>is not something I can splash out.
>
>Not to mention the fact that there is already the outstanding charge
>of £20 on my credit card, which according to my electronic statement
>has already been charged.
>
>So, my point for posting here is simple: I'm desperate. I dont know
>what to do, and am on my last resort. I can't afford to phone them
>either, as on my mobile phone it would cost a fortune to ring the US,
>which leaves only my email. Can anyone suggest a way I can get this
>sorted, in a way that will prove cost effective?
>
>Thanks,
>-Andrew Nickerson


---------------------------------------------------------------------------
Rob Bowes (rob@wolflair.com) (559) 658-6995
Lone Wolf Development www.wolflair.com


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If you opted to do this, please verify that the license materials you
received are working and then contact the credit card company again to let
them know the matter has been resolved. Otherwise, it will just be more
paperwork and hoop jumping for all of us to get it sorted out. :-)

Thanks, Rob

At 11:03 PM 9/2/2003 +0100, you wrote:

>Contact your credit card company, tell them this charge is in "dispute".
>Note, you must use this word.
>
>They should then freeze it and it at least gives you a breathing space to
>sort everything out.
>
>Cheers, Martyn


---------------------------------------------------------------------------
Rob Bowes (rob@wolflair.com) (559) 658-6995
Lone Wolf Development www.wolflair.com


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