General Category > General Discussion
Bought GSX Pro right before the discount
jeremytm:
I purchased maybe 3 or 4 days before the new discounts.
Is there any chance you'd please consider refunding me part of the price? Or am I just unlucky? :-[
I had actually contacted support for a full refund as I didn't realise the product was still so bumpy given the price. However, if I'm able to keep it with the discount price that would be a nice compromise and a kind gesture of good faith.
Captain Kevin:
By your logic, should they refund everyone else the discount.
virtuali:
--- Quote from: jeremytm on July 14, 2023, 10:53:32 am ---I had actually contacted support for a full refund as I didn't realise the product was still so bumpy given the price. However, if I'm able to keep it with the discount price that would be a nice compromise and a kind gesture of good faith.
--- End quote ---
Let's set the facts straight:
- you contacted support because you thought the product was "bumpy given the price", with a bullet list of exactly 5 points you "assumed" where GSX issues.
- you have been immediately replied to (your email came about midnight of July 9th, you have been replied to at 7:12 in the next morning), with a proper answer, clearly explaining that, of your 5 bullet points, 4 or them were caused by not having read the manual, because they all asked things very well known, ALL with an answer in the manual:
1) the toolbar menu supposedly having to be clicked twice, because you didn't use the hotkey or the x icon to close it.
2) the "gate too small" message, which GSX has so many ways to deal with it.
3) you thought the GSX menu closing automatically after a making choice was a bug.
4) GSX asking to turn off the engines because you called it too late after taxiing when you are already inside the parking radius.
The 5th point in your list of "bugs", said "vehicles drivers through themselves", which sometimes can happen, and of course you have been given the suggestion that, this issue could be greatly reduced when using a GSX airport profile, pointing to a place where you could find many.
You never answered to this email, so I could only guess you accepted the explanation that, out of 5 issues, 4 of them were caused by not having read the manual, and the last one could be improved a lot by using profiles.
And, it's not even true you "contacted support for a full refund". I'm quoting your own words here about it:
--- Quote ---Perhaps you can help me with these issues. But if not I would like to please and kindly request a refund.…
--- End quote ---
This, to me, seems to indicate you only wanted a refund in case we failed to help you with these issues. You never replied about this to say the help you got wasn't satisfactory enough, so you wanted to go ahead with your refund request.
Instead, you took came here, knowing well it's absurd asking for a refund with the reason there's no a Sale (everybody buys a full price "before a sale", that's how sales works...), so you use the argument you already discussed a refund, without saying you wanted in case we couldn't help you ? Sorry, no.
Sales can happen at any time, if we said that a Sale discount could be applied retroactively to users that bought something, let's say, 24 hours before, we would still get complains about somebody bought it the 25 hours, asking for an exception, but would this be fair to those that bought it 26 hours before ? Clearly, there's only ONE way to deal with this, and it's very simple: respect the Sale terms precisely, no exceptions.
jeremytm:
Sorry for the delayed response. I thought I'd get an email when people respond directly to a thread I created, just based on defaults from other forums.
--- Quote ---By your logic, should they refund everyone else the discount.
--- End quote ---
Oh no not at all, just people who recently purchased it. Sorry for the misunderstanding.
It's not uncommon for companies with "customer centric" approaches to allow people who recently purchased a product to receive a partial refund or store credit. Amazon does this for example. Apple customers are eligible to receive a refund for the price difference if the product they purchased drops in price within a specific period (usually 14 days) after the purchase. Target and Walmart have similar policies.
In the gaming world it's also fairly common for certain companies (like Steam and EPIC) to ensure customers feel safe when purchasing their products, making refunds easy if a user is disappointed with their purchase.
My own company operates this way too.
--- Quote ---you have been immediately replied to
--- End quote ---
I haven't received any emails in response, either to acknowledge receipt of my request nor any official reply. I sent direct from my email client to your support address so the gmail address you have for me must be correct. I have checked spam.
I received an email to alert me of new posts in the discounts forum though, so my ability to receive emails is ok.
--- Quote ---1) the toolbar menu supposedly having to be clicked twice, because you didn't use the hotkey or the x icon to close it.
--- End quote ---
This one is confusion on my end. I believe this was due to the //42 Flow menu. They recently released an update and I no longer need to click twice. I was led to believe it was the fault of GSX because all the other menu items worked fine on first click. My apologies for the mistake here.
--- Quote ---2) the "gate too small" message, which GSX has so many ways to deal with it.
--- End quote ---
There may be a bug here. Of the many ways to deal with it, I have tried ticking the "Ignore wingspan when parking" option. However I still get the call-out "too small for this aircraft" including when selecting a parking spot after landing, despite this option being checked. I'm expecting to be told it is just my mistake or a misunderstanding here though.
--- Quote ---3) you thought the GSX menu closing automatically after a making choice was a bug.
--- End quote ---
My apologies. I didn't realise it was supposed to close after an action is selected. Even after popping-out into it's own window for easy access next time, the window just goes black. If this is intentional then I understand but I'd add a feature request that if the user has opened in an independent window that it remain available, if for no other reason than to meet a basic expectation of UI experience.
--- Quote ---4) GSX asking to turn off the engines because you called it too late after taxiing when you are already inside the parking radius.
--- End quote ---
I was still on a taxi-way quite far away from the terminal about half-way between end of runway and the main terminal apron, and the park was far end of the terminal at a large airport. If this is a feature then I stand corrected, but I must say as far as user-experience goes, the inability to simply open the GSX Pro menu at any point can feel jarring.
--- Quote ---The 5th point in your list of "bugs"
--- End quote ---
I will add a new one to the list:
- The volume controls for the voice announcements don't seem to have any effect. I have set both volume sliders to the lowest (just to cover all bases) and the main voice is still loud.
While we're here just a query: Is there any way to do multiple grounds services at the same time? e.g. boarding + catering at the same time, or is it all one-at-a-time?
I get I made some mistakes and had some misunderstandings, but I stand by the opinion that the overall experience does not justify the full price. The things that are common complaints but are really "features" should be communicated to the user better in-game to help mitigate perceived problems. Just my opinion.
jeremytm:
I must say overall, the tone of response here by both the developers and your community has felt rather aggressive and almost hostile, condescending at least.
I was (and remain, with fixes) very excited to buy and use GSX Pro, and I had hoped, perhaps a little naively that 10+ months after launch a lot of the early bugs reported by others and in various YouTube videos had been fixed.
I concede I didn't read the 100 page manual, because I thought—admittedly mistakenly—that I could get a basic level of quality out of the box. I can't emphasise enough how big of a difference a few carefully placed messages, helpers and warnings in-game would make to aleviate things for both users and developers.
I gently suggest you guys check out the recent interview with the developers of BeyondATC for an excellent approach to user-experience.
I should mention I looked for a trial, and despite certain forum posts saying a trial was available if I already owned one of your other products—which by definition means it's not really a trial if I have to pay—I could not find any official confirmation of this.
I would strongly urge you to provide a genuine/free trial to users so they can get a proper understanding of what they are buying. You are very confident in your product so I would hope this would be an easy decision and could lead to more sales.
As a fellow game developer I know it's hard, and what you guys are building must be exceptionally so.
Thank you for taking on this challenge. GSX Pro is objectively a net-positive for the flight-sim community. Overall I am still excited about this product and really look forward to purchasing again if you do decide to grant a refund or the discount, or if your decision remains "sorry, no" then I accept this and look forward to continued fixes and improvements.
Based on your responses, I can only assume you must deal with a lot of people who deserve the tone of response you gave. For that I am sorry, and it was not my intention to come across that way.
I'm just a customer who recently got back into flight sim, got excited to purchase your product and give it a chance despite the warnings, and genuinely felt disheartened with the experience I received given the price I paid. If I am wrong here, I apologise.
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