04SEP13 - YOU HAVE AN ORDER PROBLEM? Read me...

[rsrandazzo 6,353]

Captains-

 

When brought the PMDG 777-200LR/F online for sales tonight, we made one minor mistake that took a bit of fumbling around before it was resolved.

 

At risk of a boring explanation:  We left the web server "throttled" to it's normal day-to-day setting that we use to keep our bandwidth throughput low on the web server.  We (I am using the collective "we" here!) so rarely change that setting that, as we were bringing everything live, it was completely forgotten until our chief Tech said, "Did we update the....ooooh... I know what this is."

 

At any rate- this is why you don't run with scissors...

 

Okay- so for about 90 minutes we had a server desperately trying to keep it's nose above the waterline- and it caused a bunch of orders to get processed incorrectly.  These orders were easily identified because they either had no download link, no license key, or both were missing.

 

We have had an all-hands effort going since 2130Z to go through and find/fix the orders hat were impacted.  (Not all of them, mind you, just a portion...)

 

This included answering tickets nearly all night, while someone else fed information into the support team fro the forum and other venues.

 

IF YOU ARE STILL MISSING A DOWNLOAD LINK OR A LICENSE:

 

There is currently only one way to get help with it:  visit our support system at http://support.precisionmanuals.com

 

If you do not have an account, create one.  Log in, open a ticket and let us know that you need us to check your download link.  Once of us will get to you just as quickly as we can.  (All of us will be working all day wednesday after catching a bit of sleep.)

 

Please do not post here- as the people who are in a position to help you won't see your request here...  Just follow my instructions and we'll get you set up!

 

 

IF OUR SHOPPING CART SYSTEM TELLS YOU THAT YOUR ORDER IS UNDER SECURITY OR UNDER REVIEW:

 

What this means is that you have tried to place more than one order for the 777.  We set the cart up to not allow multiple orders during this peak time because we have some knuckleheads who like to hit the purchase button a half billion times, without realizing that each time they do- they are padding our account at their expense...  Well- truth be told, the only people making money on duplicate transactions are the card processors who charge us for the purchase, the duplicate purchase(s) and the refund(s). 

 

Hence we put this method of blocking duplicate transactions into place.  I will loosen it a bit later on Wednesday- once we know things have calmed down a bit and the hyperactive purchasers have had time for the coffee to leave their system.

 

If you get swept into this holding pattern, simply go to our support site, and open a ticket.  One of us will review your account and your purchase transactions to ensure that you only get charged one time.

 

Okay- that should cover everyone for any purchasing concerns- thank you for your patience as we digest the server hiccup from immediately after release.

 

Things are humming along nicely now- and we'll get anyone who got skinned knees patched up shortly!