Has Anyone Had Problems with Wilco Pub?

[grouner]

________________________________________
I recently purchased the download of Wilco's 777. I had immediate problems with the program and contacted Wilco support. I want to publish the correspondence between Wilco and myself and allow the public to see the customer service I received. Unfortunately, you will have to read from the bottom up.


Mr. Goldman,

Your sentence of "Unfortunately, we can make an exception for you only" is unclear but by your tone I am assuming you meant can't, correct? I also don't understand the line of "(if a fix is required)"? What does that mean? Your technician found the fault so how could a fix NOT be required. I am really happy that you have sold thousands of this product. Why this had to be told to me I will never know. I also know that every once in a while something happens in production and some of the product is sent out faulty. I purchased, in good faith, your product expecting it to work as all the other I have purchased from you. The product did not work properly. I asked for help from your company to fix the program. I received a reply from your technician that they have duplicated the problem but he doesn't know when it can be repaired. Because I could not use your product and there was no time frame as to when a fix could be rendered, I asked for a refund. I receive your email stating no refunds as per the policy I agreed to when I purchased your product. I again explain my position about your product and the events leading up to my request for a refund. I now receive this last email with the line "if a fix is required"? I don't appreciate the tone, insinuation, and general overall lack of customer service from Wilco. I am being forced to accept your decision since you already have my money and apparently don't feel the necessity to stand behind your product nor even consider doing the right thing. The only avenue I have left is to publish this correspondence between us on all the Forums I can and allow the public to view your idea of customer service. You need not bother with sending me a fix for the 777 as I am removing your program and I will no longer support any Wilco product.

Gene Rouner


-----Original Message-----
From: Info - Wilco Publishing <info@wilcopub.com>
To: Gene Rouner
Sent: Mon, 30 Jun 2008 1:30 am
Subject: RE: Support Request Wilco - 777 - DOWNLOAD Product
Hi,

This product has been released 2 years ago and thousands of users enjoy it.
Unfortunately, we can make an exception for you only.
We will check the way we can fix this (if a fix is required).

Please let me know if you have any other questions, I'll be pleased to help you.
Best Regards,
Latest Releases :
Airbus Series Volume 2
737 PIC (FSX)

To get the latest in simulation news, subscribe at our NewsLetter at http://www.wilcopub.com

Fred Goldman
Wilco Publishing
info@wilcopub.com
http://www.wilcopub.com

-----Message d'origine-----
De : Gene Rouner
Envoyé : vendredi 27 juin 2008 15:09
À : Info - Wilco Publishing
Objet : Re: Support Request Wilco - 777 - DOWNLOAD Product
While I understand that, under normal circumstances, if the product was working and I was asking for a refund for any other reason other than being defective, I would not expect a refund. However, your company sold me a defective product. It does not work properly, it did not work properly right from the beginning, it has been acknowledged by one of your technicians as not working properly, and I have been told that no one knows when it can be repaired. I feel this is an exception to your "stated" policy that I agreed to when I thought I was purchasing a fully functional product. Again, it does not work and I feel I should be refunded. Please don't ruin a good relationship with me over this one defective product as I am sure you will have more new lines coming out that I would consider purchasing.
Gene Rouner


-----Original Message-----
From: Info - Wilco Publishing <info@wilcopub.com>
To: Gene Rouner
Sent: Fri, 27 Jun 2008 7:54 am
Subject: RE: Support Request Wilco - 777 - DOWNLOAD Product
Hi,

This will be checked with the developers to understand where the problem comes from.

Please note that download products are not refundable, as stated on our site and agreed by you.
Please let me know if you have any other questions, I'll be pleased to help you.
Best Regards,
Latest Releases :
Airbus Series Volume 2
737 PIC (FSX)

To get the latest in simulation news, subscribe at our NewsLetter at http://www.wilcopub.com

Fred Goldman
Wilco Publishing
info@wilcopub.com
http://www.wilcopub.com
-----Message d'origine-----
De : Gene Rouner
Envoyé : jeudi 26 juin 2008 15:55
À : Info - Wilco Publishing
Objet : Fwd: Support Request Wilco - 777 - DOWNLOAD Product
Please see the numerous correspondence below. I am now requesting a refund for the 777 product as it is defective and there does not appear to be a definitive date as to when it can be fixed. All of my purchase information is at the end of this email.
Gene Rouner


-----Original Message-----
From: Support Wilco <wilco.support@skynet.be>
To: 'Gene Rouner'
Sent: Thu, 26 Jun 2008 7:50 am
Subject: RE: Support Request Wilco - 777 - DOWNLOAD Product
All refund requests must be sent to info@wilcopub.com

Best regards,

Christophe Modave – Technical Consultant
Wilco Publishing
info@wilcopub.com
http://www.wilcopub.com


________________________________________
De : Gene Rouner
Envoyé : jeudi 26 juin 2008 14:43
À : wilco.support@skynet.be
Objet : Re: Support Request Wilco - 777 - DOWNLOAD Product

Well, after hearing this news, I would now like to get a refund. How will this be possible?
Gene


-----Original Message-----
From: Support Wilco <wilco.support@skynet.be>
To: 'Gene Rouner'
Sent: Thu, 26 Jun 2008 7:12 am
Subject: RE: Support Request Wilco - 777 - DOWNLOAD Product
It depend of the To Do list and where they can put that problem on the that list.

Best regards,

Christophe Modave – Technical Consultant
Wilco Publishing
info@wilcopub.com
http://www.wilcopub.com


________________________________________
De : Gene Rouner
Envoyé : lundi 23 juin 2008 13:39
À : wilco.support@skynet.be
Objet : Re: Support Request Wilco - 777 - DOWNLOAD Product

Sort of a good news bad news scenario. At least I know I am not crazy. Thanks for the effort. What next?
Gene


-----Original Message-----
From: Support Wilco <wilco.support@skynet.be>
To: Gene Rouner
Sent: Mon, 23 Jun 2008 4:46 am
Subject: RE: Support Request Wilco - 777 - DOWNLOAD Product
Kenneth,

I have reproduced the problem. I ask to the development team why the Transition is not take into account. We don’t know if the problem comes from the FMC or from the Navigraph AIRAC.


Best regards,

Christophe Modave – Technical Consultant
Wilco Publishing
info@wilcopub.com
http://www.wilcopub.com


________________________________________
De : Info - Wilco Publishing [mailto:info@wilcopub.com]
Envoyé : dimanche 22 juin 2008 08:24
À : Christophe - Support Wilco (E-mail)
Objet : TR: Support Request Wilco - 777 - DOWNLOAD Product


-----Message d'origine-----
De : Gene Rouner
Envoyé : samedi 21 juin 2008 2:55
À : Info - Wilco Publishing
Objet : RE: Support Request Wilco - 777 - DOWNLOAD Product
Christopher, I believe there is something wrong with the program as I still cannot program the CDU. I have uninstalled and reinstalled a couple of times. It won't allow me to even enter a takeoff runway from the route screen. If I enter say 07l for KLAS it takes me to the DEP page of KLAS and when I select 07l it shows as selected, I then select SIDS BOACH2 and attempt to select HEC but it won't show as selected. I then go to arrival and select the runway and the STARS and again it doesn't show as selected. I hit activate and enter and when I go to the legs screen nothing is there except the landing runway. This scenario is the same for any airport I am departing or arriving. The Sids/Stars appear as an option to select but it won't allow me to actually select them. I can manually select waypoints but, for the money I spent on this, I would like it to work properly. If I am doing something wrong, please tell me. I have your 737 program and the CDU works perfectly. Should the 777 program work the same way? I have read the manual for programming the 777 and the pictures don't even look the same for the CDU. Please help me with this or I will have no other choice but to ask for a refund. Don't get me wrong for I don't want a refund. I really want this plane to work and I have always enjoyed your other products. I have the 737, Airbus, and the 380 v2, all working perfectly.

Hopeful,
KRouner

-----Original Message-----
From: Support Wilco [mailto:wilco.support@skynet.be]
Sent: Thursday, June 19, 2008 2:55 PM
To: Gene Rouner
Subject: RE: Support Request Wilco - 777 - DOWNLOAD Product

Dear Sir,

Could you try with the default AIRAC provided with the 777?

To let us keep track of this e-mail, please reply without changing the
content. Thank You !

Best regards,

Christophe Modave – Technical Consultant
Wilco Publishing
info@wilcopub.com
http://www.wilcopub.com


-----Message d'origine-----
De : Info - Wilco Publishing [mailto:info@wilcopub.com]
Envoyé : mercredi 18 juin 2008 14:01
À : Christophe - Support Wilco (E-mail)
Objet : TR: Support Request Wilco - 777 - DOWNLOAD Product



-----Message d'origine-----
De :
Envoyé : mercredi 18 juin 2008 3:54
À : Support - Wilco Publishing
Objet : Support Request Wilco - 777 - DOWNLOAD Product




SUPPORT REQUEST
18-Jun-2008
------------------------------------------------------
Product = 777
Serial number =
Order number =
------------------------------------------------------
Name = Rouner
Surname = Kenneth
Adress1 =
Adress2 =
Zip =
State =
City =
Country = u.s.a.
Email =
------------------------------------------------------
Simulator version = flight simulator X
FSX Service Pack installed = FSX SP1 + SP2
Operating system = windows xp
Processor type = pentium DualCore
Processor speed = Q6850 @3 ghz
RAM = 4 gb
Graphic card manudfacturer = Nvidia
Graphic card name = GeForce 8800 GTX
Graphic card meory = 768
Soundcard = Soundblaster SB-X-FI
------------------------------------------------------
Version type : DOWNLOAD Product
Name of the related EXE File = 777_Modern_X10c
------------------------------------------------------
Problem description = The FMC does not allow me to select the sidsw stars or
waypoints from the depart/arrival screen. I can choose the runway but the
rest of the pages with sids disappear and if I do select a sid and I want to
select a waypoint it won't allow me to. If I use FSX flight planner all the
info is inputed correctly but when I attempt to enter the sid/star, nothing
shows up. I have just updated the navdata to 08/06. Any suggestions? Am I
making myself clear?
Many thanks

[davemead]

i hate to say it, but i think your quest for a refund is a lost cause, however it is unfortunate that the rep from wilco wither speaks poor English or has a cut-rate translator, i have a feeling that isn't helping matters.

[grouner]

I have pretty much given up hope of a refund. I just want the rest of the Sim community to know of my and any other person's issues with Wilco Pub. Hopefully, they can learn from my misfortune and not buy any of Wilco's product. Thank you for your comments and good call on their translator!

[CPSBruce]

I think you would've hard a tough time getting a refund from anywhere, not just Wilco. If this plane had been on a cd or dvd that could be returned it might be different, but you can't return a download or activation code. About all you can do is contact your credit card issuer and try a chargeback, but Wilco may try to fight it.

[azur]

I think you would've hard a tough time getting a refund from anywhere, not just Wilco. If this plane had been on a cd or dvd that could be returned it might be different, but you can't return a download or activation code. About all you can do is contact your credit card issuer and try a chargeback, but Wilco may try to fight it.

Regardless, some companies like Flight1 and some other software companies I know do offer it.

[csefton]

Makes me wonder with some payware companies if you are taking a risk because once the money has changed hands you are stuffed!

I think if they have sold 1000's of this product without any problems or complaints like yours then i cant see them refunding your money based on the limited complaints about the problem, but am sure a gesture of goodwill such as a free alternative product could have mediated in keeping a happy relationship alive......

To be truthful your complaint was:

FMC does not allow me to select the sidsw stars or
waypoints from the depart/arrival screen. I can choose the runway but the
rest of the pages with sids disappear and if I do select a sid and I want to
select a waypoint it won't allow me to. If I use FSX flight planner all the
info is inputed correctly but when I attempt to enter the sid/star, nothing
shows up. I have just updated the navdata to 08/06.

Given this is an integral component and accurate enjoyable facet of flying the 777 i feel that you had a very valid point and am sure they must of known about this problem during some point of their sales of this product....

given the fact this problem would probably take away enjoyment for many flight simmers pursuing accuracy then maybe Wilco need to take there customers more seriously..even if this is aminor component of the overall package...

If i remember they did release a service patch for the 777...think it was fs9 version...
The fs9 review i read said 'The FMC is good with MOST pages working. You can program your own waypoints via the FIX page and monitor progress via the PROGRESS page. The FMC will calculate V1, Vr, V2 and Vref, provided that the information is entered into the PERF INIT page; you also have PERF INIT REQUEST. Press the appropriate LSK and your weight and fuel figures are updated!'!

So the fs9 version had probs!

One can draw two conclusions here with the FSX version......

1. Wilco never knew about this problem because not many people using the 777 product bother to use the FMC accurately...(unlikely!).....

2. They knew about it but sales where so strong and complaints low they kept it quiet!


either way their reply to you does leave one a little concerned!.........

To be honest ...people being people..i bet not many have asked for a refund before!!! thats whats prob surprised them lol....

At lest it will keep them on their toes!

[SteveB]

I think you would've hard a tough time getting a refund from anywhere, not just Wilco. If this plane had been on a cd or dvd that could be returned it might be different, but you can't return a download or activation code. About all you can do is contact your credit card issuer and try a chargeback, but Wilco may try to fight it.

Correct me if I'm wrong, but aren't the CD installs the same as the downloaded? Or is the wrapper (assuming Wilco uses a wrapper like FlightOne) removed?

[tigisfat]

I have to side with the consumer. I know that I frequently do, but usually when someone's boiling mad about something, it's because hey got screwed. A thief that didn't get away with it isn't likely to contact support four thousand times and make angered posts on MSFS forums.

That being said, the developers with their deplorable business practices, vague customer service and false advertising are slowly sinking this hobby. It's only more proof of my theory about self-accountability that they are constantly blaming their woes on customers. When someone blames the customer it says a lot about themselves and their business.

This new age of internet business has created a horrible breed of people that are nearly infalliable. If most of these small MSFS companies were local stores, they'd have had their brains sued out by now. You can't sue someone if you don't even really know who they are.

The only self-protection scheme I've been able to come up with to keep myself from being burned is this: I don't buy half as many MSFS products as I used to. I'm tired of being lied to and ripped off---I'm tired of buying something that may or may not work right and dealing with standoffish people.

Good god, it's like buying illegal products from some crooked street vendor. They have what you want (jewelry or whatever) and you have to take a risk and try it. Don't you dare go and try to recoup your losses.

[drobson]

Well, I think it's time to lock this. I believe that there is a communication problem going on here, and not necessarily a bad vendor. And, locking it, will stop any more insinuations that this vendor is a thief.

Darrell