Atomic Systems

Hi All,
I had a problem with the B2E scenario pack, I just could not activate it. I spent a few days emailing Simon, trying different things, but to no avail.
So, today after both of us admitting defeat, they credited my account with the amount I paid for the pack.
I cannot praise Just Trains enough for all their help in trying to sort this problem. Also I think it was very good of them to give me a refund.
A great company, who look after their customers.

Have to echo this statement!

Over Christmas I managed somehow to go through the whole 'buying a 67' process on the JT site without noticing that in my basket was, in fact, a class 153 which I already owned!!

A Phil Rogers sent me a reply on Dec 28th (whilst they were actually officially closed) to let me know that they had credited my account with the appropriate loyalty points and so I was able to add a small sum of money to this and eventually purchase the correct product.

Fat-fingers and too much holiday over-indulgence on my part; FANTASTIC customer care on their part. Top people @ JT...

And another echo from me, JT are just brilliant!

I had the same.
I couldn't activate a product after a few attempts and few emails exchanged with customer support.
I gave in and sent an email offering to buy the product again to prove it was a genuine purchase and not someone who was concocting a story just to get a refund.
The moment I sent the email, an email arrived from JT customer support, original purchase wiped and new replacement item ready and waiting for me to download or I could choose to cancel the purchase and get a full refund.

Caring, efficient and trusting thier customers

Well done JustTrains/Just Flight

Indeed, always found JT to be first rate.

B

Have to disagree here gentlemen. JT products ARE excellent I wish to make that clear! However, my experience of their customer service is less than poor.

To explain; I purchased their Class 67 advanced with car carriers on 13th December to take advantage of the 20% Christmas discount they were offering. On installation into RW I found that all the sounds worked perfectly with the exception of the in-cab engine sound (outside engine sound no problem). On the 15th December, I raised a support ticket asking for assistance with the problem. Waited 2 days (their reckoned response time 24hrs) No reply! Waited a further 2 days.. still no reply. Ok says I, I shall try again ... sent another request for assistance (rather terse I must add). Got a reply from a chap named Martyn asking me to send a DXDiag report for him to take alook at. This was duly sent on, the 20th December, together with a full explanation of my problem. Again no acknowledgement of receipt etc.

Christmas and New Year came and went .... obviously I allowed for the holiday period .... and on 4th January I sent a rather plaintive email asking if any progress had been made on solving my problem. Once again, here we are saturday 7th January and no reply from Just Trains! So for me, the Just Trains customer service experience is non-existent.

I am sorry to have to post here in this forum, but I do believe that a member of the JT support team reads and posts here fairly regularly, so in a desperate effort to get my query recognised, I have posted here!

At this point, I would just say, up until now, I have NEVER had a single problem with any Just Trains (or indeed Just Flight) product in the past. I have many add ons from the `Just` stable both for RW and Flightsim and purchase them, because I feel the products are very high quality and I also think the `Just Rewards` points system is an excellent way to reward loyal customers. This therefore, is NOT a rant at JT, just a gentle prod in the ribs for some assistance.........????

Thanks for reading,

John

Have you tried the update posted on their website? It says it only applies to purchases made before 12 December, but since yours was so close to that date they still might have been distributing the old version to new purchases.

While the JT products I've purchased have been good, I have different feelings toward JF/JT's sales policy for two reasons.

The first is that they charge the full VAT-inclusive price to people in non-VAT countries, which means an extra 19% of pure profit for them whenever I make a purchase. I would be inclined to purchase from them more often if they stopped overcharging me, at the moment it's only viable when they have a 20% off sale, when the price for non-VAT people comes down to 1% off.

The second is that I prefer the approach of Steam having lower prices overall to the Just Rewards scheme. Why not just make things easier by dropping the points scheme (and the extra admin work with it) and charging a lower price, and during promotions offer discounts instead of double reward points?

Hello,

Yes, the update on the JT site was in fact, the first thing I tried, but alas to no avail. Tried re-installation, and re-installation again Still no joy. Just for the hell of it, I even tried a verify cache (you never know, it might have worked!) I`ll just have to be patient now and see if my post will help towards someone from JT contacting me

I feel your pain over the VAT issue, as I am a British expat retired now and living in Thailand. It does somewhat irk me that anything I buy from the web, not only in regard to RW but also other software I purchase is subject to UK vat taxes. However, I am not sure that this is something that they can change easily. I really don`t understand the UK tax laws relating to purchases from outside the country ... so I may well be talking out of my smoke pipe

Thanks for the advice anyway, and hopefully I`ll see some resolution to my problem soon. I certainly hope so, because, along with the Thomson class 455 the JT Class 67 is up there amongst my favourite pieces of software in all of Railworks

regards,

John

Simple answer if you don't like the prices don't buy from them, nobody forces anyone to buy from anywhere if they don't like the price.

From recollection UKTS charges the same price anywhere in the world. For countries outside the EU who do not pay VAT additional premium access is added to offset the VAT - a process that the accountant tells us is sound and one that customers from the CD ordering seem to like.

I have got to say that i am not having a very good experience with JT customer services at the moment either. Again, i too am having a problem with the '67' advanced. I have the boxed version, as given the choice i always prefer a hard copy. Anyway, i installed it fine, but i found that the variable wiper speed switch would not work. I wasn't overly bothered about it, so i left it. then came the update, and i thought that this might solve my problem, and it did.....sort of!

I could now turn the wiper speed knob, but when i cam to actually turning the wipers on.....nothing, not a sausage! So i thought that maybe an un-install and fresh re-install might do the trick...how wrong i was! The product had now decided that it couldn't find my RW installation at all. Time for customer services i told myself, so i duly opened a support tick with them, explaining my two problems. Now granted, they did reply but in that reply they only gave me advice about my installation problem, (which did the trick) but my wiper problem was never mentioned. So, again i e-mailed asking about the wipers, but as of yet i have had no reply, so until it is sorted, i will not use their '67', and i am a bit miffed because it wasn't the cheapest add-on that i have bought for RW! Plus JT seem to be answering one or two questions on farcebook.

Having said all that, i have never had a problem with JT before, and i am by no means slating them, i just want my wipers to work!! . I have all of JT's RW products except for their steam engines (not really a steam fan) and their Totham route, and i will continue to purchase their add-ons as i think they are of top quality!

Cheers
Terrone.