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Public Service Announcement: Done With Captain Sim  
User currently offlineLonghornmaniac From United States of America, joined Jun 2005, 3244 posts, RR: 45
Posted (5 years 1 month 6 days 1 hour ago) and read 10638 times:

I have continued to support Captain Sim, for many blue moons while they "develop" their 757. I've told many people over here about how awesome their product is...if it would just work. Well, I've had enough. Their customer service is, hands down, the worst I've ever encountered in any field. Their customer relations is downright awful, leaving us hanging for months at a time with NO updates at all. And on top of all of that, they fail to deliver a fully working product. I waited a year and a half for a working FMS. FS9 crashes if I try and change an altitude en route. They won't fix it. Their excuse: "We're no longer supporting FS9." Nevermind the fact that the f***ing product doesn't work, that doesn't matter. In their "support"/discussion forums, they EDIT the names of their competition!

If anybody wants a little more backstory, here is the post I made on their forum, soon to be deleted, along with any other criticism they receive. DO NOT BUY CAPTAIN SIM PRODUCTS! Do not buy CS if you want any semblance of support for it post-purchase (or even pre-purchase for that matter). There are many other FS companies out there that deserve your money, because they understand how to run a business. Those include Flight1 (their Super 80 is amazing!), Level-D, and of course PMDG. I'm sure there are others, too. You're better off downloading Project Open Sky's 757 for free than wasting your money on a plane that isn't finished, doesn't work. It had the potential to be one of the best add-ons ever. If it had been done by any of the three developers I mentioned, it would've been. It's a beautiful model, with great sound. It flies well, too. If that's all you're looking for, go ahead. Just don't expect if you ever encounter a problem for them to help you with it. This is what I wrote on their forum. It will be deleted, rest assured, because they're above any criticism, even much tamer than my most recent. I'm trying to get it spread out a little bit because with their business ethics (or lack thereof), they deserve to go out of business.

Enjoy:

Captain Sim,

Like many of us, I waited around extremely patiently for well over a year while you developed Blocks D/F, very eagerly awaiting their release. When they were finally released, I was really excited, as you might imagine. The plane was finally complete, so to speak, and us serious simmers could fly an absolutely beautiful add-on with the level of realism that we desire. Except that it really wasn't complete. The 2D panel was, for lack of a better word, a joke. Right and right rear views are still the same thing. Any 2D panel that doesn't include the throttles is just unforgivable. Suffice to say, enough people wrote in with that request that you included it in your first (and only, apparently) update. Naturally, of course, many of us were expecting that that would fix what is quite obviously the biggest problem with the entire plane, the CTD with the FMC. All of this comes with the announcement that the 2.1 will be the last update for FS9. Is it unfair to assume from a consumer's standpoint that with the last update, we will have a fully working plane?

You have stabbed us, your loyal customers, in the back, Captain Sim. We waited very patiently for Block F, which was a necessary part of the 757 for many of us. We waited, and waited, and waited, through what seemed like ridiculously long beta tests, and months without any new information because it wasn't "your policy, " and that it'd be ready when it's ready. As pitiful an excuse for not communicating with your customers as I thought that was, I continued to wait. I'd already invested a significant amount of money into this plane with the promise that it would be finished, and I wanted to see if you guys could deliver on your promise.

You failed. Failure with such a complex system is understandable and completely tolerable the first time, or even the second time. I'd be asking way too much to have a completely bug-free plane the first time. I have no problems waiting for service packs to come out. But to just abandon your loyal customers who waited for a year and a half, by using the cop out that "we're no longer developing/supporting FS9," is disgraceful. You failed to deliver a bug-less Block F, Captain Sim. Not only did you fail to deliver a bug-less Block F, you failed to deliver one with only MINOR bugs. The plane is NOT enjoyable the way it is currently. What good is an FMS if it dies on descent? You have a professional responsibility to continue working with it until you do, regardless of whether or not you want to continue supporting it. A patch is perfectly acceptable. I don't really care about any of the other bugs, honestly. I want to be able to fly my plane from DFW-LAX, and actually land it. The plane is, to be honest, the best looking plane I've ever seen constructed in Flight Sim from the exterior. If you put half the effort into your customer relations that you did with the external model, you'd be in an entirely different situation.

If you do not patch the FMS bugs for FS9, rest assured, I will never buy one of your products again. EVER. In addition, I will ask for a full refund of the entire plane, Blocks B, C, D, E, and F. I bought the plane with the promise of an FMS (which I can only assume to be usable), and I do not have it. From your language, it appears I never will. I have seen your alleged "customer service." Wrong forum. Wrong format. Please read the forum rules. Never once, even when doing things "your way," did I get so much as an acknowledgment that my request/problem was even received. What you guys fail to understand is, the customer is ALWAYS right. And with your complete lack of respect for your customers, you will continue to lose them. Until I have a fully-functioning Block F, I will continue to steer people away from CS, not because I believe you guys make bad products (quite the contrary, actually), but because you don't deserve peoples' business with your current business practices. What you have done is unethical. You feel as though you are above any criticism, which is why it's against forum rules to mention other software developers like other and other, who actually do things legitimately and LISTEN to their customers.

This post will get deleted, along with any other threads that have any negative commentary about the almighty Captain Sim, but maybe, just maybe, you'll read it before you delete it, and see what you've done, and why it's completely unfair to your customers...you know, the people that keep you in business.

So congratulations, Captain Sim. You've lost one customer. I suspect I'm not the first, and I can almost certainly tell you I won't be the last.

Regards,
Cameron

Edit: Oh my God. You actually edit Precision Manual's initials and "that 767 maker" out of your threads? How Orwellian.
.
.
.
Cheers,
Cameron

PS: if you want to see what my opinion of this company used to be, see here

3 replies: All unread, jump to last
 
User currently offlineNorthStarDC4M From Canada, joined Apr 2000, 2951 posts, RR: 37
Reply 1, posted (5 years 1 month 5 days 21 hours ago) and read 10616 times:
AIRLINERS.NET CREW
CHAT OPERATOR

Welcome back to the light side of Flight Sim Longhornmaniac :P

Honestly while i feel CS has some fine products I've completely given up on them. I gave up after the textures I created for the 757 started having issues SOMETIMES with their ACE installer. They kept emailing inquiries that it was my problem to fix. 20 customer emails get dumped on me, and yet I follow every single one of their guidelines, and I cannot replicate the problem at my end.

Emails to their "customer service" address go unanswered, ditto forum posts... and yet they reply to even more people to contact me to fix the textures?! And when i finally get an email from them it's a stripped down version of the instructions I quoted to them as I had followed and not working in the email I sent them... 3 months earlier. Replied to that and still no answer to this day well over a year later... oh and yet i get monthly emails telling me how great their C-130, 727, etc etc all are. Gah...

So... yup I'm done. I have a problem with their product that isn't consistent, that i can't verify and yet it's my problem to fix it with NO input from the developers... thanks CS, thanks for nothing.

They are about 2nd on my list now... 2nd to EFZED at the bottom of the list that is!



Those who would give up Essential Liberty to purchase a little Temporary Safety, deserve neither Liberty nor Safety.
User currently offlineQantas744ER From United States of America, joined Jun 2005, 1280 posts, RR: 4
Reply 2, posted (5 years 1 month 3 days 14 hours ago) and read 10504 times:

F**k them.

As a matter of fact i know that their sales have been very low lately which is why we see all these discounts at the moment. And their sales very low atm.

They always talk about their crap with an incredible ego. and then they release half finished products....

Smells like Wilco  Silly

Leo



Happiness is V1 in Lagos
User currently offlineZappbrannigan From Australia, joined Oct 2008, 247 posts, RR: 0
Reply 3, posted (5 years 1 month 3 days 9 hours ago) and read 10481 times:

Never used their products, but the whole way they went about it seemed wrong from the beginning, for me anyway. If I'm spending good money on an add-on aircraft, I want a completed, polished product - not the first 5 parts of a 9-part product, especially when the parts I'm buying aren't the bits I care about anyway (i.e. realistic avionics and systems simulation).

I probably sound like a covert company rep - but I can't go past PMDG - and I couldn't imagine spending $20-30 less for an inferior product, just cause it's a bit cheaper. The MD-11 documentation alone is worth the purchase price.


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