Just need to let you folks know that....

Hi everyone.  Just need to let you all know that I noticed lately that sometimes, download files, which are SUPPOSED to be almost instant, have been taking a while to show up in your inboxes.  As far as I can tell, it seems to be an intermittant delay between PayPal receiving your payment and telling our servers that the payment is complete and it is OK to send the files.  I SUSPECT that it has to do with the busy times of the day.  There is only so much processing power and computers only do one thing at a time.  They just usually do it darn fast.  So, there is nothing wrong, just intermittant delays.  Most have been a few hours, but I did have one of over 24 hours.  You should still expect your download links to show up in moments, but if they don’t, please be patient.  Worst case, lets say a file gets totally lost.  All you have to do is send us an email and we will send the file manually.  You don’t have to get upset.  I had one customer, who’s first response was to to threaten to report us to just about any regulatory agency he could think of and to smear us on Facebook.  Well, had he waited an hour, yes, one hour, he could have saved himself a bunch of anxiety over a $3.95 order.  I think, by now, most of you know we have a reputation for taking care of our customers.  We value you all greatly and will continue to do so.  Thankyou for your business and support.

Comments

[Dave]

it does point to a typical things we have to deal with that make this a difficult thing sometimes. we aren't always treated as friends . some customer assume the worst and that does take a toll on us.

[Roger]

Don't buy a lot from you but have had problem once where seemed to go astray after I'd paid might have been something I did or just fact that I live in England so long way for file to come still quicker than have CD sent. Only complaint I have with download system is too easy to buy things, got more kits than space and your still producing ones I think I can't do without.

Anyway thank you for all your hard work

[Jerry]

Two times I waited over a day before I contacted you. I enclosed a copy of the paypal receipt & you promptly sent the kits manually. The brothers want you to remain happy customers...just exercise some patience. Things happen.