Does anyone know what is up with Motifator Shop?

Bought the Vintage Keys yesterday - I missed the “5 minute” URL link but didn’t worry too much as they said a second link is sent via email with a confirmation of the purchase/receipt. However now it is the next day and still not a word from Motifator. All I have is a Paypal receipt from Paypal.

I even tried calling...no answer. As I am in Australia, no point in leaving a message.

Further, does anyone know if this “shop” even has staff on hand or is it all automated?

I might just go over to Paypal and lodge a non-delivery complaint and hold up the payment, that might jog someone into action…

pax_eterna - 12 December 2013 10:17 AM

I might just go over to Paypal and lodge a non-delivery complaint and hold up the payment, that might jog someone into action…

I had this happen to me to....
I ordered a couple of times from the shop!
I sometimes get an 5 minute link and sometime not!
Never got any mail with any link from em!

Mail em and you will get what you ordered!

I never got any answer on my questions to the shop of why it is this way.

not sure I will buy something more from this shop due to this!

thx....yeah I already emailed yesterday, no response! Phoned today - no response.

Not even an acknowledgement of the sale - apart from my standard notice from Paypal.

Well well, seems a lodging of a payment dispute may have done the trick...just got an email with a new download link and a reply via Paypal resolution centre…

So jobs right! Pity I had to go through hoops to achieve it though.

pax_eterna - 12 December 2013 10:57 AM

Well well, seems a lodging of a payment dispute may have done the trick...just got an email with a new download link and a reply via Paypal resolution centre…

So jobs right! Pity I had to go through hoops to achieve it though.

Usually when ordering via the web the confirmation mails with links etc are automatic.
But apparently not here...I also had to wait a long time for an response.
Seems this is the way the shop works!!

Hello Folks,

Before completely tearing us a new one perhaps you could give us the opportunity to respond - especially given the fact that the original poster lives many many hours adrift from us here in California.

Downloadable products are delivered automatically unless there is either a problem with your credit card or payment system, or you have a spam setting that blocks our responses (sadly spam is an ever-present problem for us all so this does happen from time to time).

While we do have offices and staff, yes, we are not necessarily able to be on 24 hour call. We do, however, respond to both messages and emails almost without exception ‘within’ 24 hours.

All this said, please bear in mind that, while we would love to be, we are not General Motors, or Apple. We are a small company offering extremely specialized support for a series of music synthesizers. We bend over backwards to provide a platform for help and support for people’s endeavors on the Motif, which is funded by selling items you see in the store.

We live in the real world and know (and suffer) how so many companies treat their customers nowadays (i.e. with complete disdain). But, actually, we don’t. We genuinely care and do our best to make sure you get a great service, a great deal, and great support. Is it foolproof? Of course not. But we would appreciate a little bit of slack before you decide to judge us too harshly - especially on a platform (this forum) that we provide to you at our expense and totally free of any charge to you.

To reiterate, all downloadable products are delivered instantly unless there is a ‘problem,’ most commonly with payment or spam settings / email. We also will respond to any issues relating to an order within 24 hours (and most times way sooner) unless the issue occurs on a Friday night in California! We will also make absolutely sure any issue with ordering a product or using that product thereafter is resolved immediately.

MM

MrMotif - 12 December 2013 11:02 PM

Hello Folks,

Before completely tearing us a new one perhaps you could give us the opportunity to respond - ......

......To reiterate, all downloadable products are delivered instantly unless there is a ‘problem,’ most commonly with payment or spam settings / email. We also will respond to any issues relating to an order within 24 hours (and most times way sooner) unless the issue occurs on a Friday night in California! We will also make absolutely sure any issue with ordering a product or using that product thereafter is resolved immediately.

MM

Thank you MrMotif for that (once again) explanation.

I have posted several times in the Forums, on the occasion of ‘non-instantaneous gratification complaints’...with regards to the Shop...to please have a little patience and let things get sorted out.

To everyone out there considering buying stuff:  These people are not walmart.com or amazon.com.  They don’t have a multi-million dollar budget for website performance!

Give them just a little break, and stop expecting state-of-the-art internet commerce...they are not exactly set up like the Big Boys!

If you have waited until the 11th hour to order your Library before your gig tonight...and haven’t received it in 30 minutes or less like the pizza you ordered this afternoon...well, shame on you.  Order your stuff earlier!

For the rest of us, give them a fair chance to make good!  I have NEVER seen a lingering or un-resolved thread or post where they have not made good!!

If you honestly think you must threaten them through PayPal to get resolution...well, it just shows you don’t really know the site very well!

Give them a break...you will get your stuff!

For the record:  I have absolutely no connection to this Forum or site other than I am a guy who owns a Motif and really appreciates all of the assistance and all of the resources offered here!

I always got what I ordered!! For me, the biggest issue with this is that I have not got any confirmation mail on any of my orders.
OK that it,s not instant but not even an week after.....??

Just to clarify, once a download order is placed and the payment processed, delivery of both a receipt and a link from which to get your download is instantaneous. If you don’t get either of these something has gone awry because it is an automated process. It is not dependent on someone idly shuffling through a pile of papers and wondering if they feel like dealing with.... mmm, this one!

As mentioned, no system is foolproof and while 99% of orders go through without a hitch and have done so for the past ten years, very occasionally our system may hit a snag, or, rather more commonly, our communication will simply get caught by a customer’s spam filter. This can get terribly frustrating but is just an unfortunate part of life online.

So, if anyone ever doesn’t receive an order right away please do call or email us and we will ‘then’ have to indeed re-send your order ‘manually,’ which we always do as speedily as possible. Simply waiting for an automated process to detect that you didn’t actually receive and successfully act upon the communication is sadly putting too much faith in our humble system.

The worst, worst case scenario is that an order placed (California time) on a Friday night that gets caught in a spam filter may not be fulfilled until Monday morning. But this is extremely rare. If this happens on more than one occasion then we will ask you give us an alternate email address.

MM

MrMotif - 12 December 2013 11:02 PM

Downloadable products are delivered automatically unless there is either a problem with your credit card or payment system, or you have a spam setting that blocks our responses (sadly spam is an ever-present problem for us all so this does happen from time to time).


To reiterate, all downloadable products are delivered instantly unless there is a ‘problem,’ most commonly with payment or spam settings / email. We also will respond to any issues relating to an order within 24 hours (and most times way sooner) unless the issue occurs on a Friday night in California! We will also make absolutely sure any issue with ordering a product or using that product thereafter is resolved immediately.

MM

No problem in this case, there was no email with a link to junk mail or any other mail, because being very experienced with online software sales I am VERY aware that at times these emails can go to a junk/spam mail folder so I make a point to check and double check ALL mail folders.

Again, in this case there were none!

Further this happened not on a Friday night but midweek, and more than 24 hours elapsed. To claim the time difference is a cop-out, as I do most of these in our early AM hours, from approx 4am onwards. Which is about 9am US west coast and just after lunch east coast.

No I got no response UNTIL you guys got a Paypal notice saying the funds were frozen until it was sorted. Now perhaps this was just co-incidence, but perhaps not. Amazing how withholding funds seems to jog businesses into action. It should not be so but these days it seems to be a fact of life.

Tell the truth I did expect this sort of defence, so I am not surprised by it. What is wrong with simply admitting the error and moving on?

Anyway, I have the product now, although I will think twice before going through it again.

pax_eterna - 12 December 2013 09:27 AM

I even tried calling...no answer. As I am in Australia, no point in leaving a message.

So you didn’t leave a message to alert them directly about the issue, but instead decided to start yet another “The sky is falling” squeaky wheel thread.

Interesting logic.

Way_ne - 14 December 2013 01:10 AM

So you didn’t leave a message to alert them directly about the issue, but instead decided to start yet another “The sky is falling” squeaky wheel thread.

Interesting logic.

To say the least…

I’m not surprised, given his recent exchanges with Bad_Mister. The voice mail deal was odd, as was missing the 5 minute window. Not withstanding preparing a rebuttal to their “defense”. I bet the shop’s diggin their $3.50 commission.

What does Pax Aeterna mean?

stoneb3 - 14 December 2013 08:01 AM

[...] What does Pax Aeterna mean?

Since you’re aware of that spelling, I’m sure the question was rhetorical.

I can’t speak for anyone else, but I’m not ready to “rest” in that manner.  :-)

Way_ne - 14 December 2013 01:10 AM

pax_eterna - 12 December 2013 09:27 AM

I even tried calling...no answer. As I am in Australia, no point in leaving a message.

So you didn’t leave a message to alert them directly about the issue, but instead decided to start yet another “The sky is falling” squeaky wheel thread.

Interesting logic.

Nothing interesting about it really - read the post I am in Australia, what is the point of leaving a message when the times they would be responding I would not be here, but rather at work?

Wastes their time and money trying to call…