Redownload
From PMDG Ops
Contents |
PMDG Product Replacement Policy
PMDG changed our product replacement policy for download customers in early 2006. The new policy is outlined below:
How to replace a lost download product:
For the first 7 days, redownloads of a purchased product are at no cost to you!
After 7 days, if you purchased a product by download and have lost your backup copy, you may obtain a new copy from PMDG by following these instructions:
- Go to PMDG's Website and sign in to your eCommerce account.
- Review your previous orders and determine whether or not you have purchased "Extended Download Service" for the product you wish to redownload.
- If you do not have Extended Download Service, you must purchase EDS for the product you wish to redownload.
- If you already have Extended Download Service for that product, then email us at updateme@precisionmanuls.com and include:
- Your Name
- The name of the product you wish to redownload.
- The ORDERID for that software purchase.
Upon receiving your email, we will review your order to ensure that you have purchased Extended Download Service for that product, then forward to you a renewed download link.
Make a Backup Copy!
How Long Will this Take?
Our standard Technical Support Policy for answering email applies. We do our best to answer within 24hrs, but occasionally this may take longer depending upon the travel schedules of our technical support team!
Why is PMDG Charging a Fee?
Historically, PMDG has been awarded recognition by customers and media organizations for our high level of customer support. As our customer base has grown, the number of redownload requests received by PMDG has grown considerably. At times we may answer in excess of 150 such requests in a single day and this places tremendous strain on our ability to provide technical support in a timely fashion.
Upon reviewing our Customer Support workload, we found that since we were not charging the 25% replacement fee stipulated by our End User License Agreement, customers were failing to back up their copies and relying upon PMDG to provide extra copies at our expense. Thus we debated implementing the 25% fee, but felt that this was a cost significantly out of line with our sense of fairness.
As such, we have implemented a $3.95 per product Extended Download Service charge. As PMDG grows, we do our best to ensure that the product quality and service we have always provided remains an important part of the PMDG Customer Experience. The unfortunate side of our product popularity is that occasionally we must change some of our "older" policies to reflect the reality of growth!
