Gravy Posted July 4, 2015 Share Posted July 4, 2015 What are members experience with Hornby responding to the purchase of this package. The payment lodgement form states there should be an email received in 24-48 hours providing the activation code. In my case 4 days has elapsed with no response.A far from satisfactory outcome. Link to comment Share on other sites More sharing options...
RB51 Posted July 4, 2015 Share Posted July 4, 2015 I would check with them, by phone, as I got mine within a few minutes of payment. Doesn't sound right. DId you pay by card - can you check if payment has been taken? R- Link to comment Share on other sites More sharing options...
Gravy Posted July 4, 2015 Author Share Posted July 4, 2015 RogerI am located in Aus, will check the credit card payment. Dont believe distance is a logical excuse nor credit card processing time. Link to comment Share on other sites More sharing options...
pete007 Posted July 4, 2015 Share Posted July 4, 2015 I payed for mine at 14.00 Friday 3rd and still not got a email as yet was hoping it would come today.Peter Link to comment Share on other sites More sharing options...
walkingthedog Posted July 4, 2015 Share Posted July 4, 2015 Do they work weekends? Seem to remember the finish work 1300 on a Friday. Probably nothing to do with it but it might be. Link to comment Share on other sites More sharing options...
96RAF Posted July 4, 2015 Share Posted July 4, 2015 I suppose it depends on whether it is Hornby or Railmaster collecting the money and what happens then - do they pick the next authorisation code from a list or what or is it passed along for some other place to generate a code.. Link to comment Share on other sites More sharing options...
RB51 Posted July 4, 2015 Share Posted July 4, 2015 I bet when the warehouse opens again on Monday they will find the codes and all will be well. R- Link to comment Share on other sites More sharing options...
Nick_ Posted July 4, 2015 Share Posted July 4, 2015 Agree with Roger, I bet it's held up with all the other orders until the warehouse reopens next week. When I order my copy a few months ago the code came within the hour Link to comment Share on other sites More sharing options...
walkingthedog Posted July 4, 2015 Share Posted July 4, 2015 Of course I forgot about the reorganisation. I bet the staff are all tied up with that. Link to comment Share on other sites More sharing options...
St1ngr4y Posted July 4, 2015 Share Posted July 4, 2015 What are members experience with Hornby responding to the purchase of this package. The payment lodgement form states there should be an email received in 24-48 hours providing the activation code. In my case 4 days has elapsed with no response.A far from satisfactory outcome. Are you quite sure you gave the correct email address?Ray Link to comment Share on other sites More sharing options...
walkingthedog Posted July 4, 2015 Share Posted July 4, 2015 It does clearly state:As a result of this work we will not be able to ship any orders placed on the website after 11.59pm BST on Sunday June 28th 2015. We expect to begin shipping orders again from Monday July 6th 2015. Orders placed on the website during this period will be held and despatched as soon as the warehouse reopens - as a gesture of goodwill, orders will qualify for free UK shipping until normal service resumes (excludes pre-orders). Please select the FREE SHIPPING option at checkout.I reckon an order whether something to download or receive by post is an order. There obviously isn't anybody there or the system isn't working until Monday 6th July. Link to comment Share on other sites More sharing options...
Teedoubleudee Posted July 6, 2015 Share Posted July 6, 2015 Surely a software purchase should not require human intervention so long as the payment is accepted? I've bought loads of software via downloads over the years and it's up and runing in minutes, not days. Link to comment Share on other sites More sharing options...
Nick_ Posted July 6, 2015 Share Posted July 6, 2015 But as Hornby are installating a brand new stock management and despatch system as part of the warehouse re-organisation there won't be any automated (or manual) system running to dispatch the order either electronically or manually until the new system comes on line... Link to comment Share on other sites More sharing options...
walkingthedog Posted July 6, 2015 Share Posted July 6, 2015 Persactly Nick. If you order a download somebody has to OK it first. Link to comment Share on other sites More sharing options...
Michael_A Posted July 6, 2015 Share Posted July 6, 2015 I suspect they are not differentiating between physical and non phyiscal material orders, which in 2015 does seem crazy. But guess if they just have the one system for processing orders and its on a blackout due to reorginisation. Given the proactive statement on the forum it would be nice to actually clarify what orders are affected, and if that includes s/ware, then would be helpful to say so. Link to comment Share on other sites More sharing options...
walkingthedog Posted July 6, 2015 Share Posted July 6, 2015 As it's supposed to be back to normal today why not just wait and see. Link to comment Share on other sites More sharing options...
Teedoubleudee Posted July 6, 2015 Share Posted July 6, 2015 Persactly Nick. If you order a download somebody has to OK it first. Sorry WTD, I have to disagree with you on this one. If you download software and pay for it, then there is no need for anyone to "OK" it. However I do agree that the server with the software and ordering system on it has to be up and running 24/7.Hornby could have prevented this by using an external company to host the server. This is quite common practice these days. Link to comment Share on other sites More sharing options...
walkingthedog Posted July 6, 2015 Share Posted July 6, 2015 I learn something every day TWD. Thank you. I was beginning to think things were going to turn into a Black Friday delay frenzy but so far so good. Link to comment Share on other sites More sharing options...
Nick_ Posted July 6, 2015 Share Posted July 6, 2015 TDD, I think you're missing the point. Hornby's order procesing system is currently being replaced, theoretically coming back on-line today. So though the Website (presumably not hosted on the same servers as the order procesing system) is still live and accepting orders, Hornby (or the 3rd party who handles order processing for them) can't proceess any orders until the system is brought back on-line. Given that the only software that Hornby deal with is Railmaster, the Pro upgrade and Trackmaster it would seem unlikely that they would have a seperate order processing system just for their software products.To re-iterate, when I ordered RailMaster Pro earlier on this year the code was e-mailed to me within a few minutes of placing the order and once their order processing system is back on-line and any backlog caught up, I would expect the timing to be similar again . Link to comment Share on other sites More sharing options...
Gravy Posted July 7, 2015 Author Share Posted July 7, 2015 Well Hornby did finally respond 3 days after I placed my post. Considerable effort required to download the package using A Win 7 operating system, however finally cracked it. Link to comment Share on other sites More sharing options...
RB51 Posted July 7, 2015 Share Posted July 7, 2015 Good to hear Gravy - so it looks as though it was caught up in the re-organisation? R- Link to comment Share on other sites More sharing options...
Teedoubleudee Posted July 7, 2015 Share Posted July 7, 2015 TDD, I think you're missing the point. Hornby's order procesing system is currently being replaced, theoretically coming back on-line today. So though the Website (presumably not hosted on the same servers as the order procesing system) is still live and accepting orders, Hornby (or the 3rd party who handles order processing for them) can't proceess any orders until the system is brought back on-line. Given that the only software that Hornby deal with is Railmaster, the Pro upgrade and Trackmaster it would seem unlikely that they would have a seperate order processing system just for their software products.To re-iterate, when I ordered RailMaster Pro earlier on this year the code was e-mailed to me within a few minutes of placing the order and once their order processing system is back on-line and any backlog caught up, I would expect the timing to be similar again . I was unaware that the system was being replaced. I thought it was a case of them moving premises. Apologies. Link to comment Share on other sites More sharing options...
walkingthedog Posted July 7, 2015 Share Posted July 7, 2015 I take it you didn't read their notice TWD. You just can't get the staff. Link to comment Share on other sites More sharing options...
Teedoubleudee Posted July 7, 2015 Share Posted July 7, 2015 Reading notices is like reading instruction manuals to me WTD - last resort! ;-) Link to comment Share on other sites More sharing options...
SailorSam Posted July 25, 2015 Share Posted July 25, 2015 HI All, I ordered the Pro Pack this evening (Sat 25/7) only to be informed by RM that there is an "error verifying order submission" is this a usual thing at weekends if there is no one on the other end to process the order. Cheers Link to comment Share on other sites More sharing options...
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