Look, I appreciate the fact that you can't isolate the problem. I can understand that no two computers, or customers, or downloads, are going to be the same. I understand perfectly that 100 things have to work in sync. And you know what? That's YOUR job. Not mine, not the customers.
As you know, must customers downloading general internet products aren't internet whiz kids. Most can hardly find the space bar if it had blinking lights. Asking them to download is like asking them to go to a foreign country and no guide book. Asking customers to jump through hoops, and dazzle us with their internet brilliance by taking multiple actions prior to downloading is going to be a hard sell. In fact, that horse died at the starting gate. They are used to Amazon.com where it goes smoothly 99.9% of the time.
Most customers screw it up, granted. They don't bother reading download instructions. I have extensive download instructions in "Dummy-proof" screenshots to explain it, I have my email address for help in 3 different places, I have alternate download links, and STILL they automatically assume the VENDER is cheating them and the VENDOR is a scammer. This causes complaints to Google, PayPal disputes, credit card company disputes, bank disputes, charge-backs, negative forum posts, the list is almost endless. Trust me, I have been living this nightmare. Unfortunately, that's MY JOB.
And what really frosts your nuggets, is I have a quality product, I deal honestly with people, I go the extra mile ALWAYS for good customer service, and I have a business I'm proud of that took me years to build. The resulting ill will, if it was directed at YOU AND YOUR BUSINESS, would move you to take action, I guarantee it. These guys aren't joking...this is a problem that can ruin reputations!
But what really frost your balls is IT ISN'T MY FAULT!!!!! and I can't get the problem fixed! What bothers me the most is I COME OUT looking bad every single time.
I'm just sharing a little bit of the wealth of feeling I get with you. :+)
Now having said that, the problems have dropped off this week. I don't know why. But I also don't know why they dropped off before and then magically reappeared either.
Do you guys have enough bandwidth? Your servers overloaded? Certainly other download services providers MUST have the same problem then. (with FDM add-ons) How did they fix it?
But I love you guys...you know I do. :+)