What Good Is a Technical Support Forum?

[dangarion]

What good is a technical support forum if those that support the game don't respond timely to support requests?

I've waited patiently for 5 months for a response to TWO support tickets and never one had a response from the powers that be. How is this good business? I post in the bug thread and never get a response. I post in the "Technical Support" forum and never get a response. Why do these tools of support exist if they aren't going to be used? I realize that OOTP is pretty much a 2 man shop, but that doesn't mean you can just wash your hands of providing support of the product you are selling.

This is becoming frustrating because I want to support OOTP, I enjoy the game and for the most part it does everything I want a Baseball Sim to do, but the lack of support on the two issues I've documented makes no sense. The fact that no effort is even made to provide support to open tickets confuses me. How are we supposed to trust that you when you can't hold up to your end of the deal?

I've opened the following tickets.
WXG-405989 on 28 Apr 2012 12:27 AM (which someone mysteriously put on hold??!?)
JLY-387548 on 05 May 2012 6:52 AM

I followed YOUR directions for getting support as stated HERE in this forum in this thread http://www.ootpdevelopments.com/boar...l-support.html

I've also posted about these issues in the Technical Support Forum.
http://www.ootpdevelopments.com/boar...rts-error.html
http://www.ootpdevelopments.com/boar...ml#post3351757
http://www.ootpdevelopments.com/boar...ml#post3335186

If you are too swamped with support requests well maybe instead of releasing a game every year you should work on perfecting the game and offering actual technical support every other year...

[ukhotstove]

Have to 100% disagree, over the years I've posted three support tickets and had all three replied to within 24 hours.

[ukhotstove]

Infact just looking back the last support ticket I posted was sorted out on the 27th December 2010, most companies I've dealt with wouldn't even answer your complaint during Christmas let alone sort it out. Sorry to hear about your problems but their batting 1.000 whenever I have a problem.

[Honorable_Pawn]

[The Game]

Do any other games, namely Madden, MVP, MLB:The Show even have a forum to respond to when one has issues?


Have you followed up with anyone on these tickets or just continue to rant about them? To my knowledge most of the people who handle the support forum are other members like ourselves, so they don't work for OOTPD. Not all of them may have enough knowledge to fix the problem and the issue gets passed along to Markus or Andreas and if they can't replicate the issue then it may become a non issue. Now SQL and stuff like that, no clue.

[dangarion]

Originally Posted by The Game

Do any other games, namely Madden, MVP, MLB:The Show even have a forum to respond to when one has issues?


Have you followed up with anyone on these tickets or just continue to rant about them? To my knowledge most of the people who handle the support forum are other members like ourselves, so they don't work for OOTPD. Not all of them may have enough knowledge to fix the problem and the issue gets passed along to Markus or Andreas and if they can't replicate the issue then it may become a non issue. Now SQL and stuff like that, no clue.

I'd be more than happy to follow up with ANYONE about the tickets if I had even been contacted about them. But that's the issue, I've done my part and now I'm waiting. It's too late for the game to be fixed (I realize that), but if the issue is a setting or something that I can resolve I'd still like to be contacted with how I can resolve the problem.

[Bowtie]

Hi Dan,

I just checked your two tickets and to my surprise they both are assigned to Andreas Raht. I have no clue as to why he did not follow up on these tickets. The only suggestion I can think of would be for you to send him an email and kindly ask him why he never replied to the tickets. I am truly sorry your issues got ignored. I will pass along your concerns about Tech Support to the other members of the Tech Support Team. There is simply no excuse for any ticket nor any post in the Tech Support Forum and/or Bug Forum to be ignored. Even though the development of OOTP 13 is over, those of us in Tech Support must continue to monitor the two forums and respond to issues posted there. To email Andreas: andreas@ootpdevelopments.com

Now to everyone:

OOTP Tech Support consists of a very small group of volunteers. As of today, there are only 3 members (myself included). And many of us either have family, work and/or health issues that may limit the amount of time we can spend responding to customer's issues and/or Community members issues. We do strive to respond to all issues in a timely manner, which a vast majority of time is within 48 hours. Even with that said, if you have submitted a ticket and it has had no response within say 48 or perhaps 72 hours (3 days), kindly bump up the priority of the ticket or kindly add a User reply to the ticket. Also, as correctly pointed out by The Game, we are not employed by Out of the Park Developments. And if we can not reproduce the issue(s) we pass them along to Development and then its up to them as to when the issue(s) will get looked at and possibly fixed.

Also, FWIW, in the past couple of months, we have experienced issues with the ticket system. Issues ranging anywhere from it bringing old dead tickets back to life to creating phantom tickets. And yes, it even hid some tickets from us for days at a time. Now the good news. After maintenance was performed, the system appears to be issue free. I have asked the other members of the Tech Team if they have had any issues and no issues reported back.

We hope the above explanation helps everyone understand the circumstances in and about the Tech Support Team. However, if you still have any questions or comments please feel free to ask me or our head of Support (old timer). To send a PM to old timer: http://www.ootpdevelopments.com/boar...o=newpm&u=2289. To send a PM to me (Bowtie): http://www.ootpdevelopments.com/boar...=newpm&u=29386

Thanks and have a great weekend!

Old Timer + Bowtie

[dangarion]

Thank you.

Originally Posted by Bowtie

Hi Dan,

I just checked your two tickets and to my surprise they both are assigned to Andreas Raht. I have no clue as to why he did not follow up on these tickets. The only suggestion I can think of would be for you to send him an email and kindly ask him why he never replied to the tickets. I am truly sorry your issues got ignored. I will pass along your concerns about Tech Support to the other members of the Tech Support Team. There is simply no excuse for any ticket nor any post in the Tech Support Forum and/or Bug Forum to be ignored. Even though the development of OOTP 13 is over, those of us in Tech Support must continue to monitor the two forums and respond to issues posted there. To email Andreas: andreas@ootpdevelopments.com

Now to everyone:

OOTP Tech Support consists of a very small group of volunteers. As of today, there are only 3 members (myself included). And many of us either have family, work and/or health issues that may limit the amount of time we can spend responding to customer's issues and/or Community members issues. We do strive to respond to all issues in a timely manner, which a vast majority of time is within 48 hours. Even with that said, if you have submitted a ticket and it has had no response within say 48 or perhaps 72 hours (3 days), kindly bump up the priority of the ticket or kindly add a User reply to the ticket. Also, as correctly pointed out by The Game, we are not employed by Out of the Park Developments. And if we can not reproduce the issue(s) we pass them along to Development and then its up to them as to when the issue(s) will get looked at and possibly fixed.

Also, FWIW, in the past couple of months, we have experienced issues with the ticket system. Issues ranging anywhere from it bringing old dead tickets back to life to creating phantom tickets. And yes, it even hid some tickets from us for days at a time. Now the good news. After maintenance was performed, the system appears to be issue free. I have asked the other members of the Tech Team if they have had any issues and no issues reported back.

We hope the above explanation helps everyone understand the circumstances in and about the Tech Support Team. However, if you still have any questions or comments please feel free to ask me or our head of Support (old timer). To send a PM to old timer: http://www.ootpdevelopments.com/boar...o=newpm&u=2289. To send a PM to me (Bowtie): http://www.ootpdevelopments.com/boar...=newpm&u=29386

Thanks and have a great weekend!

Old Timer + Bowtie

[StyxNCa]

It's a known bug.