Markus refund or Fix

[The Wolf]

Andreas knows. See above.

[OutS|der]

Originally Posted by Balldog

FWIW, I submitted a ticket the day after the early release and I still haven't gotten a response.

yes the lack of a response to tickets is dissipionting. I'm still waiitng for more word back fro my wrong country bug, sure it doesn't affect the gameplay but if my records and history always show canadian states wrong it ruins the realism and makes me not want to play it.
For now i'm stuck on 11 but i'll be asking for a refund soon to if it doesn't get fixed.

[Andreas Raht]

I tested the import from OOTP 11 with several leagues that where sent to me but it's hard to reproduce because it's obviously happening randomly with different countries...
Outsider, could you please send me the dat files of the OOTP 12 league with the wrong Canadian states and also the dat files of the OOTP 11 league where you imported it from? Probably comparing the two files will help me finding the bug. Did you create the OOTP11 league in OOTP 11? Or was it imported from an earlier version? Did you use customized nations or cities?

[RandyTiger]

Few people realize how support works here, so here's a little explanation from a support team member.

First of all, allow me to point out that we're a very small volunteer team. Most of the team have full-time jobs and families, which can mean they limited time to troubleshoot issues. We're not professional troubleshooters, we're just fans who love OOTP and want to help others enjoy the game. There's no step-by-step manual to cover anything, nor do we receive any specialized training.

Also, tickets are not assigned, they are chosen by team members. In a game as complicated as OOTP, with it's gazillion options and functions, it's hard to be knowledgeable about every single area, and if you don't know much about the area a customer is having trouble with, chances are, you're not going to want to get involved.

That being said, a lot of time is spent doing research on an issue - we look at the forums, the beta forum, the project (bug) forum... and sometimes we can't find an answer, leaving us to scratch our heads. Custom games are particularly tricky, because of all the options and permutations in the setup. The more complicated an issue is, the more time we spend searching... and sometimes, there isn't an answer, because it's a one-time thing caused by a computer hardware/software issue, or your dog sneezed and caused you to hit a key by accident, and so forth.

In addition, it's hard to diagnose a problem when the ticket submitter doesn't provide any information to work with. Vague complaints such as "clicking 'Advance to Next Day' results in a game crash"... how in the world are we supposed to know what's happening? What day are you on (are you in off-season, pre-season, spring training, regular season, at the all-star break (this is a particularly vexing issue with the Mac users), playoffs, arby period, and so forth), what were you doing just before the crash, what options do you have checked, what type of game you're playing (historical, modern quickstart, custom, an import from a previous version)... the list goes on. There are literally thousands of permutations, and without precise information... Time is wasted trying to extract that information from the ticket submitter.

But the core issue remains - we do not have enough staff, and not every issue can be resolved within 15 seconds. If you don't receive an answer to a ticket within 3, 4 days, reply to the ticket and nicely ask if you can get some assistance. Sometimes, tickets do get overlooked!

(Being nasty about delays isn't going to help matters any, and may even cause the ticket to be ignored completely. No one wants to work all day dealing with idiots, and come home to find his partner in a bad mood because your kid got into a fight or got picked up by the cops... and then go online to receive abuse from someone whose ticket wasn't answered fast enough to suit them!)

Please be patient, and if you don't receive an answer from someone within 3-4 days... nicely bump the ticket. We'll do our best to help you out!

[Balldog]

Thanks for the explanation but I still don't understand why after 1 month I cannot even get a response to my ticket. Once the point of the ticket system if its not going to be used properly, might as well just use the message boards. Maybe then someone will be so kind to take time out of their busy day to support my $40 purchase.

[RandyTiger]

Originally Posted by Balldog

Thanks for the explanation but I still don't understand why after 1 month I cannot even get a response to my ticket. Once the point of the ticket system if its not going to be used properly, might as well just use the message boards. Maybe then someone will be so kind to take time out of their busy day to support my $40 purchase.

What's the number? I'll see what I can do.

The software we use isn't exactly the easiest thing in the world to use, so your ticket is probably buried way down the list. We received quite a few tickets early on after release, so it probably got overlooked.

[Bowtie]

Originally Posted by Balldog

Thanks for the explanation but I still don't understand why after 1 month I cannot even get a response to my ticket. Once the point of the ticket system if its not going to be used properly, might as well just use the message boards. Maybe then someone will be so kind to take time out of their busy day to support my $40 purchase.

Balldog, here's what I don't understand. Why did you wait 1 month for a response? And then you have the guts to post an unnecessary rant here in the forum? I understand being patient with the support team but you should've posted a reply not more than 1 week or perhaps say 10 days later. I'm sure that the support team has been very busy dealing with other tickets and just maybe hadn't got around to your ticket. I'm not a member of the support team but I would think that some of these tickets take time to get solved. Ever think of that? It doesn't sound like it to me. Or like RandyTiger said, maybe your ticket got overlooked. If the later is the case, then it's your fault, not theirs because you allowed the oversight to go on this long. They can only be blamed for the oversight as long as it exists for a reasonable amount of time. You are the one who chose not to use the ticket system properly.

Bottom line: If you was as serious of wanting your $40 purchase supported as you claim then you should've spoke up much sooner than this. Like the saying goes, "speak up now or forever hold your peace."

Just my honest

[Balldog]

Originally Posted by RandyTiger

What's the number? I'll see what I can do.

The software we use isn't exactly the easiest thing in the world to use, so your ticket is probably buried way down the list. We received quite a few tickets early on after release, so it probably got overlooked.

KWK-511855

Originally Posted by STLCardinals29

Balldog, here's what I don't understand. Why did you wait 1 month for a response? And then you have the guts to post an unnecessary rant here in the forum? I understand being patient with the support team but you should've posted a reply not more than 1 week or perhaps say 10 days later. I'm sure that the support team has been very busy dealing with other tickets and just maybe hadn't got around to your ticket. I'm not a member of the support team but I would think that some of these tickets take time to get solved. Ever think of that? It doesn't sound like it to me. Or like RandyTiger said, maybe your ticket got overlooked. If the later is the case, then it's your fault, not theirs because you allowed the oversight to go on this long. They can only be blamed for the oversight as long as it exists for a reasonable amount of time. You are the one who chose not to use the ticket system properly.

Bottom line: If you was as serious of wanting your $40 purchase supported as you claim then you should've spoke up much sooner than this. Like the saying goes, "speak up now or forever hold your peace."

Just my honest

Are you serious? My point is if the support team doesn't respond to an issue it should be elevated to Markus, because at the end of the day it reflects poorly on him. After a week I was still trying to figure out how exactly to elevate the issue but there is no good way without just creating another ticket. That does not sound like proper use of the ticket system. I know how to use a ticket system we use one at work for IT issues.

After ten days I found a work around to get around my problem but it still does not work properly. Then I started a remodeling project in my basement and now I finally have some free time to play again. Now here I am a month later realizing that my problem has not been addressed or even acknowledged.

Had my issue been a game crasher you can be assured I would have elevated the lack of response a lot sooner. Since I have a work around, which is a pain in the butt, I haven't elevated it. However, to get no response for 30+ days is unacceptable in my opinion.

I don't expect the same kind of response I get from Brian (creator of FBB, FBCB), which is usually within a day he issues a patch, but I don't expect the same kind of response I would get from EA either.

[RandyTiger]

Balldog, I replied to your ticket. Please let me know if you did not receive the answer.

[playball335]

I wish I could write as eloquently as you!

Originally Posted by endgame

The big difference is those are companies, Markus is a man, trying to do the best he can with limited resources and often few thanks. Sometimes I'm at odds to say why he continues. He possesses either extremely thick skin, overwhelming passion, or decides what he wants to hear. Perhaps a little combination of all three, now and then, I'd suppose.



There's the word, and I won't deny they exist, but to my surprise, none of them really showed up here and what little defense of the game that was offered was astonishingly coupled with the defense of your right to express your disappointment. The only real objection was with the tone or style you elected to use in doing so. Voices do need to be heard, but not rants, outright disrespect, and/or false assumptions, let alone threats. A $30 or $40 investment is not an entitlement, it's a transaction. Method is usually the key determinant of response.

Glad you love the game, and passion can be the mark of contribution, but demands - at this level of investment - betray desperation and ill-thought means to achieve desired results. Frustrations happen. At those points, I still favor the zen, seek first to understand, then to be understood. Fidel, as well as anyone, practices that, and as a result is he was able to assist.

[Bowtie]

Originally Posted by Balldog

Are you serious? My point is if the support team doesn't respond to an issue it should be elevated to Markus, because at the end of the day it reflects poorly on him. After a week I was still trying to figure out how exactly to elevate the issue but there is no good way without just creating another ticket. That does not sound like proper use of the ticket system. I know how to use a ticket system we use one at work for IT issues.

After ten days I found a work around to get around my problem but it still does not work properly. Then I started a remodeling project in my basement and now I finally have some free time to play again. Now here I am a month later realizing that my problem has not been addressed or even acknowledged.

Had my issue been a game crasher you can be assured I would have elevated the lack of response a lot sooner. Since I have a work around, which is a pain in the butt, I haven't elevated it. However, to get no response for 30+ days is unacceptable in my opinion.

I don't expect the same kind of response I get from Brian (creator of FBB, FBCB), which is usually within a day he issues a patch, but I don't expect the same kind of response I would get from EA either.

Balldog, you still don't get it do you? Part of the issue of your ticket not being addressed is the support team's fault while most of it is still your fault. I am going to take it step-by-step to show you where you went wrong.

1. "After a week I was still trying to figure out how exactly to elevate the issue but there is no good way without just creating another ticket."
My reply: Why then didn't you ask here in the forum how to elevate a support ticket? There is a way. Take a good look at the screenshot below. The user can change the priority of his/her ticket. There is no need to create a separate ticket.

2. "Then I started a remodeling project in my basement....."
My reply: You chose to put the issue of your unaddressed ticket to the side so you could attend to your project. Is it their fault that you thought your remodeling project was more important than taking a few moments and asking some questions here in the forum?

3. "Now here I am a month later realizing that my problem has not been addressed or even acknowledged."
My reply: My oh my oh my. So what stopped you from taking a moment or two from time to time to check up on your ticket while you attended to your remodeling project? You see dude, you just admitted that you gave the ticket just as much a cold shoulder as the support team did. However, since you didn't even bother to ask questions here in the forum, the vast majority of the fault switched from the support team to you. This is a no brainer.

4. "However, to get no response for 30+ days is unacceptable in my opinion."
My reply: If it's so unacceptable then you shouldn't have given the issue of the unaddressed ticket such a cold shoulder. Perhaps you should have taken more time out of your busy schedule to attend to this matter, don't you think?

As I said before, speak up or forever hold your peace. IMHO, you have nothing to complain about.

[bosunmate]

Originally Posted by OutS|der

yes the lack of a response to tickets is dissipionting. I'm still waiitng for more word back fro my wrong country bug, sure it doesn't affect the gameplay but if my records and history always show canadian states wrong it ruins the realism and makes me not want to play it.
For now i'm stuck on 11 but i'll be asking for a refund soon to if it doesn't get fixed.

We don't have states in Canada we have Provinces..

[David Watts]

Originally Posted by bosunmate

We don't have states in Canada we have Provinces..

We promise not to hold that against you

[Balldog]

Your view is so far off centered, I think we can agree to disagree. I am a customer I should not have to chase around issues. I should not have to stop my remodel project, I wasn't online for 2 weeks, and get on here to chase an issue. Like I said I found a work around so it wasn't stopping me from playing the game.

You are right I chose to not push the issue, but that shouldn't excuse the lack of response. Randy responded to my ticket within 10 minutes of my post, the fix doesn't seem all that hard. It just appears to have been ignored or missed.

I have a job where I can chase issues and elevate them just fine, I shouldn't have to do so with a video game.

[Bowtie]

Originally Posted by Balldog

Your view is so far off centered, I think we can agree to disagree. I am a customer I should not have to chase around issues. I should not have to stop my remodel project, I wasn't online for 2 weeks, and get on here to chase an issue. Like I said I found a work around so it wasn't stopping me from playing the game.

You are right I chose to not push the issue, but that shouldn't excuse the lack of response. Randy responded to my ticket within 10 minutes of my post, the fix doesn't seem all that hard. It just appears to have been ignored or missed.

I have a job where I can chase issues and elevate them just fine, I shouldn't have to do so with a video game.

Balldog...

1. " I am a customer I should not have to chase around issues."
My reply: No crap there Sherlock. You wouldn't have had to chase the issue around if you would have done the right thing to begin with and that would have been to speak up. Oh wait. Next you're gonna tell me that your cat had your tongue, or shall I say your keyboard.

2. "I should not have to stop my remodel project,...."
My reply: Again, no duh. I never said you had to stop the project, now did I? But don't feed me any moldy bologna and tell me that you worked night and day for a full month remodeling your basement and had zero time for anything else.

3. "I wasn't online for 2 weeks, and get on here to chase an issue."
My reply: Now you tell us. So whose decision was it to stay offline for half of a month when you should have logged in once in a while to check the status of your ticket? Unless you have dial-up, logging in to check up on your ticket shouldn't take but a few minutes of your busy schedule. This is purely, strictly and entirely your responsibility. Would it have made any difference had support responded to your ticket? No. And why? Because you wouldn't have noticed. And why? Because you was "too busy" or just didn't give a damn.

4. "....I chose to not push the issue, but that shouldn't excuse the lack of response."
My reply: Hence, you have zero excuses for failing to do the responsible thing and respond yourself.

5. " Randy responded to my ticket within 10 minutes of my post...."
My reply: Randy responded to your ticket only because after hell and high water you finally did the one thing you should've done ice ages ago and you spoke up, right?

6. I wanted to save the best for last. "Your view is so far off centered...."
My reply: Not my view. Your view is. And why? Could it be that you're not the sharpest tool in the shed? IMHO, you're the dullest tool in the shed. The proof's in the pudding dude. You admitted that you wasn't online for 2 weeks. So for those 2 weeks it wouldn't have made a hill of beans difference whether they responded to your ticket or not. So you have to shave off at least 2 weeks worth of blame, if not more. So that now leaves not more than 2 weeks and, imho, that's not enough time to get bent all out shape about and half way demand a refund.

But to each his own I guess....

[CONN CHRIS]

This is pointless shouting at one another. Closing thread.