Customer Service is a problem !

Grandbudda · 06-08-2015, 08:16 PM

Ootp has a wonderful game and I absolutely love it. Having said that I've had two recent issues with ootp's hired out customer service people. Back in March I tried to buy ootp16 and had a problem buying the game and getting running. It turned out that all I needed to do was get a download manager so I did that and got the game. But if I didn't find out from a friend they would have lost a customer. My second experience is still going on, I had a problem with our league advancing because of an error message. The support people at ootp did fine, but it took me over 24 hours to get to them and when customer service delivered the product they didn't know how. He could use Dropbox, didn't know how, I couldn't access their FTP server which isn't designed for customers. Finally I suggested file zilla and he sent me the file eight hours later. The file didn't upload properly so I had to now go back and start over !! THIS SUCKS ! !

ra7c7er · 06-08-2015, 08:38 PM

Not really sure I understand what the issues are here?

You computer didn't have a download manager to install the game?

24+ hours to get a reply on a support ticket is pretty standard and for most companies would be considered good. Not an issue.

I have no clue what any of the rest means. You had a problem with your league and were getting an error message. I get that part but what were they sending you back? I'm going to guess you sent them your league files and they fixed the error. But if you uploaded your league files for them to fix you could have used the same FTP server to get the files back so you shouldn't have had any issue getting them back.

A bit of clarification might be helpful for any of us to try and help you otherwise if you're just blowing off steam it might be best if this thread is deleted or locked.

Also you're the only person I've seen have downloading issues with the game and since it's happened multiple times perhaps it's something on your end and not OOTP that has the problem there.

Sorry I couldn't be of any more help but I'm not really sure what you're trying to get at with this.

Grandbudda · 06-08-2015, 09:14 PM

I don't know how many ways to say it so I'm going to say it slowly. Ootp support is fine. The people that they use for customer service absolutely suck ! If you have a customer that needs hand holding until you get his problem resolved then you need to hold his hands. You can't blame the customer for not being computer savvy

msupoke · 06-08-2015, 09:23 PM

I have not had that experience, as I have always used other users to help me fix problems. However, you are absolutely right that they need to walk customers through issues. If they are not doing that, then there is a serious problem.

Grandbudda · 06-08-2015, 09:35 PM

The customer service people are not good and they are ruining an otherwise great brand in my opinion. Needs to be addressed because it's changed in the past six months or so and not fr the better !

Padreman · 06-08-2015, 10:33 PM

Hold your hand? Do they have to take you to the bathroom too?

msupoke · 06-08-2015, 11:32 PM

Quote:

Originally Posted by Padreman

Hold your hand? Do they have to take you to the bathroom too?

Do they let go of his hand in there?

Kent814 · 06-08-2015, 11:54 PM

Apparently not

NoOne · 06-09-2015, 12:08 AM

the guy is frustrated, don't throw gas on a fire.

if it's obvious to you, consider it a rhetorical:

from what i understand, all the clients must be the same update.

if the league event list doesn't match something on the schedule that day, it might not advance. double check just in case. i removed the all star game on the league event list, but i did not delete the game from the league schedule -> my game would not advance.

if you have a recent backup see if that one will advance - not sure if you can do this offline for an online league...? or whatever to determine if it works.

something isn't jiving with schedule/settings/whatever that's for sure.

msupoke · 06-09-2015, 12:11 AM

I was not intending to mock the OP. I get his frustration. Padreman egged me on. Blame him.

Padreman · 06-09-2015, 12:16 AM

I will be the scapegoat

jpeters1734 · 06-09-2015, 12:59 AM

Quote:

Originally Posted by Grandbudda

I don't know how many ways to say it so I'm going to say it slowly. Ootp support is fine. The people that they use for customer service absolutely suck ! If you have a customer that needs hand holding until you get his problem resolved then you need to hold his hands. You can't blame the customer for not being computer savvy

nope, still said it too fast. Didn't catch it

NoOne · 06-09-2015, 01:04 AM

Quote:

Originally Posted by msupoke

I was not intending to mock the OP. I get his frustration. Padreman egged me on. Blame him.

will do...

Get the pitchforks and torches! Rabble! Rabble! Rabble!

i appreciate that more than a "thanks, mom" reply

Kent814 · 06-09-2015, 01:40 AM

Love the south park reference

The Game · 06-09-2015, 03:24 AM

Why do people buy a computer game but don't understand semi basic PC tools in 2015? You don't have to be an expert but Google explained FTP to me fairly easily.
While i have not needed to upload any files to customer service in 2 years they do their best but they are slow at times depending on the issue.

GoodOlKevin · 06-09-2015, 05:00 AM

This has to be a clown post

TC Dale · 06-09-2015, 06:37 AM

Let's keep on subject please, and not attack the person that was the OP. If people continue to not follow the posted rules, warnings will be issued.

These are just a few that are not being followed.

Trolling - Don't post controversial, inflammatory, irrelevant or off-topic messages with the primary intent of: provoking other users into an emotional or disciplinary response, or otherwise disrupting normal on-topic discussion.
Making Users, Especially Newcomers, Feel Unwelcome - Just try to be nice to others and if you just can't then just steer clear of them.
Posting Deliberately Insulting Content - Insulting others isn't productive and it will not be tolerated.

Appreciate that some folks trying to be helpful.

After this post if there is content by posters that do not follow the posting guidelines, you are subject to a warning and other disciplinary actions.

Thanks.

Ile · 06-09-2015, 07:21 AM

I think OOTP Developments are, and that us the fans should be, happy about reaching a market segment of less experienced computer users/gamers. A baseball lover shouldn't have to go through trouble to be able to experience the best baseball game on the market.

That said, and I don't know that much about OOTP Developments, I think it's hard to get/expect customer service similar to what we may experience if we contact our bank or other major companies. But it's still important that everyone involved listens to feedback such as this with the right mindset. It's never fun to get criticised, and I imagine it's even harder when it's a smaller company. But they're never gonna be able to improve anything if we try to quiet the critics. At the end of the day, people pointing out flaws is the biggest contribution towards improvements - no matter what aspect of the game it may concern.

Lou Gehrig · 06-09-2015, 09:54 AM

Today's "Customer Service" no way resembles the definition from years ago.
Sadly, excellent customer service has now taken it's place with the dinosaurs.

r0nster · 06-09-2015, 10:19 AM

would help if he would explain WHAT the error was and what was he doing at the time of the error. That's whats missing here. Also would help with what settings you name it. Just saying I get an error and not saying what the error tells us nothing. I am a technician in a different field and I can see your frustrated. Next time you might want to write down the error(possibly code) and at what point your doing something. Allow tech support a period of time to work on it. I have had an issue that is so out in left field and unusual that it took time. Even for the professionals.

OOTP support is all Aces in my book. Even the people on the forums are terrific help even when I draw a blank. Have faith and many of us users have your back if we can help. Some of us are much better than others.

06-08-2015, 08:16 PM	#1
Grandbudda Major Leagues Join Date: Apr 2014 Location: Rochester NY Posts: 374	Customer Service is a problem ! Ootp has a wonderful game and I absolutely love it. Having said that I've had two recent issues with ootp's hired out customer service people. Back in March I tried to buy ootp16 and had a problem buying the game and getting running. It turned out that all I needed to do was get a download manager so I did that and got the game. But if I didn't find out from a friend they would have lost a customer. My second experience is still going on, I had a problem with our league advancing because of an error message. The support people at ootp did fine, but it took me over 24 hours to get to them and when customer service delivered the product they didn't know how. He could use Dropbox, didn't know how, I couldn't access their FTP server which isn't designed for customers. Finally I suggested file zilla and he sent me the file eight hours later. The file didn't upload properly so I had to now go back and start over !! THIS SUCKS ! ! __________________ Greg Masceri AHBL - Yankees ASBA - Yankees HSBL - Dodgers

06-08-2015, 09:14 PM	#3
Grandbudda Major Leagues Join Date: Apr 2014 Location: Rochester NY Posts: 374	I don't know how many ways to say it so I'm going to say it slowly. Ootp support is fine. The people that they use for customer service absolutely suck ! If you have a customer that needs hand holding until you get his problem resolved then you need to hold his hands. You can't blame the customer for not being computer savvy __________________ Greg Masceri AHBL - Yankees ASBA - Yankees HSBL - Dodgers

06-08-2015, 09:35 PM	#5
Grandbudda Major Leagues Join Date: Apr 2014 Location: Rochester NY Posts: 374	The customer service people are not good and they are ruining an otherwise great brand in my opinion. Needs to be addressed because it's changed in the past six months or so and not fr the better ! __________________ Greg Masceri AHBL - Yankees ASBA - Yankees HSBL - Dodgers

06-08-2015, 10:33 PM	#6
Padreman Hall Of Famer Join Date: May 2013 Location: Tijuana, Baja California, Mexico (formally San Diego, CA.) Posts: 4,138	Hold your hand? Do they have to take you to the bathroom too? __________________ Chargers= Despicable Traitors

06-09-2015, 12:16 AM	#11
Padreman Hall Of Famer Join Date: May 2013 Location: Tijuana, Baja California, Mexico (formally San Diego, CA.) Posts: 4,138	I will be the scapegoat __________________ Chargers= Despicable Traitors

06-08-2015, 08:38 PM	#2
ra7c7er All Star Starter Join Date: Jul 2014 Posts: 1,098	Not really sure I understand what the issues are here? You computer didn't have a download manager to install the game? 24+ hours to get a reply on a support ticket is pretty standard and for most companies would be considered good. Not an issue. I have no clue what any of the rest means. You had a problem with your league and were getting an error message. I get that part but what were they sending you back? I'm going to guess you sent them your league files and they fixed the error. But if you uploaded your league files for them to fix you could have used the same FTP server to get the files back so you shouldn't have had any issue getting them back. A bit of clarification might be helpful for any of us to try and help you otherwise if you're just blowing off steam it might be best if this thread is deleted or locked. Also you're the only person I've seen have downloading issues with the game and since it's happened multiple times perhaps it's something on your end and not OOTP that has the problem there. Sorry I couldn't be of any more help but I'm not really sure what you're trying to get at with this.

06-08-2015, 09:23 PM	#4
msupoke All Star Reserve Join Date: Apr 2011 Location: Houston, TX Posts: 621	I have not had that experience, as I have always used other users to help me fix problems. However, you are absolutely right that they need to walk customers through issues. If they are not doing that, then there is a serious problem.

06-08-2015, 11:54 PM	#8
Kent814 All Star Reserve Join Date: Jun 2014 Location: San Diego Posts: 650	Apparently not

06-09-2015, 12:08 AM	#9
NoOne Banned Join Date: Apr 2015 Posts: 7,273 Infractions: 0/1 (3)	the guy is frustrated, don't throw gas on a fire. if it's obvious to you, consider it a rhetorical: from what i understand, all the clients must be the same update. if the league event list doesn't match something on the schedule that day, it might not advance. double check just in case. i removed the all star game on the league event list, but i did not delete the game from the league schedule -> my game would not advance. if you have a recent backup see if that one will advance - not sure if you can do this offline for an online league...? or whatever to determine if it works. something isn't jiving with schedule/settings/whatever that's for sure.

06-09-2015, 12:11 AM	#10
msupoke All Star Reserve Join Date: Apr 2011 Location: Houston, TX Posts: 621	I was not intending to mock the OP. I get his frustration. Padreman egged me on. Blame him.

06-09-2015, 01:40 AM	#14
Kent814 All Star Reserve Join Date: Jun 2014 Location: San Diego Posts: 650	Love the south park reference

06-09-2015, 03:24 AM	#15
The Game Hall Of Famer Join Date: Feb 2012 Location: Inside The Game Posts: 30,937	Why do people buy a computer game but don't understand semi basic PC tools in 2015? You don't have to be an expert but Google explained FTP to me fairly easily. While i have not needed to upload any files to customer service in 2 years they do their best but they are slow at times depending on the issue. __________________ Go today don't wait for tomorrow It isn't promised, all the time you get borrowed Don't live your life for other people Don't bottle your emotions till they crack and fill a couple just sorrows Take your mind and refocus go get a paper write your goals out Throw your middle fingers to all your haters "Stay Strong"

06-09-2015, 05:00 AM	#16
GoodOlKevin Minors (Single A) Join Date: Oct 2011 Posts: 63	This has to be a clown post

06-09-2015, 06:37 AM	#17
TC Dale Global Moderator Join Date: May 2002 Posts: 4,961	Let's keep on subject please, and not attack the person that was the OP. If people continue to not follow the posted rules, warnings will be issued. These are just a few that are not being followed. Trolling - Don't post controversial, inflammatory, irrelevant or off-topic messages with the primary intent of: provoking other users into an emotional or disciplinary response, or otherwise disrupting normal on-topic discussion. Making Users, Especially Newcomers, Feel Unwelcome - Just try to be nice to others and if you just can't then just steer clear of them. Posting Deliberately Insulting Content - Insulting others isn't productive and it will not be tolerated. Appreciate that some folks trying to be helpful. After this post if there is content by posters that do not follow the posting guidelines, you are subject to a warning and other disciplinary actions. Thanks. __________________ ----------------------------------

06-09-2015, 07:21 AM	#18
Ile Minors (Double A) Join Date: Jul 2012 Location: Stockholm, Sweden Posts: 139	I think OOTP Developments are, and that us the fans should be, happy about reaching a market segment of less experienced computer users/gamers. A baseball lover shouldn't have to go through trouble to be able to experience the best baseball game on the market. That said, and I don't know that much about OOTP Developments, I think it's hard to get/expect customer service similar to what we may experience if we contact our bank or other major companies. But it's still important that everyone involved listens to feedback such as this with the right mindset. It's never fun to get criticised, and I imagine it's even harder when it's a smaller company. But they're never gonna be able to improve anything if we try to quiet the critics. At the end of the day, people pointing out flaws is the biggest contribution towards improvements - no matter what aspect of the game it may concern.

06-09-2015, 09:54 AM	#19
Lou Gehrig Minors (Triple A) Join Date: Apr 2012 Location: New York Posts: 292	Today's "Customer Service" no way resembles the definition from years ago. Sadly, excellent customer service has now taken it's place with the dinosaurs. __________________ "Today I consider myself the luckiest man on the face of the earth." LOU GEHRIG Yankee Stadium July 4, 1939 www.alsa.org Last edited by Lou Gehrig; 06-09-2015 at 10:06 AM.

06-09-2015, 10:19 AM	#20
r0nster Hall Of Famer Join Date: May 2006 Location: Michigan Posts: 3,053	would help if he would explain WHAT the error was and what was he doing at the time of the error. That's whats missing here. Also would help with what settings you name it. Just saying I get an error and not saying what the error tells us nothing. I am a technician in a different field and I can see your frustrated. Next time you might want to write down the error(possibly code) and at what point your doing something. Allow tech support a period of time to work on it. I have had an issue that is so out in left field and unusual that it took time. Even for the professionals. OOTP support is all Aces in my book. Even the people on the forums are terrific help even when I draw a blank. Have faith and many of us users have your back if we can help. Some of us are much better than others.