How do I get Technical Support?

battists · 02-24-2010, 12:06 PM

OOTP Developments uses a ticketing and knowledge base system that will help ensure that we don't lose track of support requests, and that we are able to provide as many helpful anwers to your questions up front.

Before submitting a ticket, please search our Knowledge Base. The answer to your question may already be there!

Support requests should now be submitted through our support site.

Once you submit a support request, you will receive an e-mail with a specific ticket number, as well as an account login. You can check on the status of your ticket online and refer back to that ticket number if you ever need to follow up with us.

never_ends · 04-09-2010, 02:34 PM

and an excellent system it is... I've already used it once... 2nd to none.

Sweed · 04-15-2010, 06:30 PM

Congrats to OOTP Developments on your new tech support system. Just used it for the first time and have to say this is second to none. Top notch service all the way.

endgame · 04-15-2010, 07:27 PM

I'm going to invent a problem just to test this out.

Seems to be going well, though. Good work, guys.

SlyBelle · 04-16-2010, 10:15 PM

Just curious, is there a way to see all the submitted issues by everyone? I couldn't find that but would be helpful to see what people are reporting like you used to be able within the support forum.

Thanks!

bayouballer1 · 04-17-2010, 08:33 PM

How long should I wait for a reply in the support room before I post another ticket? It has been three days.

RchW · 04-17-2010, 08:45 PM

Quote:

Originally Posted by bayouballer1

How long should I wait for a reply in the support room before I post another ticket? It has been three days.

Did you get a confirming E-mail?

old timer · 04-17-2010, 11:51 PM

Quote:

Originally Posted by bayouballer1

How long should I wait for a reply in the support room before I post another ticket? It has been three days.

I'm really sorry about that. Can you send me a PM and let me know your ticket ID? Once you do, I'll look it up and see what's happening.

thbroman · 04-25-2010, 05:21 PM

Steve, I am confused by this new system. I have a minor bug to report from a PbP. Do I use the "support site" to log it?

CHOWDERHEAD · 04-25-2010, 06:53 PM

Quote:

Originally Posted by thbroman

Steve, I am confused by this new system. I have a minor bug to report from a PbP. Do I use the "support site" to log it?

Not trying to answer for him, but I ran into the same issue a week ago and was directed to log it into the system.

JackRules1 · 04-26-2010, 09:20 AM

I have used the support site for two minor issues and have received prompt replies. I think if anyone runs across anything that they think can/should be patched, then go to the support site and these guys will at least take a good look at it in a timely manner.

battists · 04-26-2010, 02:55 PM

Quote:

Originally Posted by thbroman

Steve, I am confused by this new system. I have a minor bug to report from a PbP. Do I use the "support site" to log it?

Yes, please!

detroitrob · 04-26-2010, 03:35 PM

I sent in a ticket a cpl days ago and have yet to hear back. My hard drive crashed and when I go to where it says to re download otp11 it says I have used up my download limit. I only downloaded the game once on my previous computer. I even tried to call e-sellerate(the web store) and left a message but have heard nothing back. can someone please direct me what to do next ? I did receive an email stating they received the ticket, but nothing else.

battists · 04-26-2010, 03:48 PM

Quote:

Originally Posted by detroitrob

I sent in a ticket a cpl days ago and have yet to hear back. My hard drive crashed and when I go to where it says to re download otp11 it says I have used up my download limit. I only downloaded the game once on my previous computer. I even tried to call e-sellerate(the web store) and left a message but have heard nothing back. can someone please direct me what to do next ? I did receive an email stating they received the ticket, but nothing else.

We'll be in touch shortly. We have limited staff, and the volume of tickets is pretty high this time of year. You've done exactly what you needed to.

Thanks!

wiggins · 05-04-2010, 04:32 PM

Can a mod please respond? I put a ticket in #KMP-J11779 Over a week ago, with what I considered a high priority since I can't play my league, but nothing but my tic # and a response that you will et back to me. How long should this take?

battists · 05-04-2010, 05:00 PM

Quote:

Originally Posted by wiggans1

Can a mod please respond? I put a ticket in #KMP-J11779 Over a week ago, with what I considered a high priority since I can't play my league, but nothing but my tic # and a response that you will et back to me. How long should this take?

We're trying to get to everything as quickly as possible. We've fallen a bit behind, so please rest assured we'll get to it ASAP. It's tough when you have just 2 or 3 people supporting thousands of customers right after the release!

Just, please be patient. Right now is the highest-volume time of year for us.

Thanks!

kckid4u · 05-04-2010, 05:38 PM

Quote:

Originally Posted by battists

We're trying to get to everything as quickly as possible. We've fallen a bit behind, so please rest assured we'll get to it ASAP. It's tough when you have just 2 or 3 people supporting thousands of customers right after the release!

Just, please be patient. Right now is the highest-volume time of year for us.

Thanks!

I've been frustrated with an issue I have too. I guess this is just a case of us being spoiled from your earlier, quick tech support?

dannon20 · 05-31-2010, 08:37 PM

I can't believe how much of a pain getting help for this game is. OOTP 11 is by far the best baseball game on the market. But unfortunately everytime I try to play it immediately crashes when I attempt to open my inbox or receive a message, just like version 10 did. I am incredibly frustrated and I need either answers or a refund, because at this point my game is worthless.

old timer · 06-01-2010, 04:44 AM

Quote:

Originally Posted by dannon20

I can't believe how much of a pain getting help for this game is. OOTP 11 is by far the best baseball game on the market. But unfortunately everytime I try to play it immediately crashes when I attempt to open my inbox or receive a message, just like version 10 did. I am incredibly frustrated and I need either answers or a refund, because at this point my game is worthless.

Hi,

Did you submit a support ticket for this? If not, please click the link in my sig and do so.

This problem sounds like one that has a fix described in the knowledge base. Here's a link to the relevant article: Game crashes whenever you click on a button, menu or tab

Did you already try that? If this doesn't help and you already have a ticket open, could you please give me your ticket ID?

salty · 07-06-2010, 12:28 AM

Am very new to the IT and web site process... Also this information is good for me...

02-24-2010, 12:06 PM	#1
battists Hall Of Famer Join Date: Jul 2004 Posts: 18,506 Blog Entries: 7	How do I get Technical Support? OOTP Developments uses a ticketing and knowledge base system that will help ensure that we don't lose track of support requests, and that we are able to provide as many helpful anwers to your questions up front. Before submitting a ticket, please search our Knowledge Base. The answer to your question may already be there! Support requests should now be submitted through our support site. Once you submit a support request, you will receive an e-mail with a specific ticket number, as well as an account login. You can check on the status of your ticket online and refer back to that ticket number if you ever need to follow up with us. __________________ Come check out my dynasty report, Funky Times! Last edited by battists; 04-09-2010 at 02:19 PM.

04-15-2010, 07:27 PM	#4
endgame Hall Of Famer Join Date: Aug 2002 Posts: 16,843	I'm going to invent a problem just to test this out. Seems to be going well, though. Good work, guys. __________________ "Try again. Fail again. Fail better." -- Samuel Beckett _____________________________________________

04-17-2010, 08:33 PM	#6
bayouballer1 Minors (Single A) Join Date: Dec 2008 Posts: 57	Support Question How long should I wait for a reply in the support room before I post another ticket? It has been three days.

05-04-2010, 04:32 PM	#15
wiggins All Star Reserve Join Date: Mar 2007 Posts: 892 Blog Entries: 1	Ticket ? Can a mod please respond? I put a ticket in #KMP-J11779 Over a week ago, with what I considered a high priority since I can't play my league, but nothing but my tic # and a response that you will et back to me. How long should this take?

04-09-2010, 02:34 PM	#2
never_ends Minors (Double A) Join Date: Oct 2005 Location: Nevada Posts: 133	and an excellent system it is... I've already used it once... 2nd to none.

04-15-2010, 06:30 PM	#3
Sweed Hall Of Famer Join Date: Apr 2002 Location: Iowa Posts: 6,090 Infractions: 0/1 (1)	Congrats to OOTP Developments on your new tech support system. Just used it for the first time and have to say this is second to none. Top notch service all the way.

04-16-2010, 10:15 PM	#5
SlyBelle All Star Reserve Join Date: Mar 2003 Posts: 633	Just curious, is there a way to see all the submitted issues by everyone? I couldn't find that but would be helpful to see what people are reporting like you used to be able within the support forum. Thanks!

04-25-2010, 05:21 PM	#9
thbroman All Star Reserve Join Date: Jun 2002 Location: Madison, WI Posts: 867	Steve, I am confused by this new system. I have a minor bug to report from a PbP. Do I use the "support site" to log it?

04-26-2010, 09:20 AM	#11
JackRules1 Minors (Triple A) Join Date: Nov 2008 Location: Central Florida Posts: 245	I have used the support site for two minor issues and have received prompt replies. I think if anyone runs across anything that they think can/should be patched, then go to the support site and these guys will at least take a good look at it in a timely manner.

04-26-2010, 03:35 PM	#13
detroitrob Minors (Rookie Ball) Join Date: Apr 2010 Posts: 22	I sent in a ticket a cpl days ago and have yet to hear back. My hard drive crashed and when I go to where it says to re download otp11 it says I have used up my download limit. I only downloaded the game once on my previous computer. I even tried to call e-sellerate(the web store) and left a message but have heard nothing back. can someone please direct me what to do next ? I did receive an email stating they received the ticket, but nothing else.

05-31-2010, 08:37 PM	#18
dannon20 Bat Boy Join Date: Jun 2009 Posts: 19	I can't believe how much of a pain getting help for this game is. OOTP 11 is by far the best baseball game on the market. But unfortunately everytime I try to play it immediately crashes when I attempt to open my inbox or receive a message, just like version 10 did. I am incredibly frustrated and I need either answers or a refund, because at this point my game is worthless.

07-06-2010, 12:28 AM	#20
salty Bat Boy Join Date: Jul 2010 Posts: 5	Am very new to the IT and web site process... Also this information is good for me...