What is the Support Response Time?

fintach · 12-16-2012, 09:34 PM

My league is frozen in June because every time I try to finish the day's game OOTP crashes. My backup is two game months old, and I really don't want to lose a great rookie year from my new right fielder (replacing a recently retired fan favorite, no less).

So, naturally, I filed a ticket (including zipped files). Days went by and I heard nothing, so I tried again. It's been almost two weeks now, and I've tried to create a ticket three or four times. When I try to view those tickets, I can see nothing.

Am I doing something wrong or does the ticket get created on the other end? Should I see any kind of pending response to confirm that I've actually submitted the ticket correctly and that my uploaded files came through?

Also, what should I expect for support turn-around time?

Please understand that I am not trying to complain. I'm just ignorant of the current state of the process and don't know what do expect.

Bigrod · 12-17-2012, 12:15 PM

Quote:

Originally Posted by fintach

My league is frozen in June because every time I try to finish the day's game OOTP crashes. My backup is two game months old, and I really don't want to lose a great rookie year from my new right fielder (replacing a recently retired fan favorite, no less).

So, naturally, I filed a ticket (including zipped files). Days went by and I heard nothing, so I tried again. It's been almost two weeks now, and I've tried to create a ticket three or four times. When I try to view those tickets, I can see nothing.

Am I doing something wrong or does the ticket get created on the other end? Should I see any kind of pending response to confirm that I've actually submitted the ticket correctly and that my uploaded files came through?

Also, what should I expect for support turn-around time?

Please understand that I am not trying to complain. I'm just ignorant of the current state of the process and don't know what do expect.

I think they respond via email...best bet is to give Bowtie a pm. He can tell ya if they got your ticket or not..

MizzouRah · 12-17-2012, 08:44 PM

It seems to be hit or miss.. but maybe they are back logged. I submitted a ticket about a week ago and haven't heard anything yet, but it's not critical.

BIG17EASY · 12-19-2012, 08:26 PM

FYI, I'm suddenly having the same problem with the game crashing when I finish my game most days. I can sim past games with "Finish Today" but I like to watch my games in real-time sim. I'm submitting a ticket now. Also, this started less than 24 hours after I updated with the latest patch.

fintach · 12-20-2012, 11:51 PM

Thanks, guys. Here's hoping I hear from them soon.

StyxNCa · 12-21-2012, 08:46 AM

From what I understand, it's a small group of volunteers. They may be busy preparing for Xmas.

BIG17EASY · 12-21-2012, 10:36 AM

I got a response back this morning that they're going to look at my files. You may want to try to submit the ticket again (make sure you create a login account first) and/or send Bowtie a PM.

fintach · 12-30-2012, 02:58 AM

I guess I'll try one more time. I have to admit that this is discouraging.

fintach · 12-30-2012, 03:16 AM

By all the gods above, below and sideways. I finally, FINALLY, got a ticket to go through.

Here's a hint for those of you who need tech support: DO NOT UPLOAD A FILE. Seriously, that's the only thing different than my several previous attempts.

Oh, well. I don't care. At least I finally got the ticket to go through. I'm going to go back and try to upload the file now. Wish me luck.

UPDATE: File still won't upload. I'll hold off until I hear from someone official.

12-16-2012, 09:34 PM	#1
fintach Major Leagues Join Date: May 2010 Posts: 481	What is the Support Response Time? My league is frozen in June because every time I try to finish the day's game OOTP crashes. My backup is two game months old, and I really don't want to lose a great rookie year from my new right fielder (replacing a recently retired fan favorite, no less). So, naturally, I filed a ticket (including zipped files). Days went by and I heard nothing, so I tried again. It's been almost two weeks now, and I've tried to create a ticket three or four times. When I try to view those tickets, I can see nothing. Am I doing something wrong or does the ticket get created on the other end? Should I see any kind of pending response to confirm that I've actually submitted the ticket correctly and that my uploaded files came through? Also, what should I expect for support turn-around time? Please understand that I am not trying to complain. I'm just ignorant of the current state of the process and don't know what do expect. __________________ Currently managing: The Bridgetown Gruffs History: Portland Purple Knights of the USBL: 1x NL Champs 1970-74 Berkeley Free Radicals of the BBL: 4x Division Title, 3x LCS, 2x Left Coast Cup Champions 2011 Portland River Dragons of the SPL: 1x Division Title 2011 Las Vegas Coyotes (MLB): half season before DH bored me to death.

12-20-2012, 11:51 PM	#5
fintach Major Leagues Join Date: May 2010 Posts: 481	Thanks, guys. Here's hoping I hear from them soon. __________________ Currently managing: The Bridgetown Gruffs History: Portland Purple Knights of the USBL: 1x NL Champs 1970-74 Berkeley Free Radicals of the BBL: 4x Division Title, 3x LCS, 2x Left Coast Cup Champions 2011 Portland River Dragons of the SPL: 1x Division Title 2011 Las Vegas Coyotes (MLB): half season before DH bored me to death.

12-30-2012, 02:58 AM	#8
fintach Major Leagues Join Date: May 2010 Posts: 481	I guess I'll try one more time. I have to admit that this is discouraging. __________________ Currently managing: The Bridgetown Gruffs History: Portland Purple Knights of the USBL: 1x NL Champs 1970-74 Berkeley Free Radicals of the BBL: 4x Division Title, 3x LCS, 2x Left Coast Cup Champions 2011 Portland River Dragons of the SPL: 1x Division Title 2011 Las Vegas Coyotes (MLB): half season before DH bored me to death.

12-30-2012, 03:16 AM	#9
fintach Major Leagues Join Date: May 2010 Posts: 481	By all the gods above, below and sideways. I finally, FINALLY, got a ticket to go through. Here's a hint for those of you who need tech support: DO NOT UPLOAD A FILE. Seriously, that's the only thing different than my several previous attempts. Oh, well. I don't care. At least I finally got the ticket to go through. I'm going to go back and try to upload the file now. Wish me luck. UPDATE: File still won't upload. I'll hold off until I hear from someone official. __________________ Currently managing: The Bridgetown Gruffs History: Portland Purple Knights of the USBL: 1x NL Champs 1970-74 Berkeley Free Radicals of the BBL: 4x Division Title, 3x LCS, 2x Left Coast Cup Champions 2011 Portland River Dragons of the SPL: 1x Division Title 2011 Las Vegas Coyotes (MLB): half season before DH bored me to death. Last edited by fintach; 12-30-2012 at 03:30 AM.

12-17-2012, 08:44 PM	#3
MizzouRah Hall Of Famer Join Date: Dec 2001 Location: Troy, Mo Posts: 6,251	It seems to be hit or miss.. but maybe they are back logged. I submitted a ticket about a week ago and haven't heard anything yet, but it's not critical.

12-19-2012, 08:26 PM	#4
BIG17EASY Hall Of Famer Join Date: Jun 2006 Posts: 3,291	FYI, I'm suddenly having the same problem with the game crashing when I finish my game most days. I can sim past games with "Finish Today" but I like to watch my games in real-time sim. I'm submitting a ticket now. Also, this started less than 24 hours after I updated with the latest patch.

12-21-2012, 08:46 AM	#6
StyxNCa Hall Of Famer Join Date: Dec 2004 Location: Victoria, Texas Posts: 3,136	From what I understand, it's a small group of volunteers. They may be busy preparing for Xmas.

12-21-2012, 10:36 AM	#7
BIG17EASY Hall Of Famer Join Date: Jun 2006 Posts: 3,291	I got a response back this morning that they're going to look at my files. You may want to try to submit the ticket again (make sure you create a login account first) and/or send Bowtie a PM.