Per FAQ thread here: https://forums.forza.net/turn10_postst103531_-READ-FIRST--FAQ-and-HOW-TO-REPORT-ISSUES.aspx
“As this is not an official support forum, please note that mods/employees may not respond or be able to provide you with help, but we will certainly do our best and are grateful for the many helpful forum members.”
Per Xbox support site here: Xbox Support
"Forza Motorsport 7
About Forza Motorsport 7
Explore Forza Motorsport 7 through videos and demos. Learn about gameplay, add-ons, and how to buy the game.
Forza Motorsport 7 FAQ
See answers to commonly asked questions about Forza Motorsport 7.
Need more? Check the community
Visit the Forza Motorsport 6 forum learn more about the game, join the community in conversation, or find troubleshooting support for questions not answered here."
I love that they changed 6 to 7 in all but the last place there as well.
So what you’re telling us is that there is no official support for this game at all. Any chance of getting a response from T10 on this? There are serious issues going on here that need official support, and if you’re going to treat this game as a live service title, that’s part of what a live service entails - support. The players and community are unable to solve problems with the title or the service, so are insufficient as an only mechanism for support. I am hoping that this is just poor communication, and not the actual stance of the developers, but it would be beneficial to your entire player base to clear this up sooner rather than later, especially at the launch of your latest title, which has been fraught with technical problems.
Correct NO OFFICIALLY RUN SUPPORT by TURN10 STUDIOS and CUSTOMER SERVICE is not a word they recognise or care about. Basically they expect the users to help each other. I tried to contact them direct for weeks and never recieved a response after 10 emails to them. I was banned for a week for NO REASON and there was nothing I could do. I had even recorded every race I had driven and had tons of evidence of clean driving and plenty of evidence of being wrecked online by other players without retaliation, but they dont care and niether do Microsoft. This game has many issues on both formats and a huge chunk of the game is gone without explanation or answer.
Not an official Technical Support forum for Xbox or Windows.
No, that is earlier in the post. There are two lines:
“Although we have helpful members and mods who can help with technical support questions, this forum is NOT an official Technical Support forum for Xbox or Windows.”
And then at the bottom of the post:
“As this is not an official support forum, please note that mods/employees may not respond or be able to provide you with help, but we will certainly do our best and are grateful for the many helpful forum members.”
No, they specifically state that this is not an official support forum. Full stop. Support via this forum is best effort and is not guaranteed to even be monitored by Turn 10. Looking at the official Forza Motorsport Twitter account, they mention the email address in the occasional one-off reply to Tweets people have sent to them, ex: https://twitter.com/ForzaMotorsport/status/915260589982838785
This email address, however, is not documented anywhere, so where people are supposed to find this information is beyond me. There is, quite literally, no official support channel exposed to the player base for these titles. I, too, have sent emails to the listed address in that tweet, but have yet to ever receive a response to them. Disheartening is an understatement here. When the game works, it is beautiful and fun, but the minute there are issues, it becomes a nightmare to try and get support for the product. This is a situation that has existed for far too long, and needs to be addressed, but Turn 10 has given its player base no way to redress it, so we are now stuck in the absolute worst form of Catch 22.
I genuinely enjoy these games, and want to see them succeed, but that requires an official support mechanism be put in place to address issues that players have encountered.
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I JUST SENT A SUPPORT REQUEST TO FORZAFB@MICROSOFT.COM. LETS SEE IF MY 11TH EMAIL EVER GETS A RESPONSE. I’M NOT HOLDING MY BREATH.
I hope it wasn’t all caps lock.
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Received an initial reply from forzafb@microsoft.com, and the first thing I see is that the email address self identifies as “Forza Website Feedback” in spite of what the official Forza Motorsport Twitter account has stated. They requested additional files related to the specific incident I was reporting (the ever present crash to desktop issue that many of us are experiencing), and I am including their response here in case anybody else attempts to reach out to them so that they can have all of the information handy in their initial outreach rather than having to do extra back-and-forth.
"Can you provide us with the following files? Please also let us know exactly what you were doing before the next crash.
THP Files
You can find these files by going to
C:\Users[username]\AppData\Local\Packages\Microsoft.ApolloBaseGame_8wekyb3d8bbwe\AC\Temp\Turn10Temp.scratch
The AppData file maybe hidden so in file explorer, you will need to enable hidden files by going to View, Options, View tab and clicking the radio button for Show hidden files, folders and drives.
Crashreport.xml (Please reproduce the crash before trying to get this file)
You can find these files by going to
C:\Users[username]\AppData\Local\Packages\Microsoft.ApolloBaseGame_8wekyb3d8bbwe\AC\Temp\Turn10Temp.scratch
The AppData file maybe hidden so in file explorer, you will need to enable hidden files by going to View, Options, View tab and clicking the radio button for Show hidden files, folders and drives.
Tasklist
Launch the game
Open a cmd prompt
Type ‘tasklist > “path to .txt file”
i.e: tasklist > C: asklist.txt
Thanks."
This at least suggests that they are an appropriate place to go for support for the game, but does not answer the question of where a player is expected to find this information, and why it self identifies as a completely different entity in its communication with players. This is a major issue, and needs a serious response from T10 and Microsoft (as the parent company, not in its role as Publisher).
