Hello,
I submitted a ticket on December 9th, and it remains open with no response to this day. Last thing I want to do is annoy someone by double submitting. I guess my question would be, has anyone else had a long support wait/did you eventually get a response or did you have to go through another channel?
Thanks.
-ray
Can you reply to the ticket and ask for a follow up…im not sure…ive only used the new support tickets once
What was the issue
I’ve received fairly quick responses, but the response seems to be to just thank you for your feedback and mark it as solved, rather than keeping it open until the problem is solved. So I’m not sure which is better, really - yours have been kept open without a response, mine have been marked as solved without actually being solved. Neither has resulted in the problems being solved.
I have see big variation abaout response times, one ticket get deleted without answer. Many ticket have take 3-4 weeks to get first answer. But few days ago when i reported few bugs (rewind not working, race banners dont show number of laps and that AI dont stop racing while pausing a game) i got first answers in less than 5 minutes.
@breeminator that is actually really annoying that tickets get “solved” status without actually being solved.
I lodged a ticket about the game crashing on December 19th. I got a reply January 18th with a generic cut’n’paste response. This is unacceptable and shows the blatant disregard PGG/T10 have for their customers.
This, and the constant habit of having slow and unresponsive or broken servers, incapable of supporting anywhere near the number of people playing their games. It’s a big middle finger to their customers.
“Thank you for your feedback” is just a cut’n’paste shorthand for “We’re not interested in your opinions and have closed your ticket without really reading it or taking the time to write you even a single sentence response. NEXT!!”.
My 1st ticket took 2 months for a response, was given false information, then marked as “solved”.
I raised the issue on a 2nd ticket and got the cut n paste response “thanks we’re looking into it” after a day, then marked as “solved” again.
So yeah, basically they’re just cut n pasting everyone and doing nothing.
As someone who works in the product support line of work, my attitude is to just be patient. I don’t support a video game. My product lives in server farms, and costs 6 or 7 figures depending on the deployment. When it brakes, companies loose money. Depending on our customer’s line of business, somebody could die. It’s unlikely, but it’s possible. I deal with critical issues that sometimes need to be recovered right away, and people get very heated. And CEOs yell at each other and make promises without asking me if they’re even possible to deliver. I also deal with feature breakage issues, some that are easier to fix than others. It could take time, depending on the severity or the complexity of the fix, to get a full resolution. And sometimes, I go weeks without hearing from the developers. And when the customer asks me for an update, all I have to give them is “Sorry. I haven’t heard anything yet. They’re still working on it. I’ll ask for an update.” It’s the nature of software support.
So when I come home, and have a problem with my video game, I tend to take it with a little perspective. It’s a video game. It costs between $80 and $170 of disposable income, and we drive cars around a fake country and crash into traffic lights, and get rammed into walls by 12 year olds. We’re not curing cancer here. You find a bug, you report it, and you wait. Hopefully, they fix it. Hopefully, it’s something they can fix. But if they don’t, or if it takes a long time, or you just get a form letter, it’s still just a video game. Nobody’s going to die if the multiplayer isn’t completely lag free, or they didn’t get their fake in-game money.
I take your point, but the fact remains that people have paid for a product that has a lot of problems and they are frustrated. The game has been out for a long time and most of the main issues have not been addressed. Bugs seem to increase with each update when they should be getting less.
It’s not life or death but that’s beside the point; the point is that the support team should be looking into people’s problems and listening to their feedback, instead of blowing them off with generic responses.
Mine was a few days I think. Not that it was much help
My first few tickets I created took about a month for a response. These were all basic car modeling bugs for the most part. Then I reported rain drops being stuck on windows if you started a race sometimes and then Juice Cannon gifted me 5 million credits for reporting the bug. Then about 3 or so support tickets he responded to he gifted me 1 million each. But since then he stopped with the credit gifts. But I usually do receive a basic reply within a couple hours it seems. Though I don’t think a single thing I’ve reported has been fixed…
I made out a ticket about 2 weeks ago about a forum issue and " Nitro Glitter " responded in less than 3 hours ( 2 hours and 35 minutes ). I have nothing to say that’s bad from my expierience, although sorry yours was not as pleasant as mine was.
