Support reply is a joke...

from GalCiv3 Forums

Hi guys.

I received this joke from your support team after supplying a save file and instructions for recreating a pretty common bug in the game since 1.7 beta started which wasn't fixed in the second wave. If you want to have someone sensible look at it, please do, but for the love of humanity please use proper support practices and don't just tell people to go f themselves with a standard 'have you read this thing about general troubleshooting'... no and I don't care to. The game worked fine, 1.7 broke it... bug is easy to replicate and I sent you a save file. You want to fix it, fine, you don't care less, just say 'we don't care less'. Don't send out some dumb link.

Ta...

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Hello,

Sorry to hear you are having trouble.

IMPORTANT: Even if you have in the past (it has since changed), please review the following knowledgebase article below:

https://esupport.stardock.com/index.php?/Knowledgebase/Article/View/496/161/general-galactic-civilizations-iii-troubleshooting

If your issues are not addressed by following it, please include the information and data requested in it and reply to this ticket with it included. Additionally, if you've previously downloaded the SupportTool, please be sure to download the latest version from the article above, as it may have been updated.

Thank you.

Alan C***
Stardock Support Specialist

Ticket Details

Ticket ID: VZO-840-91327

22,701 views 6 replies
Reply #1 from GalCiv3 Forums Top

What is your issue?  Maybe the community can assist with you or confirm that they have acknowledged the issue?  Thanks.  

Reply #2 from Stardock Forums Top

bertranhalfwaite,

Alan's reply was completely appropriate as there are things to attempt and other data asked for in the article.  Failing to review it only impedes our ability to help you.  

If you decide to reply with the requested data, Ill be the one working your ticket henceforth.

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Reply #3 from GalCiv3 Forums Top

I get excellent help from Support Bert. The issue is they need information and data to help you. When I need to submit a ticket, I upload the Stardock data tool which creates the data they need and puts it in a zip file, a save game or two and maybe even screenshots. All this helps them help you.

Reply #4 from GalCiv3 Forums Top

Do you realise that 1.7 is currently a *beta*? 

Reply #5 from GalCiv3 Forums Top

Lol I don't care what they say sending that reply is just a way to kick the can down the road - it's just canned heat picked from a drop down of selections not a reply to my message.

I'd like a reply to be you know, be a reply. I gave quite a bit of information and a save file. Replicating the bug was 1 5 second step. Replying to me with 'nah this is fine our end, probably something broken at your end, check this link...' is fine. A clear canned response directing me to f off and go do some more stuff with no idea if there's any point or not is weak.

Now I'm not a founder so not very invested, nor do I really care about the game, I've had fun up to date so had my money's worth and so on so I'm not going to go do silly things like leave negative reviews on Steam, heck I'm much more likely to leave a positive one tbh, and might buy the expandalone anyway if nothing else takes my fancy before it comes out as i could see enjoying another hundred hours, so at the end of the day, it's up to Stardock if they want to offer proper support to anyone who mails in a tip to help them during the beta process, or just support to the dedicated who can be bothered with jumping through hoops to help them fix a beta because they're too lazy to open a save file and move one ship a couple of times to replicate a bug...

Reply #6 from GalCiv3 Forums Top

Quoting bertranhalfwaite, reply 5

Now I'm not a founder so not very invested, nor do I really care about the game, I've had fun up to date so had my money's worth and so on so I'm not going to go do silly things like leave negative reviews on Steam, heck I'm much more likely to leave a positive one tbh, and might buy the expandalone anyway if nothing else takes my fancy before it comes out as i could see enjoying another hundred hours, so at the end of the day, it's up to Stardock if they want to offer proper support to anyone who mails in a tip to help them during the beta process, or just support to the dedicated who can be bothered with jumping through hoops to help them fix a beta because they're too lazy to open a save file and move one ship a couple of times to replicate a bug...

While I agree jumping through holes can be frustrating, no one can attempt to help you if you don't specify your issue.  Now I know you created the ticket, however, here in the forum you've just ranted about how poor the support was.  This is not helpful, I as well as many in the community would love to help get your issue noticed as many of us play the game several different ways and most likely have seen the same issue.  So with that being said what is your issue and, we can attempt to help.

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