How long will it take for an reply to an ticked? 5th day now...

Saliddry

S
i lost around 1.6 million as an station revoked the landing just before touchdown.... AND NORMALY I LAND IN LESS THAN 1 MINUT so should be still 9 left

the yellow markings disappeared i got red warnng to leave or be destroyed..

i can just say flying an transport with around 120 and still slowing down ..gear just going down at the end of an station..

you cant leave it within 20 seconds the turning around nearly needs 8

so i got blown up with an cargohold full of palladium and gold....... nothing illegal..


was going in full speed cause way was clear rolling the ship for the landing pad and slowing down .. than i had an lag spike or mirko freeze 1-2 seconds and POP the markings where gone ...had an red text station teling me i had no clearance to enter and will be killed in 20 seconds...


:mad:

ending up in paying insurance i had around 140k left......

and now i wait to get my money back.... i cant even trade with 140k
 
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Kalearne

Kalearne
I raised a ticket around release, no response yet.

Expect weeks. If you can't play because of the problem try and message a dev or community support
 

erbal

erbal
Trespassing has now been increased to 90s, so I dare say you probably won't get a response as it's now been 'fixed'
 

Genus

Genus
Just so everyone knows, industry standard Service Level Agreement for critical issues is 4hours. Non-critical within 12.
 

Kramster

Kramster
I had a trespass issue in hangar leading to destruction, reported it 19 days ago and not so much as a thanks we are looking in to it.
I don't expect them to refund my loses or anything but an acknowledgement wouldn't go amiss...I don't bother bug reporting anymore waste of time and effort.
Poor customer service record is probably the second biggest game killer next to content
 

Burnsy95

B
I have never submitted a ticket. I have had game bugs happen to me that cost me credits and in any other game I would report them. I have not in ED due to the hundreds of threads about never getting a response back. Sounds pointless.
 

erbal

erbal
I consider the ED ticketing system as a fire-and-forget entity ... any tickets I create are there to provide them with information that they can use for resolving issues, I don't really expect any replies unless they need additional information from me.

Possibly not what you wanted to hear, but it's pretty much the state of play at the moment, I imagine their support team have been overwhelmed by the volume of tickets that the game is generating and for the most part they're fighting fires for the people who literally can't play.

- - - - - Additional Content Posted / Auto Merge - - - - -

Burnsy95 said:
I have never submitted a ticket. I have had game bugs happen to me that cost me credits and in any other game I would report them. I have not in ED due to the hundreds of threads about never getting a response back. Sounds pointless.
Click to expand...

It's not pointless, the volume of tickets about a specific issue can help them understand the size of the problem - just because you don't get a personal response doesn't mean that the information has not been useful.
 

Burnsy95

B
erbal said:
I consider the ED ticketing system as a fire-and-forget entity ... any tickets I create are there to provide them with information that they can use for resolving issues, I don't really expect any replies unless they need additional information from me.

Possibly not what you wanted to hear, but it's pretty much the state of play at the moment, I imagine their support team have been overwhelmed by the volume of tickets that the game is generating and for the most part they're fighting fires for the people who literally can't play.

- - - - - Additional Content Posted / Auto Merge - - - - -



It's not pointless, the volume of tickets about a specific issue can help them understand the size of the problem - just because you don't get a personal response doesn't mean that the information has not been useful.
Click to expand...

Yes..it is. I payed money so that I could gain early access to have fun playing. If I opened a ticket to report a bug prior to release I didn't expect a response. I held up my end of the deal by paying them money to play their unreleased game. They held up theirs by letting me play a buggy version of their game.

Then they decided it was ready for release. The deal we made was satisfied because they felt that their game was a product good enough for gamers to buy and play and said deal ended.

Since they decided this I now expect an answer to a bug I report that cost me time. The bugs should be mostly worked out of a product they are asking you to buy. They are not. Since it seems the general consensus is that reporting a game breaking bug or one that significantly effected your game play is to expect an either very long lag time for a response or none at all.

It is not worth it in my opinion.

The likely reason for the long lag time in responses or no response at all is the staff are overwhelmed. They do not wish to provide poor customer service I assume. They very likely wish to provide great customer service, but they cannot. This is because they can't keep with the number if tickets being generated as direct result of making a buggy game live when it was not ready for it.

They don't need to me tell them that their released game is broken. They know it and there is nothing they can do to help me specifically in a timely manner right now. By the time they get around to my ticket the bug will have already been fixed or I won't care anymore.
 
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erbal

erbal
I'm a KS backer too ... and if you really think the beta ended with release I think you're probably doing a bit too much wishful thinking.

Release just meant 'good enough' ... not 'good' or 'finished' or even remotely 'ready' ... I don't play any other games but from what I read at the time, people were pretty impressed with the launch stability - sure there are bugs, but then there are ALWAYS bugs with 1.0 software - they tend to get tamed by 1.3/1.4, then they start to rear their head again as they try to add bigger features - that's just the way software development works.
 

BlackReign

Banned
BlackReign
Saliddry said:
i lost around 1.6 million as an station revoked the landing just before touchdown.... AND NORMALY I LAND IN LESS THAN 1 MINUT so should be still 9 left

the yellow markings disappeared i got red warnng to leave or be destroyed..

i can just say flying an transport with around 120 and still slowing down ..gear just going down at the end of an station..

you cant leave it within 20 seconds the turning around nearly needs 8

so i got blown up with an cargohold full of palladium and gold....... nothing illegal..


was going in full speed cause way was clear rolling the ship for the landing pad and slowing down .. than i had an lag spike or mirko freeze 1-2 seconds and POP the markings where gone ...had an red text station teling me i had no clearance to enter and will be killed in 20 seconds...


:mad:

ending up in paying insurance i had around 140k left......

and now i wait to get my money back.... i cant even trade with 140k
Click to expand...

Follow up with them constantly. Support by FD is pretty poor, so you have to be persisitant. Also, post your issue on the forums as well to create visibility.
 

Kramster

Kramster
I freely admit I don't really need an answer but total silence looks and feel bad, it is the sort of thing that can easily get a developer a bad rep.
Without even so much as a 'thanks known issue we are looking into it' can lead to players feeling ignored
I love ED and would hate to see it hurt by something so basic
 

Burnsy95

B
erbal said:
I'm a KS backer too ... and if you really think the beta ended with release I think you're probably doing a bit too much wishful thinking.

Release just meant 'good enough' ... not 'good' or 'finished' or even remotely 'ready' ... I don't play any other games but from what I read at the time, people were pretty impressed with the launch stability - sure there are bugs, but then there are ALWAYS bugs with 1.0 software - they tend to get tamed by 1.3/1.4, then they start to rear their head again as they try to add bigger features - that's just the way software development works.
Click to expand...

No, it isn't. I work as a developer (not related in any way to video games) for a tiny insignificant company. I am not a programming super star, I write boring code. Lets say I am asked to create a solution to a problem and I test it and have others test, then use that feed back to correct errors. Then it gets all retested again Ad nauseam until I feel it's ready to be sold to the client and sell it. Then if the client says....wow um, there are all manner of things broken with this and my response is "Well....it's a 1.0 version, it is good enough!" I am cleaning out my desk come Friday.

We are not talking about some misspelling of some words in mission text here. We are not talking about me giving a demo to the client to get feed back. That is stage beta where this game should still be.

Me adding another ticket for some poor sap to read through right now is just going to add to the pile of the other 13K tickets reporting of the exact same thing. That the CS rep might get to it next month or he can finally just delete when the bug is fixed. It's the Atari version of E.T. at the moment. I still enjoy playing it, I deal with the bugs and I am sure in time things will get better but it was rushed to meet a date. It has no business being release version anything.
 
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