Elite Dangerous support...... does it exist?

[jokerdog33]

thank you for the contributions to this thread. My ticket is now over a week old and still no response, however from some of your comments this is simply the norm as FD just dont bother to answer tickets.

Please post a reply with your experiences and lets get some more names and examples on the thread of unacceptably poor customer care. Perhaps then we might get a reply explaining why their is no game support for an MMO, and if they are going to do something about their terrible performance.

If all else fails lets hope Roberts Space Industries do a better job with Star Citizen and we finally get the complete ELITE MMO, with proper customer service, we have been dreaming about for the past 30 years.

 

[natte hond]

it all depends on what you post.
my post from last night was answered this morning.
so yes it exist.

 

[LEV]

This is a newly released game, with LOTS of work to be done. Could you for one sec. imagine that the DEVS are really, really busy and that you ticket is just one among 1000 they get every week? I had to wait 3-4 weeks for a reply, but I trust that they got back to me when

-they actually had an answer to give
-had the time to reply
-addressed my ticket in the manner of priority, cause something are less important than other.

 

[Terje]

Oh come off it. "don't bother to answer tickets"? Their support team isn't doing anything but answer tickets. The problem is that the amount of tickets is so huge that it takes way too long to get to new ones. And they are hiring to help with this, but it's not like you can just open your office door and 50 people will roll in ready to work. You need to find them. The problem has gotten too big and there is no way they can just fix that in day or two. It's going to take time.

They certainly made a mistake in not anticipating this flood and be prepared for it. I'm not defending that. But claiming that they're just sitting on their asses doing nothing is just stupid. Why would you think that?

 

[Nutter]

it all depends on what you post.
my post from last night was answered this morning.
so yes it exist.

Are you suggesting that the ticket system is not used by FD, yet you get a fix in less than 24 hours via the forum?

What an awful message to send out to customers who are told to raise a ticket! - My ticket is 7 weeks old and 'NEW'

 

[natte hond]

Are you suggesting that the ticket system is not used by FD, yet you get a fix in less than 24 hours via the forum?

What an awful message to send out to customers who are told to raise a ticket! - My ticket is 7 weeks old and 'NEW'

No I'm revering to a genuine ticket.
not a forum response.
it was just a thank you for pointing out something , not a fix.
there making magic but cant do magic you know.
meanwhile there working their asses off.
you just cant expect they answer everything.
why they answered mine I don't know , maybe because I'm an Alpha backer.
just be patient it'll be al right.

 

[Nutter]

No I'm revering to a genuine ticket.
not a forum response.
it was just a thank you for pointing out something , not a fix.
there making magic but cant do magic you know.
meanwhile there working their asses off.
you just cant expect they answer everything.
why they answered mine I don't know , maybe because I'm an Alpha backer.
just be patient it'll be al right.

Thanks I'm extremely patient, I'm not bleating about fixes.

Lets just say I'm frustrated by the organisation, or lack of it (I work in the industry so it is really difficult to keep quiet)

 

[darlingm]

I know I'll get some angry responses for this, because it would feel to us like a bait and switch... And to a large extent, it would be.

IMO a pay for the game, no monthly subscription fee business plan for an MMO is sort of doomed to fail eventually. At some point, new money isn't going to cover the expenses, and unless they've made a huge profit now and are putting the money aside for future expenses, we're going to feel even worse pain.

I wouldn't mind if they added a small monthly fee to get more support staff and maybe some more developers... But who knows how many people they'd lose playing the game.

 

[Nutter]

I know I'll get some angry responses for this, because it would feel to us like a bait and switch... And to a large extent, it would be.

IMO a pay for the game, no monthly subscription fee business plan for an MMO is sort of doomed to fail eventually. At some point, new money isn't going to cover the expenses, and unless they've made a huge profit now and are putting the money aside for future expenses, we're going to feel even worse pain.

I wouldn't mind if they added a small monthly fee to get more support staff and maybe some more developers... But who knows how many people they'd lose playing the game.

There should at least two roadmaps.

Finance
Product

These need to work together to keep a sustainable income - I can tell you right now they are NOT talking to each other! - For free! - Contact me for my daily rate!

 

[Timech187]

I'm waiting for a response as well. My issue is that as a backer I get no choice of my rewards. Each new game only gives me the Sidewinder and Eagle, which I believe is equivelent to the Bounty Hunter Package? If I'm not mistaken. Unfortunately, I should have the choice of several cobras or an eagle. I'm wanting my cobra for exploration.

Just hard to put in the time to the game when I know I'll have to do a clear save.

Other than that, this game is pretty cool .

 

[Agony_Aunt]

Support response time of a week to resolve a problem that completely prevents a person from actually playing the game they paid for is completely unacceptable. This sort of response in beta may be acceptable but in a supposedly finished product its very poor.

That may be so, but, unfortunately, this is the best they can do for the moment. I'm not trying to defend FD here, but if you are affected with this, complaining on the forums won't help. If your aim is to raise awareness, sure, but it can be done without the whine. FD are doing the best they can with the resources they have... inadequate as they might be.

 

[jokerdog33]

This thread was initially posted to express my frustration at the lack of response after raising a ticket with an issue that had the potential to prevent me from being able to play the game I purchased. I think such a ticket should be a priority and not just for the alpha monkeys. We all bought the game.

thanks to some helpful comments by a few people I was able to escape the starport of doom and continue playing but kept my ticket open to see if support actually does exist. Apparently it doesn't exist.

This thread then evolved into a lets post our experiences of poor support response times (and yes 10 days is poor no matter how any fanboy wants to spin it) and motivate FD to do something to fix this problem. I am not expecting anyone to wave a magic wand overnight and fix it but I do expect them to take note and do something.... isnt that how all this shiz started. Perhaps a post by them to explain why they are so poor and what they are doing to be not so poor.

Therefore if your an alpha fanboy who actually enjoys the lack of service and enjoys the game to much to have anyone critizise it, then this thread is not for you, please dont pollute it. By the way if the games so good why are you tolling forums and not out exploring another empty star system that looks identical the last 50 you visited?

So I ask again, if you have had a poor experience in terms of customer support please post your experiences here. Lets see if FD listen to anyone else apart from their fanboys.

 

[Rog]

I still have outstanding tickets from Jun 2014 on the system, and had plenty closed down after months of inaction because they were old....

Now the support system may well be overwhelmed (whose fault is that?), but it certainly looks like sometime before Christmas FD decided to deliberately withdraw further from an already fairly low level of interaction with customers.

Whilst it could (just) have been seen as a sort of amusing in-joke last year, the game has now been released/escaped and there are thousands of paying punters who expect a far more professional level of service.

The great Patches O'Houlihan had a suitably awesome quote regarding door furniture that would get me banned if I posted it here.

 

[Anopheles]

A good rule of thumb is that using the word fanboy when nobody has been particularly rude to you is a sign of a weak argument.