"Submit a ticket" the catch all answer should come with an *

[Sanderson]

Netural viewpoint

Have a problem

Start a thread - devs dont really read - u join the masses waiting and seeing if it ever gets looked at it might but in 12 months
Submit a ticket - u are just a number theyll get to it maybe or eventually

So what can u do not much each one fo us is one of 360000 players
So numbers count if half the player base has an issue theyll fix that
If a couple of dozen its less urgent. They are ambitious and rushing things and poor programming seems common, so this game will remain full of bugs, thigns that half work and things that should but dont work we adjust all games are like this.

U can remain positive partake in the endles discussion, u can roam the galaxy or u can come an djoin us in pand and do the limited things and attempt to influence the game

All those are good and I'd add you can also come on here in the vain attempt David actually gives two toots in the wind that "his baby" has arguably the worst support in the history of gaming, not to mention that the state of the game is the cause of this whole mess in the first place. At the very least (like the OP) you can hope to save people frustration and humiliation by letting them know that everyone is treated equally poorly and don't take it personal.

David made his money, has moved on to other titles and the unfortunate dev team that is still a part of ED is left holding the poorly managed, understaffed pile of unfinished bugs while he is off pitching Coaster Park Tycoon or some such.

 

[Arithon]

"Submit a ticket" the catch all answer should come with an *

More often than not, when a post pops up about an issue, it is immediately followed by a "submit a ticket" response. That's great and all and should be done but, it should also come with an asterisk stating: *Don't expect a resolution or even a response to a submitted ticket in less than 6-8 weeks, at best.

Wait, before the deluge of angry posts, and hear me out. Submitting a ticket is always a good idea and I'm not attempting to slam the lack-of-support system as it stands (there's already been enough of that to fill a book) what I am attempting to do is NOT give the person with the issue false hope that their issue will be resolved anytime soon.

So, yes, submit a ticket but, know that you'll need to pick up the pieces and carry on (if you can) with the game as best you can, because if you think waiting for a week or two (or six or eight or more) for a response to happen is just false hope.

I know FD is aware of the lack-of-support system with various posts about adding staff and all that but, "submit a ticket" is a good thing to do but, will not help you any time soon.

I'd recommend "Submit a ticket, to help FD but, you won't get a response or resolution in less than a month or two or more" as opposed to just "submit a ticket" like that's going to get a fix, because it's not.

I would say, generally speaking, the response "Sumbit a ticket" is basically saying "if you found a problem, get it reported or it will never get fixed, the forum post won't do it."

It's not, as you say, and I agree, a magic bullet for instant resolution. If people imply it is, they are being misleading or dishonest. Frontier have a huge number of tickets to answer and have said they are employing more support staff to get in front of it.

That said, I reported a minor bug in 1.1 and it was fixed in 1.1.03 (about a week later), so you can a quick resolution sometimes. My ticket wasn't closed, or given a response though; fixing the bug was response enough I suppose.

Frontier are not instant, but they do act on tickets raised. Unlike (as people have said) Microsoft. I found a function-breaking bug (avoid area) in the Beta of MapPoint 2004 and reported it. They denied it, then eventually coughed to the fault after a conference call to the states. It's NEVER been fixed, even up to MapPoint 2013, which was the last version and now they've discontinued the product! FD have a long way to go to be that bad.

 

[Dym]

In the game industry i can compare FD support wirth blizzards, blizzard support will get in touch with you between 30 minutes an 2 hour after you submit a ticket. Best support i know. Steam take usually 3-48 hours to get back to you. thats my experience.

 

[Obsidian Ant]

In the game industry i can compare FD support wirth blizzards, blizzard support will get in touch with you between 30 minutes an 2 hour after you submit a ticket. Best support i know. Steam take usually 3-48 hours to get back to you. thats my experience.

People will tell you that is because both Blizzard and Steam have a lot of money, and years of time to have built up that level of support.

My answer to that, is they got where they are because they had that level of support from day one. The support has to come first if you want to build and maintain a strong customer base.