URGENT ***** More Support STAFF Needed

GodSlayer · Dec 20, 2014

I know you guys and ladies are really busy, But you need to hire some more support staff to
help get those that have been waiting on GAME STOPPING Bugs that prevent your players from
enjoying the game they paid for.

2 Days after submitting a ticket and it hasn't even been viewed much less taken care of. Heck
I only want to play. PLEASE hire more staff to help all those HUNG up in your support cue.

I really wanted to enjoy playing with my family and friends that I helped get started with ED
during the holidays.

Thank you for such a great game but please help support your backers.

TheArtist · Dec 20, 2014

Sorry to hear, but if customer support would be a priority for FD they would already have raised their support quality, no? At least its not the money thats lacking.... I got not a single reply to any of my tickets so far.

Kicks · Dec 20, 2014

They do support the backers, and if you are unable to play due to a bug - that is unfortunate.

Hiring more staff is not the answer, because it'll just get them fired faster when the deluge ends.

Patience is always a virtue... it can be frustrating, especially when everyone else is playing - but this post will not help, and FD are far from lazy.

Hope your issues get sorted soon, Commander.

Kernel Kwatz! · Dec 20, 2014

Maybe you could tell the forum your issue in the mean time. Some folks might be able to help. Provide as much info as possible in terms of what the issue is and your system specs

Altissimus · Dec 20, 2014

FYI I have raised two tickets though two different front ends. The first one is I believe, still unread. The second one was posted more recently and dealt with within 24 hours. Make sure you're using the correct support link!

Tinman · Dec 20, 2014

They are...Michael wrote this yesterday:

We're expanding staff for support...<snip>

Michael

CmdrPSB · Dec 20, 2014

GodSlayer said:
I know you guys and ladies are really busy, But you need to hire some more support staff to
help get those that have been waiting on GAME STOPPING Bugs that prevent your players from
enjoying the game they paid for.

2 Days after submitting a ticket and it hasn't even been viewed much less taken care of. Heck
I only want to play. PLEASE hire more staff to help all those HUNG up in your support cue.

I really wanted to enjoy playing with my family and friends that I helped get started with ED
during the holidays.

Thank you for such a great game but please help support your backers.

http://www.frontier.co.uk/jobs/vacancies/cambridge_vacancies/?artid=389&pageNum=0&blk=232

More staff doesn't happen overnight.

Betty Jade · Dec 20, 2014

Things are always especially hectic during the first days of a release. There are a lot more new players, meaning the amount of tickets are significantly increased. If they do hire additional staff now, they'll risk being overstaffed later on.

Kalchak · Dec 20, 2014

I've worked a lot of games releases as a tech support agent and staffing to meet launch rushes is how you bankrupt yourself. It's also counter-productive as you have to waste time training those staff in your processes and how to actually assist customers in fixing issues (that 90% of the time are actually people not doing maintenance on their computers).

Game breaking bugs will not be fixed faster because they hire more support staff, as it's a core group of developers that can actually identify those faults and fix them, however if you're system is crashing when you try to run ED, run a MSinfo and post me the results, game tech is my job and I'm more than happy to help a fellow ED commander out if it can.

Caveat: I can only t/s tech issues, I have no insight in to ED itself, as I don't work for frontier (mores the pity, I'd sell my soul for a gig with Braben). If this is a system problem, it's probably fixable, if it's actually a game bug then you'll have to wait.

Windows key + R, type in MSinfo32, run it, then export the system summary and save it as a txt file on your desktop. Do a text serach for <WINDOWS ERROR REPORTING> and see if you can find any error entries listing the elite dangerous executable (should read Faulting Application: <executable name>). You can PM me the first 10-20 lines of that section or just paste it here, and I'll take a look.

GodSlayer · Dec 20, 2014

I have 100 tons of cargo, I can't sell and can't see when you go to look at your cargo bay.
I purchased Superconductors to sell like normal to make a run. I get to my dest and
I can not sell them, It shows i have 100 out of 100 bays used. I can not buy any more and
I can not sell. I even tried to Eject them into space. Only to still have the same issue when i docked.

I can not switch to another ship as i have cargo in my bay. I posted a ticket and still to this day NOTHING from FD.
I really do not want to Self Destruct and lose the $ from the cargo AND pay for the ship replacement.

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

Yes using the newest link they posted.

Amorelia · Dec 20, 2014

Michael Brookes recently posted that FD are trying to hire more support staff.

Finding the right support staff and getting them accustomed to the issues and how to resolve will presumably take some time.

I'm unclear why they apparenly didn't adequately ramp up support before announcing the go-live date.

Darth Krayt · Dec 20, 2014

I guess it depends on the issue. I posted 2 tickets this week related to not being able to patch the game and both were resolved within 30 minutes.

Erimus Kamzel · Dec 20, 2014

GodSlayer said:
I know you guys and ladies are really busy, But you need to hire some more support staff to
help get those that have been waiting on GAME STOPPING Bugs that prevent your players from
enjoying the game they paid for.

2 Days after submitting a ticket and it hasn't even been viewed much less taken care of. Heck
I only want to play. PLEASE hire more staff to help all those HUNG up in your support cue.

I really wanted to enjoy playing with my family and friends that I helped get started with ED
during the holidays.

Thank you for such a great game but please help support your backers.

+1

Releasing the game a week before Christmas was done to cash in on Christmas sales - lets not kid ourselves, so they should have had the extra staff already in place. Now there are players who have been waiting days to get their tickets answered and if these issues aren't resolved by Monday or Tuesday those players will probably never get to play the game over the xmas period (as I doubt FD will have people in the office xmas eve, xmas day, or boxing day!!).

I never had a single log in issue during premium beta, full beta, or gamma. But four days into release, bam.. my character gets stuck in the galactic core and I can no longer log in. Tell mama I won't be home for Christmas!

bluefin · Dec 20, 2014

GodSlayer said:
I have 100 tons of cargo, I can't sell and can't see when you go to look at your cargo bay.
I purchased Superconductors to sell like normal to make a run. I get to my dest and
I can not sell them, It shows i have 100 out of 100 bays used. I can not buy any more and
I can not sell. I even tried to Eject them into space. Only to still have the same issue when i docked.

I can not switch to another ship as i have cargo in my bay. I posted a ticket and still to this day NOTHING from FD.
I really do not want to Self Destruct and lose the $ from the cargo AND pay for the ship replacement.

Same thing happened to me. i did a clean save (again) I'm only a newb and it was frustrating enough for me!
Feels like I am playing a Beta.
I don't know how long the nostalgia for the original will keep this game going if I am honest.