Name Issue - dealing with 1CGS Support

[MACADEMIC]

For information of others affected by this issue, I'm providing my correspondence with 1CGS Support below.

 

MAC

 

 

19.11.2014:

 

Hello IL2 Support,

 

I’m a gold founder and my game key is XXXXXXXXXXXXXX . When I first installed the game, I was prompted to enter my name. As I understood this was required to finish installation and activation of the game. So I entered my real name, not a username. There was no indication the entered name would become my username and could not be changed.

 

I have no interest in my real name being my username in Multi Player. Since there is still no way of changing this in game, I have not been able to play Multi Player since I purchased.

 

Therefore I am asking you to change my username for me. The name I want is: MACADEMIC

 

I look forward to your reply.

 

Best regards,

 

MAC

 

1CGS Support, 19.11.2014:

 

Hi,

 

We don't have this option for technical reasons at this moment, and we're working on adding this feature. Unfortunatelly, there's no detailed info about the exact date when renaming may become available yet.

 

19.11.2014

 

Hi IL2 Support,

 

Thanks for your reply.

 

In this case, I suggest you cancel my game key and issue me with a new one. I will uninstall the game and make a fresh installation with the new one.

 

If that is not possible, I'm asking for a refund.

 

Best regards,

 

MAC

 

1CGS Support, 20.11.2014

 

Hi,

 

Currently, work is underway to synchronize "Username on site" and "Username in game". We recommend that you wait for the completion of these works.

 

20.11.2014

 

Hi,

 

That's good to know, but only yesterday Jason of 777 said on the forum that there are more important things to solve first, and that it could take some time until you get to solve this issue. Please note that I've been a founder from day one and for more than a year I had this issue.

 

So, if you can tell me that this feature will arrive until the end of the year, I can wait. But if it's longer, I must insist on an exchange of my activation code or a refund.

 

Looking forward to your reply.

 

MAC / XXX

 

24.11.2014

 

Hi,

 

Would you mind responding to my previous email (below)?

 

Regards,

 

XXX

 

1CGS Support, 24.11.2014

 

Hi,

 

In response to your previous message is not sent. The reason is simple. In your previous letter had no issue

 

24.11.2014

 

Hi,

 

No issue???!

 

I've paid full price more than a year ago, but because of your flawed registration process I entered my real name and therefore can not use multiplayer without disclosing my real name. I don't want that!

 

This issue was made known to 1CGS a long time ago, but all others and I who are affected by it is that there is no time to fix it. Or, that it may be fixed at some unknown time in the future. This is unacceptable.

 

Therefore: either exchange my activation code for a new one and cancel my current one (this will not cost you anything but a little support effort!), or provide me with a refund!

 

Looking forward to your reply.

 

XXX

Edited November 24, 2014 by MACADEMIC

[IRRE_Belmont]

Asking for a refund for a name problem ?

I salute your initiative though

[MACADEMIC]

Request for refund so I can buy the game again and finally start playing Multiplayer! Since no other pleas, suggestions, requests have worked so far!

 

MAC

 

P.S.: Lol on that picture...

 

 

Asking for a refund for a name problem ?

I salute your initiative though

 

1CGS Support, 24.11.2014

 

Hi,

 

Currently, work is underway to synchronize "Username on site" and "Username in game". We recommend that you wait for the completion of these works.

Сhance of completion before the end of the year-is large enough

 

Large enough then it is...

 

MAC

[SYN_Jedders]

Serious question. How many people entered their real name by mistake?.

[=LD=Hethwill]

http://forum.il2sturmovik.com/topic/11962-who-wants-change-their-game-user-name/

[FS_Fenice_1965]

A lot ! The thread has appeared multiple times on the forums.

There's a privacy problem behind, not ot mention that customers were expecting to be able to change the in game name like it happened on every sim (maybe also every game) ever released which had the possibility to change the callsign in the game.

There also other problems related to the possible e-mail provider change. If someone loses its email because of a provider change there's no way to change the connection with the game.

[M4rgaux]

There are also people who want to change name because they trolled too much and are targeted all the time !!

[Elem]

Serious question. How many people entered their real name by mistake?.

Me for one, although I wouldn't call it a mistake as I did it deliberately as the load up requested.

[MACADEMIC]

Serious question. How many people entered their real name by mistake?.

 

Hi Jedders,

 

Not by mistake. In the course of game installation following a purchase with my credit card, the game asked my name. I entered it, matching the credit card name. There was no indication this would be not installation and activation related but become my game name. It's was a poorly designed registration process, how can that justify practically locking out customers from an essential part of the product?

 

Glad for others who have not entered the way I (and many others) did, but to call it a mistake is wrong.

 

MAC

[Jason_Williams]

Our database programmer found a way to squeeze in this fix. What's the problem? You should be happy instead of trying to trip up our customer support person by quoting me before I was away our person found the time to fix it.

 

We plan on deploying this change on Wednesday of this week. 

 

Jason

[Elem]

Our database programmer found a way to squeeze in this fix. What's the problem? You should be happy instead of trying to trip up our customer support person by quoting me before I was away our person found the time to fix it.

 

We plan on deploying this change on Wednesday of this week. 

 

Jason

Hoorah! All things come to those that wait. Thanks Jason.

[Zak]

MAC, please do not consider refund until the end of this week.

[von_Greiff]

MAC, please do not consider refund until the end of this week.

 

.....hope that goes out to me and a. e. Lensman, and all the others waiting for this opinion quite desperately! And "yes!" it's a problem and an issue! Rather serious I'd say and Macademic pinned it quite good!

 

@Macademic <SA> and THX!

 

v.Greiff

 

PS: and it would make sense if you can change yours username once at a while, maybe you change sides, squads or you get promoted

 

 

 

 

 

v. Greiff

[Flack88]

Our database programmer found a way to squeeze in this fix. What's the problem? You should be happy instead of trying to trip up our customer support person by quoting me before I was away our person found the time to fix it.

 

We plan on deploying this change on Wednesday of this week. 

 

Jason

THANK YOU!

[StG77_Kondor]

Our database programmer found a way to squeeze in this fix. What's the problem? You should be happy instead of trying to trip up our customer support person by quoting me before I was away our person found the time to fix it.

 

We plan on deploying this change on Wednesday of this week. 

 

Jason

 

Emphasis mine. This is the current state between paying players and developer. 

[Yakdriver]

@team -
maybe pressure from customers pushed your group to search for a solution?

i am happy to read this - both because of the solution, and because you are listening - and look forward to change my name was well in the future.
Thank you.

[15[Span.]/JG51Costa]

Thanks! Thanks! Thanks!

[IckyATLAS]

Our database programmer found a way to squeeze in this fix. What's the problem? You should be happy instead of trying to trip up our customer support person by quoting me before I was away our person found the time to fix it.

 

We plan on deploying this change on Wednesday of this week. 

 

Jason

 Mac complained today in his post at 11:30 and the issue was solved by 15:31 and will be implemented on wednesday.

Jason, Zak that is true support. Excellent guys, kudos to you.

 

Now this being said going through support should be the normal channel. I am not sure that MAC was wrong to address them the issue.

Maybe we are not used to such good forum follow up by devs/producers etc.. In other games the forum is not really the right channel. But here clearly it is.

 

So here my request, maybe it is not too complicated to have trains stop when we blow up the tracks in from of them. Thanks for your understanding Jason.

[StG77_Kondor]

 Mac complained today in his post at 11:30 and the issue was solved by 15:31 and will be implemented on wednesday.

 

This has been an issue since Day 1 of release. 

 

Once they realized it was not going to be an easy 'quick fix', they should've started (through customer support) helping these people with new keys/registration to alleviate it while the permanent fix was worked out. This is good, smart business. Little things like this go a long way in cementing your reputation.

 

Even a fat monster like EA would've done better than what has happened here. Which is sad, because, and I speak for myself, I do see progress in this game, even since Day 1 of release. However, like many games that have been released too early, it is two steps forward, one step back. The flight sim community may be impatient within it's own bubble...but compared to the general gaming public, we are incredibly patient and willing to overlook silly bugs and less than timely fixes for these bugs. What we do not have patience for is being treated the way we have been. 

[MACADEMIC]

Our database programmer found a way to squeeze in this fix. What's the problem? You should be happy instead of trying to trip up our customer support person by quoting me before I was away our person found the time to fix it.

 

We plan on deploying this change on Wednesday of this week. 

 

Jason

 

Hi Jason,

 

The problem was self-evident in many posts on this forum. Not sure what you mean by saying with trying to trip up someone by quoting you? No, not my intention. All I wanted was this to be dealt with so that I and other customers could start enjoying the product we supported from day one. And yes, now that there has been a commitment to do so, I'm happy with the outcome. Thank you and the team.

 

MAC, please do not consider refund until the end of this week.

 

 

I'm not, and if you read in this thread I've said I'd be willing to wait until the year's end with such a request, as long as a commitment to fix it until then was coming through. Only reason I'd have asked a refund was to buy the game new so I could start using it. Not necessary any longer. Thanks Zak.

 

All in all, well done 1CGS for sorting this out for your customers!

 

 

MAC

[sturmkraehe]

A lot ! The thread has appeared multiple times on the forums.

There's a privacy problem behind, not ot mention that customers were expecting to be able to change the in game name like it happened on every sim (maybe also every game) ever released which had the possibility to change the callsign in the game.

There also other problems related to the possible e-mail provider change. If someone loses its email because of a provider change there's no way to change the connection with the game.

 

REAAALLLY? You cannot change email address linked to your profile? 

 

@Jason: Will this fix also include the possibility to change email address link to game (requiring of course a confirmation through email of probably the old email address in order to avoid too easy account stealing)

Edited November 24, 2014 by sturmkraehe

[FS_Fenice_1965]

Well done Devs !

[von_Greiff]

Hi Jason,

 

The problem was self-evident in many posts on this forum. Not sure what you mean by saying with trying to trip up someone by quoting you? No, not my intention. All I wanted was this to be dealt with so that I and other customers could start enjoying the product we supported from day one. And yes, now that there has been a commitment to do so, I'm happy with the outcome. Thank you and the team.

 

 

 

I'm not, and if you read in this thread I've said I'd be willing to wait until the year's end with such a request, as long as a commitment to fix it until then was coming through. Only reason I'd have asked a refund was to buy the game new so I could start using it. Not necessary any longer. Thanks Zak.

 

All in all, well done 1CGS for sorting this out for your customers!

 

 

MAC

 

....don't want no refund neither! Namechange would be completely enuff!

[Jason_Williams]

REAAALLLY? You cannot change email address linked to your profile? 

 

@Jason: Will this fix also include the possibility to change email address link to game (requiring of course a confirmation through email of probably the old email address in order to avoid too easy account stealing)

 

This is the same as with ROF. You cannot change your associated email on the fly. You simply need to contact support with a request.

 

Jason

[LastRightsXIII]

 

 

here also other problems related to the possible e-mail provider change. If someone loses its email because of a provider change there's no way to change the connection with the game.

 

False.

I contacted support and in 24 hours it was done.

Problem solved. 

[FS_Fenice_1965]

 

False.

I contacted support and in 24 hours it was done.

Problem solved. 

 

 

I apologize..I intended to write "there may be also"... missed two words....

Glad to know it is possible by contacting support.

[ShamrockOneFive]

Our database programmer found a way to squeeze in this fix. What's the problem? You should be happy instead of trying to trip up our customer support person by quoting me before I was away our person found the time to fix it.

 

We plan on deploying this change on Wednesday of this week. 

 

Jason

Glad to hear this is being fixed for affected users. Obviously it was concerning and the OP had been waiting a full year for this to be resolved.

 

He doesn't have to be happy.. and I don't think he tripped up the support person. Support responded well until he asked for further clarification at which point the ball was definitely dropped saying there was no issue. I worked IT support for 5 years.... I know what it's like but that kind of response is a mistake. It's much better to reiterate that there is an unresolved issue in progress than to dismiss it. IMHO. Again... glad to hear it's been resolved!