Discouraged

[SAS_Bombsaway]

I sent a request to Support for help two weeks ago and no reply. Not even a bot reply. I have seen others here with the same issue as mine and other issues getting no reply from anyone from the Staff.

I waited for a reasonable amount of time and then sent a PM to one of the Dev's asking if Support was online and even though he has been here on the site, the pm goes unread.

 

I have seen such good people here giving to others and that's so great and amazing but the lack of official help or even a polite " We have received your request and will get back to you ASAP " is very disappointing.

 

This is not like IL2 1946 where people are doing things for free. This is a business where people pay to have these things. I have spent a fair share on several products from the Dev's. A  little professional courtesy by replying in some form would be nice.

 

This is not a rant or an attempt to shame anyone. This is an observation and a statement of frustration by someone who really wants to continue buying products from the Dev's but when a small problem of linking accounts goes ignored by the staff, I cant help but feel disrespected. 

Edited August 18, 2018 by SAS_Bombsaway

[Gambit21]

They’ve been on vacation 

[SAS_Bombsaway]

I was told this but an automated response or even a public notice of " Support will be on vacation from this date to that date " would be a little better. Something other than leaving customers in the dark and feeling disrespected.

I'm not trying to smear anyone just as a paying customer who has also owned my own business, I feel some things could be handled in a more professional manor. 

[SAS_Bombsaway]

1 hour ago, Gambit21 said:

They’ve been on vacation 

Also, if they have been on vacation how did IV./JG5_Mate  get his issue fixed in this thread... https://forum.il2sturmovik.com/topic/38865-linking-accounts-and-purchasing/

[ShamrockOneFive]

Having worked support they should before within both tiered and untiered support structures, it's usually a good idea to have the ticket system auto reply with a note that the ticket has been received. It definitely does help for customers like Bombsaway. Maybe it does and his e-mail filtered it out (that happens sometimes too).

 

I know its super frustrating but hang on. I know they have just the one guy doing support and as much as this is a paid product... it's also being done by the smallest of teams to make this whole thing work. They will sort you out I'm sure!

[SAS_Bombsaway]

Thank you for your polite and professional reply. As I said, I'm not trying to rant or insult anyone but as you posted it is supper frustrating to get no reply at all. I really do want to buy more from the dev's. It's great work. Tank Crew has caught my eye and I have been looking at it like a kid in the old days looking at a Christmas catalog.

Edited August 18, 2018 by SAS_Bombsaway

[Gambit21]

All I can say is that 2 times I've ever needed help, the response was prompt and professional.

Sorry you're experiencing a delay of this magnitude, but it's not the norm.

[SAS_Bombsaway]

Thanks. If it's not the norm then I don't understand so sometimes I wonder if it's because I have mentioned that I bought on Steam. It has seemed as if there is a rift. I really don't know since no one from the Staff here will contact me. A couple weeks would seem to be a reasonable amount of time to wait before becoming discouraged.

 

Edited August 18, 2018 by SAS_Bombsaway

[ShamrockOneFive]

30 minutes ago, SAS_Bombsaway said:

Thanks. If it's not the norm then I don't understand so sometimes I wonder if it's because I have mentioned that I bought on Steam. It has seemed as if there is a rift. I really don't know since no one from the Staff here will contact me. A couple weeks would seem to be a reasonable amount of time to wait before becoming discouraged.

 

Not that I encourage spamming support because that usually doesn't help but have you sent a follow up message? The odd time things get lost even when they shouldn't.

 

The series has had a few issues recently with Steam accounts and the like. Two separate issues in short order actually. First, there was a pretty big change that Valve/Steam Store imposed on third party developers that 1CGS had to sort out to make sure that it worked well with their account system. Necessary stuff that they needed to sort out. Then we had an issue where 1CGS reclaimed what were supposed to be unused license keys but it turns out they had been sold to grey market/black market resellers which locked a bunch of people out. That all has been sorted out now but there's definitely a bit of a support aftermath.

 

Super frustrating but I hope you get sorted out and running smoothly again. I've been a supporter of the series since 2013 with nary an issue. They are an outstanding team... if a little strapped for resources and labour. Small and spunky and punching way about their weight in my view.

[Wolferl_1791]

I've read about your issue, from what I understand, you bought BoS, BoM and BoK from Steam (I assume you didn't get the actual keys from some weird place so this warning doesn't apply to you?).

Now you want to buy Tank Crew from the website but you are not sure if you will be able to access it through Steam. Short answer, NO, you can't without linking the accounts. 

Just be patient, it will be solved. Either there's an issue with their authentication server not accepting new clients, or you're doing something wrong yourself. They have a very small team and they've just been on a vacation so it will take a few more days for them to reach you. Tank Crew is quite alpha, with just 2 tanks released so far, so you're not loosing much. You can play with the T34 and Pz3 in the meantime as they come with the base game. 

 

[SAS_Bombsaway]

43 minutes ago, ShamrockOneFive said:

 

Not that I encourage spamming support because that usually doesn't help but have you sent a follow up message? The odd time things get lost even when they shouldn't.

 

The series has had a few issues recently with Steam accounts and the like. Two separate issues in short order actually. First, there was a pretty big change that Valve/Steam Store imposed on third party developers that 1CGS had to sort out to make sure that it worked well with their account system. Necessary stuff that they needed to sort out. Then we had an issue where 1CGS reclaimed what were supposed to be unused license keys but it turns out they had been sold to grey market/black market resellers which locked a bunch of people out. That all has been sorted out now but there's definitely a bit of a support aftermath.

 

Super frustrating but I hope you get sorted out and running smoothly again. I've been a supporter of the series since 2013 with nary an issue. They are an outstanding team... if a little strapped for resources and labour. Small and spunky and punching way about their weight in my view.

Thank you again for your truly nice reply. Yes, I have sent another request for support. I know that there can be issues when dealing with subcontractors or parteners but don't leave customers in the dark. They pay you. that's how you make money. Even if it isn't your main source of income, it's still income. have respect and compassion for your customers.

 

40 minutes ago, Wolferl_1791 said:

I've read about your issue, from what I understand, you bought BoS, BoM and BoK from Steam (I assume you didn't get the actual keys from some weird place so this warning doesn't apply to you?).

Now you want to buy Tank Crew from the website but you are not sure if you will be able to access it through Steam. Short answer, NO, you can't without linking the accounts. 

Just be patient, it will be solved. Either there's an issue with their authentication server not accepting new clients, or you're doing something wrong yourself. They have a very small team and they've just been on a vacation so it will take a few more days for them to reach you. Tank Crew is quite alpha, with just 2 tanks released so far, so you're not loosing much. You can play with the T34 and Pz3 in the meantime as they come with the base game. 

 

I did buy my content through Steam. A choice I regret now. No disrespect to Steam just meaning I may have had less issues.

 

I have and will try to be patient but you have to know that Staff and Dev's read the forums so I'm sure they have seen my posts yet no one contacts me. It's really not encouraging.

[JonRedcorn]

4 hours ago, SAS_Bombsaway said:

Thank you again for your truly nice reply. Yes, I have sent another request for support. I know that there can be issues when dealing with subcontractors or parteners but don't leave customers in the dark. They pay you. that's how you make money. Even if it isn't your main source of income, it's still income. have respect and compassion for your customers.

 

I did buy my content through Steam. A choice I regret now. No disrespect to Steam just meaning I may have had less issues.

 

I have and will try to be patient but you have to know that Staff and Dev's read the forums so I'm sure they have seen my posts yet no one contacts me. It's really not encouraging.

They are not ignoring you because you bought the products on steam, I can tell you that with 100% certainty. Please give them some time, they went on vacation about 3 weeks ago should be returning shortly. Like stated there is only ONE guy working support. Need to realize this dev team isn't backed by the likes of EA games or Ubisoft where they have thousands of employees. There's probably under 50 guys working on this game. Things are going to be a little slower going, I do understand your perspective on the issue however. Have you posted your issue to the forum to see if any of us could give you a hand in the meantime? Something to do with linking your accounts from what I've gathered?

 

I sent you a PM please give that a read I may be able to help.

Edited August 19, 2018 by 15th_JonRedcorn

[ShamrockOneFive]

18 hours ago, 15th_JonRedcorn said:

They are not ignoring you because you bought the products on steam, I can tell you that with 100% certainty. Please give them some time, they went on vacation about 3 weeks ago should be returning shortly. Like stated there is only ONE guy working support. Need to realize this dev team isn't backed by the likes of EA games or Ubisoft where they have thousands of employees. There's probably under 50 guys working on this game. Things are going to be a little slower going, I do understand your perspective on the issue however. Have you posted your issue to the forum to see if any of us could give you a hand in the meantime? Something to do with linking your accounts from what I've gathered?

 

I sent you a PM please give that a read I may be able to help.

 

From what we've heard from in previous Q&A... the number is closer to 20-25. It's really quite a small team.