No customer services?

[Two-Six]

Hi folks,

I get the invalid serial number error when I try to make an account for DCSW BS2 multiplayer. I also can't log into the DCS account management or store.

 

However I was able to buy the BS2 upgrade with a valid new account in the first place and obviously got the pass code e-mail without any problems.

 

I also typed down all my log in details in a notepad as I typed them into the computer. I am very sure that I am using the right details.

 

I remember when I logged out wondering if I would be able to log back in again..cos you know what some web sites are like....Well sure enough I couldn't log back in again.

 

I understand I need to do something about registering the stored game keys I have to my account which might solve the first issue but despite requesting multiple password re-set keys I have not recieved one reply from DCS. So I can't log into my account management so far.

 

I have also done a fresh install of DCS world (leaving BS1+patch installed), then the KA50 module (upgrade version).

 

The KA50 module or BS2 works fine just, not in multiplayer.

 

I have used that registry tool that gets rid of your your stored eagle dynamics game keys in the resistry before Iinstalled the BS2 module. That didn't help.

 

The first time around i installed stuff in this order as far as I can remember:

BS1 patched it with DCS-BS_Patch-1.0.1c_en.exe

 

Then I installed DCS world (1.2.3.987_134) then I bought the module and activated it (I think).

 

Then I installed a small file that gave me the KA50 in DCS world, KA-50bs1_en_1.2.3.9871_134.exe then I downloaded 4 files, 3 huge ones .bin files and this one KA-50_Full_en-bsupd_1.1.1.1.exe

 

I then uninstalled BS2 and DCSW, rebooted re installed DCSW then just the module...Thats takes to where I am at the top of the post.

 

Any ideas people?

:surrender:

[Two-Six]

No customer services?

 

I am trying to get through to somebody to help me with my store account and serial numbers....

 

So far NO response what so ever....

 

Am I wasting my time waiting for a reply?

 

Is there anybody there in the DCS shop?

 

My password reset request produces nothing...Two emails to them...nothing.....

 

Have they taken my money and done a runner?

 

Not too happy at the moment...:mad:

[sobek]

If you have opened a ticket with official support, please post the ticket number. How long have you been waiting for an answer from support?

[Two-Six]

I can't get a ticket because I can't log in....Thats the problem. Their system immediately forgot my password....It wasn't me. I wrote it down a split second after I typed it in....

[EtherealN]

Hi Two-Six, sorry to hear about your problem.

 

Could you clarify these issues for me? They might solve your problem.

1) Are you able to log in, but get immediately logged out as soon as you enter a different page on the site? If so, the problem is a corrupt cookie. You can solve this through either clearing your cookies, or temporarily using another browser to access the site (browsers don't share cookies, so this would have the same effect as clearing cookies.)

 

2) Is your password simply not being accepted, and password reset link not giving you a password retrieval e-mail? If the latter, this would have to be fixed through a support ticket: it is okey to use a new account for this, your identity will then be verified either through some purchase document linking you to the purchases made on the account to be retrieved, or some other method as deemed necessary by support staff. It is generally not a complicated procedure, just something that has to be done to make certain that accounts are not handed over to people that do not need them.

 

Feel free to PM me your ticket number if you find it necessary to enter such, I can look at it and see what actions are necessary.

[Two-Six]

Hi I just made a new account and then submitted a support ticket:

TICKET number 19922

 

Yes my problem is situation number two you posted.

 

Lets hope they can make a new account for me and move my details over or something.

 

Thanks for your support

[EtherealN]

Hi I just made a new account and then submitted a support ticket:

TICKET number 19922

 

Yes my problem is situation number two you posted.

 

Lets hope they can make a new account for me and move my details over or something.

 

Thanks for your support

 

Most likely outcome would be to manually give you a new password, once authentication has been completed.

[=SCoRPioN=]

I've been having the same problem! I cant login or get the password reset and no replies to my emails to support. http://forums.eagle.ru/showthread.php?t=100652

[Two-Six]

4 days since I put my ticket in and still no response.

 

Come on hurry up will ya, I want to try some MP!

[Two-Six]

still no response......zzzzzzzzzzzzzzz

[=SCoRPioN=]

Over 30 days...

http://forums.eagle.ru/showthread.php?t=100652&page=2

[pii]

still no response......zzzzzzzzzzzzzzz

 

There is no doubt they have MAJOR problems in their Support department.

It took over 2 weeks for them to respond to an eStore problem (you know the store where they make their money from) at that point they asked me if a refund would be ok. So instead of just issuing a refund and be done they took 3 weeks more and I only got the refund when I asked a Mod here to help out.

 

So you have some more waiting.:mad:

 

ED really needs to understand how IMPORTANT GOOD Customer service is.

Good Customer service can make a customer a customer for life.

Bad Customer service can make a customer an X customer.

And taking weeks to answer support question especially ones that have to do with Sales is not only losing them business but customers.

[mallen0405]

Also dealing with the same thing. Bought the Black Shark 2 upgrade, got the wrong Serial number, and logged a case with support on the 11th March with no response. So at this stage, they have basically stolen my money.

 

Case number 19916

 

http://support.digitalcombatsimulator.com/en/19916

 

Unbelievable for a company to act this way...

[Two-Six]

Nine days now:joystick:

Lame.

[=SCoRPioN=]

Still unable to access my account(s).

 

Please, just email me my password reset link to LOCKON@USA.COM

Please!

Nothing is being filtered. All the domains with * in front are added to the white list! It's not my email, I swear! :(

[Two-Six]

14 days. Not a dicky bird.

 

I called my ISP today and they ARE NOT FILTERING IN ANY WAY my messages.

 

So its not that.

 

Perhaps DCS are just totally crap.

[a1adin]

Wow, I didn't know DCS customer service is this bad.

 

I have bought DCS BS2 upgrade on March 25, 2013,

and somehow I always get error message that my serial number is wrong

and I can not activate it.

I can not believe that this problem is still exist with the latest version.

 

I make a new ticket on March 26,

but so far there is no reply at all.

Edited March 27, 2013 by a1adin

[EtherealN]

Wow, I didn't know DCS customer service is this bad.

 

I have bought DCS BS2 upgrade on March 25, 2013,

and somehow I always get error message that my serial number is wrong

and I can not activate it.

I can not believe that this problem is still exist with the latest version.

 

I make a new ticket on March 26,

but so far there is no reply at all.

 

You have most likely installed the wrong module.

 

If you purchase upgrade, you need the upgrade module: http://www.digitalcombatsimulator.com/en/downloads/modules/dcs_black_shark_2_upgrade_english/?

 

Note filename: KA-50bs1_en_1.2.3.10201_147.exe

 

If the filename is not the correct one, it is probably the non-upgrade, which has separate serial numbers.

 

You can find instructions to uninstall here: http://forums.eagle.ru/showthread.php?t=100639

[manne]

I'm starting to wonder why there is no official response from the customer support department (or individual) or the CEO of TFC/DCS in regards to the lack of response and other issues raised by multiple members on this forum?

 

I'm glad somebody looked at my issue after I mentioned it here on the forums (I'm not sure how long it will take until I do get access to my second account though). But with all do respect, I'm seriously re-thinking if I ever want to buy any future modules for DCS if these complaints don't trigger anything within the company :cry:

 

It's hard to believe the customer support is too busy to answer a ticket within 2 months. And even if this is the case, there need to be some serious rethinking about communications to the customers, addressing the issues raised and what things will be changed to prevent these situations in the future. I really would like to hear from an official source that these problems are acknowledged and steps taken to prevent this from happening again. It really pisses me off and leaves a bad taste in my mouth. Especially seeing how many people seem to have issues with the customer support in general.

 

It's 2013. There is no excuse to treat your paying customers like this.

 

- A sincere thanks to the moderators/testers/community managers who are willing to look into issues raised here on the forums and looking for solutions. But this measure should not have been needed in the first place though.

Edited March 27, 2013 by manne

[Two-Six]

Well said! I totally agree. I can't believe there is such a glaring lack of anything in the way of an an official posting. Even just to acknowledge there is a problem and the usual we are working to fix it as soon as blabh blabh blabh thing would be better than NOTHING.

 

Its just strange to be honest. Why spoil what could be a great thing by such rubbish customer support? It's beyond me honestly.

[=SCoRPioN=]

This is a great team of developers and an awesome simulator, it's actually the best, period. I just wish the customer service would be more solid and quicker with response. I havent been able to fly in months. :(

[Two-Six]

Finally I got an answer to my ticket, it took about 3 minutes to get my password reset by technical operative Andrei via a couple of emails (which I received perfectly btw)

 

So case closed.

 

Phew!

Thanks Andrei

[=SCoRPioN=]

Finally I got an answer to my ticket, it took about 3 minutes to get my password reset by technical operative Andrei via a couple of emails (which I received perfectly btw)

 

So case closed.

 

Phew!

Thanks Andrei

 

 

I want the same resolution! Nothing back yet..

[EtherealN]

I sent you a clarifying PM Scorpion, please feel free to let me know via PM as soon as you have read and pursued the information contained therein and I will ensure it is handled ASAP.

[EtherealN]

(which I received perfectly btw)

 

Good to know there was a resolution, and please accept our apologies for the inconvenience. Just for clarity: the direct mail correspondence got through most likely because they do not trip any spam heuristic. (If you don't know how heursitics work, they are algorithms that analyze e-mail content (or computer program behaviour, in the case of AV) to judge whether they are suspicious, wherefore it is possible for a program in your computer or a service provider server to block an automated mail thinking it is phishing/spam purely on the heuristic, meaning that manual mails from the same domain will get through. Which services are affected depends entirely on how the heuristic in question in programmed, but the important point is that it can then block e-mails even without manual blocking measures being put in place. This is incidentally the same reason why my AV often tries to quarantine my test builds of the simulators - they look "strange" because they want to install software and the AV database has never seen them before - but as soon as a public release is made there's a lot of people using them and telling their AV that "no, this is fine" and the heuristic then learns that it should let the installer pass.

 

Unfortunately, with e-mail receipt, there is sometimes no such facility for "teaching" the heuristic.