Gyre Posted July 6, 2013 Posted July 6, 2013 If it's true that DCS is ignoring customer support, and I hope it's not, it's going to come back and bite them on the *ss. Customers will let prospective customers know on Amazon and on the big gaming websites and sales will be lost. How hard can it be to hire a half-dozen people at minimum wage to answer questions and help people with activation problems, of which there are many due to the complex anti-piracy system? I'm not the only customer who believes that paying for a product deserves a measure of reciprocal customer support. Pretty much everybody over the age of 25 in America believes that. Short-term thinking, and neglecting customers is a sure plan to lose it all in the long-run. And it can be so easily avoided.
sobek Posted July 6, 2013 Posted July 6, 2013 Please state the exact nature of your problem or your ticket number, else we can't help you. Good, fast, cheap. Choose any two. Come let's eat grandpa! Use punctuation, save lives!
EtherealN Posted July 6, 2013 Posted July 6, 2013 Greetings, We do not ignore customer support. However it is correct that we are in a heavy load so there can sometimes be some delays, especially for more complex issues. How hard can it be to hire a half-dozen people at minimum wage to answer questions and help people with activation problems, of which there are many due to the complex anti-piracy system? A "half-dozen" people would actually be a significant portion of Eagle Dynamics staff. ED is not a big company. And also, it is hard to get people who know their way around these types of products for "minimum wage". Unfortunately, ED is a small company that does not have backing from a large publisher, which would normally be the party that handles customer support. Instead, we have to do this ourselves, while working in a niche market. It is unfortunate that this is currently causing some issues in customer support, but rest assured that we are working on solving this. As sobek mentioned, if you can describe the nature of your problem and/or supply a ticket number, I can take a look and hopefully assist you. [sIGPIC][/sIGPIC] Daniel "EtherealN" Agorander | Даниэль "эфирныйн" Агорандер Intel i7 2600K @ 4.4GHz, ASUS Sabertooth P67, 8GB Corsair Vengeance @ 1600MHz, ASUS GTX 560Ti DirectCU II 1GB, Samsung 830series 512GB SSD, Corsair AX850w, two BENQ screens and TM HOTAS Warthog DCS: A-10C Warthog FAQ | DCS: P-51D FAQ | Remember to read the Forum Rules | | | Life of a Game Tester
Gyre Posted July 6, 2013 Author Posted July 6, 2013 Clarification First. I don't want to be misunderstood. I based this post based on others that I had read. Not from personal experience. And my goal was not to criticize, but to suggest that this wasn't an area to neglect since you've got such a great product with such a great future ahead of it. I only obtained a trouble ticket # yesterday, so as I said, no problems myself with customer support. That said: my trouble ticket is: #23521. My application is telling me that I do not have a valid installation, despite having a serial #/ or registration key. When I try to deactivate (in order to reactivate) that's the message I get telling me that I can't do it. I'm sure that the problem came from an installation from before my motherboard died, and which I didn't have a chance to deactivate. After replacing the motherboard with a newer one, new processor ect. I've just continued to use the same Windows 7 setup, with the same applications, and with very few problems. Other than being told that I don't have a valid installation DCS will play but I've got no cockpit textures.:mad:
EtherealN Posted July 6, 2013 Posted July 6, 2013 I've responded to your ticket. [sIGPIC][/sIGPIC] Daniel "EtherealN" Agorander | Даниэль "эфирныйн" Агорандер Intel i7 2600K @ 4.4GHz, ASUS Sabertooth P67, 8GB Corsair Vengeance @ 1600MHz, ASUS GTX 560Ti DirectCU II 1GB, Samsung 830series 512GB SSD, Corsair AX850w, two BENQ screens and TM HOTAS Warthog DCS: A-10C Warthog FAQ | DCS: P-51D FAQ | Remember to read the Forum Rules | | | Life of a Game Tester
Gyre Posted July 6, 2013 Author Posted July 6, 2013 Thanks Customer Support! That totally took care of the problem. Thank you. And that was fast!
4cMavericK Posted July 8, 2013 Posted July 8, 2013 I've got a respond to my ticket after I contacted SagePay and they contacted you. Still, I had another question which I didn't get answer to. #23277 I agree with Gyre on this matter. We shouldn't be posting here on forum every time after our ticket doesn't get answer after a week or so... Fly, on your way, like an eagle, Fly as high as the sun, On your wings, like an eagle, Fly and touch the sun.
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