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Another week goes by with no sign of support

posted by blackvulcan3 on - last edited - Viewed by 752 users

Ok, the last thing we heard was on the 12th of July. What has been done this week for the game to actually work as advertised.

Its now over 3 weeks since release of episode 2 and we are yet to see resolution.

If you are planning on waiting and combining the update to episode 3, please let us know so we don't have to come back every day to see if the game we have paid for is playable yet.

I thought the lack of communication prior to episode 2 was disgraceful, this is just downright rude, to your customers who purchased something in good faith on which you have failed to deliver.

Can we please get a little communication on how much longer we have to wait to be able to play this game.

Thanks.

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  • @blackvulcan3 said: Ok, the last thing we heard was on the 12th of July. What has been done this week for the game to actually work as advertised.

    Its now over 3 weeks since release of episode 2 and we are yet to see resolution.

    If you are planning on waiting and combining the update to episode 3, please let us know so we don't have to come back every day to see if the game we have paid for is playable yet.

    I thought the lack of communication prior to episode 2 was disgraceful, this is just downright rude, to your customers who purchased something in good faith on which you have failed to deliver.

    Can we please get a little communication on how much longer we have to wait to be able to play this game.

    Thanks.

    I don't even think their customer service team check this forum. You'll get a prompt reply with no actual information or answers if you post in Shopping forum.

  • from mike @ tell tale yesterday on another thread
    "Per my technical support FAQ thread here, this is happening to a very small percentage of Mac users. It's definitely not anywhere near the majority. Unfortunately, I don't have any further information to pass along since I updated that thread. Our QA and production departments are aware of the issue and are working to resolve it as soon as possible, but I haven't been given an ETA on when that will be.

    Smuggling, please send me a PM with your ticket number so I can take a look at it for you."

    ...small percentage... a small percentage is one or two!!!!
    if its such a small amount of people and by the small amount of shit that telltale seem to give u would think that it would have been a small amount of time before we got a fix... seriously, telltale need to get their heads out of their asses and refund me or fix it.

  • Well I'll have a reply by the 26th because that is the last date Telltale has to submit a response to the Better Business Bureau ... its a shame it has to take this long

  • @RyanJ said: Well I'll have a reply by the 26th because that is the last date Telltale has to submit a response to the Better Business Bureau ... its a shame it has to take this long

    Even that is unfortunately not certain, since a couple of other recent complaints to the BBB have already gone unanswered. :-/

    http://www.bbb.org/greater-san-francisco/business-reviews/computer-software-publishers-and-developers/telltale-games-in-san-rafael-ca-277990/complaints

  • The small percentage excuse is a joke. Most people don't use forums. On the poll I made about Telltale's piss poor customer service, 14 people voted in the day or so the poll was up before the admin locked the thread.

    They keep refusing to publicly address the problem and their lack of any semblance of customer support because they don't want to scare away potential suckers from buying their faulty product.

    The fact that Mike refuses to pass on the name of his supervisor / boss so that we may complain to someone more senior just shows a total lack of professionalism across the board.

    There are a litany of dissatisfied customers and about 2 dozen vocal ones. No one has been granted a refund they deserve, which shows that telltale has no class or standards. If I purchased this game from EB, Bestbuy, JB Hi-Fi or any honorable reseller they would refund or exchange for credit the item.

    The problem isn't difficult to fix. It can be solved by putting both episodes up as a combined download on the telltale server with instructions on how to copy saved games over. This is the simplest solution and could be sorted within a day. Here we are approaching 1 month with no solution, no information and no refund.

    Telltale can suck it.

  • How can this "Mike" guy write crap like that? There are already enough of us who 1) paid for the product in advance, 2) can't get said product to work, and 3) write about the problems here. Then they lock the thread?

    I have written on the forum, contacted Telltale and Better Business Bureau. Still no answer. And this "Mike" guy has the nerve to practically tell us to shut up about it because, according to him, we're a minority and don't deserve proper customer service.

    MIKE! Are you usually satisfied if you buy something and get 1/5 of what you paid for? Is it okay to tell the customers with problems that "there are not too many with problems so shut up about it" and close the door?

  • That is not even remotely what I said, or implied. It IS a very small number of people that it's happening to, which made reproducing the issue internally difficult and time-consuming. It's not as simple as making a new download available that includes both episodes, from what I've been told.

    Again, as I said in that thread and in the support FAQ, they're aware that there's an issue and are working on fixing it. I don't have a reason for the huge delay beyond what I said above. I know it sucks, and I'm not happy about it either.

    With that said, they were able to reproduce the issue this week, and the fix that QA tested this afternoon appears to have been successful. We could potentially update the game as early as tomorrow. While that's likely to happen, it's not certain as of right now.

  • Thanks Mike, although it may not seem like it we do appreciate the work going in and also the updates, when we get them.

    I think the problem has been the lack of communication as a whole. I think we would all like to see regular updates, even if the solution is not found. My two cents.

    Thanks again, heres hoping that we do get a resolution soon.

  • Thank you for the update, however do you believe this fix would only be relevant to Mac users, as I run Windows 7 and have been having the same issue (along with a few others I've seen on the forums running Windows).

  • Thanks for the update. The issue is a combination of the length of time before any fix (still waiting), and the fact that there was no communication from Telltale, giving the strong impression that you don't give a damn. You can't stop talking about your games when you're marketing them and trying to sell them - but you're happy to let months go by in silence when a number of your customers are affected by an issue that means they can't play the game they paid for.

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