Telltale Games

oldyellerdeservedit · 01/12/2013, 09:45 am

To whom it may concern,

I was able to go all the way through Episode 3, the credits ran, I went to bed. The next day I woke up, loaded The Walking Dead from Steam on my MacBook Pro (running the current version of Lion), went to the saved screen, and noticed that the saved game in slot 1 was from 2 days prior to that day. Still, I attempted to load the game and saw that it brought me all the way back to Episode 2, I then clicked on Episode 4 and it asked me if I was sure that I wanted the game to make generic decisions.

After a long Google search I found that quite a few people had the same issue and that you, TellTale Games, had not provided a solution. After some careful consideration I decided to start from Episode 2, unfortunately, the game will not load at all now. I even reinstalled the game to no avail.

Please assist in rectifying this issue or else I will be forced to go to the Better Business Bureau, and or other consumer protection agencies, including my local government.

Thank you in advance,
Nate

*DjNDB* · 01/12/2013, 09:57 am

It's possible that your issue is caused by having multiple prefs.prop files, which sometimes happens for unknown reasons.
There should be only one prefs.prop, and that's in the savegame folder:
Mac: ~/Library/Application Support/Telltale Games/TheWalkingDead/

Please check if there are additional prefs.prop files in the install folder
(e.g. \Steam\SteamApps\common\the walking dead)
or its subfolders.
If so, make a backup copy of the prefs.prop and delete it from the install folder.

If that doesn't help try the steps below.

If you are playing through steam, you first need to disable steam cloud for TWD (In Steam, right click TWD and select "properties". Open the tab "updates" and remove the checkbox from "Enable Steam cloud synchronization for TWD").

Then make a backup copy of the savegame folder's prefs.prop, and then try copying the install folder prefs.prop to the savegame folder.

oldyellerdeservedit · 01/12/2013, 10:48 am

Quote:

Originally Posted by DjNDB

It's possible that your issue is caused by having multiple prefs.prop files, which sometimes happens for unknown reasons.
There should be only one prefs.prop, and that's in the savegame folder:
Mac: ~/Library/Application Support/Telltale Games/TheWalkingDead/

Please check if there are additional prefs.prop files in the install folder
(e.g. \Steam\SteamApps\common\the walking dead)
or its subfolders.
If so, make a backup copy of the prefs.prop and delete it from the install folder.

If that doesn't help try the steps below.

If you are playing through steam, you first need to disable steam cloud for TWD (In Steam, right click TWD and select "properties". Open the tab "updates" and remove the checkbox from "Enable Steam cloud synchronization for TWD").

Then make a backup copy of the savegame folder's prefs.prop, and then try copying the install folder prefs.prop to the savegame folder.

Thank you for your interest, however, I'm not looking for a "hack", I'm looking for an official response and a real fix. I should not have to fix a game that has made millions of dollars for a company that isn't willing to support its faulty product. I will give a reasonable amount of time before I make an official complaint.

Also, I only have one saved game file.

oldyellerdeservedit · 01/21/2013, 11:16 am

Time is up, I made my formal complaint to the BBB. It is hard to believe that such a company can ignore so many dissatisfied customers, even after receiving bad press. Shame on you Telltale games for completely disappointing so many of us!

jimrawr · 01/21/2013, 05:29 pm

Most pathetic customer support I have ever experienced in my life with any company.

JordyLicht · 01/21/2013, 11:30 pm

Really?
I've tried getting customer support for the game "Deadlight" because it crashes my entire computer, but there has been NO help whatsoever. Nothing from developers, sales team, etc, etc. I spent 15 euros on that game and I haven't even seen the first level. That's WAY worse support than Telltale Games.
How about ISP's? When I first moved to my new place I tried to get internet to work. All the ISP helpdesk said was: "Sorry, we don't support Apple products". <click>

It gets worse than Telltale. Way worse.

jimrawr · 01/22/2013, 05:37 am

Quote:

Originally Posted by JordyLicht

Really?
I've tried getting customer support for the game "Deadlight" because it crashes my entire computer, but there has been NO help whatsoever. Nothing from developers, sales team, etc, etc. I spent 15 euros on that game and I haven't even seen the first level. That's WAY worse support than Telltale Games.
How about ISP's? When I first moved to my new place I tried to get internet to work. All the ISP helpdesk said was: "Sorry, we don't support Apple products". <click>

It gets worse than Telltale. Way worse.

How is that any different then my situation? I boughtg the game, installed it, and I cannot save the game even one time. Ive tried everything on the forums, I have totally uninstalled and reinstalled, even to a different harddrive. The game will not save for me, so its totally unplayable. Their response is..... wait for it...... *crickets*

How can it be worse? I am not the only one in this situation and their way of dealing with it is not doing anything, and not even responding to emails.

They arent the only bad company, but they are definitiely way at the bottom. Unless a company is actually stealing from you, this is about as bad as it gets IMO. Selling a broken product and hiding from your customers..

JordyLicht · 01/22/2013, 06:01 am

Touché...
The fact that there is total silence from Telltale is unforgivable.

The whole broken product thing however is just not that black and white. There are lots of people on here who have no trouble playing the game at all. They won't agree with the fact that the game is broken; in fact I'm pretty sure that there are users on the forums who still don't even know that there are people who are unable to play the game.
Yes, it's completely fucked up that there are so many users with problems, but other than giving another game for free, I don't see what Telltale is supposed to do here. Refunds are just not gonna happen and at this time I'm convinced they can't fix the bugs, because they simply do not know or understand what is happening.

And then there's the other side of the story; you (and a lot of people) can't play or continue the game and you are more than right to be completely pissed off. This is why I will not say that you are wrong, because if I had the same shit I would be just as angry. In fact, I was around August last year when I couldn't even download any new seasons. This got fixed however. After having to start over multiple times, because the game wouldn't read my savegames, I got angry again, but that got (magically, I have to add) fixed as well.

jimrawr · 01/22/2013, 06:05 am

Yeah.. all they have to do really is acknowledge that they are aware of these issues (and list them), and then tell us they are working on it and expect it to be done in X amount of time.

I think that would satisfy most people knowing they didnt get burned out of their money indefinitely. How hard can it be to fix save game issues? Just ignoring your customers when there is so many problems is inexcusible IMO.

01/12/2013, 09:45 am	#1
oldyellerdeservedit Junior Member Join Date: Jan 2013 Location: Pittsburgh, PA, USA Posts: 21	Not loading from save/not loading at all To whom it may concern, I was able to go all the way through Episode 3, the credits ran, I went to bed. The next day I woke up, loaded The Walking Dead from Steam on my MacBook Pro (running the current version of Lion), went to the saved screen, and noticed that the saved game in slot 1 was from 2 days prior to that day. Still, I attempted to load the game and saw that it brought me all the way back to Episode 2, I then clicked on Episode 4 and it asked me if I was sure that I wanted the game to make generic decisions. After a long Google search I found that quite a few people had the same issue and that you, TellTale Games, had not provided a solution. After some careful consideration I decided to start from Episode 2, unfortunately, the game will not load at all now. I even reinstalled the game to no avail. Please assist in rectifying this issue or else I will be forced to go to the Better Business Bureau, and or other consumer protection agencies, including my local government. Thank you in advance, Nate

01/12/2013, 09:57 am	#2
DjNDB Community Moderator Join Date: Jan 2007 Location: Germany Posts: 4,847	It's possible that your issue is caused by having multiple prefs.prop files, which sometimes happens for unknown reasons. There should be only one prefs.prop, and that's in the savegame folder: Mac: ~/Library/Application Support/Telltale Games/TheWalkingDead/ Please check if there are additional prefs.prop files in the install folder (e.g. \Steam\SteamApps\common\the walking dead) or its subfolders. If so, make a backup copy of the prefs.prop and delete it from the install folder. If that doesn't help try the steps below. If you are playing through steam, you first need to disable steam cloud for TWD (In Steam, right click TWD and select "properties". Open the tab "updates" and remove the checkbox from "Enable Steam cloud synchronization for TWD"). Then make a backup copy of the savegame folder's prefs.prop, and then try copying the install folder prefs.prop to the savegame folder. __________________ I am a Community Moderator, and I am here to keep the Forum a fun place for everyone. My posts represent my personal opinion. I am a volunteer, not a TTG employee.

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01/21/2013, 11:16 am	#4
oldyellerdeservedit Junior Member Join Date: Jan 2013 Location: Pittsburgh, PA, USA Posts: 21	Time is up, I made my formal complaint to the BBB. It is hard to believe that such a company can ignore so many dissatisfied customers, even after receiving bad press. Shame on you Telltale games for completely disappointing so many of us!

01/21/2013, 05:29 pm	#5
jimrawr Junior Member Join Date: Dec 2012 Posts: 12	Most pathetic customer support I have ever experienced in my life with any company.

01/21/2013, 11:30 pm	#6
JordyLicht You said member... Join Date: Dec 2010 Location: Amsterdam, The Netherlands Posts: 430	Really? I've tried getting customer support for the game "Deadlight" because it crashes my entire computer, but there has been NO help whatsoever. Nothing from developers, sales team, etc, etc. I spent 15 euros on that game and I haven't even seen the first level. That's WAY worse support than Telltale Games. How about ISP's? When I first moved to my new place I tried to get internet to work. All the ISP helpdesk said was: "Sorry, we don't support Apple products". <click> It gets worse than Telltale. Way worse.

01/22/2013, 06:01 am	#8
JordyLicht You said member... Join Date: Dec 2010 Location: Amsterdam, The Netherlands Posts: 430	Touché... The fact that there is total silence from Telltale is unforgivable. The whole broken product thing however is just not that black and white. There are lots of people on here who have no trouble playing the game at all. They won't agree with the fact that the game is broken; in fact I'm pretty sure that there are users on the forums who still don't even know that there are people who are unable to play the game. Yes, it's completely fucked up that there are so many users with problems, but other than giving another game for free, I don't see what Telltale is supposed to do here. Refunds are just not gonna happen and at this time I'm convinced they can't fix the bugs, because they simply do not know or understand what is happening. And then there's the other side of the story; you (and a lot of people) can't play or continue the game and you are more than right to be completely pissed off. This is why I will not say that you are wrong, because if I had the same shit I would be just as angry. In fact, I was around August last year when I couldn't even download any new seasons. This got fixed however. After having to start over multiple times, because the game wouldn't read my savegames, I got angry again, but that got (magically, I have to add) fixed as well.

01/22/2013, 06:05 am	#9
jimrawr Junior Member Join Date: Dec 2012 Posts: 12	Yeah.. all they have to do really is acknowledge that they are aware of these issues (and list them), and then tell us they are working on it and expect it to be done in X amount of time. I think that would satisfy most people knowing they didnt get burned out of their money indefinitely. How hard can it be to fix save game issues? Just ignoring your customers when there is so many problems is inexcusible IMO.