No Steam Support? Lame!

[PerfectFaro]

I've gotten exactly zero response about my problem from anyone on the forum (the game shuts down after ten minutes); I know I'm not the only one with this problem. Yet, not even one of the developers whose posts I've seen here has bothered to respond. Okay, fine: I'll take the problem to Steam Support. Surprise: the game doesn't appear in the list of games! So, the game doesn't work, Steam doesn't support it, and the developers are nowhere to be found. I have to say, guys: not a good way to get people to play your game. Looks like there is an uninstall in my future...

EDIT: Was able to contact Support through a different route. Now let's see what they have to say...

[Quick]

How hard is to ask your problem on their website?

[PerfectFaro]

I checked their website, and they aren't providing any answers. The general consensus seems to be that the problem is with Steam, since non-Steam versions of the game aren't experiencing the same problems. Considering the number of people complaining about this on the official site, it's pretty sad that they aren't releasing any info about it. I'm still waiting to hear from Steam Support, but it looks as if they released the game without checking that it would work under Steam. Bad move: a lot of people have gotten a very unfavorable view of the game because of this (myself included).

[ComradeLenin]

Why on earth are you contacting Steam support (who is Valve) when you can easily contact Petroglyph or even post on the RoI forums? The RoI login name is also your forum name on the RoI forums. You don't need to make a new forum account...

[PerfectFaro]

@cComradeLenin

Apparently, reading isn't your strong suit. I did in fact contact Petroglyph, but so far there's been no response. The reason that I contacted Steam is that I downloaded and installed the game through Steam, and according to Petroglyph, the problem is ONLY with the Steam version of the game. If Steam is going to offer a game, it would seem to follow that it is responsible for making sure that it's playable. A more pressing question for me is, why on Earth would you post such a monumentally unhelpful response?

[overread]

Considering that its not affecting all Steam users its probably a fault that might have slipped through general testing and that its only with its wider spread release that the problem has appeared.

Furthermore chances are that the developers are saying nothing because they've, as yet, got nothing to say save for "we are working on it" (which might well have been said in an early report of this problem and thus the developers have no re-issued the comment in later, even if more publicised, discussions on the site).

[Berek]

Hi guys! We try to get to everyone's posts, but naturally the Steam forums are are sometimes so busy that a post or two slips through our fingers.

The best thing for support issues like these is to send a ticket to http://support.petroglyphgames.com. We will answer there and be able to fully respond!

I am going to try and help right away though and guess that you have a certain type of CPU. Could you list your computer's CPU? There have been some 10min timeout issues involved with certain processors.

Thanks, and sorry about the delay in responding!

[ComradeLenin]

@cComradeLenin

Apparently, reading isn't your strong suit. I did in fact contact Petroglyph, but so far there's been no response. The reason that I contacted Steam is that I downloaded and installed the game through Steam, and according to Petroglyph, the problem is ONLY with the Steam version of the game. If Steam is going to offer a game, it would seem to follow that it is responsible for making sure that it's playable. A more pressing question for me is, why on Earth would you post such a monumentally unhelpful response?

Apparently, writing isn't your strong suit because you didn't mention contacting Petroglyph in either of your 2 posts.

All you wrote was:
1. Developers didn't answer your threads on the Steam forums. (They don't answer/look at every thread and are far more active on their forums than these)
2. You tried contacting Steam support.
3. You checked their website... but didn't actually post anything or contact them.

Nowhere did you mention that you attempted contacting Petroglyph. Way to be a complete ♥♥♥.

Sorry for suggesting contacting Petroglyph support. Sorry for being so unhelpful :rolleyes:

Nor is Steam responsible for the quality of games it releases on it's service.

Just take a look at this game that was overpriced, barely worked on release, had no community for a multiplayer game, and was removed from the store after the developer went bankrupt:
http://forums.steampowered.com/forums/forumdisplay.php?f=1077

I wish Valve had a QA team testing games out before they are released on Steam but they don't.

[PerfectFaro]

@ ComradeLenin:

You have a serious problem with jumping to conclusions and becoming belligerent when you don't understand something. You might want to work on that.

@ Berek:

Thanks for taking the time to get back to me here. I've already submitted a ticket at the Petroglyph site, but for the record, my processor is an Intel Core Duo CPU E7300 @ 2.66Ghz.

[Berek]

@ ComradeLenin:

You have a serious problem with jumping to conclusions and becoming belligerent when you don't understand something. You might want to work on that.

@ Berek:

Thanks for taking the time to get back to me here. I've already submitted a ticket at the Petroglyph site, but for the record, my processor is an Intel Core Duo CPU E7300 @ 2.66Ghz.

Nice processor! Definitely should run the game well enough. Will take a look now.

[PerfectFaro]

Berek:

While I appreciate your interest, I have to say that your company's support is about the worst I've ever seen. I received a response to my ticket, but instead of offering a solution, I instead got a boilerplate response blaming the problem on the servers being down. For the record, the problem has NOTHING to do with the servers; it is a problem with the application itself, which stops working ten minutes after launching the game. It would appear the support staff didn't even bother reading my ticket, and simply sent out a generic response. Extremely disappointing.

The sad thing is, in the short time I've been able to play the game, I do see quite a bit of potential, which is why I haven't simply given up and uninstalled the game. But it seems that Petroglyph is doing everything it can to ensure that I never have anything to do with the company ever again. Support means taking the time to investigate what the problem is, and offering an actual solution. I have seen no indication that Petroglyph or Steam is making that effort.

[Berek]

Hi PerfectZero!

Great to hear that you are enjoying the game and find interest in seeing it progress! We read every forum post and respond to most to ensure that we try to fit as much community feedback into future builds as possible.

The servers were down at the time of the support ticket request, which is why we made that connection. We never send out generic responses, they are directed to resolve the issue.

For the 10 minute timeout issue, we realize others are having this problem and are working hard to find a resolution for you. This isn't your fault, it's ours and we will take care of it right away!