Elemental is junk » Forum Post by homeyulmie

psychoak

Join Date 07/2007

+225

Out of curiosity, did you wait more than five minutes?

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joasoze

Join Date 02/2006

+39

When I had trouble paying for a game, I got to talk with Stardock ppl on irc and got help. No problem for me.

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I have been trying to get Tech Support since Nov 26. They replied once then nothing.

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i once ordered a game from another company... sent it back (paid for shipping) because they sent me the wrong version. i've never heard back from them no matter how many times i tried to contact them... so they got my money for the original game i purchased and i lost money shipping the wrong version they sent me back... now that's a bad company!

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I like the game. Although, it is a bit of a lemon, so I can understand your complaints. I once turned in Bethesda for not answering my complaints to the Better Business Bureau. Bethesda was calling me in a couple weeks after that. It's an option.

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Murteas

Join Date 08/2003

+44

Honeyulmie,

Developers post all the time on the forum, and most of us have had good customer experiences with Stardock. I'm sure if you post more specifics about your problem (in the support area) you will get help, and probably a developer reply. However, if you are interested in getting a refund, you should contact sales@stardock.com, and they usually get back to you really quickly.

However, if you post/e-mail inflammatory comments like "Elemental is junk" then you will probably be ignored. Instead try to post *calmly* about the issues you are having, and I'm sure you'll have a good experience here. Remember they are people just like you and I, and like to be treated politely, they aren't trying to rip you off, or take your money. they want to provide a good game experience in trade for your money.

Best of luck to you.

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Did you email them or use a contact form or what? Also November 26th was Black Friday and a holiday weekend, so they may have had an increase in technical support requests due to Elemental being sold in retail stores.

You claim in your last attempt at posting (https://forums.elementalgame.com/401140) that you got ahold of tech support, they helped you, and now your game won't load. You demanded a refund previously and Stardock told you to speak with sales, but now you're complaining about tech support again.

Also, after saying it won't load at all, you went on to say "Do you get those error messages every 5 minutes or so. This broken game crashes and freezes that much." So your game was suddenly loading but then crashing every five minutes.

You stated that you downloaded the latest 'so called patch' (In your words), and Stardock responded with:

That is something you will need to discuss with sales/support. We cannot authorize or provide refunds via the forums. Please note though that the latest update is the 1.1 beta, which is provided for testing purposes. If you're not interested in testing, you may find it less frustrating to stick with the 1.09 release version for the time being.

Did you uninstall and go back to the 1.09 release and drop the beta? Or are you just trolling?

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This has a fishy smell to it.

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ScottTykoski

Join Date 03/2001

+132

This has a fishy smell to it.

No, I know that support has been backed up since Thanksgiving, so this user may have a legitimate complaint.

RE OP: The guys downstairs are toiling away at their support tickets, I assure you. You'll be getting a response soon.

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Rosco_P

Join Date 07/2009

+178

There are a few things to keep in mind:

1) We're still taking care of the Thanksgiving backlog, so there may be some delay in our response. Please be patient, we will get back to you.

2) When you send us an email, it resets the "Last Activity" on the ticket, which is what our system uses to order the tickets. This means every time you send us an email, your ticket gets moved to the end of the queue. To prevent delays, try to avoid multiple emails.

3) I understand you're frustrated, but calling us thieves is not the way to go about this. Please keep things civil.

I've responded to your ticket, so you should already have a response.

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OK, no smell.

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I don't smell fish, more like a dirty diaper. People rage so quickly over such minor things. No perspective.

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Quoting Rosco_P,

reply 10

There are a few things to keep in mind:

1) We're still taking care of the Thanksgiving backlog, so there may be some delay in our response. Please be patient, we will get back to you.

2) When you send us an email, it resets the "Last Activity" on the ticket, which is what our system uses to order the tickets. This means every time you send us an email, your ticket gets moved to the end of the queue. To prevent delays, try to avoid multiple emails.

3) I understand you're frustrated, but calling us thieves is not the way to go about this. Please keep things civil.

I've responded to your ticket, so you should already have a response.

OP's words are harsh and uncalled for, but this is not the first time someone has talked about Stardock's response time either. Fans will tell new comers to sit back, relax or even lash out at those who are lashing out, but that doesn't change the fact that initial experience for the OP from Stardock was a bad one.

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Quoting Nesrie,

reply 13

Quoting Rosco_P,
reply 10

There are a few things to keep in mind:

1) We're still taking care of the Thanksgiving backlog, so there may be some delay in our response. Please be patient, we will get back to you.

2) When you send us an email, it resets the "Last Activity" on the ticket, which is what our system uses to order the tickets. This means every time you send us an email, your ticket gets moved to the end of the queue. To prevent delays, try to avoid multiple emails.

3) I understand you're frustrated, but calling us thieves is not the way to go about this. Please keep things civil.

I've responded to your ticket, so you should already have a response.

OP's words are harsh and uncalled for, but this is not the first time someone has talked about Stardock's response time either. Fans will tell new comers to sit back, relax or even lash out at those who are lashing out, but that doesn't change the fact that initial experience for the OP from Stardock was a bad one.

Yeah, but he tried to contact them over a holiday weekend. You can't expect a lightning quick response. And it was in the middle of said weekend, so there were already days worth of emails to go through. Normally I find SD's response time to be pretty good, but then, I try to avoid contacting them on weekends, holidays, etc.

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Regardless of homeyulmie's issues, creating a thread like this does nothing other than make himself look immature and really begs the question "why would anyone want to help him?"
Voicing concenrs is a valuable and essential part of customer feedback. Posting "Elemental is Junk" is simply not needed, and reeks of a spoilt brat used to his Call of Duty titles requring nothing more than a credit card and a heart beat to operate.

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Or he is someone that paid 50$ for a game and then was ignored when trying to get support, and became upset. I get it, even if I don't agree with it.

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Let's just label him an anti-Semitic communist terrorist fascist neo-nazi traitor and call for his assassination. That I think, is the most impartial and fair way to deal with this. We just have to try to remain neutral and unbiased when labelling people for the purpose of defamation and discrediting.

@homeyulmie

I disagree with what you have said,

and therefore I hate you and want you dead.

Your communist rhetoric fills me with dread,

you sour my milk, and mouldy my bread.

Your terrorist trolling must be put to bed,

the answer is only to fill you with lead.

Now we can all have pizza and drinks.

But really, I can only seriously and hypocritically say that only the devs, mods, and support staff should have responded to this thread, and then only through pm or support orientated emails. It should otherwise have been completely ignored by everyone else, and either locked or deleted. Not that real issues are not valid complaints, it's only that the end seems to be invalidated by the means.

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Quoting Lord Xia,

reply 16

Or he is someone that paid 50$ for a game and then was ignored when trying to get support, and became upset.

Then make a post along the lines oh "Err.. Hi, my Ticket is being ignored. Little help?" rather than "WHAAA, WHAAA". Seriously, there's a right way and a wrong way to conduct one's self, even on the internet.

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Quoting Lord Xia,

reply 16

Or he is someone that paid 50$ for a game and then was ignored when trying to get support, and became upset. I get it, even if I don't agree with it.

well, 50$ for support is very cheap... same in the open source world ( linux ), support is something expensive ( both for the customer and the software creator )...

Seem that homeyulmie wish a premium support like the from redhat ( https://access.redhat.com/support/offerings/production/sla.html )... 24/24 houes, 7 on 7 days... it is possible but at a high tag price... between 1000$ and 3000$ by year...

In case of game, the support team is usually short manned and delay are more long... like everything, you have what you pay for...

Agree that Elemental is somehow unfinished... like the majority of game released the last few years... but support is something that Stardock was always good at it... sometime with long delay but a polite communication usually resolve everything...

In fact, these topic is a good example of the Stardock support... topic was started the 7/12 at 2:43 ... less that one hour after, a dev and a support guy have reply... in the open source software, it is equivalent to a premium support... and this for only 50$ !!!

My point is that people need to be happy to have a support like these from Stardock, specially when related to the low price of a game software...

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Tridus

Join Date 03/2008

+110

Quoting kyogre12,

reply 14

Yeah, but he tried to contact them over a holiday weekend. You can't expect a lightning quick response. And it was in the middle of said weekend, so there were already days worth of emails to go through. Normally I find SD's response time to be pretty good, but then, I try to avoid contacting them on weekends, holidays, etc.

And it's been just about two weeks. If they don't have the staffing level to respond within two weeks after Thanksgiving, they need to hire more staff.

This is certainly a poor thread title, but there's a legitimate issue buried in there.

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I think a better topic could been used for this.

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Quoting Thoumsin,

reply 19

Quoting Lord Xia, reply 16Or he is someone that paid 50$ for a game and then was ignored when trying to get support, and became upset. I get it, even if I don't agree with it.
well, 50$ for support is very cheap... same in the open source world ( linux ), support is something expensive ( both for the customer and the software creator )...

Seem that homeyulmie wish a premium support like the from redhat ( https://access.redhat.com/support/offerings/production/sla.html )... 24/24 houes, 7 on 7 days... it is possible but at a high tag price... between 1000$ and 3000$ by year...

In case of game, the support team is usually short manned and delay are more long... like everything, you have what you pay for...

Agree that Elemental is somehow unfinished... like the majority of game released the last few years... but support is something that Stardock was always good at it... sometime with long delay but a polite communication usually resolve everything...

In fact, these topic is a good example of the Stardock support... topic was started the 7/12 at 2:43 ... less that one hour after, a dev and a support guy have reply... in the open source software, it is equivalent to a premium support... and this for only 50$ !!!

My point is that people need to be happy to have a support like these from Stardock, specially when related to the low price of a game software...

Or take my advice, if your going to bitch about the free tech support you are getting, and insult the people bringing it to you then learn to fix the problem yourself.

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Quoting Trojasmic,

reply 4

i once ordered a game from another company... sent it back (paid for shipping) because they sent me the wrong version. i've never heard back from them no matter how many times i tried to contact them... so they got my money for the original game i purchased and i lost money shipping the wrong version they sent me back... now that's a bad company!

What game and what company is that?

Really curious to find out ^^

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ZombiesRus5

Join Date 02/2009

+340

And it's been just about two weeks. If they don't have the staffing level to respond within two weeks after Thanksgiving, they need to hire more staff.

2) When you send us an email, it resets the "Last Activity" on the ticket, which is what our system uses to order the tickets. This means every time you send us an email, your ticket gets moved to the end of the queue. To prevent delays, try to avoid multiple emails.

Doesn't matter how much staff they have... If you spam support you will not get your ticket worked until you complain in a public thread like this. Patience would have been a better course of action IMO.

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Quoting Rosco_P,

reply 10

There are a few things to keep in mind:

2) When you send us an email, it resets the "Last Activity" on the ticket, which is what our system uses to order the tickets. This means every time you send us an email, your ticket gets moved to the end of the queue. To prevent delays, try to avoid multiple emails.

That's not a brilliant system is it..? And hardly something you can expect the customer to have any knowledge about.

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