Unresolved Ticket And No Communication.

Discussion in 'Technical Reports' started by Nerazzurri2014, May 19, 2018.

  1. Nerazzurri2014

    Nerazzurri2014 New Member

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    Almost 5 weeks after raising a ticket my problem is still unresolved. The most frustrating part is the delays between responses - the last time I heard from support was 10 days ago!

    Where do I go from here? Hope DTG Support get back to me before the year is out, or uninstall TS and spend my money elsewhere?

    Regards.

    Ticket #SGU-160-47421
     
  2. TrainSim-Steve

    TrainSim-Steve Senior Producer Staff Member

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    Hi Nerazzurri2014,

    Thanks for raising this with us, I've passed over the details to get someone to respond to you. I could also use some additional detail that I'll DM you about now.

    Best, Steve
     
  3. Nerazzurri2014

    Nerazzurri2014 New Member

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    Thank you very much Steve. Replied.
     
  4. John Murphy

    John Murphy Well-Known Member

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    5 weeks is nothing. One time I was reporting a major crash bug and it took the DTG team 3 months to reply to me, and that was only after I messaged them asking for a progress update. I understand if it takes a while to find out what the issue is, or if you have a big backlog of reports, but that is just plain ridiculous.

    As far as what to do, you can keep going with TS if you want, but I would suggest having another train sim as well, in case TS is rendered unplayable by neglected bugs or something.
     
  5. Benelux62

    Benelux62 New Member

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    OOO thats nothing i have made a ticket for Mannheim - Karlsruhe that there are some bug's in to the route
    and the quick drive scenario's will be colliding i made the ticket last year 2017 i think it was october
     
  6. John Murphy

    John Murphy Well-Known Member

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    And you still haven't gotten a reply? That's just absolutely pathetic.
    Yeah, I've noticed that too. The AI trains always derail or collide in Quick Drive and that's when the whole game doesn't crash. That's why I hate AI trains in Quick Drive.
     
  7. Benelux62

    Benelux62 New Member

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    yes

    I have no a reply its very bad.
    for a great bussinnes
     
  8. Benelux62

    Benelux62 New Member

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    TrainSim-Steve

    hello

    Maybe you can look to the route Mannheim to Karlsruhe to Update this route
    and build it further to Basel SBB Via Offenburg and maybe from Mannheim to Frankfurt Hbf
    Than whe have a big nice route

    Best Regards
    Johan
     
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  9. TrainSim-Steve

    TrainSim-Steve Senior Producer Staff Member

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    Thanks for the suggestion Johan, maybe you'll get your wish... keep your finger's crossed ;)

    While writing, could you share your ticket number with me so I can investigate why you've not received a response?

    Many thanks, Steve
     
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  10. Benelux62

    Benelux62 New Member

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    TrainSim-Steve
    I Hope so that the route will come.
     
  11. TrainSim-Steve

    TrainSim-Steve Senior Producer Staff Member

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    So just to be clear on this as this looks from our perspective - and thank you Johan for sharing your ticket details with us.

    Of the two tickets submitted:

    The first was submitted to us on 23rd October 2017 and responded to on 26th October 2017. This then continued with two more responses from yourself and a final response from us on 30th October 2017 - that's 7 days to bring the ticket to conclusion.

    The second was submitted by you to us on 4th December 2017 and responded to on 7th December 2017 which was the final response - that's 3 days to bring the ticket to conclusion.

    The resolutions of both these tickets was such that they needed to be raised with the Development Team for action and I can see from our internal bug tracker that these have both been booked in but have not yet been resolved by the Development Team.

    I hope this helps clear things up a bit.

    Best, Steve
     
  12. Nerazzurri2014

    Nerazzurri2014 New Member

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    I admire your patience!!

    I see Steve has replied.

    Regarding my issue - it seems a W10 update has resolved the matter for me.

    Despite the issue resolving itself, rather than a fix from support, I'd like to say I felt more valued after speaking to Steve and was offered good service thereafter.
     
  13. ChooChooKeith

    ChooChooKeith Active Member

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    This would be awesome. Love the Frankfurt-Karlsruhe route. Best one out!!
     

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