gamesas support (3 feb. 2012)

Hi ***,

We thank you for your input. gamesas does monitor their forums, even if they aren't posting responses. Just so
you know, Skyrim, as well as our other titles released on consoles were approved by Sony and Microsoft Quality
Assurance before their release.

Best Regards,

His/Her Name
Technical Support

My Response (4 feb. 2012)

Hello ***, and thank you for your response. First let me ask if you have forwarded my
letter to Todd Howard and Pete Hines, like I asked to in my first letter to you? I know
they are really busy, and I understand that, but in my opinion I believe the situation
to be exceptional. And I would really like a response from them, if they wish to do so.

And about the response you gave. A lot of players, either on PS3, Xbox or PC, have
problems. So I have a hard time understanding why it matter that Sony and Microsoft
approved the games. Are you saying that the games don't have problems - that they
are working because they approved them? Or, are you saying that I should talk to
Microsoft and Sony for approving the game?

I'm not trying to be smart here, and you'll have to excuse me if I didn't understand
you correctly. English is not my first language, so perhaps I'm wrong in assuming
the above.

I would really like to hear from you again about this.
And again, thank you for your response.

Best Wishes
/ ***
***, Sweden

gamesas support (6 feb. 2012)

Please use the steps below to record and send us the information about the current installation of DirectX on the computer. We need this detailed information in order to assist in troubleshooting the issue at hand. No personal information is contained in the report.

Windows 95/98/ME/2000/XP

- Click Start, then Run, and type in DXDIAG, then click the OK button.
- Once the DirectX Diagnostic Tool appears, click on the Save All Information button at the bottom.
- When asked to where to save the file to, click on the drop-down box next to Save in and select Desktop.
- In File Name box towards the bottom, then name DxDiag.txt should appear. Leave this as is and click on the OK button.
- Click the Exit button to exit the DirectX Diagnostic Tool.
- On the Desktop, there should be a file name DxDiag or DxDiag.txt. If there is no file with this name, please repeat the steps above and make sure to save the file to the Desktop.
- Open this email up and click the reply button.
- Type in your response to any additional questions or information that was requested into the body of the email.
- Click the Attachment button and add the DxDiag.txt from the Desktop.
- Once the attachment has been added, click the Send button to send us this information We will reply to you shortly.

Windows Vista and Windows 7

If you are using the modern desktop:
- Click on the Windows icon located by default in the lower left-hand corner of the screen.
- In the "Start Search" field, type in DxDiag.
- Press Enter. This will start the DxDiag utility.
- Once the DirectX Diagnostic Tool appears, click on the Save All Information button at the bottom.

... And it goes on like this.

Hi guys.

Things just get weirder and weirder. In my last post in this thread I told you that I have contact with Bethesda.
I wanted them to forward my letter to Todd Howard and Pete Hines. The last response i got from them, just hours
ago, is a guide how to send in my DirectX information???
I'm posting the conversation below so you can see for yourself. My first email to Bethesda contained the letter
you see in this thread. And information about this thread. I told them that my hope was to get an answer from
them about the broken games. That's how it all started:





Is someone having a mental breakdown or what? I'm shocked really. How can they threat people like this?
In my first email I tell them that I'm on PS3. They acknowledge this and tell me: "Just so you know, Skyrim, as well
as our other titles released on consoles were approved by Sony and Microsoft Quality Assurance before their release."
That is a very strange reply, I think. But in the next email they send they want my PC information!

Not only is the games not working. The support is also failing big. Any ideas guys?

So far, this is like a step-by-step on how to alienate your customers. That's sad....

/ L

Oh my god..!! Couldn′t quite belive what I read in the last reply from Beth.. Are they just pushing the "auto-reply-button" with pre-defined answers picked randomly or what..??? That′s just the most ridiculous answer I have ever seen, and I have seen some, cause I work with customer complaints every day.. Our swedish friend is playing on the PS3, and they want info from his PC..??? I have a hard time believing his computer is the reason for his PS3-copy of skyrim is broken.. Guess we can′t rely on anything with this company..

Actually, they are using a state-of-the-art magic eightball. It is a real problem solver..

I think sometimes people over-estimate what they're going to get from bottom-level support. They're not going to be able to fix problems that the programmers of the game itself haven't yet been able to fix, they aren't going to have detailed information about internal company plans, and they aren't going to have any way to talk directly with Pete Hines or Todd Howard or anybody else at the corporate level. Most people who answer support emails don't even work in the same country as the higher up corporate folks.

Sure they could do a bit better, but there's some crappy employees in every organization and they're usually the ones the public runs into first.

But you got to admit, if an employer doesn't even understand the base difference between a game console and
a desktop/laptop computer- that's a huge difference between failing to understanding the problem and simply not
being fit for the job presented to you.

It'd be like if I gave you directions on how to activate a sim card when you call in because your internet isn't
working on your dell computer.

I'm pretty sure the employer understands, they just have some crappy support agents. In any organization of this size you're going to have some total idiots working for you. Especially when you outsource your support to a foreign country where some of the agents are not going to understand the language the emails are coming in worth crap.

I guess it was just a really bad agent on the line.

They check the code to make sure that it is compliant with their developer terms and conditions of agreement policy.

I don't know if they actually check the code using software development tools but they do not run
the software as in actually playing.

Hi guys.

Things just get weirder and weirder. In my last post in this thread I told you that I have contact with Bethesda.
I wanted them to forward my letter to Todd Howard and Pete Hines. The last response i got from them, just hours
ago, is a guide how to send in my DirectX information???
I'm posting the conversation below so you can see for yourself. My first email to Bethesda contained the letter
you see in this thread. And information about this thread. I told them that my hope was to get an answer from
them about the broken games. That's how it all started:





Is someone having a mental breakdown or what? I'm shocked really. How can they threat people like this?
In my first email I tell them that I'm on PS3. They acknowledge this and tell me: "Just so you know, Skyrim, as well
as our other titles released on consoles were approved by Sony and Microsoft Quality Assurance before their release."
That is a very strange reply, I think. But in the next email they send they want my PC information!

Not only is the games not working. The support is also failing big. Any ideas guys?

So far, this is like a step-by-step on how to alienate your customers. That's sad....

/ L

That's my only point. Not saying for sure that outsourcing or language barrier was the specific issue here, just that they contribute at times. The more support agents you have the more likely some of them are just plain going to svck at their jobs.

Six days since posting this thread, and still nothing. Not a single word. I wonder, perhaps
they need some help with this: I can give you a rough first draft Bethesda:

Hello Lunkan81.
Sorry for the inconvenience. We know it must be a huge frustration waiting to play
the game. We are working hard to try and help all PS3 players. Patch 1.4 have been
sent to Sony. After that we are planing to release patch 1.5 that will help relieve the
following issues on PS3... (patch notes here if you like).
Our thoughts on the issues on PS3 are...


Six days since posting. Over two months since able to play Skyrim. I'm starting to feel
quite depressed here. I have poured my heart out (and my time and money). And
all I get back is a big bowl of smelly brown stuff.

Will keep waiting...

/ L

Never trivialize or diminish a problem. Fix it. That was the theme. If a problem couldn't be fixed, then
you are supposed to set up something we called "expectations" in a polite and professional manner
and then direct them to a source that could more effectively solve the problem

Thanks to the Internet being our only method of (non)communication with Bethesda they can adapt to whatever standards they damn well please. We dont have an address we can personally go down to and complain not even a number.