frustrated

Considering IC is all of 9 people, and it probably wouldn't be far off to guess they get thousands of emails, they really shouldn't be expected to answer every single one.

Even in beta when we were a much smaller group, sometimes it took a long time to get a reply from support, but the majority of the time we still didn't get anything back - doesn't mean they didn't get it, and aren't looking at it.

1- I recall seeing that thread locked and thought it was a bit odd, but given there were a few other very similar threads also at the same time, I can only guess that someone simply mistook it for a double-post.

2- I can't speak as to any specific mail that IC support may have recieved, but given the likely volume of minidump mails I'd expect they're getting, I imagine they're only going to be replying to things that they need more details on, or that they think can be solved on the user end. Crashes due to actual code faults are more likely to just show up fixed in an update if the devs are able to pin them down--at least that's the way we handle it with GalCiv2 reports.

Hey, I'm not the only one!

For now, mini-dumps make the game completely useless. Maybe when they fix the mini-dump problem, Sins will not be such a waste of money.

I appreciate the responses thus far, but I have to respectfully disagree regarding the lack of communication. An auto-reply along the lines of "Thank you for your submission. Rest assured we are investigating your problem." requires little effort on the part of IC. As it stands now my email (which would be hard to miss given the 10 MB compressed attachment) may be out in the 'ether'. Point being there is no confirmation that my email even reached IC let alone is actually being investigated. It's poor customer service no matter how you look at it.

I also respectfully disagree with the 'waste of money' comment. I believe this problem will be resolved given time. I would have thought the beta period would have served this function, but I do understand the flip side of this that not all hardware/software combinations can be tested. Any time software is released to "the masses" there is bound to be something come up that was not accounted for in testing.

All that said, perhaps it's time to post something on the news section about this issue in lieu of "we made these ships faster and made the economy x,y,z". A simple acknowledgment that there is a legitimate issue would go a long way towards satiating your customer's patience.

Respect to all.

First, sorry about the crash problems. I assure you we are looking into every single one we get and our success rate with solving the few crashes in the game has been very high and for the most part, very fast. We honed this in the year long beta process and never had a call for an autoresponder though I guess it wouldn't hurt. Its probably because we interacted so much with the beta testers here that they just knew we looked at everything and they used to the fact that most issues were dealt with by the next iteration. Now there is so many people and posts here, that isn't so clear to most people. If anything, we've been commended on how well we communicate and interact with the community and from the support emails I've seen, likewise commended for our response times and problem solving rate.

But there are those who don't get any response and here is the answer to that: Basically Kyro is correct. Our response system follows the same rules that he outlined above. I made a more detailed response here: https://forums.sinsofasolarempire.com/304173.  

P.S Hynkel, I see you posting everywhere about the minidump issue. Please read the post I just linked.

Thank you Blair for the communication. I AM trying to keep the tone in this thread civil (which is also the reason why I opened a separate mini-dump thread, but it was locked).

I did read the post you linked to and that thread is a perfect example of why I think a formal acknowledgment is warranted. The success of Sins will ultimately be derived from the success of the community and currently there is quite a bit of negative back and forth going on.

For the community at large, I admit I am "envious" of those who don't have any issues, but the fact that I, and others, DO have legitimate issues doesn't warrant the flippant responses I've read in other threads. On the flip side, those that DO have issues should take a deep breath before posting and post the issue in a responsible manner.

As my original post states, I was more frustrated by the lack of communication than the crash itself. By responding to this post you've assuaged my frustration at least temporarily. For the record, my locked post states that I was part of the beta as well, but I never had cause to contact support (the betas worked fine in the context that they were betas (a bit sluggish overall, a few hiccups now and then, but nothing to the extent that I am now experiencing)).

In closing, I am certain IC will fix the problems, but please IC, take into consideration that this needs to be communicated on a larger scale than what was being done during the beta.