Case ID XCQ-358904 - Crash bug with Dark Avatar

from GalCiv2 Forums
Hello, I bought Dark Avatar beginning of march and entered a case at Stardock's Support march 11th because of a reccurrent crash bug. So far, no answer from Stardock's Support beside a sort of acknowledge in almost a month now! On my side, I made lots of tests, send them results of some of the tests, upgraded my system (video driver, directX, etc.) and even reinstalled it without success. Am I supposed to do something particular to be honored by an answer and a resolution from Stardock's Support? By far, this is the worse experience I have ever had in my life with a product / company. I'm now expecting Stardock's Support to come back to me with an answer AND a solution ASAP. Frederic Thomas.
2,347 views 6 replies
Reply #1 from GalCiv2 Forums Top
Have you checked your spam filter (if any) for the response? Particularly, some hosts (hotmail) have even been known to completely blackhole our responses with no notification to the user. Also, sending additional mails without recieving a reponse from support will actually push your ticket to the bottom of the queue (it sorts by least recent action to most recent).


Reply #2 from GalCiv2 Forums Top
I was the one that responded to you on the 14th, your ticket was moved into our Developers queue, due to the nature of the files you included and the issue your having, only the Dev Team could assist.
Unfortunately, when you replied 3 times after my reply, the Ticket gets sent to the bottom of the list, and that may be the cause of the delay.

I am asking the Dev Team to look at this issue today.

Ashes of the Singularity II
Reply #3 from GalCiv2 Forums Top
Thanks Highlander: I'm glad to hear back from Stardock and I'm looking forward an answer shortly. Thanks again for your help.

As a side not, I did reply 2 times (not 3) after you forwarded my inquiry to your dev team, but it was 11 days and 20 days after your answer. Honestly, I think that waiting 11 days (and obviously 20 days) is a little bit too long without an update from a customer standpoint.
Reply #4 from GalCiv2 Forums Top
You are correct Sir, any explanation would just look like an excuse. The Devs are looking into your SmartException file as we type.

Reply #5 from GalCiv2 Forums Top
Hello,

Just a quick note to say that the problem has been solved very quickly by the dev team as promised, and that I'm pleased to be able to play Dark Avatar. It is too bad it took so long, but, at the end of the day, I'll only recall from all this, that Stardock solve my issue, and it is the most important. Thanks for this.
Reply #6 from GalCiv2 Forums Top
Stardock - best team in the business.