Fed Up

LarryP · #1 July 12th, 2011, 07:50 PM

Well since they don't use the support forums for customer support, maybe they should change their ways?! I'm going back to the Matrix site where all my posts are honored by the staff.

spillblood · #2 July 13th, 2011, 04:55 AM

Yeah, just relying on the support system for customer support is simply ineffective. If they'd use the forum for that, too (like every other Indie game company I know does!), they could respond faster to support requests, and could lead real discussions with the customers, which we simply don't have here.
It's **** that you post bug reports here, and Malfador just don't notice them, and say they don't read the forums, just to correct themselves when you complain about that in E-Mails. In addition to this: Why have Shrapnel set up bug report and suggestions threads here when this forum is not intended for customer support and isn't read by the developers of the game?

Mike_T · #3 July 17th, 2011, 06:48 AM

Dear Shrapnel and Malfador - You must have hoped that this thread had run its course. Aren't customers a pain in the @rse? Your credibility and goodwill are gradually shrinking, but you're too big and important to worry about that, I guess.

Remember the old customer relations maxim - a dissatisfied customer will, on average, pass the message on to seven other people - and that was before the days when reputations could be created or destroyed over the internet!

In a funny sort of way, you remind me of a certain media mogul who, until a few days ago, thought he could bluster his way out of his problems. Now he's being advised by a leading PR company, he's decided to issue public apologies. And you know what - no-one ever suffered from making an apology - think about it.

spillblood · #4 July 18th, 2011, 05:42 AM

I get the feeling they aren't paying attention at all to this forum. In all my last support tickets I hinted at this thread here. They don't answer (I've been waiting for at least two weeks for an answer to my last ticket), Malfador don't answer my E-Mails either, they just ignore us. This pisses me off pretty badly!

spillblood · #5 July 18th, 2011, 05:44 AM

I think I'll never buy another game by Shrapnel. They have lost me as a future customer. The behavior they are displaying here is the worst of any publisher/game company I've ever encountered.
In every post they've told us to use the support system, but now they even ignore tickets posted there. SHRAPNEL, MALFADOR ARE YOU STILL ALIVE?

LarryP · #6 July 18th, 2011, 08:37 AM

They are definitely off my list of game companies to buy from. Forever.