Fed Up

[LarryP]

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]

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]

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]

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]

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]

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

[Skirmisher]

I don't think we're going to get a rep weiner style press conference where Mal and Shrap get up in front of the press and express thier shortcomings to the world.
Though it would be nice to see them nervously twitching about in front of the glaring lights. lol

We tried the game and lost ,it's as simple as that.

No different than if you put thirty dollars worth of chips on a craps table and lost it.

[LarryP]

I live in Nevada and I can relate to that analogy.

[spillblood]

Hey, got a new mail from Aaron today, just wanna share it with you (although it seems he wasn't too happy I shared previous E-Mails here:

The office was closed last week so we're just responding to emails now. Yes
we still support this game. We can't beta test a game with only one player.
Sorry.

Its quite possible the fans in the forum we're scared off by our emails
posted in the forum without our permission.

Aaron

Seems he'd need more support from players willing to take part in possible beta patch phases, and it seems there aren't many people left who would still be interested in taking part.
But he has to give us some info that he wants to start a new patch phase himself here in this forum or in other ways. I replied that to him, and pointed out that I'd be willing to take part in future patch phases.

[spillblood]

But anyway, I think customers didn't get scared away because of Aaron's E-Mails I posted here, but because of Shrapnel's and Malfador's overall behavior, unresponsiveness against customer requests, lack of information etc.