No support whatsoever is available

from Stardock Forums

The automated ticket form said to expect a response within 48 hours.

I opened ticket #ZLO-822337 EIGHTY SEVEN (87) hours ago and thus far have only received a computer-generated, automated reply on hour #3.

I understand that Stardock telephone service isn't open on the weekends but it might be worth changing your message to 2(or more) Business Days instead of a target Stardock doesn't seem interested in or capable of reaching.

It's completely ludicrous that your customer service is only staffed from 9-4EST because you are a GAMING company and those are BUSINESS hours. You produce an ENTERTAINMENT product that people are *typically* going to try to use during the hours they are NOT working. (I'm not even going to get started on the poor folks who don't live on eastern standard time). Consequently, I would anticipate the majority of issues are going to also appear during during non-business hours.

Judging from the time I've spent on these forums, I'm not the only one with these issues. A suspicious individual might suspect that Stardock isn't really interested in their customers at all and created a token department for the purposes of impressing shareholders or satisfying some legal requirement.

Additionally, it may interest you to know that 48 hours is a ludicrous amount of time for e-mail support anyway. When the majority of people I know send an e-mail they expect, and generally receive, a response within 2-3 HOURS not the 2 days promised. (Which I guess, means that I've just devolved into complaining since Stardock can't even reach the levels they promise to deliver, let alone what consumer expectations might be -- So it's time for me to shut up now).

 


elemental
22,099 views 19 replies
Reply #1 from Elemental Forums Top

If you get a response within 48 hours from support, you are truly blessed. Nobody contacted me for two weeks, and then it was from someone who obviously hadn't bothered to read my ticket. They then gave me a link which turned out to be the Impulse store! They like to appear all warm and fuzzy and then crap on you. Incidently, I bought nine games from Impulse in 3 months and expected something a little better.

 

 

Reply #2 from Elemental Forums Top

Never before have I heard a story with such tragedy, suffering, and desperation.  I am so sorry you had to deal with this, I can't imagine what my life would be like if I had to suffer through a computer game problem and then wasn't given prompt attention.  Makes Anne Frank seem like a whinny bitch.  Some day maybe game designers will truly understand the plight of the basement dwelling troglodyte.  Don't they realize if these morlocks can't get  their game to run, they have nothing else?  No friends, no lover, and certainly no God would love such a creature untouched by the light of the sun or the water of the shower.  Damn you Stardock and your senseless brutality toward the unkempt CHUDS that desperatly need tech support!

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Galactic Civilizations IV
Reply #3 from Elemental Forums Top

You bark like a dog. To be expected from Impulse's pet poodle.

 

Reply #4 from Elemental Forums Top

Look this is not Blizzard who has one of the best Customer support system of any gaming company at lest in my experiance.

Stardock is a much smaller company and they are not a Primay GAMING company. Perhaps you should learn a little patients and stop being a drama queeen.

They will get to your issue when they get back into work.

Reply #5 from Elemental Forums Top

You bitch like a female dog.  Expected from socially inept nerds with an overgrown sense of self importance and entitlement.  The OP needs to post his problem on the appropriate board, nicely, and it will be addressed. 

Reply #6 from Elemental Forums Top

Lord Xia you are embarrassing yourself.

Andrewpayne you should move this post to the support forum, where they read everything. It may be a good idea to include the contents of the e-mail you sent as well, in case a forum-visitor has a solution.

While I haven't had any problems that required help from support, I really don't like what I'm hearing so far.

Reply #7 from Elemental Forums Top

Huh, I don't feel embarrassed nor do I undstand why I should. But maybe that's my charm  But I'll quit, I wouldn't want to be rude.;P

Reply #8 from Stardock Forums Top

andrewpayne: I have responded to your ticket, so you should have an email waiting for you.

In general: When contacting support, keep in mind that Stardock's offices are closed on the weekends.  Also, if you're having serial number trouble, please include the serial number in your support email so that we can look into what the problem is right away, rather than have to wait for another response.  Too much information is almost always better than not enough.

Reply #10 from Elemental Forums Top

There's a support forum that this thread should have been created in...

Reply #11 from Elemental Forums Top

Quoting Lord, reply 2
Some day maybe game designers will truly understand the plight of the basement dwelling troglodyte.

 

awesome...

Reply #12 from Elemental Forums Top

And you think that the fanboy response here has helped SD or hurt it....? Hmmm... Perhaps the tone of the actual SD employee would serve as a guide?

 

Naw... I am sure that Xia's response generated lots of goodwill from the OP and readers who might have some doubts.

Reply #13 from Elemental Forums Top

Could care less what an overly dramatic CHUD thinks of us.  These people will bitch and whine no matter what.  Kiss their ass and they will shit on you as you pucker.  Post here with a decent attitude, and you will be treated with kindness, no matter what it is you say.  I am very helpful to most of the people who post here, but I don't like silly over reactions to minor problems.

Reply #14 from Elemental Forums Top

Quoting greywar, reply 12
And you think that the fanboy response here has helped SD or hurt it....? Hmmm... Perhaps the tone of the actual SD employee would serve as a guide?

 

Naw... I am sure that Xia's response generated lots of goodwill from the OP and readers who might have some doubts.

Nothing really new there. I mean look at World of Warcraft. The single greatest argument against playing it is the behaviour of its biggest fans on the official forum.

Reply #15 from Elemental Forums Top

Yea, god who would want a fanbase of millions and millions like WoW anyway, geez!  They must be so pissed that their game is bringing in the Billions of dollars it is due to their crappy fanbase.

Reply #16 from Elemental Forums Top

 

You know, with a little editing...

Quoting mentalinstra, reply 9

Lord Xia...makes Anne Frank seem like a whinny bitch.

And I'm with him.  Coming in and trashing the company in their space instead of following up is a crazy sentiment.  You would not do this with a brick and mortar store, and if you did they would ask you to leave.  Further, backing up your argument with your "time spent on the forums" - that is, your zero other posts/replies and zero karma - places you in no position to comment on Stardock's customer focus/lack of.

That having been said - I do understand your frustrations.  I have been dealing with Razer Tech support over a dead mouse for two weeks, and while they are nice, my ticket is lost somewhere in their system.  Just have to take a deep breath and find another approach to the problem.

Reply #17 from Stardock Forums Top

I stand corrected.

Support is eventually available and I apologize to any Stardock staff I may have offended. I was attempting to offer helpful suggestions (as well as venting my ire. I'll be honest. I complain at times).

I seldom play computer games and lack the intimate familiarity with World of Warcraft and other games that other posters seem to have. So I have the same set of expectations for Stardock that I have for any other company.

Reply #18 from Elemental Forums Top

At least it's not EA.

 

*submits ticket*

 

Week later: From EA: Because we've not heard from you we are assuming your ticket issue is resolved. Thank you!

 

...

 

*resubmits ticket*

 

Week later: From EA: Because we've not heard from you we are assuming your ticket issue is resolved. Thank you!

 

And never a solution.

Reply #19 from Elemental Forums Top

No need for insults and tangential arguments, guys. Closing thread since Rosco has addressed the OP's issue.