Don't expect much from 2K support...

Post by **Ryom** » 23 Aug 2007, 09:54

I bought Jade Empire at the beginning of July. The game doesn't load, it's configuration utility crashes out during the hardware scan. I put in a ticket at 2K support for technical support. I went through the 1st level scripts... kill all processes, re-install, verify game files, change drivers, mail in dxdiag report, mail in MS crash report, stand on your head, yadda-yadda, no dice. So they say they are bumping me up to second level support and to wait for hear from them.

A week passes, no reply back or acknowledgment of my case being received by 2nd level support. I email in and inquire if my case is still open, they say yes, they are working on it and to wait for a reply.

A MONTH AND A HALF! later (ie: today), 2nd level support emails me back.

Try verifying the content for the Jade empire download...

WHAT?!?! That "answer" took a month and a half? And we already did that, over a month ago with level one support. "Uhh, sure thing..." *verifies game files*, "ALL GOOD!"... I await your next reply in October.

$40 bucks and over a month and a half later I still haven't gotten to play my game legitimately (see below).

FYI, the pirated version I downloaded in the interim works flawlessly (I'm not condoning piracy... I paid full retail for the game and got tired of waiting for an answer after a month passed with NO CONTACT from tech support!). It's too bad I had to get a game I paid for legitimately by illegitimate means in order to play it. Why does the pirated version function better than the retail release? Who am I kidding, the retail release doesn't even function at all for me!

This makes me VERY hesitant to purchase BioShock, if this is the quality of their tech support. And many of you are aware of the kind of dissembling the devs of BioShock are capable of regarding even simple issues like our little widescreen thing. Very hesitant indeed...

Drexion · Post by **Drexion** » 23 Aug 2007, 12:50

On the 2KGames forums, some people are reporting that the Securom rootkit gets installed from the Bioshock PC demo as well. Anyone have more information on this rootkit from the latest Securom version ? I'm hearing its intrusive, similar to the old nasty versions of starforce.

There were also some screencaps of an anti-rootkit program detecting it, but the mods there deleted the threads faster than I could read/save.

Saw this image there too, lol

BlueMak · Post by **BlueMak** » 23 Aug 2007, 12:53

I love this screenshot. Wonderful.

Post by **ctrlsteef** » 23 Aug 2007, 13:13

That's a classic. :lol:

Elios · Post by **Elios** » 23 Aug 2007, 13:45

wow nice catch22 2K way to fail at supporting a game

skeeder · Post by **skeeder** » 23 Aug 2007, 14:45

heres what you do...call one...tell them to wait...put them on hold...call the other...do a 3 way call and have them fix it. Most companies will blame the other until you do this...this seems to work for most situations.

Elios · Post by **Elios** » 23 Aug 2007, 14:52

heres what you do...call one...tell them to wait...put them on hold...call the other...do a 3 way call and have them fix it. Most companies will blame the other until you do this...this seems to work for most situations.

lol id so try this with skype if i had the game lol

Post by **Ryom** » 27 Aug 2007, 05:52

2K support emailed back, said to remove then reinstall the video driver (again!)

Did what they said, config utility still crashes. I guess 2nd level support is going to have me redo everything level 1 had me do.

Anyone else dealt with 2K support before? Experiences?

Post by **Paradigm Shifter** » 27 Aug 2007, 11:13

Hm.

When this sort of thing happens, I normally just give up and write off the cost of the game until I get another system I can actually be bothered to test the game on.

This happened with Titan Quest (as the store I bought it from wouldn't accept it back) although I'm still too chicken to actually install it again, in case it makes another graphics card go to the great GPU graveyard...

Post by **Ryom** » 27 Aug 2007, 18:27

This is a brand new system built in May... top of the line. I won't be upgrading again soon. Like I said, I already got the pirate version meanwhile and it runs flawlessly, so I have no idea what is up with the retail version. I'd rather have the retail game work so I can just have steam reload it if needed for various reasons.

Post by **Paradigm Shifter** » 27 Aug 2007, 22:00

Well, while I ain't gonna condone piracy... ;) ...if it works... (especially since you bought the damned thing anyway...)

okay player · Post by **okay player** » 27 Aug 2007, 22:38

Bioshock gave me a royal pain in the ass today.

I bought the game on Saturday and had been enjoying it over the past two days, but when I went to fire it up this morning, here's what happened:

Clicked 'Games Explorer' in Vista - a blank window flashed on the screen for a half-second and then disappeared.

Rebooted > No change. Tried to run game direct from CD > got the following error "failed to create the gameexplorer object". uninstalled, re-installed > no change.

called up 2k support.. they checked my system specs, disabled all start up process, etc etc, nothing worked. They told me to email them a screenshot of the error message. I did this, but also decided 'screw it' and just rolled my system back to when it was working again. Seems okay now, but I am paranoid it will happen again.

Post by **Ryom** » 01 Sep 2007, 21:42

This could get fun. Turns out the last two messages from "level 2" support was just level 1 again... the latest email told me that I'd would be bumped up to level 2 (again!)

I am so keeping track of this. Anyone want to start a bet on when the issue gets resolved (or heck, even when I actually make it to level 2 support)? Winner get a cookie :)

Post by **Paradigm Shifter** » 01 Sep 2007, 22:17

When Satan goes to work wearing ice-skates.

Post by **Ryom** » 02 Sep 2007, 02:30

I hope it's sooner than that, they do have my 40 bucks and I don't consider my little "workaround" to be a real fix. So far we are going on two months without even being able to load the real game. :?

Post by **Ryom** » 25 Sep 2007, 02:49

It's been just about a full month again with no further contact from 2K. How ridiculous is this? I think I'm going to send them a nastygram and see if things speed up. October will make it 3 months so far... 1/4 of a year.

Post by **Paradigm Shifter** » 26 Sep 2007, 19:41

They certainly don't seem to give much of a shit, do they? Ah, the joys of Customer Support. :evil:

Post by **Ryom** » 26 Sep 2007, 20:00

Nastygram sent, we'll see what happens.

Manny Calavera · Post by **Manny Calavera** » 30 Sep 2007, 01:34

I and 99% or the people I know that bought the game for the PC have luckily had zero issues.

I only hope they fix the broken menu toggles before I decide to play the game through again.

Post by **Ryom** » 09 Oct 2007, 00:48

Two week update: No reply (for 2 weeks thus far) from 2K support after I sent in the message asking for an update and a reason for the inexcusably long times between contact.

I am officially writing the game off and boycotting any titles published by 2K in the future.

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