Rockstar Support (Warning TL;DR)

[x420Raptor]

So i got in touch with R* support recently about the game freezing issues, asking if they had any answers or any suggestions. My first post basically ranted about modders/hackers in one section, & talked about the console freezes in another section.

 

Console freezing & empty lobbies:

I posted a thread about this recently on GTAForums, but since update 1.11, the game has been consistently hard freezing for many people, most lobbies have less than 6 people in them because people are hard freezing in waves of 3. The first guy usually gets frozen with a few others, then the bulk of the lobby & then whoever is left. Note, the last guy in the lobby actually is able to quit to single player to avoid this Hard freeze (It happened to me many times & this was a method i tried) and the game will be fine. I don't know if you can take any information away from that, maybe its servers failing, I dont know, but its getting to the point where it is unacceptable.

This issue is happening across both systems, & if you guys actually bothered to do the smart thing and create an official rockstar forum base where you could get direct input & feedback, you would be aware of these issues and be able to communicate effectively with your players.

Something like this is not difficult, & is very effectivehttps://forums.station.sony.com/dcuo/index.php

Now, Honestly I can sit here and say I'd love for this rant to actually have an impact on things, similar to other balancing ideas I have put forward for the game as a concept. But I know it won't, maybe one person will read this & forget about it, but I might as well tell you that at the player level, we as fair players are getting pissed off, and something needs to change.

Regards,

This was the reply i got back:

Shurod D.

last Tuesday at 19:27

Hi Wildfire_08

If the Rockstar Cloud Services are unavailable, your character slots will be blank during a cloud outage but your characters have not been deleted. This is normal. Back out to Story Mode and re-enter GTA Online when Cloud servers are up again so your characters can load.

When exiting GTA Online, please pause the game and choose to return to Single Player. This will trigger a save and ensure that progress since the last auto-save is recorded. If you purchase items and immediately power the console off or exit through console system menus, those items may not be saved.

If you still believe you have experienced a loss of progress, please click Submit a Request at the top of this page and contact us. Be sure to provide:
Gamertag/PSN ID of affected account

Date/Time that the problem occurred

Detailed description of the problem (what is missing and how you know it's missing)

Kind regards

Alec..H

 

Clearly, cloud servers have nothing do to with the issue I am reporting... So I replied.

 

Wildfire_08

last Thursday at 16:27

I never said i experienced loss of progress, not once.

I understand the issues with cloud servers, and I am not stupid enough to lose data just because of server downtime.

The issue at hand is the patch 1.11 causing most peoples games to freeze consistently throughout a day as well as lobbies being closed down due to this freezing.

Rockstar has yet to comment on this issue even though we all know its going on, because its EVERYDAY since Patch 1.11.

Do you guys not put representatives at the game level to actual do real testing constantly? Maybe you should start doing daily server shutdown/maintenance like other MMOs and take a leaf from their book and actually create some forums for your users for direct input for a change, instead of this stupid ticket system where the responses have absolutely nothing to do with the questions!!

 

Obviously becoming annoyed.

 

Alec H.

last Thursday at 16:44

Please read the following information fully before replying back

If the Rockstar Cloud Services are unavailable, your character slots will be blank during a cloud outage but your characters have not been deleted. This is normal. Back out to Story Mode and re-enter GTA Online when Cloud servers are up again so your characters can load.

When exiting GTA Online, please pause the game and choose to return to Single Player. This will trigger a save and ensure that progress since the last auto-save is recorded. If you purchase items and immediately power the console off or exit through console system menus, those items may not be saved.

If you still believe you have experienced a loss of progress, please click Submit a Request at the top of this page and contact us. Be sure to provide:

Gamertag/PSN ID of affected account

Date/Time that the problem occurred

Detailed description of the problem (what is missing and how you know it's missing)

Kind regards

Alec..H

 

Wildfire_08

Today at 18:10

Are you mental?

I feel I have to ask this, because once again you have given me a similar reply to what you did before & if you had actually read the first post you would realise it has absolutely nothing to do with cloud servers or character saving issues.

Suggesting that I fully read before replying is unbelievable, do you actually read the posts? Because if you did you would not still be giving me the same tripe that you did the first time.

I will repeat this slowly for you, just incase you are struggling to understand or they have started employing chimps at Rockstar support... This is NOT a cloud server issue or a character saving issue. This IS a game freezing issue, possibly due to server strain, possibly & quite likely something in the new patch causing the game to crash, I dont know exactly, thats why I came to the support page.

Can you please provide an answer which is actually relevant to my issue, and not to something else entirely.

Regards

 

 

Anyone else had to deal with this? How are we supposed to get answers when all the support do is essentially troll you.

 

 

Edited March 15, 2014 by x420Raptor

[LambentBunny]

Change the text colour

[pnut87]

Can't read any of that...

[beat_savy_9]

can't read, fix it, thanks

[x420Raptor]

Change the text colour

 

Yea hold on I didnt realise that would happen lol, straight off the support page!

[JuZ 75]

My post doesn't need to be here now..

Edited March 15, 2014 by JuZ 75

[KoingWolf]

Maybe Rockstar support are just bots? They have pretty advanced ones out there now for companies, might have picked up on a word or two in your paragraphs to respond to out of what's available for it to respond with.

 

Unfortunately that means that Rockstar probably doesn't have any real idea about the freezing.

[MantisFang]

Departmental Buffoonery

Edited March 15, 2014 by MantisFang

[jdwarfer]

I'm pretty sure they are bots, not humain XD

[x420Raptor]

Maybe Rockstar support are just bots? They have pretty advanced ones out there now for companies, might have picked up on a word or two in your paragraphs to respond to out of what's available for it to respond with.

 

Unfortunately that means that Rockstar probably doesn't have any real idea about the freezing.

 

I figured this half way through, & in a different issue I asked them to send a human to respond, but got another robotic response lol

[ezfaun]

Most likely a bot or this guy

[Malibu454]

Good luck Chuck!

Have fun with that.. I've noticed more frequent freezing also.

Try spamming their support message board.

Sometimes they actually answer 1 out of every 25 questions there.

Departmental Buffoonery

Is that Billy Ray Cyrus on the right there?

[Bxlthrxchx]

I hate when this happens, support of any kind is usually a f*cking joke.

 

 

 

I'm talking about you, Ubisoft.

[x420Raptor]

The worst one is when i sent a post in about a hacker with a video to support it & they responded to me by saying " we routinely do money sweeps " and all that nonsense, How are we supposed to rid the game of hacker parasites when they don't even take our reports seriously.

[MAR10HD]

That's weird I put in a ticket on the same thing freezes starting after 1.11

I don't know what it means but got a tier 1 support response, from a person that actually related to the problem.

Since been communicating back and forth trying to convince them it started with this patch.

[ezfaun]

You just won the lottery buddy

[Franceska]

They aren't bots, but humans. They just pick a few words up from your large chunk of text and slam some automatic canned reply on it, in the hope it's solved for you and moving on. Obviously, to actually read and reply to thousands of tickets individually would take too much time.

 

The only thing they do is change the name beneath.

[Stephen]

Your call cannot be completed as dialed, please check the number and try again. Message NY5702

[Cavot]

Rockstar needs to create a forum base for their games. That I can agree on. Bots on a help center are the worst thing ever. If I had the job of trying to help people with their game issues, then I would try to put some effort into it at least.

[x420Raptor]

Rockstar needs to create a forum base for their games. That I can agree on. Bots on a help center are the worst thing ever. If I had the job of trying to help people with their game issues, then I would try to put some effort into it at least.

 

Honestly, i suggested this to them because I played DCUO for quite a while & their support forum is fantastic, and really useful.

[AdmiralAmmunation]

inb4 Someone says that a multi billion dollar company is putting it's funding into bug fixes for exploits instead of support like it has 5 employees at a time.

[Cavot]

 

Rockstar needs to create a forum base for their games. That I can agree on. Bots on a help center are the worst thing ever. If I had the job of trying to help people with their game issues, then I would try to put some effort into it at least.

 

Honestly, i suggested this to them because I played DCUO for quite a while & their support forum is fantastic, and really useful.

 

I play quite a bit of Battlefield. EA/DICE (EA is the worst company ever, DICE used to be good until EA bought them out.) There is an extremely useful forum for discussions across all 3 platforms. Stats for in game playing (Rank, kills, K/D, etc...) are tracked within the site. It's very organized.

[GTA-Addicted]

Outsourced support, gotta love them

[Biggie Kaniff]

I mailed them three weeks ago asking if they can fix the glitch that makes it unavailable to put crew emblems on jackets for some players.

 

 

Did I get an answer? Of course not, Rockstars support is the worst one I've ever encountered.

 

I did say that I didn't want the advice to "delete my game and install it again", maybe that's why they didn't felt like answering me.

[spectre89]

The C&P Support Center.

 

My game froze once when playing Solo Survival, so it is most likely no Server Issue.

[Stephen]

R* already has a support forum, and it's flame city, if people think this forum is bad, spend an hour reading through some of those topics. smh.

[StewNorth]

You got pwnd by Rockstar support. To be fair most CS departments are like that.

 

It takes a good few weeks to get your sh*t read by something else than a bot

[Realz]

Same here im sick of my Console freezing after the update sometimes my screen lags and the map is all glitchy, but they can't understand that this all started with the 1.11 PATCH.

[JumpingKentFlash]

They aren't bots, but humans. They just pick a few words up from your large chunk of text and slam some automatic canned reply on it, in the hope it's solved for you and moving on. Obviously, to actually read and reply to thousands of tickets individually would take too much time.

 

The only thing they do is change the name beneath.

Wasn't always like this. Many people had trouble with bounties and 100% completion in RDR, and I was one of them. I mailed them a few times and got a personal response every time.

[fullmetalrabbit]

Ever since 1.11, I can't do an action repeatedly by holding down X on the first try. Instead, I have to hold X down on the second try, so the action will keep going. If my character tries to drink or eat something, she'll just throw it on the ground the first time, then she actually eats or drinks whatever I have chosen for her on the second try. It is really annoying. I thought about contacting support, but I get the feeling I'd get the same treatment as you, OP. That seems to be how it goes for most people looking for help from Rockstar.