Poor Rockstar support re: Prison Break issue -

[darkdestroyer]

Attached the email thread I've had with Rockstar here. Common issue it seems. Upon finishing Prison Break, after you jump from the plane, the game says 'Rachkovsky Died' and you fail the mission. Just a glitch. Was able to fix it and finish the mission successfully.

 

I was feeling frustrated with this as it took me AGES to fill the lobby and failed the mission twice before contacting Rockstar.

 

Read below - I feel they're being totally unreasonable. I provided the videos they requested showing the issue and they're refusing to compensate me.

 

It's not even a big payout - only a few hundred thousand. It's the principle that's irritated me. Removed my name and tag. They've marked it as 'solved'.

 

If any Rockstar employees monitor this thread - my ticket is #11115310

 

Hopefully someone can see sense.

 

 

 

 

Me

I have just completed the prison break heist twice.

Both times, upon completion, we jump from the plane and fail the heist getting the prompt 'rachkovsky died'.

He didn't die and we completed the heist with 0 deaths.

I've wasted around an hour due to this - filling the lobby and having two heist 'failures' due to a bug.

Please fix and compensate

 

Alan A. (Rockstar Support)

Hello

Thank you for contacting Rockstar Support.

We are sorry to hear that you are facing issues with completing the Prison Break Heist. We can help you with this, but first, we kindly request you to redo the mission and provide us with a video of the issue you are facing, for us to understand the issue precisely. If the video is too long to upload to this ticket, you could add an unlisted video to YouTube and provide us with a direct link. Once we have the video, we will be able to investigate this matter further.

If you have any other issues or concerns, please feel free to let us know.

Best regards,

Alan A.

Rockstar Support

 

Me

Hello,

I did some investigation and people have posted on Reddit and the GTA Forum

about this before.

I don't want to redo the mission - I've done it loads and it takes ages to fill the lobby. I was hoping you'd have a few more proactive solutions.

Please provide some better support

 

Michael T. (Rockstar Support)

Hello

Sorry to tell you that at this point we will not be able to provide any sort of compensation. If you were to replay the mission and submit a video of the issue occurring we could move from there, but a video will be required from you in order to move forward with this issue.

Best regards,

Michael T.

Rockstar Support

 

Me

That's such a poor response - I reckon if I eventually do the mission (after waiting 30 mins to actually get a full lobby) it'll work just fine.

It's clearly a simple glitch but clearly you at rockstar don't care.

I've played this game for years, I'm level 100 and the reward is only a couple of hundred thousand. I wouldn't complain unless I was genuinely annoyed about the situation.

It takes ages to fill a lobby and when I do it takes ages to work.

How frustrating. Please provide a better response.

 

 

Michael T. (Rockstar Support)

Hello

If for some reason the issue does occur again, please send us the video. We apologize for the disappointment, but we do require video in these kinds of instances to provide any sort of compensation.

Best regards,

Michael T.

Rockstar Support

 

Me

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Attachment(s)

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Video_1.MOV

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Michael G. (Rockstar Support)

Hello

We are sorry to hear that you experienced loss of progress in GTA Online, but unfortunately we are not able to verify this claim as you were unable to complet the mission. We are glad to hear that you are no more facing the issue with Network.

Best regards,

Michael G.

Rockstar Support

 

 

[pptz84]

What's your question?

 

 

It's reasonable Rockstar doesn't compensate you without video evidence, so your first three messages were useless as they explain to you clearly.

 

We can't watch the video, so dunno if it's enough evidence. And... if you finished the heist after that, how on earth could you calculate a fair compensation? It wouldn't be fair to give you an extra heist finale payment..

 

You can't really blame Rockstar for the waiting in lobbies... That heist has been there for ages, so less ppl are playing it. You can prevent waiting by getting yourself a decent crew/friends to play the heists with.

 

Really, your post is more suitable for the Bitch and Moan section than Help&Support..

[darkdestroyer]

Thanks for that helpful response.

 

The video evidence is conclusive - from the plane jump to the 'FAILED' screen - you'll just have to take my word for that though as I can't upload it here.

 

I included the earlier messages (including about waiting time) for the full context but that's not what the issue is about. The issue is the final message where I submit the video evidence and they totally ignore it and dismiss it. Don't you think that's unreasonable?

[pptz84]

I get the frustration, it's an annoying bug. I agree with you the last response of R* doesn't really elaborate why they do not compensate you, so I can understand that pisses you off.

 

What I think they mean with that last post: they don't compensate you, because it wasn't the end of the Heist. So theoretically you could have failed it after that point. For instance, by killing yourself on the parachute jump, or running into the Buzzard blades (Chances are slim, but trust me, I've seen it all)

 

Had a quick look, I read some ppl are suggesting the bug is more likely to occur when you fly low towards the area of the cutscene, or by performing a manouvre withe the plane before entering it (I saw for instance a video of a steep, almost vertical, ascent before the cutscene).

 

So maybe flying high and in a straight line prevents the bug in the future.

[darkdestroyer]

I'm not really sure what triggered it but I followed some steps I saw online (starting online from story mode) and it fixed it.

 

It's very annoying because the payout is small so I don't really care about the 200k compensation; it's their tone and dismissive responses that bug me.

 

I've invested money time and effort in the game and feel they should give the benefit of the doubt; especially as i've provided evidence.

 

I've started a new ticket so hopefully i'll get a different member of the support team.

[..GhosT]

This is your fault for the most part.

 

If you'd type nicer in your tickets and would deeply explain the issue, they won't need a video.

Yet you kept being unfriendly and sent absolutely nothing worthful of text to them, continueing to trash talk them like "please fix and compensate" "better anser next time" etc.

 

Upon reading your silly requests, they're probably like "you know what, I'm just a human too, and if you're an asshole, I'm not going to help you."

[darkdestroyer]

This is your fault for the most part.

 

If you'd type nicer in your tickets and would deeply explain the issue, they won't need a video.

Yet you kept being unfriendly and sent absolutely nothing worthful of text to them, continueing to trash talk them like "please fix and compensate" "better anser next time" etc.

 

Upon reading your silly requests, they're probably like "you know what, I'm just a human too, and if you're an asshole, I'm not going to help you."

 

I assume you've never worked in customer service. It's not about whether they're "human" or not as they'll get far worse than that on a daily basis I assure you.

 

They have to deal with issues professionally and not dismiss them.

 

'Please fix and compensate' isn't 'trash talking' - what a juvenile thing to say.

[Schroebedroeber]

Those support guys are idiots.

 

I had an issue where my spawn location would be set to last location.

I exit the game being in my office garage.

And every time i came back online, i would spawn in my alta street garage.

 

They could not help me without me making a video for them.

How hard can it be to understand :S