43 replies to this topic

[Polystyrene Man]

I know that topics like this are frowned upon, but I don't know where else I'm supposed to go to have this resolved.

I submitted a ticket to the Helpdesk 20 days ago, and I still have not had a reply. I marked the problem as "urgent" because Game Maker (GM4Mac) spontaneously stopped accepting my license number and I can no longer run the program.

I'm hoping this topic will bring the issue of the Helpdesk to their attention- not just on my behalf, but on behalf of all the people who are surely waiting for support.

Perhaps some other members or moderators on this forum could suggest more reliable ways of contacting YoYo.

So again- sorry if I'm breaking any of the rules, but it is frustrating that I can't use the software I paid for, without any sign of it changing. I think most other companies would have resolved this issue in days, not weeks.

Edited by Polystyrene Man, 11 September 2011 - 04:38 PM.

[Nocturne]

Actually there is no problem with this type of topic... We frown on people posting pointless "Yoyo Games are evil tyrants" topics, but this is fine! You aren't the only one unfortunately to complain about the help desk as I have recently seen a few topics where people are complaining about the lack of attention.

Apart from hoping that one of the Yoyo guys (who are vary active on this forum) sees this and replies (which is quite likely), have you tried the contact forms here?

http://www.yoyogames.com/help/contact

Maybe sending them a reminder or a query from there would help?

[Polystyrene Man]

Actually there is no problem with this type of topic... We frown on people posting pointless "Yoyo Games are evil tyrants" topics, but this is fine! You aren't the only one unfortunately to complain about the help desk as I have recently seen a few topics where people are complaining about the lack of attention.

Apart from hoping that one of the Yoyo guys (who are vary active on this forum) sees this and replies (which is quite likely), have you tried the contact forms here?

http://www.yoyogames.com/help/contact

Maybe sending them a reminder or a query from there would help?

I actually just filled out a contact form, but thanks for the help! I also submitted a bug report, as I'm sure that's where the problem lies.

I didn't know that "the Yoyo guys" peruse these forums, but that's good to hear.

[chance]

I submitted a ticket to the Helpdesk 20 days ago, and I still have not had a reply.

That's certainly not normal. Others have said their tickets were answered within 1-2 days... or several days in a few cases.

The HelpDesk isn't necessarily fast -- but after 20 days, it's safe to assume the ticket got lost. Or maybe it wasn't recorded correctly for some reason.

[Druid TC]

I've had a similar problem - my ticket was sent in 46 days ago and has not received any attention I know of.

[rwkay]

We do appear to have an issue at the helpdesk, too many reports of tickets being submitted and unseen at our end - we are currently evaluating alternatives and are looking to migrate in the near future (next couple of weeks)... We need to migrate all the current tickets (that we know about), bear with us.

If it is urgent then file a bug at bugs.yoyogames.com or gm4mac.yoyogames.com they are being reviewed frequently.

[Nocturne]

Thnak you for the reply Russel!

[Polystyrene Man]

We do appear to have an issue at the helpdesk, too many reports of tickets being submitted and unseen at our end - we are currently evaluating alternatives and are looking to migrate in the near future (next couple of weeks)... We need to migrate all the current tickets (that we know about), bear with us.

If it is urgent then file a bug at bugs.yoyogames.com or gm4mac.yoyogames.com they are being reviewed frequently.

It looks like the last bug to be "resolved" was back in April.

Honestly, this is pretty ridiculous. Among the reported bugs are numerous reports of crashes. I can't even open the program. People have been waiting 46+ days for a response to the Helpdesk. You need to look after your customers.

Edited by Polystyrene Man, 12 September 2011 - 05:51 PM.

[chance]

We do appear to have an issue at the helpdesk, too many reports of tickets being submitted and unseen at our end - we are currently evaluating alternatives and are looking to migrate in the near future (next couple of weeks)... .

Glad to hear this will get resolved.

A bit off-topic... but related: who answers the questions and resolves the issues at the HelpDesk? Are there separate YYG staff hired for this? Or is this the collective responsibility of the regular technical staff (like you, mike, and the other programmers)?

[FLASHPULSE]

Don't go here, http://yoyo.mojohelpdesk.com/

Go here, http://yoyogames.mojohelpdesk.com/

I reported this to YoYo a while back. Obviously not fixed yet.

...too many reports of tickets being submitted and unseen at our end...

I would have not said that publicly.

[chance]

So Mike... just curious: both of those links/pages should be useable?

http://yoyo.mojohelpdesk.com/ AND http://yoyogames.mojohelpdesk.com/ should both work?

I think some people were suspicious that the first link (the old one, apparently) might be putting the tickets into some abandoned queue that didn't get checked anymore.

Edited by chance, 13 September 2011 - 09:11 PM.

[NakedPaulToast]

So Mike... just curious: both of those links/pages should be useable?

http://yoyo.mojohelpdesk.com/ AND http://yoyogames.mojohelpdesk.com/ should both work?

I think some people were suspicious that the first link (the old one, apparently) might be putting the tickets into some abandoned queue that didn't get checked anymore.

I created an account on yoyogames.mojohelpdesk.com
I then immediately tried to login to the yoyo.mojohelpdesk.com with the same account and could not login in. So it appears that the two URLs use a different user database, that suggests that there might well be a different ticket database as well.

Nice find FlashPulse.

[Polystyrene Man]

So Mike... just curious: both of those links/pages should be useable?

http://yoyo.mojohelpdesk.com/ AND http://yoyogames.mojohelpdesk.com/ should both work?

I think some people were suspicious that the first link (the old one, apparently) might be putting the tickets into some abandoned queue that didn't get checked anymore.

I created an account on yoyogames.mojohelpdesk.com
I then immediately tried to login to the yoyo.mojohelpdesk.com with the same account and could not login in. So it appears that the two URLs use a different user database, that suggests that there might well be a different ticket database as well.

Nice find FlashPulse.

Agreed, good find. The "Support" tab links to the broken Helpdesk. I did notice that I had to create a new account, but I just assumed I had forgotten my login information (somehow...)

In any case, I've submitted a new ticket, so we'll see how long it takes from here.

[FLASHPULSE]

You really think the second one is better?

I know it is. It works. The one from the new webpage isn't linked properly in order for YoYo to respond. I have submitted to the bad link weeks ago with no response. As soon as I used the "working" one, I get a response much sooner.

The 3rd party software isn't flawed. It's the webmasters flaw.

Edited by FLASHPULSE, 14 September 2011 - 02:41 AM.

[Revel]

You really think the second one is better?

I know it is. It works. The one from the new webpage isn't linked properly in order for YoYo to respond. I have submitted to the bad link weeks ago with no response. As soon as I used the "working" one, I get a response much sooner.

The 3rd party software isn't flawed. It's the webmasters flaw.

Yeah, hard to believe that tickets would randomly just drop out of existence.

Waiting for YYG to confirm the error.

Edited by icuurd12b42, 15 September 2011 - 01:46 AM.
large animation gif removed

[conman124]

You really think the second one is better?

I know it is. It works. The one from the new webpage isn't linked properly in order for YoYo to respond. I have submitted to the bad link weeks ago with no response. As soon as I used the "working" one, I get a response much sooner.

The 3rd party software isn't flawed. It's the webmasters flaw.

He was saying the second option here:

Really? We can either say the 3rd party software we're using is flawed, and we've finally verified it's losing tickets, than letting folk assume we don't care and will leave tickets unanswered for MONTHS at a time.

The second option being

letting folk assume we don't care and will leave tickets unanswered for MONTHS at a time.

I choose the first option of him publicly saying that there is a problem that they have discovered and are trying to fix.

--Conman124

[FLASHPULSE]

But the point is, there wasn't much care for the users. As I had reported this weeks ago (7-28-2011). Any webmaster could have edited the php or whatever it's written in to fix it a long time ago. It should have been fixed in a day.

It seems YoYo's priorities are focused on releasing games to mobile device stores, making the website look better, messing with the forum colors, talking about what is coming, and bla bla bla. All is nice but there has to be some support and development (talking about the Mac version). Just seems there's too much talking and nothing is getting done.

Edited by FLASHPULSE, 14 September 2011 - 05:21 AM.

[NakedPaulToast]

But the point is, there wasn't much care for the users. As I had reported this weeks ago (7-28-2011). Any webmaster could have edited the php or whatever it's written in to fix it a long time ago. It should have been fixed in a day.

It seems YoYo's priorities are focused on releasing games to mobile device stores, making the website look better, messing with the forum colors, talking about what is coming, and bla bla bla. All is nice but there has to be some support and development (talking about the Mac version). Just seems there's too much talking and nothing is getting done.

No, it's more likely that the person who took your report didn't understand the ramifications of your report. A correlation between what you reported and lost helpdesk tickets hadn't been made.

Mistakes, whether they are technical or human happen all the time. The GMC is just full of people who like to play their superiority card by demonizing YYGs. You're not, you're demonstrating that you don't have any real world experience.

[Revel]

No, it's more likely that the person who took your report didn't understand the ramifications of your report. A correlation between what you reported and lost helpdesk tickets hadn't been made.

... And simply tossing it aside was the correct way to handle it? Maybe all these "missing" tickets are just the idiotic helpdesk employees who discard the ticket when they don't see a correlation between anything. According to your logic anyway.

It seems YoYo's priorities are focused on [...] making the website look better

They did such a wonderful job

yoyo.mojohelpdesk.com and yoyogames.mojohelpdesk.com are obviously completely different systems, so the question is:
Are the ticket handlers responding to tickets submitted to both locations? Likely not.
Since yoyogames.mojohelpdesk.com is the newer version, I assume employees were instructed to use the new URL.

[/img]stop wasting my bandwidth[/img]

Edited by icuurd12b42, 15 September 2011 - 01:45 AM.