patch

[annamaria2005]

when will there be a patch?

[myster3]

that is a good question. this is my first time actively participating in an Ubisoft forum, and i am VERY disappointed. Myst V has been out for over a week now, and there have been a very large number of people experiencing problems with this game. a few key issues have been raised that obviously need to be addressed via a patch.

yet - have you seen even one single person from Ubi post in here? has there been any attempt by them to make us, the PAYING CUSTOMERS, feel like our problems and needs are being listened to? no. instead we get unpaid volunteers who dispense the typical advice (defrag, update drivers, close background apps, etc). not that i am unappreciative of those efforts, but PAYING CUSTOMERS deserve MORE.

in my 10 years as a gamer i have purchased many games and participated in many forums. i have received personal emails from people like John Carmck (of id software) and Tim Sweeny (the Unreal Engine programmer) when i wrote them about my concerns. i have been in forums hosted by Blizzard and Lucasarts where actual members of the development team would post to make their fans and PAYING CUSTOMERS feel like they were being LISTENED TO. let me tell you, that kind of thing makes a BIG difference in my attitude towards a publisher/developer.

what i have seen here makes me a bit angry. not one single person has responded to my queries about inverting the mouse Y-axis, editing config files, or how and where to get a decryption program for the config files. i have seen MANY other people post problems that have been completely IGNORED.

don't you think that we, as PAYING CUSTOMERS who are actively participating in this forum because we CARE about this game deserve better? don't we deserve at least some small hint from Ubisoft that, hey, they hear us, feel our pain, and that they are trying to come up with a fix or a patch or something?

instead, we get cold and arrogant silence.

bah. i'll spend my money elsewhere in the future.

-myster3

[Heimdall_G]

For clarification:

1. The folks you find here are interested gamers who like to help, exchange ideas, etc. And we Moderators are unpaid volunteers who do NOT work for Ubisoft.

2. Ubisoft only sponsors these Forums and does NOT run them. I'm not at all sure that any Ubisoft representatives ever visit us. If they do, it isn't really obvious. So, while rants, strong comments, etc., may be good for your soul, they aren't likely to do any good otherwise!

You're getting "cold and arrogant silence" because you're not in the right place to make a difference. If you want to make suggestions about game structure and/or content and/or patch availability, you're best advised to contact Ubisoft directly:

3. Visit the Ubisoft Support Center (http://support.ubi.com/).
-- First, try Search the Knowledge Base (FAQ) (http://ubisoft.custhelp.com/cgi-bin/ubisoft.cfg/php/enduser/std_alp.php), which takes you to the Ubisoft Solution Center's Answers page. Search for your problem using as few key words as possible, and be specific when you select a product and a category.
-- If you can't find an answer that fits, call Technical Support at (919) 460-9778 in the US or look for an International Technical Support phone number (http://support.ubi.com/International).

4. Send a support request/question to a Technical Support Representative using 'Ask a Question'.
-- Click on the Solution Center's Ask a Question tab (http://ubisoft.custhelp.com/cgi-bin/ubisoft.cfg/php/enduser/std_alp.php). You can also check on the status of questions you've previously sent, as well as see your entire question history, by clicking on the My Stuff tab.
-- Log in and submit your report via Ask a Question (http://ubisoft.custhelp.com/cgi-bin/ubisoft.cfg/php/enduser/ask.php?p_lva=9833&p_sp=&p_li=).

[myster3]

Heimdall,

i am well aware that you are an unpaid volunteer. i know that you have no connection to Ubisoft. and i commend you for the help you give to the people in here.

however, your post validated my real point: where is Ubisoft? WHY aren't they either running a forum, or, at the very least, *participating* in this one? why don't they come here to see what their customers need and want? why don't they care about the people who are paying for their products? it makes me sick!

by not bothering to participate, Ubisoft is sending message that they DON'T CARE! that they don't have the time to bother with us. that is bad for buisness, and it sends a negative message to their fans and supporters.

all that ranting aside, i will go through the steps you suggested, and hope that those who have more serious issues than i will as well.

this is just lousy, lousy customer service...

-myster3

[annamaria2005]

I don't think its the volunteer's problem, the patch I mean.
It's ubisofts.

[myster3]

Originally posted by annamaria2005:
I don't think its the volunteer's problem, the patch I mean.
It's ubisofts.

if you read my post you would see that i am NOT complaining about the volunteers.

my whole point is: WHERE ARE THE PAID EMPLOYEES OF UBISOFT? why don't they care enough about their game and fan-base to participate in these forums.

if you have read my posts, i have no idea how you came to the conclusion that i have a problem with the volunteers...

-myster3

[Mr Zebe D]

myster, I've never known an Ubi employee in these fora, which is why the comments about the patch are taken a bit hard by the volunteers.

The only way you can address Ubisoft directly is through their bug reporting support (and they'll probably want a dxdiag report even though you're only asking about a patch).

Though the worst of Cyan's problems are over and they've rehired most of their staff (rabbit out of a hat), who knows when they're going to be settled enough to write one?

[Heimdall_G]

Chris Leyton (Editor, The Mercury News (http://www.mercurynews.com/mld/mercurynews/)) has reported in a TVG article posted on 9/29/05 (http://www.totalvideogames.com/news/Cyan_Worlds_Survives_8584_0_0.htm) that Rand Miller is saying that Cyan has "...rehired almost everybody." This report also contains the rabbit reference.

[William0240]

Every problem is not the fault of the creators. My sound was really screwed up instead of blaiming the game I searched for a new driver. The Creative driver that I used is only a few days old. Apparently they knew about it and repaired it. So all problems are not the game creators. You can assume that some other problems might have the same type of solutions. Insteat of ranting try to think and fix it yourself.

[myster3]

William0240,

please read my actual posts before you get nasty with me. i do not have a problem that is fixable. my problem is that i want an option to invert the mouse Y-axis, an option that has been available in 3D games since 1996. an option that was included with Myst III, and patched into Myst IV.

as for "trying to think", so far my thinking has helped quite a few people with their problems on these forums. i build my own computer systems, and people pay me to come to their homes and fix their computer problems for them. i know what i am doing on a PC.

my anger is with the fact that no one from Ubisoft seems to be visiting these forums and listening to the community. i have since followed Heimdall's advice and submitted my concerns to the Ubisoft support center. they were admittedly very polite and quick to respond to my input. but i still think they should have people out "in the streets" reading these forums, like many other major publishers and developers do.

it is great that you fixed your own problem - good for you. however, i do not appreciate being insulted by you for no reason.

-myster3

[Alahmnat]

Originally posted by myster3:
my anger is with the fact that no one from Ubisoft seems to be visiting these forums and listening to the community. i have since followed Heimdall's advice and submitted my concerns to the Ubisoft support center. they were admittedly very polite and quick to respond to my input. but i still think they should have people out "in the streets" reading these forums, like many other major publishers and developers do.
Unfortunately, Ubi doesn't have the manpower for it, and these forums are provided as a community service, not a means for direct communication. The volunteer moderators (including myself) do our best to relay concerns to the proper channels through the community managers, but ultimately that only gets things so far. I also happen to know a number of other developers and publishers who explicitly state that the best (and sometimes only) way of getting support directly from the company is to submit a ticket in their support center.

[myster3]

alahmnat,

i hear what you are saying, and as a hard-working (and unpaid) volunteer i can see how my comments may offend you to an extent. please be assured that i have nothing but respect and admiration for what you guys do.

and i now understand the way to get things done here. and i also understand that many pubs/devs function this way. but - you have got to admit that a great many of the larger pubs/devs have people who lurk and post to the community forums. some are paid to do so, others do it for love of the community. like RAWA used to do. whatever the case, such behavior sends a message to the fans that the pub/dev *cares* about them.

it shocks me that Ubi doesn't seem to have anybody doing this. and i am not asking for tech support, or direct answers to specific questions. what i mean is when someone from the pub/dev merely drops by the forum and makes a post saying "hey guys, i'm here and i have been listening. we have a patch in the works and we'll be addessing your needs as best we can."

is that a lot to ask?

-myster3

[Heimdall_G]

myster,

Some good thoughts.

No, it really isn't a lot to ask, but we must in fact ask!

If you haven't already done so, please use your avenue of choice to contact Ubisoft and at minimum suggest that they:

-- Have paid staff people lurk (noting that being very visible is *much* better) and post to the community forums.
-- Have paid staff people drop by the forum and make a post saying "hey guys, i'm here and i have been listening. we have a patch in the works and we'll be addessing your needs as best we can."

I'd also strongly recommend that other forumites who feel the same way do the same thing. IMHO, the only way anything will get done is through force of customer opinion!

[myster3]

Heimdall G,

wow, i'm surprised to see that someone gets my complaint and agrees! thanks! http://forums.ubi.com/groupee_common/emoticons/icon_smile.gif

i'm considering doing what you suggest, but i'm not sure how that would come across... i'll have to put some more thought into it and see if i can come up with an extremely diplomatic way of wording what i wish to express...

oddly enough, just last night i was in a forum talking about the announcement that Quake 4 had just gone GOLD, when Caryn Law of id Software dropped by with some comments...

-myster3