From: Hessen, Germany - now living in France
With respect , I don't think you have been viewing these forums for long enough to be able to disagree with me. I note that those who have been around even longer than me have not passed any adverse comment, and yes some do still post here.
I think you would feel the same as me if you had waited as long for a patch particularly considering the circumstances behind its production and knowing that other errors still exsisted etc..
Did you read the detail provided in my post? Would that not irk you?
You may well be correct that many companies would have given up on a game this old by now; however it is not beyond the bounds of politness to respond to queries, particularly those entered in the "Bug reports and problems" forum. If the "Bug reports and problems" forum is redundant then it should be removed, but that thought may be beyond them.
It may be standard practise, but unless people complain nothing will ever improve and we do deserve better.
Haven't been in the UV section for a while, but the v2.50 crosspost in the WitP section brought my attention to this thread. I know I'm beating a dead horse, but when I saw the posts by DEB and others I got a bit upset and feel obliged to defend Matrix. Look at my 'Joined'-date and you'll know that I have been around here from the days of the development forum for UV, so this should save me from any 'not long enough'-retort. I purchased the game the day of its release, and followed all the patching issues of UV - up to the day I got WitP in my hands. So I can judge the Matrix Support for the 'hot' period of the game's release and through the following two years - and it has been topnotch. In 20+ years of gaming I have never seen a company supporting a game and churning out patches like Matrix did, with almost a dozen patches not only containing bugfixes but new features as well! They monitored the forum daily, answered posts and even implemented customer requests in the game. Like btaft explained, this is not the rule in the games business, this is an exception! Most other game companies just fix the most blatant bugs (and often not even that) after the release, and when sales starting going down after the initial hype, they start loose interest in bugfixing as well. So relatively speaking, Matrix Support for UV has been is excellent! And it still is - a patch five years after initial release is almost unheard-of. That the monitoring of the UV forum by Matrix staff is now far less frequent than it used to be is only logical, given the age of the game and the host of other, newer projects they are working on. So any late-commers should be a bit more careful with their criticism.
The general points DEB made about good customer service are well valid, but there are also certain limits of manpower and funding available for supporting old games. Matrix has made those ressources available for a much longer time than other companies do, so judging Matrix Support as being 'poor' is not doing justice. Furthermore, experience shows that for some customers, Support Staffs are never fast enough and/or good enough, regardless of how much effort the staff puts in (I know what I'm talking about, I'm a Customer Supporter myself).
Okay, I finally calmed down a bit. Sorry for typos or other errors, it's hard to concentrate on writing while the wife is nagging in the background 'Not even half past eight in the morning and you are at this darn computer again!'
< Message edited by LargeSlowTarget -- 1/28/2007 9:38:41 AM >