A Big Old Thanks To The Support Team

[TrainzAreTheBest12]

I have been looking around lately, and it has come to my attention that people don't give a thanks to the support team enough. A lot of you out there think they don't try. When they do get back to you, they are actually pretty helpful. Please check out y post on the Android Support too!

 

[KrisDeagle]

I hope I am not assuming but if you are referring to the N3V support staff, then you are more than welcome. We try our best to be as helpful as soon as we possibly can. We know what it is like to be on the receiving end of help desk queries so we like to sort issues as quick as we can. We aren't perfect by any means but we are always striving to improve.

Kris

 

[kd7eirjim]

Other than not responding to me before I even open a ticket , they have been pretty darn reliable!

 

[JCitron]

I hope I am not assuming but if you are referring to the N3V support staff, then you are more than welcome. We try our best to be as helpful as soon as we possibly can. We know what it is like to be on the receiving end of help desk queries so we like to sort issues as quick as we can. We aren't perfect by any means but we are always striving to improve.

Kris

Kris,

You and Zec always do a great job. I have always had an answer or a resolution to the tickets i have placed. Perhaps too it's because I show patience with you guys and let you get back to me when you have the time.

I too know what it's like to be on both sides of support. I currently support about 700 internal users and that is pretty tough. I can only imagine the tougher job you guys have dealing with the public.

John

 

[TrainzAreTheBest12]

Where would we be without the support team? I think a better question is where would my PC be? I have had days were it would be in the yard...

 

[JCitron]

Where would we be without the support team? I think a better question is where would my PC be? I have had days were it would be in the yard...

I was thinking that this morning when I powered up my machine. For some reason Windows would not boot and my motherboard decided to default everything to settings I've never used before. I kept grumbling at it and looking at the beaver pond in my backyard! Right now I'm looking at NewEgg for parts. I think I'll be making an unwanted investment very soon.

I also have a really bad work laptop that gives me fits too. There are many a time when I want to take the thing and snap it in two across me knees. The thing is definitely a LSO (Laptop Shaped Object) or even better an LPOS... I'll let you figure out what that one means!

John

 

[TrainzAreTheBest12]

Computers and their hissy fits! Almost as confusing as women...almost.

 

[JCitron]

Computers and their hissy fits! Almost as confusing as women...almost.

I said that to my coworker yesterday. He had system troubles with a user. I said they can give you the cold shoulder like the girl friend or wife does. You know like when you come home and she sits on the couch and pouts. You ask what's wrong and you're told "Oh nothing". She then goes into the kitchen. You follow, and she pouts and leaves, but blames you for not understanding...

Been there too many times so now I'm happily single!

John

 

[TrainzAreTheBest12]

LOL! :hehe:

 

[rickf77]

They've been right on the ball, as far as I'm concerned. Zec just replied to my last question in less than 24 hours! I thought it would take a few days.

Cheers....Rick

 

[shaneturner12]

Indeed. I've always got on well with the N3V support team, although I do my best to help them out with my own tutorials.

Shane

 

[JCitron]

Indeed. I've always got on well with the N3V support team, although I do my best to help them out with my own tutorials.

Shane

Shane your tutorials and other advice has been a big help here to for the community.

I too try my best but I've been too tired to do this and my own job as well.

John

 

[andyjenk2]

I've had a few problems with the new site including missing Serial Numbers, which were annoying but Support corrected everything quickly and efficiently. I think the guys are doing an excellent job and have taken a lot of flack because of a few glitches. As a customer I am irritated when things don't work correctly but I don't (unlike some) believe there was any intention that such things happened. I would suggest that in future if a problem is found with the web site then Support could save itself a lot of work by clearly and prominently displaying that the fault has been reported and is being dealt with. That would have saved replying to all who reported that the sale prices had vanished. Also, I thought I was missing 2 Serial Numbers. If the serial number place had said "no serial required" instead of being blank I would not have needed to waste Support's time on the matter. Similarly, displaying in the advert for Trainz 2009 that the 2010 Manual included applies should reduce calls on that matter. This is no criticism of the Support Team, who I've said I think are doing a great job, I hope my suggestions are constructive and will save them work.

Andy

 

[kenneth18278]

Indeed. I've always got on well with the N3V support team, although I do my best to help them out with my own tutorials.

Shane

Shane,

I got into Trainz properly comparatively recently, and when you first start out, it is a bit of a learning curve. Having checked out the forums, and benefitted greatly from the knowledge freely available there, one of the first things I did was bookmark your Tutorials. At that time I thought you were on the support team! Those tuts must have saved many an SOS to the helpdesk, so many thanks for all your help, and please keep it up for the benefit of all those of us who are less adept.

Ken

 

[shaneturner12]

Shane,

I got into Trainz properly comparatively recently, and when you first start out, it is a bit of a learning curve. Having checked out the forums, and benefitted greatly from the knowledge freely available there, one of the first things I did was bookmark your Tutorials. At that time I thought you were on the support team! Those tuts must have saved many an SOS to the helpdesk, so many thanks for all your help, and please keep it up for the benefit of all those of us who are less adept.

Ken

That's what my intention is - in fact, certain forum threads of mine are actually sticky threads (2 in General Trainz, and 1 in DLS,FCT at the moment) in addition to my blog and tutorial site. In fact, I also have a set of 4 utilities available as well - 3 on my tutorial site, and 1 available via a forum thread in General Trainz.

I've even seen N3V staff refer users to my tutorials at least once.

Shane

 

[KrisDeagle]

That's what my intention is - in fact, certain forum threads of mine are actually sticky threads (2 in General Trainz, and 1 in DLS,FCT at the moment) in addition to my blog and tutorial site. In fact, I also have a set of 4 utilities available as well - 3 on my tutorial site, and 1 available via a forum thread in General Trainz.

I've even seen N3V staff refer users to my tutorials at least once.

Shane

The "Updating DirectX 9.0c" thread is quite useful as it so happens.

Kris

 

[shaneturner12]

True - that one was created a couple of years ago in response to a growing number of threads that users could not install TS2009 SP3 due to not having the August 2009 or later version of DirectX. Since creating it, I've noticed a sharp drop in the amount of threads relating to that issue.

Shane

 

[VinnyBarb]

I've had a few problems with the new site including missing Serial Numbers, which were annoying but Support corrected everything quickly and efficiently. I think the guys are doing an excellent job and have taken a lot of flack because of a few glitches. As a customer I am irritated when things don't work correctly but I don't (unlike some) believe there was any intention that such things happened. I would suggest that in future if a problem is found with the web site then Support could save itself a lot of work by clearly and prominently displaying that the fault has been reported and is being dealt with. That would have saved replying to all who reported that the sale prices had vanished. Also, I thought I was missing 2 Serial Numbers. If the serial number place had said "no serial required" instead of being blank I would not have needed to waste Support's time on the matter. Similarly, displaying in the advert for Trainz 2009 that the 2010 Manual included applies should reduce calls on that matter. This is no criticism of the Support Team, who I've said I think are doing a great job, I hope my suggestions are constructive and will save them work.

Andy

I concur with you there regarding the support team, except (which is not the support's team's fault) some of the web site issues lately were needless and glaring mistakes by the web team, which should never have occurred in the first place. I know it is after the events now and I also know mistakes and glitches can and do happen but so many in such a short time?

Not all tickets submitted in the past get promptly attended, one of mine took several months just to get an answer. But in fairness to the support team, this was indeed a rather awkward subject which finally got resolved satisfactorily. Well done Zec and Aron and now Kris as well :Y:.

Cheers

VinnyBarb

 

[Euphod]

Yep; I think they are doing a fine job as well.