Does the helpdesk actually read and respond to trouble tickets?

[dgallagher]

Posted a trouble ticket for Trainz Mac download issue on Jan 25th 2013, no response, even by today. Attempted download from Mac App store and Simulator Central this morning - No luck on either, bombs out on installation with corrupt data error.

I am assuming that the Trainz Mac product is a dismal failure and I should forget about it as not even the helpdesk will respond about it.

 

[64Warhorse]

Speaking from personal experience, it can take a while for the helpdesk to get to you, but they do eventually get there, and they try hard to help you once they do. Hang in there ...

 

[xcrossi]

Hello:

I must have caught them on a slow day when I first DL TRZ12.

Zec and the crew were patient and quickly solved my Trainz problems.

Gerry

 

[oknotsen]

In their defence... There business has closed down for a few days due to the floods. They had some terrible bad weather recently.

 

[fsbrown]

The answer in a word is Yes.

I've had fairly good reponse from the helpdesk for several issues. In fact I have a trouble ticket currently in the works that Zec has been working on for about a month (we've been exploring different solutions). Keep in mind that your not the only one they are helping, there are hundreds maybe thousands of individual problems they are working all at the same time. Be patient, they truely want you to be satisfied with their products.

 

[JCitron]

I too have had good luck with Zec and the rest of the team. They will get back to you when they can as they work through their ticket backlog. They are extremely short-staffed, have a new guy they're training, and are still trying to do everything else. I've been there and done that myself! It makes for a very long tiresome day.

Regarding your problem, there was a note up on the Announcements forum about the downloads being offline due to technical difficulties. Perhaps this is related to your problem.

John

 

[johnwhelan]

Posted a trouble ticket for Trainz Mac download issue on Jan 25th 2013, no response, even by today. Attempted download from Mac App store and Simulator Central this morning - No luck on either, bombs out on installation with corrupt data error.

I am assuming that the Trainz Mac product is a dismal failure and I should forget about it as not even the helpdesk will respond about it.

Typically post on the forum and you'll get an answer to something like this. It sounds intermittent and will resolve itself before helpdesk get round to responding. There can be a backlog on the helpdesk, sometimes it can be a week or two or even longer before you get a response. Check the web site as emails sometimes get stuck in spam filters. some one I work with a lot was complaining about the slow response then found their reply had been caught in a spam filter.

I don't have the Mac product myself but I understand its not doing too badly.

Cheerio John