New Helpdesk Comments

To Zec and all

Was not my question in the first place. And my point was your answer, which said nothing really! I know 2004 assets work, just that evryone has to fix 2009 for anything to work. I am not here to fight, just to guide to a better light!
 
American_Connections said:
Looks are not the main issue here Spiffy, a shinny new car isn't worth a dame if the engine does work! You ain't goin anywhere with an answer like this either!
Auran Help Desk:
Question: Will my 2004 content work in 2009?
Answer: "The short answer is that MOST of your favourite content from previous versions of Trainz will work in TS2009. However, certain standards have changed and bugs have been fixed (and sometimes assets would work even though they weren’t configured correctly). This will inevitably mean that a few items will not work until the original creator releases an updated version."
(Summary: Most will work/sometimes will work/ few will not work till...)
Never anywhere in this answer does it say how to make older assets work in the new 2009! Does that mean at Auran- few know, inevitably sometime someone will know, or mostly no one knows?
Click to expand...

Quoted... As I've said this twice now... READ the section saying 'the short answer is...'. It is telling you that it is a SHORT ANSWER. It is telling you that MOST content will work. Not how to make it work, since that isn't the question that is in the 'FAQ'. Just that it will. Telling you how is way beyond the scope of the knowledge base. As I said, it would require a few hundred page document to explain how to update/repair existing assets, let alone how to make them to FULL TS2009 standards, which requires a WIKI to store the information.

3 times now...

Please note. This is IN REPLY TO YOUR FIRST POST, EXPLAINING WHY IT DOESN'T TELL YOU HOW TO MAKE TS2009 CONTENT. Please read this, then read it again, then read it again and again till you actually understand that the knowledge base answer is meant to be a SHORT ANSWER.

Zec
 
Is the system live yet?

Hi Spiffy,

Is the new help desk system actually live yet or are we just commenting on its look and feel?

I have lodged a simple query about a 2 month old order with no response and I have intermittent trouble with the system logging me back in to check for any response to my ticket.


UPDATE EDIT - Got a response after 2 days saying product out of stock - for 2 months ???

Cheers,
Geoff
 
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Very pleased with new system

I just want to say, that I am very pleased with the new system. I don't know how it was earlier, but the setup is clear and comfortable. And the help is quick and competent. You get questions back that give you the impressinon somebody is really trying to help. My problem is not solved yet, but I am confident it will be soon.
 
The real Geoff!

Geoff_McDougall said:
Hi Spiffy,

Is the new help desk system actually live yet or are we just commenting on its look and feel?

I have lodged a simple query about a 2 month old order with no response and I have intermittent trouble with the system logging me back in to check for any response to my ticket.


UPDATE EDIT - Got a response after 2 days saying product out of stock - for 2 months ???

Cheers,
Geoff
Click to expand...
Wow, the driver Geoff! To reply to you question, as far as I see and what zec says, no one is home yet and to go ask someone else. and the next post states that questions are asked to answer the question ask; now, is that giving an answer? Not in my book! But give it time and maybe someone will find a better question.
 
American_Connections said:
Wow, the driver Geoff! To reply to you question, as far as I see and what zec says, no one is home yet and to go ask someone else. and the next post states that questions are asked to answer the question ask; now, is that giving an answer? Not in my book! But give it time and maybe someone will find a better question.
Click to expand...

@AC, do you really have any idea what you are talking about? All you have commented on was the knowledge base. I have replied to these comments. So far you haven't said anything specific about the helpdesk itself. That where we answer actual questions.

Now. The helpdesk is manned 9am-5pm AU EST (+10 GMT). So, for those in other time zones, a reply may take a little while. Same as we won't reply until we know the answer. So, if your question isn't answered immediately, it's likely that we are looking up the answer, or asking other people the same question. Or just working through a backlog. I can't speak for the old system, I never worked it.

Now, I never said no one is home yet. It is fully operational, during the above hours. Please do not put words into my mouth.

@mnman12
Can you please start a new thread in regards to this, and supply us with the following information. Computer specs, version of Trainz you are trying to install, etc.

Thanks
Zec
 
For those of you that still have open tickets in the old helpdesk system you can access it here:
http://www.auran.com/old_helpdesk/
Please do not create any new tickets in there.

For people having issues with the password being stored incorectly can you try clearing your cookies and trying it again. we have tested this functionality on several machines here and it all seems to be working ok.

As for the Knowledge Base system we have only imported some of the old KB articles, this is going to have a complete overhaul in the near future.

I have also added a new category "TRS2006 & Trainz Classics" to the helpdesk system.
 
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I would hope that any "help" may be a little more than HD's usual rather glib reply to problems, try reinstalling, if that doesn't work look on the forums. Seems pointless having any Helpdesk, or bothering to reply to customers' problems at all unless the standard of support is a lot better than that. Fairly much a can't be bothered attitude. I'll send TRS2006 problem to "new" Helpdesk because this was left unanswered before old one closed.
 
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Help&Zec

I know you commin up on your first anniversary here in the forums, and as a young man, you doin a fair job. Time will help you to get even better as you learn about life. In officers school, they taught us the filing system- #1- the things you have to do immediately (10%), #2- the things you should do, but can put off for a little time (25%), #3- the round file (65%). This goes into every part of life too, like in a question; look for the key words and toss the rest till you get your facts and then add only the neccessary points back in. Put you effort into doing the job and forget about defending the position, let you productivity do that! Another thing is many people want to stick with, and others have got back to TRS2004; yet you stated it is not longer supported but did not give a reason. If so many use one of your products, why you don't want to offer support for it?
 
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Auran wont support TRS2004, no matter how many still use it because they would like us all to run out and buy later versions, as many as possible.
 
Download Station

Hi!

My all Uploads into the download station failed.
I have allways this answer: My content unable to read, unpackable.

What's wrong in my computer?
 
Help desk log in issue - reply to Spiffy

Hi Spiffy,

You asked if those of us who were having help desk log in issues (password not remembered) could try deleting cookies and trying again. I deleted my cookies and it has made no difference, I am still presented with a password filled out with a very long string of ***, much longer than my pasword. However once I delete them and enter my own password I get in OK. I have noticed another, possibly related issue though. On my home PC, once into the help desk site, I can move freely about. But on my work PC, which is encumbered with all sorts of corporatate software, I cannot move about the help desk site without re-entering my password. That is, I cannot move from viewing a ticket to the knowledge base without logging in again.

Apart from that I did get an answer to my ticketed question, so the system worked for me.

Regards,
Geoff.
 
American_Connections said:
I know you commin up on your first anniversary here in the forums, and as a young man, you doin a fair job.
Click to expand...
My first anniversary on the forums eh? I think you'll find it's longer than that. I actually started a thread the day the forums came back after the crash. And, according to my profile, I registered with Auran on 13th July 2003. That said, I didn't start using the forums untill around the start of 05. Might have been mid-early 04... Definitely longer than one year! Been creating for Trainz longer than that ;)

Zec
 
Contacted "new" helpdesk that adding TRS Routes to TRS2206 had overwritten 3rd party content. That is any custom content I already had that was also on TRS Routes disc was now classed as built in. I uninstalled TRS2006 and saved Local folder to My Docs, but of cause a lot of 3rd party content wasn't saved, because now built in. New Helpdesk answer to this from Alan Yeomans, reinstall! don't think this is going to get back a lot of now missing dependencies. Same as it ever was.
:sleep:
 
Credability gap ...

New Helpdesk might have responded reasonably promptly to my query but the reality is that my TS2009 Order placed on 2 Feb (and for which Auran paid itself from my credit card on 3 Feb) is still showing "shipping pending".

I would have thought that a proper functioning helpdesk would actually help, not just hand out glib responses like "we are temporarily out of stock".

I want some action not some scripted response that could have been automatically generated.
 
All talk - no action!

I am getting responses from the helpdesk but the bottom line is that my long overdue order of 2 Feb (see above and elsewhere) is still showing as "shipping pending"
 
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