#Poor Experience with Ticket System and Official Bug Reports

6 messages · Page 1 of 1 (latest)

novel owl
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I have had an extraordinarily poor experience with the bug reporting process.

  1. They constantly request things you have already provided, most likely automatically, but force you to respond before moving on regardless.
  2. They somehow lose information that is provided, as in, they acknowledge that the information was provided but ask to have it again.
  3. They request videos for demonstrations of the bugs, but do not listen to or are incapable of understanding what you say in those videos.
  4. They automatically close tickets when you are reporting multiple separate bugs at the same time. (Across multiple tickets as per instructed)

I believe that it is not unreasonable to expect that:

  1. Automatic follow up messages asking for information be minimized, especially if they are the first thing sent when a ticket is opened. Ask for the information up front.
  2. The people responsible for receiving and responding to English tickets understand spoken English.
  3. Information is never “lost” while a ticket is open.
  4. You can report multiple separate bugs at the same time. Because by god, I run into a multitude of bugs every play through.
gaunt viper
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How about reading the instructions where 1 bug per ticket is clearly stated.

spiral axle
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So I agree that the experience is frustrating. Even following their instructions to have a single issue per bug

Requiring a video seems unnecessary, this was especially frustrating the first time as I hadn't taken a video of the bug and so it wasn't a thing I could do. If the description of the issue is detailed enough then no video should be required.

There was also an issue with re-requesting details provided in the original submission

I am reasonably confident that the tickets are responded to initially by a bot (given the way in which it repeats yours statements again at the start which is common bot behaviour). Which I think is some of the issue.

novel owl
novel owl
spiral axle
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I thought I remembered that being the case and then @gaunt viper made me doubt myself

It is very silly for them to want one ticket per issue, and then not allow you to raise multiple issues