Community Request: Disconnects

Gears 5
#28

The point I’m making, and that @GhostofDelta2 made above, is that if only a small handful of people submit tickets, while the majority of them are just coming to the forums, then the issue will not be properly raised with TC.

I get that you’ve personally submitted tickets about this issue and are frustrated at not getting an immediate response from them, but this IS the response. The issue has now been properly raised at TC, meaning they’ve gotten enough tickets to realize there is a problem, and now they are asking the community to submit MORE tickets to help identify the root causes.

More evidence is always better than less when it comes to solving technical issues.

2 Likes
#29

There should be more obvious instruction on where to go when you encounter issues. Maybe one of those messages in blue at top of forums could help.

#30

I totally understand and get that. I know they don’t check and provide help via the forums. I don’t expect an email/response every time a ticket is submitted (even though it’d be nice). Problem is that I’ve submitted multiple tickets that have either never received a response/an update to my situation, the problem was never fixed, or both. I have received a few emails saying that my ticket was being closed, but that’s just it… I got the “we fixed your problem” email but the problem was never resolved.

I had a technical issue in gears pop that I submitted a ticket way back in March 2020, but it was never resolved or responded to. Fast forward to the announcement that gears pop servers are shutting off in April 2021 and I assumed my request for help is soon to be pointless, so I just wrote it off as they won’t respond on any gears pop issues moving forward.

Another issue… I created multiple gears 5 tickets for missing iron (was only 200) from way back in operation 1. I never heard anything back. I waited months and months then decided to make another support ticket. When I finally got a response towards the end of this past summer, it was a “we’re looking into it to determine the issue” type message, but then that was the end of that one. It’s not like I lost a ton of iron, but it’s the principle of the matter… what if I lost a big amount of 2000 and I’m still waiting?

Point is, I completely agree with you… yes, you have to contact their support team so they can learn of the issues, and yes, a lot of the time it helps them document those specific problems, but honestly, when the support team doesn’t provide the minimal support to its customers, it sends a bad message. It’s negatively affected me, so that’s why I feel like it’s a lost cause… and what’s the point of giving them further official documentation when it goes nowhere and the issues never get resolved? I know there’s a handful of ppl who don’t bother to contact customer support the right way, but I’m a firm believer of trying to follow protocol first before writing things off as a loss.

This is just one of those situations where I’ve done my part but TC never followed up or followed through with the help. I wish it ended differently, but sadly, I just wrote it off as a loss at this point.

4 Likes
#31

I’ll write here, even when I send a support ticket:

  • Confirmation of your Gamertag: Piyi Piyi
  • When the crash occurred: Thursday 3rd December 2020, at 18:25 GMT +1 (Germany)
  • DxDiag if applicable: Was on Xbox
  • What was happening when the crash occurred - mid-match, which mode, character screen, etc:

I was playing Ranked TDM on Pahanu (trying to unlock the achievement) and after a Gnasher gib from a Cole (I was Myrrah) game freeze at that moment (At the moment of the death cam, when you see what the enemy did). After 30 seconds I was kicked to Xbox Dashboard.

I’ll not play for now, I assume that I need to pay the quickmatch matches for lifting Ranked ban

1 Like
#32

We ask for tickets because it’s documentation in one spot that we can go back to, compare and confirm information, and escalate.

Why might you not get a response on your ticket? Because we get a lot of tickets daily for a lot of different things, and responding to each ticket on an individual level is time consuming, especially if we need to be finding enough information on game-breaking bugs to fix it.

As well, there’s a large amount of work that goes into “Do we have enough to act on?” along with “Can we?”. The more details you can give, the better - there is a big difference between “I crashed” and “I was playing a Horde match on Pahanu using Marcus as a character with his beardless skin, using Anniversary weapon skins, and I crashed during the 3rd round around 9pm PDT. I was in a party with 3 people, but only 2 were in the match with me. It sent me back to the main menu.”

Please remember - we only follow up if we need more information from you, and if we have to follow up with you, it delays information gathering and getting it looked at.

8 Likes
Any answers or yet or
#33

seems like a missed opportunity to not to utilize the forums as a resource. other studios do this all the time. we’re doing QA for them for free and if they can’t be bothered to use this forum it’s their loss. these posts should be just as valid and if they need to follow up people can respond.

like Ghost said, nobody want’s to repeat this info and be funneled to another site when we’re already here in the Official Forums

3 Likes
#34

But forums are not ticketing systems. And they HAVE used the forum platform to help solve the issue, with this very thread asking everyone to help solve the problem in the official manner in which it should be solved.

Why do I keep crashing on Horde/Escape mode?
#35

Original Post edited to request further details.

1 Like
#36

If you do not want to put in a requested ticket, that is your choice to make, and I can understand based on situations that happened earlier this year why you would feel the system isn’t the best for you.

However, please do not try to convince others to not put in a ticket as we are requesting - over the past 24 hours alone, myself and the CS team have gone over and over the currently submitted tickets to answer more and more dev questions about the situation, and request more details. We cannot do that through any other social channel.

Please submit a ticket with the details if you are experiencing a crash - it’s not just for you, it’s for the community as a whole.

7 Likes
#37
#38

Oddly enough, my game hasn’t crashed all day today and I’ve been in it all day idle and playing when I get a chance.

#39

I’m jumping on now, I took a day off as it was way too frustrating.

Ya see how it goes today.
Hey TC, jumping on now, 12/03/2020 @ 18:50
Doing this so that I can come back, copy and past the info to a ticket if and when it crashes again.

Can you Guys set it up so we can post vids on here related to topics of course. At least 30 sec video. Just wondering

OK so I just got kicked December 3 21:12 playing king of the hill . game loading, crashed and send me back to the main loading screen. Cost me buy in plus 1 rank. From onyx to gold

1 Like
#40

Even if I could, m’dear, we’d need the Support ticket instead

3 Likes
#41

I have a question:

Imagine that I encountered 5 crashes today. Is it better to write 5 different support tickets or just 1 mega support ticket explaining the 5 crashes?

(5 crashes is only an example. I still don’t play Gears for today)

1 Like
#42

Thanks for creating this thread TC.

I managed to get my bloody weapons, so I’m pretty happy about that. Looking forward to when this is resolved though so I can play Classic Horde whenever I want.

Keep up the good work guys, thanks for the free weapon skins, they look dope!

1 Like
#43

1 Mega Ticket

4 Likes
#46

Horde Crashes

Myself on PC along with my 2 brothers on console experienced 4 game crashes on a loading screen before starting horde, happened 4 times out of 6

#47

Please use https://support.gearsofwar.com/hc/en-us, not the thread.

#48

Hey TC, I’ve complained too much and have been blue in the face, today 12/13/2020 regency in king of the hill at 21:27 pm the game froze, restarted all over and I had to rejoin only to have it cost us the game. Can you guys return my points as your malarkey game cost me points and lower rank. Please and thank you oh and I did submit another ticket. Which is useless as you guys haven’t fixed the issue.

Just did it again. Asylum, 21:52 king

#49

xbox one. crashes 23-12-2020 approx 2:30pm gmt and 3:11pm gmt. game reset to dash board once during escape daily (about 5min in), and second time during horde daily (wave 7). ticket submitted.