EA is working on a Patch for the PS3

[Vaxxtx]

According to the e-mail I just got.....

Talk about confusing as hell. Between SMS and the NDA, Twitter posts, EA customer support....

Anyway I got this:


Discussion Thread



Response Via Email (Lane A)

07/04/2011 06:11 PM



Hello ,


Thank you for contacting EA Support regarding your request for a patch issue for Need for Speed; Shift 2 Unleashed.

I can understand your frustration and apologize for any inconvenience this issue has caused you thus far. This case has been escalated to me and I will be happy to do everything in my power to resolve this issue for you. The studio is working on a patch for the Playstation 3. However we do not have a timeline for this issue to be resolved.
Should you require further assistance, you can update your ticket, add more information, screen shots, or other helpful documents, by logging into our support site at http://support.ea.com andclicking on the ‘My Questions’ link on the left-hand side of the page. Your reference number for this ticket is 110630-012031

Sincerely,

Lane A
Electronic Arts Tier 3 Customer Support
(650) 628-1001



Response Via Email (Govind Singh Rawat)

07/01/2011 04:33 PM



Hello,

Thank you for contacting back to us.

At this point, I may need to escalate this issue to my senior level support staff for further investigation and better assistance. Please be informed that there is no live support on higher level. They should contact you via e-mail. I'm sorry for any inconvenience you've experienced getting the proper support till now. I understand your time is valuable.

Thank you
Govind
Customer Support Tier 2 Electronic Arts.

Sooo...What the heck is goin on??

 

[Barra333]

According to the e-mail I just got.....

*snip*

Sooo...What the heck is goin on??

Simple... Govind (tier 2) escalated your complaint to Lane (tier 3) on the 1st when he emailed you. Lane looked into it and was apparently authourised to tell you there is a patch in development

 

[Vaxxtx]

Simple... Govind (tier 2) escalated your complaint to Lane (tier 3) on the 1st when he emailed you. Lane looked into it and was apparently authourised to tell you there is a patch in development

Question is...is it true? Thats the real kicker.

 

[Barra333]

Question is...is it true? Thats the real kicker.

Probably. I have read some of the discussion you have been involved in about patches etc (up until a few days ago). The way I read most of it was that SMS and EA weren't completely sure what each other were up to, or weren't allowed to say.

You now have it in black and white that there is a patch coming for the PS3. Anything in the past has been inferred from PC talk, or trying to read between the lines of writing of the reps kind enough to make themselves know on the forums. And to be honest, getting worked up over inferences and reading between the lines was not making you many friends.

However, kudos to you for persevering with the official channels and getting an answer.

 

[boomee]

that would be cool thanks for the info

 

[pgagoober]

Very interesting - and definitely confusing. I hope this is true and I really hope it includes some input lag improvement as that is my no. 1 problem with the game.

Thanks for the info...

 

[boxox]

Question is...is it true? Thats the real kicker.

Yeah, as heartening news as this seems to be, as with the previous gut punch on twitter, assuming that EA is the kind of organisation where the left and right hands know what each other are doing at any point in time is a bad idea.

 

[Vaxxtx]

Yeah, as heartening news as this seems to be, as with the previous gut punch on twitter, assuming that EA is the kind of organisation where the left and right hands know what each other are doing at any point in time is a bad idea.

Considering the fact that the patch (2nd on PC 3rd on consoles) was suppose to come out for all systems, and was supposedly done, makes it plausible.

Also the fact that the delay of the PC patch was due to SMS adding in un-approved things like MAX settings, and Harder AI to the PC version, and it got scrapped...kind of. Steam users of the PC version got the full patch with those un-approved features. So...again EA testing let that one slip by.

So...what hands are doing what at EA are anyones guess. Including theirs?

All I know is I hope that a Tier 3 EA support rep by the name of Lane A. is on the ball and correct.

 

[boxox]

When you say EA testing all I can picture now is a guy dressed in old denim overalls with freckles, zits, a propellor hat and a puddle of drool forming on the corner of his mouth. Let's not pretend this is, you know, a bunch of guys in bunny suits scouring the code line by line in a cleanroom

 

[GumShoe]

I think EA are more like this:

 

[FLX1981]

Since I wont have time to play this week anyway I can just lay back, relax and watch. Oh the joys of lots of work... for once!

 

[wicken]

Once again according to the EA Costumer Support, shift 2 support didn't ended so there might be more patches.
Stop trusting on unofficial sources, perhaps that guy on twitter said that because they are not allowed to respond if there will be more patches.

 

[fatkrakr]

Well I sure am confused. EA says there working on a patch. SMS says they are not working with EA. Guess where all just still in wait and see mode.

 

[arvore]

Let's hope it is true...either way I rather believe in an official mail of their costumer service than on some twitter, I'm sure everyone is aware of what happened to Fox News Twitter account...


Thanks for sharing the info Vaxxtx.

 

[wicken]

either way I rather believe in an official mail of their costumer service than on some twitter

this is completely true, all of us know that EA would never talk about a patch without posting first on a blog.

 

[bmwisme]

Great news if true - maybe, must maybe, all of the noise many have made got to someone at EA that mattered. Vaxxtx, have you tried to call that number Lane A. had on his signature?

 

[Vaxxtx]

Great news if true - maybe, must maybe, all of the noise many have made got to someone at EA that mattered. Vaxxtx, have you tried to call that number Lane A. had on his signature?

No, I have not. Disdnt see a need to yet.

 

[bredita]

I'm still pushing them - trying to get them to say if they will or will not be fixing the freezing issue. If I get confirmation from EA support, as you did, then I'll give them one more chance.

The reply I got today (to my third ticket about the same issue, after I refused to go through their standard list of "things to try" one more time):

"Thank you for contacting Electronic Arts again.

We apologize for the inconvenience caused to you. In order to assist you with this issue,I would like to say that I have forwarded your issue to some
higher level. Please wait for some time.You issue will be resolved."

Note that the OP was luckier than me - my "some higher level" doesn't have a name

This reply is very much like their reply to my other tickets (The only difference is that this time they say that it will be resolved...).

The last time I waited 6+ weeks, and then found out they had closed the ticket without informing me.

I have planned to return it to the shop for a full refund the next time I'm close to the shop, but on the other hand I really want the game to work - there is something absolutely brilliant there, if it only stops freezing...

 

[Vaxxtx]

I'm still pushing them - trying to get them to say if they will or will not be fixing the freezing issue. If I get confirmation from EA support, as you did, then I'll give them one more chance.

The reply I got today (to my third ticket about the same issue, after I refused to go through their standard list of "things to try" one more time):

"Thank you for contacting Electronic Arts again.

We apologize for the inconvenience caused to you. In order to assist you with this issue,I would like to say that I have forwarded your issue to some
higher level. Please wait for some time.You issue will be resolved."

Note that the OP was luckier than me - my "some higher level" doesn't have a name

This reply is very much like their reply to my other tickets (The only difference is that this time they say that it will be resolved...).

The last time I waited 6+ weeks, and then found out they had closed the ticket without informing me.

I have planned to return it to the shop for a full refund the next time I'm close to the shop, but on the other hand I really want the game to work - there is something absolutely brilliant there, if it only stops freezing...

Keep the pressure up. Keep listing the issues, freezing, input lag, and online collison detection. It cant hurt to keep it up IMO.

Also accroding to a mod at No Grip http://www.nogripracing.com/forum/showthread.php?t=259508&page=4

"Well I hear rumours too that something is happening still, though it is not clear whether it is for all platforms or not. That's all I know, don't ask any questions ".

And the fact there were suppose to 3 DLC's, makes me tend to think there is somethig in the works. The work by SMS might be done, but already passed to EA? I am just speculating now.

 

[boxox]

Maybe he read speculation here and made a rumorouroboros

 

[HKS racer]

SMS are the only one able to fix the issue and they will not work for charity expecially considering EA is not a poor company. So if this is going to happen they'll have to pay them. I don't know why but I think EA are just trolling as usual to keep you quite and fool you again and again...

 

[tribolik]

Thank you for contacting EA Support regarding your request for a patch issue for Need for Speed; Shift 2 Unleashed.

I can understand your frustration and apologize for any inconvenience this issue has caused you thus far. This case has been escalated to me and I will be happy to do everything in my power to resolve this issue for you. The studio is working on a patch for the Playstation 3. However we do not have a timeline for this issue to be resolved.
Should you require further assistance, you can update your ticket, add more information, screen shots, or other helpful documents, by logging into our support site at http://support.ea.com andclicking on the ‘My Questions’ link on the left-hand side of the page. Your reference number for this ticket is 110630-012031

Sincerely,

Lane A
Electronic Arts Tier 3 Customer Support
(650) 628-1001
n

I dont think its EA developing the patch I think it is Slightly mad Studios... she said the studio, she did not say EA or the office... they do not troll...

 

[jbuzza]

I thought (from another thread) that SMS already delivered a 3rd patch but EA rejected it becuase it had stuff in there that they couldn't be bothered to test. Whether that fixed the freezing is another matter I suppose.

 

[Vaxxtx]

I dont think its EA developing the patch I think it is Slightly mad Studios... she said the studio, she did not say EA or the office... they do not troll...

I agree. By "working on" I assume EA is testing, etc. I know they didnt develop the patch.

I thought (from another thread) that SMS already delivered a 3rd patch but EA rejected it becuase it had stuff in there that they couldn't be bothered to test. Whether that fixed the freezing is another matter I suppose.

I mentioned that in this thread. The patch that hit the PC was that patch. Revised....except for the STEAM version.

 

[vrooom]

I can't reproduce the freezing issue anymore!
The last time it happened was before the latest PS3 firmware update (3.66) so I don't know if this has something to do with it...

I tried to to take GT1 cars to Nordschleife, which in the past would guarantee a hard freeze, but nothing happened and the game worked like normal for many laps. I then tried with a Murcielago Works and still nothing happened.

Can you give me an exact procedure (car, car upgrades, track, game mode) where the game is freezing so that I reproduce it and report it to EA? Right now, the game works great for me, so either it is fixed (latest firmware?) or I haven't found the place where it's freezing. Either way I have nothing to report to EA until I give them an exact procedure to reproduce the bug.

Thanks!

 

[musomaniak]

Latest firmware certainly doesn't fix the freezing i can assure you

 

[wicken]

I can't reproduce the freezing issue anymore!
The last time it happened was before the latest PS3 firmware update (3.66) so I don't know if this has something to do with it...

I tried to to take GT1 cars to Nordschleife, which in the past would guarantee a hard freeze, but nothing happened and the game worked like normal for many laps. I then tried with a Murcielago Works and still nothing happened.

Can you give me an exact procedure (car, car upgrades, track, game mode) where the game is freezing so that I reproduce it and report it to EA? Right now, the game works great for me, so either it is fixed (latest firmware?) or I haven't found the place where it's freezing. Either way I have nothing to report to EA until I give them an exact procedure to reproduce the bug.

Thanks!

Yesterday i experience another freeze on the Muscle Championship with Autolog online, i can't remember the exact race when this happened but i know that the loading bar didn't move, i could hear the music but i couldn't return to the XMB.

 

[wicken]

There is one way to reproduce the freezing, go race on a track and when it is loading open your XMB and do whatever you want, i am 100% sure that it will freeze.

 

[fatkrakr]

I ve only had mine freeze a couple times before a week ago. Now im getting all kinds of freezing. Yesterday twice at the main menu screen. Also starting to get mini freezes (freezes for a sec. then plays as normal) during races.

 

[bmwisme]

I can't reproduce the freezing issue anymore!
The last time it happened was before the latest PS3 firmware update (3.66) so I don't know if this has something to do with it...

I tried to to take GT1 cars to Nordschleife, which in the past would guarantee a hard freeze, but nothing happened and the game worked like normal for many laps. I then tried with a Murcielago Works and still nothing happened.

Can you give me an exact procedure (car, car upgrades, track, game mode) where the game is freezing so that I reproduce it and report it to EA? Right now, the game works great for me, so either it is fixed (latest firmware?) or I haven't found the place where it's freezing. Either way I have nothing to report to EA until I give them an exact procedure to reproduce the bug.

Thanks!

Just when you think it's safe to go back in the water... I had driven Nordschleife maybe 30-40 times without any freezing so thought I would do some testing to see if I could isolate the problem based on the freezing reports of others. I started by running Nordschleife with user recommended high PI cars - no freezing. Tried a few more works converted cars - no freezing. Raised the ambient temp around the PS3 - no freezing. Then it started to freeze consistantly for no apparent reason (no real changes).

That's what so frustrating - what causes it for one may not for another.
But, I can assure you that you will get freezing just when you think you have hit the magic combination (firmware, re-installed, went to church...).
Keep trying that Lambo Murc. (works converted is best) as that seems to be the most reliable at being un-reliable I can go long sessions, on different days, then I may get freezing with cars with a farily low PI (Lexus LFA on Nordschleife the last one). Once you hit the wall you think you have something repeatable... then it may be gone in a flash. Have fun