MY Response from EA on Shift2 issues

[Vaxxtx]

After I sent an e-mail to EA with the following issues:

1. Input Lag
2. Online collision detection
3. Game freeze and lockups

I got this back today:


Discussion Thread



Response Via Email (Govind Singh Rawat)

07/01/2011 09:36 AM



Hi,

Thank you for writing to us here at Electronic Arts.

We will pass the information you have provided to the development team. Regretfully we do not have information on if or when a fix will be put in place. They are however collecting data from the community and are examining solutions if they determine enough customers have the problem and the problem is technically addressable with a patch, or if a work around is possible.
I would also request you to post your issue at official forum :- http://forum.ea.com/eaforum/posts/list/5526243.page

Certainly development will use the information gathered to ensure that this problem doesnot occur in future releases. If you are not interested in tracking this issue on the message board, please know that you will automatically be notified if an official solution to this problem in the form of a work around or patch is discovered.

In the mean time, I am notifying my supervisor that you have an unresolved problem that we have no fix for. We at EA customer service make every attempt to resolve each issue, but sometimes a resolution is simply not possible due to problems beyond our control.

If you still have any doubts, feel free to reply back.

Thank you,
Govind
Customer Support Electronic Arts.


SO PLEASE, sent an e-mail, call, and use live chat and let EA know there is an issue. If we can get more people to do this, then it might really get something going, according to EA.

 

[wicken]

Yesterday I informed them about the freezing issues and the Autolog disconnections, I just hope EA gives them the order to fix the issues

 

[FLX1981]

Done the same. Exchanged 3 mails with german customer service and posted in the german and the english Shift 2 forum at EA.

 

[musomaniak]

Just left a post on EA forum

 

[musomaniak]

also contacted support and received the same baloney i am 2345138881 ( i am a man not a number !!) anyone old enough to remember this program ??

Brad: Hi, my name is Brad. How may I help you?
2345138881: i would just like to make it known how unhappy i am with shift 2
2345138881: due to the constant freezes
2345138881: and horrendous online collision detection
Brad: I sincerely regret any difficulties you are experiencing.
2345138881: this game cannot be completed because of these problems
Brad: Don't worry, I'll try my best to fix this for you. So in order to find a quick fix for this Please share the name of the Operating system which is installed in your system.
2345138881: i have a ps3
Brad: Okay.
2345138881: i think this problem of freezing is widely reported
Brad: Please let me know, Are you getting any error message before Crashing the game?
2345138881: no
2345138881: they are high spped freezes with high pi cars
Brad: In this regard, I would suggest you that please uninstall the game and reinstall it again.
2345138881: i also get what i call mimi freezes where it seems the framerate drops briefly then recovers
2345138881: i have already done that it makes no difference
2345138881: i have also tried another disc to no avail
2345138881: and another ps3 console as well
Brad: Due to the nature of the issue, I’ll need to forward the matter for further review. One of our Senior Support staff members will review the matter and get back to you within few minutes.
Please stay online for few minutes, Thanks
Brad has disconnected.
Eric B.: Hi, my name is Eric B.. How may I help you?
Eric B.: Please give me a moment while I review the Chat Log so that I can understand exactly what the issue you are having is today and the troubleshooting steps that have already been done. Your time is very valuable to me and I do not want to waste it by doing troubleshooting steps we have already followed through with.

Please take note of the following Chat ID: 866849. This will be very important if you happen to get disconnected anytime during this chat or need to refer back to this same issue. You can always get back in contact with Live Chat and give the next Agent your ID so you do not need to re-explain anything.
2345138881: i basically complaining about the constant freezes
2345138881: and mini freezes
Eric B.: What kind of connecting are you using to play the game?
2345138881: virgin wired router
2345138881: i have other racing games which i play and none freeze like this one
2345138881: as explained i have tried a different disc and a different ps3 consloe and the freezes still occur
Eric B.: here may be a corruption in the game or update files that are stored on the system itself. Please try deleting these game files to help resolve the issue. To do so, please follow the instructions below:
1. Press the PS button on the controller to enter the PLAYSTATION 3 XrossMediaBar
2. Select the Game tab.
3. Select the Game Data Utility and press the X button.
4. Find and delete all the game data or roster files listed.
2345138881: also the online collision detection is horrendous
Eric B.: Have you already tried these steps?
2345138881: yes unfortunately i have before contacting you as have hundreds of other guys i know on gt planet !!
Eric B.: Alright. This is something that I can forward to the developers of the game for you
2345138881: a 3rd patch is required in my opinion
2345138881: either that or a total refund , as this game cannot be completed because of the hidh speed freezes
2345138881: please forward it to the developers , as i know this issue is outside of your help capabilities
Eric B.: Also, posting your issue on the forums will get your problem heard
2345138881: i have already posted both on gt planet , nogrip racing , and ea forums
2345138881: cannot get an answer out of ian though
Eric B.: Alright, doing that and me forwarding me the issue to the developers are steps to get the problem fixed
2345138881: ok thank you
Eric B.: Did you have any other questions or concerns?
2345138881: no not what you could answer anways
Eric B.: well thanks for chatting with me. I will also be sending you an e-mail with the chat log in it. You can go ahead and press the disconnect button to exit the chat. Thank you for contacting Electronic Arts Live Chat. Have a great day!
2345138881: you too

 

[pgagoober]

I also submitted e-mails on both the lag and freezing so we'll see what kind of response I get. I'm not expecting much though - I sent them an e-mail right after launch regarding the input lag and the response was less than helpful. Let's see if this time goes better.....

 

[FLX1981]

So then the train is rolling! 👍

 

[bmwisme]

I just got finished with an EA chat... I started with a lengthy message describing the freezing problem before the actual chat - this lengthy message may or may not have been viewable by the EA chat person as it is cutoff when I go back to view from "My Questions":
*************************************
I am active on GTPlanet, a primarily console forum, and "everyone" that has taken the time to post a message has complained of console "freezing" problems while playing Shift 2 Unleashed at some point or another. Most of the time it h
*************************************
Then the chat but I won't bore you with the details as nothing was said to address our issue anyway - pretty indicative of level one support.

The chat was ended with:

Deepika: You may post your question on our official forums so as to get some insight on the issue, from your fellow gamers.
me: I don't need insight from fellow gamers. I am part of a large forum group and this is a well known issue in the community. EA technical or development support needs to know of this freezing problem.
Deepika: Okay
me: Will EA technical and/or development support be alerted of this chat?
Deepika: For this I am transferring this issue at my end to the concerned deparment
me: Thank you

We have to at least try. The squeaky wheel gets the grease!

 

[wicken]

Anyone except me informed them about the Autolog Disconnections during online races and after you receive the rewards?

 

[bmwisme]

Anyone except me informed them about the Autolog Disconnections during online races and after you receive the rewards?

I haven't had any disconnections but I have only played online a dozen or so times.

 

[musomaniak]

its rolling so lets hope it picks up momentum

 

[HKS racer]

Don't want to sound repetitive, I feel your pain for the freeze issue but as I told you, it's all about EA. They are.. how do you wonna call them?... The mafia, not SMS. Ian Bell and his team can't fix the freeze just for pride, If it means just a few hours I'm sure they will, but they need at least 10 days of intensive trial and error coding (by the whole team) and another week of INTENSIVE testing, too much effort for do it for free. EA has to move its lazy mafious ass and let SMS do their job, no more BS.
If this is not going to happen the only thing you can do is stop buying EA games for their attitude. I also encourage SMS to talk and find a deal with someone else because Shift series and all their fans deserve a much better and smarter Pubblisher if they want to reach FM/GT's popularity and incomes.

At this time I see LOT of potential wasted 'couse of some retarded bossy management, and it's a shame because the game is great.

 

[Mr. S]

After I sent an e-mail to EA with the following issues:

1. Input Lag
2. Online collision detection
3. Game freeze and lockups

I got this back today:


Discussion Thread



Response Via Email (Govind Singh Rawat)

07/01/2011 09:36 AM



Hi,

Thank you for writing to us here at Electronic Arts.

We will pass the information you have provided to the development team. Regretfully we do not have information on if or when a fix will be put in place. They are however collecting data from the community and are examining solutions if they determine enough customers have the problem and the problem is technically addressable with a patch, or if a work around is possible.
I would also request you to post your issue at official forum :- http://forum.ea.com/eaforum/posts/list/5526243.page

Certainly development will use the information gathered to ensure that this problem doesnot occur in future releases. If you are not interested in tracking this issue on the message board, please know that you will automatically be notified if an official solution to this problem in the form of a work around or patch is discovered.

In the mean time, I am notifying my supervisor that you have an unresolved problem that we have no fix for. We at EA customer service make every attempt to resolve each issue, but sometimes a resolution is simply not possible due to problems beyond our control.

If you still have any doubts, feel free to reply back.

Thank you,
Govind
Customer Support Electronic Arts.


SO PLEASE, sent an e-mail, call, and use live chat and let EA know there is an issue. If we can get more people to do this, then it might really get something going, according to EA.

I told Bradley about it, the EA support chat is great. Yet, I confused him and he escalated the issue to a senior rep. I'm sad, I really liked Bradley.

 

[HKS racer]

I told Bradley about it, the EA support chat is great. Yet, I confused him and he escalated the issue to a senior rep. I'm sad, I really liked Bradley.

They are all great, the call-center guys are doing a great job but they are only employees, they can't solve the problem, it's up to EA troll managers, they already know everything about the freeze issue, they just trying to playing cheap...

 

[ocd1920]

I quit the game a long time ago. Once I know of a valid patch, I may go back to it. But until then, it sits in its cover. By the way, I do not supply EA with any funding in trade for any of their products, either. I have a Fanatec GT3 RS and Club Sport pedals hooked to a Bob Earl seat. Console is a PS3. Driving the Shift 2 rolling stock is like driving a boat on 1/2 plane. I think Shift 2 is a substandard product put out by a substandard company at a premium price. It just goes to show how marketing and product quality are in no way related to one another at EA.

 

[Vaxxtx]

I quit the game a long time ago. Once I know of a valid patch, I may go back to it. But until then, it sits in its cover. By the way, I do not supply EA with any funding in trade for any of their products, either. I have a Fanatec GT3 RS and Club Sport pedals hooked to a Bob Earl seat. Console is a PS3. Driving the Shift 2 rolling stock is like driving a boat on 1/2 plane. I think Shift 2 is a substandard product put out by a substandard company at a premium price. It just goes to show how marketing and product quality are in no way related to one another at EA.

Then I suggest you let EA know the issues. It is going to take more people letting them know. Please do what we have done above.