Support Nightmare

GameHouse Forums > The Lounge

I am so fed up with the so-called support... Whether it is a bug in a game, the website that isn't working or a bicycle tumbling over in China, it is always the client system that is faulty. It is always the fault of the paying customer who is taking the time to report things. Caused either by your firewall, your browser, your Flash plug-in or finally (the killer argument) by your Java installation. Always. In this order. Even if it's a 100% server-side issue, it doesn't matter. If everything on your system is up-to-date and working like a breeze on just about any other website than gamehouse.com and even if screenhots are sent to prove it the support ticket will simply be closed. GameHouse is fine as long as there's no issue and you don't need to contact support. Once you need support you're hosed. Be prepared to just receive polite but useless canned messages from brainless robots. No one will ever take the time to actually read and understand your feedback or support request. Bye

Posted on Mon Nov 09 17:51:03 PST 2009

There are many things that can go wrong with a game and I'm sorry you are having trouble. Folks on the forum (including GH support people) have been very helpful and responsive. Why don't you post the specifics of the problem you're having in the support forum? I am sure someone can help you resolve it quickly.

-SG

Posted on Mon Nov 09 21:57:05 PST 2009

Thank you. The last three tickets were about a bug in a game where the internal game script didn't count correctly at some point and thus made it impossible to advance in the game, a HTTP-500 (internal server error) status code in the billing section of the GH website and blank pages delivered by the webserver. Things not even the most enthusiastic GH customer can solve in the support forum I suppose. Maybe I will still give it a try and post there next time, though.

Posted on Mon Nov 09 22:59:54 PST 2009

Brainless Robots? LOL...... Okay then...

First of all when you open up a support ticket, do you usually recieve an email confirming your ticket? Sometimes depending on what you type, it automatically generates a response to you in hoping that the automated response did it. If it did not, simply reply to the email saying it didnt, then it really does get sent off to a real person. Thats how their support system works.

Posted on Tue Nov 10 08:59:12 PST 2009

me: Can't access my billing info due to a server error (HTTP 500)
GH: Clear your browser cache.
me: Cache is cleared by default every browser start. Screenshots attached.
GH: I read the word Java on the screenshot. Reinstall Java.
me: Java is fine, not involved at all and it is a server error.
GH: I can certainly help you with this. Check your proxy and LAN.
me: No proxy, my LAN is fine. HTTP 500 is a server error.
GH: *flags support ticket as spam*
me: Why was my support ticket flagged as spam? *sends a fax*
GH: The issue still exists?
me: Thanks for the reply. Yes.
GH: Check your Firewall, restore your Java Loader.
me: Java is fine, not involved. Ask your webmaster, please.
GH: The server can't access Java files on your machine.
GH: *closes support ticket*
Total time: about 45 days, still can't acccess billing info...

Posted on Tue Nov 10 10:18:39 PST 2009

I just tried to access the page called "profile" and then edit billing info, and I do not get the http 500 error.

Don't want to sound like them (in your opinion ) But.. can you verify that this issue is also happening in other browsers? Just because Internet Explorer is programmed to delete everything each time does not mean it does a through job of it. You might want to try a utility called CCleaner and allow it to throughly clean your Windows System. Pay close attention to the cleaning options and check everything in there except wipe free space.

Posted on Tue Nov 10 10:37:50 PST 2009

Yes it is the same result in other browsers and on other operating systems. HTTP 500 is a error message from the webserver that something on the webserver did go wrong. Much like a 404 where a page could not be found, which you also won't be able to find by simply switching to another browser.

Posted on Tue Nov 10 10:52:38 PST 2009

Another example:
me: There is a bug in the game. An internal counter does
me: not work as supposed. Unable to advance in the game.
me: I already redownloaded and reinstalled the game.
GH: I can help you with this issue. Reinstall the game.
me: Thanks. Just did that another time. What else?
GH: Check you have the latest sound/video drivers.
GH: Update Windows, DirectX and Java.
me: Done. Please, there's an issue within the game...
me: *attaches DxDiag, screenshot, game logfile*
GH: I can definitely assist you with this.
me: Yes, please, go ahead.
GH: We have been made aware of the issue a handful of
GH: customers have reported. I am unable to confirm a bug.
me: Did you check the log file and screenshot I attached?
GH: *closes support ticket*
Total time: about 20 days

Posted on Tue Nov 10 10:54:09 PST 2009

I dont know what to say to you then because everything works for me. If you try it from someone elses computer and it works, then chances are your computer might be infected with something you dont know about or your hosts file might be jacked up.

Some issues have been encountered by users and is documented here:

http://real.lithium.com/real/board/message?board.id=RealArcade&message.id=25037&query.id=232122#M25037

Take a look at this thread and see if you can get anything to work by following some steps and suggestions there.

Posted on Tue Nov 10 10:59:23 PST 2009

Thank you for your kind suggestions. Yes, as I already said, I did try from different machines. An infection would be a client-side issue, whereas a HTTP 500 is a server issue, where the server failed to fulfill an apparently valid request. Thanks, though.

Posted on Tue Nov 10 11:52:28 PST 2009

x2wolverine, I have scrolled through the link you provided. See, I can access gamehouse.com, otherwise I wouldn't be able to post here. I do even get a reply directly from the server. The full error message the server produced has been forwarded to GH. Only God knows why they seem to have no clue how to analyze it. What is making me upset is not that something does not work. Sh*t happens, all serene. It is how unprepared and helpless they are for such kind of feedback and support requests.

Posted on Tue Nov 10 12:21:31 PST 2009

Yay, I can now check off two support tickets. Today, after a three month oddysey, I managed to solve this mystery on my own.

The webserver obviously only accepts requests from browsers whose content-language is set to English on top priority. Mine was, but at priority three (en-us) and four (en).

It is rather strange and inconsistent because this is not necessary on all pages, just on the billing info page and on the genre pages for example. No problem with the front page, the subscriptions or the forum.

Not my bad that my native language is not English. And still a shame GH had no clue how to analyze the detailed info I provided and act accordingly. Glad it works, I doubt I will renew my funticket subscription, though.

Posted on Tue Nov 10 16:17:47 PST 2009

There are many things that can go wrong with a game... a

FROM: CSPMBS
I did take the time to explain where Customer Service messed up majorly---and it's posted in here somewhere...example: They sent ME an email response and gave me another persons' email, GH password and full name . Now if you are confirming the email-and they sent that to correct email address, WHY would they say/confirm my email with a totally different email address???????? OR...They asked me 3 times which Windows System I was operating on(wasting a week of time) when I sent it not only the 1st time I contacted them but the 2nd too....So after a week of back and forth, they email me again n ask me "what system r u on?"
NO REASON FOR THAT!!!!!!!!!!!!! TOTAL STUPIDITY! So i agree with the robot theory!

Tracy

Posted on Wed Nov 11 23:58:41 PST 2009

Nuki wrote: Yay, I can now check off two support tickets. Today, after a three month oddysey, I managed to solve this mystery on my own.

The webserver obviously only accepts requests from browsers whose content-language is set to English on top priority. Mine was, but at priority three (en-us) and four (en).

It is rather strange and inconsistent because this is not necessary on all pages, just on the billing info page and on the genre pages for example. No problem with the front page, the subscriptions or the forum.

Not my bad that my native language is not English. And still a shame GH had no clue how to analyze the detailed info I provided and act accordingly. Glad it works, I doubt I will renew my funticket subscription, though.

Nuki, I have been reading about your issues with Customer Service. Would you be so kind as to email me at forumadmins@gamehouse.com with the details of your CS contacts (email address, ticket number, names of agents you spoke to) and I will address that directly with the people that run our customer service.

Posted on Fri Nov 13 11:03:44 PST 2009

Wow Nuki, sounds like you've had some problems. I just spoke with a great rep and have had pretty good luck in the past.
I'll bet nhernandez will help you out...

Posted on Fri Nov 13 23:50:12 PST 2009

Thank you nhernandez and wawatusi. Email sent.

Posted on Sat Nov 14 16:30:12 PST 2009

BOOM BABY YOU ARE OUGHTA HERE !!!!

Posted on Sun Mar 28 14:21:37 PDT 2010

Nuki wrote: Yay, I can now check off two support tickets. Today, after a three month oddysey, I managed to solve this mystery on my own.

The webserver obviously only accepts requests from browsers whose content-language is set to English on top priority. Mine was, but at priority three (en-us) and four (en).

It is rather strange and inconsistent because this is not necessary on all pages, just on the billing info page and on the genre pages for example. No problem with the front page, the subscriptions or the forum.

Not my bad that my native language is not English. And still a shame GH had no clue how to analyze the detailed info I provided and act accordingly. Glad it works, I doubt I will renew my funticket subscription, though.

Nuki Hi! I'm getting the same problem the support are telling me its my computer when its not. Can you give a step by step of what you did to fix this please? It's driving me mad

Posted on Tue Jan 04 11:38:53 PST 2011

In the future, please check the date the last reply was and make only a new thread. Please don't pull up old threads 1 1/2 years old. Thank you.

Posted on Wed Jan 05 12:44:46 PST 2011