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Originally Posted by Karel
Would you be more happy if noone told you what is going on and ignored you? I can of course keep it that way.
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I hope this was just a lame attempt at humor... I know that in Russia this level of customer service is acceptable, but when you're dealing with the english speaking world, its a whole other ball game. You're the ones who broke your shit, so take responsibility - dont act like you're doing us a favor here by gracing us with your updates.
The game takes hours and hours to play - releasing a patch that forces people to restart or lose a large amount of their time is a deal killer. I know I will not be restarting for the 3rd time after 30+ hours put into this...
Here are some tips - feel free to take these as your own, I wont mind:
1. Say "We sincerely apologize for the save game bugs this new patch has caused. We're currently investigating the bug and are working to fix this as soon as possible. I'll keep you updated on our progress on these boards".
2. Pull the broken patch from steam so that users who dont have this patch yet are not afraid to log into steam and can
play your game
3. Develop and release a hotfix or workaround that fixes save games for users who already downloaded the broken patch, so they can
play your game
4. Fix the broken patch at your own pace, since now you're reversed the damage caused so far, and then, after testing, release it back on steam.
I'm sure Steam has some baseline standards that publishers must follow in order to continue to distribute games. What do you think will happen if Valve starts getting massive chargebacks for 1C games claiming buggy patches and piss-poor support...
Bolshoye Spasibo