Atomic Systems

Hi Derek,

The support guys are there to help you with issues of playing DLC and the core game.

If that was the case could you maybe make that known when you send out the automatic email

I'm afraid they can not help people debug their own projects.

Just to clarify, there was absolutely nothing wrong with my project, until I went back to a backup, and route editor changed my route origin...not me. Therefore route editor made my route bugged. I have seen that has happened to other users too. So unless we all put the same "bug" into our individual projects, I would suggest the route editor is bugged...which is an RSC product?

The auto response is what you get when you email support, depending on the issue it is then followed up by one of the members of staff.

I appreciate that a lot of problems can be solved by following the initial automatic email therefore reducing workload and time wasted at RSC.

Be polite and informative about the issues and I'm sure they will do all they can for you to overcome them.

My email was polite and informative and I got no response, the automatic email said 16 days...its now 102

Emails that highlight bugs or issues with repros issues help core dev team improve the software.

This must be a known bug as this has happened to other route builders, but it would be nice to know that they have recieved the problem and am working on it

Issues to do with personal projects are always best done through forums such as these where there is a wealth of collective knowledge.

Thats fine, and I highly support UKTS, but contacting the developer (of route editor, contained within railsim, built by RSC) might bring light to a new bug, or in most cases will provide a professional answer.

Im sorry if I sound a bit cheesed off, but ive tried to be as objective as possible. Over 100 days (and counting) to reply to one of your customers I think is very excessive. I know RSC are rapidly expanding, and maybe struggling to cope with support@ emails, but I think you really need to do something to improve your support section.

Now to be productive; I run multiple websites, and I always use the same hosting company, the reason....fantastic support. Can I make a suggestion, is there any chance, rather than an email address supplying an auto email, you could install a support system onto your website. The hosting company uses a ticket system, so I can log on and see where my problem is at....Received (and by who), working on a solution, need some more info etc. or even resolved? You could almost tie that in with a wiki style problem page. All resolved or known issues are shown on a website, with how, if possible or not to correct them

Thanks

Ian

Sorry Derek, If I use an asset which is with the route i.e. a bridge and this bridge is shown at other locations and I copy this bridge and use it and after saving and reload the route there is a milk bottle at the location where I used this bridge but at all other locations the bridge is there than is this a problem with the core program. Or a tunnel decal disappeared to a milk bottle after saving and reload but the tunnel beside has the tunnel decal. There is no interrest for such things in the support group. I played this game with different problems 3 times. I emailed the problems in detail. 3 times only standard answers, no questions, no hints and no solutions. This is my experience with the RSC support.

Please remember that Derek posts here in his own time and to help others (just like the rest of us). He is NOT RSC support so please treat him with the same respect and courtesy you would treat any other member. He also does not post here in any official capacity but he is still kind enough to give us insight into how things work.

You may not like the contents of these insights. You don't have to agree either. However, you can't vent your feelings on one man posting in his own time just because he works for RSC.

If Derek was not occasionally posting on the forums we would be in a much worse position so please do not chase him away.

Please be considerate and respectful when you post.

You may not like it but the appropriate RSC support channel (support@railsimulator.com) is all we have at the moment. If you want to complain then that is the place to do it.

Feel free to share opinions etc on here (this is not UKTS protecting RSC). Just don't pick on Derek! I am sure he can handle himself (being a tough northern man) but you still can't do it.

Thanks

Jim

i am a huge railworks supporter, however i do at times have alot of frustration as to content creation, the documentation is sketchy at best, but as Derek said the community is really good at figuring it out,
UKTS and RWA are excellent resources in this aspect as is Derek

To be honest I consider any support that says more than "try turning it off and turning it back on again" to be exceptionally good!

I hope Derek will take the problems with the support to work. I do not want to pick on Derek. I would like only show him that it is not at the best with the support with clear words. I think Derek can cope with clear words because he is a tough northern man. I do not like this todays soft talk because this changes nothing (oh, good that we talked about this but where is my cuppa?).

Hi Jim,

I did not mean for my post to sound like a personal attack on Derek. It was meant to be more of an informative criticism for RSC to hopefully take on board.

Derek does make a massive contribution to train sims in general (my credit card is ready for S&C), and I do appreciate his feedback. I totally apologise to Derek if it is taken in anyway other than the way it was initially intended.

Thanks

Ian

Hi,
No need to apologise to me.
I understand the highs and lows of route building and the frustrations that can go with it.
I inform where I can and just hope you guys find the solutions you are looking for.

best regards

Derek

I having problems with WCML-North(which i posted a while ago on here, and it seems i was not the only one all of a sudden having problems with the route) contacted RSC support, told me to verifty, clear cache, told then no joy, then ask to send PC information did that, can back contact steam if problem with download, reply from Steam, contact third party which is RSC i suppose, recontacted then back came Verify, clear cache, done that 5 times, told then that, ask again for my PC information and my sons which was ok to run ts2012, but now dont run on his either. I do wonder if there is anybody at RSC who speaks to you personal or it is just all auto answers. I have spend over £50 on route and add ons and about £350 up grading my PC some i can get the ts2012 affects,for a route that was working fine and now doesnt.This is be going on for about 2 months.If my company acted like this dont think there be in buisness. All i ask is a route that was working and cost me money(which is a lot for me)to work as it was.All other routes which i purchase from DLC or other Companys runs fine.

Sometimes, if verify cache etc isn't working, a complete uninstall then reinstall of Railworks might be required. I have had to do this a couple of times when something has got corrupted which the Steam process simply can't eliminate. It is a pain particularly if you have a lot of DLC, watching the D/L bandwidth rack up as it re-acquires but though drastic a fresh start can be the best way to go.