Email Support

[gjhowie]

It's 12 months to the day since I first emailed support [at] railsimulator [dot] com about some issues with a Railworks DLC package that seemed to be a very easy fix, yet I've had no response - the package isn't fixed either.

According to package manager the DLC in question has been updated since, so I guess they either ignored or forgot about the issue.

I have sent a couple of follow up emails on this issue, a couple of suggestions and more recently suggested the wheelslip physics may be in need of review, but nothing received in response but automated replies.

My question is: Has anybody ever had a reply from the support email address?

It it even worth my while sending any more suggestions?

--Graeme

[alexedwin]

I've always got a reply to all emails I've sent to RS.COM and the support has always been very helpful.

[AndyM77]

Sometimes I've only had the automated reply, and on the odd occasion I've had human contact!

I guess it depends on how you've composed the email i.e whether or not there is enough information for them to go on, or whether or not they know what is happening (if it's going wrong).

Since issues reported via the forum(s) aren't officially noted, then you've got to keep emailing support with the issue(s). It's the only way things will get fixed (Eventually).

[gjhowie]

In one scenario, a loco shows 5.6 million lbs of coal, where another similar loco in the same scenario has 56000lbs! I think it should be an easy fix... If they don't plan to fix it then fine, just let me know so I can try to fix it myself.

I've always provided as much information as possible and tried to ensure the emails were not discourteous, but just simple suggestions with supporting information.

I have to say the wheelslip one is really annoying me as it doesn't seem to be something I can fix, and frustratingly it seems like basic physics where Railworks is adding too much complexity. The major factor in my annoyance being I thought the wheelslip issue was isolated to the 57, but having bought the complete DLC pack - *all* models appear to have weird wheelslip issues that make any kind of heavy freight work impractical.

--Graeme

[AndiS]

I did get human response, I guess even asking for details on the wheelslip but most of the time you just get the automatic response, which is fine enough with me, they said they get thousands of mails (but I forgot the time unit).

I find the wheelslip quite annoying, too. It is simply sad that all their selling engines funds so little core improvement. But it looks like we have to put up with what we get. Or write complaints by email. Did you ask about a reply, by email?

[Kariban]

I've never got any response at all which makes me wonder if I'm even using the right address ( although nothing has ever bounced ) - I've reported bugs, sent a fix in and asked a question that needs a yes/no answer, and nothing ever. For people who've got auto replies, is it instant?

[transadelaide]

I have a 100% hit rate with getting a human response. Sometimes it has come a few days after the initial automatic response, sometimes it has been the first response. I suppose it helps that I put in a whole lot of detail and I write politely without making accusations or demands to people who owe me nothing.

[Kariban]

Hm, well I did check all my maillogs & no auto-reply. If you did get one did you have a specific subject, like the auto-subject the webpage link sets up?

When it comes to content I try and be as brief and matter of fact as possible, someone who's ploughing through hundreds of mails to filter them off further won't want to have to read a life story first.

[RSderek]

Hi,

Sorry you did not get a reply, I have infact seen your mails in Support, but they have never got my agenda.

If you are pointing out an error in our DLC or in core thats great, we note the issue and add it to the bug database (and each DLC has it's own little list)

We have one man on Support who deals with many who need it most, (those that can not get something to work or has some other major issue.)

The automated response is there for you to know we have your mail and it will get read and filed.
I'm sorry that we don't get into conversation over email, it would be nice to send a personal email to everyone but frankly we don't have the time or resources to do that just yet.

We know folks like a human response and are working towards that.

regards

Derek

[Kariban]

I don't mind not getting human responses, I was just concerned about the lack of automatic ones I can wait for months provided I know it got there in the first place.

( well the yes/no one would be nice to have answered, but that may not be a simple matter internally )

[gjhowie]

Thanks for confirming the emails have been seen Derek.

I'm not surprised that the issues given have not crossed your desk, the standard of visual modelling is (at least to my untrained eye) by far the best bit of Railworks. I'm just hoping that updating the driving simulation is on the cards for a future update. As I said in my email I wasn't looking for a detailed response, simply confirming "It's on the list" would be fine.

--Graeme

[styckx]

RSC will have rad live chat support outsourced to some country that infomercial commemorative coins are legal tender in.

**** Cindy has joined #RailWorksSupport

Cindy: Hi, my name is Cindy with Railworks Support Network how can I help you?
Support_Guest: WHEN ARE YOU FIXIN THE LIGHTS AND MOUNTAINS?
Cindy: Please email support AT railsimulator.com

**** Cindy has left #RailWorksSupport

[vlado960]

I've sent a couple of times but I've expected an answer only two times. Of these two times I got a reply to send them additional information. In one of many "micro" upgrades the problem about I wrote is resolved. I have never got the answer for the problem of localization I mentioned before, I solved a problem myself. Ther are some other problems in localisation and I will write to them again. I hope I won't wait for 9 months

Regards
Vlado

[alanch]

I don't mind not getting human responses, I was just concerned about the lack of automatic ones I can wait for months provided I know it got there in the first place.

If you aren't getting an automated response, I suspect they are either being swept up by your ISP's spam filter, or by your own. I've always had an automated response, and usually I get a human response when I report bugs/errors. I don't expect a human response when I suggest possible 'improvements'.

[Kariban]

Certainly not falling into my own spam traps, and my "ISP" as far as mail goes is a friends server which shouldn't be trapping rs.com at all. Eh well, not the end of the world.