Customer Support comparison

[RONVKING]

Hi Folks,

I don't think what I'm going to say will be too much of a surprise but because of the excellent service from one party I'm going to anyway.

Last Friday I sent two emails regarding problems I have with TS2013, one went to DT about their Mk1 coaches and the other to RSC re the steam Settle-Carlisle Addon pack.

The next day DT replied and by Sunday they had supplied a replacement pack and it cured the problem.

RSC on the other hand. Nothing received over the weekend. Thats not a problem and I didnt expect any replies until Monday from anyone. On Monday I got two replies within minutes of each other. The first received was a personal reply which was nice but clearly the sender had not read the original message from me that explained what I had done (and why). The second was their "automatic" reply which was not relevant and got binned as useless as a chocolate fireguard.

Today I received a reply to my Monday update message that again has beaten around the bush and not given any help at this stage.

So well done DT for your excellence support.

Shame on you RSC, listen and read what your customers say to you and stop acting like a call handling centre.

Rgds Ron

[gptech]

Have you mailed customer support at RSC about this?

[RONVKING]

Yep, its support that I've been conversing with.

[sp762]

I really think they are trying. I lost my Class 08 after the upgrade, and I have had several helpful emails now, and am confident of getting my gronk on again...

[ihavenonamenoreallyidont]

I really think they are trying.

"Trying" is the right word in my experience

[davejc64]

To be fair to RSC probably receive a larger amount of emails that they have to respond to, in comparison to DT.

[RONVKING]

I agree but its not good having to repeat what you said because they didnt read the message correctly.

[whiterider]

I agree but its not good having to repeat what you said because they didn't read the message correctly.

How did you word it to them? They read all their emails and you wouldn't have had a reply if they didn't bother.
If you worded it so it sounded odd, then they wouldn't have understood and so just told you what to do.
RSC are much bigger and don't work weekends - neither does DT but he can check his emails on a weekend because he works alone (from what I know) whereas RSC would need to be in their office.

[RONVKING]

Oh I give up.

I've been speaking to them with a TS2012 query explaining I've not upgraded and keeping offline because a lot of my DLC 3rd party stuff wont play on TS2013. However the problem in question is with a steam product thats not working with TS2012 for what ever reason and only purchased just before the change over.

On my last email I asked if they were going to tell me how to get it working in TS2012 or not, given that the product is still on the steam website with a TS2012 label . All I got on the latest reply was "The 2012 packs have all been upgraded to 2013" No more, no less.

[USRailFan]

I emailed them once about installation codes for Rail Simulator add-ons having expired, and therefore being unable to re-install these (among other things the Class 08) into the original Rail Simulator, which I still keep installed. At first I got a number of replies about how to run Steam on-line (uh, and that has _what_ to do with Rail Simulator, exactly), then, after my e-mails finally seemed to reach a person that was actually aware of the existence of a product called Rail Simulator before the days of Railworks, just got a half-arrogant "Rail Simulator is no longer supported" reply...

[thetrainfan]

I've been speaking to them with a TS2012 query explaining I've not upgraded and keeping offline because a lot of my DLC 3rd party stuff wont play on TS2013

No wonder you're not getting any replies, you're advised to get the update to TS2013 in the first place!! They rightly so aren't supporting TS2012.

[Bjmorley]

I've been speaking to them with a TS2012 query explaining I've not upgraded and keeping offline because a lot of my DLC 3rd party stuff wont play on TS2013.

How can you tell without trying?

Most 3rd party assets are working in TS2013, some bugs about but tbf, there was bugs that have still not been fixed yet from TS2012....

[250787]

I emailed them once about installation codes for Rail Simulator add-ons having expired, and therefore being unable to re-install these (among other things the Class 08) into the original Rail Simulator, which I still keep installed. At first I got a number of replies about how to run Steam on-line (uh, and that has _what_ to do with Rail Simulator, exactly), then, after my e-mails finally seemed to reach a person that was actually aware of the existence of a product called Rail Simulator before the days of Railworks, just got a half-arrogant "Rail Simulator is no longer supported" reply...

When I e-mailed them in the past (I think it was for IOW) then supplied me with the codes with no problems.

[growler37]

I've been speaking to them with a TS2012 query explaining I've not upgraded and keeping offline because a lot of my DLC 3rd party stuff wont play on TS2013

No wonder you're not getting any replies, you're advised to get the update to TS2013 in the first place!! They rightly so aren't supporting TS2012.

Is that the sound of howling wolves,and the screams of vultures i hear!
The op has given us his account of his problems with RS customer support, a glance around the various worldwide trainsim forums shows that his is not an isolated case.
The aggressive attitude to posters who are having problems with TS2013 is a great pity, no wonder some of the long established members of the forum do not post here anymore!
Regards
Kev

[DaveDewhurst]

I've been speaking to them with a TS2012 query explaining I've not upgraded and keeping offline because a lot of my DLC 3rd party stuff wont play on TS2013

No wonder you're not getting any replies, you're advised to get the update to TS2013 in the first place!! They rightly so aren't supporting TS2012.

Is that the sound of howling wolves,and the screams of vultures i hear!
The op has given us his account of his problems with RS customer support, a glance around the various worldwide trainsim forums shows that his is not an isolated case.
The aggressive attitude to posters who are having problems with TS2013 is a great pity, no wonder some of the long established members of the forum do not post here anymore!
Regards
Kev

I'm not actually quite sure what the problem is, it is never mentioned

Dave