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A funny thing happened to Crysis on the way to the retail shelf. An obscure little company named Electronic Arts acquired distribution rights, and after a number of delays that allowed for the curtailing of full & proper DirectX 9 WinXP support – the fully functional yet supposedly “hacked” graphics settings spoken of by Crytek leads in post-release interviews – Crysis finally made it out of the gate and into our hands. The game was and is a fairly terrific experience, barring a degree of linearity that is at least somewhat at odds with the scope of its spiritual predecessor, Far Cry. True to hype, the engine set new standards for graphical achievement in a first-person shooter. A physics-laden destructible DOOM 3 in the outdoors, you might say. As for DirectX 9 support, despite a religiously fervent refusal to make perfectly functional settings in that graphical mode (and in regard to multiplayer physics, one should note) official and easily accessible, the game looked great.
Cue this recent post from a consumer…
http://www.crymod.com/thread.php?threadid=34805
In the event the post is ever removed, which would not be surprising, the complainant lays forth his great and terrible saga of trying to deal successfully and wholly reasonably with Electronic Arts tech support. His problem revolved around his inability to run his downloaded copy of the game in 64-bit mode, commensurate with his Vista OS. His e-mails were quite reasoned and detailed. They were met – time after time – with form letter responses, extolling him to do things that were plainly useless. EA support refused to address his request for a regular physical copy of the game, which would certainly bypass the downloader nature of his problem. EA support actually refused to address pretty much anything he had to say in his e-mails… the man was speaking in a vacuum, whilst tech support flunkies garnered wages filing the reports and sending the messages they were obliged to robotically file and send.
The post was on a Crytek website, in their forums. The man thought he might garner some help in such developer environs, obviously.
This brings me to the point of this writ. Now, to be fair, I was going to describe how the eventual official Crytek response to the man`s situation was to berate the community for their negativity, and to advise the complainant that he could resolve the issue only by taking it up with EA tech support… which was as is self-evident by the posts that bade the response of course impossible. This is entirely true. A footnote is required however, to add that the same individual from Crytek posted a subsequent message asserting that EA had indeed agreed to send him a physical copy of the game to get him over this software bug. Good for Crytek, and may the arrival time of the man`s physical disc be short and monitored.
EA should have read the man`s posts. EA should have responded seriously to the man`s concerns and moved to address them. Crytek should not have initially blown him off and locked the issue thread. Crytek should have moved to investigate on his behalf, asking some serious questions about just what kind of tech support their partner was offering for their triple-A title which had been so graciously entrusted to EA. Crytek should have done so for this man and to insure that others who may have the same problem – of which there are still certainly a number – get it resolved satisfactorily, leaving the consumers happy instead of rightly disgruntled. And this man should not have had to go through the trials he had to go through, ultimately making a desperate plea on a public forum, for EA tech support to actually do their jobs and act in accordance with the better tenets & traditions of good commerce.
Cue this recent post from a consumer…
http://www.crymod.com/thread.php?threadid=34805
In the event the post is ever removed, which would not be surprising, the complainant lays forth his great and terrible saga of trying to deal successfully and wholly reasonably with Electronic Arts tech support. His problem revolved around his inability to run his downloaded copy of the game in 64-bit mode, commensurate with his Vista OS. His e-mails were quite reasoned and detailed. They were met – time after time – with form letter responses, extolling him to do things that were plainly useless. EA support refused to address his request for a regular physical copy of the game, which would certainly bypass the downloader nature of his problem. EA support actually refused to address pretty much anything he had to say in his e-mails… the man was speaking in a vacuum, whilst tech support flunkies garnered wages filing the reports and sending the messages they were obliged to robotically file and send.
The post was on a Crytek website, in their forums. The man thought he might garner some help in such developer environs, obviously.
This brings me to the point of this writ. Now, to be fair, I was going to describe how the eventual official Crytek response to the man`s situation was to berate the community for their negativity, and to advise the complainant that he could resolve the issue only by taking it up with EA tech support… which was as is self-evident by the posts that bade the response of course impossible. This is entirely true. A footnote is required however, to add that the same individual from Crytek posted a subsequent message asserting that EA had indeed agreed to send him a physical copy of the game to get him over this software bug. Good for Crytek, and may the arrival time of the man`s physical disc be short and monitored.
EA should have read the man`s posts. EA should have responded seriously to the man`s concerns and moved to address them. Crytek should not have initially blown him off and locked the issue thread. Crytek should have moved to investigate on his behalf, asking some serious questions about just what kind of tech support their partner was offering for their triple-A title which had been so graciously entrusted to EA. Crytek should have done so for this man and to insure that others who may have the same problem – of which there are still certainly a number – get it resolved satisfactorily, leaving the consumers happy instead of rightly disgruntled. And this man should not have had to go through the trials he had to go through, ultimately making a desperate plea on a public forum, for EA tech support to actually do their jobs and act in accordance with the better tenets & traditions of good commerce.
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