Subject: Unreal Support
I don't expect to have anything happen on this, but I had to mail somebody,
because what I have run into with GT is ridiculous, and I have little
recourse other than returning UT. Anyway, here's my rant:
I have worked technical support
most of my adult life and I m generally cool with things if I feel they
are trying to help. The service I have received from GT technical support
is ridiculous, and I ll detail why.
I played the demo and it
ran beautifully on my system at work. My work system is a PIII 550 with
128MB RAM, a voodoo3 3000, ensonic sound card, and an MS intellimouse.
The service pack on the computer has been both 5 and 6 while working
on this problem. Anyway, when we installed the full version on the computer,
we click on play Unreal Tournament, and immediately get a Blue Screen
Memory Dump error. So we tried running UT in safe mode, Same Blue Screen.
So we tried installing on a PIII 450, 128MB RAM, and a TNT card, and
running UT in safe mode: same error. So we tried a 3rd computer , PII
400, 128Mb RAM, TNT card, same issue, so I updated all drivers for each
video card, uninstalled, reinstalled on ALL 3 systems, and the same
error pops up, so I decide it s time to call tech support. This is what
the conversation was like:
Me: "I can t get UT
to run on NT 4, I keep getting a BSOD."
Tech Support: "We don
t run on NT 4."
Me: "That s interesting,
because your box and your website both say you do."
TS: "Let me check&
Oh, I guess you re right, we do."
Me: "Okay, here s my
system config (gives both configs)"
TS: "We don t run on
the TNT card, only voodoo."
Me: "Your documentation
says you run on TNT just fine, but we have a voodoo3 that gives the
TS: "I checked, and
we do run on both video cards."
Me: "So anyway, what
do I do next?"
TS: "Get service pack
6, update your video drivers, download our patch."
Me: "Did all that,
none of it worked. Tried all versions of patches out there, and get
the exact same Blue Screen every time."
TS: "Well, that s all
we know, just take it back, and they ll give you a refund."
Me: "You re kidding,
right? You don t know anything else? Do you have a 2nd level of Tech
TS: "No, sorry, that
s all we have. We can t help you anymore."
So basically, what we have
is a tech support department who only knows that you need the most updated
drivers and the new NT service pack, and then they don t help you anymore.
They actually tell you to TAKE BACK THE GAME, instead of trying to troubleshoot
your problem past our 5 minute conversation. The kicker is that we called
again, got a different person, and had the same conversation with the
SAME RESULT! I was very polite, and simply looking for some help, and
got nothing, so now I have a 50$ game that I actually paid for that
simply refuses to run, even though I meet all the system specs with
premium products&. ARE YOU KIDDING ME? I just want some help troubleshooting
the problem, and can t get anything from the provided avenue. I think
the UT demo was awesome, I just want to play the full game at this point.
Perhaps if GT Interactive can t provide better support for their products,
they aren t worthy of publishing games, and they sure as hell aren t
worth me spending my money on their games. I don t want to download
a WAREZ version first, but I may have to from now on, just to see if
the freaking game works like they say it should.
Ted Knutson (i.Opus)