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Stingray

Steve - Martin: Please help me.

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I know you guys are very busy but I DO NEED YOUR HELP.

I informed BFS on 5/23/11 that the steel box I received was damaged (#OZE-595819).

Martin sent me an e-mail on 5/24/11 asking for some photos which I sent on 5/26/11to helpdesk@battlefront.com.

Receiving no acknowledgement to the e-mail and photos sent on 5/26/11, I re-sent the entire e-mail again last week to helpdesk@battlefront.com.

Yesterday, I got an e-mail informing me that unless I replied in 24 hours the issue will be considered resolved. I replied immediately saying the issue has not been resolved. I once again sent the photos of the damaged steelbox.

Today, I got an e-mail saying that since I have not replied within the alloted 24 hours the matter is considered closed.

It seems that all my e-mails are not being received.

Please help.. Thank you.

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We must not be receiving your emails. The ticket shows no more responses after Martin emailed you back. I've re-opened the ticket. Logon to the Helpdesk with your Battlefront Store account and attempt to reply and submit the photos from within there with the webform (I believe that should be possible).

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Actually I had something very similar occur to me in that my open ticket was also canceled because I had not replied within 240hrs...except that I did.

On May 21 I got a message from Phil at tech support following up on ticket MFN-880290 and asking if I could provide a saved game file . I really didn't have a saved file from the game, but I did have my initial set up file so I replied to Phil (support@battlefront.com) with that file on May 22nd.

Then on June 1st I received an email saying that they hadn't heard from me in 240hrs...on June 2nd I received another stating that they were changing my ticket status to closed because they hadn't heard from me.

Apparently Battlefront's ticket tracking system isn't logging all the replies and tickets are getting canceled that shouldn't.

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If there hasn't been a reply to a ticket in 240 hours (10 days), then the system automatically closes the ticket. For some of the 'out of memory' issues and other problems with the game we've let the tickets sit there and we haven't responded to them since most of them are just primarily gathering the problem reports for a possible bug. If that was your issue, then I wouldn't worry too much about it since we have hopefully gathered the necessary info. These particular tickets are probably not going to have a 'resolution' since they are possibly a bug in the game (which may take a patch or two to address).

In your particular case (MFN-880290), we have not received a reply back with a saved game that duplicated the problem. If you get a message less than 10 days after you have sent a reply, then please login to the Helpdesk and check on your ticket there. I believe you should be able to respond within the Helpdesk system with the webform there and possibly attach files.

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Same here. I saw the thread title and thought "I didn't know Steve Martin was even PLAYING CM, much less an authority on it".

Now I want "Bunny Ears" and "Arrow through the Head" mods for my troops.

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The short of it is that I did reply to Phil, but for some reason your ticket system thought I didn't and closed the ticket after 240hrs. The email from Phil had the Reply-To field set as support@battlefront.com.

You mention "...we have not received a reply back with a saved game that duplicated the problem." Does that mean that you never received my reply with the attached file or that you could not duplicate the problem with the attached file? Given that my ticket was canceled: "We are changing the status of this ticket to 'Closed' as we have not received a response from you in 240 hours." I have to think you for some reason you never received the reply.

I don't know if the issue is possibly with the email system or with the ticket system not tracking the replies properly. However, I did reply, as did apparently the original poster, and in each case these replies were missed in some way and the tickets were canceled. That is why I jumped in on this thread to alert you that there may be an issue with replies being lost.

Sure, I take your point that I could have gone back to the ticket system after getting the warning msg after 240hrs, but the question remains why are the replies being lost?

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We must not be receiving your emails. The ticket shows no more responses after Martin emailed you back. I've re-opened the ticket. Logon to the Helpdesk with your Battlefront Store account and attempt to reply and submit the photos from within there with the webform (I believe that should be possible).

I have re-sent the photos as you suggested to the HELPDESK with my BFS store account. I am not sure if the photos were attached successfully.

I have also re-sent the photos to: sales@battlefront.com. If you cannot locate the pictures I attached in my e-mail to Helpdesk - please check the "sales@battylefront.com" .

If everthing else fails- give me an address so I can mail the damaged steel box, all the photos and copies of the e-mail thrugh the regular US Post Office.

I hope this finally puts this issue to rest. I really do not understand why all my previous e-mails were not received.

Thanks

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