To all you people who consider your dogs your kids I have a message. Dogs do not equal kids. Seriously. Your dogs, while you may love them greatly, are not kids. Can I tie my kids up outside and leave them there all night? Nope. I'd go to jail for that. Can I leave them alone while I run to the store? Nope. I'd go to jail for that. Can I set up an automatic feeding dish and let them graze as they see fit? Nope. Not an option. Do dogs require rides to school, rides to day care, lunch money, pta dues, cub scout memberships, or fund raising every week of the school year? Not in my experience. If you run your dog over you will cry. But you'll get over it and maybe even get another dog. If I run my kid over? Jail.
So if you ask about my life and I happen to tell you... don't compare your situation to mine because your precious little puppies run your life.
Saturday, September 29, 2007
Wednesday, September 19, 2007
Let's see how long it takes them to lock the forum
It would seem that either my support ticket has stalled or the tf2 beta has consumed the support resources. I've not heard back on my support request since this past Friday, which was itself a week since I had submitted it.
I'm not going to follow through on this nonsense. I'm going to try to restore the windows vista machine to a mostly usable state. As it is there isn't even an iota of software on there that isn't vista, steam, or drivers.
So they win this slow-speed battle of stare down and wait. But my business they haven't won: There will be no Orange box or for that matter any further purchases through steam or for any valve games in the future. Yeah, it won't hurt them, I know the logic. You know, that logic that dictates that we can't do anything about the system... Well I tend to disagree with that logic.
So....
Much like the "How many licks does it take to get to the center of a tootsie roll pop" owl I have come up short in my quest to find out how long a support ticket takes. Maybe the answer is, "Until you get fed up with waiting."
...At least that's how long it was for me.
I'm not going to follow through on this nonsense. I'm going to try to restore the windows vista machine to a mostly usable state. As it is there isn't even an iota of software on there that isn't vista, steam, or drivers.
So they win this slow-speed battle of stare down and wait. But my business they haven't won: There will be no Orange box or for that matter any further purchases through steam or for any valve games in the future. Yeah, it won't hurt them, I know the logic. You know, that logic that dictates that we can't do anything about the system... Well I tend to disagree with that logic.
So....
Much like the "How many licks does it take to get to the center of a tootsie roll pop" owl I have come up short in my quest to find out how long a support ticket takes. Maybe the answer is, "Until you get fed up with waiting."
...At least that's how long it was for me.
Sunday, September 16, 2007
the gimp
I had some time on my hands and thought I'd give the gimp a stab. Made it as a desktop wallpaper for my wife, it's my 2 kids. Noah on the left, Thor on the right. When they are both asleep at the same time, life is heaven. :P
Friday, September 14, 2007
STOP THE PRESSES! This just in from the "I shit you not" department
I swear I'm not making this up. I opened another support request with steam asking if they would change their support infrastructure for when their new product which includes several highly anticipated games. Transcript follows.
Yes folks, the good people in the "I shit you not department" brought you this story and they want you to know that it does not make more sense to add more support personnel in a time when they expect more support calls.
To quote myself from their forums:
| Customer | 09/09/2007 03:47 PM |
| Since you're experiencing a high volume of calls now, what will the support system be like when the orange box comes out? I plan on buying 2 copies if I buy it, one for me, one for my son. But if I have to wait 2 weeks to get a support question answered if I have a problem I'll go mental. quite honestly the current support lag time is quite nearly a deal breaker. I've been waiting 8 years for tf2. But if there isn't some announcement of some sort of reasonable support I'll not be plopping down my money for it. You are a service industry. You chose that when you went to a content delivery system. It's a service. and you aren't servicing the people that have problems in a timely manner. check your own forums, you'll see the disgruntled members. What is the solution? You're the ones providing the product, I'm the one paying the money. So you tell me. | |
| Response (Ricky) | 09/14/2007 11:07 AM |
| Hello, Thank you for contacting Steam Support. We answer tickets in the order that they are received. We have been experiencing higher ticket volumes recently, but we are doing our best to work through it so that we can answer tickets faster when the Orange Box is released. Ideally we would like to answer tickets within a couple of days, but recently some users have had to wait close to a week for a response. For non account related issues, the FAQs that we have setup can resolve the majority of errors that users encounter with Steam. | |
| Customer | 09/14/2007 11:23 AM |
| So that is to say that there is no change in the support infrastructure planned for the Orange Box release, is that correct? As my purchase of your upcoming product depends on this I feel I have a right to know. | |
| Response (Ricky) | 09/14/2007 04:11 PM |
| Thor, Changing the infrastructure of the support system during a time that we are anticipating higher ticket volume could lead to increased response times instead of lower ones. Our goal is to be able to answer tickets within a couple of days by the time the Orange Box is released. This is about the same response time that we have had in the past. Only recently has the response time jumped. Currently, the majority of tickets that we have been working on are 3-5 days old. | |
Yes folks, the good people in the "I shit you not department" brought you this story and they want you to know that it does not make more sense to add more support personnel in a time when they expect more support calls.
To quote myself from their forums:
Here's an example:and yet another example of my ability to make corollaries:
Let's say you open your own isp. You get customers signing up and the money is rolling in. As it turns out you have, we'll say, 100 gigabits per second available as an aggregate. But you've signed up so many people that nobody can get over 1kb / second. People are complaining. What do you do? Tell them tough luck, maybe they'll get better speed at night? no, you get a bigger pipe. Or people look for another isp.
The county fairground might only have one groundskeeper for most of the year. Along comes the week of the fair and guess what? They hire more groundskeepers or sub the work out to the company that is coming in with the attractions.Sigh. I mentioned idiocracy, right?
I know, I know, this isn't a "planned event" as a county fair would be but that's the business they are in. There are going to be unexpected spikes in activity and it's their business to plan for such things.
Thursday, September 13, 2007
When you beat a dead horse it rarely kicks you
I'm not usually one to beat a dead horse but I thought I'd give it a stab. Here's the current progression of my support experience with steam. If nothing else it has been a slow going process. I submitted my ticket on the 7th and received my first non-automated reply on the 13th. Their first idea was to have me prove that my cd key was real. Baffled, I asked them why they wanted me to do that when it wasn't a key issue. They didn't offer any apology or reasoning but continued on with lines of questioning that had been previously addressed. Incidentally, anytime they respond they mark the support issue "resolved" even when they ask you a question. I'm stymied. They go beyond all reasoning that has no reason. At one point they tell me to run a command that uses the steam:// protocol and yet... I cannot install steam. THAT is the issue.
Have you seen the movie idiocracy? I feel a lot like that guy. I'm not the smartest guy on earth but common sense and reading comprehension are some of my skills. I have literally gutted the machine at this point. There is nothing installed but the operating system, cd burner software, dvd reading software, and drivers. That's it. I even uninstalled my text editor. Windows firewall is off. The hardware firewall is allowing any connection to or from the machine in question. Their latest response says I have network connectivity issues. I _did_ download their software, right? So mostly in the paranoid fear they'll delete my support ticket completely below is a transcript with only my account name removed. Do read and wonder at the idiocracy.
Have you seen the movie idiocracy? I feel a lot like that guy. I'm not the smartest guy on earth but common sense and reading comprehension are some of my skills. I have literally gutted the machine at this point. There is nothing installed but the operating system, cd burner software, dvd reading software, and drivers. That's it. I even uninstalled my text editor. Windows firewall is off. The hardware firewall is allowing any connection to or from the machine in question. Their latest response says I have network connectivity issues. I _did_ download their software, right? So mostly in the paranoid fear they'll delete my support ticket completely below is a transcript with only my account name removed. Do read and wonder at the idiocracy.
| Customer | 09/07/2007 08:53 AM |
| I recently downloaded steam on this computer (windows vista business edition) and installed. Now when I run it just sits on 0% steam updating and I left it on for over an hour with the same results. I don't have antivirus, windows firewall, or any other such thing on this computer but it still will not update so I can download my games or for that matter even log into my account. I tried running steam.exe as administrator by right clicking and selecting run as admin but still no love. any ideas? | |
| Auto-Response | 09/07/2007 08:53 AM |
| Title: Windows Vista Issues Link: http://support.steampowered.com/cgi-bin/steampowered.cfg/php/enduser/popup_adp.php?p_faqid=460&p_created=1148343819 Title: Optimizing Multi-player Voice Quality Link: http://support.steampowered.com/cgi-bin/steampowered.cfg/php/enduser/popup_adp.php?p_faqid=179&p_created=1093557339 Title: Game Error: Invalid Steam UserID Ticket Link: http://support.steampowered.com/cgi-bin/steampowered.cfg/php/enduser/popup_adp.php?p_faqid=29&p_created=1092274907 | |
| Customer | 09/07/2007 01:50 PM |
| So is the "solution" to my question because I already read those handy links before I submitted this ticket. This email isn't clear as to whether this is your final response or if I should be waiting for further developments. | |
| Response (Zachery) | 09/13/2007 11:47 AM |
| Hello, Thank you for contacting Steam Support. We apologize for the inconvenience. In order to investigate this issue, we will need to verify your ownership of the CD Key. Please write your Support Incident Number or your Steam account username on the quick reference card or sticker above the CD Key and reply with a digital photo or scan of the CD Key. If you have any difficulty locating the CD Key on the packaging, please see the following link: http://support.steampowered.com/cgi-bin/steampowered.cfg/php/enduser/std_adp.php?p_faqid=68 Example scans: http://support.steampowered.com/downloads/faq/294/ea_cd_key_scan.jpg http://support.steampowered.com/downloads/faq/294/sierra_cd_key_scan.jpg After verifying your proof of ownership we will gladly assist you with this issue. | |
| Customer | 09/13/2007 11:59 AM |
| This has absolutely nothing to do with a cd key issue. I haven't even been able to log into my account on this vista machine, as it hasn't completed the update/installation. I _can_ verify my cd key but since this isn't an account related question I don't see the need. The issue, again, is this: I downloaded steaminstaller. I installed steaminstaller. It goes to the initial update client process. It goes nowhere. At no point in this process am I asked for my login credentials. I don't see how a cd key would be an issue if I'm unable to install the client. I have as of yet to log in or install any of my steam games on this computer. | |
| Response (Zachery) | 09/13/2007 12:27 PM |
| Hello, This issue appears to be related to how Vista deals with user file permissions. Please review the following instructions to ensure Vista allows you proper access to your Steam files. 1. If you are logged in, please exit Steam 2. Navigate to the Steam installation folder (C:\Program Files\Steam\ by default) and right-click on the Steam.exe file 3. Select Run as administrator... In some situations, User Account Control can cause issues with Steam. To disable UAC: 1. Launch MSCONFIG by from the Run menu. 2. Go to Tools. 3. Scroll down to Disable UAC. 4. Press the Launch button. 5. Restart the computer. If your issues, persist, please try changing the security settings for your Steam files: 1. Right-click on your Steam folder. 2. Go to "Sharing and Security..." 3. Go to the "Security" Tab. 4. Allow all users Full Control of your Steam folder, subfolders, and files. 5. Apply your changes. | |
| Customer | 09/13/2007 01:58 PM |
| I have previously disabled uac completely, ran as administrator, and now I have allowed all users full control with inheritence. After allowing full control I ran steam.exe as administrator with no change in effect. The installer simply sits at "Steam - Updating - 0% complete" I have run the steam installer again where it seems to delete the clientregistry.blob and then recreates it when it launches again. After it launches I see that clientregistry.blob gets recreated but it maintains the 0% status and there seems to be no network or disk status. At this point I have literally removed all programs from the computer. The only things left are windows, my cd burning program (nti), the dvd playing software (Power DVD), realtek audio drivers, sis vga utilities, steam, and windows driver package. The firewall is opened both ways with all ports open to that machine, as it is to my other computer which is xp pro and works fine with steam. I'd be happy to let one of your people remote desktop it if you would like. I am available from 8am to 3 pm central time if this is an option. Otherwise I'm just lost. I can't imagine why the installer won't work. | |
| Response (Zachery) | 09/13/2007 02:12 PM |
| Hello, Could you provide me with a msinfo32 report? Title: MSINFO32 Reports URL: http://support.steampowered.com/cgi-bin/steampowered.cfg/php/enduser/std_adp.php?p_faqid=248&p_created=1095979362 If you have any further questions, please let us know. | |
| Customer | 09/13/2007 03:41 PM |
| attached is my msinfo32 report | |
| Response (Zachery) | 09/13/2007 03:50 PM |
| Hello, Please follow the link below for more information: Title: Troubleshooting Network Connectivity URL: http://support.steampowered.com/cgi-bin/steampowered.cfg/php/enduser/std_adp.php?p_faqid=11&p_created=1092152203 If you have any further questions, please let us know. | |
| Customer | 09/13/2007 04:20 PM |
| Since I am unable to install steam I am unable to take advantage of the steam:// protocol to test it. However, attached are screen shots of my network configuration from the vista machine all the way to the router, both incoming and outgoing. There is no network trouble with this machine that I am aware of. As I mentioned previously, windows firewall is completely shut off. I don't know if it matters or not but this is windows Vista BUSINESS edition. I doubt you get a lot of gamers with that particular flavor and I certainly don't know enough about the internal workings of either windows or steam to know if it makes a difference. I did think I'd bring it up in case that could be the possible culprit. | |
Sunday, September 09, 2007
Carrot dangling
So I like to play this game called Team Fortress. It's an online (and offline) first person shooter type thing created by a company called Valve. Some years ago they incorporated a thing called "Steam" into the game. Steam is sort of a wrapper application that updates your game automatically and includes all of the games you've bought so you can launch all of them from there. It is not optional. If you want to play a steam game you have to run steam.
I've been waiting for oh, about 8 years for the follow up game to Team Fortress. They said it was coming out 8 years ago. They showed us screenshots, told us what it was going to be like, even had interviews. Vaporware. (That's where an application or game is supposed to come out during a specific time frame and doesn't get released). It's been on the vaporware top 10 for 8 years now. But it's coming out. This I am certain of. A month from now. YAY, right? Well, no.
See, I have a lot of money invested in this little thing called steam. I have personally purchased 3 copies of half life 1, 1 Half life 2 collector's edition, 2 half life 2 standard edition, and possibly even more that I have forgotten about. One might wonder why a person would need so many copies of one game. The reason is I have a kid that loves the game and a brother who also love the game. To say I have "a couple hundred bucks" into it would be an understatement. I don't mind that though, I do love the games and we all enjoy playing the games. They are well worth the money.
But.
I recently had an issue with steam. See, the neat thing about steam is if you know your username and password you can log into some random computer, download the installer, put in your username and password and after a bit of a download you're up and running the game that is rightfully yours. Pretty cool indeed. No need to bring the cd's or anything, they take care of the software for you. My problem was that steam would not install on the computer I was at. My son came to work with me on Friday since he had the day off and I did not. I plopped him down in front of my secondary computer and he decided he wanted to play a steam game. No problem, we have a T1 and a backup dsl line so it wouldn't take long to get the data and have him occupied for several hours. Alas steam wouldn't install. I did everything I could think to do and then as a last resort I went to their website and submitted a support ticket. 2 hours later I received an automated reply saying I was in queue and would be helped in order of arrival.
I suspect I will cave this time. I will likely chalk it up to experience and know what I'm getting into. But I'm open to suggestions.
In related but unrelated news I have switched to a linux setup for my home pc. I'll get windows working for the game mentioned above but if I decide not to go with TF2, which is still a very real possibility, then I'll not be going back for similar reasons. Windows is moving in a direction that I no longer like. I've always hated change in the windows world, but vista... have you seen this monster? I have. And it is the death of windows for me.
I've been waiting for oh, about 8 years for the follow up game to Team Fortress. They said it was coming out 8 years ago. They showed us screenshots, told us what it was going to be like, even had interviews. Vaporware. (That's where an application or game is supposed to come out during a specific time frame and doesn't get released). It's been on the vaporware top 10 for 8 years now. But it's coming out. This I am certain of. A month from now. YAY, right? Well, no.
See, I have a lot of money invested in this little thing called steam. I have personally purchased 3 copies of half life 1, 1 Half life 2 collector's edition, 2 half life 2 standard edition, and possibly even more that I have forgotten about. One might wonder why a person would need so many copies of one game. The reason is I have a kid that loves the game and a brother who also love the game. To say I have "a couple hundred bucks" into it would be an understatement. I don't mind that though, I do love the games and we all enjoy playing the games. They are well worth the money.
But.
I recently had an issue with steam. See, the neat thing about steam is if you know your username and password you can log into some random computer, download the installer, put in your username and password and after a bit of a download you're up and running the game that is rightfully yours. Pretty cool indeed. No need to bring the cd's or anything, they take care of the software for you. My problem was that steam would not install on the computer I was at. My son came to work with me on Friday since he had the day off and I did not. I plopped him down in front of my secondary computer and he decided he wanted to play a steam game. No problem, we have a T1 and a backup dsl line so it wouldn't take long to get the data and have him occupied for several hours. Alas steam wouldn't install. I did everything I could think to do and then as a last resort I went to their website and submitted a support ticket. 2 hours later I received an automated reply saying I was in queue and would be helped in order of arrival.
Your question has been received. We answer incidents in the order received. Please be patient and we will provide you with a solution as soon as possible.Well here it is, Sunday, and I've yet to hear from them again. Saturday morning, after not hearing from them, I started checking their forums and asking questions of the other users of steam. One would think the answer would be straightforward. Here is a direct quote of my question:
I received answers from two users that directly quoted company employees even though I continued to stress I wasn't looking for what the company was telling users, I wanted to know, in reality, how long should I expect to wait. The install issue was by this point moot, but since I started the support process I was wondering how long the support process actually took. I never did get an answer from a regular user but did find at least one report per page of their forum where it had been more than two weeks and a support request had yet to have a response. There is a sticky post on the forums (good god, could forums have more sticky posts?) regarding an unusually high call volume... oh wait, no, that's the typical dsl company's response...How long does it take for steam support to start?
I'm curious to find out from other steam users how long it takes, on average, for a user to get a non-automated response from steam after submitting a support request.
I don't know what you all are accustomed to as far as support goes but this is most certainly NOT what I'm accustomed to. Here I am, figuring out how I'm going to afford two copies of their upcoming release at likely $60 - $100 each when I find out that two weeks is quite likely the minimum amount of time I can expect to wait if the product doesn't work for whatever reason. I'm a pretty technical person. I'm a programmer/sytem adminstrator in real life. This is the first issue I've had in the 10-ish years I've had the game(s). I really want Team Fortress 2. But is it worth it? Is that carrot really that sweet? Aren't there other carrots out there? Well this is something I will stew on (pun intended, sorry) for the next month while I await the release of Team Fortress 2 (which is packaged with some other pretty cool looking games.)Please read if you have an open support request
Currently we are experiencing a very high volume of support requests.
If you have opened multiple support requests for a single issue, please close all but one of your support requests.
If you have updated your requests, please leave the request open that contains the most pertinent information.
I suspect I will cave this time. I will likely chalk it up to experience and know what I'm getting into. But I'm open to suggestions.
In related but unrelated news I have switched to a linux setup for my home pc. I'll get windows working for the game mentioned above but if I decide not to go with TF2, which is still a very real possibility, then I'll not be going back for similar reasons. Windows is moving in a direction that I no longer like. I've always hated change in the windows world, but vista... have you seen this monster? I have. And it is the death of windows for me.
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