Does Support Exist?

#1 Thats strange. I bought the TGE (regular version) and i have the option to buy anything.

#2 Some of the people from GG might have alot to do.. I don't know. I don't have a commercial license, but maybe if you post your problem here on the forums.. some of the more experience guys can answer your problem.

Good luck

#3 Robert,

According to your notes you have not purchased Torque. Are you using the correct login to these forums? If not that could very well be the reason it wont let you buy the RTS pack.

Click on my name by this post to see my profile. You will see a the line "Notes: Torque SDK Owner" I expected something like that when I looked at your profile. Instead I see "Notes: -none-"

Also if you are using the correct log-in for support GG might be ruling it out because you are not using the login used for purchased.

Just some thoughts. Hope it helps. If not... sorry for wasting your time.

#4 He's a commercial licensee..... Dan :)

#5 Stefan Lundmark

I know that. Just expected to see something in his profile. I assume by your answer thats not to be expected for a commercial licensee.

Once again - sorry for wasting your time.

#6 @Dan: He has purchased a commercial licence. That dies not show up in the Notes (another website bug to note)

@Robert: Our primary support is through the forum system, which people have usually told us is one of the most responsive they've seen. I am sorry that the bug report page did not get a quicker response. This week has been a particularly slow one at GG, with several key employees out of the office for holiday, medical, and other issues. It is possible that your message was delayed because of that.

Nonetheless, I recommend posting in the forums rather than direct email, I think you will be pleasantly surprised.

I'll mention the bug with the RTS pack to Rick, he should be able to change the sales dependancies.

#7 Huh, who's wasting time?

Anyway.. ya, Marrion (another Commercial Licensee) can post in the SDK forums (notes: -none-) and Tunnel confirmed she was a comm. licensee.

But you and me can't tell, especially as Robert didn't post in the Private forums :)

#8 That kinda defeats the original point of the notes line, doesn't it?

#9 Robert: For what it's worth I was skeptical of the forum support method before purchasing Torque, and I can vouch that it's a great system because instead of a couple of guys trying to conquer a stack of support requests for a paycheck at the end of the week, you have a whole community volunteering to answer support questions/problems to further the cause of indie game dev. Sometimes you have to bump a thread, but the GG guys definitely don't turn a blind/lazy eye to the support forums (just the opposite).

#10 That and IRC can be very useful.

I have never found support to be lacking, it may not all come from GG employees, but there is alot of resources to be had.

#11 Robert,

I just replied to your email regarding the RTS Starter Kit purchase (and only 3 hours after receiving the message, which is pretty darn good turn-around for email support, especially on the day before a holiday). So you know, I replied before I saw this thread, so it's not like we're replying just because you made a post.

I'm sorry you've been frustrated. In general, our support is highly regarded. This week, we've had people sick with medical stuff, and taking some vacation time for the holiday, so things are a little slower than usual.

I tracked down your support requests, but if you can forward them to me personally, I'll make sure they get taken care of. Upon further investigation, it appears that we did send one email reply to your question from Saturday, did you not receive it? If you forward your support reqs to me personally, I'll make sure they get taken care of in detail.

As for the RTS kit purchase from a commercial TGE license, that is a known issue. We'll have a general solution soon, and in the mean time, I've taken care of your particular problem personally.

As you spend more time here, I think you'll see it proven that our support is very good. And as has been pointed out already, besides what we offer officially, the community of developers here also does an outstanding job of supporting each other. I'm sorry you've been frustrated so far though. I hope it will be some satisfaction to know that even close to the holiday we're taking personal steps to assist you.

#12 Hello Again Folks,
Thanks for the feedback. I guess I caught people on a really bad string of days and ran into an unusual number of problems. Support does exist and I can work with the forum system and I'll do that from now on, since that seems to be the culture here. I'll try to adapt a bit better.

Thanks partly to trolling through various postings and a response from GG I have my compilation problems resolved, which is a big relief. I was a bit dismayed at first, but now I can run things, edit, etc. and have reasonable traction.

So far so good... now off to try the things I wanted to use Torque for!

#13 Good luck Robert, and I highly suggest you spend a lot of quality time in the RTS-SK Private forums--there is some amazing stuff in there, including a complete mod for handling resources, building actions, and villagers put together by the entire community over the last 3 weeks! (shameless RTS-SK plug of course!)