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Originally Posted by hank9481
Well said. Fan of the product for years. But it's clearly not working right in some cases. And instead of showing a dedication to fix it, the powers that be just move on to the next version. Spin it however you want but that's a problem and my chief complaint.
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The idea that we're somehow just moving on to the next version is frankly ludicrous. We haven't started working on OOTP20 at all yet and won't for at least a few more months. But we're still here answering issues, releasing patches and helping with problems every day. Even a cursory glance at the forums would show you that.
We've already released multiple patches and we'll release quite a few more. The patches aren't just to fix problems, though they do that but they also add new features as well in many cases. Frankly there are very few companies that release as many patches as we do, that incorporate community feedback in the patches at the level we do and that will provide the level of support we do. This is not to claim we're somehow perfect, we aren't. But we do try and we do care.
The problem with some of these crashing issues is that they're extremely difficult to track down and solve. They happen in random places in an un-reproducible manner and on a very small amount of systems.
There are maybe a half-dozen to a dozen folks that are still reporting these, right now out of thousands and thousands of customers.
We're working on doing what we can to find solutions, and will continue working on it but it's not even remotely simple when you can't even reproduce the problem and when the problem is only happening in very isolated and seemingly random cases.
It's frustrating for everyone when this sort of thing happens, we get that and feel really bad about it but it's extremely frustrating for us as well. We hate it when the game isn't working right for even one person and all of us on the team have personally spent hours working with single customers with issues in the past and will continue to do so in the future to get things solved as best we can.
But in spite of our best efforts in some cases, the issue is not something we can actually solve either because it's due to a specific combination of settings/hardware/software on a specific machine, it's due to a malfunction somewhere on the user's machine that's affecting the game, or because it's just not something we can even reproduce.
Not being able to solve things on occasion is not the same as not trying or not caring though. And if we just can't solve something and the game just isn't working for someone, we'll pretty much always be open to offering a refund, even beyond the 14-day limit (as long as someone bought the game directly from us, unfortunately we can't issue Steam refunds). We don't want our customers to be stuck with something that doesn't work for them.