Gamesalad support is CRAP.

ETGgames

I have contacted marketplace@gamesalad.com multiple times, trying to submit a game to the marketplace. They just don't reply. I have sent an email asking why they're not replying. Guess what? No reply... is this even a functional email address? because if not, game salad should stop telling me to contact them with it.

Icebox

when did you contact them ? cause they have been responding to my messages so far. they took about 2 days or less if I remember correct.

Braydon_SFX

From what I understand, they are currently not accepting submissions to the marketplace because they are in the middle of revamping it.

Nate_S

Also, GameSalad support works very hard to reply to everyone when they are not re-doing things in the marketplace, It is quite rude to say things like that about the people that provide this game engine for you to use free.

Braydon_SFX

@Nater Tater said:
Also, GameSalad support works very hard to reply to everyone when they are not re-doing things in the marketplace, It is quite rude to say things like that about the people that provide this game engine for you to use free.

Agreed. Additionally, every time I have opened a support ticket they get back to me within a few business days which is pretty quick. I imagine they have dozens and dozens of tickets open each day - it can be hard to keep track of all of them!

ookami007

Even if the marketplace is down or they are re-vamping it, it's only good customer service to get back to someone. If @ETGgames is right and he's heard nothing from them, then that IS poor customer service.

If you don't think so, just substitute GameSalad for another company and see how you would feel...

I've tried multiple times to reach the Electric Company about cutting off my service....

I've tried multiple times to reach the Phone Company about overcharges...

I've tried multiple times to reach my credit card because I see fraudulent charges...

Customer service is customer service. Even if you can't help someone, you still tell them you can't help them and hopefully direct them to someone who can.

GSuserpro

Yes but GameSalad is a relativity small business, and they don't provide any essential things like electricity. The only reason game salad has a support team is to provide free help on peoples games to walk them through it. They are paying people to do something that doesn't even make them money, so I think its generous of them to even have a support team. @ookami007

Armelline

All depends on how clearly shown it is that new submissions to the marketplace are currently not being accepted. I had a quick look and couldn't even see any instructions on how to submit to the marketplace. Where did you get that email address from?

ookami007

@GSuserpro - I've worked an IT customer service environment probably longer than most people on this board have been alive. I've worked for small companies and I've worked for very large corporations and everything in between. I've run my own consulting firm where I was the salesman, the customer service/support, the programmer, the QA guy, etc. Customer service is customer service. Whether you are one man or have an entire building of customer service reps, there are certain basic concepts - like responding to a customer's communication - that you do to meet even the small measures of customer service.

If they don't want to offer support, then they should state that somewhere NICE AND BIG AND BOLD or spend the 10-30 minutes it takes to setup an autoresponder on the support emails that states an expected (if any) reply time.

As far as your statement about offering it for free... that's moot. It's expectations. People have expectations that if someone offers something, that it will work and when it doesn't work that they will fix it. Those are customer expectations. It would be IDIOTIC to nuture distrust and hard feelings because they can't take 10 minutes to setup an autoresponder or state clearly that there is no support offered. People may not like it when someone doesn't offer support, but when it's clearly stated, most people don't have an issue with it.

But when it's not stated clearly, then you disappoint expectations and that's a great way alienate customers. Why would anyone but an IDIOT do that? And certainly why would anyone who wants to grow a successful business do that?

Especially when the effort required to set expectations is minimal - big notice or autoresponder.

Gnarly

They have always responded to my tickets within 3 days or so. Sometimes same day. Seems reasonable.

ETGgames

Right, so just to let you know, I pay $300 a year for game salad. I have contacted them 5 times to the exact email address mention - in fact I've actually spoken to them before back in the days when I was an active marketplace submitter. I have contacted them 3 times in the past week. And guessing from the info you guys are giving me, marketplace seem to be responding fine. I saw a post saying they were doing updates to the marketplace around a month ago. Bad customer service because they're unable to solve your problem is one thing - not even responding to a paying customer is another! Get it together gamesalad...

ETGgames

^^ and just to mention the other 2 time I contacted them were one week ago and 2 weeks ago, so they've had plenty of time to reply

tatiang

I don't know whether that email address is valid or not but have you contacted them through http://support.gamesalad.com?

Armelline

Can you point us to exactly where you got that email? I can't find any mention of it as a contact point for GameSalad.

Socks

...

Socks

Soup

AngryBoi

Haha. Sit down

Socks

@TappWater said:
Haha. Sit down

AngryBoi

haha i wasn't talking about you

Socks

@TappWater said:
haha i wasn't talking about you

Thunder_Child

@ETGgames said:
I have contacted marketplace@gamesalad.com multiple times, trying to submit a game to the marketplace. They just don't reply. I have sent an email asking why they're not replying. Guess what? No reply... is this even a functional email address? because if not, game salad should stop telling me to contact them with it.

This is exactly why you should come to the forums. Here's where most answers come from concerning GS...

Oh and another thing....to whoever the jerk is...flagging post and comments as spam is not what the flag is for azzwipe! It's for spam...not because you disagree with a topic of a discussion. I got spammed as well because of a simple comment...I feel the flaggers name should be displayed.

Socks

@Thunder_Child said:
Oh and another thing....to whoever the jerk is...flagging post and comments as spam is not what the flag is for azzwipe! It's for spam...not because you disagree with a topic of a discussion. I got spammed as well because of a simple comment...I feel the flaggers name should be displayed.

Lol, a spam flag is a badge of honour I've got a couple of them as well, and like you I wasn't selling iPhones and Viagra on the forums.

floatingwoo

@Thunder_Child Too funny! Azzwill happen sometimes.

Armelline

@Socks said:
Lol, a spam flag is a badge of honour I've got a couple of them as well, and like you I wasn't selling iPhones and Viagra on the forums.

I wasn't selling phones or Viagra, but I was offering laser eye surgery.

CaptFinn

hmmmmm. Im not a pro web designer. But I can link the submission button to a html page that says " sorry we are currently not accepting submissions to the Marketplace. We will resume when the new marketplace is up and out of beta.

Problem solved. this thread would have never popped up. Negative comments woud not have been made. Rival trolls would not have been fueled....etc.....etc.....etc.

Simplicity.

Thunder_Child

@FINNBOGG said:
hmmmmm. A button to a html page that says " sorry we are currently not accepting submissions to the Marketplace. We will resume when the new marketplace is up and out of beta.

The last months I believe GS has been taking forum comments to heart. In some cases I can see this to be true. Maybe they might do just that !!

Gnarly

I don't know much about web design but it does seem like the market place has been in upgrade mode for months..........