My Experience with 2K Australia Customer Service
WARNING: This post contains a BioShock spoiler – in so far as describing a certain area of the game. If you have not been to this area of the game or if you have yet to play BioShock, proceed at your own discretion.
I have been playing BioShock since launch and I have run into a few small glitches like everyone else has – ones that can be expected of any game. These are mainly sound issues and dialogue not matching what I am doing on the screen. Who cares right? This is an awesome game and I have been enjoying every minute of my stay in Rapture. That is until today.
Here is my beef. During the stage in Fort Bliss you run into a man named Cohen. (I am not going to give away any more than that because I do not want to ruin anything for anybody). At some point, Cohen goes into a “rage” and you have to wait for him to apologize. Basically, after you have completed all of the tasks he asks of you – he goes nuts – says he is sorry – and then you continue on to the next bit with him. Unfortunately, after completing everything asked of me, I have yet to proceed. Cohen has disappeared, I still hear him ranting, he has yet to apologize – even after just letting my game sit there and idle for an hour and a half – no matter what I do I am stuck in the room. No doors will open. I can shoot and beat things to my heart’s content and the result is… nothing.
So, I decide to call 2K Customer Service. I get this pleasant sounding Aussie on the phone that listened politely to my conundrum. Then he proceeds to tell me that I have not been thorough enough. I explain to him that not only have I been VERY through, but that I have looked at many sites online to make sure that I have not forgotten to do anything. Here were his suggestions:
- Go to Game FAQs and figure out what you may have missed
- Please be aware that we have EXTENSIVELY tested the Xbox 360 version of BioShock, are continuing to test it, and have come across zero issues
- You will just have to start your game over again. Yes, after playing for 26 hours that is the only solution I can give you at this time.
- If it happens again call back
Severely disappointed and not amused in the slightest, I proceed to call back and get a different Aussie on the phone that is even less helpful, his attitude borders on the arrogant side, and he tells me the exact same thing as the other guy. I hang up enraged and get back on the net only to find that I am NOT the only person who has experienced this glitch.
I perused a highly reliable gaming forum (one that is a competitor of ours so I will not mention their name here), to find that three others in that forum alone have experienced the same issue. Doing a bit more research through the vast amount of gaming forums, I noticed that the Xbox 360 version of the game has a few more issues as well – for instance: In each area, there are so many Little Sisters you must extract Adam from. The game will show small icons at the bottom of the screen of how many there are – sometimes it shows more or less than what are actually there – the sites also mentioned the sound issues I was aware of, and a few “shadowing” issues of which I had not personally experienced.
So, for the nerdolas at 2K Australia to tell me that they are and have been EXTENSIVELY testing the Xbox 360 version and have found zero issues – is just either an outright lie or they do not want the general public to be aware of any problems at this time. Granted, like I stated earlier, I expect some issues with ANY game – but an issue that causes you to not be able to advance in the game is a serious glitch. Furthermore, for them to suggest Game FAQs as a means to “rectify my problem” is just insulting and lazy.
Needless to say, I have learned a valuable lesson that I should have learned long, long ago: Save your game every two minutes. Now, I will have to start my game all over again if I want to proceed – not a bad idea considering it is a great game and I am enjoying the hell out of it. If I run into that glitch again – BioShock will make a nice, expensive coaster for my coffee table. That is, if I decide to start all over again – I am pretty disgusted, and I feel very dejected. I wouldn’t be feeling so bad if I had been treated with a bit more respect from 2K’s “Customer Service” department. I will remember this the next time I purchase one of their games.
With my luck, it will be a 360 issue – in which case I will have to retract my statements up to a point – but I will refuse to apologize to anyone who provides rude and shoddy customer service.