My Experience with 2K Australia Customer Service

bioshock

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:

  1. Go to Game FAQs and figure out what you may have missed
  2. 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
  3. 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.
  4. 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.

 

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8 Comments on My Experience with 2K Australia Customer Service

Chris

On August 30, 2007 at 8:12 pm

That’s an incredibly crappy situation, and I’ve had a similar occurrence — except with an even worse game for it to happen in: Oblivion. The support I got was absolutely useless, but at least they didn’t tell me to head to GameFAQs to figure it out.

The only suggestion I can think of is, don’t you have an auto-save from when you first arrived on that level? It would suck to revert and lose all the progress on that level, but it beats being FORCED to play through the game again.

Joelteon7

On August 30, 2007 at 8:26 pm

They told you to go to GameFAQ’s? WOW. Nothing like being ‘part of the gaming community’ eh…that’s really poor. Almost as poor as EA’s general attention to patching their games.

And I have to disagree with you. I think expecting to find glitches in games shouldn’t be. I’ll accept the fact that there will be a glitch in a game, but I will not be impressed by a long-shot. Fact is, there were few glitches on console’s a few year’s ago and now boom, suddenly, x-box games it’s ‘alright’ to seemingly leave glitches in because they can be updated, similarly with the PC and I presume likewise with the PS3. It’s one reason why I like Nintendo; they make sure their games work. I’m not saying perfect (there do seem to be issues in the first two Metroid Prime’s that door’s won’t always open immediately) but they sure as hell are close to it.

I’d really like to see a polished game that worked without patches. I mean, fixing a game for balance issues (you could probably list any game published by EA here) really shouldn’t happen, especially if its been tested before release. Likewise, odd glitches here and there and anything else, particularly as you noted above, game-stopping bugs.

I don’t know why, but developer’s seem to think they can get away with doing a less satisfying job first time round because they can always rely on patches. If they can’t get the coding right first time, how about they see what they’ve done and get the developer for that part to improve their skills so it doesn’t happen again. Human error occurs once, but gets picked up in testing.

Norbit

On August 30, 2007 at 8:47 pm

“It’s one reason why I like Nintendo; they make sure their games work.”

No disrespect to Ninty but most of their games are a damn sight simpler than on the other platforms.

Joelteon7

On August 30, 2007 at 9:15 pm

Well, not terribly complex, but I see your point. Perhaps though, for the sake of game-play, develoepr’s should maybe stand back a little bit, go in with some aspects being slightly simpler and get it right.

Phil Migrowen

On August 30, 2007 at 10:41 pm

“I will remember this the next time I purchase one of their games.”

Instead you should remember it BEFORE you make the mistake of purchasing another one of their games. Otherwise 2K will get your money and get to laugh at you once again when you call it about a problem.

Steve

On August 30, 2007 at 10:46 pm

If this were PC, you could take things in your own hands. Console, enable cheats, no-clipping, hacking savegame files, community savegames, etc. But, alas…

Beyond Good & Evil had a bug similar to what you describe. For the longest time the only fix was to start all over, which was almost unacceptable to me since the bug happened 75% of the way through. I ended up shelving the game for a while, and eventually the community provided a solution via savegame hack (PC). Ubisoft still hasn’t fixed that bug. Granted, it wasn’t a hot selling title like Bioshock.

With a fixed platform like the 360 that has no hardware discrepancy, yeah, this one slipped by the testers. Extensive testing doesn’t necessarily mean “all possibilites covered”. It is a bit arrogant for any company representative to say “impossible, we’ve got no bugs!” on any platform.

Robbert

On August 31, 2007 at 5:30 am

Ah that is rather annoying. I never call these customer service numbers anyways, because nearly always I end up feeling like getting my shotgun out and shoot somebody through the phone :P

Anyways how did you manage to play for 26 hours? I finished it under 20 and absolutely explored every corner I could find.

Stephany

On August 31, 2007 at 1:53 pm

Hey Robbert! Don’t make fun of me for being slow. LOL. I backtracked quite a bit so that I would not have to spend my money for bullets or EVE. Of course, each time I backtracked the Splicers had reappeared – which is a very n00bish move on my end. :lol: