Dovetail Games Customer Support

[ManOfNantucket]

Do not bother responding to me in this thread as I will not be giving any more time or attention to anything related to Dovetail Games and their products. I am simply posting this so others can see what to expect when searching regarding this companies support practices. They deleted the thread when posted to their own forums. I am hoping it won't be censored here.

Kind Regards.,
User

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User

Posted on: 31 May 2019 05:36 AM
After completion of a service I attempted to return to the main menu and my computer locked up and became completely unresponsive. After rebooting I found my game profile had become corrupted. I am really hoping you can help me restore it as I had amassed a great many hours and was well over level 100. If not then I am afraid I have lost all interest and have no desire to start over.

I have attached the corrupted profile. Thank you for your assistance.

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Dovetail Games Supp...
Staff

Posted on: 31 May 2019 08:23 AM

Thank you for contacting us regarding Train Sim World.

Your progress is saved within the "My Documents" folder of your PC and no backup is created our end for it.

Sadly if the file has become corrupted and you haven't made a backup yourself all information will be lost.

Kind Regards,

Daniel
Dovetail Games Customer Support

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User

Posted on: 31 May 2019 01:07 PM NEW
This is a very disappointing reply. I have been an avid DTG supporter
for years, having bought Train Simulator, Train Sim World, Euro Fishing,
Fishing Sim World, and Flight Sim world. As well as numerous DLC for
said products. This is/was the only time I have sought support for any
of the above titles and I find the support extremely lacking.

In the same manner I received no support, I shall return said support
and purchase no more of your products. There are far too many competing
products to waste my time/money where it is not appreciated.


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Dovetail Games Supp...
Staff

Posted on: 31 May 2019 01:56 PM NEW

Sadly as noted in my first response we do not back up your save data as we do not have access to it.

This information is stored entirely on your PC which I have no access to.

This is not an issue of a lack of customer service but an issue your end which nobody can resolve for you as nobody else has access to your data so please in future ensure to use the Windows One Drive to back up such important information.

Kind Regards,

Daniel
Dovetail Games Customer Support

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User

Posted on: 31 May 2019 02:15 PM NEW
"This is not an issue of a lack of customer service"

Sadly it is, as you and your company obviously know nothing about
customer support. Customer support is about making customers feel
valued even when you cannot solve the problem they came to you with.
Customer support is not about redirecting blame onto them.

The business I work for always strives to have customers walk away
satisfied whenever they come to us with a problem. But I have no doubt
this is all falling on deaf ears. Luckily for me you are not exactly a
monopoly in the industry.

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Dovetail Games Supp...
Staff

Posted on: 31 May 2019 02:33 PM NEW

Sadly the issue is not something anyone can resolve for you as your data is held by yourself and nobody else.

If you are not creating regular backups of your data then sadly nothing can be done when it's lost.

Seeing as you don't seem to understand that Steam and DTG do not back up your ingame profile information there's no point me continuing to explain this.

Kind Regards,

Daniel
Dovetail Games Customer Support

[Jerry]

Get a blog or something

[ReBoot]

They're well within their right. Game data can become corrupted even without any fault in the game and yes, they don't have backups. The rhetoric you're packing don't change anything. Any reason why you didn't want to post that in the game forum?

Pro tip: Windows' own backup solution, the one you're rather urged to enable, includes My Documents by default. So if you've been practicing good data hygiene all along, you have backups.

[Cathulhu]

Whoop-de-doo. If you can't afford to lose such data, why didn't you do backups yourself? Never ever rely on others, especially when such a service was never offered.

[AmsterdamHeavy]

So...you think that they can restore your corrupted save.

Based on what?

Then when they tell you they cant or dont do that, you throw the classic "entitled customer who thinks hes always right" routine, out of frustration that your corrupt save cant be recovered.

Yeah, thats rational.

You should have backed up your save. Who fault is that bit again?

[Crazy Tiger]

Entitlement is heavy.

Also: inb4 lock or deletion!!

[Supafly]

Wow. For decades companies have been slacking for not auto backing up my data to the cloud. Oh wait. That is not and has never been a requirement.

It is your responsibility to read the terms and understand specifics about a product you use. You ignored or didn't even bother checking the save data aspects of the game. Had you done so you would have known that game does use Cloud saves and you would need to use another service or do it manually but you didn't. That's your fault. no one else's. Plenty of reminders in the world telling users to make sure their important data is backed up. If you don't then that's your fault.

Right now your only option would be to see if an expert could recover the data. But that'll cost you money. I'd actually be more concern as to finding the cause of the crash and corruption. Just because it happened during a game doesn't mean it was the games fault. It could just as easily and is more likely to be a hardware issue. Maybe the game accessed faulty part of memory and trigger the crash or something. If so you risk more crashes and possible corruption by not identifying and fixing the cause.

[Satoru]

They can’t recover your corrupted save that is not “bad customer service”

What is wrong with people these days

Oh wait I know it’s in the first sentence

“Do not bother responding to me”

Not only are you and entitled brat but you don’t even want a discussion.

“This customer is always wrong” is the phrase that applies to you. Oh but don’t bother responding though!

[Ogami]

Every time i think i have seen the stupidest, most entitled post possible on the forums, someone comes and proves me wrong.
So... congratulations?