Support @ Uberent

Discussion in 'Support!' started by mkrater, August 18, 2015.

  1. mkrater

    mkrater Uber Alumni

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    FYI: Support is experiencing a higher than normal volume of requests. We will continue to answer requests in the order they're received, but it may take longer to receive a response.

    I apologize for the delay. Thank you for your patience.
  2. cwarner7264

    cwarner7264 Moderator Alumni

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    I'd like to nominate Michelle for understatement of the century :)
  3. dragonzdoom

    dragonzdoom Member

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    I purchased Titans earlier today, but it doesn't download.... How do I get it to download? Note I didn't purchase it from Steam, did that directly with Uber Entertainment. How do I get it to download?

    ORDER ID
    E7E0A1775F138F15
    Last edited: August 20, 2015
  4. DeathByDenim

    DeathByDenim Post Master General

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    Try hitting [VERIFY] in the UberLauncher a few times. If that doesn't work, check Settings -> Gameplay -> Active product. Is it set to Titans?
    mkrater likes this.
  5. dragonzdoom

    dragonzdoom Member

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    Thanks, it now came up with Titan is active.
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  6. leondriel

    leondriel New Member

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    Hello there,
    how big is your backlog roughly? I sent a mail to the support team regarding titans yesterday and there was no reaction yet. Not that I need an answer ASAP and a week ago at best, I'd just like to know when I should start to worry if you really got my mail or it got lost in the web. So an info like "Hey, at the moment it takes us roughly 3/5/20 days to get to the new mails" would be appreciated, and I'm quite sure not only by me :)

    I hope you still can enjoy your post-release-weekend!
    cwarner7264 likes this.
  7. cherryhest

    cherryhest New Member

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    Something might have gone wrong with the kickstarter database? (therefore they have a huge support load?) I´m a kickstarter backer and been playing since Alpha, but sadly didn´t get Titans...only the email telling me it was free for me.
  8. DeathByDenim

    DeathByDenim Post Master General

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    If you use the UberLauncher, then press [VERIFY] a couple of time. It ought to load.
  9. cherryhest

    cherryhest New Member

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    Thanks i´ll keep trying, might be something to do with being in the far south of Chile, our internets can be strange :)
  10. DeathByDenim

    DeathByDenim Post Master General

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    Ha. Oh and I forgot: Also check Settings -> Gameplay. If you have the Titans expansion, you should be able to select between Classic and Titans there.
    cherryhest likes this.
  11. fstadler

    fstadler New Member

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    Been ONE week now and I still haven't heard from support...

    That's just.. well... I can't even find words for it.
  12. proeleert

    proeleert Post Master General

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    Support is just 1 person.
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  13. fstadler

    fstadler New Member

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    Well, if it's going to take weeks until we get a reply they should at least post an updated official statement here...
  14. proeleert

    proeleert Post Master General

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    That's a good idea @mkrater ?
  15. nixtempestas

    nixtempestas Post Master General

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    been a week for me too, I can wait, I just want to make sure my email didn't get lost in the pile, so to speak.
  16. mkrater

    mkrater Uber Alumni

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    I thought this post would be the official statement to let everyone know it's going to take longer than normal. :oops:
    We are working as quickly as possible, but it's difficult to forecast how long it will take to receive a reply.

    We just finished answering support emails sent on Launch day (08/18/15) and are now working on tickets from 08/19/15.
    Based on how long it took to get through the first day of tickets, it may be a few weeks to get to the rest. I do apologize for the delay and we are looking for additional support reps who can help us with the backlog so we can get through them quicker.
    stuart98, cdrkf and DeathByDenim like this.
  17. nixtempestas

    nixtempestas Post Master General

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    Thanks for the update!

    crossing my fingers for next week...
  18. burntcustard

    burntcustard Post Master General

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    I moved house around the time Titans launched, hope my message gets through soon, don't want my Kickstarter goodies going to a house someone else lives in now :/
  19. DeathByDenim

    DeathByDenim Post Master General

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    You can't edit it here?: https://store.uberent.com/Account/MyAccount
  20. mkrater

    mkrater Uber Alumni

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    Nope, we had to turn off the editing feature because we needed to collect the info and forward it to PMC Fulfillment, a third-party vendor handling the packing and shipping of the rewards.
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