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  1. GeneralMayonaise

    Email to System Era Support

    I wanted to post my email to SES for public viewing. Maybe if enough emails are sent, the devs will finally start paying attention here. Comments are welcome and I'm hoping I will get a response from them eventually. Any response would be better than nothing. ----------------------------------------------------------- Hello System Era, I am writing this message in the hopes that you will read it and reply, or at least take it into consideration. To start, I very much enjoy Astroneer. The concept is awesome and it has great potential for expansion into something greater. The ability to sculpt the planets however I want is something that has kept me playing. Also, space is one of my favorite subjects and was what got me interested in your game in the first place. Having said that, I have been met with many disappointments. The greatest of these is the fact that you, the developer and creator of the System Era forum, have no real presence in said forum. There are a multitude of posts on bugs and crashing issues (mine included) that have gone ignored. In your latest update, 1.1.2, a number of members have complained of crashing within the first 30 minutes of play which is generous to say the least. This was originally an issue in the 1.1.0 EFT 'beta' you held on steam that carried over to 1.1.2. Other members also posted this game breaking bug, who also went unheard. The latest semi-stable version is 1.0.15, which I have been able to play for several hours before crashing which would usually freeze the entire system requiring a hard reset. I purchased the game after reading reviews on Steam, YouTube, and various other sites. After watching several YouTube game play videos and seeing the smoothness of the frame rate I decided that I would pay the $30 to get the game. I started playing version 1.0.7 which also had crashing and whole-system freezing issues. From that moment, I thought that this couldn't be the full release version of the game. I was wrong. Thus the second major disappointment. Astroneer went from alpha straight to a 1.0 'full release' without having a beta test to work out the bugs of the release version. From what I have read on the forum, the game was more stable in alpha than it was after 1.0. I have played many games over the years and very rarely have I seen a game that had more issues post-release than pre-release. The third disappointment was that I was excited for a well-made game with a wealth of future updates from what seemed like a group, however small, of experienced developers. I have played many of the games that some of your developers had a hand in creating. The fact that quantity over quality seems to be the name of the game when it comes to Astroneer was very unexpected. For example in the latest update, we were given access to the extra large scrapper. A number of us were unable to use this because of the crashing issue that carried over from EFT. I couldn't get past the first two to five minutes after loading my save before crashing to even be able to craft it. Content updates are all well and good as long as the game is playable. Which at this point it is not. Many games that are worth-while and satisfying aren't pretty but they are more than functional. I am not saying the game is not worth-while but it has become less than satisfying. I have enjoyed the game enough to the point that I went through the frustrating process of downgrading to a previous version so I could play a semi-stable version of the game. Which brings up an important point. If you are going to update the game and ignore the bug reports, at least give us the courtesy of including the previous version under the beta tab in Steam. Other games have done this simply because some players enjoy certain versions over newer updates. In this case it would give us, the players, something to fall back on in the event an update goes haywire. Recently, a fellow member came up with some great ideas on how to improve communication with your player base. mystikro, a member of the forum had this to say, addressed to SES_joe: "Choose a team of free QA testers/players that get early access to builds (daily, or as soon as you have one ready). I think steam can help you with this, they have beta codes and stuff where you can enter that and gain access to it. The community can enroll and log bugs for you guys (JIRA or anything open source). You get free QA, the players feel like they are part of the development." https://forum.systemera.net/topic/52701-is-astroneer-no-longer-supported-by-devs/ He continues further down with: "And all you need is one QA manager. Someone to supervise the QA process. Someone that is active and interacts with the QA and the forum. You took refuge in the Discord server and don't really care for the users on Steam or on the forum. I think that is a bad approach. Get one community manager to have daily contact with the users so that the forum doesn't feel like an empty echo." https://forum.systemera.net/topic/52701-is-astroneer-no-longer-supported-by-devs/ None of this is unreasonable. In fact, this would be extremely beneficial to System Era. It would increase your player base which would in turn increase positive feed back and word-of-mouth advertising which is highly cost effective thus increasing profits. Currently, as I'm sure you're aware, Astroneer is $30 on Steam which in my personal opinion is at least double what is should be considering the state the game has been in for some time now. Another point I would like to make is about your Discord page. Wyvyrias posted: July 19, 2017 "To make sure everyone is aware that we have a Discord server for the whole community! The developers (and Joe) are around as well and sometimes chat with us, too. We'll also try to keep you up-to-date about important events about Astroneer. Feel free to join if you haven't already (and don't forget to read #information)..." https://forum.systemera.net/topic/29926-astroneer-discord-server/ After becoming frustrated with the lack of communication from SES on the forum, I decided to join your Discord server and try to contact someone there. I became extremely confused when I read through your rules, specifically rule 10 and #5 under additional notes: 10. | Do not ping the developers. Face it, SES is busy and can't take care of the individual messages of thousands of people. Use the forums or talk to the community. (5) Do not DM or ping anybody (especially not the staff/moderators) without a good reason (for example, you are free to DM a mod if someone is breaking the rules). This is somewhat misleading regarding what was posted on the Discord announcement post on the forum. It seems to tie our hands behind our backs seen as any kind of System Era presence is non-existent on the forums, almost as if the community is expected to fix issues with the game or given a single choice and that is to live with said issues. That's like me saying to you, "Buy this overpriced car, with warranty, and if it breaks give me a call. Oh, wait. I forgot to tell you the warranty is void and I've turned off my phone. But here's the number of a plumber who I've never met." I don't want a refund, I want a working game. That's all. I don't think this is too much to ask especially when I paid my own hard-earned money for it, along with many others. I believe Astroneer holds great promise for the future and even with all of the major issues it currently has, it is still a beautiful game. When it isn't crashing. I hope someone from System Era will respond to this email and the issues within resolved. I don't expect it to happen overnight. I understand that such things take time, energy, and of course money. At least take the time to read this as I have also spent my time and energy trying to get Astroneer to work, as well as money spent purchasing your game. -Thank You, GeneralMayonaise Active System Era Forum Member -----------------------------------------------------------
  2. The other day, I sent an email to them talking about the game. I wonder, do accept email as a way to contact them and is there a chance that they would get back to me?