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Why has Pinball FX3 become so bad supported?

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  • Linne_Zen
    replied
    I am sorry to hear that. I just tried to direct you to a platform, where you can contact us in a more direct way, like on Discord. I have read all your comments. Regarding the Reddit situation, we are following the subreddit rules, and although there is a possibility that you can't see the results of each inappropriate behaviour, we give out warnings privately too. We are continuously tracking the bugs on multiple platforms, and as Mel mentioned, we are planning a big patch where we can sort many out, however currently, I don't have any information when this could happen. I hope, I was able to address most of your questions.

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  • KieferSkunk
    replied
    That is exactly the kind of boilerplate reply that tells your customers you couldn't be bothered to actually read or care about what they said.

    Good bye. You've lost me permanently.

    Leave a comment:


  • Linne_Zen
    replied
    Thanks for your detailed feedback! For more information, you can also join our Discord channel and follow our social media platforms, as we share everything there. (Sales, bugfixes and other pinball-related stuff) You can join our Discord server here: https://discord.gg/rRRBB7x8zS

    Leave a comment:


  • KieferSkunk
    replied
    I will also add that I realize being in customer service is a difficult job. I've done it, and I know it can be awfully demoralizing to have to deal with people who only complain. I can't speak for everyone here, of course, but at least for myself, this is (I hope) constructive criticism. I like your product, and I want to keep supporting it. But it's hard to get enthused about it or the next big thing when there's basically nothing to go on.

    As a small company, you're in a better position than a big one to show your obviously passionate fans that you really care about them. But what I'm seeing, and evidently what others see as well, is that you've all but fallen off the radar, and that gives a negative impression about either your company's stability or about how much you actually care about your customers.

    I'm sure you do care at least somewhat. Show us. We're not asking for perfection. We're just asking for a little more engagement, and a little more honesty.

    Leave a comment:


  • KieferSkunk
    replied
    As I've said before, I realize you're a small company, but I don't accept that (a) that's an excuse to go whole months without talking to your customers, or (b) that it means you can't compile and submit code fixes to common console publishers in a timely manner.

    Okay, some bugs are hard to reproduce. We get that. If you had just come out and said that, I'm sure more of us would have been more understanding about it. But some were clearly solved on one platform, but then took months to release on other platforms even though they were almost certainly very simple fixes. And in all that time, we heard next to nothing from the company.

    I also think it speaks poorly of you when you have abusive users on your Reddit forum actively driving other people off, as I saw happen to one person there, and your moderators do nothing about it. I had considered signing up for Reddit so I could participate in the conversation, but after seeing that happen, I decided I had better ways to spend my time.

    Unfortunately, this kind of thing is all too common with companies that were once great and have since faded into mediocrity.

    You can do better than that.

    Leave a comment:


  • Linne_Zen
    replied
    Originally posted by KieferSkunk View Post
    With all due respect, Linne, why do we only hear from you once a month? And why did it take FOUR months to get a set of really minor bug fixes out onto consoles (e.g. bumpers in Medieval Madness) when they'd already been out on PC that whole time? I know it doesn't take anywhere near that long.

    Let alone the fact that there are still several game-breaking bugs that to my knowledge haven't even been acknowledged - the worst one being the Mix Master turntable in Dr. Dude, which makes that game basically unplayable when it stops working.

    It's understandable if the bug that causes that is so hard to find or fix that it's taking a while, or even that you might consider it not worth fixing. Just TELL us what's going on.

    The fact that we only hear from you once a month and it's nearly always some form of "We'll look at that", "We're working on new stuff", or something else that is generally boilerplate, is what's driving your fans away.
    Fixes for different platforms require different types of resources and time. Still being a relatively small company, the management of these resources are critical for us, but as I always tell you, I forward all the bugs to the developers.

    We plan to continue the support of Pinball FX3 with fixes, along with many of our games.

    The bug on the Dr. Dude table is really hard to reproduce, we will see what we will be able to do with it.

    Leave a comment:


  • tfhfony
    replied
    I haven't booted PinballFX3 anymore for a few months either. It's a shame how Farsight & ZEN have been able to kill all fun of playing Pinball on consoles.
    I've bought all ZEN & Farsight tables twice. First on my WiiU, and again on my PS4. And I sure as hell ain't gonna pay for them again. I didn't buy the last two Williams packs anymore either. I refuse to pay money to a company that discrespects pinball and disrespects its users in such a blatant manner.
    I've ended up with a censored game with various bugs and a non-communicative company that seems to think that all is fine since they already have my money,

    On the forums you also only get a "We will look into that!" kind of replays, followed by months of silence. And as soon as the questions are a bit harder, ZEN will give an ear-deffening silence. Or at best a "Oops we're sorry and we will look into that", followed by a big nothing.

    Not that ZEN will care, but I haven't spent a dime on their last products and won't spend any in the future either. I'll happily spend my money on a company that does care about its userbase.
    Last edited by tfhfony; 05-01-2021, 10:44 AM.

    Leave a comment:


  • KieferSkunk
    replied
    With all due respect, Linne, why do we only hear from you once a month? And why did it take FOUR months to get a set of really minor bug fixes out onto consoles (e.g. bumpers in Medieval Madness) when they'd already been out on PC that whole time? I know it doesn't take anywhere near that long.

    Let alone the fact that there are still several game-breaking bugs that to my knowledge haven't even been acknowledged - the worst one being the Mix Master turntable in Dr. Dude, which makes that game basically unplayable when it stops working.

    It's understandable if the bug that causes that is so hard to find or fix that it's taking a while, or even that you might consider it not worth fixing. Just TELL us what's going on.

    The fact that we only hear from you once a month and it's nearly always some form of "We'll look at that", "We're working on new stuff", or something else that is generally boilerplate, is what's driving your fans away.

    Leave a comment:


  • Linne_Zen
    replied
    We are sorry to hear that. Recently, we made fixes for Xbox, PS4, Win10, and Switch, and we plan to continue this effort. On Reddit, there were many occasions when we warned people for inappropriate behavior (or our moderators did it), but there might be some cases, that went unnoticed. Please let me know if you saw anything like this.

    We are constantly working on new projects, Star Wars Pinball VR will launch next week, and Pinball FX is also planned for 2021 with many new contents and updated physics for all tables. I hope you will like it.

    Leave a comment:


  • KieferSkunk
    replied
    Originally posted by Boulderdash View Post
    Let me get this... You get angry because other people (a team of developers) do not provide you with fresh entertainment?
    That is what makes you angry? And what exactly is your contribution?
    Speaking for myself, the main issue isn't so much the lack of new entertainment. It's the lack of engagement. Lack of communication of any sort. It's the fact that we, as paying customers, have almost no way to let the team know about game-breaking bugs and issues that severely diminish the quality and value of this product we paid for. It's the fact that Zen is still actively selling content in all the digital stores the game is available on without giving us adequate support for it. They haven't even said they don't plan to continue supporting it.

    And from the looks of things, they also take absolutely minimal effort to monitor or moderate their own forum, nor moderate their subreddit (I saw how one of their outspoken users was a real asshole to another person, and Zen did nothing about it).

    This is what makes me upset. I agree with the person who said he felt abandoned. And I'm not inclined to support Zen at this point. As I said in another thread, there's only so much benefit of the doubt I can give before it becomes ridiculous. My comment above about giving them a break kinda doesn't apply anymore.

    Leave a comment:


  • overall_fanatic
    replied
    You can read? Then take a look to post 1. You'l find the answer. I'm sure! Definitely maybe. Otherwise you may tell us your contribution? But exactly, please.

    Leave a comment:


  • Boulderdash
    replied
    Originally posted by overall_fanatic View Post
    .... I became a little bit angy & sad when I see the only 1 single table pack came from Zen Studios in over a year. This is Williams Vol. 6, before that it was Vol. 5 already released in December 2019.
    Let me get this... You get angry because other people (a team of developers) do not provide you with fresh entertainment?
    That is what makes you angry? And what exactly is your contribution?

    Leave a comment:


  • overall_fanatic
    replied
    Yes, that's right. Questions about further support for FX3 and "old" consoles unanswered in the past - and now they are talking about "Pinball Royal" reboot for new consoles.....?! I think this is more the fact than any discussion about the pandemic. The truth seems to be that they want a total new game ... and have still worked on this project.

    OK, we will see if this is the right way for Zen.... not so many new hardware sold (and even available).... and this new game & tables has to be fully paid from the beginning...

    Leave a comment:


  • Wambie
    replied
    Then again they could have a high percentage of personal working on the next gen platform.....Pinball FX

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  • KieferSkunk
    replied
    Oh, trust me, it's a big challenge to do all your software work at home, 100 percent of the time. There are family distractions, the fact that most kids are stuck doing distance learning and need extra care. Sometimes you don't have a sufficient internet connection to handle sending and receiving large files. The distance learning stream takes up a lot of bandwidth and interferes with your ability to be online. Your spouse is stressed out with all the extra work they have to do with taking care of the kids at home full time, so you need to step in and help more than before. Etc.

    Plus, many devs are getting just plain burned out working at home. It's a real thing - you'd think working at home would be a lot easier and more relaxing than being in the office, but it's been shown many times that (a) you tend to just go straight from bed to work, and work longer hours, because of there being no commute. Sounds good at the start, but it leads to burnout if you don't keep it in check. And (b), often your home setup isn't as good as that at work, even just in the way you sit in your chair or have to turn your neck to look at your screen.

    All of these things will slow you down and hurt productivity. As I said earlier, I work for a games company myself, and I'm seeing this first-hand both for myself and many of my co-workers.

    There may be other reasons why Zen is taking such a long time with updates, but don't accuse them of just being lazy in the pandemic. Nobody likes what's going on right now, but act in good faith here.

    Leave a comment:

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