And another dismissive reply from Zendesk. I mentioned their authentication servers were unable to authenticate a valid purchase for 3 days, and the reply, “Thank you for letting us know that the issue has been resolved…” What? It’s not resolved… and this dismissive attitude is why some bugs get ignored and never fixed.
First of all, if there is an issue with the “authentication server” when everything else is able to connect, there should be a much more robust, automatic report sent to a human at Microsoft, since this direclty impacts sales - and whether a customer can even open the software or not. Imagine if Microsoft Word was unable to open because of an authentication server being down?
Next, the wording of error messages continues to blame the customer, when in fact it is the Microsoft servers that are having the issue. The wording causes all comletely unnecessary frustration and troubleshooting on the customer’s end, when nobody is even alerted that the issue is at the server end. This is really lazy, terrible error reporting design. Please do better.
I am not just venting here. I am in Beta testing and taking the time to give MS / Asobo / Working Title / Forum Mods and Zendesk feedback about what is problematic with a very negative experience. I’m pointing out a new category of bug reporting - server issues, and the wording / messaging logic of error messages ARE a problem that can easily be fixed, and avoid others having bad customer experiences. Thanks.