Chacal wrote:Yes they do. You are confusing two types of support. RSC uses the same support ticket procedure as most software producers:
1- Problems specific to you
You have a problem with the game, an error message or something, that needs specific help from RSC. Not every player has this problem. Could be faulty installation, conflict with hardware, etc. Obviously they won't help you if you don't e-mail you, and normally they will answer with some specific help, then they will say "try this and tell us if it fixes the problem. If we don't hear from you within x days, we'll consider the problem fixed and close the ticket". The ticket remains in the database and, if many players have the same problem, RSC may suspect a bug and investigate.
2- Bugs, requests for improvements
The problem is with the game itself and is common to every player. For example, RW2 foliage on RW3. They will answer with some generic thank-you note, and close the ticket. But it will remain in the database, and if enough people submit the same problem they will fix it in a future bugfix. This is what happened with Donner Pass. Again, if nobody e-mails them they will never fix the problem. But they won't fix the problem just for you, they would be foolish to do that.
This is the correct way of providing support for a game. No other process makes sense. In your case, it looks like there was a glitch in the e-mail answer, but what matters most is that your ticket was logged in the database so the process still works.
I think they might save themselves lots of mails if they would publish the known bug database. Would be nice to have a voting system on it, so we can vote for priorities in fixing thins. Curiously I received several responses that bugs I reported are already known and my be addressed. Altogether, the support system doesn't make me very happy. It's always a surprise to see if you hear anything and I think it's not very effective.