And here my troubles began.
Where the game had run flawlessly before - seriously, never a crash, never a flicker - suddenly, it started crashing - and not just to the desktop, but like, my whole system would crash, so I had to reboot every time this happened.
So of course, I sent a question to BioWare back on February 5th, under the impression that there was some truth to their assurance that all questions would be answered within 24 to 48 hours.
Right. Well.
It wasn't long before I realized that I wasn't going to get an answer in any kind of timely fashion from BioWare, so I followed every thread I could find where people described problems similar to the one I was having. I tried every fix I could figure out how to execute. (Sadly, my remedial tech knowledge levels really hindered me in being able to use some of the info people were kind enough to provide in various posts.)
Again and again, I tried and failed; and I'm really grateful to all the people who've reached out and tried to help me, or commiserate.
But I was still sitting here with $80+ of now useless software (when you include all the DLCs).
Finally, one day, as I wrathfully looked at BioWare's Customer Support for the eight hundred and seventy three thousandth time, I decided, "Hell with it, I'm going to e-mail them again."
Which is when I discovered the Live Chat.
"Live Chat!" I exclaimed. "I'm saved! I wonder why the hell they didn't let me know this was an option when I wrote my question TWO WEEKS AGO."
Anyway, I signed on for Live Chat - I waited for three hours before giving up.
Today, I did it again, and finally got through to someone.
It was an experience. I laughed. I cried. I shook my fist. I cursed at my screen (but not at the guy, because that is not helpful). And in the end - he didn't have a quarter of the knowledge and skill I've seen displayed here.
So, for your consideration, I give you the transcript of this chat. My agent's name was "Shane." All spelling errors are his.
Chat Dialog
Shane: Hi, my name is Shane. How may I help you? : Hi Shane! : So okay : I bought Return to Ostagar at the beginning of this month Shane: Hello Shane: ok : And per the instructions, in installed the 1.02a patch : prior to this, my game was running perfectly - never a crash, no problems at all : since I installed these two pieces, the game crashes completely - it actually crashes my system so I have to restart : I generally can't get through more than ten minutes of gameplay before it crashes : often much less Shane: Sorry to hear that. : Thank you. Shane: could you please conform it gives you any error message? : So I tried going back to an older version - the 1.01b patch, but I still got the crashes. : And no, no error messages : just a black screen Shane: ok Shane: In order to help you I need one file from your system called DXDIAG.EXE Shane: To do this: Shane: 1) Go to Start -> Run.2) In the box, type the following: dxdiag
3) Click 'OK'
4) Click the 'Save All Information' button on the first screen of the application.
5) Then on top of the 'Save As' box that pops up, select Desktop (if it's not set to save there already), then click Save.
6) Finally,open that file, copy all the content and paste them in this chat window.
: okay Shane: ok[Edited to remove my DxDiag info, because it's long and ridiculous] Shane: thanks Shane: please wait while I check for the details. : sure Shane: Its taking a little bit long to get this information for you.Would request your to please allow me a minute or so!
Communication with the RightNow Chat service has been lost. Please wait while attempts are made to restore the connection. Disconnection in 240 seconds. Connection resumed. Shane: Sorry to keep you waiting for such a long time. Shane: I've checked your file and found that you are using window 7 on 64 bit Shane: That might be causing this issue. Shane: because all the games are not tested on 64 bit and they are not officially compatible on 64 bit. : I there : it's okay : Wait - wait : They're not compatible with 64 bit? : but the game worked before I got the patch and the DLC Shane: unfortunately yes Shane: I understand your part as well : you've got to be kidding. I specifically upgraded my computer so I could play this game. Shane:Would like to inform you that it is not officially compatible.if the
game runs then it will run and if it is not working then it will not
work
: Is there some reason that this was not mentioned in the packaging or the system specs? : Hello? Shane: As I mentioned that it is not officially compatible. Shane: you can try one thing. : That's not an answer to my question. : I wasn't given this information before I purchased the game. : And now it's too late for me to get a refund. : Are there any fixes for this issue? Shane: you could try one thing : What is that? Shane: you can uninstall the game manually and install it again then patch it. : And what would happen to my saved games? Shane: You can save them with manuall uninstallation . : okay. And patch it with what? Shane: patch mean with latest patch. Shane: let me give you all the steps. : okay... but it was after installing the latest patch that I started having all the problems Shane: patches increased the work ability of the game to run,might be the patch is not supporting it . Shane: try playing it with out patch. : I uninstalled the patch, and I still got crashes Shane: I understand.that's why I'm suggesting you to uninstall it and then try to play it again : Okay. So is there some way I can get my money back for Return to Ostagar? : Since it renders my game unplayable Shane: Could you please conform from where you have bought your Return to Ostagar? : I bought it online with BioWare points. Shane: ok Shane:please provide me your purchase date of the DLC and would like to
inform you that I can provide you the refund of your Bioware points
only.
: That's fine - I don't remember the date. It was in late January/early February Shane: o Shane: k*ok Shane: let me check it : ok Shane: Its taking a little bit long to get this information for you.Would request your to please allow me a minute or so! : ok Shane: how much points you have spent on this DLC> Shane: ? Shane: let me provide you the link for the steps for manual uninstall 
http://support.ea.co...p?p_faqid=23831 : Um... I don't know? : Let me see Shane: ok : I guess 400 points? Shane: ok Shane: I've refunded your points back to you.] : Thank you, Shane. Shane: Is there any thing Else,I may assist you with? : No, that's it. Thank you. Shane: Thank you for your participation.Have a Nice Time. Shane: Bye!! Shane has disconnected.As you can see, by the end, I was defeated, and had lost all will to fight on. I don't know if these fixes he's offered will work; based on what I've read in this forum, it won't. But I thought I'd share with the group in case any of this could be helpful to anyone else.
Oh, BioWare. How can you make a game of such awesome and have a support team made of such complete and unadulterated suck?
Modifié par Girl on a Rock, 19 février 2010 - 06:17 .
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