DLC Content Missing from PS3 EU store

[Jibblypuff]

if you read some things on these forums, you should know that this isn't a place to get live support.
most of the support issues people need on here can be solved with community help. and that's what these forums are just perfect for. For actual help from HMX, you might want to actually ask HMX.

for example, on Twitter, Facebook , the support site ( http://harmonixmusic.parature.com/ic...p?deptID=16097 ) or via E-mail ( support@harmonixmusic.com )



look at it like this. if i want to ask you something. i go to you and ask it.
I could also drop a note at a random spot in the house you live, but then i shouldn't be surprised if you only find it 2 weeks later.

[HoTkNiFe]

if you read some things on these forums, you should know that this isn't a place to get live support.
most of the support issues people need on here can be solved with community help. and that's what these forums are just perfect for. For actual help from HMX, you might want to actually ask HMX.

for example, on Twitter, Facebook , the support site ( http://harmonixmusic.parature.com/ic...p?deptID=16097 ) or via E-mail ( support@harmonixmusic.com )



look at it like this. if i want to ask you something. i go to you and ask it.
I could also drop a note at a random spot in the house you live, but then i shouldn't be surprised if you only find it 2 weeks later.

Im not sure why you are mixing live support into the discussion. This has nothing to do with support, this has to do with the general flow of information or lack thereof.

If HMX announces to release something on August 15th, and that for some reason fails, then HMX should inform this reasonably fast, all by themselves. If HMX fails to do so for several days, and the information about a delay only gets out because some customers are wondering big time, and "hunts down an answer", then HMX did a crappy job. Not support-wise, but information-wise.

[hmxhenry]

There has been a lot of activity in this thread in the last week and a lot that I want to respond to directly, but hopefully responding to these two posts will sum things up more efficiently.

After close to 48 hours with zero information, I decided to make a Twitter account and try my luck there for information on missing DLC. And behold, it took 5 minutes for whomever responded to find out.

You need to sharpen the information-flow, because this is both infuriating and lacking any kind of respect for your customers!!

No disrespect intended, but we're not able to provide real time support on all of our channels. Had you emailed the Rock Band Support email address, reached out on Facebook or Twitter, you would have likely had a response, as you saw, within a matter of minutes. The forums, however, are much less direct and we are unable to see every single post as they come in. For most support teams, 24-48 hours is the best in class ideal and we maintain that across the majority of our channels. But we do not have 24 hour service and we are not able to address every issue in real time (especially over weekends or periods of extended travel).

To make things more difficult, I was out of the office for most of the last week, which meant that there was one person managing Twitter, Facebook and forums. This is not the norm and had I been available it's likely that there would have been a post here sooner. The lack of immediate response in this instance is somewhat of an exception, and I will always try to at least reassure that we are actively investigating issues even if we don't have all the answers. That flow will likely be interrupted during periods of extended travel (our team also handles review tours, press demos, live events like E3 and PAX) and users may sometimes have to wait 48 hours before getting a response.

Additionally, there are many times when we aren't able to post updates because we don't have all the information. We are dependent on first party for many updates and often hold off until we have full updates from them. As a European I am guessing you are aware that this is an especially difficult time to get information seeing as 1) August is traditionally the holiday month and 2) last week was Gamescom which meant many of our SCEE contacts weren't available. Please trust that we aren't just sitting on our hands or twiddling our thumbs. When we have all the info we will post it in as many places as possible to make sure everyone sees it. These delays are equally infuriating for those of us at Harmonix.

Surely we PAL PS3 users matter to Harmonix... don't we?

Of course you do, and I would hope that my regular involvement in this thread (or on these forums in general) is proof of that. But we cannot change things on our own, not in the store or in the game. We have weekly meetings with our DLC team to escalate issues with all first parties and SCEE is a constant topic of discussion. There is quite a lot going on on the back end, some of which we're not able to talk about yet, but rest assured that we are devoting a ton of time and attention to resolving these issues.

These issues are no picnic for us either and we stand to gain absolutely nothing by ignoring them or letting them linger. Nothing would make me happier than to have them resolved on SCEE as quickly as we're able to resolve them in other regions or in other consoles. We'll continue to do as much as we can, but remember that we are releasing more DLC than anyone else and we're doing so at a greater frequency than anyone else so there isn't any precedent for what we're doing, and there's very little downtime in which to address issues before the next offer goes live. Just want to call out that reminder to help clarify why other games don't have issues pop up this frequently: it's because no one releases 1/100th the content we do.

[HoTkNiFe]

No disrespect intended, but we're not able to provide real time support on all of our channels. Had you emailed the Rock Band Support email address, reached out on Facebook or Twitter, you would have likely had a response, as you saw, within a matter of minutes. The forums, however, are much less direct and we are unable to see every single post as they come in. For most support teams, 24-48 hours is the best in class ideal and we maintain that across the majority of our channels. But we do not have 24 hour service and we are not able to address every issue in real time (especially over weekends or periods of extended travel).

If you consider my posts to be asking for more or better support, then you should consider re-reading them. If you still conclude the same thing, then please say so, and I will try to explain again why this has nothing to do with support.

[nuttzo31]

Black keys pack 2 and songs seem to be missing in uk store as well as 5 out of 10 rbn tracks despite them being listed in the blog. This doesn't look good for blitz next week.

[nuttzo31]

Black keys pack 2 and songs seem to be missing in uk store as well as 5 out of 10 rbn tracks despite them being listed in the blog. This doesn't look good for blitz next week.

The black keys pack and tracks as well as the rbn songs are in the main store but they didn't show up for me in the in game store.

[Tykki-Teme]

As far as I know, everything seems to be in the store. Forgot to buy the upgrades so don't know about them, but I assume they're there. Will check tomorrow.

[robbiecon]

Ok, the Black keys songs and pack are available on the PSN store, but not the in-game store.

Because of this Tighten Up's Pro upgrade cannot be downloaded at the moment.

The only pro guitar upgrade that comes up in a PSN store search is for drops of Jupiter.

[hmxhenry]

If you consider my posts to be asking for more or better support, then you should consider re-reading them. If you still conclude the same thing, then please say so, and I will try to explain again why this has nothing to do with support.

I don't think "support" and "communication" are separate issues. Our attention to support issues and communication regarding those same issues are generally in line with best in class standards. There are some instances where we're not able to respond to questions in real time depending on the channel. As mentioned previously, some channels are more effective than others and we have to play to the strengths of those channels. The Support Portal or the Twitter account, as you have found, are a more immediate line to dev communication because they reach out to us and only us. Forum posts on the other hand, jockey for attention with thousands of other posts in hundreds of other threads daily. It's the difference between calling Dominos for a pizza and posting on Dominos fan forum that you want a pizza.

The black keys pack and tracks as well as the rbn songs are in the main store but they didn't show up for me in the in game store.

I'll flag this to our Audio producers and SCEE right away.



Somewhat related, the Killswitch Engage song The End of Heartache, which had been pulled due to incorrect pricing, has been corrected and should be available to purchase as a single now.

[HoTkNiFe]

I don't think "support" and "communication" are separate issues. Our attention to support issues and communication regarding those same issues are generally in line with best in class standards. There are some instances where we're not able to respond to questions in real time depending on the channel. As mentioned previously, some channels are more effective than others and we have to play to the strengths of those channels. The Support Portal or the Twitter account, as you have found, are a more immediate line to dev communication because they reach out to us and only us. Forum posts on the other hand, jockey for attention with thousands of other posts in hundreds of other threads daily. It's the difference between calling Dominos for a pizza and posting on Dominos fan forum that you want a pizza.

So in other words, you still didn't understand what went horribly wrong last week. This has absolutely nothing to do with how you handle incoming questions or support. Not informing your customers within a reasonable time-frame is the issue.

Let me quote myself:

'If HMX announces to release something on August 15th, and that for some reason fails, then HMX should inform this reasonably fast, all by themselves. If HMX fails to do so for several days, and the information about a delay only gets out because some customers are wondering big time, and "hunts down an answer", then HMX did a crappy job. Not support-wise, but information-wise. '