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Computers are incredibly complicated and delicate machines. This will fix 90% of reported problems, if you can get the user to do it ...Tip 5 - The Users Will Lie To You I blame this one on the horrible state of tech support in the industry in general.Large companies are horrible at providing support, and people are used to that.
Machines that should, if there was any justice in the world, evaporate into a cloud of flame and self-disgust the moment they are turned on.
Tip 7 - Have a Standard List of Troubleshooting Steps Once you have helped people long enough, you will come up with a list of steps that fix the bulk of their problems. In the next post, I will go off on a philosophical treatise about the nature of computers as physical machines.
Once you have this list and someone says they have a weird problem that definitely isn't a bug, you can send this list and most of the time that's enough to close the ticket. Then I will reveal my standard tech support checklist.
This leads, alas, to lots of e-mail conversations like this one: User: "I have this problem." (That I know is fixed in the newest version of my game.) Me: "OK. Now, please, I beg of you, in the name of God and all that is holy, uninstall your copy, download the newest version, and install it." User: "I did that.
Uninstall your copy, download the newest version, and install it." User: "I did that. Now what you need to do is uninstall your copy, download the newest version, and install it." User: "OK. It fixed the problem." Me: "I can taste colors." To hear users tell it, their computers are flawlessly-maintained, their drivers are all up-to-date, and every program in the world works but yours. They might just not know that, say, newer drivers have come out.
When you try to start a business selling indie games (or any software product, really), writing and releasing the game is only half the battle. Marketing is difficult, but there are lots of good resources to advise you on how to do it.