What Drives Gamers Nuts

Follow, if you will, the sequence of events here, especially those highlighted in RED:

SilverElf4,You have been added as part of the last wave of Alganon beta testers before its launch on October 31, 2009.

Your MyAlganon account “SilverElf4” has been upgraded to have immediate beta access. You don’t even need a beta key!

Simply login to your MyAlganon.com account and click the “Beta” button to get instructions on how to download the client.

Once you are finished downloading, installing and patching the beta client use your MyAlganon login account name and password to login and play the Alganon beta.

******************************* 

Greetings,
 
I received my invitation to the last round of Beta testing before launch and was very excited.  I have downloaded the client from http://www.myalganon.com but when I run the client and put in my account name and password, it tells me that the information is invalid and will not download the installer.
 
I’m not sure what to do.  I used the same account name and password as I used to access the page with the beta client as supplied in the email.
******************************
Hi, 
 
In regards to your issue of not being able to download the client, we’d like for you do try and manually re-enter your beta key again on MyAlganon. To do this go to you profile page, scroll over My Account and select Enter Key. Right now, this will take you to a purchase page, so you need to click the “Already Purchased Alganon? Click Here to enter your game key” link found just about the Billing Information section. Enter you key and try downloading the installer again. Let us know if this works for you, and if not let us know and we’ll go from there. 
 
Regards, 
 
[censored]
CSGM 
Alganon 

 

Yeah…so I forwarded that original email.  That was about 30 hours ago…still no response.   Contrast this with Fallen Earth, who hit me up with multiple emails back and forth within 24 hours.  My issue is now resolved and I played the game last night (more on that in a later post).   Meanwhile, Alganon, who issued me this invite on Saturday, has emailed me once in 4 days, and has not resolved my issue, and indeed seems to have revealed a deeper issue. 
My only real question is – how does this happen?  Is this a case of game developer specific “left hand doesn’t know what the right hand is doing” syndrome?  Different departments not talking to each other, etc?  Does that also explain the poor response time as well?
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