Re: Chessmaster 10th Edition support woes

hemmo666@xxxxxxxxxxx wrote:
>
> Anyone want to buy a copy of Chessmaster 10th? In pristine condition,
> just one owner before, hardly used at all. Just joking.

Joke understood! I am curious, though. Buying a copy of CM-X
essentially involves transfer of a licence to install and use
the CM-X software. Is this legal in Finland? Does Ubisoft's
license say anything in regards to this practice?

>
> I bought Chessmaster 10th edition, a Christmas present for myself. The
> Internet play feature didn't work out of the box, but after
> registration I got an email saying that patch 1.03 would fix it.

Typical crypto-beta testing behavior... Besides, internet related
features of software are notorious for requiring multiple cascading
bug fixes! And, even, then...

> Except it didn't. And today, more than a month after my first
> installation, still doesn't even though both I and Ubisoft know
> the reason why.

I commend you for taking the time to tell us about your rather
undeservedly painful experience. I wish more hobbyists would do
the same. It would be highly _instructive_ in a sobering sort of
way...

>
> Here is the gist of my correspondence with the Ubisoft support with
> some extra comments.
>
> - Customer (Hemmo) 12/24/2005:'Hello. I have Chessmaster 10th Edition
> with patch 1.03 UK installed. How to connect for online play? Every
> time I try, I get 'Invalid CD key' error. The CD Key from the leaflet
> inside the CD case is:
> XXX-XXXX-XXXX-XXXX-XXXX
> I have tried this with and without the dashes. No joy.'
>
> - Ubisoft Response (UK Technical Support) 12/28/2005:'Hello, the font
> used to print the Product Key Codes contains several pairs of letters
> that can be difficult to distinguish.
>
> The often confused pairs are V / Y, 5 / S, N / H, 8 / B and 6 / G. If
> you have any of these characters in your Product Key, try typing its
> look-alike in its place.
>
> On some jewel cases, the first character of the code is often difficult
> to read because of its placement. Also note that you must include the
> dashes between each group of characters when entering your Code.'
>
> My thoughts: There is no jewel case, the code is on a paper inside a
> DVD case. And the letters and numbers on the paper looked all clear to
> me, but what the hey. So I tried all the combinations possible and it
> took something like an hour.

So far so good. Ubisoft's response comes across as reasonable.

>
> - Hemmo 12/29/2005:'I have tried all your suggestions without luck.
> Still 'Invalid CD Key' error every time I try to login for internet
> games.'
>
> - Ubisoft 12/30/2005:'Hello, please try downloading the patch from the
> following link.
> http://patches.ubi.com/chessmaster_10th_edition/chessmaster_10th_edition_v1.02_uk.exe'
>
> My thoughts: I wondered why, as I had written that I already had the
> later patch 1.03 installed. Still, I did as I was told. Download patch,
> try to install.

Thought: Ubisoft's patch 1.03 may have backfired in some way. Not
wanting
to admit it, perhaps, they have directed you to patch 1.02 instead with-
out comment... Ubisoft's response certainly leaves something to be
desired.

>
> - Hemmo 12/30/2005:'No luck. The 1.02 patch will not install over the
> 1.03 patch I already have.'
>
> - Ubisoft 12/31/2005:

Artfully, Ubisoft's response aims at avoiding the patch issue...
Instead, they suggest that you procede _generically_!

> 'In order to fully troubleshoot the problem that
> you are having please try the steps below:

Boiler plate parlance...

>
> 1. Delete all temporary files from your system.
> Navigate to C:\Windows\Temp and delete all files in this folder.
> Navigate to C:\Documents and Settings\*Your User Name*\Local
> Settings\Temp and delete all the files in this folder.
> You may need to turn on the ability to view hidden files and folders to
> do this. To do so, double click My Computer, then click Tools and
> Options. Then click View and select the option to view all hidden
> files. Then reboot and try the game again.

Standard Windows fare.

>
> 2. Close down all background tasks.
> To do this click Start, then Run, then type MSCONFIG and click OK. From
> there click on the tab marked startup.
> For Windows XP users click the button marked as Disable All, then click
> Apply and Close.
> For Non Windows XP users, please remove the ticks from all of the boxes
> apart from the below four and then click Apply and close.
> LoadPowerProfile
> ScanRegistry
> SystemTray
> TaskMonitor
> Once this has been done, please reboot the computer and then try the
> game again.

Standard Windows fare.

>
> 3. Reinstalling the game.
> Please uninstall the game, then delete the folder that is left behind.
> Then reboot the computer, reinstall the game and reboot again. Then
> install any patches that are available for the game, reboot the
> computer and then try the game again.

Standard Windows fare. However, step 4 should precede this step.
Oh, well... By the way, notice the cavalier parlance regarding the
patches!

>
> 4. Run a thorough Scandisk and Defrag on your computer.
> From the Start menu please select and run a thorough Scandisk of your
> computer's hard disk drive. Then run the Defrag option from the same
> menu. Then reboot and try the game again.

Standard Windows fare.

>
> 5. Update your drivers.
> Please ensure that you have downloaded and installed the latest drivers
> for your video and sound cards available from the website of the card
> manufacturer. Then reboot and try the game again.

Ubisoft's response now crosses the line! Unless they have _specific_
knowledge of a connection between the Internet play feature and faulty
or outdated video and sound card drivers, they have no business urging
you to take these potentially destabilizing measures...

> If all of the above have not resolved your situation then please reply
> back to this e-mail attaching the information from the DirectX
> Diagnostic Tool.
> To do this click Start then Run and type DXDIAG then click OK. From
> there select the button marked as Save All Information and save the
> text file it creates. Then attach that file to the e-mail and send it
> to us.'

Ubisoft's suggestion is not unreasonable given the context.

>
> My thoughts: Now I started to get worried. Downloading, uninstalling,
> reinstalling, applying, rebooting, defragging and scandisking. Seven
> reboots!

Unfortunately, all this is standard...pain!

> And why would I need to update my graphics drivers if the
> internet connection does not work.

A _key_ observation, indeed!

> This took a whole evening. Time I
> could have spent doing something else. Like playing chess.

As far as software developers/publishers are concerned, your
first responsibility as a crypto-beta tester is to help debug
their half-baked software. This has been the case for half a
generation now...

>
> - Hemmo 01/01/2006:
> After step 1. 'Invalid CD Key'.
> After step 2. 'Invalid CD Key'.
> After step 3. without any patch 'Incompatible client (ERR: 50)'.
> After step 3. with patch 1.02 UK 'Incompatible client (ERR: 50)'.
> After step 3. with patch 1.03 UK 'Invalid CD Key'.
> After step 4. 'Invalid CD Key'
> After step 5. 'Invalid CD Key'

Not entirely unexpected, right?

>
> - Ubisoft 01/02/2006:'Hello Hemmo, please try to disable any firewalls
> that you may have also make sure if you have a router the firewall is
> this is disabled to.'
>
> My thoughts: Do these people have a clue?

They, simply, do _not_ care.

> But I replied yet again.
>
> - Hemmo 01/02/2006:'I already disabled the Windows XP firewall as part
> of the step 2.'

Not a good idea.

>
> - Ubisoft 01/04/2006:'Hello Hemmo, Chessmaster 10th edition will never
> work with that CD key, unfortunatley it is a CD key for the game Far
> Cry. You will need to have the game replaced at the point of purchase,
> for one with a CD key for that game. If this is not an option then
> please get back in touch.'
>
> My thoughts: Now this made me really angry. These people have wasted a
> whole day of my time when there was nothing wrong with the
> installation. Obviously no one knowledgeable had read my original
> question until now.

Do not be surprised. This is standard...pain!

> I was displeased, but tried to take the game back to the shop.
>
> - Hemmo 01/05/2006:'The shop says they do not take back games if the
> seal of the package has been opened. Please advise.'

Aha, the wonderful distribution and retailing channels' "gotchas".
Caveat emptor ten times over...

>
> My thoughts: After a week, I started to think how long can it take to
> answer a simple question like that?

They just want you to...go away!

>
> - Hemmo 01/11/2006:'Hello, is there anybody out there? Should I send
> the game to you for replacement? Or to whoever is your Finland
> importer?'
>
> My thoughts: Another week passed and I was thinking of writing the
> again when they woke up.
>
> - Ubisoft 01/18/2006:'Hello Hemmo, can you please provide a clear
> digital Images of the proof of purchase and also the of the CD-Key.'

They raise the bar. They _really_ want you to go away.

>
> My thoughts: Two weeks! It took them two bloody weeks to non-support me
> in this way. I can't. If I ask will they send me a digital camera? I
> thought I was angry earlier, but I was wrong. I didn't know one could
> get this angry.

Technology is not being made available to consumers for "free".
They got to spend a lot of time making it work _for_them_. "Progress"
is no free lunch (or dinner 8>)).

>
> - Hemmo 01/18/2006:'This has taken already a month. I am not your dog.
> I will not jump through any more of your hoops. Just give me a return
> address, and I will send the whole gazoo to you and you can observe it
> at your leasure.

That is fine and dandy...

> No need to send it back, I have already bought Fritz9.'

Ooops! I believe you made a strategic error here. Ubisoft has
no reason to try and help you now, even if it is the 11th hour...

>
> My thoughts: And that's it. Now its Jan 27th and I haven't heard a peep
> from Ubisoft support since the 18th.

I would be very much surprised if you do. Now, I hope you will
not need too much support for your FRITZ-IX...

Regards,

Major Cat

.