Hallo zusammen,
ich hoffe, ich langweile niemanden damit, weil ich in meiner Naivität tatsächlich gedacht hatte, eine vernünftige Antwort bzw. Hilfe vom Support Team von DTG zu Problemen mit der neu erschienenen BR145 (Sound, Traktionsanzeige, E-Bremse) und ER20 (kein LZB, kein Sound der Zags Wagen) zu bekommen. Aber ich dachte, der angehängte Auszug meiner email Konversation mit dem DTG "Support" Team kann zumindest den einen oder anderen erheitern - wobei mir ehrlich gesagt ziemlich die Hutschnur hochgeht, bei der Art und Weise, wie hier mit Kunden umgegangen wird.
Aber lest selbst, und am besten von unten... (sorry, dass alles auf Englisch ist, aber ich dachte, es wäre das einfachste, die Kollegen in ihrer Muttersprache anzusprechen - was für ein Irrtum^^):
________________________________________
Hello Brett,
It's a bit exhausting having to repeat my questions all over again and a bit frustrating to see that you don't even seem to be reading (or comprehending) my emails.
I am not asking HOW to enable LZB or a sound. Also I have questions about two locos. You only seem to be reading the ones related to the ER20?
I already said in my email dated March 3 that I found the scenarios. No need to point me to that again.
If you are unable to answer my questions I would appreciate if you would find someone who can.
Best regards,
Jan
Am 24.03.2014 um 15:11 schrieb DTG Support <support@dovetailgames.com>:
Dear Sir,
Thank you for contacting the dovetailgames.com customer support, your inquiry has been logged with a
member of our dedicated customer support team.
The MRCE ER20 Eurorunner Loco Add-On contains Three Scenarios the first is entitled "Haul In Good Time"
is a Tutorial scenario, it may be found from the - Main Menu > Drive > Change > select the route Change to
Hamburg to Hannover then Change the Locomotive to select "Eurorunner ER20 MRCE Dispolok" the
Tutorial scenario for the EuroRunner ER 20 will be underneath entitled - "Training: Haul in Good Time"
All other information relating to this item may be found in the manual for that item also in the manual for the route
related to it, we are unable to provide any individual tuition on any one item, all of the information pertinent each item may be found in the manual included for it.
Please reply to this email rather than generating a new email, this will avoid any confusion, it also enables
us to read the history of all correspondence in order to provide you with quicker assistance and better support.
Sorry that you may have been experiencing some difficulties, please accept our apologies for any inconvenience.
Keep an eye on the Train Simulator website: http://www.train-simulator.com or Like us on
Facebook: http://www.facebook.com/railsimulator for all the latest news and details about upcoming
releases.
Regards
Brett,
Brett Hall, Dovetail Games Support.
If we do not receive a response from you in relation to this matter within 28 days we will consider
it closed however please do not hesitate to contact us for further support should you require it
On 21 March 2014 16:58, Jan wrote:
Hello again,
with all due respect – would you please read my email before responding? You are responding to one out of five questions, and even that „answer“ is completely off topic. I have not even mentioned PZB or Sifa (yes, Sifa, not Sia…). So why are you sending me „information“ about „Sia“ and PZB? And please forgive me, but yes, I do know where to find the manuals. Would I have said, the information is not in the manual, if I had not found the manual??? And yes, I have even read it. There is no mention of LZB for the MRCE ER20, but your website says:
Hauptmerkmale:
…
SIFA , PZB und LZB Systeme in der Fahrerkabine und Signalisierungssyteme
…
Again, I would appreciate an answer to my five questions down below. Copied AGAIN for your convenience:
MRCE ER 20:
In your product description LZB is advertised as a feature. I can not find an LZB function in the loco or a reference in the manual how to switch it on. On LZB enabled tracks like Hamburg-Hannover it doesn’t work.
And in addition I found that the Zags 122 wagons don’t have any sound. They are mute.
BR 145:
the engine sound is vanishing from above 45 km/h. The loco is then almost mute.
the traction gauge (left instrument „Traktion“) is not working when using the brake (it only shows acceleration).
the dynamic brake of the loco doesn’t seem to work at all. It makes a sound when using „.“ or „,“ but there is no lever moving in the cab, nor is the loco decelerating
Thank you.
Jan
Von: DTG Support <support@dovetailgames.com>
Datum: Freitag, 21. März 2014 17:42
An: Jan
Betreff: Re: Support Query Re: MRCE ER20 Eurorunner - missing scenario
Dear Sir,
Thank you for contacting the dovetailgames.com customer support, your inquiry has been logged with a member
of our dedicated customer support team.
Further information about the Sia and PZB systems in the MRCE ER20 Eurorunner may be found in the manual.
We have included a Web Link below to some step by step instructions on where the latest manuals may be found.
https://cdn.shoutlet.com/file/8134/764024.pdf
Please reply to this email rather than generating a new email, this will avoid any confusion, it also enables
us to read the history of all correspondence in order to provide you with quicker assistance and better support.
Keep an eye on the Train Simulator website: http://www.train-simulator.com or Like us on
Facebook: http://www.facebook.com/railsimulator for all the latest news and details about upcoming releases.
Regards
Brett,
Brett Hall, Dovetail Games Support.
If we do not receive a response from you in relation to this matter within 28 days we will consider
it closed however please do not hesitate to contact us for further support should you require it
On 21 March 2014 13:00, Jan wrote:
Hello again,
please see my email from March 3 below. There are two outstanding questions re the sound of the freight wagons and the advertised LZB function that is not implemented in the MRCE ER20 pack.
For ease of use I’m also adding three new questions re the new BR 145 release that I bought yesterday:
the engine sound is vanishing from above 45 km/h. The loco is then almost mute.
the traction gauge (left instrument „Traktion“) is not working when using the brake (it only shows acceleration).
the dynamic brake of the loco doesn’t seem to work at all. It makes a sound when using „.“ or „,“ but there is no lever moving in the cab, nor is the loco decelerating
I would appreciate feedback as to how I can either fix these issues myself or when I can expect an update to the loco.
Thanks already and best regards,
Jan
Von: Jan
Datum: Montag, 3. März 2014 18:47
An: "RailSimulator.com Support" <support@railsimulator.com>
Betreff: Re: Support Query Re: MRCE ER20 Eurorunner - missing scenario
Hello again.
In the meantime I found the missing scenario (the tutorial). Sorry for that.
What remains is the question about the LZB function that I can’t find although it’s advertised.
My original email:
Also: In your product description LZB is advertised as a feature. I can not find an LZB function in the loco or a reference in the manual how to switch it on. On LZB enabled tracks like Hamburg-Hannover it doesn’t work.
____________
And in addition I found that the Zags 122 wagons don’t have any sound. They are mute.
Please help :).
Thanks,
Jan
Von: DTG Support <support@dovetailgames.com>
Datum: Dienstag, 4. März 2014 10:20
An: Jan
Betreff: Re: Support Query Re: MRCE ER20 Eurorunner - missing scenario
Dear Jan,
Thank you for contacting the dovetailgames.com customer support, your inquiry has been logged with a
member of our dedicated customer support team.
The MRCE ER20 Eurorunner Loco Add-On contains Three Scenarios the first entitled "Haul In Good Time"
is a Tutorial scenario, it may be found from the - Main Menu > Drive > Change > select the route to
Hamburg to Hannover then Change the Locomotive to select Eurorunner ER20 MRCE Dispolok the
Tutorial scenario for the EuroRunner ER 20 will be underneath entitled - "Training: Haul in Good Time"
On 3 March 2014 17:47, Jan wrote:
Hello again.
In the meantime I found the missing scenario (the tutorial). Sorry for that.
What remains is the question about the LZB function that I can’t find although it’s advertised.
And in addition I found that the Zags 122 wagons don’t have any sound. They are mute.
Please help :).
Thanks,
Jan
Von: Jan
Datum: Montag, 3. März 2014 18:40
Thank you for your auto-response. None of the suggestions below apply to my problem. So I would appreciate an answer to my question.
Also: In your product description LZB is advertised as a feature. I can not find an LZB function in the loco or a reference in the manual how to switch it on. On LZB enabled tracks like Hamburg-Hannover it doesn’t work.
Thanks,
Jan
Von: "RailSimulator.com Support" <support@railsimulator.com>
Datum: Montag, 3. März 2014 16:37
Please be patient with us, we are answering your enquiries as quickly as we can.
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This is an automated response - one of our dedicated support team will be in touch as soon as possible.
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