One-Minute Rant
by Dlyrius, HSM guest contributor
Everyone has a rant now and then. I try to keep my rants to a minimum, since they just create bad energy. But every now and then something happens that you can’t ignore.
The editors of this magazine prefer that we offer constructive suggestions when we point out problems with Home or its products. But what do you do when the solution is out of your hands? What I am talking about is what I call “broken toys” — things we purchase on Home that don’t work properly. This article is about the items and spaces that don’t work as they should, and what you can do about them.
This isn’t a new issue — it has been going on for some time now. It started with the Waterfall Terrace over a year ago. For a long time, you could not decorate this space, and the fishing game was broken. After months of waiting, the decorating error was resolved, and the fishing game was fixed… for about a month. While you can still decorate this lovely space, the fishing game is broken again, with no repairs in sight. How many of us purchased this space not only for its fabulous views, but to play the game? I was thrilled when they fixed the problems, only to feel let down when I found all my fishing trophies had vanished and the game was once again toast.
I can almost live with that problem, because the space itself is so cool. But another, bigger, problem has been plaguing new spaces for several months, and I have yet to see any progress toward resolving it. This new problem is a decorating bug. While decorating, you get a series of errors that say one of three things: you can no longer Add, Move, or Remove any item. Once you see this error, you can’t decorate that space — you can only visit it.
You can try deleting the saved file from your XMB menu, but that does not fix the problem. It only allows you to start decorating again until the error pops up, and then it’s game over. How frustrating is that? This problem has been brought up numerous times in the PlayStation Support Forums, and we are told they are “working on it,” but what exactly does that mean? We never see any updates on the issue, yet they keep selling these broken toys to unsuspecting customers. To me, that is wrong, to the point of being irresponsible and negligent.
So far, I have wasted a great deal of time and money on five of these buggy spaces. It started with my Hollywood Hills House. Now I am seeing it in Creek Falls, Island Bungalow, Secret Hideaway, and today in my brand new BluePrint:Home. One of my friends even got the error while decorating his Harbour Studio apartment. I am not a programmer, so I can’t begin to figure out what is causing this bug disease to spread all over Home. I can only guess that it is a line or two of bad code somewhere in the new item limit programming, because I never encountered it before the limit was raised from 50 to 100 items per space.
As I am sure most of you know, decorating takes a great deal of time and thought, not to mention money. I am certain I have spent thousands of hours and dollars on this hobby, so I hope you can understand why I felt the need to write this article and bring this issue to a bigger audience.
I know I can’t be the only one out there. I was so excited to buy my new BluePrint:Home space. I spent the entire day working out floor plans to play with, only to come back today to decorate it and get stopped dead in my tracks before I was able to finish. Can you say “extremely frustrating”? How about “over-the-top livid” instead? The sad thing is, there doesn’t seem to be any rhyme or reason to it. It doesn’t affect everyone, or even the same spaces. It’s just a hit and miss error, which I am sure makes it all that much more difficult for the developers to track down.
Is there a particular item we all own that is causing the issue? Is something overloading the server so it refuses to allow us to finish decorating? No one I have talked to has a clue. We have compared notes, and can’t find a common denominator that might be making this bug rear its ugly head.
I have deleted the saved files on a couple of the buggy spaces and started over several times. Each time I eventually get the error. But it doesn’t always happen at the same item count, so I haven’t got a clue how to work around it. I have also deleted and re-installed Home, hoping that would fix the problem. No luck there either.
So what do we do? We can’t fix it, and we aren’t getting any feedback on whether or not the powers that be are making any headway with it. As consumers, we do have a couple of options: 1. Call or email Sony immediately and demand a refund on any space or item that does not work as advertised. 2. Check with friends and the forums before buying a space, and do not purchase anything that has been reported as being buggy or broken. 3. Suck it up, stop whining and just deal with it.
Personally, I opt for choices 1 and 2. The only constructive suggestions I can give the developers at this point are basically common sense in successful customer service relations:
- Please be as strenuous with QA as possible with products before releasing them for sale. Put them through the wringer and make sure they work.
- When an issue arises with a product, please keep us informed on progress toward a fix. Customers are less likely to become angry if you let them know you care about them and their problem with your product, and that you are doing your best to fix it.
- Remember that it is your customers buying items that allows the company you work for to pay your wages. Back up your product when something happens. This is the best way to make sure your company will continue to sell products, make a profit and give you a paycheck so you can feed your family.
As for you consumers out there, remember these tips when dealing with broken toys. First, remain calm. Report the issue to the support people immediately via a phone call, email, or a post on the forums. Personally, I prefer a paper trail, so I use email and the forums for these types of issues. It does no good to go off on a screaming rampage, so keep it simple. Be sure to include any information you have on the item, the error or problem you are getting. And be specific. Just saying “I can’t put my hot tub on the patio” isn’t going to help them figure out what is wrong.
Second, give them time to respond. One person complaining isn’t going to get the wheels in motion. Ask your friends if they are having similar problems, and encourage them to report it as well. Remember, it’s the squeaky wheel that gets the grease. Once a ticket (repair order) has been issued, it takes time to review the problem and track down what might be causing it. Anyone who has seen lines of programming code knows it’s a daunting task. There are thousands of symbols, letters, and characters to review to find what might be just a single misplaced comma buried in hundreds of thousands of lines of code.
So give it some time. It is very unlikely the problem will be fixed in a week — but then again, it shouldn’t take a year either. Stay on it, keep checking in and reminding them you are there waiting. With persistence and luck, your problem may be solved in a timely manner before anger and frustration cause you to quit Home and buy an Xbox.
August 6th, 2012 by Dlyrius | 16 comments
Dlyrius, a native Oregonian, has been an internet chat addict since the days of the old BBS services.
Thank you, Dlyrius. It was about time someone mentioned the genormus purple elephant in the room -- the one we all keep tiptoeing around. I think the most frustrating aspect is the lack of information. If there is something that is impossible to fix, just tell us! We can live with that.
And thank you, editors, for having the guts to publish this. Here’s the constructive suggestion: just level with us. If something cannot be fixed, tell us. We are reasonable people -- we don’t expect perfection. But we do expect timely answers.
Very welcome, I just couldn’t remain silent any more. This has been a bug in my nether regions for some time and having a huge customer service background, I just felt the need to say something.
Bug in your nether regions? Ewww. Not sure the the Sony Support Forums can help with that problem.
My Tropical Escape space has the decorating issue. I wasn’t aware that it was widespread.
I tell ya, these things do get to you. And the frustration that ensues just makes me want to destroy and toss my controller.. And sometimes even throw something at my tv. But u pause and breath and say.. It’ll be alright. But then again u realise just how much U wasted and your frustration pops back. I am an impulsive buyer. If I see something I like even without ever seeing it, I’ll go ahead and buy it. And I have run across my own broken toys. Thankfully never any personal spaces or have had that nasty bug show it’s ugly face. A face I know I’ll be frightened to see. As you said D, it takes patience to deal with these issues and a calm manner and tone when dealing with customer service reps. All these are more than valid reasons to get back your money. And darn straight as a consumer I refuse to put up with it.
Alot of things are misleading in the store. And the taking of our dollar seems to be their
only concern. I admit, I have a nasty habit of spending, but not carelessly I’ve learned. (though I do) And yes also to inform others of bogus items. It’s time as consumers that we really get what we deserve. Enough of these restrictions and bogus products. I love home. But when I purchase things and they don’t work, I feel like a such a fool. And that is not a good experience for any consumer.
Thanks D. U know my biggest rant is the items limit. All This has got to start changing. And soon.
Hope your rant gets heard! And hope these developers start taking action ASAP on all these faulty products. Along with all these restrictions we all share In home.
And I don’t think I’ll ever be an Xbox guy.
I hope so too
Hey D, Great article. I would just be happy if they fixed the damn glitch in the chairs. I cannot sit in a chair while talking with someone without going through the back. I hate that. Here I am pontificating with my friends and trying to act all cool and meanwhile my av is bouncing through the back of my chair. Badly played Sony that this glitch has not long ago been fixed. That is my one complaint. Thank you for listening to be vent.
PS D, would you write an article about the chair glitch thing too?
I think you just did, and I to hate that. It looks so stupid to have half of your body disappear while you are speaking with someone.
It’s maybe not the same thing here but, I once bought a “fireplace” from MyDeco and was so shocked when I first pulled it out to use in my space; it was the size of a matchbox!
I’m not kidding, it LOOKED pretty big in the store. It’s a circular marble type stone effect with a metal grate for the fire in the centre -- incase anyone’s thinking of buying it. DONT! lol
To this day, I’ve no idea if it’s supposed to be that size, since I just did the British thing and instead of actually complaining, I just went “meh” and never bought anything from them ever again. : P
Yes, that reminds me of the firebowl I got. It is about the size of a salad bowl, and if you put it on a floor somewhere, it wouldn’t be seen. Thats why I am so happy to have a large circle of friends. Between us all, we have almost everything for sale on home and anyone is willing to show you prior to purchase what you will get
I too own the Waterfall and can’t fish there at all. It was the first space I ever bought and I love it, but after furnishing it I now rarely go back because the game is broken and has been forever, and they took all of my huge fish I had caught away and I can’t replace them. I do wish they would fix this.
I guess I have been lucky when it comes to the rest of what you are dealing with in personal spaces as I haven’t had these issues at all. If they can’t fix them for you they should give you back your money I think, though there is a no money back disclaimer when you purchase something, I have found that Sony will do this under certain circumstances, especially if you never received the product you paid for. I would hope that not being able to use the space you bought would fall under that category, though the BluePrint is one I would fight for keeping. Good article and about time this was brought to light.
Yes, the waterfall is gorgeous, and its extremely frustrating that the game does not work. For the brief period is was functioning, I was having a ball in a fishing competition with one of my friends. It was a non stop barrage of guess what I caught messages back and forth. Too bad that joy was spoiled when we both returned one day to find everything we had diligently worked for gone.
Good article,
Thing is its all about money, if there was a problem on a top game, it would be fixed ASAP because the revenue loss would be great, either in purchases at that point or losing users next time they change they console. Home is different, either because we suffer and say nothing or even if we shouted our collective voices are not loud enough. a top level game will have a million unique users on ps3 in no time at all, it took aurora a year to get a million unique users and thats with users that have multiple accounts ( which is less lightly on games as having multi region accounts means little in gaming terms). Makes me wonder how far down the food chain we as home users actually are
Well, I am going to guess that with 27 million registered accounts, there is a good percentage of those facing these same issues with their purchases. What starts as one small voice could grow into a roar pretty quickly if folks just took action instead of writing it off because it was “only a dollar”.
thats where the problem lies how many of these 27 million accounts are duplicates made by users, how many dont use ps3 anymore because of previous issues, and the real question how many of those use home, and how many of those that use home actually pay for stuff and dont go around just collecting freebies.
Second Life had 21 million registered accounts at the end of 2010 but the most users that were on second life at one time was 88’000 and on average there are 40’000 users online .
IMVU has more registered accounts something like 40 to 50 million but those figures last time I looked were unclear, still only averages 75,000 regular users per day.
i know ive picked on two applications that are completely social, but when second life and IMVU can only keep 3 percent of its users online regularly. And it seems looking at Home blogs and fan sites we are quick to complain and say this is rubbish, Im not sure theres enough regular Homes users to create a roar. If it was a super great money maker i think problems would be solved a lot quicker. it takes money but how much versus other PSN activities who knows ? and does this put Home users lower than example DC online users because of the revenue and created and it has a pay to play format
All too true, but I still have to believe (foolish as it may be) that someone out there cares about the Home users.
Hey D! I am so sorry. That is such a pain. I know. I love the fine art of deco, and I have hit those problems. At first I thought it was strictly Granzella, as that was the only place I got that message at, but I too got that warning at the Blueptrint home and I had just finished an absolutey perfect spaceship layout. I agree, this is too big a glitch to simply ignore. When I thought that it was Granzella alone, I refused to buy any new Granzella items, but with the Blueprint going buggy, it tells all of us that there is something that Sony has to do. I too equate it to selling defective products, and yes: the developers have to do a lot more QA testing, a lot more. This is actually to the point of not wanting to buy new homes, because I too was so excited about Blueprint and that came to us pretty buggy out of the box was so dissapointing. I don’t worry about my back popping out the backs of my chairs, my view is let me get the chair in the home and I will be grateful. I don’t think it’s foolish to believe in the notion that someone cares about the Home users, now let’s see Sony prove you right or wrong. Good article D, and frankly now I’m sparked. This is something that needed to be said and with a loud voice that we Homebodies don’t think this is fair and we need to have better product deliver if it’s going to cost us real money. Now FEMA mad! Thanks again D for the great read.