No help from their customer service...

[Luxferous]

Not that I came to the forums to complain, but I emailed Runic Games customer support on May 13th, got a reply on May 30th asking me for more information... and since I've replied (on June 1st), I haven't heard back. And then, thinking I may have caused the delay by not attaching my incident number to the head line, I sent another email using the guide as outlined from them in their automated response. Still nothing.

Background information:
I purchased Torchlight via Steam. No mods have been installed, and the system it's running on is a new-ish,
general-use laptop. All video settings have been put to low and/or disabled.

My Problem:
I've been experiencing an issue where about every 10-20minutes of gameplay,
starting from the first time I opened & played Torchlight, I get the 'Executable has stopped working' error.
To give you an idea, I didn't even reach the 2nd level of the caves before the first crash. Upon restarting
the game, I was still fishing on the first floor of the dungeons when it crashed again.

Attempts to remedy the situation:
I've followed many 'guides' on how to troubleshoot/fix executable problems from your support pages (viewforum.php?f=24),
including local save files, as well as Steam cloud storage. I have removed all saved files, disabled Steam cloud sync, uninstalled the game, re-installed & started
a new file. Same thing happens. All game files, prior and after the install were verified. Also, I have ran the game in safemode as well as Netbook mode.
I've followed every guide that shows how to fix this problem, and still nothing. If it gets to the point where a mod replies and asks for my system information,
I have that ready to hand over.

Edited in:
I don't know how related the engines are or anything, or if it matters at all, but I was given access to the TL2 beta.
I ran it for 3 1/2 hours perfectly fine, without any problems at all.

Thanks in advance for any replies I get.

[Luxferous]

Bump.

[Luxferous]

Bump. Anyone familiar with their refund process?

[crazybluerider]

I think their customer service has disappeared. I have a ticket that has been open for almost a month now. Fortunately for me I am just having trouble now. I played through the game over a year ago so at least I got my moneys worth. Although this lack of customer service is leaving a bad taste in my mouth as far as whether or not I put my money in the pot for TL2.

I'm starting to think they do not even read the TL1 support forum anymore. If you read the last 20 or so threads there is no moderator activity at all. I'm actually a little pissed off at this point.

[BrianW]

Hi there, OP. Sorry for the wait. We're still pretty backlogged with support tickets. Can you PM me your ticket number? Thanks!

[Luxferous]

Bump. Still having issues, anyone else have any ideas?

[Luxferous]

Bump for justice.

[BrianW]

Email sent. Sorry for the wait!