I was able to contact support this morning around 7:45 AM CST - at that time they were in the process of "rebooting" their systems and could not support me - they said just let the download run and then call back in 30 minutes and I could work with them to send in my logs for further help. So whatever, fine - I let my download continue, and went on to some other issues.
At 10:50 Am CST (now 6 Gigs to go on my download) I figured I would call support again and see if they had any update or if I could get some help. Once you navigate thru the voice mail system, I received a loop recording saying that all the support systems are down and I should call back later.
I am really trying to stay calm and understanding of the difficulties that Bioware is having with this patch; but honestly I have no faith left in any statements from Allison Berryman, Steven Reid or the CSR team on phone support.
I'm not screaming for compensation - as I know that will not likely be granted. I simply acknowledge I'll have to take personal responsibility for BW's ineptitude with the patching system. Since I'm not a fan of volume shadow copy on my local system I will have to maintain my own version control system of the SWTOR client from this day forward so I’ll have the ability to roll back to known good copy, the next time this level of failure occurs.
As the old axiom says, “Fool me once - shame on you, Fool me twice shame on me.” The really sad part is that's what my enjoyment of this recreational activity has become, an extension of troubleshooting and IT management - akin to my day job. I'm able and willing to do this, but I have to wonder how many others will simply give up in frustration.
And my final take away is don't trust Allison Berryman – end of story. Ms Berryman provided false information. Steven Reid, you can argue the semantics if it is a “lie” or not all day long, you can claim it was in good faith or not, this does not negate the fact that the information provided by a Bioware official was factually inaccurate. And to the point not just inaccurate but patently opposite of the actual truth.
So in closing – I will continue to try and contact support to see if they have any intention or capacity to assist. I will poke along with my slow download in hopes that at some point I receive a working “Patch” (remember I now can only trust my own observations and must suspect all Bioware information to be corruptible and or erroneous.) And if at some point I am able to access the game again – I will then self-maintain versions of the game I can fall back on.
Just my experience so far – hope better things for each of you.