Pageable GOA support - lack of.

[Jenkz]

I dont want E&E able to reset encounters - thats silly really. But we NEED to be able to contact GOA server staff to repop bugged encounters for large raids - either through E&E or directly.

 

[Nxs]

From what ive read on the forums, and heard through the grapevine.

E&E apparently have a contact number, but obviously this should be used unless its a dier emergancy - picked up from the excal forums when the server was down all weekend.

GOA are not recruiting any new E&E, there reworking the system if they want to replace the E&E who have left over the last few months they will anounce over the main page - Rightnow call.

And off the cuff, down the back of the ally where gosip is ripe there are changes planned to how players can get support especialy in the event of something not working in game, but you know that its just gosip anyway and things may never come of it, but can live in hope.

 

[Sarumancer]

Then again, theres no guarantee E&E even if they do make themselves known will be helpful.

During the run up to TOA, I was threatened by a HIB E&E for "language use" whilst roleplaying this character. I called all non Sylvans Meatbags and was sarcastic about their ability to guard (or lack of) an important NPC.

In response to me highlighting those flaws, I was firstly threatened with being reported to Goa for "abuse" (riiiiight, playing a character is abuse), and then actually reported.

Nothing came of it, but still, you have to wonder about people who would use a position of percieved power to throw their "weight" around and make threats.

 

[Kalthorine]

/signed

... nuff said

 

[Dracus]

/signz0rified

/Dracus

 

[giz0r]

/Signed

I played US before I came to EU, we had raids with hundreds of people, not a single lag spike, only client side .. Way to go GOA!

 

[PJS]

welcome to the real (Excalibur) world

 

[Darzil]

Had my first experience of E&E the other night, we'd wiped on Medusa, due to Statues that you couldn't swing at (after we'd killed some and taken others down in hits).

I was quickly contacted by Rains (E&E), who then came with us so he could log the next fight, and after that was bugged (no loot / no credit), called a GM who respawned the fight (and we wiped to Statues you couldn't swing at again!).

As this was 1am our time (2am CET), I was pretty impressed.

Darzil

 

[Poag]

Gifv ingame CSRs working from home [therefore can be paid a little less] who are players have the ability to reset encounters..move players..mute people etc etc.

and let them have a nice IRC channel...but leave things like Account reset and actual game crashes and other 'client' issues to Rightnow.

Thus things that needed fixes instantly...actually get done, but things that take a little longer [tracking a client crash etc] don't clutter up the system.

Infact it could be done with very few people, 2 people per Language [Eng, Ger, Fr] could cover the servers..maybe a 3rd for Ger as they have more servers, these people would be on over the prime time times [mid afternoon to midnight...after all these are the times most raids occur and most problems come up]

Well thats my personal thoughts on it, it was confirmed to be workable by Ryzom, i was playing there Beta and night or day there was always a GM in the irc channel either at work or from home who quicky jumped on any problems.

-Gale

 

[Jenkz]

I was quickly contacted by Rains (E&E), who then came with us so he could log the next fight, and after that was bugged (no loot / no credit), called a GM who respawned the fight (and we wiped to Statues you couldn't swing at again!).

This is my point, however - if Rains isnt about, there are no other active E&Es around to get this done.

So we have to rely on one guy being online or on our raid to get zone-crash repops sorted? Just isnt right.

If what Nxs says is the case maybe there is hope in sight, will pass this thread onto GOA anyway.

 

[Pudzy]

--------------------------------

AFAIK if you contact an E&E ingame, the best they can do is post a message on the E&E forums and hope someone from GOA is reading it... What else can alb E&E's do apart from sell their accounts to piss me off

A 'hidden' E&E is pretty crocked imo, if you want to do something for the 'community' you should let them know who you are.


GOA don't want to waste money on employing CSRs(they've gotten away with it for 2yrs, why start now?). So they should give E&E special accounts, allowing them to reset encounters and such. Is it open to abuse? Probably, but depends on the E&E. It would be alot easier if you could have encounters reset quickly, without hearing 'Working as Intended(aka, "cba")" from GOA reps.

problems: something like this should only be used to reset 'bugged' encounters... and not to spawn SoM every 30mins, or resetting Battler because he's too high level for your leet 4man group etc. But a sycophantic E&E would be open to abuse. That would bring problems with one realm gaining more artifacts than another with a stricter E&E. But even with those possibilities, it would work better than the current system.

Was on voice coms with 3 E&E's almost everynight for a while in Alb, and they don't get listend to half as much as you'd think, trust, it wont make a difference unless we do this on VN maybe, since thats where Mythic read.

 

[punchy]

/signed

support from GOA is shocking. This game NEEDS CSR's available.

 

[VidX]

Had my first experience of E&E the other night, we'd wiped on Medusa, due to Statues that you couldn't swing at (after we'd killed some and taken others down in hits).

I was quickly contacted by Rains (E&E), who then came with us so he could log the next fight, and after that was bugged (no loot / no credit), called a GM who respawned the fight (and we wiped to Statues you couldn't swing at again!).

As this was 1am our time (2am CET), I was pretty impressed.

Darzil

Those statues are actually meant to be unkillable. read the VoS notes on the step, a CSR on a US server was contacted dring the fight and came back with "working as intended"... how it's working I dunno but....

In regards to Hib/Pryd... I think everyone ingame knows that Puppet and I are both E&E, most know Urughai and also Avernal. All 4 of us are currently active, and I'm always online from about 6pm bst until I grow bored and run outta coffee. Also with me leading alot of the big raids, or at least attending, I know if something goes wrong usually straight away, or by /send or /as.

In regards to the idea of possible access to a 'reset account'... yes it's a good idea, but it is, as has been said, very open to abuse. Possibly if GOA flag the account to be logged in something like big flashy letters or as a high priority on their logging system, and have 1 account per E&E (say for Hib it would be username: HibPrydReset1 for me, HibPrydReset2 for Puppet, 3 for Urughai etc) then they would know who had it logged in and they can be contacted as to why... and have fairly heavy penalties for any abuse.

Yes I agree that sometimes it isn't nice to have a raid go wrong due to a server crash and no mobs, or a bugged encounter for an epic raid (like the aforementioned 3.10 one) and something needs to be done about it. It's a 24/7 game, and without full (or even any!) support outside of business hours, it sort of defeats the purpose.

Some nice ideas here though, hopefully GOA can take full stock of them and find some way of increasing support for these sort of matters.

 

[Darzil]

Those statues are actually meant to be unkillable. read the VoS notes on the step, a CSR on a US server was contacted dring the fight and came back with "working as intended"... how it's working I dunno but....

I've asked about it, and am waiting to hear. I can believe they are supposed to be unkillable. I can't believe that the lack of client side message regarding it is correct, though. What seems to happen is you just don't swing your weapons any more at the statues, and this happened to us against some, but not others, and we managed to damage them before we stopped swinging at them. I suspect there is a 'Medusa makes the statues invulnerable' message that's missing, along with a 'You try to swing at the Statues, but can't bring yourself to' message when you try to swing.

Darzil

 

[VidX]

Yeah, I've seen them spawn twice on Hib. First time we killed a couple and then the rest became immune, aggro'd our healers and we had a wipeout.

Second time I spammed /bu KILL STATUES and we had 5 animists and about 10 pbaoe and they died in about 5 seconds before they could become immune. But yes, seems a message is missing

 

[Mojo]

1. Current Eyes and Ears need be looked at, the list for Albion/Prydwen is shocking, full of back-bench people who are never about. As these are the only people with a direct line to GOA (to my knowledge) the list is nothing above a mockery.

Well, i dont have the slighest idea wtf e&e are supposed to do, seems they add the e&e bit to sig n stuff and occasionally hint that they know shit that u dont, appart from that ??????

shud be hey, im a e&e i can do blah blah blah, cant do blah blah blah if u send me ingame i wont act like im god, cos tbh i work for free n shit etc etc its not like im cool enuff to get paid

maybe im just not ubah enuff woe is meh, and tbh who cares :/

no offence to any e&e i might know

 

[Amuse]

/signed

Would also like to say that the sub system is screwed atm..

payed my account yesterday, played yesterday, closed today..

/rude at GoA

I was looking forward to a day of daoc, now i have nothing to do

 

[IainC]

As Zargar posted in a similar thread some time back, we are working on ways to have more accessible GMs and generally higher levels of support. Some of the measures to achieve this have already been put in place and hopefully you'll notice the benefit over time.

Obviously what the players want is an easy to use system where, when things go wrong they can get hold of someone to fix it.

From our end what we want is a filtering system so that we aren't tied up with someone who wants to argue about why his cloak is undyable when there are 60 players stuck on a master level.

What's needed is an easy to use system that lets us see at-a-glance a list of outstanding problems so that we can deal with urgent cases first.

This system should be linked with your game account so that there's a clear link between the issue and the player who's reporting it.

This system needs to be flexible enough so that anything can be reported and we can still deal with it - even if dealing with it means forwarding a report to Mythic or passing the details to our technical teams for deeper investigation rather than having a handy spot-fix.

Luckily we already have this system. It's called RightNow.

RightNow is dealt with by the GM team (except for billing queries and technical assistance which goes to another department), between us we deal with most of the tickets on the same day or the next business day. Occasionally there will be a query that requires deeper investigation or liaison with other departments which may delay us giving you an answer but everyone gets an answer as fast as we can get it to you.

RightNow is a powerful tool, but it isn't perfect. That's why we also have the E&Es to help us in identifying problems. They have ways to contact GMs when we aren't in game or are on a different server, to notify us of developing problems. I respond to many such 'bat-phone' type requests every day - stuck characters, bugged artifact quests, reports of cheating and so on and so forth. They also play a vital role in flagging up continuing problems such as geometry holes, pathing bugs and other such problems. The comments and feedback they leave on the volunteers board has been vital in our efforts to smooth out the wrinkles in this great game.

The tools are there to be used. Make the best of them.

 

[Redrummy]

Signed

I would also prefer perhaps if there were more E&E's anyway, on all servers and realms.


Just one thing, that /assist command, after two years playing does it actually work?

 

[PJS]

As Zargar posted in a similar thread some time back, we are working on ways to have more accessible GMs and generally higher levels of support. Some of the measures to achieve this have already been put in place and hopefully you'll notice the benefit over time.

Obviously what the players want is an easy to use system where, when things go wrong they can get hold of someone to fix it.

From our end what we want is a filtering system so that we aren't tied up with someone who wants to argue about why his cloak is undyable when there are 60 players stuck on a master level.

What's needed is an easy to use system that lets us see at-a-glance a list of outstanding problems so that we can deal with urgent cases first.

This system should be linked with your game account so that there's a clear link between the issue and the player who's reporting it.

This system needs to be flexible enough so that anything can be reported and we can still deal with it - even if dealing with it means forwarding a report to Mythic or passing the details to our technical teams for deeper investigation rather than having a handy spot-fix.

Luckily we already have this system. It's called RightNow.

RightNow is dealt with by the GM team (except for billing queries and technical assistance which goes to another department), between us we deal with most of the tickets on the same day or the next business day. Occasionally there will be a query that requires deeper investigation or liaison with other departments which may delay us giving you an answer but everyone gets an answer as fast as we can get it to you.

RightNow is a powerful tool, but it isn't perfect. That's why we also have the E&Es to help us in identifying problems. They have ways to contact GMs when we aren't in game or are on a different server, to notify us of developing problems. I respond to many such 'bat-phone' type requests every day - stuck characters, bugged artifact quests, reports of cheating and so on and so forth. They also play a vital role in flagging up continuing problems such as geometry holes, pathing bugs and other such problems. The comments and feedback they leave on the volunteers board has been vital in our efforts to smooth out the wrinkles in this great game.

The tools are there to be used. Make the best of them.

And this helps (for example) a broken Hydra raid on Excalibur how? (that I was at)
It doesnt, we all went home disappointed (on Prydwen pre-Kemor departure we may have had a chance, but on Excal forget it)

 

[Jenkz]

RightNow is a powerful tool

The tools are there to be used. Make the best of them.

With due respect, on a sunday afternoon appealing to RightNow isnt going to get a mob repopped for a 40+man raid - so we have to call off our raid because you (at GOA) refuse to provide any form of ingame customer support.

Basically you are saying if we have raid problems due to server crashes/bugs, we cannot get the mob repopped - as we have to appeal via RightNow and wait two weeks for a copy and paste reply.

In the PAST we have been able to contact server staff via the E&E team to get mobs repopped for important raids, is that no longer the case?

 

[Linnet]

Obviously what the players want is an easy to use system where, when things go wrong they can get hold of someone to fix it.

... and when things go urgently wrong, they can get an answer within 30 mins.

The tools are there to be used. Make the best of them.

The current tools are adequate when an answer is not required before the next working day. They are inadequate for more urgent enquiries, or should I invite a GM alt on every raid I run, just for guaranteed GM access?

Or perhaps I should trawl around online to make sure an E&E is around, and if I can't find one, just apologise to everyone and call the whole thing off?

 

[p0x]

Great tool indeed.. I reported two separate bugs in one RightNow report about 3 weeks ago.. Got an half-arsed answer for bug#1 (blah blah we cannot fix it, must consult Mythic) and not a word about bug#2. Been trying to reply a couple of times now asking why bug#2 was ignored... nothing for the last 2-3 weeks now ~~

 

[ceixava]

make /appeal work, problem solved

 

[Straef]

Signed

I would also prefer perhaps if there were more E&E's anyway, on all servers and realms.


Just one thing, that /assist command, after two years playing does it actually work?

Yup Not in random groups tho, but that's not the command to blame ;x

 

[Minimez]

/signed will move on if it gets worse before getting better.

 

[Krissy]

I can see alot of ppl agree that ingame support and responce times are just pathetic, for a game that we pay for and have bought these dam addons for would expect some higher lvl of customer support.

We do pay for this game, and ingame support isnt that hard to fix even if its just a short term fix while ur log term fix kicks in.

First of all thou, E&E need looking at, instead of taking ppl on who really arnt anybody in the realms they play (no offence but its true in most cases) take on ppl who are actualy part of the realm they play, not reclusives, not "i like to play with my friends only" etc, take on ppl who run raids constantly, proven leaders, ppl who are respected in albion and have high attendance rates for inrealm events etc, THESE are teh ppl that can help us, THESE are the ppl who we can depend on to be ingame more often than not, THESE are NOT the E&E of today.

 

[GReaper]

Luckily we already have this system. It's called RightNow.

RightNow is dealt with by the GM team (except for billing queries and technical assistance which goes to another department), between us we deal with most of the tickets on the same day or the next business day. Occasionally there will be a query that requires deeper investigation or liaison with other departments which may delay us giving you an answer but everyone gets an answer as fast as we can get it to you.

Yes, RightNow may be fine if you can wait for a day, but what if theres an issue which is more urgent?

If my character is stuck in some location, this is a game stopping issue. If my character is stuck somewhere on Friday evening, your best support is to move my character the next business day? This happened to me a long time ago on my only character just a few weeks after release.

If theres a major problem with a raid involving 40 or more people and it becomes bugged, what use is it to those who are raiding that evening that it'll be fixed tomorrow? They wanted to do the raid today.

 

[Bubble]

As Zargar posted in a similar thread some time back, we are working on ways to have more accessible GMs and generally higher levels of support. Some of the measures to achieve this have already been put in place and hopefully you'll notice the benefit over time.

Obviously what the players want is an easy to use system where, when things go wrong they can get hold of someone to fix it.

From our end what we want is a filtering system so that we aren't tied up with someone who wants to argue about why his cloak is undyable when there are 60 players stuck on a master level.

What's needed is an easy to use system that lets us see at-a-glance a list of outstanding problems so that we can deal with urgent cases first.

This system should be linked with your game account so that there's a clear link between the issue and the player who's reporting it.

This system needs to be flexible enough so that anything can be reported and we can still deal with it - even if dealing with it means forwarding a report to Mythic or passing the details to our technical teams for deeper investigation rather than having a handy spot-fix.

Luckily we already have this system. It's called RightNow.

RightNow is dealt with by the GM team (except for billing queries and technical assistance which goes to another department), between us we deal with most of the tickets on the same day or the next business day. Occasionally there will be a query that requires deeper investigation or liaison with other departments which may delay us giving you an answer but everyone gets an answer as fast as we can get it to you.

RightNow is a powerful tool, but it isn't perfect. That's why we also have the E&Es to help us in identifying problems. They have ways to contact GMs when we aren't in game or are on a different server, to notify us of developing problems. I respond to many such 'bat-phone' type requests every day - stuck characters, bugged artifact quests, reports of cheating and so on and so forth. They also play a vital role in flagging up continuing problems such as geometry holes, pathing bugs and other such problems. The comments and feedback they leave on the volunteers board has been vital in our efforts to smooth out the wrinkles in this great game.

The tools are there to be used. Make the best of them.

I've used Rightnow on a previous raids, once on a dragon raid where the the loot dropped in his mound and we couldn't pick it up. 2 Days later i received the loot and we lottoed it as normal, i was happy with rightnow for the help then. Last Sat when the Crystal Caves crashed and Xanixcar didn't respawn, 40 players couldn't attend the raid, rightnow's 1 day responce wouldn't have been able to fix this sort of problem.

You mention about filtering, I work on a support desk myself, surely some sort of Summery system could be implemented maybe? people with the undyeable cloaks could remain untill important problems are resolved ^^

 

[Krissy]

If my character is stuck in some location, this is a game stopping issue. If my character is stuck somewhere on Friday evening, your best support is to move my character the next business day? This happened to me a long time ago on my only character just a few weeks after release.

Still remember your char Ouro being stuck under Camelot for ages