Questions @ GOA support

[rvn]

Why don't you have any GM's available at the weekends when most of the players have time to play, and perform pve raids/rvr raids -> wich has high rate of getting stuck in.

Why do you have a policy that is anti supportive for the player, and favors the company instead. (by not helping people with bugged ml steps, forceing them to redo it - at best respawn mobs for the raid, if any GM is around.)

On us servers the GM's arent that fast to respond with appeals, yet it doesnt take them from friday to monday the next week to get a response.

Is your support limited to recover game passwords so people can renew their subs, or respawn artis/ml steps when it fits YOU?

you have the same approach as telia the internet provider in my country has, at first they try to make you give up with your request (not awnsering the support, or placeing you in a huge que, then going by the policy and kindly asking the customer to fuck off.)

 

[rvn]

the day you introduced Trials of Atlantis you should have updated your policy to match all the bugs that ToA brings in the pve part.

oh and almost forgot: do you have any e-mail or phone support at all, if you do you have hidden these details very well on your site(s).?

 

[GrisomWarshadow]

They won't listen or you will get a reply along the roads of "We need time off aswell you know we cant be expected to work on weekends... at peak times... when most of our >PAYING< customers are on" ^^

 

[Tilda]

Why don't you have any GM's available at the weekends when most of the players have time to play, and perform pve raids/rvr raids -> wich has high rate of getting stuck in.

I'm not sure on this one, I presume its due to france in general, restrictions on the working week, and the fact that there are 3 UK GM's, as opposed to a "CSR Pit" of 40 CSR's all speaking english, all working 24/7

Why do you have a policy that is anti supportive for the player, and favors the company instead. (by not helping people with bugged ml steps, forceing them to redo it - at best respawn mobs for the raid, if any GM is around.)

Its not, if a steps bugged, and a GM's around, it'll get sorted/fixed.

On us servers the GM's arent that fast to respond with appeals, yet it doesnt take them from friday to monday the next week to get a response.

There are stories on the US about things taking over 3 days, during the week. Atleast here, with the limited staff that there are, we get a pretty much same day response during weekdays.

Is your support limited to recover game passwords so people can renew their subs, or respawn artis/ml steps when it fits YOU?

Game password recovery is automated so I dont know what this is about? Arti's have a spawn timer and arnt usually respawned by the gm's. As I said , if a gm's about, and you have a bugged encounter, the GM will do everything they can (unless ofc the office is on fire etc) to help you.

you have the same approach as telia the internet provider in my country has, at first they try to make you give up with your request (not awnsering the support, or placeing you in a huge que, then going by the policy and kindly asking the customer to fuck off.)

Thats BS, if you ask a RN during the week, send it to the right area you almost gaurentably will get a reply the same day, or within 24 hours.

imho, the GM team work hard, care about the community more than CSR's in the US. Remember, the EU team isn't helped by extra money from partners paying them royalties like the US is.

Tilda

 

[vintervargen]

oh and if something bugs because of necro/animist/theurgists = though luck, its not "indended" to use the classes we have.
hahhahahahahahahha
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[censi]

its only a comp game dude. The support is pretty damn fine.

Problem is we all so addicted anything that intereferes with our daily daoc hit makes us irate. But tbh if you have to wait a few days for a reset or advice on a grapphix glitch or whatever, it aint the end of the world.

no ones died, be happy. The dudes at GOA do a good job within their working day and also put a lot of out of hours work into it. sure its not perfect but nothing is.

 

[rvn]

Thats BS, if you ask a RN during the week, send it to the right area you almost gaurentably will get a reply the same day, or within 24 hours.

yes a response to fuck off basicly...

(and you dont get a reply if its weekend, hello 24/7 game?!)

 

[rvn]

its only a comp game dude. The support is pretty damn fine.

Problem is we all so addicted anything that intereferes with our daily daoc hit makes us irate. But tbh if you have to wait a few days for a reset or advice on a grapphix glitch or whatever, it aint the end of the world.

no ones died, be happy. The dudes at GOA do a good job within their working day and also put a lot of out of hours work into it. sure its not perfect but nothing is.

no its not that, its basicly the "no we wont grant credit, or do _anything_ even tho the master level step was bugged, when no GM was online (worthless planning from the company -> employ more employees, or make them work at other times when most people DO play.)

There has been several occations when master level raids have fucked up or bugged at the weekends, and there was NO GM around, so it was just to waste those hours.

the problem is probably not the GM's im sure they do what they can.

but the policy (for example not granting master level steps, when there are no GM's around to assist when the problem is there.) just feels so anti-supportive.

the company is there to serve the customer with its service, and being supportive, and i must say support in MMO games cant even be compared with other company-brands, yet it cant take so much time/effort to fix most of the requests...

 

[rvn]

There are very few occations that i actacully need GM assistance, i can only think of like 3 or 4 occations during my played time since release or so, and exactly everytime out of those there has not been any GM available. (all these during TOA, exept one wich took about 1week for them to fix)

and the only thing ive seen done is artifacts being resetted when they were bugged (buggarkat).

 

[rvn]

As I said , if a gm's about, and you have a bugged encounter, the GM will do everything they can (unless ofc the office is on fire etc) to help you.

yes IF, but primetime on weekends, there NEVER are, this is when people have the most time to play, as they do not have to work -> so this is the time where goa SHOULD have put extra money in to have the support ready...

cant you see, it doesnt matter how much they care or how much effort the GM's put in if they arent there when the problem happens, and the policy is "no we cant help you after the problem has occured".

 

[Lorfo]

their typical responce is "we cant help you , we will investigate it further".
Example.
I had to remake entire ML8 because they refused to spawn Talos/ give me the activation crystal for him. We killed talos but didn't receive credit. They should be able to check logs and hand out credit.
And this was on camlann so ML:s are alot harder due to pk etc.

 

[Bracken]

If you want 24/7 support it's gonna cost you a lot more per month. Most of us don't want to spend any more than we are on this game.

 

[eggy]

their typical responce is "we cant help you , we will investigate it further".
Example.
I had to remake entire ML8 because they refused to spawn Talos/ give me the activation crystal for him. We killed talos but didn't receive credit. They should be able to check logs and hand out credit.
And this was on camlann so ML:s are alot harder due to pk etc.

I wasn't there but I'm sure there would be a reason why they wouldn’t spawn it; it’s not always as black and white as forumers make out.

 

[Lorfo]

I wasn't there but I'm sure there would be a reason why they wouldn’t spawn it; it’s not always as black and white as forumers make out.

If there's some reason why they cant help 30 +ppl that spent several hours on an online game they PAY to play, I think we have the right to know why.
The responce was "we cant grant you neither the crystal nor credit" + the usual "we will investigate in it". And not a single reason why they couldn't.

 

[seeph]

The responce was "we cant grant you neither the crystal nor credit" + the usual "we will investigate in it". And not a single reason why they couldn't.



Erhm i dont think GM can create items and after u hand gem to NPC it's gone???

Game mechanics, u could say.

When arti is bugged like i had on 3 previous zo'árkat raids (3.5 playtime gone)
because final wave is bugged.... u get frustrated yes, but like they say it's a game and when u play games things sometimes go wrong.

Pm-ed GM and he came and reset encounter for us.

We chose not to do it again we were fecking tired of it. But he was there in 2 min and did what he was able.

Tried again last week and got it. After all this is indd a game and u are supposed to have fun.

It's not like ur gonna get payed u when u deliver a tv and it broke during transport. u will just have to deliver it again. same story, shit happens

next whine please

 

[scorge]

Why don't you have any GM's available at the weekends when most of the players have time to play, and perform pve raids/rvr raids -> wich has high rate of getting stuck ---snip----(

the reason its simple, its all to do with money, if there were 20k uk/english speakers then you might see better support.

its all about supply and demand, GoA will supplly better english support when there is a better demand for it e.g. shit load more players..

 

[kiliarien]

the reason its simple, its all to do with money, if there were 20k uk/english speakers then you might see better support.

its all about supply and demand, GoA will supplly better english support when there is a better demand for it e.g. shit load more players..

I kind of see your point on this one, but it seems a bit catch 22 - people are quitting/not playing because poor support adds to some peoples' frustration. You can't expect people to play *hoping* that more support will be added.

It's like driving down a poorly surfaced road hoping that others will do the same until the road is upgraded; an extreme comparison of course but I hope you see the point. People need to be given more of a reason to play.

The french work constrictions seem a woolly excuse - a shift system can be utilised, I know someone who works in a rather non-important job in France(well it's not important to many anyway) and he works weekends. And a lot of French people speak english....

 

[Varmuus]

Calm down. Plz.

(and you dont get a reply if its weekend, hello 24/7 game?!)

The game is 24/7. It's up and running 24/7 (except for maint or network disconnects). The game being 24/7 does not really mean in my books that all personnel running game are there 24/7.

Oh come on. Same way we all pay playing this game. Same way we all aren't getting "service" in weekends but the same way as you are, we all get to play the game, also during the weekends.

Paying employees of the weekend hours is very expensive and I believe their employer isn't there for charity.

 

[Thorwyn]

Did you ever try to contact your bank because the cash machine was broken on a Saturday evening where most of the people are going out?

 

[rvn]

banks are also one of the few buisnesses that have same approach as goa

and yes on one occation i did contact my bank because the cash machine was out of service, on a weekday however.

But banks have their main buisness @ the week, goa have most of their customers active on weekends, see the differance?

 

[Thorwyn]

But banks have their main buisness @ the week, goa have most of their customers active on weekends, see the differance?

The reason why banks are having their main business during the week is, that they´re closed at the weekends. If banks were open on a saturday or sunday, they´d have more than enough business.

I see your point about increased ammount of players at the weekends. Still, a 24/7 service is something you can´t *expect*, epsecially not for an online game. However, I agree that they should have support available at their server peaktimes.

 

[Bracken]

Just had £41 go out of my account for renewal. If 24/7 support was provided then that would in all likelyhood double. No thanks. If you get a particular problem at a weekend that can't be resolved there and then (which is relatively rare) deal with it - I for one don't want to see my fees go up because some people can't.

 

[IainC]

We are limited to the things we can do and the things we can't. In most cases our policies are identical to Mythics with a few exceptions.
We can't give encounter credit, however in most cases we can reset the encounter to give you another go. I've chain reset Zo'Arkat for a group more times than I care to remember until it finally worked properly. We won't spawn encounters on demand unless it's bugged and the bug is preventing the spawn (which is almost unheard of). We also won't just hand over the encounter reward. It's very hard for us to see after the fact exactly what happened and it would be far too open for abuse if we just handed out credit and artifact to every report.

If you report a problem via RightNow and get a 'we will investigate' answer, then that's exactly what we'll do. We look at the encounter, run tests, and if we find a repeatable bug we send the details on to Mythic so that the encounter can be made more reliable in future.

Weekend support is not going to happen. The extra costs would be enormous and our current pricing arrangement would not allow it.

 

[rvn]

so the main reason you dont want to give encounter credits when they bugg, is that it would take too much time and effort for you to investigate in it if they really did complete the encounter?.

 

[IainC]

so the main reason you dont want to give encounter credits when they bugg, is that it would take too much time and effort for you to investigate in it if they really did complete the encounter?.

No. As I said above it is nearly impossible for us to recreate an encounter after the fact. Regardless of how much time and effort we spend on it, we cannot get a true picture of what happened because certain things are not logged and some things that are logged cannot be associated easily.

 

[rvn]

ok, thank you for your awnser

 

[York]

I must confess DAoC Europe is the only MMORPG i have played with minimal ingame support, on the good side as far as comparisons go DAoC has very few game stopping bugs which is probabaly the main reason for the request of support.

However not working weekends imo is not a good thing, i dont for one minute believe that the working week is restricted by the amount of hours you can work, it dont take a brain surgeon to realise you can just use shifts to cover the weekend staff.

Rightnow is very complicated to get into to actually ask a question, im sure some of you find it realitivly easy but for myself i always have problems getting to that 'right' page, it could use a overhaul to make it more user friendly.

For encounters, this will be a mute point in june this will be happening:

There are two new commands, available only to BG leaders:

- /bg credit will display credit for Battlegroup Master Level encounters that have been completed within the last 10 minutes. This command can be used by the Battlegroup leader without restriction.

- /bg grantcredit [MasterLevel] [PlayerName] will allow you to grant credit for completed Master Level steps, with the following restrictions:

- You may only grant credit for steps completed within the last 10 minutes.

- You must be within 1000 units of the player you are granting credit to.

- The ML step must be a battlegroup-enabled step.

- You must be within 2000 units of 75% of your battlegroup members (in other words, the majority of your BG must be there with you).

- You may only grant credit to up to half the number of players that received credit for that step correctly .

- You may not grant credit for a step that the player could not possibly receive due to dungeon restrictions (for example, players must be at least ML8 to receive ML9 credit)


But overall i have felt the need to use rightnow twice in over 2 yrs, i cant remember if my questions were answered but that fact i have only needed it twice is a huge bonus in my book.

 

[Raven]

Did you ever try to contact your bank because the cash machine was broken on a Saturday evening where most of the people are going out?

banks are still open 24/7 (phone banking) and depending where the machine is they will come and fix it.

 

[Raven]

and how about giving hib/excal E&E people? we have one semi active one atm, its been the case for the last six months.

 

[Zenythe]

and how about giving hib/excal E&E people? we have one semi active one atm, its been the case for the last six months.

Our EnEs are volunteers, we don't randomly pluck a player name from a hat... if we don't get people who are interested in volunteering then we don't get them. We are aware of the shortage of volunteers in certain realms and we try to encourage people to volunteer for those places.