Requiel - catacombs

[[GOA]Erivoss]

your missing the point right now will not work for instanced dungeon as they are instanced on demand and not permanent, unless you are willing to sit in the same instance and keep it "alive" until a GM can rectify it.

and you know RightNow won't work because........ ?

Trust me, instances were designed so that GMs could get inside them to help players. As for keeping it alive... what's the difference between waiting for an ingame ticket to get answered and waiting for an out of game one to get answered?

 

[Fana]

European GM's suck they do nothing to help you, all they do is throw negative bullshit in ur face all the time. Mainly one of the reasons i left european servers was lack of customer support and shite lag. Like many others. They need firing and new ones bringing in or a few more including them. It may be a job but they aren't doing it right imo.

Our GM's are doing a splendid job thank you very much. Every single time that one has been on and ive needed help ive gotten it, and they have been nice and serviceminded.
That there arent always one available is a whole other story, but saying they "suck" is plain sillytalk. On the other hand, if thats the kind of attitude youve given them when you needed help i can understand perfectly why they would be negative too you.

 

[scorge]

and you know RightNow won't work because........ ?

let me put it simply, is 2300CET on a friday i have a problem with an instanced dungeon, there is no GM online

I cannot complete the instance due to X reason, now if i leave the instance will it stay "alive" till you can fix it, or will it "despawn" after a certain amount of time, after the last legitimate player has logged out?

If it despawns say after 30 mins of no player activity in the instance dungeon, how will "right now" be able to fix the problem, after all the problem will not exist because the instance does not exist.

Now are you going to tell me that instances stay alive permanetly so that GM's can fix them?

 

[Shanaia]

European GM's suck they do nothing to help you, all they do is throw negative bullshit in ur face all the time. Mainly one of the reasons i left european servers was lack of customer support and shite lag. Like many others. They need firing and new ones bringing in or a few more including them. It may be a job but they aren't doing it right imo.

Gee I wonder if it has anything to do with you attitude...

I never have much dealings with GM's myself but as an E&E I direct quite a couple of people to them and vice versa ... and so far all I heard is that people were positively surprised about the responses (both the response time and the response itself) they have been getting from the GM's.

Everybody has 1 or 2 people in their circle of friends that has been telling them how shite GOA is .. and they believed it of course .. untill they got to deal with them themselves and they found out that their "Rightnever" was actually replied to within 2 hours .. or that the GM online was really nice and reasonable and took the time to explain stuff to them.

What I think is that they are trying their very best and that it's all a case of you can't please everybody ... but of course this is way to much reason for the flamebois out there so I'm sure they'll be right back with another completely unfounded post full of negatism (is that a word?)

 

[haarewin]

let me put it simply, is 2300CET on a friday i have a problem with an instanced dungeon, there is no GM online

I cannot complete the instance due to X reason, now if i leave the instance will it stay "alive" till you can fix it, or will it "despawn" after a certain amount of time, after the last legitimate player has logged out?

If it despawns say after 30 mins of no player activity in the instance dungeon, how will "right now" be able to fix the problem, after all the problem will not exist because the instance does not exist.

Now are you going to tell me that instances stay alive permanetly so that GM's can fix them?

if you leave the instance it completely despawns and you no longer have the task. i dont know if they despawn while still in there after hours of idling, because i've not tried that, and don't plan on reactivating my account to try that.

there is a lot of premature bitching here - very few EU players will have already experienced this (and then only from playing US), and, as people have said, it's not exactly game stopping - you can just get another task and carry on. that's what happens.

also, the US's ticket system is crap (just as bad as my experience with blizzard, frankly). you can wait for days without a response (because if you arent in game, they wont contact you, even through your registered e-mail). at least GOA get back to you, regardless of how long that takes.

edit: to penlid, GOA GM's > US CSR's. there is no discussion.

 

[Cruhar]

also, the US's ticket system is crap (just as bad as my experience with blizzard, frankly). you can wait for days without a response (because if you arent in game, they wont contact you, even through your registered e-mail). at least GOA get back to you, regardless of how long that takes.

Blizzard DO respond with an email if your not ingame at the time.
Tho it can take several hours before they do...

Had to report two broken quests, took about 18 hours per reply.
Not much service tho, the answer was to abandon quest and redo it.
(Died in a instance dungeon, and upon my return the dead mob had despawned with the loot (the quest item I needed))

I COULD ofcourse just redo the whole quest, needless to say I didnt enjoy doing it twice as it cost me lots of resources, deaths and time to do it (atually I spend 8 hours on the same quest) instead of them just giving me the quest-item I needed (problem was I had quest complete, but didnt have the item to pass to the NPC)

I once had smiliar problem with Lost Stone of Arawn .. you get that deamon scale, but my friend lost it somehow (cant remember how tho) but GM just gave him a new .. took a few hours before it was completed. (we were in Darkness Falls by that time)

 

[Gamah]

Penlid suffers fromt he grass is greener syndrome as I am sure he will find out when he attempts to get help from a CSR.

 

[[GOA]Erivoss]

let me put it simply, is 2300CET on a friday i have a problem

I'll cut you short there... if you have a problem at 2300 CET on Friday... yes you won't get help. Is it because RightNow doesn't work? No. It's because it's out of office hours and we don't provide out of office hours support (not officially). It has nothing to do with whether RightNow is a good tool or not, even if we had /appeal enabled on the server, you STILL wouldn't get support then.

On the other hand, if your problem happened at 2230CET on a Friday, then YES, you would get help the same evening even if you use RightNow (assuming you use it correctly).

 

[scorge]

I'll cut you short there... if you have a problem at 2300 CET on Friday... yes you won't get help. Is it because RightNow doesn't work? No. It's because it's out of office hours and we don't provide out of office hours support (not officially). It has nothing to do with whether RightNow is a good tool or not, even if we had /appeal enabled on the server, you STILL wouldn't get support then.

On the other hand, if your problem happened at 2230CET on a Friday, then YES, you would get help the same evening even if you use RightNow (assuming you use it correctly).

Erivoss, its early i need more coffee

I think i know what your saying but can you reword it. Your saying that you wont get support, because it is outside office hours, and your saying you will get support outside office hours if you use right now?

Just a bit confused, is anybody else?

 

[[GOA]Erivoss]

Erivoss, its early i need more coffee

I think i know what your saying but can you reword it. Your saying that you wont get support, because it is outside office hours, and your saying you will get support outside office hours if you use right now?

Just a bit confused, is anybody else?

outside of office hours = no support. Even if you come to GOA HQ, you won't get support (there's no one here and the guards shoot on sight anyway).

inside office hours = you will get support.

I think the point you were trying to make was that RightNow was not a good tool for instanced dungeon problems. It is... just inside office hours. Is that clearer or am I rambling (it is early..)?

 

[Eroda]

In my experience Rightnow has been very good in general. Only used it once or twice but when there was a problem with the Atlantis Tablet artifact spawn, it was fixed within 20mins. GOA dont pretend to offer 24/7 support so no reason to expect it.

 

[Chronictank]

Now we can talk about worse-case scenarios where 750 people are all stuck in their individual instances, GOA HQ is under attack by martians and the server platform is burning and in that case I can honestly say that waiting for us to answer RightNow is a bit pointless... you might as well go grab a rifle and help defend Earth from the martian invasion.

So you admit it, all the problems are because of aliens!!!

 

[Ttillub]

if your problem happened at 2230CET on a Friday, then YES, you would get help the same evening even if you use RightNow

Good to know.
My experiences of response times have been worse but it has been long time since my last RightNow.

 

[[GOA]Erivoss]

So you admit it, all the problems are because of aliens!!!

it's always been them... been shouting it on the roofs here for quite a while but no one listens to me I think they're all doppelgangers here.. (a la They Live )

 

[scorge]

outside of office hours = no support. Even if you come to GOA HQ, you won't get support (there's no one here and the guards shoot on sight anyway).

inside office hours = you will get support.

I think the point you were trying to make was that RightNow was not a good tool for instanced dungeon problems. It is... just inside office hours. Is that clearer or am I rambling (it is early..)?

Think i got it now, Outside office/support hours no instance support. You might need to let people know the problems with resolving instanced dungeons when outside these hours(when i say problems i mean letting them know that right now problems can only fix active instanced dungeons and not ones doen at 0100hours in the morning etc ), also how about creating a new rightnow subject specifically for instanced dungeons so it goes to the GM's as fast as possible?



edit: honestly when i typed it i didn't have instanced dungeon formatted to appaera 3 times like that

 

[Tesla Monkor]

The only problem with RightNow is between people's ears. They 'want' to see someone face to face with their urgent problem, and think they're being ignored by having to file it through a website. (While it's usually faster to get help through RightNow than being lucky enough to see a GM ingame to get it sorted on the spot.)

 

[IainC]

Think i got it now, Outside office/support hours no instance support. You might need to let people know the problems with resolving instanced dungeons when outside these hours(when i say problems i mean letting them know that right now problems can only fix active instanced dungeons and not ones doen at 0100hours in the morning etc ), also how about creating a new rightnow subject specifically for instanced dungeons so it goes to the GM's as fast as possible?



edit: honestly when i typed it i didn't have instanced dungeon formatted to appaera 3 times like that

But that's no different to any other problem that may be encountered ingame. I don't see that instanced dungeons are a special case in this respect. As for a new RN category, all RightNow categories reach us at the same time - there isn't a 'fast track' category. Unless t's sent to subscription or the tech support team, all RN reports go directly to a GM as soon as they are submitted. We check regularly and ones that are urgent get done first - we see the title before we see the category usually.

 

[scorge]

But that's no different to any other problem that may be encountered ingame. I don't see that instanced dungeons are a special case in this respect. As for a new RN category, all RightNow categories reach us at the same time - there isn't a 'fast track' category. Unless t's sent to subscription or the tech support team, all RN reports go directly to a GM as soon as they are submitted. We check regularly and ones that are urgent get done first - we see the title before we see the category usually.

Maybe its just me then, I thought instance problems would be given more urgency as they are a tempoarary entity. While say fixing a bugged item or fixing a bugged artifact encounter can wait till a GM's is online.

After all you cannot fix a bugged instance if no GM is online, while you can wait for a GM to get online to fix a bugged item etc. A right now request will alert you to a bugged instance but it will not fix the problem if no GM is online. Some people might not understand the limitations of resolving instanced dungeons, they might assume the instance stays alive and they can go back to it 8 hours later, and you would have fixed it.

Bugged instance quests are a differant matter and can be resolved with right now, as you can remove the bugged quest from user.

But that's no different to any other problem that may be encountered ingame.

I must have to disagree with you on that one i believe that instanced dungeons do provide differant fault resolution problems than other ingame encounters, due to the fact they are temporary.

 

[IainC]

Maybe its just me then, I thought instance problems would be given more urgency as they are a tempoarary entity. While say fixing a bugged item or fixing a bugged artifact encounter can wait till a GM's is online.

After all you cannot fix a bugged instance if no GM is online, while you can wait for a GM to get online to fix a bugged item etc. A right now request will alert you to a bugged instance but it will not fix the problem if no GM is online. Some people might not understand the limitations of resolving instanced dungeons, they might assume the instance stays alive and they can go back to it 8 hours later, and you would have fixed it.

Bugged instance quests are a differant matter and can be resolved with right now, as you can remove the bugged quest from user.



I must have to disagree with you on that one i believe that instanced dungeons do provide differant fault resolution problems than other ingame encounters, due to the fact they are temporary.

Let's say you do an instance and it bugs. If there's a GM online it can be fixed, if there isn't then you'll have to chalk it up to bad luck and do another one. yes it's irritating but it's hardly game stopping - you won't get the extra completion xp, but you'll still get the bonus instance xp on the things you have been able to kill. As I said though, the issue has never to my knowledge come up in testing and it's not even a common problem on live US servers so I'd say that putting in special provisions is not really warranted.

 

[scorge]

Let's say you do an instance and it bugs. If there's a GM online it can be fixed, if there isn't then you'll have to chalk it up to bad luck and do another one. yes it's irritating but it's hardly game stopping - you won't get the extra completion xp, but you'll still get the bonus instance xp on the things you have been able to kill. As I said though, the issue has never to my knowledge come up in testing and it's not even a common problem on live US servers so I'd say that putting in special provisions is not really warranted.

I agree but maybe you should put something in the news when catacombs goes live, just to let people know the limitations and what to do if they cant contact a GM, e.g. restart the instance etc.

 

[Flimgoblin]

I agree but maybe you should put something in the news when catacombs goes live, just to let people know the limitations and what to do if they cant contact a GM, e.g. restart the instance etc.

if the issue starts cropping up with regularity then sure, otherwise it's kinda

"If aliens should land on earth, this is what to do:"

 

[Ovi1]

I agree but maybe you should put something in the news when catacombs goes live, just to let people know the limitations and what to do if they cant contact a GM, e.g. restart the instance etc.

I agree with requiel, I don't see how it is any different to other encounters, in fact I think other encounters can be worse.

Take 3.10 as an example, if it gets bugged then NOONE in the realm can do it, and when it gets fixed later you still need to fight through ML3 dungeon to get there.

If an instance bugs then it only affects a small number of people, there is always a chance that restarting the instance will clear the bug straight away, and worse case if it is fixed you fight the way through the instance again, just like the ML3 dungeon.

The issue is the same one as always, no 24 hour tech support. Which tbh I can live with as I know that's the situation. What would be good (I may have missed it...) is a note somewhere of the "Office Hours", since I wouldn't expect 22:30cet to be office hours, but Erivoss implied it was in an earleir post.

 

[Zenythe]

10am cet through 11pm cet M-F

 

[Raven]

Zenythe and Requiel do great jobs, much improved over the last year, its just people get frustrated at goa because thery are absolutly useless in the whole, catacombs release (uk)

Its on a friday, meaning those who shop online dont get it to monday/tuesday after
They havent actually told any of the shops they are releasing it then, which is kind of odd (play.com still has 15/04)
Game dont even know of its existance (uks bigest high street games store)

What the hell is going on?

You would have thought with such a crucial release that will make or break daoc in europe (and saves peoples jobs at goa i imagine) would be handled a little more professionaly

 

[IainC]

Zenythe and Requiel do great jobs, much improved over the last year, its just people get frustrated at goa because thery are absolutly useless in the whole, catacombs release (uk)

Its on a friday, meaning those who shop online dont get it to monday/tuesday after
They havent actually told any of the shops they are releasing it then, which is kind of odd (play.com still has 15/04)
Game dont even know of its existance (uks bigest high street games store)

What the hell is going on?

You would have thought with such a crucial release that will make or break daoc in europe (and saves peoples jobs at goa i imagine) would be handled a little more professionaly

It's on a Thursday. UK retailers just won't sell it till Friday. This is nothing to do with us but is a practice adopted by the UK games retailers. UK stores will have it the same day as continental stores.

There was an issue with distributors deciding without reference to us to put the release back to 15/4. We have sorted that now and websites should be getting updated imminently.

Game do know about it as I'm meeting them next week to discuss various promotional issues - preorder promotions and instore events etc. I can't speak for Game and neither do I have any insight into how their company runs so I can't tell you why store staff or their website have no details.

 

[Corran]

Now we can talk about worse-case scenarios where 750 people are all stuck in their individual instances, GOA HQ is under attack by martians and the server platform is burning and in that case I can honestly say that waiting for us to answer RightNow is a bit pointless... you might as well go grab a rifle and help defend Earth from the martian invasion.

Maybe give a more constructive reply when i finished reading and aint being hounded by my boss... but LOL

 

[Klonk]

The most shocking thing with this post: someone actually believes what they read on VNboards

 

[Bahumat]

if the game is out on a friday then the stores get deliveries wednesday evening or thursday. this was no company can sell way before the release date

the thing is the employees should have a bit of knowledge on a big release.

 

[Corran]

It's on a Thursday. UK retailers just won't sell it till Friday. This is nothing to do with us but is a practice adopted by the UK games retailers. UK stores will have it the same day as continental stores.

There was an issue with distributors deciding without reference to us to put the release back to 15/4. We have sorted that now and websites should be getting updated imminently.

Game do know about it as I'm meeting them next week to discuss various promotional issues - preorder promotions and instore events etc. I can't speak for Game and neither do I have any insight into how their company runs so I can't tell you why store staff or their website have no details.

Req, when you see them next week can you discuss with them actually releasing it on the thursday? The reason i asked this was due to the fact when i spoke to them with the SI release they called their head office who eventually said they could sell me a copy but not to display it on shelves till the friday. If you can convince them to make such an agreement for this release, ie if someone goes in and specificaly asks them for a copy then all they are losing is a few sales from the chart.

Probably wont make alot of difference to the majority of players buying, i cant get mine till friday/saturday anyways due to work :s however it may silience some these people that have nothing better then to take digs at you lot

 

[scorge]

Req, when you see them next week can you discuss with them actually releasing it on the thursday? The reason i asked this was due to the fact when i spoke to them with the SI release they called their head office who eventually said they could sell me a copy but not to display it on shelves till the friday. If you can convince them to make such an agreement for this release, ie if someone goes in and specificaly asks them for a copy then all they are losing is a few sales from the chart.

Probably wont make alot of difference to the majority of players buying, i cant get mine till friday/saturday anyways due to work :s however it may silience some these people that have nothing better then to take digs at you lot

Dont forget its all so easter bank holiday that week.

:moo: