Forum rule change - Allow customer service tickets & responses to be posted

[VersionsOfViolence]

When any of us has an actual problem regarding the game, including purchases, then we depend on Customer Support to get these issues fixed, in a reasonable manner, and in a timely manner. But when that isn't happening, what other recourse do we, as players, have?

No. This needs to change. If Customer Service is ineffective or clueless about the game itself, then the Developers need to be made aware of the situation, each and every time.

So we need to be able to post official responses from Customer Service regarding any ticket that is handled. These are not private matters, but business.

[Revolver Blast]

I support this change.

[Mursilis]

If you're having issues with CS on a particular ticket you can always reach out to one of the moderator staff who can see about escalating it.

[Dokkōdō]

I think the change VoV suggested is not unreasonable but rather a full disclosure in the interest of a democratic environment for all to see, to discuss and to help foster changes. I also do not think VoV open this thread as a way to bash the devs with hateful comments. The concern is genuine and have been felt through out the game fans base in different tiers and categories of spending. Many have already voiced dishearten feelings about how they were treated.

I do not see why forum mods need to act as an additional layer for filtering / censoring important news or information about the state of the game or how the game is being run. While it is appreciated that a mod can assist in forwarding info the CS desk but that is not your primary duties. As such, we, the players base by the thousands, do not expect mods to assist in every problem we have, nor should you. Mods are not Gaea employees or have that change recently?

In the past, in another thread someone mentioned that mods get a monthly stipend of FPs for your volunteer works on the forum. Hopefully, that stipend is not large enough to what it might become more like a bribe, such that mods turn into gestapo and gag/censor/delete every thread with reasonable request or any info about the game that does not paint a rosy picture of Gaea as a company.

From real life experience, I am very well aware of what it is like to live under a dictatorship and socialist regime. How ideas such as full disclosure, transparency and freedom of speech are virtually non-existence. This forum, was originally established under a US based company. Even though the game might have changed hand to a foreign company, the game still embodies some principles that it inherits from a country with a system of democracy. Or have mods forgotten that?

Frankly, I am dismay at the direction of how Gaea has handled this game as an operating business. Speaking as someone who has run a business, Gaea choices for its personnel to act as its representatives, spoke persons or go in between persons, are questionable at best; choices that I would not have made otherwise as an owner or director of the company. The attitude of some personnel have changed over the years and not for the better.

[Falco]

So we need to be able to post official responses from Customer Service regarding any ticket that is handled. These are not private matters, but business.

I agree with this. While Gaea probably shouldn't post information about individual Customer Service tickets unless the player posts first, I think it'd help Gaea's reputation if there were more transparency in the process. In addition to allowing players to share on the forums (since sharing on forums isn't allowed, some players are merely sharing elsewhere, where Gaea isn't seeing it and thus can't explain their side of the story), players might be more sympathetic if, for example, Gaea posts numbers about how many tickets are sent per time interval and how many Customer Service person-hours were available to handle it. If Customer Service is one large pool, then it might be useful to include stats for all the games supported and a break-down of how many tickets each game sent.

[VersionsOfViolence]

If you're having issues with CS on a particular ticket you can always reach out to one of the moderator staff who can see about escalating it.

That's hard to believe too. Because when you have no idea what someone is talking about, the problem doesn't exist. Another mod wants to blame everything on cleric splash and likely still hasn't brought up an exploit his guild makes use of.

Also, you think I don't talk to mods on a regular basis? Even more, I can pm Broccoli or SuperD myself to get the point across, without an agenda.

No. The problem is that whoever the hell is handling Customer Service for this game anymore is completely incompetent.

I reported an offensive account name 2 weeks ago, with a racial slur. It should have been handled quickly. It wasn't. Until I messaged Broccoli on here.

But if I have to go through a mod, or through Broccoli, then what the hell purpose is support serving?

There is really no excuse for an account to be named ****** JIM, or for the person handling Support not taking immediate action, or at least passing it along to someone that can.

[Mursilis]

That's hard to believe too. Because when you have no idea what someone is talking about, the problem doesn't exist. Another mod wants to blame everything on cleric splash and likely still hasn't brought up an exploit his guild makes use of.

Also, you think I don't talk to mods on a regular basis? Even more, I can pm Broccoli or SuperD myself to get the point across, without an agenda.

No. The problem is that whoever the hell is handling Customer Service for this game anymore is completely incompetent.

I reported an offensive account name 2 weeks ago, with a racial slur. It should have been handled quickly. It wasn't. Until I messaged Broccoli on here.

But if I have to go through a mod, or through Broccoli, then what the hell purpose is support serving?

There is really no excuse for an account to be named ****** JIM, or for the person handling Support not taking immediate action, or at least passing it along to someone that can.

CS is the first line of support that us players have for any issues we encounter in the game. That certainly should be the first place one goes to get help. As was mentioned the mods cannot be expected to handle every single issue that arises. But if a user has already tried working with CS and isn't getting anywhere, that's where the mods can help out. Yes you could reach out to Ghost Brotocol as well if you wished, same result as if you talked to a mod.

[VersionsOfViolence]

I don't even like all of the mods, much less trust that they all take my issues seriously. And I'm not alone in that. But I'm here every day. What about the people that aren't? The ones that only come when there is an issue?

But tell me which of you took it upon yourselves to escalate Da Wimsta's issues. Or the link to see 100v battles early? Or any of a dozen things that are actual problems.

And even if you did, it does not diminish the fact that the Customer Service for this game is complete crap through normal means. We see constant proof of that.

So back to the topic at hand: the rule needs to change. Period. Names, game names, account numbers, etc can be blacked out for privacy issues, but the simple fact that Customer Support is business, and not personal dealings, there can be no privacy issues for them.

When a policy change happens, for example, or a policy is made, then we need to know. If refunds for misclicks are no longer going to be issued, or even single stat points for page jumping not reallocated, then that is necessary information that we as consumers need.

At the same time, thia forum is also open to the Devs, at any point they choose to make an appearance, even as a guest. Being able to document experiences with CS will help them understand their game better, like if there is any sort of decline in daily players or purchases.

[Elandal]

To discuss CS policies we need to quote CS replies. It's one thing to say "CS said they won't do anything" and another to quote message from CS. Seeing what exactly CS wrote may also help overcome any difficulties with interpreting English language.

[VersionsOfViolence]

For the record, messaging Broccoli got the issue taken care of in about a day. So it's not that the Devs can't/won't take action. It's just a matter of getting the right person involved.

But that right person should be answering support tickets in the first place.