Disclaimer for reps
This covers 3 issues i have encountered in my first week
This is not requesting help for the mentioned errors
This is not detailing a issue for the purpose of help
This is related to my other two posts, but only as reference points
I have tried my hardest, to not name names, except the helpful reassuring rep, or lead to the identity of any individual, if you feel an identity is obvious in some way, please edit it, it is not my intention to publicly name anyone.
If you wish to have help ticket replys, or rep communications forwarded for information purposes notify me.
Compliment
Its a great game you guys have made, epic, its just about the answer to so many freelancers desire for a MMO. I've only been playing less than a week but its awesome, and the incentive to spend money on membership grows every day. The fact that not paying for membership doesn't cripple me... Genius
However.
I suggest you find those links in your game code error boxes that point to the forum.
When a player is abused for following your directions and your internal links from error dialogs, it ruins the experience.
I did like the link under help to take me to the slipstream help utility, (With my first encountered server issue)
I did not know Pirate galaxy was/is Splitscreen. (To be fair, during the signup process it may have mentioned the information, i have a vague recollection) maybe a pirate galaxy reference on slipstream ticket webpage before signup and login?
I Did not find a "server error" specific reporting method, and in troubleshooter the server specific help dead ends. (Maybe remove the server troubleshooting reference or change the solution to "Create a ticket we need to know")
I was also a bit thrown that following the ticket creating link lead me to login to a server, that would not accept my username/password for pirate galaxy. (I spent ages trying to figure out if it was the correct company. before i wanted to submit my details)
Sign Up was easy, and once in, it became apparent that it was a system for pirate galaxy (The dot dialog Box)
Finding the (once again nicely located) forum link in game following it, and asking a question was answered with a nicely worded and informative reply from
Astraeus
English Community Manager
Which was great... until the reply to my ticket arrived in mail
Stating a issue (not working server for many hours) is "Low priority" and closing the ticket. This took away the positive attitude i had gained from "Astraeus" forum reply, and the one liner was a stark contrast.
In fairness, later i found a post explaining this behavior and it made more sense, but as a new player, wondering weather or not to invest my money in this great game, with no background with the game, or how the internal communication works, it was initially incredibly frustrating, if the server wasn't fixed almost immediately after i got the one line response, i can tell you now, i probably wouldn't have logged back onto the game, To be fair, i feel it would have been my loss, so im glad the server was restarted immediately after i received the 1 line help ticket response.
The second "Help error" i have found in my 5 days of play is when i get an error dialog box, it tells me to goto forums, and provides me with a helpful link, this link lead to the forum's as i anticipated, i searched the forum i landed in, to see if the issue was within the forum, it wasn't.
I proceeded to post my issue, in the forum i was linked to via the game clients error box.
Please bear in mind at this stage, that although i know of the ticket submitting process, i am following a game client dialogs instructions, the error box gives me specific information about the error, it was my firm belief, it was a known issue, probably caused by my hardware, as such, i assumed the "FAQ" for this specific error was probably located within the forums.
This resulted in a quick response which was polite, contained helpful information, followed by a statement indicating my post was in the wrong area.
This communication was then followed up by telling me i was breaking forum rules by multi posting identical issues. I obviously don't wont to post public details, if you wish i can privately give the communication.
This communication by a representative left me no wiser as to what i did wrong by following the link provided in the "Game client error dialog"
This communication left me feeling wrongly accused and judged.
Further research by myself, found that some time ago, the game had a forum based help system, this help system it appears was removed, I dont know if this was a week ago or 10 years ago, but i would have anticipated, your forum representative, instead of making accusations, would have followed up on what linked me to the incorrect area, I would have expected to be "helped/told" to inform you of the issue with the in game links.
All of this second issue would be fixed by changing the link address to your ticket system instead of the forum's, if the changeover is new, (forum to ticket) i would expect understanding or redirect links in the forum's, If the changeover is old, you simply appear to have missed some dialog box link's
So to recap
Great Game
Great Help system once all information is known
Easy useful links everywhere, some are just outdated.
Forum representatives should (in my view) attempt to ascertain an issue, and actually read a post, before accusing new members of things. I understand, many posts limited time. But if you don't read it properly, don't abuse and accuse members.
This covers 3 issues i have encountered in my first week
This is not requesting help for the mentioned errors
This is not detailing a issue for the purpose of help
This is related to my other two posts, but only as reference points
I have tried my hardest, to not name names, except the helpful reassuring rep, or lead to the identity of any individual, if you feel an identity is obvious in some way, please edit it, it is not my intention to publicly name anyone.
If you wish to have help ticket replys, or rep communications forwarded for information purposes notify me.
Compliment
Its a great game you guys have made, epic, its just about the answer to so many freelancers desire for a MMO. I've only been playing less than a week but its awesome, and the incentive to spend money on membership grows every day. The fact that not paying for membership doesn't cripple me... Genius
However.
I suggest you find those links in your game code error boxes that point to the forum.
When a player is abused for following your directions and your internal links from error dialogs, it ruins the experience.
I did like the link under help to take me to the slipstream help utility, (With my first encountered server issue)
I did not know Pirate galaxy was/is Splitscreen. (To be fair, during the signup process it may have mentioned the information, i have a vague recollection) maybe a pirate galaxy reference on slipstream ticket webpage before signup and login?
I Did not find a "server error" specific reporting method, and in troubleshooter the server specific help dead ends. (Maybe remove the server troubleshooting reference or change the solution to "Create a ticket we need to know")
I was also a bit thrown that following the ticket creating link lead me to login to a server, that would not accept my username/password for pirate galaxy. (I spent ages trying to figure out if it was the correct company. before i wanted to submit my details)
Sign Up was easy, and once in, it became apparent that it was a system for pirate galaxy (The dot dialog Box)
Finding the (once again nicely located) forum link in game following it, and asking a question was answered with a nicely worded and informative reply from
Astraeus
English Community Manager
Which was great... until the reply to my ticket arrived in mail
Stating a issue (not working server for many hours) is "Low priority" and closing the ticket. This took away the positive attitude i had gained from "Astraeus" forum reply, and the one liner was a stark contrast.
In fairness, later i found a post explaining this behavior and it made more sense, but as a new player, wondering weather or not to invest my money in this great game, with no background with the game, or how the internal communication works, it was initially incredibly frustrating, if the server wasn't fixed almost immediately after i got the one line response, i can tell you now, i probably wouldn't have logged back onto the game, To be fair, i feel it would have been my loss, so im glad the server was restarted immediately after i received the 1 line help ticket response.
The second "Help error" i have found in my 5 days of play is when i get an error dialog box, it tells me to goto forums, and provides me with a helpful link, this link lead to the forum's as i anticipated, i searched the forum i landed in, to see if the issue was within the forum, it wasn't.
I proceeded to post my issue, in the forum i was linked to via the game clients error box.
Please bear in mind at this stage, that although i know of the ticket submitting process, i am following a game client dialogs instructions, the error box gives me specific information about the error, it was my firm belief, it was a known issue, probably caused by my hardware, as such, i assumed the "FAQ" for this specific error was probably located within the forums.
This resulted in a quick response which was polite, contained helpful information, followed by a statement indicating my post was in the wrong area.
This communication was then followed up by telling me i was breaking forum rules by multi posting identical issues. I obviously don't wont to post public details, if you wish i can privately give the communication.
This communication by a representative left me no wiser as to what i did wrong by following the link provided in the "Game client error dialog"
This communication left me feeling wrongly accused and judged.
Further research by myself, found that some time ago, the game had a forum based help system, this help system it appears was removed, I dont know if this was a week ago or 10 years ago, but i would have anticipated, your forum representative, instead of making accusations, would have followed up on what linked me to the incorrect area, I would have expected to be "helped/told" to inform you of the issue with the in game links.
All of this second issue would be fixed by changing the link address to your ticket system instead of the forum's, if the changeover is new, (forum to ticket) i would expect understanding or redirect links in the forum's, If the changeover is old, you simply appear to have missed some dialog box link's
So to recap
Great Game
Great Help system once all information is known
Easy useful links everywhere, some are just outdated.
Forum representatives should (in my view) attempt to ascertain an issue, and actually read a post, before accusing new members of things. I understand, many posts limited time. But if you don't read it properly, don't abuse and accuse members.
