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Thread: service and support

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  1. #1

    Red face service and support

    Im sitting here thinking that I have been off the wall for a couple of days trying to get someone to answer my concerns about the game......

    One thing I did not consider was that there are 500,000 people playing this game and not enough service and support personnel to answer all concerns....
    It must be very frustrating for admin and mods and devs to get a ton of reports and mail every minute or so from us.....I know what it is like to work with a backlog and Im betting that these people are working with one as well......

    So the one thing I want to do is apologize for all the posts Ive made in the forum about server being down and such......If Ive offended anyone or caused them to have a headache Im sorry......

    Im also thinking that this game has took off so well that many admin personnel were unprepared as well as tech support.....This again I understand has put a strain on the personnel who are working to improve the game......

    I personally didnt find out about this game until I saw the ad about a week ago and decided to check it out......I have played similar games and have quit them because i got bored with them.....this doesnt seem the case so far when I can actually play.....

    The point of this post is that players need to realize (myself included) that there are many of us and few of them.....

    Im not trying to cause a debate here.....I just wanted to acknowledge that I was expecting answers personally which I should have realized when I posted that I wouldnt get them because of so many players.....And that I did get an answer from admin in the form of the letter which everyone was asking for.....some kind of acknowledge that they are hearing us and receiving our msgs.....

  2. #2

    Default

    You are well spoken and cordial, so I'll reply likewise, and would like to point out an angle OUTSIDE of the one you provided.

    "There are 500,000 players"

    That statement is key. Why are there half a million people? BECAUSE THEY ALLOWED IT.

    They bought their hardware, so if they are the least competent they would have a rough knowledge of its capacity. Imagine TicketMaster selling 500,000 tickets to the SuperBowl when there are only 50,000 seats? Is it the fan's fault for "not understanding", or is it the fault of the people who ALLOWED that to happen? Their technical staff would know that Server 1 can handle X number of players, Server 2 can handle Y, etc. Once that number of people have logged on, they should have displayed a message saying something like "server full"... you know, just like opening night at a movie, or a great restaurant at Thanksgiving. But no, instead they greedily allowed people to keep piling and completely failed to protect the interests of the people who are already paying. If their tech support cannot handle the volume, it is a fault of their OWN making. They may or may not have expected the number of people wanting to join, but they have every ability to limit the amount of people signing up but they refused due to greed.

  3. #3

    Default

    yea your are also right...they do need to basically cap the servers so there is a limited amount of players on each server...however I do not feel this happened out of greed I feel that it could of been prevented but as was said they were not prepared for the popularity of the game and they may of pushed the advertisement to fast...

  4. #4

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    Quote Originally Posted by Morganna View Post
    yea your are also right...they do need to basically cap the servers so there is a limited amount of players on each server...however I do not feel this happened out of greed I feel that it could of been prevented but as was said they were not prepared for the popularity of the game and they may of pushed the advertisement to fast...
    There is one and only one reason why I feel it is no reason other than greed : They have NOT put in a limit to login-in's yet. Something like that is exceedingly straight forward to do. Had they the least bit of willingness, they don't need to wait til so many weeks of crashes, lag and people losing armies and resources and STILL have not done this very basic thing. If they aren't greedy the only other explanation is stupidity, and I don't think these people are that. Hell, show me the database tables and even a first year programmer can slap together a little screen saying : "Server Full" when a predetermined number of concurrent access is reached.

  5. #5
    Join Date
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    Default

    I think there are repercusions to capping a server and preventing people from playing a game, especially with the "free forever" slogan. I think this could cause a lot of players to think this was a closed game and leave. They probably should of had player limitations in place, like booting a player that is inactive for so long from the server (Even with long build times an active player usually performs at least 1 action every five minutes).

    This is no greed when it comes to an ongoing business. Businesses run on constant revenue and opportunities, which in turn gives back better products and services. So its a cycle. Not saying they don't want a profit. I wouldn't make this game for free. A greedy company would be one that just collects the money and packs up and leaves. A game like this could easily become a subscription rate (albeit maybe $3 a month max), but yet the opportunity to reach yoru goals can be done freely. I find that rare.

    Just give them time. Game is hot now and population is rising much quicker then they anticipated. In time I believe it'll probably level off some. Game is in early stages.

    BTW Morganna are you from NAFTA on S4?
    Last edited by chinothepony; 05-16-2009 at 05:51 PM.

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