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Thread: Two customer-killing issues that umge will NOT respond to

  1. #1

    Default Two customer-killing issues that umge will NOT respond to

    Yes, we have lag and crashes and bugs. But there are two critical issues that UMGE has steadfastedly refused to address. These are two of the biggest crisis facing this game today and a solution, or lack of, will either make it or break it.

    ONE :
    Mass loss of troops, resources and heroes whenever the server crashes. We know all servers will crash, thats just a fact of life. But the shoddy programming that led to people losing troops and resources essentially means that EVERY time you send a force out, specially on a long trip, you are playing Russian Roulette with the servers. The only lame response we have from Dawnseeker the admin is that "they are working on it". Folks, this has been happening since Server 1 was launched. But instead of focusing on this critical issue, they squandered their time screwing with medals and item drops, adding more servers piling in more people and lag, and now they are looking for a "queen" and talking about Age 2.

    Why the development team hasn't dropped EVERYTHING to address this critical issue? Fix Age 1 before you go mess with Age 2!
    Why is this still happening after so many weeks?
    Why is there no communication other than "we are aware of the problem"?


    TWO :
    ABYSSMAL CUSTOMER SUPPORT. Its bad enough that people lose the cents or packages they paid for, its bad enough that unstable servers routinely cause people's armies and heroes to vanish, but to have customer support COMPLETELY ignore every email, bug report and forum report is simply outrageous. How many people do you know have gotten their items or troops restored? What sort of professionalism is it that they don't even bother saying "No we will not restore stuff you lost due to our server fault"? Do you know they have a LiveChat page? I was there as "Position 1 of 1" for 2 hours. There is nobody there, but they DO suggest that you click on the ads banner while you wait. Can you say "scam"?

    Why is there NO official statement clarifying whether they will or will not restore lost cents, packages and troops?
    Why do customer support ignore technical issues, but happily respond within 15 minutes when you have a question asking about paying for cents?
    What is the point of having a forum sticky post on the bug report section asking people to list the stuff they lost when it is clear that it is simply a trash bin for complaints?
    Last edited by fbkiller; 05-17-2009 at 07:37 PM.

  2. #2

    Default

    And I thought that Conquer Online support was worse...
    http://i186.photobucket.com/albums/x84/doomuser5/4horsemen.gif

  3. #3
    Join Date
    Apr 2009
    Location
    USA upper-left coast
    Posts
    21

    Default

    Why do they do this? As I've said before, they simply have not bothered to think through their product. They "throw garbage over the wall" as we say in the business. In their recent email to all users, they flatly admitted that they didn't plan for the volume level they got, accepted it anyway, and have chosen not to address the problem in a timely fashion.

    By my standards, they don't know how ot design a total product or a business plan. I realize that other people are still enjoying this game. I left. Despite encouragement from several people, I have not applied for a position with this outfit. If they treat their customer base this way, how badly would they treat their employees? I'm not about to take the chance.

  4. #4

    Default

    I'm looking on the bright side.

    if enough people like you get fed up with it and leave, then the lag won't be so bad and the rest of us can have some fun without overworking the devs.

    Later, dude!!!

  5. #5

    Default Make that three

    Quote Originally Posted by fbkiller View Post
    Yes, we have lag and crashes and bugs. But there are two critical issues that UMGE has steadfastedly refused to address. These are two of the biggest crisis facing this game today and a solution, or lack of, will either make it or break it.

    ONE :
    Mass loss of troops, resources and heroes whenever the server crashes. We know all servers will crash, thats just a fact of life. But the shoddy programming that led to people losing troops and resources essentially means that EVERY time you send a force out, specially on a long trip, you are playing Russian Roulette with the servers. The only lame response we have from Dawnseeker the admin is that "they are working on it". Folks, this has been happening since Server 1 was launched. But instead of focusing on this critical issue, they squandered their time screwing with medals and item drops, adding more servers piling in more people and lag, and now they are looking for a "queen" and talking about Age 2.

    Why the development team hasn't dropped EVERYTHING to address this critical issue? Fix Age 1 before you go mess with Age 2!
    Why is this still happening after so many weeks?
    Why is there no communication other than "we are aware of the problem"?


    TWO :
    ABYSSMAL CUSTOMER SUPPORT. Its bad enough that people lose the cents or packages they paid for, its bad enough that unstable servers routinely cause people's armies and heroes to vanish, but to have customer support COMPLETELY ignore every email, bug report and forum report is simply outrageous. How many people do you know have gotten their items or troops restored? What sort of professionalism is it that they don't even bother saying "No we will not restore stuff you lost due to our server fault"? Do you know they have a LiveChat page? I was there as "Position 1 of 1" for 2 hours. There is nobody there, but they DO suggest that you click on the ads banner while you wait. Can you say "scam"?

    Why is there NO official statement clarifying whether they will or will not restore lost cents, packages and troops?
    Why do customer support ignore technical issues, but happily respond within 15 minutes when you have a question asking about paying for cents?
    What is the point of having a forum sticky post on the bug report section asking people to list the stuff they lost when it is clear that it is simply a trash bin for complaints?
    Number three will be the unabashed farming of smaller cities by larger ones. It seems that no one can build up enough defenses in the given amount of time to stave off the inevitable plundering. My suggestion is to make it more profitable and somewhat easier to plunder NPC's. Until then, IMO people will grow tired of the not being able to stop the attacks.

  6. #6
    Join Date
    May 2009
    Location
    new zealand
    Posts
    3

    Default

    I just lost 200k lumber 50k gold and a heap of troops during the last server update or what ever it is they like to call it. I'm just thankful that I wasn't stupid enough to pay for anything yet. I'll stay for another few days but if it happens again I have a suspiscion I too will be joining the great exodus.

    GREYBARD

  7. #7
    Join Date
    Apr 2009
    Location
    IN YOUR DREAMS
    Posts
    2,303

    Default

    Quote Originally Posted by Father Beast View Post
    I'm looking on the bright side.

    if enough people like you get fed up with it and leave, then the lag won't be so bad and the rest of us can have some fun without overworking the devs.

    Later, dude!!!
    Omg! You meanie!

  8. #8

    Default

    Quote Originally Posted by fbkiller View Post
    Yes, we have lag and crashes and bugs. But there are two critical issues that UMGE has steadfastedly refused to address. These are two of the biggest crisis facing this game today and a solution, or lack of, will either make it or break it.

    ONE :
    Mass loss of troops, resources and heroes whenever the server crashes. We know all servers will crash, thats just a fact of life. But the shoddy programming that led to people losing troops and resources essentially means that EVERY time you send a force out, specially on a long trip, you are playing Russian Roulette with the servers. The only lame response we have from Dawnseeker the admin is that "they are working on it". Folks, this has been happening since Server 1 was launched. But instead of focusing on this critical issue, they squandered their time screwing with medals and item drops, adding more servers piling in more people and lag, and now they are looking for a "queen" and talking about Age 2.

    Why the development team hasn't dropped EVERYTHING to address this critical issue? Fix Age 1 before you go mess with Age 2!
    Why is this still happening after so many weeks?
    Why is there no communication other than "we are aware of the problem"?


    TWO :
    ABYSSMAL CUSTOMER SUPPORT. Its bad enough that people lose the cents or packages they paid for, its bad enough that unstable servers routinely cause people's armies and heroes to vanish, but to have customer support COMPLETELY ignore every email, bug report and forum report is simply outrageous. How many people do you know have gotten their items or troops restored? What sort of professionalism is it that they don't even bother saying "No we will not restore stuff you lost due to our server fault"? Do you know they have a LiveChat page? I was there as "Position 1 of 1" for 2 hours. There is nobody there, but they DO suggest that you click on the ads banner while you wait. Can you say "scam"?

    Why is there NO official statement clarifying whether they will or will not restore lost cents, packages and troops?
    Why do customer support ignore technical issues, but happily respond within 15 minutes when you have a question asking about paying for cents?
    What is the point of having a forum sticky post on the bug report section asking people to list the stuff they lost when it is clear that it is simply a trash bin for complaints?
    Yup.... people are leaving this game like flies because of these issues plus a couple more... Our once number 1 ranked alliance is now down to 35 players. My main city is surrounded, I mean surrounded by 100's of abandoned accounts... Since my 3 cities are close together and I can't move them elsewhere and be close together I don't think I'll stick around. I'm tired of having to march 2hrs to attack something.

  9. #9

    Default

    Quote Originally Posted by Father Beast View Post
    I'm looking on the bright side.

    if enough people like you get fed up with it and leave, then the lag won't be so bad and the rest of us can have some fun without overworking the devs.

    Later, dude!!!
    Your going to wake up one morning, with 0 resources, army and your cities reset.

  10. #10

    Default

    Quote Originally Posted by rhugga View Post
    Since my 3 cities are close together and I can't move them elsewhere and be close together I don't think I'll stick around. I'm tired of having to march 2hrs to attack something.
    So build/conquer a fourth city.

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