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Thread: New Feedback System -Feedback

  1. #11
    Join Date
    Sep 2010
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    Hacking the Gibson
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    Quote Originally Posted by Rota View Post
    Players can comment replies here, too. Please stop pushing everyone into this new site. These forums are capable and efficient, yet you seem to be making every effort to NOT use them. Most of your replies have just been telling people to go to your new toy... the feedback site. Why not answer people here? Must we go to the feedback site to merit your attention?

    I can't post at the new feedback site, because I don't facebook or twit.
    I did leave my feedback in your other version of this thread. Go read it there.
    To address this.

    You do not need facebook to login, you can use a getsatisfaction log in, it is one of the options. This system is still in testing, and if it proves to be effective we will try and use your forum login as a single sign on to that site.

    This new system makes it much easier for grouping discussions on issues as well as allowing players to vote on ideas. This makes it much easier to quantify what the players actually want, then just via the forums where there might be 10 different posts on the same idea. It also makes it easier for us to comment and make constructive criticisms of ideas.

    It is still under testing, and if you look hard enough we have already leaked some information onto that forum. IE when the next server merge will be, as well as a potential change to the avatar system.

    As for pushing people there, submitting ideas to me will go no where as well as submitting ideas in the wrong forum. I am not a dev, I am a Lead in the Customer Service Department with the Ear of the Manager. Consider me the Special Forces of Customer Service. We have not posted in idea threads in the game suggestion forum to move the threads to the new system, I have only commented about it in this thread as it was posted in the wrong place. We monitor the game idea forums, as well as the game suggestions submitted via the help system ( soon game suggestions will not be accepted there.) We just think that this new system will be much more effective so we are testing it and monitoring it.

    I am not hear to argue with anyone, I am here to help improve the customer experience. If you do not want us to try and find way to interact better, or to improve the game you can be a hater, there is always that small percentage that is unhappy. You can give those people a pony and they are still upset because they think they should have gotten a bigger or different colored pony.

    -Thantium

    FYI I want a Purple Pony!

  2. #12

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    Uh Oh Thantium and all, a word of advice that's good for anyone involved in customer service and that's to develop a thick skin and and a kill with kindness instinct. I've seen many Reps here both company and volunteer flame out with the often harsh feedback of the forum warriors.

    Open a bottle of cyber wine with some of the experienced mods and chat, umm, that sounds good actually, but still one more day until Friday (for Texas anyway).
    Lady Amikee
    Retired-Just Observing Now

  3. #13
    Join Date
    Sep 2010
    Location
    Hacking the Gibson
    Posts
    179

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    Quote Originally Posted by Amikee View Post
    Uh Oh Thantium and all, a word of advice that's good for anyone involved in customer service and that's to develop a thick skin and and a kill with kindness instinct. I've seen many Reps here both company and volunteer flame out with the often harsh feedback of the forum warriors.

    Open a bottle of cyber wine with some of the experienced mods and chat, umm, that sounds good actually, but still one more day until Friday (for Texas anyway).
    Hence the problem with the Internets, I was smiling when I wrote that, and I did not mean it maliciously, I have worked in various aspects of CS for years, in and out of the game industry. I also have moderated numerous forums both in the game industry and outside.

    Ironically I am wearing a T-shirt that says kill them with kindness right now!!!! HAHAHAHA

  4. #14

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    Quote Originally Posted by Thantium View Post
    I am not hear to argue with anyone, I am here to help improve the customer experience. If you do not want us to try and find way to interact better, or to improve the game you can be a hater, there is always that small percentage that is unhappy. You can give those people a pony and they are still upset because they think they should have gotten a bigger or different colored pony.
    The thing is, we've heard this song and dance from your company before. The whole helpspot thing / "pursuit of player happiness" was the last incarnation of this same words-without-real-action, at least as far as Customer Service.

    As I said in your other thread, which you never addressed, btw, your company has an absolutely horrid technical support staff. That falls under the umbrella of "Customer Service". You continue to have sporadic issues with connecting customers to game servers that are absolutely 100% not the customer's problem, but you tell the customers to delete their cache and cookies and if that doesn't work you tell them to go figure out their own problem, when the problem is really within your network / server infrastructure.

    Example of this problem: Customer is presented with the login page by going directly to the server URL and enters their information CORRECTLY, the page displays the spinning globe for a moment, then displays a network connection error message back to the customer. If someone else in that person's alliance on the server looks at the last login time, the customer having the problem will be shown to have just logged in. This means that your authentication servers got the data properly and authenticated the customer, but when your infrastructure then attempted to pass their connection to the desired game server, something went wrong.

    Having a customer delete their cache and cookies will never fix this issue, as it's something sporadically malfunctioning once the traffic has entered either your network or your colocation provider's network. It's up to you to sort out this kind of issue, not blame it on the customer.

    Frankly, the only thing your company has done in quite a while from a Customer Service standpoint that merits any kind of praise is making Holiday mode engage with incoming attacks so that persistent "griefing" attacks on players don't hold them hostage if they need to take a holiday. This, however, was not purely altruistic, because the holiday blocking tactic also meant that people were denying your company the possibility of making additional money.

    That single change took an effort from us customers for 8 months or so just to get through to you all how big of a deal it was to fix it. Therin lies the problem - your company's insincere "sincerity" for wanting / listening to customer feedback.

    People voicing their opinions on some new shiny toy doesn't make them any different than if they're voiced here. We've voiced them here for quite a while, but almost nothing has changed.

    So, that's my feedback. If you don't like it, then attempt to change my mind. I'll give you a hint: Telling me I'm making "false statements" will not change my mind.

  5. #15

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    OMG!
    Epic post deleted just as I was about to hit send. I am NOT re-typing that. The bottom line is this...

    The new site requires we sign up with a third party site in order to participate. If we don't know or trust those sites, and do not wish our info to be on yet another spam list, then our thoughts are not welcome in the new Evony community.

    You are creating a new Evony forum that merits your attention. You seem to be letting the old one fade into oblivion?
    Please tell me now, rather than waiting 4 months to tell us. I want to know if players like me are no longer welcome, so I can log out.

    The success so far is NOT because of the new forum. It's because you are allowed to communicate far more than Dawn was ever allowed to. You could have put the same effort here, and had even more success.
    If improving communication was your intent, you could have spent all that effort improving the forums, rather than building a whole new Evony community.


    Instead of asking for a new pink pony full of social media darlings, you could just play with the reliable, beige pony you already own.
    Last edited by Rota; 12-02-2010 at 08:20 PM.
    Quote Originally Posted by Lazzzzzzzzalicious! View Post
    i started to read this and agree with everything rota says. if people just listened to him the forums would be a better place.
    Quote Originally Posted by Dawnseeker View Post
    Rota is correct.

    I don't even understand the question.

  6. #16

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    First off: ROTA we "love you man!" don't ever leave until the party is done and lights out

    Secondly: I'm not a huge fan of BB's for customer service either so I can see the allure of something meant for CS like Get Satisfaction.

    Thirdly: Correct me if I'm wrong but seems from the past that Customer Service is not empowered by Evony to make game changes. Not like the Sales Clerk that can give you a discount on an item at the store. Game changes have to be coded right? And across multiple Age I or Age II servers?

    So I can see the expectations from both sides. However another challenge for CS is years (almost) of really bad PR and CS snafus and weird game change implemintation from the big "E".

    New players won't understand but us old timers still have the memories of the various epic "ouches" that have occurred.

    Evony still has some big demons to fight such as multi-accounters, program runners and zombie cities. I wish you well.
    Lady Amikee
    Retired-Just Observing Now

  7. #17

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    Quote Originally Posted by Amikee View Post
    Secondly: I'm not a huge fan of BB's for customer service either so I can see the allure of something meant for CS like Get Satisfaction.

    Thirdly: Correct me if I'm wrong but seems from the past that Customer Service is not empowered by Evony to make game changes.
    The devil is in the details, specifically what was said in the post in the Evony-News / Game section that we mere customers can't post in:

    Quote Originally Posted by Thantium View Post
    This is not a replacement for customer service issues, and we will moderate out all issues that should be submitted to the current help system.
    So, all the talk about CS issues here seems to be much ado about something that has already been stated that won't be changing.

    What it seems like is this is a move to shut down the suggestions area, nothing more, nothing less...

    It would seem that they're doing this to remove "pesky" repeat suggestions...

    Quote Originally Posted by Thantium View Post
    In order to use this system you can enter in a fame idea or suggestion, the system will check to see if it has already been entered and you will then be able to finish the suggestion or vote and or comment on suggestions that other players have made. You can also just log in and vote or comment on suggestions from other players.
    Based on the track record and these quotes, I don't have high expectations. It's almost no real consequence though, as suggestions from players are not implemented very often.

    So, it really boils down to moving a source of irritation (the suggestions area) from one place to another, where the other would seem to have the potential of stricter control. They could've done the same thing here by moderating it even more heavily than it already is, but I'd just let them run with it. It's not like it's going to either harm or improve things, as like I said, suggestions are not implemented very often.

  8. #18

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    I have been reading some of your replies on the site, Thantium.
    I must say that I am SHOCKED at the naivete of some of your replies.

    I certainly hope people there are taking your responses with a grain of salt. You have implied a few commitments(I would say promise, but that may be too strong of a word). Commitments that any regular forum member knows you can't keep. You should run all your responses past Dawn, before posting them. I fear you might be overstepping your bounds sometimes, unless you have VASTLY more influence on the devs than Dawn ever had.

    BTW: The players will not take your posts with a grain of salt. I can tell you that some people have inferred your words as promises etched in stone. People hear what they want to hear. In a month or two, when your words don't come to fruition, they are going to start getting upset.


    Evony tried to do an exclusive deal with a third party site, before... moneybookers.
    When the MB deal was first announced, I said Evony would regret it. After more than a few bugs and problems and issues with MB, I'm sure Evony has had some regrets. Evony will regret this relationship with getsatisfaction,com in the future, it's only a matter of time.

    I am looking for a local choreographer to help me come up with a new "I told you so" dance.
    I have a feeling I will need it, soon.
    Quote Originally Posted by Lazzzzzzzzalicious! View Post
    i started to read this and agree with everything rota says. if people just listened to him the forums would be a better place.
    Quote Originally Posted by Dawnseeker View Post
    Rota is correct.

    I don't even understand the question.

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