7 replies to this topic

[NTSB]

Hi

 

I have 1 time-matter ticket but GM come to reply 1 time a day. He declined to give me support because he said it is not server problem but I shown him the previous 2 cases which 2 different GMs gave me a support and the reason that it is a server problem which is not player fault. He seemed upset and disappeared for 3 days already. I asked him is there any update but no one reply my ticket.

 

Is there a way to request to change supporting GM?

Edited by NTSB, 15 July 2022 - 07:34 PM.

[NTSB]

Still no reply or any response from WP staff. If CM Mayari was here, she would come and handle on day 1. How difference.

[therevengeofnico]

Are you able to disclose the issue?

[NTSB]

I dont think I should tell you a detail of my case. There is a forum policy. Otherwise CM will come, remove this thread and ask me to go reply my ticket in ticket system.

 

But I think we can complain or discuss about ticket system and GM works. I created new ticket ask to change GM due to above reasons. New GM came and ask me to wait until that GM is available. He also told me not to create multiple tickets which I didnt. I created new ticket with a totally different purpose. It is to complain and ask to change GM. This is because they have no feedback system. If I dont create new, how can they know this issue? that GM will keep this issue secret and close the ticket. I also asked him to bring this issue to discuss with their higher level to improve their service, else they will work with no standard like this and keep replying ticket 1 time a day.

 

I still dont believe this is how they work in a game company in America. For players, this is only a game but for them, it is their work. Take it as a work and dont take it personally.

 

 

 

After 5 days he came and replied.1st he said it was not a server problem. Later he admitted it was a server problem but he asked me to create another ticket to bug reporting team. He still refused to give support and said it was also human error. I told him Human error did not cause server bug not to show player name but he still refused. I asked him 3 times to change supporting GM but he also refused.

 

 

 

This is known issue which means you already had ticket and you didnt fix it. I had 2 similar tickets within 3 years because of this server issue. It is your internal process to coordinate with your team. Why player need to go through every steps again? submit new screenshot, explain everything. I can close that ticket but his boss will now know what has he done. Disappear 5 days, didnt test it thoroughly and said it was not server problem. Keep holding this ticket and keep changing subject.

 

Should not some GM or CM come to handle this before it goes too far?

Edited by NTSB, 19 July 2022 - 06:31 AM.

[Campitor]

I am pinging the GM team.

[NTSB]

I am pinging the GM team.

 

Thank you Campitor. Can I message you to give you a detail of this case for more understanding.

[Campitor]

Thank you Campitor. Can I message you to give you a detail of this case for more understanding.

Yes.

[awesomegeek]

I remember my issue with Oblivion Curse awhile back. First GM gave all he could.. logged into my character and did the testing himself to confirm it. At the end he escalated the matter to a game specialist.


I made another ticket with the same issue a year later (yes it didn't get resolved) and then the GM that handled the ticket this time straight just said "We confirm this is intended". That's all he said. No explanation whatsoever. Talk about giving so much effort.

Moral of the story is. Not every GM in support will treat you the same. Some don't give a F.. some are diligently doing their job.

About the whole Oblivion Curse issue. It got resolved i guess through the release of the jRO item consumable Serum. Now that GX Poisons are turniing into buffs instead of debuff soon.. everything settled down on their own.