Curse

MSecorsky · Aug 19, 2005, 08:23 PM // 20:23

Gaile, while you're here, any idea why the guild name "Guild Medieval" would fail the censor test? Just curious, no request to change anything at this time...

DarkWasp · Aug 19, 2005, 08:25 PM // 20:25

This here is living proof of how good the support is.

I cant name another game that gets this much spoken attention from the workers themselfs.

Still makes me wonder why the Underworld bug still exists. I'm sure that has been reported. I'd bet it is on todo list though.

Gaile Gray · Aug 19, 2005, 08:29 PM // 20:29

Quote:

Originally Posted by MSecorsky

Gaile, while you're here, any idea why the guild name "Guild Medieval" would fail the censor test? Just curious, no request to change anything at this time...

No idea! I will put this on my "to look at" list as well, but it'll be a while until we can examine it and make changes. I can't even think of that letter combination being a problem in any language, but maybe someone else will have a thought on that. Sorry for the inconvenience!

Quote:

Originally Posted by DarkWasp

This here is living proof of how good the support is. I cant name another game that gets this much spoken attention from the workers themselfs.

Thanks, that's very kind.

Quote:

Still makes me wonder why the Underworld bug still exists. I'm sure that has been reported. I'd bet it is on todo list though.

Do you mean soloing of UW with Monks? Yes, we're aware of it. If you mean something else, do tell and I'll check!

MSecorsky · Aug 19, 2005, 08:31 PM // 20:31

Quote:

Originally Posted by Gaile Gray

No idea! I will put this on my "to look at" list as well, but it'll be a while until we can examine it and make changes.

I can't even think of that letter combination being a problem in any language, but maybe someone else will have a thought on that. Sorry for the inconvenience!

Not a worry, and no hurry. Thanks!

Keep up the excellent work!

DarkWasp · Aug 19, 2005, 08:39 PM // 20:39

Quote:

Originally Posted by Gaile Gray

Do you mean soloing of UW with Monks? Yes, we're aware of it. If you mean something else, do tell and I'll check!

I'll try this again. (Database error last time I tried to respond)

There is a bug in the Underworld that prevents the doors from opening on the first quest.

I think it may have to do with killing enemys through the door with firestorm and skills like that. However, I dont see using firestorm through a door as much of a problem. But, even after that, the doors still should open after all the Grasping Darknesses are destroyed.

curserwigger · Aug 19, 2005, 08:42 PM // 20:42

Quote:

Originally Posted by Gaile Gray

Do you mean soloing of UW with Monks? Yes, we're aware of it. If you mean something else, do tell and I'll check!

I am not sure why soloing the UW with a monk is considered a bug...Does that mean that very soon this won't be possible anymore?

DarkWasp · Aug 19, 2005, 08:48 PM // 20:48

Quote:

Originally Posted by curserwigger

I am not sure why soloing the UW with a monk is considered a bug...Does that mean that very soon this won't be possible anymore?

The frog said something about the invincible monks not being invincible soon.

http://www.guildwarsguru.com/forum/s...ad.php?t=48689

Gaile Gray · Aug 19, 2005, 09:14 PM // 21:14

Quote:

Originally Posted by curserwigger

I am not sure why soloing the UW with a monk is considered a bug...Does that mean that very soon this won't be possible anymore?

Oh, no, you are correct! It is not a bug, but it's being reported as such. Agree, it's not a bug.

Quote:

Originally Posted by DarkWasp

I'll try this again. (Database error last time I tried to respond) There is a bug in the Underworld that prevents the doors from opening on the first quest. I think it may have to do with killing enemys through the door with firestorm and skills like that. However, I dont see using firestorm through a door as much of a problem. But, even after that, the doors still should open after all the Grasping Darknesses are destroyed.

Ok, thanks! That helps me, as I wasn't sure which you were writing about. I'll double check that's on the list.

Lasareth · Aug 19, 2005, 09:18 PM // 21:18

I've had this bug. It's always caused by one of the group of 4 grasping darknesses spawning behind the door, and not in front of it.

Gaile Gray · Aug 19, 2005, 09:36 PM // 21:36

Quote:

Originally Posted by Lasareth

I've had this bug. It's always caused by one of the group of 4 grasping darknesses spawning behind the door, and not in front of it.

I wonder -- have any of you reported through support.guildwars.com? I just checked internally and they said that would be the best way to submit it. Thanks if you have, or if you do.

Dame&Beast · Aug 19, 2005, 09:40 PM // 21:40

*tips her hat to Gaile~~

Thank you for taking the time to speak with everyone... There is not another game that puts this much effort and thought into keeping members happy....

DarkWasp · Aug 19, 2005, 09:45 PM // 21:45

Well, no. Honestly I did not report it. Because at the time I ran across the bug, some one in my group mention he/she had reported it. Now I am not so sure if that is true.

I'll keep in mind, next bug I find. The suport is rather easy to use. And since there is no custom mapping or modeling for this game, there is only a few ways to be constructive.

And some of you may love how much I love being constructive.

EDIT: And in all of my constructivity, I just burned my pizza.

Dame&Beast · Aug 19, 2005, 09:56 PM // 21:56

Dont feel bad Dark, I just burned my roast....My house smells like I burned a cow with its fur still on

ratatass · Aug 20, 2005, 02:00 AM // 02:00

They are good!

I bet i reported a bug every 30 min after release the first 12 hours. And as you can remember the amount of new builds were enormous. Bugs were fixed at once, except the flying circus henchies that lasted a while.

I emailed Gaile TWICE and got a response back within 6 hours, both times taking care of my issue. Very good Gaile!

Anet is doing great I think on the support issue. If thye only would pick up the balance wand and fix PvP - things would be wonderful!

Ratatass

DarkWasp · Aug 20, 2005, 05:29 AM // 05:29

Its to bad its not as easy as /bug was. So I figure I'll gather a list of bugs and report them all at once.

Starting with the unreachable chest I found today hehe.

Ashley Twig · Sep 07, 2005, 06:06 AM // 06:06

Quote:

Originally Posted by Gaile Gray

...and out of respect for him, I will do so.

You respect me? Wow, you sure sound different in your PMs.

Quote:

Originally Posted by Gaile Gray

As it turns out, though, it is not an easy change to make because it involves global reimplementation of the filter list, and any changes involve six (and growing) languages.

Let's assume I believe this, which I have to for I don't know better:
Who designed this?
And what does 'global reimpelemntation' mean? Is the list actually on my computer and would be downloaded again on an update if the change would be made?

Quote:

Originally Posted by Gaile Gray

And let's be honest, if I had asked it, I would have been denied the request! "We're working on a major update, and you want us to what?

Ah, so you now know about how the list works, and you gained that knowledge without asking for the change?
In your PMs you gave me the impression that you did ask for the request.

Quote:

Originally Posted by Gaile Gray

I have answered many of them and I really felt that I was being exceptionally accommodating for messages about a personal request from a single player.

First of all, YOU didn't answer a single support-ticket I put on.
You answered my PMs but only after I put some preasure on you.
That's not what I would call 'exceptionally accommodating', but that's my point of view.
If I hadn't kept asking, my guess is, that I'd still be waiting for 'a few days' to pass by.

Quote:

Originally Posted by Gaile Gray

I tried but apparently failed to communicate that to the OP.

You still don't get it, do you?
The majority about my PMs were about the fact, that you promised something before knowing how much work it would be, and that you didn't keep your promise.
They were about you, not replying to my PMs and if you did, the response was dismissive.
Let me remind you:
first: a few days.
then: a bit more time
then: in the near future
then: elected against it.
Those answers were given to me by you over the period of some weeks.

Quote:

Originally Posted by Gaile Gray

I believe that focusing on global changes that benefit all players is the correct choice,

Removing a term from a block list that shouldn't be on it, IS something that would benefit all players.

Quote:

Originally Posted by Gaile Gray

I hope that this satisfies the matter fully, and am hopeful that everyone will see that this was handled as fairly and appropriately as possible.

Appropriately?
My request is how old? 2 months?
My support tickets were answered by how many different supporters?
I think I counted 5, maybe more.

This is not exactly an example of good support.

If you had come up with your polished explanations that you posted here within 1 week after you promised to help, you could've saved yourself, me and others quite a lot of time and distress.
But it took you 2 months and a lot of preasure from my PMs to you, to come up with that.

I don't measure the quality of support by saying: if they help me it's good, if they don't it's bad.
I meassure it by speed and plausibility etc.
Neither have the first replys to my request been fast nor plausible or understandable.

This is, what this thread is about.

I post an "error=40" support-request, again I get 5 or more different people answering the request in 2 different languages.

Each time I reply, somebody new has to read the whole request (that's why most supporters don't read the whole thing and make up some non-problem-related reply)

So in the end I get: "error=40 is network related". Uhhhh, surprise.

If you want to improve support, make sure that each ticket is, answered by the same person, unless that person is on vacation, sick or dead e.g.
That way, the person will know, what the ticket is about, and won't have to re-read it again and again.

Another example?
I requested support to delete my support-account.
What do they reply?
"We can't delete your account or reset your CD-key."
They're obviously talking about the GAME-account, when my initial request was 'Please delete my SUPPORT-account'

This is how good support is, and that's why I requested my support-account to be deleted.
It's useless, because if you don't get support, why have a support-account?

And don't tell me that the support-account is directly connected with the game-account.
That would be ridiculous.

Numa Pompilius · Sep 07, 2005, 08:31 AM // 08:31

Ashley Twig: you obviously have some personal beef with the guild wars support, why not take it to email and KEEP IT THERE?

Brannor · Sep 07, 2005, 09:08 AM // 09:08

Quote:

Originally Posted by Ashley Twig

NOT?

I'm wondering how people like the support, the GW-support team is giving us?
And I don't mean the regular and free updates we get, which I really appreciate.

I mean: How does support answer to your problems? Do they solve them? Do they read your requests carefully? Do they understand what you want? Are they quick, reliable?

I have had a lot of contact with several supporters of all kinds of companies over the past years and all I can say is: seen one, seen'em all.

Do you mean on thier HP or ingame using /bug?
Remember how many people play GW and how many bugs are getting sent.
You will hardly ever get a reply unless the devs want specific info from you.
In cases of names it would take longer to reply to you then it might be to fix the problem.
And in case of a well known bug, doubt they will spend the time replying to everyone with 'thanks but known'.

Quote:

I have about 6 requests so far, including characters getting stuck somewhere,

Happend once to me, probably hard to reproduce.

Quote:

enemies doing hyperspace jumps (one moment 50 meters in the distance, the next already behind you),

Probably lag issues.
I have had my char attack a monster in meele even though it was rendered 20m away. Is it a bug? yeah. Does it hurt? nope.

Quote:

one open request about abusive names,

Like I said above. Answering would take longer then changing the name.

Quote:

and so far none of my problems that I encountered in the game have been solved.

Probably because they cannot fix it (lag issues) or it is not worth mentioning.

Quote:

What I really don't like (and that addresses almost any support-team I got into contact with) is the wide spread "Don't call us, we'll call you" mentality.

You report abusive names, you make suggestions, you file in errors and what do you usually get:

"If we don't hear from you in the next 72 hours we'll assume the call to be closed"

I know that they keep telling you that a "closed call" doesn't mean it's no longer researched, but recently, I got doubts.

What is your experience?

Please keep in mind that work costs money.
I have sent in bugs for countless games and never heard a thanks or whatever and to be honest I am fine with it because satifying my need for attention deprives the project of precious time.

Not to mention the GW team has shown some of the greatest support I have EVER seen!

WOW, you even got a dev to reply to your post.
I envy you!

@Ratatass:
'except the flying circus henchies that lasted a while'
Would dead & floating enemies count as well?
Outside of copperhead mines.btw

@Word-blocking:
As long as it is not as bad as WoWs word filter where the german word 'bitte' (please) was blocked.

Aria · Sep 07, 2005, 09:35 AM // 09:35

Gaile Gray is the community relations manager. Customer support is customer support. These two are not the same -- by far. In this case and from what you've said, Ashley, Gaile has indeed been very accommodating in answering your PMs repeatedly on top of her numerous other responsibilities. I'm sorry that you feel slighted by the efforts of Guild Wars support, but launching a public denouncement of both Gaile and of support will neither help nor further your case. Unfortunately, since this thread will go nowhere, I am going to close it.

If anyone wishes to reopen the thread for a constructive discussion on how Guild Wars support differs from that of other games, etc, please PM me and I will let you know.

Thank you,
Aria