Why must the final resolution be kept secret? We all have a right to know!

[groovy shags]

Originally Posted by andy2
The point of my post was to ask Gree for a resolution on my issue and I do not have one yet, so I would appreciate it if you keep the thread open until we actually get it fixed.

Response from Bolt, then locked all threads
Any further correspondence to find a resolution needs to remain between you and support, the forum does not factor into this equation at all. As you can clearly see with bam bam's post above, this kind of thread is a spectacle and a distraction. Please do not open more threads on the subject.

GREE, please explain to the community why this must be kept secret from the community! All players deserve to know how these issues are resolved! Stop treating your players like meaningless subjects under your control! This is not 1939 Germany here! If players felt like they were going to get treated fairly, perhaps you would boost your revenues once again! Your company constantly releases flawed events, knowing they are flawed prior to the release, then use the same boiler plate apology responses every cycle! Never letting anyone know what your plans are to fix them. Or when they will be fixed! Start taking responsibility for your actions, and lack there of! Those players that spend their money on this game certainly deserve way better than what you give them! Even though you know they simply can't help themselves.

Hands up, don't tap!
I can't tap!
Tappers lives matter!

[DEWIN NUTTIN]

Originally Posted by andy2 The point of my post was to ask Gree for a resolution on my issue and I do not have one yet, so I would appreciate it if you keep the thread open until we actually get it fixed.Response from Bolt, then locked all threadsAny further correspondence to find a resolution needs to remain between you and support, the forum does not factor into this equation at all. As you can clearly see with bam bam's post above, this kind of thread is a spectacle and a distraction. Please do not open more threads on the subject.GREE, please explain to the community why this must be kept secret from the community! All players deserve to know how these issues are resolved! Stop treating your players like meaningless subjects under your control! This is not 1939 Germany here! If players felt like they were going to get treated fairly, perhaps you would boost your revenues once again! Your company constantly releases flawed events, knowing they are flawed prior to the release, then use the same boiler plate apology responses every cycle! Never letting anyone know what your plans are to fix them. Or when they will be fixed! Start taking responsibility for your actions, and lack there of! Those players that spend their money on this game certainly deserve way better than what you give them! Even though you know they simply can't help themselves. Hands up, don't tap!I can't tap!Tappers lives matter!Delicious, ever so intelligent and insightful, so unselfish, so caring, may whatever DEITY in which you believe (even if its just you) bless and keep you. You inspire me to DEW more NUTTIN. Thank you.

[J-manKometh96]

I wanted to reply to both of the previously locked threads, but never had the chance. Bolt, your fear of it becoming a spectacle is a bit exaggerated. Yes, I saw the comment Bam made, but the only anticipation was of the show GREE would put on in trying to explain. That damn well applies to any topic we hear from GREE anymore, because quite honestly, 99% of the time it's a crock of spit we are delivered. If you do not wish to discuss the topic publicly, that's your choice and right. But please do not silence anyone for discussing what resolution, if any, they receive for issues that do affect others. You wouldn't want the entire community, nor several large entities that act as middle men between GREE and its paying customers, to think you have something to hide, do you?

[Bolt]

GREE, please explain to the community why this must be kept secret from the community! All players deserve to know how these issues are resolved! Stop treating your players like meaningless subjects under your control! This is not 1939 Germany here! If players felt like they were going to get treated fairly, perhaps you would boost your revenues once again! Your company constantly releases flawed events, knowing they are flawed prior to the release, then use the same boiler plate apology responses every cycle! Never letting anyone know what your plans are to fix them. Or when they will be fixed! Start taking responsibility for your actions, and lack there of! Those players that spend their money on this game certainly deserve way better than what you give them! Even though you know they simply can't help themselves.


If you have criticisms or complaints about the game or events then you are at complete liberty to bring them up, take a look around and you will see that there is zero censorship about any such topic. We acknowledge 100% that we need to do better about releasing bug free events. There is much work being done in fixing existing bugs; I am looking forward to sharing more details as I get updates about when these fixes will go live.

It is very important that conversations between you and the support staff remain private. Players correctly expect that GREE will not post, reference or allude to their support conversations here on the forum; the support staff expects the same from players.

Clementine, Relic and I have made it a habit to assist players when they feel that their support ticket has fallen through the cracks. We are glad to help by forwarding requests but this potentially has led some to confuse what role we play in resolving a support ticket. To reiterate, all we do is ask a support agent to look at a ticket, we have no influence or say in how said ticket is resolved, and by extension, the forum plays no part in resolution either. Championing for a resolution to your ticket(s) on the forum only servers to distract.

groovy shags, if you and others have ideas or suggestions, I'd love to have a conversation on how to improve communication around errors as they are discovered so that you get the information you need sooner.

[Agent Orange]

If you have criticisms or complaints about the game or events then you are at complete liberty to bring them up, take a look around and you will see that there is zero censorship about any such topic. We acknowledge 100% that we need to do better about releasing bug free events. There is much work being done in fixing existing bugs; I am looking forward to sharing more details as I get updates about when these fixes will go live.

It is very important that conversations between you and the support staff remain private. Players correctly expect that GREE will not post, reference or allude to their support conversations here on the forum; the support staff expects the same from players.

Clementine, Relic and I have made it a habit to assist players when they feel that their support ticket has fallen through the cracks. We are glad to help by forwarding requests but this potentially has led some to confuse what role we play in resolving a support ticket. To reiterate, all we do is ask a support agent to look at a ticket, we have no influence or say in how said ticket is resolved, and by extension, the forum plays no part in resolution either. Championing for a resolution to your ticket(s) on the forum only servers to distract.

groovy shags, if you and others have ideas or suggestions, I'd love to have a conversation on how to improve communication around errors as they are discovered so that you get the information you need sooner.

Hi Bolt, there are a number of issues at play here that you just clarified so thank you for that.

We were working under the assumption that if the employee mods forwarded ticket numbers to support that would instigate or expedite a resolution. Now clearly we see that this may not be the case. I guess then is there no other means of escalating these issues internally such as bringing in the support manager? Every company I have dealt with or worked for has a means for customers to resolve issues by moving up the support food chain. This is the first time I have encountered a company where this not only does not happen but is bordering on negligent.

At the newspaper we have an ombudsman who is empowered to mediate in customer v company issues. Perhaps someone who has some power can be moved into this position.

In terms of moderation and the forum, you already know how I feel about some of this. I've run/established/moderated online forums since the early 90's when we only had dialup internet so I understand that it is difficult and often thankless task. However you have a raging fire taking place here because moderation continues to be inconsistent, and replies often incorrect or not relevent to this game such as misque comment about gold sales. Then to make matters worse often the replies become combative, thing is we would love to oost positive comments but it really is difficult to do so with so many things going wrong.

I really believe that the community should find out whether Andy's faction problem gets resolved, good or bad. Hopefully good because anything is despirately needed to mend the totally shattered trust many of us have with your company.

But the ongoing company line of removing or locking threads instead shows a lack of willingness to be forthcoming with information or solutions.

In my opinion I feel that it is pretty much past the point of no return in terms of repairing the relationship between gree and it's customers though I would be overjoyed to be proven wrong.

[Bolt]

Every company I have dealt with or worked for has a means for customers to resolve issues by moving up the support food chain. This is the first time I have encountered a company where this not only does not happen but is bordering on negligent.
At the newspaper we have an ombudsman who is empowered to mediate in customer v company issues. Perhaps someone who has some power can be moved into this position.

I have not seen a position like that in the video games industry, if you or someone else has an example from an online video game company I'd love to analyze how that company does it.


However you have a raging fire taking place here because moderation continues to be inconsistent, and replies often incorrect or not relevent to this game such as misque comment about gold sales.

If my replies are often incorrect or not relevant to the game that is on me, I accept full responsibility for that. I was honestly not aware that I am often giving you incorrect information, but that can be fixed. If you'd like to take the lead and start a separate thread on this topic I am eager to discuss it.



Then to make matters worse often the replies become combative, thing is we would love to oost positive comments but it really is difficult to do so with so many things going wrong.


We at GREE are fully responsible for improving the game, that is without question. Constructive criticism is always welcome and always passed on to the developers. From what I've observed, many of the vocal critics on the forum have been around for a long time and have felt ignored or neglected, that the game team has not been listening and has made mistakes that you warned about. This has lead to mounting frustrations until some have reached a point where they are no longer trying to be constructive but have switched over to being actively destructive. This is quite normal in the range of human emotions when confronted with a situation that forces you over a certain emotional threshold.

There is no silver bullet for a situation like this, all I can tell you is that work is ongoing to improve the game in a myriad of different ways and that we thank you for supporting the game. On a personal note, I ask players to strive towards civility when dealing with each other; there is no need to be disrespectful towards those you disagree with to get a point across.



I really believe that the community should find out whether Andy's faction problem gets resolved, good or bad. Hopefully good because anything is despirately needed to mend the totally shattered trust many of us have with your company.


Plenty was already said on that topic and while I can understand why this can seem of interest to other players, discussing support tickets on the forum is not constructive. Discussing this topic further is not what is going to restore your trust in GREE; I prefer to focus on improving your game experience and your access to information.



But the ongoing company line of removing or locking threads instead shows a lack of willingness to be forthcoming with information or solutions.


I think this accusation is a bit unfair. I looked at how many Modern War threads we deleted recently: one thread was deleted on 6-30 proclaiming the game was officially dying on July 1st, a few threads were deleted around the same date from one user who went on a cussing rampage, and before that a few polls about banning people were deleted on June 3rd. A total of 4 threads have been locked in the last 30 days.

[J-manKometh96]

While you aren't wrong about people reaching a point and exploding, even in "destructive comments", there is often valuable insight for you to look at. It may not be what we strive for the forum to be like, but to ignore it outright is not a good game plan.

There has been a lighter handed approach to the forum moderation, but there is still some work to be done. We still see inconsistencies in what gets deleted, locked, or moved. Player mods giving information is still an issue, as it almost always requires some sort of correction afterwards. These people need to be the absolute best, not just the best willing to do the job. As to AO's mention of you, it's my opinion that the problem is YOU are given misinformation, and then pass it on to us. Either the devs or support, or whoever needs to quit jerking you guys around, or you need some way to verify it for yourself. We can't help you with that one.

[bam bam.]

There is a silver bullet. Have your guys do their jobs and do them well

AND LISTEN TO US.
engage us and work with us...not try and beat us into submition. Every time you try people just make you guys look daft with their accurate responses. Work with...not against.

[Bolt]

There is a silver bullet. Have your guys do their jobs and do them well

While not a silver bullet, releasing bug free, quality updates is of utmost importance. I completely agree.



...not try and beat us into submition. Every time you try people just make you guys look daft with their accurate responses. Work with...not against.

Being very serious, I honestly would like to know how you feel we beat players into submission. I consider myself a reasonable person so I am willing to listen and learn what it is I do that is oppressive in your view.

[Danger Mouse]

Guys, you're all arguing with the umpire. Speaking from experience, it doesn't change anything and only results in a red card when pursued to hard.

[East Coast Bias]

Bolt, we want to know how you've resolved issues like this because his is not the only one. How many times do you think goals in FL were completed but not recorded? Our faction has had to redo and spend gold again to do so. My ticket 2461490 which was sent May 31st still goes unresolved. I am very sure there are many others who have had the same issue with no response or no compensation even though the issue was entirely your company's fault. So my personal interest is to observe if you treat all customers with the same crappy service.

[groovy shags]

Being very serious, I honestly would like to know how you feel we beat players into submission. I consider myself a reasonable person so I am willing to listen and learn what it is I do that is oppressive in your view.


Here is how GREE beats their players into submission:

1) rarely repair any of the current issues with the game. Many have been going on for months!
2) release new events, with known issues admitted by by mods and cms.
3) players post during events about these issues, and are ignored until the events are over.
4) players are told to send tickets and the issue will be investigated.
5) pass the buck from mods - cms - customer service, rinse repeat until the player gives up.
6) lock threads, then claim that it should not be discussed in public.
7) wait for the community to stop asking questions.
8) repeat steps 1-7.

I have read so many threads in here about players issues, and can't remember the last time I read about GREE fairly taking care of them. I don't buy gold, and never will. But it's offensive to see how you guys treat these players! How can you expect people to support this game, when you can't even take care of those top ten teams? Tell us what you are doing for Andy2's team! Last I read, you guys had done nothing to compensate them for spending 1000's of gold! That's pathetic and unacceptable!

The only thing you mods/cms respond quickly to, is when you feel insulted by a post in the forum. Never there to help anyone in a timely manner with real issues.

[sstuutss]

Being very serious, I honestly would like to know how you feel we beat players into submission. I consider myself a reasonable person so I am willing to listen and learn what it is I do that is oppressive in your view.
Which TOS prevent us from.talking about
Try having a discussion with a PM(which they insist they should be allowed to express their personal opinion), once things arent going the way they like they put on their PM hat and posts start disappearing.

[andy2]

Ok, so I have to say a few things.

First, whether sincere or insincere, for personal interest or out of empathy thank anyone with interest in my factions issue. Bolt, what you don't seem to get is what the vast majority of players come to forums for. Probably first is information - what rewards can we get in current events, what does it take to get them, what issues are there that my team might face and how can we avoid them... etc. Almost all of this information is player disseminated, how often do our community managers at Gree tell us the details of events, what the prizes on ltqs are, what the boss health will be, what the odds are, how much energy something will take... anything. The sad part is that due to the perceived lack of caring most of the people who provide this information have become burnt out and the community managers don't seem to care. Look at Danimal, Look at the thread I started to consolidate all known issues into one place so that Gree could respond to us easily a status that has been promptly ignored. Also you burn bridges with the community by holding events for us to participate it, such as the design a building contest, which happened forever ago now, and the building still hasn't been released. We can't trust that anything said on here is accurate, because most of the time it hasn't been. Secondly, we come on here to feel that Gree cares. If you go to reviews on almost any other companies forums or social media, and there is anything negative you most often see the company respond saying 'how can we fix it' and then often you will see the complainant respond saying 'the issue was fixed by the company doing x, y and z... thank you'. Instead, here it looks as if you try and hide any issues by closing them, stopping discussion, and hoping they go away. The customer is given no voice. Why do people on here become irrational and destructive? Because we get no response to our feedback, no proof that anything is being done to improve any aspect of the game, no proof that any issues are being fixed.

Secondly - the actual issue my team is facing. I got through to a customer service person on one of my tickets yesterday at 5:17 my time. He responded back calling me by the name 'Cyrus'... My name 'Andy' is on the first line. His response had little to do with my issue, and so I responded again immediately at 5:20. At 5:50 I got a response from 'Carlos' a 'Player Experience Manager' looking for more information. I think to myself, OK maybe we are finally get in touch with someone who can help my team out. I instantly reply to them at 6:05 with all of the information they need. Fast-Forward until now and it has been 30 hours since my reply and I don't have a response yet. So now more than a full day has gone by and nobody has felt it worth the few moments to reply, again making the small glimmer of hope go away and making me and my team feel ignored again.

Lastly, the way that you tried to call me a liar when your ticket support system failed to send me emails when I got a response, and I thought I had not received a reply is unforgivable. If it wasn't for my faction mates I would still not know about the online portal and still now know how to see my responses. Instead of trying to help me figure out what could be going on you jumped the gun and immediately insulted me. How that is acceptable from anyone in a customer support role is beyond me. And when I brought it up, in an admittedly sarcastic post, you ignored it and again closed my post, which wasn't against TOS and you can clearly see by now was to provide information to the community that is clearly desired. Once again, giving me little reason to look to you for any help, and all the more reason to look to you for rude remarks with interests at heart for your company, rather than the community/customers you are supposed to manage.

I will update again, when anyone from support deems my team worthy enough of a reply, and actual help.

Thank you

[Danger Mouse]

Gree customer support is merely an exercise in damage control.

Always has been, always will be.

It stems from their corporate culture that promotes opaqueness in dealings (no one spends more than an uninformed player in a mildly paranoid state from fear of missing out, filling the knowledge gaps with gold), a general lack of accountability (never acknowledge a mistake, as then you will have to go to the costly effort of compensating the victim) while spending the barest minimum on development and CS required to keep the player base spending on the product. They don't even have to spend money advertising the events to encourage you to spend - your faction mates provide all the peer pressure for you to spend to compete that Gree will ever need.

This is the company you are dealing with, as evidenced by their actions - not the promises from a revolving door of moderators - over the years.

[NO_BS]

http://web.telusinternational.com/blog/player-support-game-changer-games-industry

Good read.

[Danger Mouse]

http://web.telusinternational.com/blog/player-support-game-changer-games-industry

Good read.

Yep, it's not rocket surgery.

Gaming companies interested in Sustainability do it.

Gaming companies interested in slash and burn do.... Well, we've seen what they do.

[Agent Orange]

I have not seen a position like that in the video games industry, if you or someone else has an example from an online video game company I'd love to analyze how that company does it.

If my replies are often incorrect or not relevant to the game that is on me, I accept full responsibility for that. I was honestly not aware that I am often giving you incorrect information, but that can be fixed. If you'd like to take the lead and start a separate thread on this topic I am eager to discuss it.

We at GREE are fully responsible for improving the game, that is without question. Constructive criticism is always welcome and always passed on to the developers. From what I've observed, many of the vocal critics on the forum have been around for a long time and have felt ignored or neglected, that the game team has not been listening and has made mistakes that you warned about. This has lead to mounting frustrations until some have reached a point where they are no longer trying to be constructive but have switched over to being actively destructive. This is quite normal in the range of human emotions when confronted with a situation that forces you over a certain emotional threshold.

There is no silver bullet for a situation like this, all I can tell you is that work is ongoing to improve the game in a myriad of different ways and that we thank you for supporting the game. On a personal note, I ask players to strive towards civility when dealing with each other; there is no need to be disrespectful towards those you disagree with to get a point across.

Plenty was already said on that topic and while I can understand why this can seem of interest to other players, discussing support tickets on the forum is not constructive. Discussing this topic further is not what is going to restore your trust in GREE; I prefer to focus on improving your game experience and your access to information.

I think this accusation is a bit unfair. I looked at how many Modern War threads we deleted recently: one thread was deleted on 6-30 proclaiming the game was officially dying on July 1st, a few threads were deleted around the same date from one user who went on a cussing rampage, and before that a few polls about banning people were deleted on June 3rd. A total of 4 threads have been locked in the last 30 days.

Actually that role should logically fall upon the customer service manager but failing that someone else who has the ability to step in and rectify the problem even if it has to go as far as Tanaka.

In terms of inaccurate information the issue with IOS gold sales where the EM mistated that there was one but was talking about a different gree game.

I really would love to believe that your company is taking to heart everything we keep saying such as the very longstanding issues with Frontline and lost hits, lockouts, etc. If you really need to see just how bad this issue is it's been very well documented in the Modern War Bug Thread that is stickied to the top of the general forum page.

You know I really do get how screwed up the culture must be at your company, I have seen this type of problem firsthand. The programmers think they are gods and want little to do with the minions scurrying about 'under' them. In a really bad case the head of development has an even larger inflated ego and goes about sabotaging any work he/she is being tasked to do. Can we say disfunctional? I hate to say it but that is the vib I'm picking up here.

Basically your CSRs are being dipped in feces everyday and then hung out to dry by dev or higher management or in your case perhaps both. The thing is the money has to come from somewhere which are the customers, they are not your enemies but in a broad sense your true employers. But sadly nobody over in greeland seems to get this...

In terms of overzealous thread locking, both of Andy2s would be good examples for starters and I bet this one will eventually go that way as well. Oh and the way I read the thread in question he sure as heck was called a liar which is unacceptable.

In terms of threads about the death of this game, well if you folks would like to keep living in your bubble thinking everything is fine and dandy (it is not btw) then we should have our answer shortly. I doubt any of us really want to see this though frankly I'm really starting to lean that way given how oblivious gree seems to be about issues with this game.

[bam bam.]

While not a silver bullet, releasing bug free, quality updates is of utmost importance. I completely agree.



Being very serious, I honestly would like to know how you feel we beat players into submission. I consider myself a reasonable person so I am willing to listen and learn what it is I do that is oppressive in your view.

Seriously, it is like it is a bunch of women running the forum. Rather than a practicle "this is the plan let's fix it" you always come back with "it's not my fault, or we will talk to the devs, or we understand how you feel but we are powerless to help". Take charge and fix it. Anything I am involved in I am responsible for. Stop passing the buck. Come up with a practicle plan and be consistent. You guys are far from consistent, at least once a month for a week the replies get out of hand (once again make me think there is little in the way of men in that office). Be like a dog with a bone, don't let go until the problems here are fixed. Be the solution rather than adding to our problems. The way you went at Andy was totally unfair, you had the last say and locked the thread., all he wants is what he and his faction paid for. Hell raiser left cause of all the delusional nonsense.

I have been here fighting to get you guys some power in trying to organise the big spenders to talk to your bosses in the only language they understand ~$$$$$~ I don't want a boycott, I just want people to pay for a quality service and to abstain whilst it is a poor service.

I want you to be willing and able to help us.

I want zero threads locked...it never used to happen, people had fun and enjoyed a quality service...I used to log on and have a laugh. I still do at times. Just work with us mate, stop slapping us down like a Mum does.

[bam bam.]

Not an attack on women, but men and women are vastly different in how they approach problems. We need balance, I don't care what sex you are...online aninimity is brilliant...just be practicle and have an end game insite that is not the end of the game!.

# I love women

[Twist of Cain]

I have a feeling this thread is going to be Awesome:rolleyes:

[Bolt]

Actually that role should logically fall upon the customer service manager but failing that someone else who has the ability to step in and rectify the problem even if it has to go as far as Tanaka.

Our customer service manager does indeed fill that role. If personally have not seen a role that specifically steps in to rectify issues above the customer service manager but that doesn't mean such roles might not exist in other companies.



In terms of overzealous thread locking, both of Andy2s would be good examples for starters and I bet this one will eventually go that way as well.


I explained why those two threads were locked in detail, I did not consider that 'overzealous'. While players and forum managers will never agree 100% on what should and shouldn't be locked, browsing the forum for locked threads did not reveal a pattern of censorship in my opinion. You can of course disagree with my opinion.




Lastly, the way that you tried to call me a liar when your ticket support system failed to send me emails when I got a response, and I thought I had not received a reply is unforgivable.

Read my response and you will see that at no time did I say you were lying about emails. I said it was 'disingenuous' to claim you had received no help when we had already discussed that you and your faction had been compensated by an agent. You disagreed with the compensation, which you are fully entitled to do; but that is not the same as not getting any help. I certainly didn't help the situation with a post that sounded far too aggressive and for that I apologize, I could have easily made the same point without throwing in a loaded word like 'disingenuous'.

We fully acknowledge that frustrations have been high for a long time due to unresolved bugs and events that have had issues more often than they should. Internal communication has been improving and I have been able to provide details on some events before they happen, but there is still much more to be done. You make a lot of valid points and they do not go unheard, the development team is working on a big set of fixes that I will update you on as soon as I have a reasonable idea of when they might go live.

I do stand by my assertion that the forum is not a place to discuss customer support issues. These need to remain between you and the support staff and the forum is not designed to dissect these private conversations.

[Stellaman]

Customer service issues usually stem from broken functions within the game. There is no better way to let the masses know of these broken functions than on these forums, so that players know not to waste gold.

[J-manKometh96]

I do stand by my assertion that the forum is not a place to discuss customer support issues. These need to remain between you and the support staff and the forum is not designed to dissect these private conversations.
Well, there's always Facebook.

[Vile Lynn]

Well, there's always Facebook.

haha, and GM, and Line, and Kakaotalk, and...

[The_Jedi]

Well, there's always Facebook.

Maybe customer support is using MySpace...

[Danger Mouse]

Reviews in the App Store are a great place to discuss game and customer service issues I find. Is that what you want Gree?

[andy2]

Gree is the company where the customer is never right. You have to argue every thing, huh?

Theres nothing against TOS in the locked threads, you just did it because you wanted, and when we complain you refuse to perceive why on earth customers could want to be aware of that information, and as the above posts make it quite clear, there are way more destructive ways for the company I could be sharing how poorly this situation is being handled. And I might as well now I know it isn't being handled by anyone who treats people fairly here.

If you really want to nit pick about what specifically you called me a liar about, or if disingenuous was the correct word then I have lost absolutely all respect for you. You should not be in any customer service field, as you clearly do not care about the customer (us) and are all about ego.

There is absolutely no reason my factions issue could not have been easily resolved if someone was empowered to contact me and talk things through and wanted to fix it. Clearly that is not the desire of anyone working at Gree and instead they want to toy around the issue, pass you off to multiple other people, never in real time, try and give you all sorts of little trinkets instead of what you actually used that didn't work properly and are very rude to you the entire time they do so.

God, I never get this worked up, if by now you cant even pretend to care about the customers you are here to serve then you are in the wrong line of work, and I sincerely hope that you go into another industry either on your own volition or forced, so that other people who have issues with the product their hard earned money bought don't have to go through the utter bull you spew out of your mouth.

FYI for those keeping track - 2 full days passed between my most recent exchange with support before I finally got an answer which was that they credited my team with a very minor amount of FL units. They flat out REFUSE to return to us the proper cost of what we spent and lost in the glitch and we are flat out of options at this point and turning to the middle man parties in between for resolution. Gree it would have cost you absolutely nothing, and far less time to just make a simple situation correct to begin with, now the expense will be far greater. Unbelievable.

[bam bam.]

It is like arguing with a woman. We are just banging out heads against the wall. Too stubborn.

[Vile Lynn]

It is like arguing with a woman. We are just banging out heads against the wall. Too stubborn.

lol, men never learn, eh? ;)

[Flash0810]

Our customer service manager does indeed fill that role. If personally have not seen a role that specifically steps in to rectify issues above the customer service manager but that doesn't mean such roles might not exist in other companies.



I explained why those two threads were locked in detail, I did not consider that 'overzealous'. While players and forum managers will never agree 100% on what should and shouldn't be locked, browsing the forum for locked threads did not reveal a pattern of censorship in my opinion. You can of course disagree with my opinion.



Read my response and you will see that at no time did I say you were lying about emails. I said it was 'disingenuous' to claim you had received no help when we had already discussed that you and your faction had been compensated by an agent. You disagreed with the compensation, which you are fully entitled to do; but that is not the same as not getting any help. I certainly didn't help the situation with a post that sounded far too aggressive and for that I apologize, I could have easily made the same point without throwing in a loaded word like 'disingenuous'.

We fully acknowledge that frustrations have been high for a long time due to unresolved bugs and events that have had issues more often than they should. Internal communication has been improving and I have been able to provide details on some events before they happen, but there is still much more to be done. You make a lot of valid points and they do not go unheard, the development team is working on a big set of fixes that I will update you on as soon as I have a reasonable idea of when they might go live.

I do stand by my assertion that the forum is not a place to discuss customer support issues. These need to remain between you and the support staff and the forum is not designed to dissect these private conversations.

Bolt

I have a question in regards to some of the things that have been mentioned here. As TheDanimal and others have stepped away from helping the community out, will GREE post on the forums here events that will be released in game as well as information about the events? As the developers are doing the events such as FLTQ & LTQs, they have ALL the information at hand which can easily be released to the community in the Events sub-forum. That would be one step in the right direction that the community would like to see in an ongoing basis.

In regards to Support Tickets, I can feel for Andy as I have been on the receiving end of less intelligent persons dealing with case. I do not say that lightly as this has happened to me many times. One of the biggest things that the CS persons can do is NOT to send an automated email about useless info. For instance, I had and issue with my faction as well that occurred during a WD. The CS person then sent me an email to explain how the WD works and asked me to contact her if I had any further issues. Now, it is stupid replies such as this that insults the community. In many regards, it is almost like the person on the other end cannot be bothered to read the ticket details and then decides to send out a blanket email of useless info just so that they are meeting targets within the company (which to me is more the case). While working at NetApp, we had to meet certain numbers (due to contracts) and to ensure those were met we sent out blanket emails to many of our customers within the first 4 hours to ensure we met our contractual agreements. What I see from the CS almost aligns with this although there is no contracts between GREE and the customer base. What would be a better approach is to say that we have received your ticket and we are currently looking into the case (which is the automated first email). This would be appropriate as well from the human CS person who is dealing with the ticket to ensure the customer that a human person is dealing with the issue. Further more, ensuring that the CS person reads and understands the issue at hand before replying to the email helps. Again, not all CS persons are like this as I have found some of the CS guys VERY helpful. Its the few that sends out the useless info that makes the whole look bad. Just food for thought here.

The other big thing here is the events and customer base. There is a fine line on ensure that the events are good, enjoyable and benefits both the player & company. Since the March Madness events, many have just simply quit playing as years of work have been destroyed and new players coming into the game find it harder to achieve goals unless with a high faction. Is there any plans to lower to overall requirements to make the events more achievable for all players while also helping the company gain more profitability?

[Danger Mouse]

lol, men never learn, eh? ;)

I never argue with my wife. If I need an opinion, she'll give it to me ;-))

[bam bam.]

lol, men never learn, eh? ;)

We have no chance as women know everything. We will never be as smart

[Shred]

Are you guys saying bolt is a women? It all make sense now.

[WBS]

If women knew everything they would know that they don't know everything.

[Danger Mouse]

If women knew everything they would know that they don't know everything.

Not married then? Or is that just a secret little thought you keep to yourself? ;-)

[bam bam.]

If women knew everything they would know that they don't know everything.

You are mistaken...you must be a man. I have never met a woman who doesn't know everything

[Robespierre]

Enough of the gender discussions, please. [thread hijack].

Back on point and to address a concern:


groovy shags, if you and others have ideas or suggestions, I'd love to have a conversation on how to improve communication around errors as they are discovered so that you get the information you need sooner.

How about staff makes an internal form so that every time Bolt or some other CM has to apologize on the forum, they request to management for the distribution of 100 gold to all of the players as a goodwill gesture.

Or, like a swear jar, every time a CM has to apologize en masse, the developers or project manager has to put in $1000. Proceeds go to hiring actual QA.

I like the CM staff. They have a most difficult job of being the scapegoats and the arbiters of a long-running con. They didn't start it, but man, are they dealing with it.

[Danger Mouse]

Enough of the gender discussions, please. [thread hijack].

Back on point and to address a concern:



How about staff makes an internal form so that every time Bolt or some other CM has to apologize on the forum, they request to management for the distribution of 100 gold to all of the players as a goodwill gesture.

Or, like a swear jar, every time a CM has to apologize en masse, the developers or project manager has to put in $1000. Proceeds go to hiring actual QA.

I like the CM staff. They have a most difficult job of being the scapegoats and the arbiters of a long-running con. They didn't start it, but man, are they dealing with it.

Sorry dude, just a little light relief. I guess that after three years plus of talking about the same problems with still no resolution in sight that we thought this topic was done.

[WBS]

You are mistaken...you must be a man. I have never met a woman who doesn't know everything

Sorry I would answer your question but it would be off topic. Maybe bolt should answer this one.

[bam bam.]

Rob, no hijack. Just making light of an all round bad situation. And this is the gaming world. This is a little banter for fun, not full blown trolling just light hearted battle of the sexes. We all know who run the world...Beyoncé said it...girls!

[WBS]

[QUOTE=bam bam.;1520974]Rob, no hijack. Just making light of an all round bad situation. And this is the gaming world. This is a little banter for fun, not full blown trolling just light hearted battle of the sexes. We all know who run the world...Beyoncé said it...girls![/QUOTE

I have been married for 11 years and counting. Things don't run right if she thinks she runs the roost. It has to be a 50/50 agreement in order for it to work. Im not a push over when it comes to woman, I grew up with a cranky grandmother and she taught me how to deal with woman. You don't back down, you be straightforward, play modern war and hijack threads......

Bam Bam started it lol.

Now back to the regular non banter program.....

I agree that if gree was more transparent they could gain more trust from the modern war community. People can always deal with honesty even if it's not what they want to hear. But tell one lie and lose trust and respect for a long time.

[bam bam.]

Everyone thinks, not my fault, not my responsibility, why am I surrounded by idiots...but really unless you are championing the solution all 3 are you.

[Area51z]

It is like arguing with a woman. We are just banging out heads against the wall. Too stubborn.

You know we females take special secret classes , starts when we turn 5 .....

[Agent Orange]

You know we females take special secret classes , starts when we turn 5 .....

With tears being the secret weapon.... ;)

[Vile Lynn]

If women knew everything they would know that they don't know everything.

I know enough to let my hubby think he knows everything.

[WBS]

I know enough to let my hubby think he knows everything.

I do the same thing to my wife. I guess we aren't so different after all.

[Agent Orange]

I know enough to let my hubby think he knows everything.

Marry me? ;)

I'm with WBS on this one, though it would be nice to win once in a while...

[bam bam.]

I do the same thing to my wife. I guess we aren't so different after all.


That's the spirit, allow her to think she is right here haha