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.

[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.

[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.

[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.

[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.

[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.