GREE and Customer Support

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Thread: GREE and Customer Support

  1. #1
    Steady Scribe Ak-Manin's Avatar
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    GREE and Customer Support

    All:

    There are many threads running and much discussion about issues and concerns in game. The1NOnly formed a chat room on Kakao for Guild Leaders and Officers, and again, most of the discussions revolved around the same frustrations. Action plans were discussed, but we decided to first attempt face to face discussions with Gree.

    I got the main issues and concerns from the guild leaders in that chat room, and received permission from the guilds there to speak on their behalf.

    I spoke with the head of Customer Support at Gree on Wednesday April 24. We went over the top issues raised by the guild leaders, and he was sincere and truly interested in helping us. We agreed during that call to have a conference call with some of the guild leaders, the customer support team, and the lead developers for KA.

    I followed up our phone call by emailing him my working notes. By Thursday some of the issues raised were dealt with, and some over the following weekend. Gree sent me an email with an interim report of the status of the issues raised.

    I also suggested that Gree form a Customer Focus Group of players to meet with them every other month. This will insure they are aware of our concerns before anger and frustrations reach a fever pitch.

    On Friday, April 26th, the folks that volunteered to be on the conference call met. We wanted to get our position agreed on before we met with Gree. Those notes follow:

    NOTES FROM 26 April 2013 Guild Leaders Meeting

    Participants:
    Lord Bell ODK
    Awesome FUN
    Bryan FK
    AK -- DW
    Tiki RK
    Slick TBC
    Nic BKG

    Requests:
    1. Remove hacker guilds.

    2. Remove hackers
    GREE RESPONSE: Our teams are working on requests 1 & 2. We now have a policy specialist dedicated to maintaining fair game play for all players. This is important for us because we want our players to enjoy the game.

    3. 4 weeks notice of date of wars
    GREE RESPONSE: I’ve asked the developers to update the app with the timer to countdown to the start of the war. The time will vary but I believe they are committed to provide as much notice as possible.
    4. Break between events
    GREE RESPONSE: I’ve shared this feedback with our developers. From your perspective how much time would you recommend between events?

    Guild Leaders discussed and agreed on 3 days between events.

    5. Take break to resolve programming errors lots of bugs
    GREE RESPONSE: Our teams are working on this regularly. We are going to review the best method to resolve bugs.

    6. Faster/better response to tickets
    GREE response: We definitely had an increase in the time to respond to tickets. It is due to the growth in popularity of our games. That said, we know the current response time is unacceptable. We’ve made significant improvements and will continue to do so until we are at industry leading responses. My team is 100% committed to this.

    Guild Leaders Discussed, and agreed to the following:
    1. Players need way to escalate ticket if not happy or if emergency.
    2. Feedback to person submitting ticket if resolution is going to take awhile
    3. General post about response times if backlogged. Set player expectations about when to expect fix.
    4. Dedicated staff member on hand during wars to deal with emergency issues reported.

    7. Limit wars to 3 days
    GREE Response: I’ve shared this feedback with our developers.
    8. Restitution to guilds who did not make top 10 due to hacker guilds.
    GREE Response: We are going to need to review this further.
    9. Members unbanned
    GREE Response: I believe this was addressed. Please correct me if I am wrong.
    10. Gems:
    a. Bonuses not received
    GREE Response: Our team is going through email requests to address any missed bonuses. We do recommend sending us an email if the player hasn’t already done so.

    Guild Leader Discussions:
    AK offered to collect names and player IDs and send as well.
    Slick asked if he could have email address of head of customer support.
    AK said she would ask if she could share email with group. If yes, she will provide.

    b. Bonus purchase plan -
    GREE Response: Can you please elaborate on this?
    Guild leaders discussed and resolved on the following:

    a. want it by determined by volume purchased, not dollar amount
    b. want it by itunes ID not kingdom, so that player gets credit for all purchases towards the bonus
    c. Players want ability to transfer gems by themselves between accounts/games/kingdoms.
    d. want tiering same as previously.
    e. no enrollment needed. Bonus should be automatic as soon as volume is achieved.

    c. Gem bugs – Guild Leaders discussed:
    1. . BUG. Player refills energy with gems. Gets 3 strikes versus 4 stikes. Agreed that each player who used gems should get 1,500 gems as restitution. Since this was a universal complain of everyone using gems, easiest and most fair if GREE gives same restitution to each player who filed complaint if they used gems during the battle.
    2. Striking players who were not on-line. This resulted in loss of energy, and loss of gems at same time, plus no gain of CP. Guild leaders agreed to 200 gems per complaint.


    3. Purchased Gems won’t download
    GREE Response – Along with other developers we are working with Apple on this issue. This issue is one of our top priorities.
    Ak-Manin noted that she is now able to download gems, so this may be fixed.


    d. Recommended Improvements:
    1. Confirm button on any actions that involve gem spends, like vault upgrade or accelerating building.
    2. Separate gold and gems on purchase page. Gems at top, gold at bottom. This will prevent accidental purchase of gold when gems were intended.
    3. Customer focus group with guild reps…every 2 months. Will insure continued relief value for player group, and better feedback to developers.

  2. #2
    Consistent Contributor MaximumFun's Avatar
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    Thank you for this summary, Ak-Manin. And thanks to all who participated in this apparently beneficial conference call.
    KA: "Maximum Fun" Level 182, proud member of the Forum Knights Guild 2

    MQ: "Maximum Fun" Level 82 / 128,198 attack / 115,191 defense / $29,363 IPH

    MW: RETIRED Feb 4, 2013 "Maximum Fun" Level 173
    * Charter Member of VFF Charlie


    Updated October 3, 2013


  3. #3
    Consistent Contributor Spydrax's Avatar
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    Thank you SO MUCH Lady Ak for you incredible, incredible dedication to this game and us. Thank you to all the leaders who gathered and participated in the preliminary discussions and got this agenda developed and moving.

    Thank you to all for taking your time away from RL for us here on this game.
    "Regard your soldiers as your children, and they will follow you into the deepest valleys.
    Look on them as your own beloved sons, and they will stand by you even unto death!"
    Sun Tzu The Art of War

  4. #4
    Steady Scribe Ak-Manin's Avatar
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    Thanks Spy...my pleasure. It helps everyone, to include me!! LOL.

  5. #5
    Newbie
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    Thank you for sharing the information about what is happening with the top 10 guild leaders meeting. I do appreciate that you take the time to try to make the game more fun for everyone playing. That is a good goal.
    For most of your agenda points I agree that things could potentially improve with what you have suggested.

    I would however offer a different point of view for agenda points 3,4, and 7.
    It is potentially better for the health of the entire Kingdom Age game and community to keep a fast pace of events. The more events are offered, the more opportunity exist for more players to enjoy different aspects of the game. Slowing the event schedule, particularly the guild wars, could be perceived as more advantages to a small minority who can regroup and remain entrenched with a hold on the top of the rankings. Although some players seem to play every single event, that is not the pattern of the vast majority of players who still enjoy the game. I recognize the faster pace dissuades money spenders from buying every single event and see that as a good thing for both the individual players and Gree.

  6. #6
    Consistent Contributor itsaklayton's Avatar
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    Lady Ak, thanks for your commitment to all players of every level. One point to mention, I am still blocked by the password/download bug. I believe many others may be as well.
    Last edited by itsaklayton; 04-29-2013 at 04:14 PM.
    Lady Vishna 305-117-374
    {sA-} (Founder and Officer)
    Owner of DAUTHUS
    Owner of DALETH - 9th Guild to Receive
    Battle for Shipwreck Cove - 15th
    Dagon's Delta - 22nd; Glacial Pass - 15th; Giant's Alley - 14th
    Darkhome - 13th; Dwarven Mines - 12th; Blighted Woods - 14th; Dragon's Roost - 25th

  7. #7
    Steady Scribe Ak-Manin's Avatar
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    good points Rinkled. I have a running log of suggestions and ideas and have added that. AK

  8. #8
    Steady Scribe Ak-Manin's Avatar
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    OK. that's the one where you can't download purchased gems, right? They fixed mine. Captured your info here. I'm going to send another email in morning, and will put that on the list.

  9. #9
    Steady Scribe mee notyou's Avatar
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    I already sent you my list of issues and recommended improvements (as voiced by my guild and others I regularly associate with). There is one that I forgot though that I think all guild founders would agre upon...can we please get a more streamlined way to build walls. It takes two hours to build 50 high level walls


    BlackOps Guild
    BlackOpsGuild-KA.enjin.com

    Battle for Darkhome - 17th Place (we participated in the gem boycott reducing our spending by more than half)
    Battle for Dwarven Mines - 11th Place
    Battle for Blighted Woods - 15th Place
    Battle for Dragon's Roost - 35th Place

    We are always looking for new team members to join the family

    ~ ONE TEAM, ONE FIGHT ~

    BlackOps -- 992 690 068
    BlackOps 2 -- 599 056 160

  10. #10
    Consistent Contributor Dewsy's Avatar
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    Fantastic stuff AK... and good work everyone involved Thank you!
    Proud Member of:

  11. #11
    Lurker bigwynk's Avatar
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    Excellent. Thank you so much for taking the initiative and the time to ask questions and express concerns shared by so many of us.

    We appreciate it very much.

  12. #12
    Steady Scribe Ak-Manin's Avatar
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    Quote Originally Posted by mee notyou View Post
    I already sent you my list of issues and recommended improvements (as voiced by my guild and others I regularly associate with). There is one that I forgot though that I think all guild founders would agre upon...can we please get a more streamlined way to build walls. It takes two hours to build 50 high level walls
    Added to the list! Have your previous list as well. Thanks!

  13. #13
    Consistent Contributor MindMachine's Avatar
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    Quote Originally Posted by Ak-Manin View Post
    All:




    d. Recommended Improvements:
    1. Confirm button on any actions that involve gem spends, like vault upgrade or accelerating building.
    Needed this one because Ive accidentally pressed finished the expanding button just because I am looking for it's time to finish and costs me 202 gems

  14. #14
    Newbie
    Member Since
    Jun 2012
    Post Count
    48
    Thanks for all the hard work to ensure the players voices are brought to Gree and for everyone's dedication to make the game better.

    A suggestion to the gem spending accidently would be to add a code such as 123 that has to be entered to spend gems. This would eliminate even bumping a confirmation button by accident or internet lag and reduce the amount of support tickets sent in.

    Thanks for your consideration and for your help.

  15. #15
    Lurker
    Member Since
    Dec 2012
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    Angry I was cheate

    I tryed to buy gems the other Day first time i get an error messeges so i try agien, and the deal hos tro, but later thad Day i get my Bill and not only one but 2 , i was billed for the deal i dit not get any gems for cos of the error messege, thad bites,

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