Quote Originally Posted by Bolt View Post
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.