Spiral Knights - Get better GMs.

Get better GMs.

9 replies [Last post]

Sat, 06/04/2011 - 05:23

pipsqueak

Legacy Username

In my experience, any time I've had to report an issue I have gotten a cookie-cutter answer from your GMs after I left a very detailed message. I always explain the problem at hand and every effort I have personally taken to fix it. Every single response I receive is the "cookie-cutter," copy & paste crap that says to do what I'd already done and that they can provide no further help.

For one thing, this is not true. There are plenty of circumstances where I'm sure a GM hopping in would be helpful. You either need more of them or you need more empathetic ones. Secondly, I would very much like it if I can actually speak to someone IN PERSON as opposed to in text, and only through little e-mail stubs. I like thinking that a real person is actually working on an issue rather than a robot.

Either have a way of contacting GMs ingame, and having them respond in a timely fashion (like plenty of other MMOs do) or at least allow a phone number or live chat. As it stands now, there is hardly anything players can do to get in touch with GMs when they really need them, or to contest issues when they arise. Players deserve at least that much, and it's something they hardly receive.

Sat, 06/04/2011 - 05:52

Astrophysicist

Hmmm

The community-company relationship is extremely weak in Spiral Knights. There are very little ways to actually contact the company UNLESS it's about giving them money or advertisements in some way or another. Even if they do respond after a long time, as you said, it's copy-pasta bullcrap that gives no insight and personal comfort.

Customer Support is lacking and very unprofessional. The GMs only respond immediately (by that I mean 5-15 minutes) to players who are stuck in a level or experiencing a bug and try to portray themselves as being fast and efficient when other times players are completely ignored. It's unbalanced. They're like working robots who are assigned to do some things and brush away others.

The executives should stop hugging all the money and hire more people because apparently what they're lacking is manpower. Their main goal right now seems to be managing the money-hoarding scheme while having the least manpower as possible. Get more and BETTER GM's. Get BETTER Customer Support.

If nothing is done, this game will rotate its player base every 2 months with no-one having the intention to stay longer.

Sat, 06/04/2011 - 06:03

pipsqueak

Legacy Username

Thank you for agreeing

I really appreciate that someone else feels the same way I do. The thing is that sometimes it's just nice to speak to a person, to be able to explain the situation better. Their customer service really IS lacking, and it's depressing because this game could be so much better if they just took a little bit of time and effort into caring for their player base.

It's the players who make this game possible, and catering to them should be the first priority. There are some game companies that really take that to heart, and they are successful for it. I don't see why the same can't be done here. :(

**Edit ;p

I also meant to include my complaint about the slowness of their general support responses. You were completely right about how they really only respond quickly when it concerns an immediate issue; all other issues, it seems, are moot. I've also noticed that the complain option for players is very one-sided and we should at least be able to include a more detailed description of our complaints. I mean there are really a number of small improvements that can be made.

One of which, I think, is their response time to support submissions. I sent one in a little under an hour ago and I know I won't hear back from them for at least a day, but it's something that I would like responded to in at least half that time, if not sooner. I wouldn't mind having a queue or a wait time allotted if I knew I'd actually get the chance to talk to someone.

Sat, 06/04/2011 - 07:21

Njthug

Disagree

I been using this service for a very long time, and I never received a cookie cutter response. Usually matters they can do not know how to answer they tell me they forward the message to one of the dev's, and he or she will respond back to me. It might be the question you are asking them which has one basic solution. Reason the Gm's are not around in game to much is because it would cause players to annoy them without knowing and I do not see the pro's of text talking in-game. None of the messages are written with copies so they can refer it to others if needed, their is no way they can make sure GM's can be on 24/7 due to this game being global. I talked to Gm's in this game they responded back when I submitted certain bug reports or just wish to chill with us for a few seconds. Most of the dev's and the gm's are hidden we can not see them, but they are here in the game hiding. They usually respond back to me in a day or less. I think that is fast enough.....and if their is a huge bug problem the dev's are usually responding to that ASAP. I agree that this game needs more Gm's, but I disagree that its all cookie cutter and they respond back slowly.

Sat, 06/04/2011 - 10:37

Oceanus

Game Master

*whirr* Thank you for your

*whirr* Thank you for your *click* recent comments about the GMs. *click click* Contrary to *buzz* speculation, we are not robots... *ding* Any and all *click* questions are *whirr* given the full *buzz* attention of a non-automated humanoid *click* system. End stream. *ding*

(In all seriousness, if you ever have a question that you didn't feel was answered completely, let us know! You can find several ways to contact us here: http://wiki.spiralknights.com/Support_Portal)

Sat, 06/04/2011 - 12:24

Dogrock

You may also notice that in

You may also notice that in the Technical Support forums there are many posts that are replied to with "cookie-cutter" responses by the community. However, that kind of reply doesn't happen when the initial post is properly detailed in requesting for help.

hint hint, nudge nudge

Sat, 06/04/2011 - 11:35

Madadder

the root of this problem is

the root of this problem is money they cant hire without hurting the bottom line u want better customer service voice your options and start throwing money at OOO

Sun, 06/05/2011 - 06:25

Raul

@NJ It's their JOB doofus.

@NJ It's their JOB doofus. They are here to help and answer questions.

Are there ways to file support tickets in game similar to WoW. That actually works really well, IMO and discourages the cookie cutter response syndrome. It also means you get a reply and you feel someone is on the way.

Sun, 06/05/2011 - 07:01

jooozek

Legacy Username

@oceanus how can i fix

@oceanus how can i fix getting blank pages at all support pages that use ssl? Billing page works btw, I can't get on them on any of my PCs

Sun, 06/05/2011 - 08:48

Raul

Are you running adblocker or

Are you running adblocker or script blockers? That's about the only thing I can think of.

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Get better GMs.