Question: What to do when support wont reply?

[whiteknut]

Its not an easy job, its their job, and they voluntarily chose it. If they hate it, then its time to move on.

Support job isnt being friendly with whining 12 yo´s. Their job is to solve problems, if there is no problem then they cannot do their job (cause there is nothing to do there). And in Marsjotex support case there really was no problem at all, just someone blowing out steam.

Support should be there to help those who are in need. And not for the ones who just want someone to talk with, thats what friends should be for.

 

[HardWrath]

Support job isnt being friendly with whining 12 yo´s. Their job is to solve problems, if there is no problem then they cannot do their job (cause there is nothing to do there). And in Marsjotex support case there really was no problem at all, just someone blowing out steam.

Support should be there to help those who are in need. And not for the ones who just want someone to talk with, thats what friends should be for.

First of all the guy is not 12 years old.

Was his support case whiny? Yes... but thats also the nature of EU, people whine, as a result, it is in fact their job to deal with those kinds of support cases, most especially when they come from depositing players.

No doubt MindArk gets them a lot and because of that, an answer thats in-part copy and paste would be suitable... One that was prompt and empathized (not apologized), one that assured him that there was nothing wrong with his account, is friendly in tone so he has a positive experience with support, and also gives some kind of guidance so as to ensure that he wants to continue playing.

Sometimes people need to vent, we all do it, and we all do it differently... its 100% ok.

Whats not ok is this:

Hi Avenger,

That is not at all what was going on (defensive) but fair enough if that is what you want to accuse us of while we are working for you then fair enough. (confrontational and sarcastic)

Feel free to contact us should you need assistance. (with the above in context: smug and condescending)

Kind regards,
Ulf | Entropia Universe Support[/I]

The support case should never have gone unanswered. I understand.. accidents happen, so then as a result a humble apology is needed because it shouldnt have happened.

The reason I am so vocal about this is because I want MindArk to fix the problem. These kinds of things increase player attrition. Look at all the money and effort thats been spent over the years attracting each and every player in EU.

If you look up the guy's global history, he stopped globaling just after this support case came to a conclusion. That affects all of us.

 

[whiteknut]

First of all the guy is not 12 years old.

Was his support case whiny? Yes... but thats also the nature of EU, as a result, it is in fact their job to deal with those kinds of support cases, most especially when they come from depositing players.

No doubt MindArk gets them a lot and because of that, an answer thats in-part copy and paste would be suitable... One that empathized (not apologized), one that assured him that there was nothing wrong with his account, is friendly in tone so he has a positive experience with support, and also gives some kind of guidance so as to ensure that he wants to continue playing.

Sometimes people need to vent, we all do it, and we all do it differently... its 100% ok.

Yes everyone needs to vent, but everyone should understand that if they vent to support, they cant achieve anything but wasting precious time of support that could be used to fix real problems (and then we wonder why it takes 2 weeks to answer).

Yup you are right support could be bit more friendly, but they have to choose their words very wisely, trying to say anything comforting will probably end up here on the forum. In this case Majsotrex already said he has given up depositing and didnt actually ask anything, so very hard to answer anything at all (be it friendly or arrogant)

 

[HardWrath]

Here is the problem with the guy's loot

Largest globals... notice the 5K corn

5 849 PED Cornundacauda 10/10/2010
2 202 PED Atrox 10/01/2010
1 143 PED Allophyl 10/17/2011
1 101 PED Allophyl 07/10/2010
880 PED Leviathan 02/04/2011
838 PED Leviathan 02/21/2011
818 PED Leviathan 02/03/2011
661 PED Atrox 06/20/2011
649 PED Longtooth 08/01/2014
635 PED Nusul 10/04/2014
625 PED Longtooth 07/20/2014
589 PED Longtooth 08/01/2014
581 PED Leviathan 02/02/2011
571 PED Frescoquda 01/20/2012
557 PED Longtooth 07/24/2014
553 PED Atrox 09/05/2011
545 PED Atrox 06/10/2011
543 PED Longtooth 07/20/2014
483 PED Leviathan 02/11/2011
422 PED Longtooth 07/24/2014

and then recent globals

Snablesnot-Female Old 5 PED Fri, 31 Oct 2014 10:27:56
Nusul Stalker 86 PED Tue, 07 Oct 2014 10:57:56
Nusul Stalker 102 PED Mon, 06 Oct 2014 19:28:20
Nusul Alpha 79 PED Mon, 06 Oct 2014 11:38:08
Nusul Old Alpha 101 PED Mon, 06 Oct 2014 09:08:42
Nusul Prowler 60 PED Sun, 05 Oct 2014 20:08:20
Nusul Stalker 50 PED Sun, 05 Oct 2014 19:48:29
Nusul Old Alpha 81 PED Sun, 05 Oct 2014 17:57:11
Nusul Old Alpha 64 PED Sun, 05 Oct 2014 13:15:55
Nusul Alpha 61 PED Sun, 05 Oct 2014 13:13:31
Tiarak Prowler 100 PED Sun, 05 Oct 2014 09:28:32
Hadraada Alpha 83 PED Sun, 05 Oct 2014 08:21:53
Nusul Stalker 635 PED Sat, 04 Oct 2014 21:28:40
Nusul Stalker 94 PED Sat, 04 Oct 2014 19:38:27
Tiarak Mature 33 PED Thu, 02 Oct 2014 16:11:30
Tiarak Mature 13 PED Thu, 02 Oct 2014 09:03:55
Teladon Young 75 PED Tue, 30 Sep 2014 22:23:06
Teladon Young 60 PED Tue, 30 Sep 2014 21:29:38
Kadra Provider 92 PED Tue, 30 Sep 2014 20:18:32
Kadra Dominant 72 PED Tue, 30 Sep 2014 19:53:54

This is a guy who started playing EU during the time of huge hofs on tiny mobs. I can see myself from his global history that his account is 100% ok.. a Nusul stalker has about 600 HP.. notice the 635 PED HoF.. thats a ~260ish multiplier.

The fundamental problem here is that his expectation for the style of loot returns is completely wrong. He doesnt know that MindArk rebalanced loot so its a more consistent return on smaller creatures and not a dramatic roller coaster ride.

Is it his fault as a player for not keeping up to speed with the changes of EU? Is it MindArk's fault for not communicating it to him? I think neither MA or Majstorex are at fault but somehow the information should have gotten to him and that initial support case was the opportune moment to do it.

 

[whiteknut]

Here is the problem with the guy's loot

Largest globals... notice the 5K corn

5 849 PED Cornundacauda 10/10/2010
2 202 PED Atrox 10/01/2010
1 143 PED Allophyl 10/17/2011
1 101 PED Allophyl 07/10/2010
880 PED Leviathan 02/04/2011
838 PED Leviathan 02/21/2011
818 PED Leviathan 02/03/2011
661 PED Atrox 06/20/2011
649 PED Longtooth 08/01/2014
635 PED Nusul 10/04/2014
625 PED Longtooth 07/20/2014
589 PED Longtooth 08/01/2014
581 PED Leviathan 02/02/2011
571 PED Frescoquda 01/20/2012
557 PED Longtooth 07/24/2014
553 PED Atrox 09/05/2011
545 PED Atrox 06/10/2011
543 PED Longtooth 07/20/2014
483 PED Leviathan 02/11/2011
422 PED Longtooth 07/24/2014

and then recent globals

Snablesnot-Female Old 5 PED Fri, 31 Oct 2014 10:27:56
Nusul Stalker 86 PED Tue, 07 Oct 2014 10:57:56
Nusul Stalker 102 PED Mon, 06 Oct 2014 19:28:20
Nusul Alpha 79 PED Mon, 06 Oct 2014 11:38:08
Nusul Old Alpha 101 PED Mon, 06 Oct 2014 09:08:42
Nusul Prowler 60 PED Sun, 05 Oct 2014 20:08:20
Nusul Stalker 50 PED Sun, 05 Oct 2014 19:48:29
Nusul Old Alpha 81 PED Sun, 05 Oct 2014 17:57:11
Nusul Old Alpha 64 PED Sun, 05 Oct 2014 13:15:55
Nusul Alpha 61 PED Sun, 05 Oct 2014 13:13:31
Tiarak Prowler 100 PED Sun, 05 Oct 2014 09:28:32
Hadraada Alpha 83 PED Sun, 05 Oct 2014 08:21:53
Nusul Stalker 635 PED Sat, 04 Oct 2014 21:28:40
Nusul Stalker 94 PED Sat, 04 Oct 2014 19:38:27
Tiarak Mature 33 PED Thu, 02 Oct 2014 16:11:30
Tiarak Mature 13 PED Thu, 02 Oct 2014 09:03:55
Teladon Young 75 PED Tue, 30 Sep 2014 22:23:06
Teladon Young 60 PED Tue, 30 Sep 2014 21:29:38
Kadra Provider 92 PED Tue, 30 Sep 2014 20:18:32
Kadra Dominant 72 PED Tue, 30 Sep 2014 19:53:54

This is a guy who started playing EU during the time of huge hofs on tiny mobs. I can see myself from his global history that his account is 100% ok.. a Nusul stalker has about 600 HP.. notice the 635 PED HoF.. thats a ~260ish multiplier.

The fundamental problem here is that his expectation for the style of loot returns is completely wrong. He doesnt know that MindArk rebalanced loot so its a more consistent return on smaller creatures and not a dramatic roller coaster ride.

Is it his fault as a player for not keeping up to speed with the changes of EU? Is it MindArk's fault for not communicating it to him? I think neither MA or Majstorex are at fault but somehow the information should have gotten to him and that initial support case was the opportune moment to do it.

Ah yeah small mobs.. Nice data, added to that data i still find it weird that he had to depo 12400 ped a month for that kind of data. Usually small mobs take small guns, and with small guns i find it really hard to cycle that many peds that you lose that much a month (unholy 124k peds cycled (if 90% return))

About the old mobs yes i remember the days also, but because ppl started whining that it is not fair, something changed and average loot got better, while single hofs got smaller (i think you all remember those nice 10k feffoids every week on hof board).

These days are gone. I hope he finds some new activity ingame that can keep him playing (cause at 12k ped depo every month he could do some very serious fun stuff ingame)