13 replies to this topic

[Sadiablo]

Is there anything that can be done about these?

 

I know there aren't a lot of people on the HCS staff and all, but 3+ weeks before response /resolution is atrocious. 

Perhaps if more attention was put into the games currently available instead of diverting already paper thin resources off into even more directions for new games every 2 months.. this wouldn't be such an issue. 

Current customers shouldn't be ignored to make room for new potential customers.

 

That's just trading customers off, pushing old customers out the door to let new ones into the empty room for a couple months before they get shoved out to make room for a few new people. 

What's wrong with maintaining your current customer base?  Keep what you have and build on that, progressively get more and more. This constant shuffling and trading one group for another to stop.

 

It's leading to games being neglected for 8-10 years at a time (Gothador) , 1-3 yrs (Fallen Sword)

people leaving constantly,  (Gothador use to have nearly 100k players, now you are down to less than 100, ask yourself why)

 

Things are broken and not being fixed, new things that were suppose to be introduced 10 years ago never were. The games haven't been updated whatsoever, and the only player base that is growing is the pool of dissatisfied players.

 

People aren't asking for anything unrealistic or unreasonable either. 

 

They just want promised features added (lets face it guys, you have had 10 years to get around to it)

They want broken things fixed, 

They want an updated model to play with, it's old and dusty and stale now because nothing has been done with it in nearly a decade. 

 

Show us a little love,  HCS staff periodically makes a thread asking players what they want to see coming up, we post 10 pages of GOOD suggestions and the ways to implement them. And then not 1 single suggestion gets put into the game. 

Why ask for suggestions if you don't really want to hear them or do anything with them? 

 

Maybe either, don't ask us for suggestions in the first place... or if you do ask us for them, actually do something with the suggestions?

 

 

 

[Hoofmaster]

Sadiablo,

 

Can you please let us know your ticket number so we can look into this for you?

[Hoofmaster]

Apologies for the delay in replying. I've found your ticket and replied to it now

 

Cheers,

Hoof

[Sadiablo]

Updated Ticket with new info. And had to create second ticket for different issue: Ticket # GO‑014859: 

Edited by Sadiablo, 12 August 2014 - 04:05.

[Sadiablo]

GO‑014942:   (New issue, unable to equip items even after meeting the level requirement)

[Sadiablo]

Point of Inquiry, 

 

How many people currently manage the ticket system? Ie: is it just Hoof or are there other people who handle the tickets?

Specifically the ticket system for Gothador related Issues I guess to narrow it down

 

I am curious because there are a couple people I have seen in the chat box who have been talking about the tickets they have had going on 2-3 weeks without replies, which got me curious about my own tickets. And I have some going on 300 days. 

So I didn't know how many people were actually managing the system

[TreeFrog]

It is my understanding that nearly everyone on the team answers the tickets, its just who ever happens to be available. Personally I've had Hoof, Grim, Phurie, Anakiro, L3fty, and Forn answer my tickets.

[Scott]

I answer Legacy tickets *wave*

[Sadiablo]

/cheers. There IS someone out there 

[Scott]

I'm part of the furniture now I can only guide you forum wise for other HCS games, but if you have a Legacy account well.. I can make miracles happen As for reply times for other games, chillax.. lots to do in the office and I'm sure the turn around is quicker than most games If it isnt, I'm sure Hoofmaster will beat the team regularly.

[Sadiablo]

Well that was why I asked if anyone had an idea of the staff size or the moderating team as far as tickets.  I completely understand a few days, maybe a week or so. It's a small company and small team so it happens. But  when ticket times get into the months, that's a problem. And unfortunately it's a problem a lot of players are having.  I know a few ppl that are going on 2+ weeks for big issues that affect them even being able to play at all.  Then my tickets are 44-300 days open time, 

 

Honestly, if you had your phone go out (as an example) and needed to get ahold of customer service, and you got an automated message telling you the wait time was  14-21 days , wouldn't that make you want to switch service providers?

That's what's going on in the games.  People are trying to keep their fun going and stay happy in the game because they have loved the games for years.  But when there are dozens or tens of dozens of things malfunctioning/broken on a player character level all the way up to a global game wide level..  and there is no staff communication, repairs, maintenance or anything being done. (and it's been this way for 2+ yrs or more).. There's something wrong, seriously.  If people walk out of a restaurant after being ignored for an hour when they haven't even spent anything yet,  how long can you expect them to hang around and be ignored when they are paying to be ignored?

 

Asking to have issues fixed that have been broken for 5-7 years, or things fixed that have been broken for 2-4 years is not unreasonable by any means. People just want to know that they are actually paying for something.

 

I really do appreciate your replies and trying to be helpful , it's nice to hear from one member of the staff    But maybe it's time for the cattle prod for the other Cow Gods.

 

People want to be treated like valued customers and being neglected isn't really doing that. 

[Scott]

Not Staff, just a Voluntary Helper But yeah the frustration is around. They have staff for all areas but obviously priorities change daily, especially  if Eldevin decides to explode one day and the servers decide to go on strike the day after.  

 

My advice with tickets is, after created check up on them. Make sure your email is updated as that is how the system contacts you to advise you that your ticket circumstances have been altered or changed. If all else fails then wait a period of time, make sure that if they are waiting for a reply you do actually reply otherwise it will auto close. If all else fails you can ask for an update with the staff.  

 

One thing you should never do is make multiple tickets, serves no purpose. Hoofmaster has always, in my view, been very vocal and public about customer service and I'm sure he's floating about somewhere. Sometimes things go wrong and tickets get forgotten about.  Human errors FTW, but yeah I can understand your frustration  

[Removed18058]

we all love you scott!

[McGregor08]

 I think that what is really  being said here is if nothing else just put a quick notice in the forum for the game in question when a problem occurs just to let people know they know what is going on