Announcement Ask the CMs in English

GoP Suggestion done!!!

https://board-en.drakensang.com/threads/gop-suggestion-a-better-way-to-upgrade.68629/

 

100% agree with ScientiaPotestasEst. Very good post. I never understood Bigpoint's attitude toward its customers who are the very source of their revenues. People have spent thousands of dollars on their accounts to only get a sour taste in their mouth. How a company can choose to make their clients feel so unappreciated, especially in this very competitive online gaming industry?

I remember the last Twitch with Haruki and Greg, where Greg in reply to a question from a player to the effect of "How many DKs have to quit the game before things get fixed?". CM Greg compared the game's flaws with with an iPhone 6's software and updates to make it better. What a poor comparison that was! and totally out of proportion! Let me go along the same lines of CM Greg's comparison: iPhone 6 is a great product and if it needs software updates it is still an iPhone 6 and it never ceases to be one, but what we have here is .... today you feel it is the renowned Apple product, tomorrow BP brings "an update" and all of a sudden you feel that it is no longer an iPhone 6 but some crappy-no-brand broken device that no longer has any value whatsoever. That twitch was very poor. In saying that, I really liked the previous one with the game designer Jason, his answers were thoughtful and had a gist, I got an impression that he is really trying his absolute best to make this game a better experience.

And whether they deny players leaving the game or just choose not to admit it, players DO leave this game. I started in 2012 on Tegan, I remember the prime days of the game, PvP lobbies were full, there was so much activity on the server. It is now DEAD! Toons deleted by players themselves. Impossible to get a PvP match... sad

Yes, there have been absolutely awesome changes made, a lot of very hard work involved, THANK YOU, I truly mean. But please don't make your players feel unappreciated and do not talk down to them, they are your bread and butter.

Whenever I go shopping for anything, if I don't get acknowledged or feel valued as a customer I walk out the door without hesitation and take my money elsewhere. Something to think about.

 

I am on your side if it comes to customer service, I guess everyone is who at least saw one company going down. But there are 2 sides of this.

BP is quite special compared to normal service models:

They have a 6 digit number of customers and about 20% are paying them I assume.
So to do real customer support such as amazon for example, you would need to have all customers paying premium and the support and marketing department would be blown up to around 80% of the companies value.

That is like 8 of 10 people in a restaurant hanging out there and not ordering anything. Even more some of them call the waiter all the time. So this is why internet companies like BP are normally very slow and reluctant with free services. Also this is why the general attitude of real stores is a different one toward their customers.

That being said, yes, the developers could tell the CMs a bit more about their motivation. More transparency would be good to the game.

 

True ScientiaPotestasEst. The same I told before few days to one moderator.Customer service is pretty poor in BP.Support answering mostly automatically without to read all content of the mail,some moderators are arrogant,etc...
Me like a player and payer from 2012. dont feel I am getting nothing for my hours and money in the game.
I really like idea of the BP company to make reachable games to every kind of people or kids without to need to have very good equipment to have fun but for long lasting business its crucial how you treat them.In the game are many adult players (mostly they are that part who are financing DSO) who will not "eat" that kind of treatment.
Make database segmentation.What happened with TGC? With NPC Emilia? Make measuring of hours of playing,of paying,new comers,1y-2y playing ppl,etc... and treat them.
Send something little for birthday for Christmas,send questionnaires to every database or idk what...ofc all this near to provide us a good game
Sincerely,
Your still surviving DK

 

Very well said! And yes, database segmentation is a must and would be a good step towards creating a strong customer retention program.

I also see the point in Wizzo90's post and totally agree that side too.

 

Dear CMs Greg and Haruki,
Please do not consider my posts as personal attacks as in no way I would allow myself do that, but take it onboard as constructive feedback.

I understand how challenging your job is, but this has to be a dialog.

PvP on server Tegan is agonising, it's near death. I see my good old friends have their names greyed out on the buddy list...

Why not consider an unified PvP server or maybe even merging all servers with multiple layers of instances (not sure if it would be possible technically)? Something has to be done as a matter of urgency whether it is creating a universal PvP ground, server migration or server merging. For majority of players who are supporting BP financially, PvP is of great importance.

I would also like to comment on my customer support experience. The people I have dealt with (not allowed to mention their names) were great, their manners are superb! From what I am seeing here, maybe I was lucky to have my enquiries handled by these 2 people (you can look up their names in the log files) but on this end, I am very happy with your Customer Support Team. They were very polite, genuine, took ownership of the tickets and saw it through to completion.

 

Thanks Haruki,

I would like to see if writing here affects the road map for November/December. Since a new skill was introduced, I would like to see two new buttons available, one to the left of the health gauge, and one to the right of the mana gauge, which will allow any item to be used, for health potions, mana potions, or buff items. The tab key could be changed so that instead of just the right click button being changed, a whole new set of skills are given; useful for players switching between PVE and PVP, especially if they have the premium second variation of skill points (would need to replace the alt right click button with perhaps text "set 1", "set 2").

I would also like to see a last logged in column of guild members.

If guild pvp is 10 vs 10, i would recommend changing it to 5 vs 5. Very few guilds will have 5 people online willing to do pvp let alone 10. It is probably just another option, guild 3 vs 3, guild 5 vs 5...

These ideas have been suggested in the test creative corner part of the forum, which i hope is considered when the road map is worked out.

 

So your saying that the hidden achievement its a kill achievement , and is this monster rare or can only find in 1 place in lortac ?? I have some quite monsters in my mind now and each of them are can only found in a certain place ....

 

The CM's may return, just as soon as BP makes up their minds.
Human Shield is a tough job description, but it is easier than cannon fodder.

 

Could we do something about unique items we get from Mortis? The Amulet he drops has become really useless now- please compare it with this Extraordinary item:

first Chain of Death:




and now our Extraordinary Item:

 

Well, I guess you can personally choose who you feel sorry for. But please do not feel sorry for me.

Btw, jumping in to confirm that I am a rather busy individual these last two days so I will make time tomorrow to drop by and answer the messages here. As I have always said: this is just one of the multiple mediums where we operate.

Cheerios,
Haruki

 

Can I ask a quick question please. I just got round to watching the last twitch and I noticed someone asked a question about saragon coming back and greg/haruki made the point quite clearly that saragon was dead never to return and his items would not be getting an upgraded lvl50 version like others.

now, my question is, why then if he is dead, never to return, is there a quest in lor'tac expansion to help saragon prepare the way for his return to help kill dragan?

 

You are comparing a level 50 item to a level 40 item.
In my opinion, level 40 unique items should not have to have better stats than a level 50 Extraordinary item.
When you are level 40, you can get that unique item and feel the power of it and as you level to 50, there has to be better rewards, better items, even at extraordinary/legendary levels that you can find without much effort which can replace the level 40 items.
Otherwise, it will not be as much fun, because you will have to hold on to your old items for a long time and that is one of the things people complain a lot.

The new items are not as good as old items. They should be all the way.

Besides that by making the new items have better stats, gives a purpose to the adventure. We feel rewarded as we find better items.
Think about it this way, if the extraordinary item can be that good. What about the legendary and unique items at 50 that are yet to be found?

 

Haruki,

could you please explain why warriors have one hand weapon - axe with base critical hit rate? And its not small stat, I cant see 50lvl axes on my little warrior but 50 lvl axes have 1k+ critical hit rate as a base stat. Isnt it little unfair to other classes? So now all warriors can just switch to axes and have good critics even with dragan set and enjoy killing all others more easier..... Why do you improve only warrior class? Are they the biggest payers in this game?

 

I generally agree, except this is a mortis drop, and mortis is still an endgame boss for level 50s. BP probably should come up with some scalable gear.

That being said, the PWs are on the docket for expansion and updating, so I am just waiting for that to happen.

 

Maybe because warriors dont have quiver,book,etc? From where to "hell" get a crit otherwise? btw. dont worry axe are very slow weapon,so we lose also there... And yes,I think minimum 80% of the big payer are tanks...You know why? Because all set for all classes have similar stats...what mean if we want better hp or resistance we need to pay for it...Btw we need it because we have only close fight option and only physical dmg... Thats mean if you pay like a tank you will have exactly the same hp,armur,resistance but bigger dmg,crit,etc...(what caming from the skills too) what is not noramal... Because that we are paying

 

With all due respect, we don't feel sorry for you (at least I don't). You misinterpreted. We're disappointed that you handle your job as community manager aspect so poorly. It takes no more than 15 minutes to 30 minutes to post a quick reply. By multiple medium, we assume you meant multiple language forums of the same "ask the CM thread" and infrequent Facebook posts, it does not appear such tasks take a long time. Given that your replies are generally "improvements will be soon in the near future, but we don't know specifically when or what the changes will be," it is rather difficult to imagine how such replies can take so long from your busy work schedule. If you're part-time and/or posting for other BP games at the same time, then I can somewhat understand. But if such is the case, then it is hard to get sympathy from us because your priority for DSO is clearly at the bottom of the list if we're getting your "too busy, try back later" replies on a frequent basis. If I am wrong, please correct me and enlighten us with the truth.

Just imagine you go to a store or any type of services in general, every time you try to ask a salesperson/receptionist/representative a simple question, you get the response of I'm too busy, come back later or tomorrow; and when you do, the answer is typically "don't worry, it will work out eventually, but I have no idea or can not tell you about the details of where, when, how and what specifically." Eventually, you'd get fed up too. I am appalled by the poor treatment of your customers/player-base, especially when at times, you reply in such a condescending tone laced with insults (see my earlier posts).

1. DK is the only class without crit offhand; Axe is the equivalent at the cost of base damage and speed on the weapon (vs mace, sword, bow, wand, gun). Axe is a terrible weapon in my opinion. Sword is better for PvP and mace for PvE.

2. DK is the biggest payer segment because Pre-155, DK had the greatest growth potential. Majority of the DKs were either heavy payers and/or heavy farmers to solo mortis with blue essence (or super lucky with 2h, but that is rare for non-farmers/payers).

3. R155, not sure if you live under a rock, DK lost the most with almost next to no improvement. On the contrary, Rangers became the best class by a mile. Explosive arrows when marked is 1-2 shot depending on crit/block luck; and spammable.

 

I think the point Yogo tries to make is that the Mortis uniques should scale, so that if you kill him at lvl 50 you should get lvl 50 uniques that are indeed better than lvl 50 extraordinaries... ;-)

Maybe you are, I am not. I think Haruki is doing a great job.

I think you can assume that about 1/3 of the CM's work schedule includes communication with the production/development team, 1/3 communication with forum moderators (handling requests and feedback from some 20 language forums), and maybe 1/3 direct communication with players - via Facebook, Twitter, forums, providing videos, organizing fair visits like to the Gamescom, maybe hosting visitors to their offices...
It certainly takes more time to diligently read some posts here and reply accordingly, especially if it means that the answer has to be requested from the developers first (which may be the case even if the result is only "is in discussion").
From my point of view, this here is the most relevant channel, actually, because you can transmit information of any length and with lots of added content, formatting and whatsoever, in a well-structured discussion - and it is accessible to every player, without needing any other 3rd party account. But I understand not every player is using the forum as we do, actually a lot more seem to follow the facebook page...

I think it's rather a "what goes around, comes around" here.
Also a "real life" shop assistant might not treat you as a loyal customer if you enter the shop just to insult the company and demand some changes to what you bought (or potentially received as a gift), threatening that otherwise you would leave and never return.
I love Haruki's writing style, she always makes me smile!
If you want to be treated politely - well, be nice in the first place.

No bad feelings against you, @ScientiaPotestasEst, and I also understand your point of view on customer treatment, but my personal impression of Haruki's work and attitude here is a different one.

 

Facebook ... Haruki/Greg, hope that you don't waste so much time reading all garbage on Facebook. How can you get useful infos among all "hey, gimme new bonus code" or "dwarf heist event just finished, but when will it come again?" ...

 

You didn't get what @Yogo was trying to say I guess.
Yes, a level 40 unique shouldn't be as good as a level 50 unique and we shouldn't expect this to change as well. We all agree to that.
But the problem here is, These uniques at level 40 are dropped by Mortis at level 50.
We can be less concerned if this item dropped from a normal mob somewhere in Lor'Tac but this is from Mortis, the final boss monster who is at level 50 now .
It takes a lot of resources and time to beat Mortis and farming Mortis repeatedly until he drops a unique takes up even more resources.
When Mortis drops a unique that is 10 levels lower than his level is DISAPPOINTING and the fact that you can easily get a better item than the level 40 unique that Mortis dropped after spending so much on him makes a player feel DECEIVED
A rework of these uniques so that it makes the drop worthy is what Yogo suggested.

My guess is that Mortis is going to be reworked or his drops at least in th upcoming PW rework.
I really hope they do it
A confirmation from Haruki and team will be helpful