Runes of Magic US / AU

i for one am thankful that someone is finally stepping up and letting us know what's going on and admitting that they messed up.

Quoted from "Dionaea;510324"

DoreiNeko, if I read correctly you never submitted a ticket in regards to the missing house chest? So our support would not even know that you have been affected as well. Please submit a ticket as soon as possible, you can find a link to the support portal in my signature together with a small support guide.

I submitted separate tickets for each of my 15 alts on Reni that were affected by the missing house items. I only ever got replies on 5 of them. The replies first said to wait as scripts would fix the problem, then I got a few replies that scripts had been run so everybody should have gotten their items back and were closing the tickets, none of the scripts worked, zero items were replaced.

I reopened the tickets to say I was still missing them but they were all eventually closed, most without any notice to me.

I suppose I'll have to resubmit/reopen them once again.

Quoted from "Silberfuchs;510280"

Chest issues
No matter what goodness we post there is always at least one answer going toward the “and what about the chest items that I lost?” Going straight forward: there are about 500 of you folks that are still waiting on the items being returned. The reason for this is that due to the massive amount of time that went by our Customer Care cannot reimburse those items as the database cannot check back that far.

But that’s not the end of the line. We’re working on a reimbursement bundle for these troubles. The details as to when these bundles will become available and how you will obtain them will be disclosed as soon as we have all the information confirmed and tested.

The bug itself has been fixed since a while so you should be safe to use housing chests again.

Massive amount of time? Not really. Storage space is cheap. Best practices would also dictate that database backups relevant to ongoing tickets should be kept and not discarded. (or were the databases lost or deleted in the server move?)

I've run a MUD since 1995 and have player data backups dating almost back that far. It's a matter of scale but the data volume relative to the space available is roughly the same. To say a few months is a massive amount of time is certainly overstating.

For full disclosure, I don't play this game anymore even though I still lurk the forums (more out of habit than anything), so perhaps what I'm saying has already been addressed. There are countless things EU doesn't know about which FA has done to create disdain in this community. Things like this don't just happen overnight, because of siege or a few missing chest items. There have been multiple corporate policies and it had been going on for years which EU may or may not know about.

Just to barely scratch the surface: You note that there are being little packages created for people whom have lost chest items. This is a good idea, but the community has heard this all before. I believe it was the weekend of Frogster's birthday a while back when an excellent diamond sale was going on. We were promised a big surprise on the day of, and sure enough, a sale on top of a sale ensued as anticipated for a very small time frame. Unfortunately for FA their multiplier was incorrect, but the sale was well within line of what people were expecting. The people got the the diamonds as it was advertised on the website when submitting their credit card information, and all was well and good until the next day...

Accounts locked, diamonds taken, no reimbursement. People felt screwed by having diamonds stolen from them which they had purchased. A large number of people were so upset that they canceled the payment on their credit card and subsequently had their account banned. Friends lost, memories gone, you get the picture. If you're going to promise anything to these people you best follow through quickly, because they've heard it all before.

I wish EU came straight with US players right off in saying that it was a take-over instead of trying to fluff it up claiming that you were trying to help communication between EU and US. The above was just one example of why anyone involved in any decision making should have been fired at FA. Any good company would've just eaten the losses, but FA was not a good company.

I don't hold any ill content for Nick aka Swag what-so-ever. I agree that he could've done some things differently, but looking back in retrospect I believe we could all learn from some mistakes we've made in the workplace. People need to realize that the community manager isn't the shot caller -- he's merely here to bridge the gap in between corporate and community. Swag did this quite nicely, could write an English sentence and spoke with more eloquence than any of the other community managers FA had. I thought Swag's RoMCasts were good, and he gave the community Owenstein, which was a great idea at the time.

I also read something in one of the forum posts with one of the EU employees saying that it looked like the community was trying to get these volunteers fired, and couldn't believe it. I stand with the community on this one. I'm not sure about the people now, but a couple of months ago I had one of my posts locked in OPEN CHAT saying that he felt that there were better forums for such discussions. REALLY? It wasn't a topic about anything illegal, or even anything controversial. I can tell when someone hasn't done anything but flip burgers at McDonald's, because they get all hard over every little ounce of power they get, and use it. Frogster shouldn't have just cleaned out at FA, they should've replaced the moderators and everyone else with them.

Quoted from "Collusion;510559"

For full disclosure, I don't play this game anymore even though I still lurk the forums (more out of habit than anything), so perhaps what I'm saying has already been addressed. There are countless things EU doesn't know about which FA has done to create disdain in this community. Things like this don't just happen overnight, because of siege or a few missing chest items. There have been multiple corporate policies and it had been going on for years which EU may or may not know about.

Just to barely scratch the surface: You note that there are being little packages created for people whom have lost chest items. This is a good idea, but the community has heard this all before. I believe it was the weekend of Frogster's birthday a while back when an excellent diamond sale was going on. We were promised a big surprise on the day of, and sure enough, a sale on top of a sale ensued as anticipated for a very small time frame. Unfortunately for FA their multiplier was incorrect, but the sale was well within line of what people were expecting. The people got the the diamonds as it was advertised on the website when submitting their credit card information, and all was well and good until the next day...

Accounts locked, diamonds taken, no reimbursement. People felt screwed by having diamonds stolen from them which they had purchased. A large number of people were so upset that they canceled the payment on their credit card and subsequently had their account banned. Friends lost, memories gone, you get the picture. If you're going to promise anything to these people you best follow through quickly, because they've heard it all before.

I wish EU came straight with US players right off in saying that it was a take-over instead of trying to fluff it up claiming that you were trying to help communication between EU and US. The above was just one example of why anyone involved in any decision making should have been fired at FA. Any good company would've just eaten the losses, but FA was not a good company.

I don't hold any ill content for Nick aka Swag what-so-ever. I agree that he could've done some things differently, but looking back in retrospect I believe we could all learn from some mistakes we've made in the workplace. People need to realize that the community manager isn't the shot caller -- he's merely here to bridge the gap in between corporate and community. Swag did this quite nicely, could write an English sentence and spoke with more eloquence than any of the other community managers FA had. I thought Swag's RoMCasts were good, and he gave the community Owenstein, which was a great idea at the time.

I also read something in one of the forum posts with one of the EU employees saying that it looked like the community was trying to get these volunteers fired, and couldn't believe it. I stand with the community on this one. I'm not sure about the people now, but a couple of months ago I had one of my posts locked in OPEN CHAT saying that he felt that there were better forums for such discussions. REALLY? It wasn't a topic about anything illegal, or even anything controversial. I can tell when someone hasn't done anything but flip burgers at McDonald's, because they get all hard over every little ounce of power they get, and use it. Frogster shouldn't have just cleaned out at FA, they should've replaced the moderators and everyone else with them.

Yeah...this post about sums everything up. Good post here.

Quoted from "EscapeTheFate03;510507"

Great to see issues being addressed & acknowledged =)

But I highly doubt only 500 are still missing chests... I bet that means 500 accts not 500 characters.

Sad to see that the database is no longer accessible. I don't know about anyone else but I had to suffer thru them asking me approximate dates I had originally acquired items, went thru about 5k screenshots on my pc & laptop trying to figure out all that mess... I got so tired of looking that I only gave the dates of items in 1 of my 5 characters' chests. The other 4...omg, headache mostly coz I move stuff around & visit my alts houses & store things there & sometimes I'll mail stuff to my alts instead of throwing them in an alt's house chest. Just to end with this result is pretty sad, but I understand I'm not the only one affected with the waste of time spent trying to narrow down dates on 5 dif characters' chests' items. ='( So far only the character I listed acquired dates of missing items got the chest & 3 of the 20 items back with the other 16 OD gear prolly no hope in ever getting back even though I spent time trying to search for dates but no luck. The 17th missing item was a tiny stack of 6x 100k XP orbs from the Owenstein/Naga Dog Tag event... told them I got an orb every single time the event occurred & was saving them for a dbl xp event or whatever hence why I didnt feed my alts those orbs yet...but still have not gotten anything, & I was pretty sure those would've been the first item to be sent back coz it could be checked due to the server having to keep track of there only being 25k exchanges per day but guess not.

Think I would be more upset if I had put CS items in the chests, but then again, u can always buy CS items being available 24/7, whereas OD gear takes forever to loot, and is beyond overpriced in AH to even consider buying. Ugh.

My husband is guild leader and for our guildies convenience has his house set up so that all crafting can be done in a single spot. Twice all or most of the crafting items disappeared and were not restored when the missing chests were restored. We replaced the items twice at substantial out of pocket cost for diamonds. Will he also receive reimbursement for missing items since these were in addition to the missing chest that he never got back?

Quoted from "Collusion;510559"

For full disclosure, I don't play this game anymore

Personally, I wish you would come back. SJ misses you. Chip

I'm glad to see that some statements have been made to address some of the most important concerns that the community has been facing. That's a big step and I won't be one to stand in the way of progress. Thank you for taking the time to post this, and providing some insight as to what is happening beyond the veil of our perception.

I would like to point out that you guys have done a fabulous job on combating gold sellers, and the economy on most servers is starting to slowly regulate itself out. However, in the aftermath, a new threat is rearing it's ugly head... scammers. They are coming out of the woodworks and in droves. These days you can't recruit 10 members into your guild without one of them turning out to be a scammer. I noticed the new patch "feature" about being able to read private chat logs, and will be subjugated to scrutiny if someone is suspected of cheating. I was hoping that this feature could be used to help combat this rising threat to help provide the community with at least some sense of security. A lot of people have become severely lax in the idea that they'll get suspended/banned for committing offenses because of the lack of appropriate response times and the disappearance of GM presences. It would go a long way if just a small display of authority were to be established.

Thanks again for opening up a dialog.

"Reimbursment packages" eh? Like we haven't all heard that one before.. anyone remember the Reni/Indigo packages we were promised for months that never happened?

Also.. how is some little package going to be able to replace thousands of diamonds that some people lost in their house chests? Unless the package is a voucher for 5K diamonds or is tailored to each individual person it's simply not going to go anywhere near enough for the people that lost chests full of item shop items.

On Siege: Just thank god it's fixed. I don't even care that it's buggy.. at least it's bag to old-buggy and not the new-buggy we've been dealing with lately. I was going through PvP withdrawal with no Arena and no Siege.

Working on a reimbursement bundle at least its something and thanks for the update on whats going on. I haven't been playing since the house chest disappearance issue. It just really ****** me off! 8 characters on 2 accounts lost all my dura gear and weapons I was collecting for me and to sell. Tens of millions worth of stuff. 2 years worth of stuff well thats enough I'm starting to remember how angry I was ... am

While some of this has been said before, I appreciate the new information. It's always good to see that the CMs actually know what is happening instead of speculating like the rest of us. I understand that FEU is probably working their tails off. I had a question about Aeria games acquiring distribution rights; What is their reasoning behind IP blocking players from certain countries/continents? I know a few players from other continents that are great people and would rather not play any of their awful, native MMORPGs.

I'm glad Siege War has been demoted to "Never works as intended" status, because it's a majorly important part of the game that people consistently complain about. I'd like to see more stability in Siege Wars and maybe upscale the guards and balloons.

The amount of Gold spamming on Osha has really gone down, and for the most part our economy has stabalized. It's not to the way it used to be, but I don't expect it to change so drastically.

Thanks for the honesty and dedication.

Quoted from "Rossbot;510800"

While some of this has been said before, I appreciate the new information. It's always good to see that the CMs actually know what is happening instead of speculating like the rest of us. I understand that FEU is probably working their tails off. I had a question about Aeria games acquiring distribution rights; What is their reasoning behind IP blocking players from certain countries/continents? I know a few players from other continents that are great people and would rather not play any of their awful, native MMORPGs.

I'm glad Siege War has been demoted to "Never works as intended" status, because it's a majorly important part of the game that people consistently complain about. I'd like to see more stability in Siege Wars and maybe upscale the guards and balloons.

The amount of Gold spamming on Osha has really gone down, and for the most part our economy has stabalized. It's not to the way it used to be, but I don't expect it to change so drastically.

Thanks for the honesty and dedication.

Ross, what Silberfuchs said was only that Aeria acquired the rights to IP block with the license, not that they have announced any intention to do so. They can if they want to- that right comes with the license, but it's been said by others in this thread that Aeria doesn't have a habit of actually enforcing IP blocks in other games that they publish, so until Aeria says otherwise, there's no reason to worry. And you are right- IP blocks are sometimes silly and counter-productive, and I bet that's why Aeria doesn't use them in the other games they publish. Forcing someone to play only your version might make a customer want to play something else entirely.

My South-American guildies aren't particularly worried, though they are watching just in case. It could be a year or so before anything actually happens with Aeria and RoM anyway, so that's not really a bridge that's going to be crossed anytime soon. And there is absolutely nothing FIA could do about it, because they're not the publisher in those regions- Aeria will be.

That's my understanding of the issue, anyway.

[COLOR=black ! important]Do we have timeframe



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Hello Silberfuchs,

I hope to see you here more on the US forums, as any feedback you can provide is appreciated.

That said, there is an issue I feel needs to be addressed. It was briefly touched on in your initial post- that of communication.

To be blunt, there is none. Zero. Zip, Zilch, Nada, Goose Egg, you get the point, between this community and one of its other, more vital parts- that of Runewaker. The most we currently have is an email address to forward our admiration and concerns to, and you can see the email here: http://www.runewaker.com/en/contact.php

Without going into too much detail, I can honestly state that this lack of communication from the developer to their fans (and vice versa) is the single largest factor currently holding Runes of Magic back from becoming an awesome game. I myself have emailed that address with concerns, suggestions, and kudos on what was done well- all with no response. Maybe it was because my emails weren't in the right language, or maybe Runewaker only checks that email address for emails from their investors. It may be that they simply do not wish to communicate with those that play the game in the States, even their website states that their primary focus is on the Asian markets.

The fact remains that they are the developer for a game they chose to have published in the United States. If they're finding the market here unpalatable, they need to let us know so we (one of their target audiences) can try to change that fact. If they feel as though publishing in the states came with drawbacks, they need to state what they were so that the community can make an effort to work out a compromise. Now for the bombshell, and it's a big one:

Please provide us with the contact information (name, phone number, email address, and any other information) that you use to contact the Programming Department, the Game Design department, the Art and Sound Departments at Runewaker. Even if you may not be able to persuade Runewaker that bringing Siege out of Beta is critical to the continued success of their initial game, or that fixing ancient bugs should take priority- you aren't us. And we can be very persuasive.

A simpler solution to aide in the load balance problem for SW might be to limit the amount of guilds per server and restrict it to level 12 guilds only with 10-20 guilds per server limit. Right now the resource balance between servers, if you take the time to monitor it, is the most likely cause. You have high load servers communicating with low load servers and the result will be latency where they meet.
While you're at it, bring down the ruby stone cost for upgrades or offer those packages again so we can buy the 2,900,000 ruby stones we need to further upgrade the builds so it can be done in my lifetime.
thank you

I believe that for a game to truly survive - even with bugs. The staff needs to communicate with the people. Show the people that you care, come out from your cave dwellings and show that you are actually here listening to them. Sure, you might get tons of "complaints" but, as a Gm on an actual server when people ask for it, people will go nuts, it might actually brighten our day that someone is here listening to us in game.

As for the missing items, tons of people pay dias in this game, they use real money. Because that's almost the only way to get better in this game (pay 2 win). Without spending everyday of your life playing and grinding out everything, just buy dias with real money and then sell them to people for profit ingame, but when frogster/runewaker messes up. When these items are lost because a server explosion, or your little hamster on the wheel died. You need to make up for these items, people paid money, real money, for these items (most likely) reimburse them.

Other than that, tell Runewaker to stop with the "festivals" and "events", and turn to their main money maker. Siege war is why most people play. It brightens there day when they fireball a rogue, or backstab a scout. People really put money into this game, because they believe that siege war will get fixed and that they will get good enough to kill people in it, to win sieges. Though, you can't when them when you're rubber banding all over the place, or hit your flame and then 15 mins later it casts.

tl;dr siege is the main priority, fix it.

RW has to intensify the work on siege war. There is another siege war with hundreds of players just around the corner. To compete with this feature ROM´s SW has to run properly in near future.

Quoted from "aglupus;511052"

I believe that for a game to truly survive - even with bugs. The staff needs to communicate with the people. Show the people that you care, come out from your cave dwellings and show that you are actually here listening to them. Sure, you might get tons of "complaints" but, as a Gm on an actual server when people ask for it, people will go nuts, it might actually brighten our day that someone is here listening to us in game.

As for the missing items, tons of people pay dias in this game, they use real money. Because that's almost the only way to get better in this game (pay 2 win). Without spending everyday of your life playing and grinding out everything, just buy dias with real money and then sell them to people for profit ingame, but when frogster/runewaker messes up. When these items are lost because a server explosion, or your little hamster on the wheel died. You need to make up for these items, people paid money, real money, for these items (most likely) reimburse them.

Other than that, tell Runewaker to stop with the "festivals" and "events", and turn to their main money maker. Siege war is why most people play. It brightens there day when they fireball a rogue, or backstab a scout. People really put money into this game, because they believe that siege war will get fixed and that they will get good enough to kill people in it, to win sieges. Though, you can't when them when you're rubber banding all over the place, or hit your flame and then 15 mins later it casts.

tl;dr siege is the main priority, fix it.

nuff said i agree 100%

Wow. Just when you thought it couldn't get any worse, it gets worse.


The degree of incompetence displayed in the aftermath of the missing storage chests incident is stunning. I haven't seen simultaneous IT and CC failures of this magnitude since, well, since ever.


You guys LOST the data you supposedly had been combing through daily since the incident occurred!? You're actually claiming that "the database cannot check back that far?"


That is either impossibly hard to believe or... Just plain old not true. I now have ZERO faith in this company and in this game.


Ridiculous.

Quoted from "Twizzlestick;511206"

Wow. Just when you thought it couldn't get any worse, it gets worse.


The degree of incompetence displayed in the aftermath of the missing storage chests incident is stunning. I haven't seen simultaneous IT and CC failures of this magnitude since, well, since ever.


You guys LOST the data you supposedly had been combing through daily since the incident occurred!? You're actually claiming that "the database cannot check back that far?"


That is either impossibly hard to believe or... Just plain old not true. I now have ZERO faith in this company and in this game.


Ridiculous.

It's not about losing the data, it's the fact that the time of the incident was not known.

No real back-up could have been made. I remember what the GM's/CM's stated during this incident when FAI was still around and the responses of players who have a lot of technical experience.

This incident isn't as easy as you think it was to fix.

-TunaShake