Runes of Magic US / AU

Remember all the XP events we had, the daily ticket weekend gift NPCs, the 125 diamond small puri packs, the helping hands NPCs EU gets but we don't. Remember 80% of the time siege was bearable, oh and when we had weekly sales, and weekend sales that lasted more then 3 hours. Remember how Karrma, nytefall, and hathore would visit the servers, hold contests, do romcasts. There was hype, community involvement, news and sneak peeks on coming content.

Now we get alot of apologies, and "I'll forward that" but before either of those come we get weeks of silence from frogster, and we get the same sales at EU but not the same special events.

How are we supposed to feel? I know the silver lining folks or new people don't really know what I'm talking about, now were just a bunch of servers sitting in a room in Florida with a contracted IT guy. If you're gonna sell the US license for RoM off please let us know, or if you are going to pull the plug just do it. Otherwise come at us 100%, hype this because if you can't fix certain things that's fine, just keep it exciting, appreciate us.

Quoted from "regentego;512035"

Remember all the XP events we had, the daily ticket weekend gift NPCs, the 125 diamond small puri packs, the helping hands NPCs EU gets but we don't. Remember 80% of the time siege was bearable, oh and when we had weekly sales, and weekend sales that lasted more then 3 hours. Remember how Karrma, nytefall, and hathore would visit the servers, hold contests, do romcasts. There was hype, community involvement, news and sneak peeks on coming content.

Now we get alot of apologies, and "I'll forward that" but before either of those come we get weeks of silence from frogster, and we get the same sales at EU but not the same special events.

How are we supposed to feel? I know the silver lining folks or new people don't really know what I'm talking about, now were just a bunch of servers sitting in a room in Florida with a contracted IT guy. If you're gonna sell the US license for RoM off please let us know, or if you are going to pull the plug just do it. Otherwise come at us 100%, hype this because if you can't fix certain things that's fine, just keep it exciting, appreciate us.

Don't ferget the fact that FAI tickets took 3 days or more to respond FEU ticket responds are almost non existent. Lets hope a hurricane doesn't hit the servers either >_> I miss the community involvement but you know Ebi, they have ALL of EU to take care of FIRST, b/c that is THEIR priority. Then U.S. comes next. That's prolyl why we don't hae Weekly/daily sales anymore. Jus tnoe enoguh time in the day i guess... If they were going to hae this much trouble why shut down FAI? R.I.P. RoM. Guessing this is why Frogster turned down RUnewaker from publishing anymore of its games b/c the communication is THAT bad. Good luck with your new games, Tera and Eligium, jsut learn from this game... and haebetter communcation with the makers.

Gigi, we get the same sale EU does, so if we got short 4 hour weekend sale and 3 hour DIAS offer, EU did the same, just 9 hours earlier.

We did not get any of EU events like last one with costume screen shots from instance, but we did get NPCs that gave away transport runes, guild runes and other things.

Please try to be correct in your statements, don't make it look more bad then it is.

The statement that you do not have special sales anymore is false, you have the same sales and offers as EU has now. Why the sales and offers are not every day now? We are trying to break the routine and a different approach. Both on EU and US. That does not mean we stick with that forever, but please keep in mind that sales and offers are supposed to be special and not a given, else they would not be special sales and offers anymore but the regular deal

Depending on how well the coming offers and sales are received by the community, they are always subject of change of course.

You now have the same support portal as EU does and while we still struggle with an increased ticket request load, we are starting to see a light at the end of the tunnel. Our supporters help hundreds of players each day within their limits and procedures. Patience would be the keyword at the moment. Every ticket request will receive assistance as much as we can.

Events will still be coming, as a matter of fact we have some planned in the near future and same as with sales we are trying to make similar events around the same time frame for US and EU as much as possible. As soon as we can share more details, we will do so. CM GMs will show up in-game just as they have in the past, for example for the SuperBowl Weekend and the White Wedding Event. (While our Customer Support members are very busy hammering away at tickets, please keep in mind that CM GMs are not from Support, but Community Team staff members, there to host events and hand out goodies so they can not answer any support ticket related questions.)

So, no licenses will be sold and RoM will not be shut down.

@Dio,

We were hopping that you fired sales department staff.

:p

Yeah, if we got all the bad EU things (not thinking of FEU staff :p, more like prices and broken support), give as also some good things. I assume DIAS npc is next move to stop all QQ-nes that it's not fair to have them on EU and not on US servers.

I'm going to withhold judgment on the compensation package until I see if:
1) It actually exists
2) I receive one, as I should
3) It has a value roughly equivalent to what it should.

If there is any room left for negotiation with management on the contents of these packages, I would like to suggest that someone make sure it not only has quality, useful items to reimburse our losses, but that it goes above and beyond to compensate us for the aggravation and nearly half a year of lies, half-truths, non-existent answers, lack of answers to support tickets, platitudes, and empty promises. If I stood in line in Walmart for months waiting for someone to find my missing, paid-for layaway items, you can be darn sure they'd be forking over a sizable gift card just for my time and frustration. I expect the same, and yes, I have become one of those irate customers I have always hated so much. But this...this whole situation has been horrific.

So yes, reserving judgment until next week's patch to see what happens. But know that the pitchforks and torches are being held close at hand.

Quoted from "Neelah;512423"

I'm going to withhold judgment on the compensation package until I see if:
1) It actually exists
2) I receive one, as I should
3) It has a value roughly equivalent to what it should.

If there is any room left for negotiation with management on the contents of these packages, I would like to suggest that someone make sure it not only has quality, useful items to reimburse our losses, but that it goes above and beyond to compensate us for the aggravation and nearly half a year of lies, half-truths, non-existent answers, lack of answers to support tickets, platitudes, and empty promises. If I stood in line in Walmart for months waiting for someone to find my missing, paid-for layaway items, you can be darn sure they'd be forking over a sizable gift card just for my time and frustration. I expect the same, and yes, I have become one of those irate customers I have always hated so much. But this...this whole situation has been horrific.

So yes, reserving judgment until next week's patch to see what happens. But know that the pitchforks and torches are being held close at hand.

100% agree... Though its only been 1/4th a year of lies, half-truths, non-existent answers, lack of answers to support tickets, platitudes, and empty promises... Not that the time frame makes these any better.

Im not getting my hopes up about these packages... but I can say that my future in this game may be swayed by the reimbursement for wrongdoing done to me in the form of these packages. Im hoping things will be squared away and made even, but only time will tell.

I ahve to agree equality on betweenthe US and the EU servers is what is needed.

I sit & wait to see....

I'm not even sure my ticket is still active.

My fault, I forgot my ticket account password. I have tried to reset it but unfortunately by the time the email with the reset link arrived the link had expired.

I don't really expect the reimbursement package to be worth the hassle of chasing up a password reset as I doubt I will ever bother sending in another ticket.

As far as long-ago lost items (for instance on another server) I've simply given up. When I discovered it I briefly considered sending a report to support and realized I'd simply get another reply that "we can't help you" and didn't bother. Want details of what went behind the decision? You actually don't.

And as far as siege war goes, the problems with that hale back to the beginning of Open Beta. None of the problems have ever been satisfactorily resolved, although there have been palliatory fixes. I'm currently playing the game because I'm a guild leader, I have some money (fortunately not much) invested, I have friends here and there are good parts to the game. Far be it from me to mention any other game, company, method of playing, server or anything else which could detract from board rules.

And as far as the overuse of words and phrases being emphasized I'd probably better stop now.

Quoted from "Dionaea;512348"

So, no licenses will be sold and RoM will not be shut down.

Meaning, license is renewed or extended?

New sales strategy would make sense if everything is working as supposed, but atm we all see huge population drop and would be best for all if you get more aggressive with sales and offers and/or do something like riddle event...

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.

Actually, we were instructed for some time after the initial event not to submit tickets. Those of us who did submit tickets were told to wait and resubmit later once we were informed that Frogster was ready to receive the tickets. More recently the ticket system changed, and the last few times I've tried to log in to try submitting the tickets, the system has been down. So I and many, have probably not submitted tickets. Did someone say they thought there were still 500 tickets on this? Not likely an accurate number.

Secondly, I keep hearing how responding to tickets is such a huge and daunting task, and yet the server populations are dropping faster than jaws of the FA peeps when they realized they deleted all the house chests in the first place, and yet it seems there is no effort by RuneWaker or Frogster to recruit new blood. How about addressing the accounts that have had some activity in the last week first, then worrying about the rest once siege is fixed, that one guy gets his staff back, the Cubs are back on top, and world peace is restored. Then again, if you wait till GW2 comes out the problem might just solve itself, but then what would you do with all your time?

Here's an idea, host an open forum to discuss the server problems in detail with players. It is clear to me that Frogster is underestimating the wealth of knowledge in the remaining player base on issues such as Siege. Stop with the defensive stance and start listening. You have people who actually know what they are talking about, people who do networking at a larger scale that all of Frogster, and people who worked with Bill Gates, all offering to help solve the issue, save the game, and maybe even teach Frogster a dozen things in the process. To pass on such an opportunity, you would surely be fired at a real company.

I don't want to see RoM die but unless something huge is done it most assuredly will. Merge servers, merge the Facebook servers into regular servers, recruit, advertise, post stats showing growing populations encouraging players to stay, fix siege, clean up the grammatical errors on the ULA for crying out loud, stop asking if I want to submit a ticket because the game crashes every time i log off, do events up until the holiday which they represent instead of starting on the day and lingering until who knows when, host beta servers and post beta patch notes before patching, and since its clearly over the heads of the people who are currently working on the issue of siege and in-game lag, enlist the free help of the experts who could help you save your game. If you do all those things tomorrow, its probably still too late, but I'm still pulling for you.

Quoted from "Trebbaron;513477"

Actually, we were instructed for some time after the initial event not to submit tickets. Those of us who did submit tickets were told to wait and resubmit later once we were informed that Frogster was ready to receive the tickets. More recently the ticket system changed, and the last few times I've tried to log in to try submitting the tickets...

This entire quote made me moist. This guy knows whats going on.

Quoted from "Trebbaron;513477"

Secondly, I keep hearing how responding to tickets is such a huge and daunting task, and yet the server populations are dropping faster than jaws of the FA peeps when they realized they deleted all the house chests in the first place, and yet it seems there is no effort by RuneWaker or Frogster to recruit new blood.

wow, so I'm guessing after this comp pkg is sent to us, does that mean we have to say goodbye to all our missing items/all our tickets r closed & there's no hope of ever receiving our missing items back?

omg, so what's the point of sending in tickets if we haven't already, if all we're gonna get is the comp pkg regardless? grrr this is so aggravating ='(

I'm still on the fence as to whether FEU is going to be better than FAI. Main reason: I submitted a ticket about the quest "Waiting Game" at the end of Xaveria. In it, I stated that I was DC'd while trying to use my rune catalyst, logged back in and the catalyst wouldn't work. So I dropped the quest, picked it up, then did about 19 quests in an attempt to complete the conditions -again- (first time it took 9 quests; even though the quest says . I requested that Waiting Game be auto-completed for me, as I'm not going to waste more time on a bugged quest.

What was the response? The support team can't auto-complete quests, only the developers. Also, they said I should drop the quest and pick it up again to get a new rune catalyst, then do the quests again. Despite the fact that I had stated I did that, as well as enough stupid old bag quests to satisfy the conditions twice over, and it still wasn't working.

Summation:
Me- Hey, this quest broke. I dropped it, took it, tried to complete it. It won't complete.
FEU- Hey, drop the quest and take it again.

I thought we were supposed to have a compensation package for our missing chests with this weeks update??
I logged in and....nothing, and I do have a support ticket in over the chest.

See, and that is exactly why we usually don't give out planned ETAs

The plan is still the same, to get you those packages asap, yet it did not happen with this maintenance so the plan has slightly changed. I will not again make the same mistake twice to tell you what our plan is, as it again might be subject to change. As soon as we have verified and 100% solid information on when you can expect the packages, we will inform you.

I was just wondering no need to all wound up over a question and besides we pay real money for this game just the same as if it were subscription based and we do expect some kind of communication from you all.
Its no biggie we've waited and can wait till another week was just wanting to make sure it wasn't shelved.

No, it is not shelved

We just want to make sure those packages are fitting for those who lost stuff, hence why we review them a lot.

Uh-huh, yeah..... We'll see. Not gonna hold my breath.
In the meantime, my money is going to other games, not this one.