Runes of Magic US / AU

Let me jump in here and say that Gameforge sent out multiple emails about the server merges and about what was happening, as well as making several posts here in the forum to try and alert players to potential loss of items if they chose not to log in to the game to maintain the game account 'active' status.

If you have at any point Unsubscribed from the Runes of Magic newsletter, then legally, Gameforge were not allowed to send you those emails as you'd told them you didn't want any emails.

We are aware that this is not the only reason some players never received these emails and this is mainly due to over-aggressive filtering for spam email, either at player or ISP end and is outwith the control of Gameforge.

TL;DR:

• Log into the website and (re)subscribe to the Runes of Magic email newsletter;
  
• CHeck your email program spam settings to make sure the email won't be filtered/deleted;
  
• Log in to your Email provider site and ensure the filters there aren't going to 'catch' the email either.

Quoted from "SilverRosa"

:evil: oh but I was supose to be in the newsletter that is the problem I never opted out of reciving it. There is another problem of that is basicly poor busynuess pratice to treat your customers so poorly.

No the sugestion is NEVER USE THAT METHOD AGAIN.

I only spent 50 can you imagine someone who spent 500

I'm not trying to fan any flames here, but I don't see any bad business practices here. Sure I see them elsewhere like the cash shot etc, but there's nothing here that correlates to poor business practices.

Like Yrcanos stated, there were multiple ways that a player could have been informed about the merge & potential loss of character(s) and item(s). You say that you were supposed to be in the newsletter and that you never opted out of receiving them. This insinuates that you were receiving them and either you ignored them, or your email provider did that for you by placing them in the spam folder. If you didn't receive any at all, then either you were not opted in OR GameForge didn't have the correct email. (Maybe you made a typo when you made your account or perhaps you changed to a new email address and forgot to update what GameForge had).

But still, email was just one of at least 3 ways I know of that players were informed. There were plenty of announcements leading up to the merge made by the GM's here on the forums as well as posts on their FB page.

TL;DR

---It was your responsibility to make yourself informed by either:
---Making sure you were receiving update via email by validating that GF had the correct address and that you received them.
---Being aware of the other sources and taking the initiative to both find them and read them.


GameForge and the RoM team are not at fault here. Plain and simple.

I'm gonna reply to your lines with lines of my own if you don't mind.

Quoted from "SilverRosa"

thats you right now not listening. Just like the helpdesk staff didn't listen.

My idsue was A: I could not log into the game it is a long story.
B: Imade the effort to inform developers that I did not want my stuff deleted and could not log into the game because of family reasons.

My case was thrown out apprintly. That was BS.
I had no time while takeing care of a terminaly ill grandmother to log into a event and I informed the staff of this.

I'm listening just fine. Based off of this, you say that you tried to log in and since you were unable to, you sent in a ticket correct? If that is the case, let me inform you that tickets are sent in nearly everyday and it's commonplace for a ticket to go unanswered for extended periods of time. They don't have the staff to keep up with the tickets that pile up. With that in mind, understand that your ticket was not "thrown out," so don't assume that it was. Nowhere does anything say that it was thrown out. I'm sorry to hear about your ill Grandmother though and hope everything is okay. I have to say that you did make the right choice in choosing real life affairs over virtual unlike some.

Quoted from "SilverRosa"

'But that is still overlooking the obvious...

I had a life iuuse that demanded more attention than this game and my reward for tellung the staff i can not make it was to be ripped off.


Now I only spent 50 and i got thrown under a dammed buss during this merge.

Do you know what I would have done had i spent more. I sent notice of my real life delemma to the staff informing them I wanted to keep my toon but could NOT log in because of timeing problems.

My case since day one of that was GROSELY MISHANDLED.

If you hadn't received a prompt reply from your ticket regarding the issue, you should have hopped into IRC chat. You can talk in real time with a GM (if one is available), and inform them of your ticket. They're capable of thumbing through to a specific ticket if you ask and explain your case. They could have logged into your account for you to make it "active" if you asked. I know I've had a GM move a stuck toon before so they're capable of it.

I personally check the forums on my phone often and have even checked ticket replies on my phone. If you have one, I suggest bookmarking the support page and forums. This should allow you to be informed and check tickets on the go. If you don't.... well... nvm then.

How much you spend is irrelevant tbh. There are players that spend thousands that receive no special treatment. We're all players but at the same time, we're all customers of GameForge. They treat us all equally regardless.

Quoted from "SilverRosa"

And I want to know what they are going to do to make sure it is NOT going to happen again.


Because at the bottom of every news letter it says if you have any issuse contact support. And I did I contacted support about my time issue and it was somehow thrown out.


How are you guy going to handle this and dont feed me no lines. How are you going to prevent this rather stupid way of handleing a merge from effecting players in the same negitive fashion?

They don't need to do anything differently. You had all the necessary options available to you.

Yes it says contact support at the bottom of newsletters, and yes you did, BUT you assumed you were thrown out when in fact you were not. You should have made the effort to re-submit another ticket, or contact a GM via IRC. If you were unable to do so due to your dilemma, then you need to accept what's happened and move on.

The manner in which the merge was handled was not stupid and they did a fairly decent job at informing the playerbase. Yes you had real life affairs that took precedence and sometimes life craps on you and stuff happens. This is just one of those situations. There was nothing more GameForge could have done because the extra efforts you could have made did not happen.

If you're that bent out of shape about the way they handled things, send in a ticket reviewing your experience in losing your account. Complaining here on the forums isn't going to get you anywhere. Who knows, they may be able to reinstate your account still, but that's not guaranteed.

Sadly Yrcanos said everything to be said. as you said you had personal reasons why you couldn't have logged in etc, how would this be Gameforge responsability? they did send e-mails, i personally sent e-mails, text, Facebook message and our own personal website messages to reach all friends, guildies and others i could reach. They gave us more than a 6 months warning before doing it all.

The world doesn't turn around your personal self and will not wait for you to decide when you are coming back. I can understand the pain of losing said account but you should be more responsible if you thought you would be coming back to lay the game. We have heard complaints like yours since march this year and it always makes me giggle that it seems to be a copy and paste of the previous person.

Make a new account, start over and we have a double X weekend, gogogo!!

Quoted from "Rukifellth2792"

They could have logged into your account for you to make it "active" if you asked. I know I've had a GM move a stuck toon before so they're capable of it.

NO.

We do NOT log into people's accounts for ANY reason. We can move stuck toons through a GM tool, which is absolutely different.

Quoted from "Rukifellth2792"

Who knows, they may be able to reinstate your account still

This is no longer available, as we have unfortunately had to tell everyone who has asked since the post-merge grace period passed.

Also, something to get right here: there were no announcements or posts by a GM or CoMa that I could see that said anything along the lines of "if you can't login to your account, just send an email and it will be sorted". The ONLY way that an account made the merge is if it was logged in, as the process was 100% automated. If a ticket was sent in with that goal the person would have been made aware of such via a reply that they would have needed to login to preserve the account. A ticket would not have helped.

Quoted from "Heron"

NO. We do NOT log into people's accounts for ANY reason.

Being entirely accurate here, we just can't log in to accounts - we don't know the passwords.
We wouldn't expect anyone to tell us their pasword either as that means a violation of the ToS - on their part and ours.

SilverRosa, I'm sorry this has meant loss of items and characters for some, but there's nothing to be done now.

Quoted from "Heron"

Quoted from "Rukifellth2792"

They could have logged into your account for you to make it "active" if you asked. I know I've had a GM move a stuck toon before so they're capable of it.

NO.

We do NOT log into people's accounts for ANY reason. We can move stuck toons through a GM tool, which is absolutely different.

Quoted from "Rukifellth2792"

Who knows, they may be able to reinstate your account still

This is no longer available, as we have unfortunately had to tell everyone who has asked since the post-merge grace period passed.

My mistake. I assumed that that's how you were able to move toons that were offline. I was unaware that such a tool existed, and thank you for clarifying my post. Regarding the restoration of accounts, I did say that they "may" and that it was "not guaranteed." I Wasn't trying to say that it could be done, but was again just assuming that GM's had that capability in some way. My apologies if it seemed like I was directing this player to bugging ya'll for a restore as that was not the intent.

Cloak, assumptions is the root of all evil!!!!! hahaha how many people ASSUMED you were hacking in siege through the years?? it was not you hack, you are just that damn good in siege!!!!! loll People ASSUME i can tank!!!! then they die, blame the healer and i am in the clear lmao

Cloak, I appreciate you trying to help this user. I do. My frustrations stem purely from a place of 'players are already generally confused about what gms are, what we do, and what is possible for us'. We have enough trouble with this without adding misinformation to the confusion. I can see that it was well intentioned, but as a long-time player you certainly know that logging into someone else's account is a breach of ToS. Our task is to enforce those terms. We can't go around breaking them when convenient. Also, I feel the team has been clear and consistent about the fact that no further merges are possible. So I don't know how players are still confused on that point.

That's actually the first time I've personally seen "no future merges are possible". It is usually ignored or brought off-topic. And i consider myself one whom browses the forums quite frequently... :p Maybe it was discussed in IRC which isn't something people can check in on for info that was discussed as if they are not there they miss it.

Quoted from "Rougetopriest"

That's actually the first time I've personally seen "no future merges are possible". It is usually ignored or brought off-topic. And i consider myself one whom browses the forums quite frequently... :p Maybe it was discussed in IRC which isn't something people can check in on for info that was discussed as if they are not there they miss it.

there was info about the "purge date" in the original merge posts iirc. i'll see if i can find a link.

edit: found link. purge date was 17 Feb 2016 .

Quoted from "SilverRosa"

I soent almost $50.00 us to set up my main... it is ALL gone.

Dang almost $50.00 thats cute...I've spent £1000's of pounds behind the game. But it doesnt matter because GF didn't wake up one morning and was like you know what we should do a server merge,even though it costs us a lot of man hours to do it. The server merge wasn't a choice, it was a necessity done to tackle the problem of dwindling player base. Because there is no point in having all the "unique" CS items if you log into game and there is no one to talk to or run things with. the server merge was done very well considering everything, but of course they lost all the merits they gained with the players for the server merge when they released their new awsome item shop, but thats a topic for another day.

Quoted from "SilverRosa"

Do you know what I would have done had i spent more. I sent notice of my real life delemma to the staff informing them I wanted to keep my toon but could NOT log in because of timeing problems.

Timeing problems? ROM's isn't the bloody DMV that you have to time everything...it takes like 1 minute to log in...2 max if you have a really bad pc.

Quoted from "Heron"

I feel the team has been clear and consistent about the fact that no further merges are possible. So I don't know how players are still confused on that point.

Well best get ready to shut down the servers then.

Way to confuse the topic, R2P. If you feel the question has been neglected, consider that chatting with the playerbase about it has in the past been like sticking an arm into a woodchipper. Since we have learned from experience, we publish nothing about it except what comes directly from a gf employee. Thus, not much said about it.