Runes of Magic US / AU

Cernunna, I realize that, and as I said, I'm grateful for the response, but point still stands. The servers don't just hold off on crashing simply because Gameforge is sleeping. Most games will send their teams into the office when something like this occurs, no matter what time of night it is. Running game servers is a 24/7 kind of job, and people always need to be prepared in case something goes wrong.

Lashing out at you isn't going to help anything at this point, and I know CMs always get the brunt of it when something goes wrong, but I do think Gameforge has not handled this well at all. That isn't your fault personally, and I'm glad you're trying to update us now, but I seriously hope that the US and AU playerbases start to get handled better soon, because what I've seen since Dio/Nyte/Kharrma left has made me lose a bit of hope for the future of this game in the US.

Cernunna, may I ask a question. I am not trying to be smart or troll by any means I just want to understand. If there is 24 hour customer service, then why was everyone sleeping? Do you mean that customer service was availabe however, IT (the ones that have to fix the issue) was not available? Is IT available 24 hours? I just want to understand how it works this way to not get upset over nothing.

If it is the case of IT is not available but customer service was there to see the issue as it come then the only "fix" in this would be a general announcement stating we know the issue exists but we can not fix this til so and so time because our IT department is not available until then.


Thanks.

Thanks Cernunna for the update. Even though we still don't know the ETA or exact details on the problem, please note that things like this are the difference between good and bad customer support. I appreciate your tone, and the fact that your update sounds like it was actually written by a caring human being and not a robot. Thank you.

Having no official information or even acknowledgement of a problem is bad. Having extremely vague 1st official notification nearly 12 hours after the initial problem occurred with a very matter of fact and non-apologetic tone ie Metatag's update is bad. There really is no excuse for not having this kind of information immediately when the problem occurred, taking into account there was a 5 minute server shutdown warning ie someone actually shut the thing down, they could have immediately had a notice posted. Assuming I am correct that it was a manually initiated controlled shutdown, and not an automatic triggered shutdown based on some kind of performance counters or errors, not providing this kind of notice shortly thereafter is highly lazy and/or unprofessional or both. Honestly, even if the server had just randomly gone poof due to some kind of power catastrophe, at any kind of reasonably setup company this kind of thing will trigger alerts and notifications to engineers and management.

The bottom line is that someone at the company with the ability to give the community a simple update knew something was going on, and opted not to provide such an update. It's just bad form really. Of course we know by now this is to be expected with ROM, and hence why many people are forgoing pleasantries in their posts wondering why the servers are down and there's no information.

I hope this doesn't impact the questline fix I was told last week by support would be happening at maintenance this week. Been waiting over 4 months for that.. sigh... lol.... etc...

Patient waiting everyone. I have some spare vacuum tubes laying around I'd be happy to donate for server repair if needed.

Quoted from "effervescent;587560"

Most games will send their teams into the office when something like this occurs, no matter what time of night it is. Running game servers is a 24/7 kind of job, and people always need to be prepared in case something goes wrong.

I am sure all the people announcing how they have gone f2p is helping immensely with the decision to have several shifts of qualified people to help with 24/7 coverage.

Quoted from "vfwiffo;587563"

I am sure all the people announcing how they have gone f2p is helping immensely with the decision to have several shifts of qualified people to help with 24/7 coverage.

Its their own fault everyone's going free to play... Maybe if they didn't suck so bad as a company it wouldn't be happening.

Unfortunately Cernunna, I think when we all lost our housechests last year, the frogster issued ones at that, and there was no rollback issued things went from bad to worse. Then -months- later we get compensated with a 7 slot chest and a bunch of lowbie gems to make up for it. Many who endured the chest threw up their hands and walked away. And the rest of us addicts still spend real money, and hope beyond hope that things will improve and had high hopes that gameforge would make this a better place to play. But between major updates being rolled out with broken questlines, and a big bear that's not even finished graphically in the new zone; and the rogue/mages -still- unfixed.. then abl's and other assorted items becoming a rarity.. I honestly can't blame some for their reactions even though it's not personally your fault and you weren't even here for all of the shenanigans. But i hope it helps explain some of the reactions that aren't constructive.. most players have lost respect for gameforge/frogster and while you are doing a great job, there's a lot of owies that need bandaids before players faith and hope is restored. And it really is too bad because RoM has a huge potential to be a contender, so to speak.. but the mismanagement makes this difficult for all concerned

edit: Are you kidding me??! they need to do maintenance early... i'm completely flabbergasted.


[COLOR=#3399FF !important]Hello,

Unfortunately, Reni and Osha will have to stay shutdown until at least the end of tomorrow maintenance.
The whole team deeply apologize for the long downtime.

Thank you for your patience.


[/COLOR]

Quoted from "vfwiffo;587563"

I am sure all the people announcing how they have gone f2p is helping immensely with the decision to have several shifts of qualified people to help with 24/7 coverage.

Why, yes, I'm sure them not bothering to fix serious server issues until it's convenient for them will encourage more people to pay and make them more of a profit. Great point you've got there.

If they had a US-based team in the first place, the quality of support wouldn't be nearly so bad, as they'd be willing to respond to things based on our timezones, and just maybe more people would be paying. It's their lack of professionalism and respect for the US playerbase that has driven a lot of us to put space between Gameforge and our wallets. Events like this certainly don't make dumping more money in any more appealing.

Edit: Are you freaking serious? Why the hell can't maintenance be done early?

Cernunna, first of all thank you for update on issue. Finally after almost a day.

Quoted from "Cernunna;587550"

Trolling me, the support or the game in general won't bring it any faster. I do understand the frustrations though, as well as the interrogations, so I hope I have at least answered to some of them in this reply.

Wondering if game will be up and running is now called trolling?

Last night we had our guild on RaidCall wondering if server will be up and running before SW, then wondering when they will be fixed.... Some had fun on other servers, some just went into TV (like me )... some played other games.

At least it is clear why there was no update on issue last night, as no one was really doing anything...

Thank you anyways...

ps. Will forward your response to GF and as if this is how they plan to run RoM in US. If yes, it is time to look for new game.

Well now we know it won't be up and running -.-

Omg & Wow!
Hello,

Unfortunately, Reni and Osha will have to stay shutdown until at least the end of tomorrow maintenance.
The whole team deeply apologize for the long downtime.

Thank you for your patience. From Cerunna

as much as i hate to say it, merge osha with artemis and reni with govinda... at least give us a server that's playable >.<

Quoted

If there is 24 hour customer service, then why was everyone sleeping?

We do not have a 24/7 - rather a 7 days support, with varied shifts.
Please note that as I stated before, we learned from the mistake and we have made steps in order to avoid this in the future.

Quoted from "Jeania;587575"

as much as i hate to say it, merge osha with artemis and reni with govinda... at least give us a server that's playable >.<

Artemis declines your application. We thank you for your interest in our server, but we are currently not accepting any new positions at this time.

Normally I think that they would do an emergency maintenance. Seeing as how they are waiting until tomm. normally scheduled maintenance, I would soon bet they do not know what is wrong, so hey why not give it a day lol!

but QQ Woe is me, That means I have no excuse not to go do laundry, dishes, etc... all the things I neglect for this game.

In the words of green, Waaaaaaaaaaaaaaah!

that's fine, i hope ya'll enjoy siege with a grand total of 5 guilds playing

Quoted from "CharlieBananas;587578"

Artemis declines your application. We thank you for your interest in our server, but we are currently not accepting any new positions at this time.

Quoted from "vfwiffo;587582"

Oh, absolutely. Switch the people who are working on server restoration to do tickets instead. Tickets are way more important than servers being up and running.

they'll tell you it is 2 different teams.. so yeah why not do both ?

Quoted from "Announcement"

Hello,

Unfortunately, Reni and Osha will have to stay shutdown until at least the end of tomorrow maintenance.
The whole team deeply apologize for the long downtime.

Thank you for your patience.

Key phrase in the announcement is "at least".

Quoted from "vfwiffo;587591"

Key phrase in the announcement is "at least".

Yep, You guys wont see the servers up for about a week lol.

At least there is no reason to try to connect tonight.
Thank you for update.

ps. I am glad it is not support's fault... it can't be! Something that does not exist can't be responsible for servers down. It has to be users!

I suggest ROM just make a new forum category called "B*tch and Complain" so that everyone can have a place to complain 24/7. I say everyone should just create a f2p toon on one server, create one huge guild and do SW as level 1 toons. Free-for-all kind of fun