Runes of Magic US / AU

Quoted from "vfwiffo;587527"

When I worked in dealing with tickets on one of the project I dealt with, the level of communication with customers depended on how reasonable they were. If they were sane, reasonable, civil people, they got updates and explanations of what I was working on. If they were not, they got the "continuing to work on it" type updates. And there were a few where I was told not to talk with them at all.

I wonder what category we are in right now?

I also work with different support people, some would give a whit what they are working on, try to do their best, others were there just to get paid and forgot about job as soon as they punched out. Wonder what kind of support we got...

Rustyx i'm not insane or crazy, I'm just DISTURBED!!! and don't tell me you approve of the way they are dealing with the situation? Just saying we have hardware, software problems and are trying to fix it as fast as possible, would at least be an honest answer.

Not we don't know, live with it and go play another game ;-(

Quoted from "RoMage;587529"

I also work with different support people, some would give a whit what they are working on, try to do their best, others were there just to get paid and forgot about job as soon as they punched out. Wonder what kind of support we got...

That is always the case, but we don't see that side of the support issue. We only see our side, and I can only judge what I see.

With any support, there is a good way to turn someone who is trying to help you into someone who will do the bare minimum, or nothing at all. I worked with such people when was on support side, and I see them when I on the other side. They are rarely successful, and generally not capable of understanding why it is so.

You are still firm believer that good word opens all doors?

We need this atm...

I know this is off topic and probably put in the wrong thread. But, I am looking for a career change. I have been told it would be very easy to be a customer service representative here. Can someone tell me how to apply? Thanks.

First it took 2 months to fix morrok quest then i buy 100$ worth of diamonds then server crashes and now all my dia in AH aren't selling what a waste

Bride don't do it, NNOOOOOOOO!!!!!! you are too good for them. ;-)

Quoted from "zidlef;587538"

bride don't do it, nnoooooooo!!!!!! You are too good for them. ;-)

lol <3

Quoted from "zidlef;587538"

Bride don't do it, NNOOOOOOOO!!!!!! you are too good for them. ;-)

Don't worry, Bride's work standards are probably wayyyyy too high for them.

Well normally I would be flattered by your comments but it dont take much to have work standards wayyyy too high for them.

Quoted from "Cernunna;587515"

Hello zidlef,

I was just pointing out to the announcement that has been made on the forums, for the players to have a place where all updates will be gathered. This is in no way a "we don't care about you" comment, it is just an informative one.

The servers are currently down due to technical issues and our teams are working on it, as has been said in the announcement - so, no server merge, no.

Finally, I would like to remind you to stay polite and constructive in your comments. So far it hasn't been much the case in this thread.

Thank you for your attention.

RoMage> I am aware that the downtime is affecting many players. However, when it is affecting some servers and not others, we prefer focusing on the announcements and updates on the forums and the Social Media - website announcements are there for announcements related to all the servers.

Quoted from "Cernunna;587496"

Actually, there was an announcement made here.


Our teams are still working on the issue.


Sorry for the inconvenience and thanks for the patience.

Thanks for your replies Cernunna. Please keep the updates coming as you learn more about the situation and don't be discouraged by the trollers.

Quoted from "Trebbaron;587543"

Thanks for your replies Cernunna. Please keep the updates coming as you learn more about the situation and don't be discouraged by the trollers.

Ouch!

You're welcome that finally we got some response, no mater how unclear that is.... (at this point I believe we are more looking at how far back rollback will be, hope I am wrong, as in some bad cases, I would find it easier to look for other game, then redo what has been already once done)

Quoted from "RoMage;587545"

Ouch!

You're welcome that finally we got some response, no mater how unclear that is.... (at this point I believe we are more looking at how far back rollback will be, hope I am wrong, as in some bad cases, I would find it easier to look for other game, then redo what has been already once done)

Well Cernunna just posted that they're working with the data center to fix the problem, so that's leaning more and more towards some type of hardware problem.

Zid - to answer your question earlier, the IPs terminate at the Vault Networks (vaultnetworks.com) data center.

Quoted from "RoMage;587545"

Ouch!

You're welcome that finally we got some response, no mater how unclear that is.... (at this point I believe we are more looking at how far back rollback will be, hope I am wrong, as in some bad cases, I would find it easier to look for other game, then redo what has been already once done)

If there is a rollback, it is likely not that far. The problems were not apparently there yesterday morning.

But then there are some problems that can exist for a while without someone noticing. I am working with corrupted database at my current project and have no idea how long ago it occurred. They likely operated for months or even years with crosslinked database (two tables that were meant to be separate were not). Nothing important like game server being down for half a day, though; just a national data processing center affecting hundreds of thousands of people.

Little update on status on the announcement forum. Key phrase is "Our teams are currently working with the datacenter", IMO.

Hello,

The Announcement thread has been updated, please always check here to see if there has been an update (since it will be the first thread I will update).

Secondly, following some PMs I got that explained to me the reason of the tone of some reactions here, I think I will explain now what happened here from our (understand: EU) point of view. Sorry it took some time.

First of all, according to this link, Reni and Osha are down now for almost 18 hours.
Two important facts to know:

1) 18 hours ago, it was 10:00 PM here in Berlin, which means Sunday night. Yes, of course, we should have warned the community as soon as possible and I apologize for that. However, the fact remains that this is Sunday night, where most human beings are not necessarily at their desk. We have support 7 days per week (no kidding), but please understand that the circumstances were not ideal to have a top-notch communication.
Sure, there have been hiccups in the communication and again, I am sorry for that.

2) Our IT team is working on the issue since 7:00 AM, Berlin time (it is now almost 4:00 PM), on the issue. This means, they are on it for 9 hours now. This means that they reacted almost as soon as they could. This also means that while they understand of course the need of the community to have informations, they prefer at the moment to focus on resolving the issue (as soon as possible, which means that even 5 or 10 minutes are important) instead of giving me long and detailed explanations of what is currently wrong.

So, no, I have no detailed information, and to be honest with you I don't want to nag them to have some, because I know that at the moment they're working hard to get those servers up again as soon as possible. So, I am sorry (sincerely) again if it doesn't suit you, but the situation right now is like that.

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.

Of course, as soon as I have updates, I will give them.

Cheers.

Well TYVM Cernunna for that response, that is a true and responsible response ;-). This would have been posted anywhere and I, first of all, would have been happy. Leaving people in the dark with no clue or support is not the way to go.

I sincerely apologize to you for any wrong doing on my part, but do understand our frustrations ;-).

TYVM and i am still missing DIONAEA!! but you are getting there slowly for me ;-)

Finally something less vague. Thank you for that, Cernunna. But honestly, Gameforge wasn't forced to get rid of all the US support staff. If there was actually anyone here to take care of our servers, this might have been resolved hours ago. You've stated that Gameforge found out about the server issue at 10pm your time, yet waited 9 hours to even start working on it.

Yes, I know there's a time difference, but honestly this is a US playerbase, with US timezones, and we shouldn't be handled according to EU times. If your support team can't deal with losing some sleep over a serious server issue, maybe you should consider re-hiring some people over here so we're not left in the dark for 18 hours. When things happened in the middle of the night when we still had US support, they would work through the night to get it resolved, regardless of how late it was -- that's how most game support teams operate. Apparently the same standards are not being met now that everything's based in Berlin.

And no, this is not trolling. I appreciate your in-depth explanation, as it's better than what we've had until now, but the fact that support waited so long to even look at the issue sort of just highlights some of the points people have made here.

Even though I'm still unhappy with the server being down, I truly appreciate your response. And I also know you personally aren't responsible for the servers going down (at least i don't think so :O lmao) and thank you for addressing our concerns.

(btw, wtb new outfits! lol) >.>

Actually, effervescent, I didn't state that we found out about the servers being down at 22.00 (the link I am referring too is not a Gameforge one, but a general one - it was just to give a point on the situation). Sorry if I was unclear on that.

Actually, on the contrary, what I was pointing out when I said "Sunday night" is that by the time the reports got to us (the first reports I got through Mentors were at 03:22 AM, Berlin time), people were sleeping - so there was nothing else to do than wait for the morning to come.

Yes, time zones don't help, I think we all agree on this. I was just trying to explain - not excuse - the delay in the first announcements (which seems to be one of the most most recurring compaints about this situation, and rightly so).

EDIT: I forgot to state one important thing: as with all mistakes, there are lessons to be made and we have already proceeded to some changes in order to avoid this kind of situation in the future.

Reading between the lines, it appears that shutdown, while explicitly triggered (servers did not crash, people got announcement of it coming down) was not initiated at GF, but instead at datacenter. I am sure they have shutdown script they can run if needed.

If so, that can explain the initial lack of announcements or posts about it on this forum or on FB page.