Nomination

karmakarma

Master Procrastinator

Posts: 442

Location: Miami

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1

Wednesday, March 13th 2013, 12:37pm

I would like to nominate (LAGHMARA - Lead Community Manager) for the U.S. forum CM position, Laghmara has done a way better job keeping players happy and is actively posting on our forums. I can't even recall Cernunna's latest post other than official announcements.

Thank you Laghmara for helping our forums out when no one else wants to. You deserve a pay raise as well.

Also grateful that you are not rude to anyone even though you get some of the forum rage thrown your way, its nice to see that you don't get angry easily and I hope you get to stick around for a while.

Keep up the great work and have a good day.

Thanks again

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ycavan

Professional

Posts: 1,205

2

Wednesday, March 13th 2013, 1:50pm

If I recall, Laghmara is the lead CM.

So, she's over all of the regions.

Cut Cernunna some slack, it's been stated many times that she's been sick. I'm not gonna give anyone crap for that.

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RoMage

rustyx is lame rogue

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3

Wednesday, March 13th 2013, 2:10pm

With 1 team lead for all regions, wonder if we experiencing GF sequester first hand...

IMHO, it was challenge for 3 teams to provide required support and care for game and community, and it is more then clear that 1 support for them all is not model that will work well.

It takes too long to get answer for tickets, stuck servers stays stuck until next day someone works across the globe, rare appearance of GM/LGM and population hitting another low...

What is surprising, people mostly hit with this roll-back issue are the one who have spent money on toon - and no fix means they most likely will not spend more money on game without good support, or in some cases will RQ (rage quit) over support team (if that should be called that name) decision.

I know from my previous experience, it is easy to make unhappy customer, and they are doing awesome job at that...

What someone here has forgotten is basic business principle: keep current customers, it is hard to attract new customers, especially with bad services...

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Fnolet777

Trainee

Posts: 154

4

Wednesday, March 13th 2013, 2:58pm

Agreed with Litefire! Good job Lag

Just came back on a whole new toon

Bambithehooker Warlock/Mage/Warrior 61/50/59

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vfwiffo

Rustypedia

Posts: 3,364

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5

Wednesday, March 13th 2013, 3:37pm

I think instead of "nominate for position", the more appropriate phrase would be "see if she is a willing patsy who will be crazy enough to walk into a den of wolves on her own volition".

Being CM is not exactly a plum assignment, doing fun and pleasant tasks. It is more akin to walking into a room lined by fans that are being used to see... umm... how well they can distribute ... ummm... stuff thrown at them.

-- Rustyx --- 92R / 92S / 92M on Reni (Guild KnightShift). Yes, running the new FOTM R/M, cause I am not elf enough to be WD/S.

Oh, and people who have more than 3 classes are clinically insane.

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karmakarma

Master Procrastinator

Posts: 442

Location: Miami

Occupation: Diesel Mechanic (semi-trucks/tractor-trailers)

6

Wednesday, March 13th 2013, 4:02pm

Quoted from "ycavan;592639"

If I recall, Laghmara is the lead CM. So, she's over all of the regions.

Cut Cernunna some slack, it's been stated many times that she's been sick. I'm not gonna give anyone crap for that.

Um if I recall correctly she was sick in january and was better by the beginning of febuary, I believe she's been doing well for a while but if I'm wrong its ok however I still stand by my original post

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RoMage

rustyx is lame rogue

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7

Wednesday, March 13th 2013, 4:03pm

Rusty, depending if you look at CM or LCM as job or as hobby or voluntary position. Sure, as hobby or voluntary position, it might look as bad environmen. But LCM and CM are jobs, and their job is to provide support in game. We have roll backs for past 2-3 weeks, and no single word from LCM or CM. In information age we live in, that is really not acceptable. Someone should tell folks what is being done to find a reason for rollbacks and what is done to fix issue and make customers happy.

I know, we are not happy bunch at the moment, but main thing is that there is a reason for that...

Support was bad, well it got worst, and I hope someone will do something to make change and make it good.

I know first hand what loss of knowledge means, we had outsourcing company that has constant problem keeping its employees. With every employee lost, part of knowledge was lost. Major word here is 'had'. We could not spend money and train them over and over... so we went to different company that has no problem keeping their employees happy. In end, we were happy customers where we are now, all it took is find better support.

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karmakarma

Master Procrastinator

Posts: 442

Location: Miami

Occupation: Diesel Mechanic (semi-trucks/tractor-trailers)

8

Wednesday, March 13th 2013, 4:04pm

Quoted from "RoMage;592643"

With 1 team lead for all regions, wonder if we experiencing GF sequester first hand...

IMHO, it was challenge for 3 teams to provide required support and care for game and community, and it is more then clear that 1 support for them all is not model that will work well.

It takes too long to get answer for tickets, stuck servers stays stuck until next day someone works across the globe, rare appearance of GM/LGM and population hitting another low...

What is surprising, people mostly hit with this roll-back issue are the one who have spent money on toon - and no fix means they most likely will not spend more money on game without good support, or in some cases will RQ (rage quit) over support team (if that should be called that name) decision.

I know from my previous experience, it is easy to make unhappy customer, and they are doing awesome job at that...

What someone here has forgotten is basic business principle: keep current customers, it is hard to attract new customers, especially with bad services...

I have spent a lot of money on this game and it makes me sooo happy that I have been lazy lately, no rollbacks for me

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vfwiffo

Rustypedia

Posts: 3,364

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9

Wednesday, March 13th 2013, 5:15pm

Quoted from "RoMage;592655"

Rusty, depending if you look at CM or LCM as job or as hobby or voluntary position. Sure, as hobby or voluntary position, it might look as bad environmen. But LCM and CM are jobs, and their job is to provide support in game. We have roll backs for past 2-3 weeks, and no single word from LCM or CM. In information age we live in, that is really not acceptable. Someone should tell folks what is being done to find a reason for rollbacks and what is done to fix issue and make customers happy.

Yes, it is a job. And with any job, there is degree of flexibility of what that job entails. Someone can do all that is required and satisfy the "this is what you must do" part of the job. And it is usually the bare minimum of what needs to be done. Everything after that is a judgement call.

When you see someone doing minimum of what is needed, you have usually two reasons. They either don't have motivation to do anything more than minimum because of who they are. Or you have gone out of your way to make them demotivated.

And it is always a first assumption here that responsibility is with someone else. And it is almost always... Well, let's just quote the good book, shall we?

Mathew 7.3 to 7.5: "Why do you look at the speck of sawdust in your brother’s eye and pay no attention to the plank in your own eye? How can you say to your brother, 'Let me take the speck out of your eye,' when all the time there is a plank in your own eye? You hypocrite, first take the plank out of your own eye, and then you will see clearly to remove the speck from your brother’s eye."

Quoted

I know, we are not happy bunch at the moment, but main thing is that there is a reason for that...

Support was bad, well it got worst, and I hope someone will do something to make change and make it good.

Ah, yes. Good old "hope someone will do something". :p

Quoted

I know first hand what loss of knowledge means, we had outsourcing company that has constant problem keeping its employees. With every employee lost, part of knowledge was lost. Major word here is 'had'. We could not spend money and train them over and over... so we went to different company that has no problem keeping their employees happy. In end, we were happy customers where we are now, all it took is find better support.

Absolutely. Turnover kills productivity and quality of work. You increase turnover, you get a lot worse product. And you know what increased turnover? Unhappy unmotivated employees. And you know what makes them unhappy and unmotivated? Well, it is having difficult, thankless jobs. And you know who is making their job difficult and thankless?

-- Rustyx --- 92R / 92S / 92M on Reni (Guild KnightShift). Yes, running the new FOTM R/M, cause I am not elf enough to be WD/S.

Oh, and people who have more than 3 classes are clinically insane.

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RoMage

rustyx is lame rogue

Posts: 2,694

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10

Wednesday, March 13th 2013, 6:03pm

Quoted from "vfwiffo;592659"

Absolutely. Turnover kills productivity and quality of work. You increase turnover, you get a lot worse product. And you know what increased turnover? Unhappy unmotivated employees. And you know what makes them unhappy and unmotivated? Well, it is having difficult, thankless jobs. And you know who is making their job difficult and thankless?

Ouch... possibly me?

Sorry, let me fix that - Thank you great support for rolling this lame DPS rogue here... and Thank you for rolling other 2 guildies, one of them took day off just to comprehand what is going on and it is still in awe of spent money...

Thank you for taking so long to think about our tickets and thank you for using google translator in replying to us... (honestly, makes gigi, lemon and myself feel like @ home

)

Thank you!!!

ps. good start?

pps. you know that I love irony...

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timthum

Master

Posts: 1,825

Location: Canada

11

Wednesday, March 13th 2013, 6:04pm

Keep in mind that our cms are not from america or canada so terms like volunteer may mean something slightly different.i would like to see more posts here from them but i also know the kind of burden they bear.

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SkyFyre

Trainee

Posts: 102

12

Wednesday, March 13th 2013, 7:11pm

Quoted from "RoMage;592666"

Thank you for taking so long to think about our tickets and thank you for using google translator in replying to us... (honestly, makes gigi, lemon and myself feel like @ home )

The part about gigi needing to use Google translator made me laugh! He is American and from the same state as me. Gigi, I got nothing but love for you bro, but this just makes the merry Christmas world shout from last Christmas ever funnier ("Mreriy Christermarse!" or something like that lol)! (not the most recent Christmas, the one before that)

He just has issues with, as Fandie puts it: "keyborat"

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Cernunna

<span style="color: blue! important;"><b>Community Manager</b></span>

Posts: 89

13

Thursday, March 14th 2013, 9:05am

The only thing you don't know is that Laghmara is a robot (otherwise she couldn't do all the things she does).

While I'm a bunny! I'm so fluffy!

No well in all seriousness I present my apologies for the valid complaint stated in the first post of this thread. I am much less present yes, while Laghmara roams a bit more those forums.
To be perfectly honest with you, this is because I realized I couldn't handle as well as I wanted, and as much as the players need, all the forums I am in charge of. I talked about it with my leads and we are now looking for solutions adequate for everybody.

So now, I am taking a bit more care again of my original FR forums, while Laghmara can take care (and I use that word on purpose) of you much better than I did, I fully admit it.

This is still a transition process and there can come some changes still. This is why no announcement has been made yet. We will keep you informed when all will be a bit more stable.

But for the record: I do look into the forum and check with the Mentors, but it is true I am reacting much less. Sorry for that.

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CammoXD

Professional

Posts: 746

14

Thursday, March 14th 2013, 9:40am

Quoted from "Cernunna;592729"

The only thing you don't know is that Laghmara is a robot (otherwise she couldn't do all the things she does).

While I'm a bunny! I'm so fluffy!

No well in all seriousness I present my apologies for the valid complaint stated in the first post of this thread. I am much less present yes, while Laghmara roams a bit more those forums.
To be perfectly honest with you, this is because I realized I couldn't handle as well as I wanted, and as much as the players need, all the forums I am in charge of. I talked about it with my leads and we are now looking for solutions adequate for everybody.

So now, I am taking a bit more care again of my original FR forums, while Laghmara can take care (and I use that word on purpose) of you much better than I did, I fully admit it.

This is still a transition process and there can come some changes still. This is why no announcement has been made yet. We will keep you informed when all will be a bit more stable.

But for the record: I do look into the forum and check with the Mentors, but it is true I am reacting much less. Sorry for that.

Merge all English forums, problem solved ( to an extent...) lol

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Laghmara

Unregistered

15

Thursday, March 14th 2013, 11:17am

Morning everyone (at least here it is morning and when you read it you'll probably have morning as well),

even though I really appreciate your kind words I'd like clear some things up
1. my main place is not the US board nor EN nor any region else. I jump in whenever colleagues are sick or overloaded or on vacation or simply when I have the time.
2. my place is more a behind the scene job, I have to

plan in game events and contest
push reported issues to a solution
prepare the CM Team for upcoming content, features
check that all communities are taken care of
develop and maintain and control strategies for e.g. social media and forum use
stuff like that

3. CMs are not supporters

Quoted

But LCM and CM are jobs, and their job is to provide support in game.

I'm not sure why you would believe this but our job is not to provide ingame or ticket support. I always like to take as a short explanation: While the Customer Service Team take care of individual problems and problem solving, the Community Management cares for the Community as a whole. If one player has a problem we redirect him to support. If 20 players have the same problem it's CM

That does not fit for everything but it covers a lot. E.g. if 20 players loose an item they still need to contact support. If 20 players loose an item due to the same reason CM and CS will try to work together to find a solution.
4. English is not my native tongue and sometimes I make horrible grammar or orthography mistakes, not to talk about my pronounciation (what is a word I can't pronounce). I'd consider myself pretty fluent, still I'll never be a native or close to be native and therefore I'll sometimes use a strange wording or a term that isn't in use. Above that I never got the exact differences between British and American english what disqualifies me for writing full time in both forums, e.g. I prefer to say autumn but I never got the concept of "ou" e.g. colour. My godmother lives in Texas maybe I'm going to visit her someday to improve my english

5.

(found here)

Regards,
Laghmara

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RoMage

rustyx is lame rogue

Posts: 2,694

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16

Thursday, March 14th 2013, 12:19pm

Langhmara,

sorry I was not precise enough. By support I meant support of the game, be it by planning next event and/or be bridge between players and developers, something that we hope is happening, even we don't see any good signs of it.

When players are experiencing problem like for example 3 of my guildies who were rolled back, it should be something that you will address and put them at ease. Same goes for support, and I will come soon to that.

Please tell me that I am wrong, that current support is not GF non-game specific support?! If that is so, we have a problem, as that definitely will not work well. Just as current sales department is not working well either.

And we already talked about sales, just smal example how 'smart' they are - last night sale of transport runes - you get 10 at discount that is much smaller then lost rubies... JUST DOES NOT MAKE ANY SENSE.

Language is not the problem, English is my second language as well, it would be 3rd if my Geman did not get very rusty. I should probably visit family in Germany to learn it back...

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zidlef

Sage

Posts: 3,419

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Mood: Love

17

Thursday, March 14th 2013, 9:49pm

I Like Lemonater he makes me work hard to understand pirate dialect everytime ;-)

K/P/S/M/W 98/98/98/98/98
Disturbed guild leader on mithras :thumbsup:

BTW i do live under a bridge, i am Green, i can dish it out as good as i get
There are no better server than Reni, best place to be!!!!!

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Dkjester

Professional

Posts: 1,717

18

Friday, March 15th 2013, 7:00am

awwww he came over here, pirate dialect > your thoughts all day, every day. Lemonator only is superior to you in logic and his way to deliver it. I <3 Lemon, he has been around my buddies and me on Artemis for a while. I only hope by being involved in my comparison to you he doesnt take is as an insult..

Sorry Lemon if you do, <3 Hope to see you IG

Never insult the lemon again!

That and i gotta say i love the new GM/CM involvement, you guys ROCK. Yes i miss Nytefall, gosh i wish i knew where he went. However not ONE of you have said "ill forward your response to the appropriate department", i love you guys!

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choujiaki

Trainee

Posts: 168

19

Friday, March 15th 2013, 8:41am

Quoted from "Dkjester;592888"

awwww he came over here, pirate dialect > your thoughts all day, every day.
Yes i miss Nytefall(Zidlef), gosh i wish i knew where he went. However not ONE of you have said "ill forward your response to the appropriate department", i love you guys!

lol i find it funny that every post the zidmeister post in, you some how have to come in and try to get his attention lol lol

seems like someone has a B.S. degree on stalking the zidmenator

zid prepare a green bunny suit and let the jester follow you around all day everyday

:cool: