MO2 GM tries to make customers sad for asking for login help on his birthday

Slapshot1188

The below is a totally legit message from their Discord.  In response to hundreds or thousands of people who cannot play because their characters are stuck due to the server issues since launch.  Maybe he should have tried to make Heinrich sad and have him pay the dude a birthday bonus or something. 

[GM] Fenrisulfr — Today at 12:45 PM

One thing i'd like to say:

I can't help everyone in a single day, you might not even see me in-game at all as I'm needed everywhere at all times.  

To make you all feel better, and to let you know how much I care to help everyone out, it's currently my birthday, and I'm literally dedicating my entire day helping out as much as I'm capable.  

Some of you might not be happy that I can't provide the help you'd expect, and some might question if I'm doing anything at all. But that is fair, you have the right to complain if something is not working as you expect.  

Nothing hurts me more than to hear all of you being stuck in the Q right now.. Your time will come, just hang in there!. your adventure WILL be EPIC! 

Sandmanjw

Epic...just EPIC I tell ya...

BLNX

Imagine complaining about working on your birthday. If the day is that special to you, then take for it. Otherwise don't expect everyone to just decide not to be mad on your special little day.

TwistedSister77

Indy game... with real GMs..  at least Alexa isn't the GM or the package center call support staff

YashaX

Come on don't be mean, it looks very much like he just wants to show how dedicated he is to sorting out the launch issues. 

Morgenes83

Sometimes there are people who really care and take this serious.
You know people who are very emotional, who cry very fast and a lot.

Such people write posts like this.
And I am also afraid that the mean comments from all those internet trolls without any feelings will also hurt this person a lot.

Sometimes you just have to take and appreciate stuff like this and maybe be friendly once.
I bet you would also make this person very happy with a nice reply instead of complaints, strange theories or straight up trolling.

Slapshot1188

Morgenes83 said:

Sometimes there are people who really care and take this serious.
You know people who are very emotional, who cry very fast and a lot.

Such people write posts like this.
And I am also afraid that the mean comments from all those internet trolls without any feelings will also hurt this person a lot.

Sometimes you just have to take and appreciate stuff like this and maybe be friendly once.
I bet you would also make this person very happy with a nice reply instead of complaints, strange theories or straight up trolling.

It's my birthday today and I am on here making content for you to respond to. I know you are disappointed but I am just one person and there is only so much I can do.  Have no fear, someday these posts will be EPIC!

[Deleted User]

The user and all related content has been deleted.

ConstantineMerus

Ah fishing for sympathy. That's always a sign of confidence and sheer fucking will. 

Sovrath

Their customer service needs serious help.

Scot

I think Slapshot is taking his criticisms too far...and on his own birthday well.

mklinic

It seems there are plenty of things to criticize with this game, but not sure this is it. I didn't read it as the guy trying to "make customers sad." Sounds like the guy understands the customers frustration, cares about resolving their issues, and try to provide some credibility (working through it on his birthday) to the claims he cares. 

Maybe there's more context that might support the thread title, but just the isolated quote seems pretty harmless (even moreso if English isn't his first language). 

Kyleran

There's a lot to complain about with regards to MO2, but this isn't one of them.

MadBomber13

Kyleran said:

There's a lot to complain about with regards to MO2, but this isn't one of them.

Agree. While not a fan of the company or their products I think it is unfair with what some are posting and their characterization of this employee's post. Lots to be critical about MO2 but this is not one of them and I feel it reflects more poorly on those posting than the company or this employee. 

Sovrath

mklinic said:

It seems there are plenty of things to criticize with this game, but not sure this is it. I didn't read it as the guy trying to "make customers sad." Sounds like the guy understands the customers frustration, cares about resolving their issues, and try to provide some credibility (working through it on his birthday) to the claims he cares. 

Maybe there's more context that might support the thread title, but just the isolated quote seems pretty harmless (even moreso if English isn't his first language). 

yeah but he went about it the wrong way.

Nothing persona should ever enter into communications between customers and the company/organization.

These game companies never seem to have customer service professionals in these positions or I imagine managing them.

I would almost bet they hire gamers who want to get into the game industry and this is one of the gateway jobs to do that.

mklinic

Sovrath said:

yeah but he went about it the wrong way.

Nothing persona should ever enter into communications between customers and the company/organization.

These game companies never seem to have customer service professionals in these positions or I imagine managing them.

I would almost bet they hire gamers who want to get into the game industry and this is one of the gateway jobs to do that.

I imagine that'd fall under the "plenty of things to criticize" umbrella (in this case, hiring practices), but this guy is hardly at fault for that. He's trying to help the customers, even if he could have communicated it differently. Intent has to count for something here. I can't really fault him for not having had proper training.

Looking at it another way; Had he not said it was his birthday, what are the key points of his post? To me it sums up as; He is overloaded with support requests, he is trying to help everyone, and he urges patience while understanding people's frustration.

Sovrath

mklinic said:

Sovrath said:

yeah but he went about it the wrong way.

Nothing persona should ever enter into communications between customers and the company/organization.

These game companies never seem to have customer service professionals in these positions or I imagine managing them.

I would almost bet they hire gamers who want to get into the game industry and this is one of the gateway jobs to do that.

I imagine that'd fall under the "plenty of things to criticize" umbrella (in this case, hiring practices), but this guy is hardly at fault for that. He's trying to help the customers, even if he could have communicated it differently. Intent has to count for something here. I can't really fault him for not having had proper training.

Looking at it another way; Had he not said it was his birthday, what are the key points of his post? To me it sums up as; He is overloaded with support requests, he is trying to help everyone, and he urges patience while understanding people's frustration.

The mention of the birthday is just one issue.

How he crafts that message is the larger issue. There's a way of letting customers know that the CS team is working on multiple fronts. 

And without making it look like they are overworked.

TheDalaiBomba

Never let 'em see you sweat.

ConstantineMerus

Kyleran said:

There's a lot to complain about with regards to MO2, but this isn't one of them.

I feel nauseated whenever a company demands my empathy, reaches to me on a personal level, or wants me to understand them. 

mklinic

Sovrath said:

mklinic said:

Sovrath said:

yeah but he went about it the wrong way.

Nothing persona should ever enter into communications between customers and the company/organization.

These game companies never seem to have customer service professionals in these positions or I imagine managing them.

I would almost bet they hire gamers who want to get into the game industry and this is one of the gateway jobs to do that.

I imagine that'd fall under the "plenty of things to criticize" umbrella (in this case, hiring practices), but this guy is hardly at fault for that. He's trying to help the customers, even if he could have communicated it differently. Intent has to count for something here. I can't really fault him for not having had proper training.

Looking at it another way; Had he not said it was his birthday, what are the key points of his post? To me it sums up as; He is overloaded with support requests, he is trying to help everyone, and he urges patience while understanding people's frustration.

The mention of the birthday is just one issue.

How he crafts that message is the larger issue. There's a way of letting customers know that the CS team is working on multiple fronts. 

And without making it look like they are overworked.

Again, lack of training, or suitable guidance, is not on this guy. But this is just splitting hairs and comes off as punching down for the sake of having another thing to complain about. Such a trivial thing when there are legitimate issues with the game and its management that make for plenty of substantive discussion.

Sovrath

mklinic said:

Sovrath said:

mklinic said:

Sovrath said:

yeah but he went about it the wrong way.

Nothing persona should ever enter into communications between customers and the company/organization.

These game companies never seem to have customer service professionals in these positions or I imagine managing them.

I would almost bet they hire gamers who want to get into the game industry and this is one of the gateway jobs to do that.

I imagine that'd fall under the "plenty of things to criticize" umbrella (in this case, hiring practices), but this guy is hardly at fault for that. He's trying to help the customers, even if he could have communicated it differently. Intent has to count for something here. I can't really fault him for not having had proper training.

Looking at it another way; Had he not said it was his birthday, what are the key points of his post? To me it sums up as; He is overloaded with support requests, he is trying to help everyone, and he urges patience while understanding people's frustration.

The mention of the birthday is just one issue.

How he crafts that message is the larger issue. There's a way of letting customers know that the CS team is working on multiple fronts. 

And without making it look like they are overworked.

Again, lack of training, or suitable guidance, is not on this guy. But this is just splitting hairs and comes off as punching down for the sake of having another thing to complain about. Such a trivial thing when there are legitimate issues with the game and its management that make for plenty of substantive discussion.

I am not punching down let alone "punching."

Training? Absolutely. The other issues with the game? I personally think those are par for the course for any mmorpg launch. There are very few mmorpg's that launch without some issue or another. People don't like it they can wait until those issues are solved.

As far as the customer service issue, that's not just endemic of this game company but it's a problem with many small game companies where some group of passionate gamers/developers decide to try their hand at making a game.

Kyleran

ConstantineMerus said:

Kyleran said:

There's a lot to complain about with regards to MO2, but this isn't one of them.

I feel nauseated whenever a company demands my empathy, reaches to me on a personal level, or wants me to understand them. 

I get that, but my take is this was an attempt by a person trying to reach out and get others to understand their personal situation, not the company so much.

I know, the represent the company, but this is a small time game dev and not Zenimax, who to be honest would just ignore most complaints and show everyone "the hand."

Asheram

This is a pay to play sub based game shouldnt there be more than 1 customer support person?

TheDalaiBomba said:

Never let 'em see you sweat.

ConstantineMerus

Kyleran said:

ConstantineMerus said:

Kyleran said:

There's a lot to complain about with regards to MO2, but this isn't one of them.

I feel nauseated whenever a company demands my empathy, reaches to me on a personal level, or wants me to understand them. 

I get that, but my take is this was an attempt by a person trying to reach out and get others to understand their personal situation, not the company so much.

I know, the represent the company, but this is a small time game dev and not Zenimax, who to be honest would just ignore most complaints and show everyone "the hand."

I get that, too. It is actually nice for management to show and say we're trying to fix the problems. But to say, hey, this is my birthday and I am here, that's the nauseating part. 

BruceYee

People bringing up launch issues for this game need to be able to recognize the difference between a indie dev company like Star Vault and fking AGS...

Here... https://starvault.se/

Here... https://www.amazon.jobs/en/teams/amazon-game-studios

Babuinix

Drama much Slap? The guy is there sharing what's going on and giving some perspective while not only being civil but understanding that people are eager to play.

His only mistake was thinking he was talking to human beings with empathy and reason when he was actually talking with "gamers" thirsty to play.