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How works support in PWG?
_Soneca_
Member Posts: 23
Took me like 3 hour to make this e-mail with my friends and i sent him for lots of ppl in PWG and no one ansewer anything, so... i just decided post here
Hi my name is Fernando (Soneca) from the game!
I will talk about some customers/administrator problem!
I will start talking about a long time ago when the first wave of people leaving the game, in those days when there was
so many exploiters, and the unfair way you were dealing with the deleted /lost fame,money and others issues.
First i want say how many mistake happend there, i will do 2 examples, first, my friend, which i dont want to name
cuz he is still afraid of losing his char, he bugged 2 levels and nothing happened and i got another history from ncbr-23
who bugged something like 30% and lost the the char.
I am not saying its fair minimize the problems with nc, but how unfair was the choice, i know many and many ppl who
buggged quests and nothing happened, like everyone know eceLL leveled like 70-80% in just one day, i got by myself
Lunna lenna buggin quest in grand fall and others
Second: Bad support from x.factor and others customers!
I cant say how rude x.factor dealing with customers!
I will just say some things who happened with us brazillians players!
First case: Suzi account banned: Long time ago something happend in global and Suzi(14 years old women) was accused by
x.fator to cheat the game or something like that and banned for ever his account without any question, before ban he sent
a message to her "You will know why u is getting banned", a pure mistake, suzi never did anything and x.facot gave
his account back after 20 days or , that date RYL lost like 5 ppl for that "mistake"
Second case: NidleR sword, first i want say how helpfull was GM_rabbit in this case, he really tryed help NidleR
and send some pm to x.factor trying to resolve the problem and x.factor said there was no way to do it because it
needed rolled back the whole server to do something like that.
Than i was talking with Nidler about it and i said him this is not true, i played for long time Diablo 2 and once
i lost one item for a bug ingame and i got a nice support and said him all items got own ID, so take some time but
a nice customer service should do something like that.
Nidler did one mistake we know and at that exactly moment the problem was: we needed rolled back the whole server,
after talk in forum we discovered about the problem was "it should take too much work for it", so... after x.factor
tell he should beliave in this post "http://www.ryl.net/forum_viewtopic.php?21.17616.20" "Yes, finding the item "ID"
may only take 1 or 2 hrs, but you have to keep it mind that the log only gives me a HEX digit ID. It does not tell
me what grade or stat the item has. So now what? Say you have a screenshot. How do I make sure that the item is the
SAME item that the player claims to have lost? How do I know if you sold a F skillarm and showing me an AAA+++.
You say check his inventory? How do I know it's someone else's AAA++++ item?"
As Nidler posted here "http://www.ryl.net/forum_viewtopic.php?21.17616.10" "Im not complaining about my sword with
this post. I am complaining about the way customers are treated by PWG staff.
I dont wanna feel like an unimportant man anymore, because every time i talk to x.factor i feel like that."
Nidler had the screen shot of the sword but he was not sad about lose the sword but how rude x.factor talked with
him and how lazy he did in this problem! He was acting like a bad guy and not like the administrator of the game
Result: one more player frustate who only keep playing because he already payed for several month.
Third case: ACGH2 Antoniums. Acgh2 is a 45 years old man who lost one of his leg because some problem in
his life and all he got in some fun in Risk your Life and some thing's to do in his home like fix computer and such,
90% of his friends are in Team speak of RYL and its a pleasure pay a account to let him play.
Well... he bough 6 months in RYL and never got his antonium in his account, well he told me many times about it
but i was really lazy to send a pm to x.factor and last days brbradock tried to help him, because Acgh2 dont
speak english very well. So.. bradock tried to talk with him and he was SO rude talking with him, so basically he was
talking about he already dealed with a problem like that and the ppl was trying get more antoniums, so...
i can say how frustate was to acgh when bradock said something like that to acgh, man... it was really bad.
Well acgh could not talk very well because he was so nervous with what x.factor said to bradock and i think he
talked with bradock like 40 min or so. Than x.factor made a deal with bradock "if acgh2 received the antoniums and
never used or traded he will give 2x prize, so... 80x2=160 if he was lying he will ban his account forever to try
cheat game and suck. Waaa.. when bradock said it to acgh2 he become so nevour in team speak and said som things i dont
want say, but was something like " Tell him who i accept the challenge". After bradock talk with him about it he said
he could not do something like that because that JUST happend with other one customer and he needed more and more customers
with same problem to him do something like search the antoniums ID, so.. he was trying see if acgh2 was lying only
when he told about the challenge.... After some time, he said to brbradock he had more important things to do and if
he had some problems e-mail to support@ryl.net. I just can remind acgh2 saying lots of things leave game and get out
of team speak.
Forth case: Soneca Goodbye post and dagger!
First i want say i had one dagger AAA++ in my enchanter and i had a bug in the blacksmith and i just lost the dagger
for a bug and i tryed contact x.factor in pm, well.. after some days nothing, he dont ansewer my pm's, i know forum is
not the place to post about it but i posted in forum about my dagger and ppl said it should be a mistake because he
always answers PMs, then i tried again and once more... nothing, no answer, i had posted something in forum also i
posted about my PM without answer and.. nothing(http://img469.imageshack.us/my.php?image=gg6ld.jpg). He knew about my
problem, he knew about i had no answer and he ignored me IN ALL POSTS and never send me a single PM trying to ask
"What happend", once more ignored by x.factor
Fifth Case: Good bye post and rude customer service from Webmaster(dave(The new boss of the game)): Dave is making
some thing for the RYL site and he is feeling like the best and most important person at PWG! I see many people
frustated for deleted post, Banned account and he is like "I am the power of the forum, here is the rulez bla bla bla
and you get banned now". I will just remind this is a game and game was made to have fun and not stress and i was so
stressed with the game, maybe a time till we wait underworld map or so.
I made a good bye post (http://www.ryl.net/forum_viewtopic.php?21.19243), just saying i am leaving the game because
i am really tired of all those things that had happend, i pay for like 5 accountmonth just to have some fun with friends,
and was playing since BETA from RYL:POTE After my post i received a RUDE message from Webmaster dave, "If you want i can
close your account for you", i think in any company first thing you received as answer is something like
"Hey things will be better, stay with us" or "Yes, maybe you need some time, just wait till underworld, will be awesome",
after some time i got my post locked for no reason and i was so mad after seen something like that, me and my friend
sissi decided leave game and both posts was locked fo no reason!!
I was really mad for being treated like that and i posted in one Threads something like, if you want leave do it and just
come back when they do the right thing, my account was banned from forum.... Well.. i just decided just block all
account i was paying and i asked for a friend post in forum about those account who i pay will get password change,
since i am the one who pay the account, post deleted and account banned. I told it to my friend and he posted in forum,
post deleted account banned. So.. i sent a e-mail to x.factor talking about "wazzzup"? whats going on? Well.. he was so
rude with me, first he tryed bring me back to the game and told about dave banned me from forum and not him, i told
about "sissi" locked post and he dont knew how to answer very well, he was like lost about what i was talking about,
he showed me the rulez of forum but do not sayed what i did wrong, just something like "You broke the rulez". We had
like 10 reply and he ignored me and unlocked sissi post just to provoke me, something like "His post is unlocked and
yours is locked hahaha".
I cant say how frustated i am after 10 months paying for a incomplete game with a bad customers
Me and my friend is sending this e-mail for a AT LEAST a best customer service, we are tired to fell like nothing!!
Well.. right now i wont come back to this game, i will prefer play in Malaysia, but some us us still playing, i hope
you guys can take care of this problems.
(Special thx to Neuras and Doc. who helped me with with grammar)
Xunda
Soneca
X-Lord
BrBradock
Zoieta
Smeagol
Nidler
Aracno
ncbr-23
enfermeira
Acgh2
Mito
Ogrooo
Neuras
Iann
Apolonas
Artemis
Xunda
charming_witch
meavious
merenda
christos_gr
vagabundo
Runovers
Taunos
Comments
Well my friend... First off this game currently is an English based game, so a good understanding of the english language is a good start. From the support side... The staff get's probaly about 100+ emails a day at the least about lost items, and alot of the time this isnt anything more then players trying to scam an item. I cant say i know anything about the cases you speak of, but i know myself i lost an 275int AA grade staff by mistake, and x.factor told me the same thing, their was nothing that could be done even if he wanted to, and he explained it basicly the same way, end of story, lost probaly 70-80 mill worth of work and countless metals. So, yea... i can feel bad for you their, but it does happen.
Fairyland Online
IGN::hussien lvl 42 blademan
Risk Your Life
IGN::hussien lvl 19 gunner
IGN::.SIN. lvl 9 rune-off
Took me like 3 hour to make this e-mail with my friends and i sent him for lots of ppl in PWG and no one ansewer anything, so... i just decided post here
Hi my name is Fernando (Soneca) from the game!
I will talk about some customers/administrator problem!
I will start talking about a long time ago when the first wave of people leaving the game, in those days when there was
so many exploiters, and the unfair way you were dealing with the deleted /lost fame,money and others issues.
First i want say how many mistake happend there, i will do 2 examples, first, my friend, which i dont want to name
cuz he is still afraid of losing his char, he bugged 2 levels and nothing happened and i got another history from ncbr-23
who bugged something like 30% and lost the the char.
I am not saying its fair minimize the problems with nc, but how unfair was the choice, i know many and many ppl who
buggged quests and nothing happened, like everyone know eceLL leveled like 70-80% in just one day, i got by myself
Lunna lenna buggin quest in grand fall and others
Second: Bad support from x.factor and others customers!
I cant say how rude x.factor dealing with customers!
I will just say some things who happened with us brazillians players!
First case: Suzi account banned: Long time ago something happend in global and Suzi(14 years old women) was accused by
x.fator to cheat the game or something like that and banned for ever his account without any question, before ban he sent
a message to her "You will know why u is getting banned", a pure mistake, suzi never did anything and x.facot gave
his account back after 20 days or , that date RYL lost like 5 ppl for that "mistake"
Second case: NidleR sword, first i want say how helpfull was GM_rabbit in this case, he really tryed help NidleR
and send some pm to x.factor trying to resolve the problem and x.factor said there was no way to do it because it
needed rolled back the whole server to do something like that.
Than i was talking with Nidler about it and i said him this is not true, i played for long time Diablo 2 and once
i lost one item for a bug ingame and i got a nice support and said him all items got own ID, so take some time but
a nice customer service should do something like that.
Nidler did one mistake we know and at that exactly moment the problem was: we needed rolled back the whole server,
after talk in forum we discovered about the problem was "it should take too much work for it", so... after x.factor
tell he should beliave in this post "http://www.ryl.net/forum_viewtopic.php?21.17616.20"; "Yes, finding the item "ID"
may only take 1 or 2 hrs, but you have to keep it mind that the log only gives me a HEX digit ID. It does not tell
me what grade or stat the item has. So now what? Say you have a screenshot. How do I make sure that the item is the
SAME item that the player claims to have lost? How do I know if you sold a F skillarm and showing me an AAA+++.
You say check his inventory? How do I know it's someone else's AAA++++ item?"
As Nidler posted here "http://www.ryl.net/forum_viewtopic.php?21.17616.10"; "Im not complaining about my sword with
this post. I am complaining about the way customers are treated by PWG staff.
I dont wanna feel like an unimportant man anymore, because every time i talk to x.factor i feel like that."
Nidler had the screen shot of the sword but he was not sad about lose the sword but how rude x.factor talked with
him and how lazy he did in this problem! He was acting like a bad guy and not like the administrator of the game
Result: one more player frustate who only keep playing because he already payed for several month.
Third case: ACGH2 Antoniums. Acgh2 is a 45 years old man who lost one of his leg because some problem in
his life and all he got in some fun in Risk your Life and some thing's to do in his home like fix computer and such,
90% of his friends are in Team speak of RYL and its a pleasure pay a account to let him play.
Well... he bough 6 months in RYL and never got his antonium in his account, well he told me many times about it
but i was really lazy to send a pm to x.factor and last days brbradock tried to help him, because Acgh2 dont
speak english very well. So.. bradock tried to talk with him and he was SO rude talking with him, so basically he was
talking about he already dealed with a problem like that and the ppl was trying get more antoniums, so...
i can say how frustate was to acgh when bradock said something like that to acgh, man... it was really bad.
Well acgh could not talk very well because he was so nervous with what x.factor said to bradock and i think he
talked with bradock like 40 min or so. Than x.factor made a deal with bradock "if acgh2 received the antoniums and
never used or traded he will give 2x prize, so... 80x2=160 if he was lying he will ban his account forever to try
cheat game and suck. Waaa.. when bradock said it to acgh2 he become so nevour in team speak and said som things i dont
want say, but was something like " Tell him who i accept the challenge". After bradock talk with him about it he said
he could not do something like that because that JUST happend with other one customer and he needed more and more customers
with same problem to him do something like search the antoniums ID, so.. he was trying see if acgh2 was lying only
when he told about the challenge.... After some time, he said to brbradock he had more important things to do and if
he had some problems e-mail to support@ryl.net. I just can remind acgh2 saying lots of things leave game and get out
of team speak.
Forth case: Soneca Goodbye post and dagger!
First i want say i had one dagger AAA++ in my enchanter and i had a bug in the blacksmith and i just lost the dagger
for a bug and i tryed contact x.factor in pm, well.. after some days nothing, he dont ansewer my pm's, i know forum is
not the place to post about it but i posted in forum about my dagger and ppl said it should be a mistake because he
always answers PMs, then i tried again and once more... nothing, no answer, i had posted something in forum also i
posted about my PM without answer and.. nothing(http://img469.imageshack.us/my.php?image=gg6ld.jpg). He knew about my
problem, he knew about i had no answer and he ignored me IN ALL POSTS and never send me a single PM trying to ask
"What happend", once more ignored by x.factor
Fifth Case: Good bye post and rude customer service from Webmaster(dave(The new boss of the game)): Dave is making
some thing for the RYL site and he is feeling like the best and most important person at PWG! I see many people
frustated for deleted post, Banned account and he is like "I am the power of the forum, here is the rulez bla bla bla
and you get banned now". I will just remind this is a game and game was made to have fun and not stress and i was so
stressed with the game, maybe a time till we wait underworld map or so.
I made a good bye post (http://www.ryl.net/forum_viewtopic.php?21.19243), just saying i am leaving the game because
i am really tired of all those things that had happend, i pay for like 5 accountmonth just to have some fun with friends,
and was playing since BETA from RYL:POTE After my post i received a RUDE message from Webmaster dave, "If you want i can
close your account for you", i think in any company first thing you received as answer is something like
"Hey things will be better, stay with us" or "Yes, maybe you need some time, just wait till underworld, will be awesome",
after some time i got my post locked for no reason and i was so mad after seen something like that, me and my friend
sissi decided leave game and both posts was locked fo no reason!!
I was really mad for being treated like that and i posted in one Threads something like, if you want leave do it and just
come back when they do the right thing, my account was banned from forum.... Well.. i just decided just block all
account i was paying and i asked for a friend post in forum about those account who i pay will get password change,
since i am the one who pay the account, post deleted and account banned. I told it to my friend and he posted in forum,
post deleted account banned. So.. i sent a e-mail to x.factor talking about "wazzzup"? whats going on? Well.. he was so
rude with me, first he tryed bring me back to the game and told about dave banned me from forum and not him, i told
about "sissi" locked post and he dont knew how to answer very well, he was like lost about what i was talking about,
he showed me the rulez of forum but do not sayed what i did wrong, just something like "You broke the rulez". We had
like 10 reply and he ignored me and unlocked sissi post just to provoke me, something like "His post is unlocked and
yours is locked hahaha".
I cant say how frustated i am after 10 months paying for a incomplete game with a bad customers
Me and my friend is sending this e-mail for a AT LEAST a best customer service, we are tired to fell like nothing!!
Well.. right now i wont come back to this game, i will prefer play in Malaysia, but some us us still playing, i hope
you guys can take care of this problems.
(Special thx to Neuras and Doc. who helped me with with grammar)
Xunda
Soneca
X-Lord
BrBradock
Zoieta
Smeagol
Nidler
Aracno
ncbr-23
enfermeira
Acgh2
Mito
Ogrooo
Neuras
Iann
Apolonas
Artemis
Xunda
charming_witch
meavious
merenda
christos_gr
vagabundo
Runovers
Taunos
SURVIVING RYL ERRORS AND GLITCHES
first off i'd like to correct you about how people are submitting bugs... It says take a screen shot
(it's the button just right of F12, the open a photo editor, paste, and save),
send the txt and .dmp
(FOUND AT C:Program FilesPlanetwide GamesRYLEmperorerrors)
(Note : C: is default directory, if you put it somewhere else the RYLEmperorerrors is where to find it).
file to planetwide games. It does this becuase all the information of what you have been doing in game is kept in a temp file while you logged in. So most of the people, there real world circumstances aside probably didn't follow the simple instruction of sending that one thing. If you are upgrading or trading all that information is saved in that file for a short period. The second thing is about roll back. I've been playing the game since early beta. and the only time people have experienced rollback is when have neglected to logout for server maintenance. Therefore there current character information isn't saved at player logout like it normally is, it's lost becuase the servers are shutting down. There is a reason that the messages pop up top of the screen and cannot be blocked or stopped and play sound, it's so that pwg gives ample warning for players to logout and save their chars. NOTE AGAIN: if you get an error becuase the server is shutting down, follow the same instructions at the top about the .txt and .dmp files. If this comes off as being harsh that's because the points i'm making are true, and although there are always to going to be glitches in every single game (ryl is not an acception), there will be people who abuse them. So all i have to say to that is that you cannot control other players if you yourself are a player. so if you want to feel good about not abusing bugs then don't abuse bugs and sleep good that you can make a good character legitimately without cheating or using glitches or exploits.
One other thing is that there are thousand of players who have to deal with one small issue and get upset with and only a handful of people to deal with it. they are living people that could live next door to you. And you treat someone with disrepect they will most likely do the same thing back. The other thing is start keeping logs and saving messages of any kind of rude reply from a gm, or admin, all of the information made on the forum is kept in a database and easily accessed and searched, and private messages are easily traced and tracked. So try not to let evidence of someone abusing slip away, take screenshots, copy links, if you go to the file in internet explorer you can save a current web page and all of the content. Try to be quick about it.
An example : If gm(blank) says something inappropiate, bring it to pwg's attention, and have evidence ready. and you can always do so anonymously using a quick newly made hotmail account or something for privacy.
Try to be more aware of how you handle things, have some patience, then when problems do happen you won't have a hard getting them fixed.
this message isn't an attack on anyone, it's just a realistic way of how to handle and deal with problems in ryl.
This message applies to specific ryl problems, but all MMORPG players should handle things in this fashion
Good luck and Have fun in game (Own akkans) : D
-Nubified-
81 Human Enchanter
-----------------------------------------------------------------------
Powerleveling your noob friend your introduced to ryl - Makes you feel good, makes them feel good
Powerleveling the higher lvl player who got you started on ryl - Makes you feel great!
Powerleveling your akkan friend with weaken 4-6 - Priceless
I have a screen shot of my dagger and explained how the bugs happened, but they said me who i am "just one customer" and it should take lots of time to help me and should delay the new thinks ingame LOL
This is what you get when you have a serious problem!
o_O that sucks