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Serious bug or one of the worst MMORPG singleplayer community experience? *boring story*
AccountDeleted12341
Member Posts: 351
NOTICE: This has nothing to do with the fact I was on a trial, as this is a bug currently in the full game since BETA.
Not at the fault of the community, but at the fault of the developers and a very nasty bug. If I were given compensation (free game time or something nice like an in-game item or something) when the bug is fixed, I'd return later (I understand they probably need time to fix this bug). However, I cannot allow myself to be screwed out of game time and treated poorly as a customer, so I must refrain from buying Rift and subscribing to it. (Mind you, not compensating for this means a big loss in sales on their behalf, as I always buy at minimum two accounts, at maximum 5+ for my entire family and/or multi-boxing.)
This isn't a rant, but I wanted people to know my unplayable experience. Not to complain, but to say "This is what I'd need to do if I were to contribute giving power back to the people." It isn't anyone's fault (besides the programmer's) but I set a minimum standard for quality customer treatment, and am a firm believer of not spending my money on businesses that do not value me as a customer (make up for loss of playtime or frustration via gifting, free time, special useless items, gift card, etc.) I usually spend a lot of money, so most places are wise to treat us customers right-- and we truly do have the power of our wallets! Want your game changed? Stop paying a subscription and let the right people KNOW why!
At first, Customer Service refused to take my inquiry serious, which is fine as I'm sure there are more than enough idiots screaming "BUG! EXPLOIT! HELP MEEE!!!" over something of their own fault that could easily be fixed on their end. However, I was actually treated quite well (although extremely long wait times) UNTIL I reached "Tier 2 of Customer Service" in which the person replying stated the reason I could not chat with others was because I was a trial account. Obviously, the GM didn't even read what I had written and just assumed I was a 12 year old on a free trial.
Over the span of 2-3 days, I made numerous (hourly) attempts to communicate with others. At first, I thought I was astrocized by the community or that the community were very nasty, anti-social, singleplayer types. I was wrong, as it turned out no one could actually hear me except in /tells and /guild. Being a trial account, I could not initiate /tells. However, it became quite clear that not only could I not reply to anyone, but I could not even hear some players talking. In a raid of 20 players, not a single one said a word to me. Why? I assume because I could not hear them. They certainly couldn't hear me.
I have attached two screenshots of my frustration and vanity, followed by the kind way Tier1 GM's responded, and the horrible mistreatment of "Oh you're a trial, so I won't even read your problem unless you reply." until the final response of "We will have to see if it is a bug worth fixing. No compensation will be given." I also had to go out of my way to explain to them (and prove) that I could NOT in fact talk in chat. They claimed I had-- despite my numerous reports of not being able to. Granted I assume most people who buzz a GM are total morons...my details of the problem via feedback is probably not common. I was not vague, and was straight to the point.
Funny, because I literally love the game so much and am so impressed, I have to physically restrain myself from purchasing it. I cannot allow a company to get even $5 from me if it forces me to play Singleplayer in a Multiplayer game. I wish we all demanded high quality customer service and appropriate treatment and handling of problems-- as if MMO Businesses treated us as good as Restaurants (when we complain) and took our problems and demands seriously (because we tell them how it is WITH OUR WALLETS) then we would gain back much of the power so many of you have thrown away in order to parasite from MMO to MMO, bleeding end game dry while greedy companies feed off your money, screwing you and your mistaken idea that the Collectors Edition or Lifetime sub for [insert other game] was a good idea.
Love the game, patiently waited 3 days (I played a lot waiting...) just to get a "We can't fix it." reply, and no compensation for frustration, loss of time, or the fact I would be more than willing to pay far more money in eventual subscription months than it would cost them to apologize and make up for their bug.
I had searched hours for this problem in forums, and have found it to be (possibly) a common one since Beta. It also might explain a lot of "The community is silent!!!" reviews I have read, which make more sense that they had this bug-- not that the community was that anti-social.
I did NOT spam. Read the red text. After this, every 1 hour or so (or anytime I joined a group) I would politely ask "Can anyone read my text?"
One group instance, I had sent 5 sentences replying to a "Are you coming?" and the person went off on me, saying that I do not talk and I cannot sit there mute in a group and expect to play. Yet I had been talking the entire time!
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On July 2, 2011 23:28:33 [Ronny] wrote:
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No one can hear me talk, in any channel.
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On July 3, 2011 00:43:36 [Customer Service] wrote:
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Hello Ronny! Thank you for contacting us regarding RIFT. I apologize for the difficulties you are experiencing with RIFT. I realize this can be frustrating and I'm happy to assist you in this matter. I would like you to please recover your client by following the below instructions. 1. Launch the RIFT client 2. Sign into your account and log in 3. Once signed into the launcher, please click the Recover icon on the bottom right corner of the launcher. 4. The launcher will ask you to begin file recovery, please click the yes button. 5. Allow the recovery process to go through 6. Attempt to relaunch your game If you have any additional questions or concerns then please don't hesitate to let us know. Thank you for your continued support of Trion Worlds and for playing RIFT. Your reference number for this question is 110702-003298 Sincerely, GM Azrael Game Master Trion Worlds Inc.
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On July 3, 2011 10:21:49 [Ronny] wrote:
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Didn't work. I tried it 3 times. No one will or can hear me.
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On July 3, 2011 10:31:00 [Ronny] wrote:
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I also believe I cannot hera anyone else talk in my party. I have been in a raid group with....19 players, and for the past 10 minutes not a SINGLE person has sent a single message? Hard to believe. So not only can others not hear me, but I cannot hear others...in Party or Say. I can hear others in /4 and /1 but I cannot talk in ANY chat (I can, but no one hears me). This issue has been happening for 2 days straight, and I will NOT purchase this game if I can't talk to anyone.
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On July 3, 2011 17:20:08 [Customer Service] wrote:
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Hello Ronny! Thank you for contacting us regarding RIFT. We appreciate your patience while we continue to look into this issue. Your incident has been escalated to our Tier 2 team for additional assistance. You can update your ticket at any time by going to http://trionworlds.custhelp.com and logging in with your Customer Support account name and password. Once you are successfully logged in, click "Your Account" in order to review or update any incidents that you have previously submitted. If you determine that you no longer need a response to your inquiry, please update it and select the "No, I don't need this question answered now" option. If you have any additional questions or concerns, please don't hesitate to let us know. Thank you for your continued support of Trion Worlds and for playing RIFT. Your reference number for this question is 110702-003298. Sincerely, Game Master Trion Worlds Inc.
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On July 3, 2011 22:05:11 [Customer Service] wrote:
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Hello Ronny! Thank you for contacting us regarding your RIFT free trial account. The restrictions to an account such as this are as follows: - Maximum Level: 15 - Maximum Currency: 5 Platinum / 500 Planarite / 1000 Favor - Auction House: Purchase only; cannot sell - Mail: Receive only; cannot send - Trade: Receive only; cannot initiate - Open Zones: Terminus, Mathosia, Freemarch, Silverwood, Meridian, and Sanctum - Crafting: Novice (75) skill-level cap - Guilds: Member only; cannot be promoted - Chat: Local channels + level chat only; no global chats (trade/lfg/etc.) If you have additional questions or concerns about RIFT free trial account, please don't hesitate to let us know. Thank you for your continued support of Trion Worlds and for playing RIFT. Your reference number for this question is 110702-003298. Sincerely, GM Nydolaistra Game Master Trion Worlds Inc.
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On July 4, 2011 01:31:55 [Ronny] wrote:
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...this doesn't fix the problem. No one can hear me in ANY chat channel. Not really sure how the very problem I'm having was entirely ignored and replaced with "Trial Restrictions" which have nothing to do with the fact NO ONE CAN HEAR ME... In party. In say. In level. In zone. Only in /tell and in /guild can people hear me. No one can see my text in any other channel! If this isn't fixed soon, and taken very seriously, I will NOT be purchasing Rift like I had planned. This has been what? 2-3 days I've been playing unable to talk to ANYONE?
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On July 4, 2011 01:33:39 [Ronny] wrote:
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I also do NOT appreciate someone NOT reading my problem and just passing me off as a trial account. I was fully willing to purchase the game the first day--- but then this problem occurred!! I would like a GM besides GM Nydolaistra, who didn't even read or care what the ACTUAL problem was. If they had read it, they wouldn't have responded as such.
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On July 4, 2011 01:50:15 [Customer Service] wrote:
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Hello Ronny! Thank you for contacting us regarding RIFT. After reviewing your character information I can assure you at this time that other than the normal chat restrictions placed on trial accounts that your character has not been silenced. We ask that you try resetting your chat features in-game to default to be assured that you have joined the channels you have tried to chat in. After reviewing your chat logs it does appear as of yesterday you were able to speak in a public chat channel, have you changed or altered any game settings since then? Let us know if you are still experiencing this issue after taking these setps. If you have any additional questions or concerns, please don't hesitate to let us know. Thank you for your continued support of Trion Worlds and for playing RIFT. Your reference number for this ticket is 110702-003298. Sincerely, GM Nydolaistra Game Master Trion Worlds Inc.
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On July 4, 2011 02:03:18 [Ronny] wrote:
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It shows that I am talking, but no one can hear me. It has been like this for the last 2-3 days since the problem happened. You cannot tell me that in a raid of 20 players, not a single one said a single line or responded to any of my pleases "Can anyone read this? Please respond if you can." over the course of days. Not a single person? It shows on my screen as if I'm chatting, but no one can actually hear me unless it is /tell or /guild.
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On July 4, 2011 02:07:59 [Ronny] wrote:
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I reset EVERYTHING to its default, and still nothing. You cannot tell me that after constant attempts at communication through all channels I can, over 2 days and many many hours, not a SINGLE person will respond. It's quite obvious they can't hear me, or else at least someone would have responded.
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On July 4, 2011 02:13:30 [Ronny] wrote:
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I am in a group right now, and it is quite obvious they cannot hear me, as I'm constantly replying but they are acting as if I never said a word.
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On July 4, 2011 03:54:05 [Customer Service] wrote:
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Hello Ronny! Thank you for contacting us regarding RIFT. My apologies for any inconvenience this issue has caused you. Unfortunately as a Game Master there is not much we can do to alliveate your issue in an immediate way. We have contacted our engineers with your report which will be investigated shortly for a possible solution. We ask that you continue to test these channels to see if any changes occur and update us with the results so we may relay this issue to our engineers. Again, I'm very sorry for the inconvenience this issue has caused you If you have any additional questions or concerns, please don't hesitate to let us know. Thank you for your continued support of Trion Worlds and for playing RIFT. Your reference number for this ticket is 110702-003298. Sincerely, GM Nydolaistra Game Master Trion Worlds Inc.
Comments
Trial accounts are prevented from the general and local chat's to prevent spamming of rmt. Have I missed something?
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The person who is certain, and who claims divine warrant for his certainty, belongs now to the infancy of our species.
I told you it was boring :P
This was extremely dull and not very interesting at all, but I still felt it needed to be said, even if it is pointless and only a few people would care.
Thanks for looking
And once again, sorry for it not being an actual good or fun story, lol...
You have. Trial accounts are NOT prevented from
/Say
/1 (Zone)
/4 (Level Range)
/Yell
/Tell
/Guild
/Party
In fact, the only thing trial accounts can't do is SEND tells or talk in GLOBAL chat (ex. Trade, LFG). I get those error messages when I try to chat via those channels "You are on a restricted trial and cannot send tells to other players unless you are on their friend's list."
Clearly there is a free trial GOLD FARMER spamming /4 in one of my screenshots. This person would only spam /4 and /yell. Also, I can (or could, before the bug) hear other players talking, but then could only hear some (after the bug) even in channels I wasn't allowed to talk in. Soon enough, I could hear no one can the game was silent.
I had contacted someone via tells, and they said they could see my /tells and my /guild but NOT any other channel. We tested this several times.
In fact, trial accounts have very few restrictions. They can even receive TRADE, buy off the AH, and receive mail-- as well as talk in almost all channels.
I was able to talk in all the above channels 100% for the first 12 hours (1-2 days) of gameplay. I still am "allowed to" and am not "silenced" and my messages appear to myself, but no one can hear them.
Their customer support is really awful. It took me 17 days to get my account billing working. I had to call numerous times just to explain my visa company nor paypal wasn't receiving any requests from their side. Nothing at all and yet everytime I mail them they ask me if I have checked if my visa number is correctly. One even told me once I misspelled my name on visa and I was using paypal at that time. What was obvious with every mail I sent was that not a single one of them read the full story but only the last mail sent. In the end they fixed it after 17 days like I said... But didn't even bother to tell me about it. I noticed it was working a day or two later when I checked myself. Of course I lost 17 days of gaming time as they started my subscription from the day my account died. I had to fight about that one also. Funnily my friend played all that time for free. Their billing said his account has been frozen, his visa showed no payments and still was playing with frozen account.
Hi there,
It is fustrating to hear of your woes and even more so that this problem you had was unable to get fixed. I do think you need to take a step back and evaluate the situation.
If this has been a bug since Beta and you knew about this bug and it still exists, under a trial account, then the solution is to buy the game, end of story. You know that once you buy the game and make a normal account, you won't have this bug no longer. So now the heart of the matter is the customer service issues.
If you like the game then there shouldn't be a problem. Now, if you have a problem with the levels of customer service by Trion Worlds then this is another matter. I think that given the circumstances under your trial account and Trion not being able to fix the known bug, they have responded to you with decent acknowledgement of the problem, apologised to you, paraphrased what the problem is and offered a solution to take the matter further. So, you tell us in that is so awful of them and now makes you think they should provide higher levels of customer service?
Are you fustrated because you couldn't get the bug fixed, and if it had would you still be in the same frame of mind about Trion's customer service rapport?
Please reread your second to last paragraph. You were persistent in waiting, what kind of response were you really after, that the bug would be fixed?
Buy the game. It sounds to me it won't break the bank. There, your bug is solved. It is not a case of companies being greedy and not caring, and I certainly hope you are not using this example to prove a point about levels of customer service, because frankly I fail to see where the whole "but it's the principle" comes into it. Maybe your expectations were too high?
Yeah, you did, go back and re-read his post again.
Does sound like a problem, in fact a gold spammer was able to send a message in 10-19 chat but not you.
DId you try creating a new character, perhaps that particular character was bugged. Another idea might be to set up another trial account and do some experiments to see if the new one can see the original.
In the companies defense, it does seem like their final message to you acknowledges the issue, and as the GM said, it would be up to their engineers to solve the problem as it was beyond their capability to resolve. They even asked you to keep reporting /checking as you did run into something rather unusual.
As for compensation, well, I guess you get back what you paid them.
Might be different if you had actually purchased the game but you lost noithing but free time and no MMO will compensate you for that.
If its any consolation, if you're like most of us you'd have grown bored of the game and quit after a month or two so at least you've been spared from that experience.
"True friends stab you in the front." | Oscar Wilde
"I need to finish" - Christian Wolff: The Accountant
Just trying to live long enough to play a new, released MMORPG, playing New Worlds atm
Fools find no pleasure in understanding but delight in airing their own opinions. Pvbs 18:2, NIV
Don't just play games, inhabit virtual worlds™
"This is the most intelligent, well qualified and articulate response to a post I have ever seen on these forums. It's a shame most people here won't have the attention span to read past the second line." - Anon
you're oh so clever.
I don't need to thanks he already answered the question concisely. Thanks for the suggestion though.
-----
The person who is certain, and who claims divine warrant for his certainty, belongs now to the infancy of our species.
Wow. Just wow.
Unbelievable. I am so sorry.
you really should have asked, 'if anyone can see what i'm typing", u cant hear people talk in party chat. Sorry that you had a chat problem, they do have a sale on the full game though
.
The bug which I researched had absolutely NOTHING to do with a trial account. All of theirs were the full game.
I know it is hard to believe, and I knew everyone would attack the "Trial Account" part just like the GM did, but the Trial Account has nothing to do with this.
On the event that the full game would solve this problem...well...I honestly can't justify the higher possibility of it not fixing anything and me having to remain silent and $5 less handed to a company which hasn't fixed one of the possibly worst bugs I've ever encountered. This bug isn't bad for gameplay, but will seriously cause every single person who has it to quit the game and not pay for it anymore. Many of them might not even know why (unaware they even have this bug).
That's awful. Really, just awful.
That is very bad business practice, as trial accounts should probably get priority (even if it is immoral to give them priority service).
Why? Because they are the new players who will end up spending money. I am not arguing whether or not new vs current players are more or less important (I believe all deserve quality service, and that Trion does not invest enough in their service budget) but regardless...
If they were to compensate via extending my free trial for another 7 days, or anyone who has problems in a MMO receives a fun item (A large mexican dancing hat or a free companion cactus, for example) even if it is nothing real (and can be bought or earned for free very easily) it is still something.
I have over a decade of gaming experience in MMORPG's, and only those companies with very high quality customer service will give free game time, reissue refunds for mistakes, renew the monthly cycle (to make up for lost time during a sub) etc.
I have enough experience to know that Trion would do as much with me on a Trial as they will on a sub. *Technically* I actually could play the game, so I wasn't "losing" game time. Regardless, you are wrong in saying I am getting back what I paid Trion.
I gave 3 days and many many hours into a game, which is a real investment of time which has a value, especially to me. To literally steal that time away from me because of a game-breaking bug they refused to address in Beta? To not offer at least something goofy to bring some form of relief of the frustration? Also, you ignore the fact the Tier 2 GM didn't even read what the problem was at first. Obviously, I am not the first customer to be treated like this.
It is not ridiculous to demand a company give its customers high quality customer service. I understand that not every bug can be fixed instantly. However, this is not the case. Trion is a company which has known of the bug since Beta and yet despite its game-breaking destruction of gameplay experience, they have not yet fixed it. They have ridiculously long wait times for such a simple problem, and customer service which, according to the story of MULTIPLE customers, do not even care about their jobs, nor actually read the problems.
I have had better customer service, reply speed, and compensation from just about every other MMORPG company, with the exception of WoW's reply speed which is ridiculously long.
Every other company not only has more than enough CSR's staffed, but I have seen CSR's who will not only read your problem, but will teleport to you in the game, have you test a few things out, and are intelligent enough to actually say "I know the problem. I can't do anything for it, but here...take this."
I forgot what game is was as it was a long time ago, but one CSR gave me a very nice item once for having such an awful experience. In addition to the compensation, he was VERY realistic with me and down to earth about the problems. I want to say this was Everquest 1, but I really don't remember.
TRION is not an indie developer team who are working their butts off trying to squash every bug, deserving understanding if they can't fix it right away.
TRION is a company with what appear to be (based on forum research) lazy CSR's, a care for your money but not your satisfaction, and a developer team which doesn't want to fix some simple bugs which cause massive problems for potentially thousands of lost subscriptions.
NEED I REMIND YOU that on the forums I have found MULTIPLE threads displaying what really seems like a problem with this bug, with the customer not realizing it was a bug and instead believing it was a silent mime community? This means tons of profit lost because they chose to ignore hundreds of bug reports on a very very important problem.
I severely DOUBT their "engineers" will fix this problem any time soon, as I am certainly not the first to bring it up. The forums alone (or a simple google search) reveals many others with the same problem, months ago.
.......
I was in a party when I talked or expected to hear party chat.
Do you REALLY think someone with over a decade of experience with MMORPG's would be stupid enough to believe they can hear other's party chat when not in that party?
You've got to be kidding.
Ouch. That sucks.
Having worked in online customer support for a large company (much larger than Trion) and having dealt with credit card processing problems every day, I can tell you that this is absolutely the most difficult issue to deal with. The customer service person you are dealing with likely has no access to any information on what actually happened with the transaction and must work in generals. So for me, when a customer called in and said, "I've tried several times and it is not going through," I could see that he had tried several times and it did not go through and at that point I could try processing it on the phone but if it didn't go through again I had to say, "call your cc company." When the customer called back and said the cc company had no record of the transaction attempt I knew that 999 out of 1000 times the issue was either an incorrect number, an incorrect 3 digits on the back, or an innactive card. In any of those cases, there is nothing I can do about that and the conversation starts to get rather frustrating.
But there actually were the 1 out of 1000 times that it was a processing error on my company's part. Nothing I could do about that either. There certainly was someone at my company who could do something, but I had know access to that person - probably because it is a 1 in a 1000 chance that it's a legitimate error and that person can't be bothered with the 999 others. All I could do was appologize and recommend trying another card. In cases where the customer insisted on speaking with my supervisor, I may have seen only 2 of them actually get resolved by someone above me. Everyone else either used a different card or didn't end up buying.
Why the story? Just to let you know that, although it sounds like Trion's customer service dropped the ball on you just like my company dropped the ball on people, the customer service rep you talked to along with any of their supervisors likely had virtually no ability to help you, just like I had no ability to help people, which is probably why it took 17 days of you hounding them to finally find the person who actually could get it resolved. If this ever happens to me in the future I know what I'm doing: using a different card or not buying. Or perhaps option number 3 is calling my cc company and asking them to issue a new number. That probably would take less than 17 days.
I was pleasantly surprised when I went from Apprentice to full 5 star Elite in under 2 months. I was pleasantly surprised again when I went from Elite to just barely Hardcore in 2 weeks. Apprentice, here I come!
This is not only a rant, but one of the most epic ones I've ever seen. I mean, you almost took up half the first page with just your post, hehe. Colors, pictures, bold type, italics, I mean.. you went all out whole hog. Very nice!
There is nothing wrong with calling it what it is. You felt disrespected as a player and got obviously, very upset. That's what forums are for, ranting, discussing, talking, (but not flaming).
Imo, you will buy the game no matter what you say now and even when they don't change anything. You care too much about a trial not to be subbing. Honestly, based on what you wrote I'd be shocked if you hadn't subbed already.
"TO MICHAEL!"
what about his trial experience would lead him to even want to buy the game?
It's a proven historical fact that beer saved humankind.
He's going to buy it, no matter what his experience was. He just has to 'cooldown' a bit first.
"TO MICHAEL!"
{mod edit}
OP, sorry for your experience with Rift. It looks like it just wasn't meant to be. Although Rift is a good game it's very dull boring. Go play something with a little substance and you'll enjoy yourself much more.
Compensation for frustration?
Sorry, but you haven't been denied anything. You were effected by a bug, this bug did not cause you to lose playtime in any way, regardless of whether or not the bug reduced the quality of that experience.
It's not bad business, it is standard practice in this industry, and in over a decade of playing these types of games you are the first individual I've ever seen complain about not being compensated for pain and suffering lol. I thought I had seen it all, but this really does take the proverbial cake.
Lose the self-entitled attitude, man up, create a new account and try again. You are not far into the game, and would only lose a few hours playtime. Hardly anything worth crying about.
Alternatively, you can continue to cry on public forums, but that isn't going to solve your problem.
@OP
wow, it took you three paragraphs to tell us what bug you were talking about...
"This isn't a rant..."
Wait until you get coin-locked. "That's some fun, right there."
You were in a raid group and no one talked? lol. I'd be shocked if they did talk. I think players just aren't used to this "typing" style of chat.
This game not shipping with integrated voice chat is so, uh, I guess "retro" would be putting it nicely.
------- END TRANSMISSION
I used to get timley responses by REAL GM's in Rift.. Especially during beta.. But now it's always generic copy & paste responses that ask the same question they asked the time before.. Customer support through tickets is non-existant if you ask me.. I doubt calling them is gonna fix my problem either *cough*1.3*cough*
Currently Playing:
Rift + Starcraft II + Gears Of War 3 Beta
I never had this problem and I have never heard of it. Uninstall and download again + buy the full game.
Sub to me on YouTube @ http://www.youtube.com/user/JJJK29isGaming?feature=mhee
1) Maybe people are ignoring you? They way you typed "CAN ANYONE HEAR ME??!!?!?!?!?!?!?!?" is probably a good way to be /ignored.
2) Get off your high horse about compensation. I know this is America where we all expect companies to hand us thousands of dollars if everything doesn't go according to plan. Stuff happens. When that stuff is minor, and you start screaming about compensation you're just seen as another freeloader. No company is going to compensate you on a free trial/sample. I get the feeling you think the world revolves around you and you're unique. It doesn't and you're not.
The customer service was fine.
If 5 bucks is something you can't handle, then don't buy the game. In a month or two(if that long) you will probably not be playing.
This story was not boring, at all. Your reaction to this situation I find to be inappropriate in a comical way.