Community Relations Archive
Thread: Communication example that causes flames of the devs
Kaessa wrote:
Scoooter wrote:
Ackehece wrote:
If tiggs has mentioned it - she is looking into it.
Just because they have not made an announcement on a fix does not mean they are not working on it.
If you want to help add it to her daily bug report requests and /bug it in game and give as much
information about how it does not work as you can.
Read Garva's purpose for this forum
Welcome to the Community Relations forum. This is a place for you to ask questions and offer feedback on issues related to our communication practices, the website, and the forums. Development related questions and comments should be posted in Game Updates, Core Systems, or the Profression forums.
You miss the point of the post. You need to read it again along with the title.
The phase 4 quest is an example of the lack of communication that leads to the perception that the community relations is percieved as poor.
This is the Community Relationship" forum and that is an example of how the community relationship needs to be looked at.
What you fil to see is that hundreds have been adding to it begging for an update, giving all information possible and no official dev response that they consider it a bug even.
Look at the sentence of yours that I bolded. That is part of the poiint. Issues senetive to the community and that are time senseitve should have clear and constant communication im order to keep relations smoothe.
The point of the post was not about the bug, it was simply an example of feedback on what could be done better to improve community relations
I guess attemting to provide feedback with examples is worth a 1 star lol
Message Edited by Scoooter on 02-11-2005 12:49 PM
Message Edited by Scoooter on 02-11-2005 01:43 PM
Have you even read the daily "in live" bug reports? It is in there EVERY DAY with the statement that "yes, we know about it and are working on it". How is this NOT communication?
*headdesk*
THe bug threads at the point of the start of this thread were "We are loking into reports...", to many that is not acknowledgement. That is they are investigating.
And yes I checked every day. There are several hundred in the FS forum that got the very same message.
The whole point of this thread is the communication did not get across to the FS community. Please do not get bogged down in too many details on the example.
This thread is about improving communication. If the message does not get across and percievend in the manner you want it percieved as you have failed communication.
If this forum isnot about how to improve relations and give constructive feed back on relations and communications why does it exist then.
Message Edited by Scoooter on 02-13-2005 11:52 PM
Message Edited by Scoooter on 02-14-2005 12:09 AM
Tiggs wrote:I then made a post in the Live issues thread letting players know we were working on correcting this issue. The live issue thread was then archived and a post was made to the Live issues thread again since players were still reporting it.
OK, I just need to know how you're correcting it.
There's posts all over the FS forum about CSRs unlocking players that are unable to take the quest. So, I went into general chat and asked the CSR there to verify. He did, and instructed me to file a ticket for more information.
I opened a ticket, but the response was basically a cut-and-paste of what's in the top issues list. My question is... will a fix be created, tested, and moved live with a fair number of days left for players to complete the quest, or are the CSRs unlocking stuck players? I just want to know what I'm supposed to do at this point.
Thanks.
Iniaes wrote:
Tiggs wrote:
I then made a post in the Live issues thread letting players know we were working on correcting this issue. The live issue thread was then archived and a post was made to the Live issues thread again since players were still reporting it.
OK, I just need to know how you're correcting it.
There's posts all over the FS forum about CSRs unlocking players that are unable to take the quest. So, I went into general chat and asked the CSR there to verify. He did, and instructed me to file a ticket for more information.
I opened a ticket, but the response was basically a cut-and-paste of what's in the top issues list. My question is... will a fix be created, tested, and moved live with a fair number of days left for players to complete the quest, or are the CSRs unlocking stuck players? I just want to know what I'm supposed to do at this point.
Thanks.
We will be posting more information on this today in the annoucement section of the forums.
Kaessa wrote:
Jedi
* Phase 4 Village Quest is not working properly - bugged and is currently being worked on.
This is what the current "In live" bug thread says, and it's also what the last one (friday, I believe) said. If you didn't see that, then obviously you are NOT paying attention. I'm not even *following* the Phase 4 issue and I saw that. Don't chastise the devs for lack of communication if you can't be bothered to read their posts.
No that showed up on Saturday the 12th.
I think you need to read the thread a bit closer. This came 9 days after the first report with a complete uproar going on abaut requesting communication. I for one was posting in every issue and discussion thread requesting a status since we were not seeing any. Before you accuse me of not paying attention and not reading their posts maybe you should get familiar with the issue first and see for yourself.
It's not just me, look at the foum postings in the FS foums, You have hundreds of people that saw no communication and what there was was coming extrememly late. I happen to check the Dev Tracker daily and did intensively durring this.
The point of this thread however is to be constructive. It is a given that me and hundreds others saw inadequite communiction. The this is to come up with ways we can prevent that in the future.
I chose to bring it here so we could find a solution, not to get flamed or accused of not reading posts when you and others were not following the issue. Hundreds of people did not imagine this all independently. There is a gap here and we are all better off seeing if a solution can be found so that customer relations are improved.
If you look at the content and intention of every post I have made on this thread I am not flaming the devs/Tiggs. I am simply pointing out the xample, what occurred and trying to see if there is a way to correct the situation for the future.
Message Edited by Scoooter on 02-14-2005 09:26 AM
Message Edited by Scoooter on 02-14-2005 09:38 AM
Tiggs wrote:
I would like to comment on this... The bug was actually sent on to our QA team on February 4th when I received a detailed report from someone in the community via private message.
I then made a post in the Live issues thread letting players know we were working on correctingthis issue. The live issue thread was then archived and a post was made to the Live issues threadagainsince players were still reporting it.
If it is the case that communication was made and purged before people saw it (and I have no reason to doubt your word). Maybe the answer is a stickied post that is locked that contains all known issues that you can edit and update. One that contains a list of confirmed problems and their status
Hundreds in the FS forums did not see anything said on the 4th as well as me.
Something of this nature might help fill the gap.
Though I think they need a CSR Tracker also. (or was that EQ that needed it?)
Crimsonsplat wrote:
Scooter, no offense but part of the problem is that people just don't read. They look at the length of the thread and just append their complaint to the end of it. They could have gone to the Dev tracker and looked, it's as simple as that. Dev Tracker is the FIRST place I stop and look for answers.
Though I think they need a CSR Tracker also. (or was that EQ that needed it?)
Well I for one go to Dev tracker first also. So do many others.
Ido not know you follow the issue.
I was gated by this and was monitoring dev tracker constantlt, I know of several others that were also
No matter how it happens whether it be because posts were purged or whatever. If the message does not get to the other side then we have a communication breakdown.
I do know that people don't read. I have made it very clear that the purpose of this thread is to constructivly discuss solutions to a problem that occurred. Not the bug it self but the customer service perception on how it was handled. The intention to improve customer relations and for that all I see are flames and one stars from a one star bandit lol
I have been attemting to keep people on track on the issue that should be discussed in this forum which is the customer relations feedback. But it is clear that attemting to give feedback on customer relations and how to correct a gap that exists is not what people want to discuss.
So I guess one of the purposes of this forum has been invalidated.
Message Edited by Scoooter on 02-14-2005 11:37 AM
Scoooter wrote:
Crimsonsplat wrote:
Scooter, no offense but part of the problem is that people just don't read. They look at the length of the thread and just append their complaint to the end of it. They could have gone to the Dev tracker and looked, it's as simple as that. Dev Tracker is the FIRST place I stop and look for answers.
Though I think they need a CSR Tracker also. (or was that EQ that needed it?)
Well I for one go to Dev tracker first also. So do many others.
Ido not know you follow the issue.
I was gated by this and was monitoring dev tracker constantlt, I know of several others that were also
No matter how it happens whether it be because posts were purged or whatever. If the message does not get to the other side then we have a communication breakdown.
I do know that people don't read. I have made it very clear that the purpose of this thread is to constructivly discuss solutions to a problem that occurred. Not the bug it self but the customer service perception on how it was handled. The intention to improve customer relations and for that all I see are flames and one stars from a one star bandit lol
I have been attemting to keep people on track on the issue that should be discussed in this forum which is the customer relations feedback. But it is clear that attemting to give feedback on customer relations and how to correct a gap that exists is not what people want to discuss.
So I guess one of the purposes of this forum has been invalidated.
Actually I do think people want to talk about communicationbut as most of the other posters and myself see - your example is not the best and there definitely has been communication about the issue. The devs have improved greatly and we do get timely info. Just because you think something should be posted in 30 secs and not a week does not mean they are not communicating. Game development is a big deal and takes lots of time. Bugs are important but some bugs are game breakers (and most of those can not be talked about as they create exploits) and they need to be fixed first - other less important bugs (ones that effect less people and or do not distablize the game) will be left longer as they can be fixed when needed.
Policy like manually unlocking (which they finally did) takes a corporate decision as it involves making a huge execption to the rules and that would have to be discussed between groups in several cities and currently 3 different corporations (sony, electronic arts, and lucasarts). Lawyers etc take time.
Ackehece wrote:
Scoooter wrote:
Crimsonsplat wrote:
Scooter, no offense but part of the problem is that people just don't read. They look at the length of the thread and just append their complaint to the end of it. They could have gone to the Dev tracker and looked, it's as simple as that. Dev Tracker is the FIRST place I stop and look for answers.
Though I think they need a CSR Tracker also. (or was that EQ that needed it?)
Well I for one go to Dev tracker first also. So do many others.
Ido not know you follow the issue.
I was gated by this and was monitoring dev tracker constantlt, I know of several others that were also
No matter how it happens whether it be because posts were purged or whatever. If the message does not get to the other side then we have a communication breakdown.
I do know that people don't read. I have made it very clear that the purpose of this thread is to constructivly discuss solutions to a problem that occurred. Not the bug it self but the customer service perception on how it was handled. The intention to improve customer relations and for that all I see are flames and one stars from a one star bandit lol
I have been attemting to keep people on track on the issue that should be discussed in this forum which is the customer relations feedback. But it is clear that attemting to give feedback on customer relations and how to correct a gap that exists is not what people want to discuss.
So I guess one of the purposes of this forum has been invalidated.
Actually I do think people want to talk about communicationbut as most of the other posters and myself see - your example is not the best and there definitely has been communication about the issue. The devs have improved greatly and we do get timely info. Just because you think something should be posted in 30 secs and not a week does not mean they are not communicating. Game development is a big deal and takes lots of time. Bugs are important but some bugs are game breakers (and most of those can not be talked about as they create exploits) and they need to be fixed first - other less important bugs (ones that effect less people and or do not distablize the game) will be left longer as they can be fixed when needed.
Policy like manually unlocking (which they finally did) takes a corporate decision as it involves making a huge execption to the rules and that would have to be discussed between groups in several cities and currently 3 different corporations (sony, electronic arts, and lucasarts). Lawyers etc take time.
It is actually a very good example from one perspective.
This was the type of problem that needed prompt and constant communication. Because the correction of it is extremely time sensative because of the village phases.
Since this only occurred in people that were on their second phase 4 many were waiting to unlock and just saw the clock ticking. The phase was half over on Valcyn before the complete admission that the quest was bugged. Those hit with this bug did see it as a game breaker since they were looking at a 12 week gate in their progress, It's the time restrictions that cause the need for this situation to have prompt and constant communication.
The people affected needed to know as fast as possible that it was in fact confirmed and since there was a time constraint that the DEV team was going to come up with contingincies. Now since as you point outthat the detals what those contingencies were may not be able to be discussed openly. They needed to know that something was planned "just in case"
The dev's have improved greatly, but that is not to say there is no room for improvement
V1G0 wrote:
This would be a good time to roll out the Bug Status thread that we were promised. The one that listed various bugs that were being worked on and I believe their priority in the system.
Yes,
A thread that would not be commented on though. The issues threads are for that but a sticked post that could be updated by Tiggs and one place to go see what status a bug was in.