Idiots with keyboards, aka. "How to screw up a client relationship" - Page 2

JzJ75 · 04-07-2010, 06:12 AM

Great Post... and being in the I.T. industry this is completely true.

I understand it takes time to "fix" issues.. there is just not enough time in the day to get it all done. And it's even worse if you have just a small work force managing a very large project. I know, I get over 50+ emails a day that I need to respond to.. on top of every thing else I have to do. It does not sound like much but, when you add in all the customer computers I have to fix, the graphic work I do for the company , and the coding I do also. the day just slips away. so I completely understand, long response times to issues.

I would like to thank NGD for such a great game. (love the new models)

Mattdoesrock · 04-07-2010, 07:59 AM

Quote:

Originally Posted by niclam

while we watch the Big Bang Theory

.

Angel_de_Combate · 04-07-2010, 08:59 AM

Quote:

Originally Posted by linuxslacker2

what ara said is true but....

4 months to get a reply to fix a database error with a character is way too long
more then 2 weeks till silent thoughts got a reply in the thread/ingame
etc...etc....

2 weeks imho should be the maximum time anything takes and you should prob aim to get most issues sorted(or atleast responded to) within 2-3 days of the user emailing

the user should be patient but you cant expect them to wait months and still not get any reply you guys do have to improve customer service heaps

Sorry but i agree +1

Linuxmage · 04-07-2010, 11:25 AM

Very well written, and completely true.

To linuxslacker:

Ok, its clear you are used to large software development houses, but NGD is a very small team of people in comparison to others.

The reason that emails dont get read, and responded to often is that there is no dedicated customer service. At all.

I'm not sure of exact numbers working on this project, but I believe it to be less than 20 people in total. All of these people are developers, full time ones, and their days are taken up by, would you believe it, developing the software.

The customer service email box fills up, and, should one of the community managers find the time, then they will look through it, and respond to the most urgent of these.

However, this task is a last priority in their day, as most of it is taken up by just trying to get the current release working efficiently and working on the next item in the line, which is currently the new character models.

Have you any idea just how long it takes to do animation? One character model can take weeks of work, just to get the basics in. Then, you have to add in the armour, all combinations of it.

I know a lot of developers who have so much to do, that they take their work home with them, and, maybe, in the evenings, get around to some customer support work. They aren't paid for this.

Most other large software houses have dedicated customer support, and employ entire teams of people just to deal with players of their MMO games.

NGD does not do this at all. This is why the game is Free-to-play. They cannot afford to employ people just to answer customer queries and solve player problems.

Mr_Egg · 04-07-2010, 11:38 AM

Quote:

Originally Posted by Drokuz

The same goes for conjurers, aren't you more inclined to heal those who thanked you at least once?. Or at least those who don't tend to yell "LIFFEEEEEEE", knowing that conjurers are working hard to heal everybody.

Ungrateful people like that are one of the main reasons I don't play my conjurer as much recently. Some people are nice, and when I res them it's "Thanks Egg! <3" (lol), and some people are more like "Why the $%@# didn't you res me earlier?"... and yes, I'm now much more inclined to res the people who are nice first, just because that's the way it is. I even removed all the points from synergy bond in my setup because the people that say "mana" 32 times filling up my chat tab never ever thank me for it, and because they disappear behind a door as soon as it's been given, I can't see it being any use anyway.

The same goes for any relationship where someone's providing some service, be it heals, or providing the game itself, which is (I think) the point of this thread. And yes, NGD workers are only human because they can only be human, so they need to be respected. And hey, treat someone with respect and they might just show you some respect in turn. Make demands of them, repeatedly, and they'll think you're an idiot and ignore you.

But yeah, feels like the right time to say thanks NGD for the fun game, I know there are issues, but I'm sure they'll be fixed as soon as you find a solution.

NetBlaster · 04-07-2010, 12:04 PM

1 word describes all of this: karma

give respect and you shall recieve

mr_scsi · 04-07-2010, 01:40 PM

Quote:

Originally Posted by Linuxmage

Very well written, and completely true.

Most other large software houses have dedicated customer support, and employ entire teams of people just to deal with players of their MMO games.

NGD does not do this at all. This is why the game is Free-to-play. They cannot afford to employ people just to answer customer queries and solve player problems.

This kind of touches on an addition I was going to add to make to Ara's original monologue.

Most software projects, be they a large development house or a small mom&pop shop, are run on a strict shoestring budget with crazy justification requirements for any over runs or additions (read additional staff).

I can't imagine how NGD is handling this on a free to play basis. That has to make the budgeting process that much more difficult.

To put it in perspective, imagine being bummed because you don't have beer money for the rest of this month when..... bam!!! all of a sudden the car won't start..... and its laundry day but the washer is on the fritz......why'd I get outta bed this morning?

UmarilsStillHere · 04-07-2010, 01:43 PM

Quote:

Originally Posted by NetBlaster

give respect and you shall recieve

Unless the forum system botches it ^^ My last 15+ 'Greens' were grey <:[

Adrian · 04-07-2010, 02:07 PM

Two words: Thank you!

Leukothea · 04-07-2010, 02:27 PM

I'm so agree. Even that i don't like to say this i will say it anyway: I've saw how this NGD team works, and they're under lots of pressure, and us as a costumers we're just complaint about every little detail and we should understand that this things takes time.

I fully support NGD and I really hope that they work would have lots of rewards (i will bring you pisco if you want guys

)

04-07-2010, 06:12 AM	#11
JzJ75 Pledge Join Date: Sep 2007 Location: Kansas Posts: 38	Great Post... and being in the I.T. industry this is completely true. I understand it takes time to "fix" issues.. there is just not enough time in the day to get it all done. And it's even worse if you have just a small work force managing a very large project. I know, I get over 50+ emails a day that I need to respond to.. on top of every thing else I have to do. It does not sound like much but, when you add in all the customer computers I have to fix, the graphic work I do for the company , and the coding I do also. the day just slips away. so I completely understand, long response times to issues. I would like to thank NGD for such a great game. (love the new models) __________________ Bigest Dixus ~ GoP -~Obey Gravity~- --~it's the Law~--

04-07-2010, 11:25 AM	#14
Linuxmage Initiate Join Date: Nov 2009 Location: Leicester, UK Posts: 174	Very well written, and completely true. To linuxslacker: Ok, its clear you are used to large software development houses, but NGD is a very small team of people in comparison to others. The reason that emails dont get read, and responded to often is that there is no dedicated customer service. At all. I'm not sure of exact numbers working on this project, but I believe it to be less than 20 people in total. All of these people are developers, full time ones, and their days are taken up by, would you believe it, developing the software. The customer service email box fills up, and, should one of the community managers find the time, then they will look through it, and respond to the most urgent of these. However, this task is a last priority in their day, as most of it is taken up by just trying to get the current release working efficiently and working on the next item in the line, which is currently the new character models. Have you any idea just how long it takes to do animation? One character model can take weeks of work, just to get the basics in. Then, you have to add in the armour, all combinations of it. I know a lot of developers who have so much to do, that they take their work home with them, and, maybe, in the evenings, get around to some customer support work. They aren't paid for this. Most other large software houses have dedicated customer support, and employ entire teams of people just to deal with players of their MMO games. NGD does not do this at all. This is why the game is Free-to-play. They cannot afford to employ people just to answer customer queries and solve player problems. __________________ Haven - Ariana Hailsinger Ra - Mitra Godsmacker Regnum Wiki Admin

04-07-2010, 12:04 PM	#16
NetBlaster Pledge Join Date: Jul 2009 Location: Nottingham UK Posts: 22	1 word describes all of this: karma give respect and you shall recieve __________________ » ntblstr - Hunter lvl 50 \| ntkllr - Knight lvl 50 \| ntb - Marksman lvl 31 « Reclamation Clan Syrtis (Horus)

04-07-2010, 02:07 PM	#19
Adrian NGD·Studios Join Date: May 2007 Location: Wien, Österreich Posts: 2,859	Two words: Thank you! __________________

04-07-2010, 02:27 PM	#20
Leukothea Initiate Join Date: Apr 2007 Posts: 209	I'm so agree. Even that i don't like to say this i will say it anyway: I've saw how this NGD team works, and they're under lots of pressure, and us as a costumers we're just complaint about every little detail and we should understand that this things takes time. I fully support NGD and I really hope that they work would have lots of rewards (i will bring you pisco if you want guys ) __________________ Alexita Ickle "Se vuoi la pace, prepara la guerra"