[Kravenn] There is something wrong about support (EN/FR)
Kravenn
Today, I’m not writing something linked to UK or my alliance (Sirius). I decided to talk about a bad playing experience. It happened to me but can happen to everybody
Most of the time : feedback about support is terrible, I can confirm it. I play since almost 5 years and I never saw a so terrible support.
What happened ?
It began around a year ago (probably a bit more), I suspect that someone hacked me and like every Erepublik player : I decide to change my password. Of course, It works and I have a new one but when I want to log again : it doesn’t work because I have an Erepublik shortcuts who make that it is impossible to log (even if I use a copy/paste). I’m always redirected to a page who has no interest for me. I try to contact support but it is 6.30PM and of course, it is too late for them. I know what they will say : clean your cache, remove cookies, … I try to connect via firefox and IE : Result is the same. There is a cybercafé in my town (opened until 9.PM), I move there and try to join via my new pass. Like at home : impossible to join Erepublik.
I see facebook as last option to continue to play (I don’t want to connect via facebook for a game who isn’t linked to that social network). Everything works well and some weeks later, I learn they solved the bug. But if you try to contact support via mail (mandatory when you aren’t connected to the game) : you are always in low priority. Even in high one : they aren’t specially fast to answer to you, so imagine in low one.
Back to what happened on these last days
Thursday evening : impossible to log to Erepublik. When I click on facebook button (on log page), it is always asked that I mention my facebook one. I mention them and click on the button : same thing happens. So, I’m forced to use facebook to play Erepublik (because the bug of last year) and now, I can’t join Erepublik via Facebook. Hopefully, some hours later : it was solved (no idea what was made to solve that issue).
Mmmm, another issue on Erepublik
Friday evening (around 6PM) : Same thing happens, I’m not specially happy but I’m sure that it will be solved soon. During 30h : Impossible to join Erepublik, I try to contact support (Miracle : I will receive some answers) : Nothing will be made to help me. On the best case, I will be considered as a liar, on the worst one : as a cheater.
Support will ask me to :
- Clean my cache
- Remove all cookies
- Do not use any script (like Erepublik Stuff +)
- Change browser
- Change my IP …
Support will even tell me that I’m a cheater and my IP is probably banned but in almost 5 years, I never received any ban. I never sitted another account, never used multies, … and the best thing : from time to time : I buy a stash. So, for someone who pay (a bit) : support is accusing you to be a bad guy and a liar
I moved to cybercafe to know if issue was like at home : nothing changed and cache, cookies, IP, … are different. I begin to think that I won’t be able to work 1800 days in a row (some will say that I’m crazy). Back to home, I remove Erepublik application on facebook and add it again : no change. Maybe, they banned me and nothing appears on my profile (I saw nothing on my profile via an org)
What I need to do to solve that issue ?
I try to click on “Password lost” and try to generate a new one (which is quite stupid because via facebook : you don’t have specific Erepublik password) and I’m able to log again but when I talked to support : I never receive help from them (1st answer is always an automatic one, following one are always : clean your cache …).
Monday morning : I contact them (via online ticket system) to tell them “I solved myself the issue”. 2 hours later : they answer “ We checked everything and there was no connection issue” meaning that I was a liar and probably bored enough and find funny to annoy them. But I was able to prove that Issue was coming from their game and not from me. I made nothing from wrong : it is their fault.
At the left : a personnal admin answer. At the right : my reaction after reading it
For a company who open an online game and propose to invest real money inside the same, no need to hide that support is terrible. Unlike lot of players (I don’t blame them) : I buy from time to time a stash. So, I suppose that I will be correctly considered.
I will take another example : 6 years ago, I had an issue with my ISP and during 10 days, I had no internet. Issue was coming from them and they tried to find where that issue was. They sent 2 technicians to my home, we changed my router … and when they discovered the issue, I received a commercial move from them => 1 month for free.
On Erepublik, support is considering you like a liar and a cheater. Difference is quite impressive and it could be one of the reason why during these last 12 months : Erepublik lost more than 33% of their players.
Thank to Tenshou16 for the screenshot (It was took on April 2, 2013)
So my beloved admins : I know that you will read the article and probably remove it (easier to hide what you are doing wrong than try to solve that). Invest in support : sometimes, you need to wait 2-3 weeks to receive an answer to your ticket (most of the time : we are sorry for the delay … Bye”.) It’s unacceptable and it could help you to reduce the fall of the game.
To finish, I received apologies from support but I needed to request them (I didn’t wanted golds, loyalty points or prestige points : just apologies for what happened).
PS : like some could think : Yes, I bought votes for this article. I wanted to be sure that enough people will see it
Lorsque je joue à Erepublik, je n’écris pas souvent en Français et la plupart du temps : c’est pour envoyer des piques aux eFrançais. Mais aujourd’hui, c’est assez différent. J’ai eu une très mauvaise expérience de jeu et cela peut arriver à n’importe qui. Peu importe l’alliance à laquelle vous etes loyal (Sirius, Aurora ou Asteria).
On dit souvent que le service d’aide est assez déplorable et je peux vous le confirmer. Je joue depuis presque 5 ans et j’ai vu nombre de transformations dans ce jeu. En 5 ans, il a changé à tous les points de vue et le service d’aide est devenu de plus en plus lamentable.
Que s’est-il donc passé ?
Tout commence il y a un peu plus d’un an, je soupçonne que j’ai pu me faire hacker et comme tout joueur : je décide de changer de mot de passe. Cela fonctionne mais malheureusement : lorsque je veux me logguer : j’ai un raccourci du jeu qui m’en empêche et je suis redirigé vers une page qui ne m'intéresse absolument pas. Même un CTRL + C et CTRL + V ne fonctionne pas.
J’essaie de contacter les admins mais il est 18h30 et c’est évidemment un peu trop tard pour eux. Bien sur, je vide mon cache, je tente de me connecter via d’autres navigateurs (Firefox et IE). Rien ne se fait.
Même une visite au cybercafé me donne le même résultat. Je vois donc facebook comme ultime situation pour continuer à jouer (et cela malgré que je n’ai pas envie de me connecter à facebook pour jouer à un jeu extérieur à ce réseau). Bon : tout ce passe correctement et j’apprends quelques temps plus que ce bug est corrigé mais si vous tentez de contacter les admins via mail au lieu du système de ticket : Sachez que votre priorité sera directement en basse. Cela n’est pas spécialement rapide en haute priorité : imaginez en basse priorité.
Revenons à ce qu’il s’est passé durant les derniers jours.
Jeudi soir : impossible de se connecter à Erepublik. Lorsque j’appuie sur le bouton Facebook. Mes identifiants facebook me sont demandés. Je le rentre et lorsque je rappuie sur le bouton : pareil. Donc, je suis obligé à utiliser facebook pour me jouer à Erepublik (suite au bug expliqué). Voilà, je ne peux plus me connecter à Erepublik via Facebook. Heureusement : quelques heures plus tard, cela sera résolu.
Mmmm, encore un problème sur Erepublik
Vendredi soir (vers 18h) : Même probleme, je rale mais je me dis que cela va passer. Il n’en est rien. Durant 30h, il me sera impossible de me connecter à Erepublik et même avec des tickets (heureusement, j’aurai des réponses) : Rien ne sera fait pour m’aider. Je serai au mieux traité comme un menteur, au pire comme un tricheur.
Il me sera demandé de
- de vider mon cache
- de retirer tous mes cookies
- de ne plus utiliser Erepublik Stuff +
- d’utiliser un autre navigateur
- de changer d’IP
…
Je serai également considéré comme un tricheur par les admins et que mon IP doit etre probablement etre bannie du jeu. Hors, en 5 ans : je n’ai jamais été banni du jeu (ne fusse que temporairement). Je n’ai jamais sitté un autre compte, je n’ai jamais utilisé un multi et comble du comble : j’achète un pack de temps à autre. Pour quelqu’un qui met de temps à autres quelques euros dans le jeu : je suis considéré comme de la merde et comme un menteur.
J’ai même été voir au cybercafé pour savoir si cela était mon ordinateur et là aussi : même probleme. Alors que le cache, les cookies, l’IP … sont différents. Je pense donc que je n’arriverai jamais à faire 1800 jours de travail sans interruption. De retour chez moi, je retire l’application Erepublik sur facebook et la remet : pareil. Toujours aucun résultat. Je serais donc victime d’un bannissement caché ?
Que dois-je donc faire pour résoudre cela ?
Dépité je clique sur le lien “Mot de passe perdu” et tente de générer un nouveau mot de passe (ce qui est un comble car via facebook, je n’ai pas de mot de passe spécifique à Erepublik). Là, je dois dire que cela a fonctionné mais à aucun moment, je n’ai reçu de l’aide venant des admins.
Pire encore, lundi matin : après leur avoir signalé “J’ai résolu le problème”. Ils me signifient qu’il n’y a JAMAIS eu de problème de connection (en gros, je suis un menteur et je devais avoir du temps à perdre pour les ennuyer). Hors, j’avais démontré que le problème ne venait pas de moi et qu’ils étaient en tort.
A gauche Tiens, une réponse personnelle venant des admins. A droite : ma réaction après l'avoir lue
Pour une société qui ouvre un jeu online et qui propose d’investir de la véritable monnaie dans leur jeu : les contacts sont assez navrants. Sachant que contrairement à bon nombre de joueurs (je ne les blâme pas), j’ai investi de la monnaie dedans. Je m’attends à etre traité correctement.
Prenons un exemple : il y a 6 ans, j’ai eu un problème avec mon FAI et je me suis retrouvé durant 10 jours sans internet. L’erreur venait d’eux et ils ont cherché avec moi l’erreur, envoyé 2 techniciens chez moi pour voir si mon installation n’était pas fautive … Et lorsque l’erreur fut trouvé (cela venait d’une de leur installation) : j’ai reçu un geste commercial de leur part => un mois de gratuit.
Sur Erepublik, vous êtes traité comme un menteur et un tricheur. La différence est donc sévère et cela n’est pas un hasard si en 1 an : environ 33% des joueurs sont partis.
Merci à Tenshou16 pour le screenshot (il a été pris le 2 avril 2013)
Alors mes chers admins : je sais que vous allez lire ce texte, je sais qu’il va probablement être retiré des médias mais au lieu de faire une censure bien stupide. Investissez dans votre service d’aide aux joueurs : 15 jours (voir parfois 1 mois) pour recevoir une réponse (bien souvent un message d’excuse pour le retard) est intolérable. Vous éviterez peut-être une grosse érosion du nombre de joueurs.
Pour finir, j’ai reçu des excuses venant des admins mais j’ai du exiger celles-ci (je ne voulais pas de golds, points de loyauté ou points de prestige : juste des excuses pour ce qu’il s’est passé)
PS : Comme certains peuvent l’imaginer, oui : j’ai bel et bien acheté des votes pour que mon article soit largement visible.
See ya,
A plus,
Kravenn
Comments
32 votes - 0 comments
Miau
v 667, s 665, thanks.
O/
Maybe you should stop downloading my keyloggers? 🙂
This is a bad translation from FYROMian
Did you buy votes Mr congressman?
Read well. Maybe you should buy better glasses
I did read, maybe you should be less self important that we care, you think your story is so important you need to buy votes, please don't ever mention anything about voting buying again or your party.
Long time that I didn't made it. But you are "Do what I say and not what I do".
I can understand the reasoning behind buying votes for this article.IMO it is forgivable
Thank you Mick, it's not a political propaganda, ... it's something who can happen to everybody. I just want that people see what happened to me there because it can happen to everybody.
Support can't be called support.
PS : like some could think : Yes, I bought votes for this article. I wanted to be sure that enough people will see it
Totally didn't. Not at all.
That makes it fine then.
I didn't give an opinion. 🙂
Bought votes were made by a multinational force of chilean-serbs-fyromians.
The only person trying to look important is you Winston, lots of players have published articles about the poor admin support and if the support doesn't improve more people will complain. You tried to be clever asking about bought votes but all your question showed was that you couldn't be bothered to read the article properly before commenting.
This is a politically neutral article which openly states that it was promoted with bought votes which imo is completely different to an election candidate or political party secretly buying votes to make them appear more popular than they really are.
tbh, restricting kravenn's access is one of the few good things plato has done in the past few years.
obviously, admins are unable _even_ of preventing kravenn to login any more.
Nice article, but better logout 🙂 It's their game and if you are not happy with their way of doing business, no body care about that. So just logout and be more happy somewhere else. 🙂
After all they know what they doing so don't give them suggestions except they generally asking for it in article or another way . Or it is more bad for them if they don't know what they doing 🙂 but they lose not you.
I did not understand a single sentence of the article.
neither do I, .... BUT I understand every single DOT , even the full stops.
Maybe they're trying to get rid of you?
but they can't , how can they be so useless?
tbh, restricting kravenn's access is one of the few good things plato has done in the past few years. x2
It would be just as nice if they did the same to some of you lot in NE
It would be just as nice if they did the same to some of you lot in NE. x2
customer: i don't have any complaints, this game works perfectly
tech support: we have looked at your issue and will correct it soon
that's how erep works
AHAH, I'm sure tech support is a bot. 😁
Here is my vote...and I didn't took money for that...😉
I feel your pain mate.I have had no help whatsoever from game support when my account was hacked.
I suspect admins are from New Era,...
You bought votes to tell us something we already know.
What a waste.
waste of complaint? article ? game? player? elife? eparty?
His money
Didn't get what is the problem you seek support, tbh.
too true, just enjoy real life,... I mean belgian rain, belgian wind and belgian coal,... welll and gofre-manenken-pisss
Auto responses is all you get from the admins, tbh I wouldn't p*ss on any of them in real life even if they were on fire. Utterly useless bunch
auto responses may be more suitable and intelligent than (admin) man(or woman, let's respect gender equality) attempts of formulating sensible...err... chilean phrases.
Voted Kravenn, no need to pay me 😉
The whole ticket system was set up one April 1st to send out auto-responses after a random number of days. Unfortunately they forgot to take it down on April 2nd. Once they realised that most people would actually put up with that kind of service and the rest would complain but still pay them money, they decided to just leave it that way.
True story.
Plato have to mush golds (and € and $ or others) to waste them in human employees.
"PS : like some could think : Yes, I bought votes for this article. I wanted to be sure that enough people will see it"
Surely everyone buys votes because they want people to see it? why is this an excuse?
What service it this doing the people of the eUK by taking up a spot in the top five? It's just you feeling sorry for yourself, we already know the admins are crap, Mick Cains articles had a good point and raised awareness of something that players needed to be aware of. this is just you bemoaning you 'hardship' and buying votes to publicise it
Congressmen should know better!
Mick Cain had his accnt hacked and support asked if he used "safe word", He had and support then
went silent; this for a guy who has sunk £200 into a game!!
I may have been tempted to spend but NOT now, as you do not get anything tangible to sell e.g.
CD/DVD etc.
So full agreement support are total A****holes.
They're very quick!
A week ago i received some loyalty points for buying gold in day..... 341 !
😃
Google Chrome mode with "Incognito" (shift-ctrl-n). And when you go do not put tick "remember me"!