So... we've been playing with CC as a publisher for a while now, and I think they have done some good things for the game and the server's health (for instance, that massive gold sink event with mounts, or the rushing updates we've got). They also keep bringing on events regularly (the quality of which is not something I will discuss in this thread) and have managed (In a very relative way) to temporarily slow down the rate at which the server is dying. This is good, because it somehow shows us that we can play more of this game which we like (or at least its combat system). However, there is something ShandaEU had and CC seems to absolutely lack, and this is communication with their customers.
First, I believe this is not a secret to anyone, but the presence of Game Masters in the game is absolutely unnoticeable. I see (maybe more often that I'd want) people requesting a GM's help or advice and getting zero replies or (in the best case scenario) help from regular players. I don't really think a GM's function is really necessary, but since we have (don't we?) some of them, what if they showed up in world chat from time to time? At least, that way, people would know they exist and that they are online, and would be able to ask all the questions they have. Even better: Create a timetable showing the hours at which GMs will be online ingame, so that even if the GMs are online for less time, people will be able to get their doubts answered and their problems dealt with.
Secondly, the ticketing system is either faulty or people dealing with tickets are just too lazy to deal with them. I've had unanswered tickets for more than a week, and even a month now (which is plain unacceptable, if you ask me), and have had tickets answered with automatic replies even after specifically stating my problem and telling in detail and in a civilized manner what I had read and getting the same reply over and over. This is something that I do not know how to fix but, well... feeling ignored by customer service and support staff does make players like me feel redundant. You may not care about your players, but at least try to pretend you do. A more personalized reply (usually caring about something more than the ticket's title) would do good at conveying more care than the usual adressed-to-nobody reply I will never get used to.
Finally, the function of moderators in the forums is uncertain. When I first posted in the new forums, I was glad to see I got an almost immediate reply by Mantou (one of the moderators) welcoming us and explaining to everyone how to identify a moderator in the forum by the "flag" under their name. But well... the only staff members I have ever seen are Mantou, Lemonteaz and CCHelper. Leaving CCHelper's function appart (he seems to be there only to tell he has forwarded a problem to competent personnel), the other two have almost zero presence on the forums. Why is this? Well, Lemonteaz does post every website event that's been announced (and sometimes update the FAQ of the event). But that's it. I never see a moderator participating in any discussion, be it feedback, general, or event-related.
I know staff members might have found a raging community at the beginning (we came from a server wipe after all), but I think things have settled down a bit now. I've seen lots of threads that were trying to catch a moderator's attention. Many people have doubts and concerns that a moderator could soothe or deal with in less than four lines of text. And many of the people that make an effort to write a thread would like to know their feedback doesn't go to waste. That's why I dare to ask you to show yourselves. Some people believe that staff members read the forum because some event combinations (and the FAQs) have been suggested before. However, there's no proof of this. And I am sure nobody would be angry at a moderator doing their job. You see, Shanda's forums were both active and interactive. Distinguised forum moderators were in close contact with the administration and were able to deliver fast and reliable answers, or just provide their opinion and advice if they didn't know what to reply. Sometimes, people just need a simple reply, I mean: Who wants to be unnoticed on a forum? Showing them you read their feedback or that you are there generates more customer trust than any flashy media advertisement or event you could come up with.
Anyway, this is my honest and almost salt-free feedback on CC's comunication with their clients on Dragon Nest EU. As stated in the disclaimer, if you have any constructive feedback to deliver to moderators and support staff, or a point you want to discuss about my thread, feel free to do so in the posts underneath this one both if you agree or disagree with me. I do feel identified with what I typed, so I don't know what are your feelings about this issue (you might be unaware or unaffected by this), feel free to share those as well here. And if you are a moderator reading this, make me know you exist. I know you do because you sometimes leave a like on certain posts e-e...
Edited by Jasel, 07 May 2016 - 09:00 PM.