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Pirates of the Burning Sea: Customer Service Devlog
Szark
News ManagerMember Posts: 4,420
The latest devlog on the Pirates of the Burning Sea official site takes a look at the ins and out of customer service.
I spend most of my day dealing with support incidents along those lines. Everyone has a good reason why their particular claim is worthy. On the one hand, we should reimburse anything anyone wants. It’s a matter of customer goodwill. If you’re frustrated and angry and feel cheated, then we have a very undesirable situation on our hands. Our goal is NEVER to make you feel cheated. Certainly you should expect some loss – it’s a game: you win some, you lose some. But loss and cheated are different and cheated isn’t an experience you should have in the game.
On the other hand, there are a number of reasons we can’t reimburse everyone everything regardless of the circumstances. For example, if you’re in a battle with another player and they pull their network cable, they shouldn’t immediately disappear and avoid being sunk. So they don’t – their ship remains in the zone until they’re out of combat or for 2 minutes. If they then claim they had a network disconnect and the ship that you sunk as it remained in the zone should be reimbursed, that’s an exploit. You now have a ship (if you’re a pirate) or at least the rewards for winning the fight AND he has the ship also. Suddenly, you can farm CSRs for first rates. That would be an untenable situation for the game for many reasons including economic and gameplay balance issues. Plus we just wouldn’t be able to staff the necessary CSRs to manage all those reimbursements.
Read more here.
Comments
since quitting that game a few months ago i cant login to post on the forum so i will do so here.
This guy presents a narrow view and far reaching account on what hardcore folks might do if they know about such cheating, as in the given example. which in the devs eyes is fine, of course everything in the devs eyes is always fine.
the big thing that killed POTBS was customer service for the little things that added up, broken quests, port battles in which spawns for defenders were so screwed they basically hand the port over, economy non existant, and gank play in a suckassable pvp environment.
these things, nothing more have driven this game into near extinction, the devs DID NOT LISTEN and are now paying the price, nothing more nothing less, and as for devs/csr's trying to paint the situation as tons of folks cheating and ruining our game causing our csr's overtime, thats rubbish, plain and simple.
i am quite pleased at POTBS current failure, with one csr report/reply still in my mind, enjoy:
"we have reviewed the port battle and we do conclude the defenders were put at a disadvantage due to unkown circumstances in placement before the battle, however as so many people were involved we can do nothing to reset or reimburse the incident" (keep in mind this was my experiance, i am sure others had a similar one)
i quit right after this reply as did 6 of my pals. i tell ya, devs wont listen, and they pay in the end. enjoy davy jones locker POTBS.
can you smell that?!!...............there is nothing quite like it.....................the smell of troll in the morning............i love that smell.