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Thread: Customer Service

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  1. #1
    Lightbringer
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    Customer Service

    A Note to the Mods: Before you close this I would like to say something (this is me asking it not to be closed). This thread is an attempt to have an honest general discussion regarding the customer service here at Tynon/Ucool and not in any way meant to be flaming or rude. I just want to gain an honest perspective on how a sample of the player base feels, and if they feel the same way I do, I hope that Dawn and the rest of Ucool take it to heart.


    Lately in the forums I've noticed what I believe to be a distinct lack of professionalism by Dawn in several of his posts towards members of the forum and the community in general. This upsets me because I feel that as a representative of the company he should keep personal comments to himself when acting within a professional capacity and should perhaps possess a different tag when speaking personally. I like, Dawn and have interacted with him for several years between Evony and Tynon and I think he is great at his job. I would just like to see a little more professionalism on the forums.

    Second: The lack of communication between the developers and the player base is beginning to reach the point of no return. I believe that they are some of the most uncommunicative development teams I have ever worked with (including in Evony), and I'm becoming increasingly frustrated. I understand you work on what you like to call a "Sprint" system, but I'm assuming you have several sprints planned, and I feel that it wouldn't be to difficult to give us estimated ETA's on a few of them.


    I really enjoy this game and I want it to succeed, but I feel that your customer service skills need massive improvement if that is to happen. At most retailers, restaurants, and other businesses in general they have customer service rating surveys. If I were to rate Tynon I would put it at about 2 stars currently, not the worst i've seen, but a lot of room for improvement.

    I would like to hear other players thoughts on this. Do you think they're doing just fine? Do you think they're good but could improve on a few things. Do you agree with me? do you think i'm nuts and that they're even worse than my 2 stars. I want an honest open discussion on this, so please keep it civil. If this thread is closed, well Ucool then this is just my honest perspective.

  2. #2
    Most won't agree but for me I want more PVP, everyone should be able to attack everyone, more in pirates also, unlimited. HR and quest lvls are a ghost town, I want the game to return as it was when it started (I'm only talking about getting players more involved in HR and quests lvls) if there's another way to get this to happen, great lets do it.

    I love the new heroes Tynon added, plus here.

    Submitted tickets: I don't feel I get the right justice sometimes, but overall they're fair. I don't think I've submitted a ticket that wasn't responded too.

    I haven't kept track of Dawn, but it would be nice to not have threads closed that don't need to be.

    Lack of communication: Before the new features are implemented it would be nice to have a 24hr or weeks notice.

    Arena gems: we need more 1k gems to pop up, they don't last long or go far, to add even coins/credits/awards in arena should increase on older servers.

  3. #3
    Forum Moderator Andy's Avatar
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    Quote Originally Posted by cnn1_7545681 View Post
    Most won't agree but for me I want more PVP, everyone should be able to attack everyone, more in pirates also, unlimited. HR and quest lvls are a ghost town, I want the game to return as it was when it started (I'm only talking about getting players more involved in HR and quests lvls) if there's another way to get this to happen, great lets do it.

    I love the new heroes Tynon added, plus here.

    Submitted tickets: I don't feel I get the right justice sometimes, but overall they're fair. I don't think I've submitted a ticket that wasn't responded too.

    I haven't kept track of Dawn, but it would be nice to not have threads closed that don't need to be.

    Lack of communication: Before the new features are implemented it would be nice to have a 24hr or weeks notice.

    Arena gems: we need more 1k gems to pop up, they don't last long or go far, to add even coins/credits/awards in arena should increase on older servers.
    Part of this post are off topic. Please edit the post. I am leaving unmodified for now to give you an opportunity to copy and paste it into an appropriate tread. As for lack of communications Dawnseeker is seeking authorization from uCool managemt to set up a communication tread as described in http://bbs.tynon.com/showthread.php?...-closed-thread
    Last edited by Andy; 02-11-2014 at 05:32 PM.

  4. #4
    Quote Originally Posted by Andy View Post
    Part of this post are off topic. Please edit the post. I am leaving unmodified for now to give you an opportunity to copy and paste it into an appropriate tread. As for lack of communications Dawnseeker is seeking authorization from uCool managemt to set up a communication tread as described in http://bbs.tynon.com/showthread.php?...-closed-thread
    No I answered Death on my own, didn't leave the topic, hes asked other opinions, move it on your own if you wish, ty.

  5. #5
    Ironheart Dnx's Avatar
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    Quote Originally Posted by DrthCaedus View Post
    A Note to the Mods: Before you close this I would like to say something (this is me asking it not to be closed). This thread is an attempt to have an honest general discussion regarding the customer service here at Tynon/Ucool and not in any way meant to be flaming or rude. I just want to gain an honest perspective on how a sample of the player base feels, and if they feel the same way I do, I hope that Dawn and the rest of Ucool take it to heart.


    Lately in the forums I've noticed what I believe to be a distinct lack of professionalism by Dawn in several of his posts towards members of the forum and the community in general. This upsets me because I feel that as a representative of the company he should keep personal comments to himself when acting within a professional capacity and should perhaps possess a different tag when speaking personally. I like, Dawn and have interacted with him for several years between Evony and Tynon and I think he is great at his job. I would just like to see a little more professionalism on the forums.

    Second: The lack of communication between the developers and the player base is beginning to reach the point of no return. I believe that they are some of the most uncommunicative development teams I have ever worked with (including in Evony), and I'm becoming increasingly frustrated. I understand you work on what you like to call a "Sprint" system, but I'm assuming you have several sprints planned, and I feel that it wouldn't be to difficult to give us estimated ETA's on a few of them.


    I really enjoy this game and I want it to succeed, but I feel that your customer service skills need massive improvement if that is to happen. At most retailers, restaurants, and other businesses in general they have customer service rating surveys. If I were to rate Tynon I would put it at about 2 stars currently, not the worst i've seen, but a lot of room for improvement.

    I would like to hear other players thoughts on this. Do you think they're doing just fine? Do you think they're good but could improve on a few things. Do you agree with me? do you think i'm nuts and that they're even worse than my 2 stars. I want an honest open discussion on this, so please keep it civil. If this thread is closed, well Ucool then this is just my honest perspective.
    +1 i agree
    Never Give up on your dreams , Keep sleeping!

  6. #6
    Lightbringer
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    I believe if this was a different type of business it would have no returning base customer.
    The lack of professionalism is personal opinion, depending on what you are expecting as a customer. If a member of my staff ever spoke to a customer in this way. I would have to say that they would no longer have their job.
    But as this is online gaming and has very little rules they are able to get away with more than anyone when it comes to customers.
    The only way this would ever change is if the customer took it upon their selves to seek a better service. I.e stop coining or playing. As with every game it's the addiction factor that keeps people returning and playing.

    Just my 2 cents.

  7. #7
    Quote Originally Posted by SPAWN_901238 View Post
    I have to say this I have known Dawnseeker for 6 years all the way back to na13 on evony and yes he was gone for a while. Actually I don't think it's the real Dawn. I have been watching and he has never talked to anyone like he has since his time off. I would even bet money on it!
    Take off the tinfoil hat. I'm the same guy.
    Nathan Seltzer
    uCool Community Manager

  8. #8
    Forum Moderator Morgan le Fay's Avatar
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    Quote Originally Posted by Dawnseeker View Post
    Take off the tinfoil hat. I'm the same guy.
    I need a new tinfoil hat....

    Forum Moderators are volunteers and are unable to fix in game problems

  9. #9
    Sirius kaisim_2492829's Avatar
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    on a scale of a 1-5 stars in satisfaction i would give

    to customer service auto-cat bot stanley: 1 star
    because of the slow responses. repeat inquiries to get it finally escalated and a time frame so slow it makes the 1 star look as a compliment.

    to the forum moderators: 2 star
    some seem to be doing ok while others seem to get too involved and opinionated. (note: if your job doesnt involve giving an official "tynon" opinion then dont take sides and make it look like you do)

    to the forum itself: 1 star
    all it is at this point is a message board where some players leave their (sometimes valuable) opinion. i go to general all the times and to tavern once in a while, all the other places on the forum i gave up "checking out" a long time ago. to improve this i would like to see the patchnotes given in game updated and posted on the forum in the appropriate section AND updated if something changes.

    to the forum, customer service, developers and everything else but the game itself: 1 star
    for all the above reasons i would like to give 0.5 stars based on customer satisfaction but limited myself to a 1-5 rating

    to the game by itself: 4 star
    i played a lot of lineage2 and i love this simplified version of pvp, pve and purest entertainment and browser-based simplicity without having to be online all the times.

    i hope this will be heard from the effected people and that i have not wasted my time bringing this up to be closed or even deleted by some (opinionated/defensive?) moderator

    keep up the great work, but there is also a lot of space to improve
    greetings
    Last edited by kaisim_2492829; 02-11-2014 at 05:56 PM.
    Quote Originally Posted by Dawnseeker View Post
    [...]This is likely a case of collective obsessional behavior (i.e. group delusion). This can spread rapidly through any group based on fear and rumors without any objective facts. We've seen it happen numerous times in Tynon already.
    Quote Originally Posted by Herby View Post
    The forums sure has fallen from grace, turning into a vent-fest, instead of people sharing ideas and techniques.
    Quote Originally Posted by riot View Post
    I choose to lose the way I do so I can get max tickets when I give up the CWF.

  10. #10
    Forum Moderator Morgan le Fay's Avatar
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    Quote Originally Posted by kaisim_2492829 View Post
    to the forum moderators: 2 star
    some seem to be doing ok while others seem to get too involved and opinionated. (note: if your job doesnt involve giving an official "tynon" opinion then dont take sides and make it look like you do)

    to the forum itself: 1 star
    all it is at this point is a message board where some players leave their (sometimes valuable) opinion. i go to general all the times and to tavern once in a while, all the other places on the forum i gave up "checking out" a long time ago. to improve this i would like to see the patchnotes given in game updated and posted on the forum in the appropriate section AND updated if something changes.
    This thread is about Customer Support, not how good the moderators or the forum is. It was never designed to be where Customer Support issues are dealt with.

    As for moderators having opinions we're entitled to them as much as anyone else. Whether you or anyone else agrees with it is down to you. I might not always agree with other members have got to say but I always respect their opinion regardless of the unpleasant comments I may get for disagreeing with them. With your comment 'being too involved and opinionated' aimed at us I have to say I find it slightly patronizing, I'm damned if I do participate and damned if I don't. If you'd ever been a mod you would understand.

    This job doesn't come with a rulebook and we learn as we go along, we're not perfect.
    Last edited by Morgan le Fay; 02-11-2014 at 06:38 PM.

    Forum Moderators are volunteers and are unable to fix in game problems

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