Zyz wrote:I think more might be willing to do this if it wasn't common for threads to keep popping up with players asking why support/appeals/customer service still hasn't responded to them in weeks and months. Or they get asked several times to answer how many times they've purchased plat and questions like that as if any of us keeping track of specific dates. When otm can provide stellar customer service without resorting to 'we're a small company so be patient' for years, then the game will deserve 5*. And when OTM makes changes based on player feedback (camping for years days and days that no one wants), then the game will deserve 5*. I've never seen a company that disregards what a majority of the player base requests. Oh and when OTM stops penalizing players for leveling a support class (druids), then you'll deserve 5*. I have never seen a game that because a player picks a avatar that is support minded, the leveling time is extreme compared to other classes. OTM wants to pump out new raid bosses and graphical changes but won't address issues that directly impact game play.
In terms of support, that is totally fair. We are taking steps to improve that. The tickets are generally getting responses (still working on this for emails) within 48 hours. We're a little behind this week, but it is a steady improvement from the 7-14 days that was the norm. I don't think being a small company is an excuse for customer support; I will do everything in my power to help improve that for you. In an effort to do this, we have hired another CS team member. You will all meet this team member soon. BUT their focus will not be on these forums at all. They will be on the tickets, emails and offer Thai support.
In terms of asking for dates, we ask for dates to confirm account ownership. We only ask for specific dates when it comes to purchases as this is tracked in your app stores transaction history. You don't have to remember these dates, you simply have to look them up. I would hope if you spent say $2k on the game, you would want us to make sure it's you asking for account login information? Not to mention the reports of accounts buying/sharing/etc, we need to be extra diligent on making sure we have the correct account owners.
For support, that is why we're asking for aprox. dates you have put in a ticket that hasn't been answered. We do think this is a weak link that needs to be addressed and improved on (greatly and swiftly). Changes don't happen over night, but there a ton of changes in the works. We will be cracking down to make sure players support issues are handled.
Now, for gameplay, that is a whole different process. The team is working on changes for Gardens based on the closed beta feedback. There are some other items we can't discuss yet in the works that may address some concerns.