Tree of Savior Forum

How many days this week did your dailies reset? today marks day 4. support tickets bring no compensation and say just to "wait"

General Discussion
#110

Support staff =/= Forum staff.

When the marketing department (PR/Community) is willing to step in and help you because you didn’t get the support you want, you should give them the opportunity to.

Mainly because “checking logs” is often not as simple as you make it sound. A person requires database access to do it which is usually restricted to a couple of team members because making an error when looking through the database is dangerous. When a large quantity of users have an issue this leads to issues because having only a couple people able to do it for hundreds of issues is bad. This is especially a problem when the people that have the capability to do it are usually sysadmins with much more important jobs to be doing.

You can of course write systems to allow lookups without directly querying the database. But that’s another person’s man-hours to write, and depending on the database architecture lookups themselves can be incredibly hardware-intensive, which can cause further problems.

The world on the other side of the fence is not as simple as many like to make it seem.

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#111

See:

They’re able to check logs and respond within an hour (a few minutes at best).

Sorry, this isn’t me trying to go against you but I know where my words are coming from. I kinda hate that they make excuses when they actually can do it.

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#112

Different issues can be easier/quicker to check based on the available tools that are written.

I’m not trying to attack you. Just sharing how it is on that side of the fence from experience. (not imc experience, but for other titles)

#113

You are not wrong.

But since they actually can do this:

Isn’t checking whether the character has entered the dg more simpler since we’re already providing them with a screenshot of the /indun window (showing the runs have been consumed already the previous day and haven’t resetted today) anyways?

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#114

I assume the issue is more likely that they don’t want to individually give out compensations 1 by 1, they want to write something that accurately looks up all players with the problem and give them the correct compensation.

That of course requires knowing the exact cause of the problem though. Why only some players experience it, and what the exact circumstances are that can be looked up to see it.

Even then, it might be difficult to tell whether or not someone got a reset or not in the database.

For example, the database might only show how many runs a player has, and what number of runs they have used is. From that information it isn’t possible to write something that accurately knows whether a player receive a reset or not on a particular day. If a reset does not occur, then the database would still say that a player used 2 runs that day and has a maximum of 2 runs. It would then require going into other things (not the master game database) to verify other factors, like looking up instances that were generated and whether a character name played in that instance.

The problem with that is that there might not be any tools written that can combine both a master database lookup with looking up information from servers/instances.

Things get complicated and messy with issues that haven’t happened in the past. The biggest issue is that anything that requires new tools to be written that the support team don’t have access to(and shouldn’t) means pulling a highly skilled developer away from something else to write those tools. If something else is more important, you get long waits between those tools being written.

I can definitely see a coder behind the scenes saying “Their compensation is less improtant than this new server crashing bug I’m working on. The support team will have to wait a while before I’m able to write that tool.”

Honestly, the support team are better than a lot of other companies. Nexon wouldn’t compensate this issue at all and My.com would just close the tickets and delete the forum threads. They’re working on it and they’re trying, that’s better than some of the others. Of course there’s Blizzard/Valve/others but they’re not really fair to compare to because they’re super-companies with enormous resources.

Big ole wall of text that I’ll have to apologise for. It’s just not a topic that’s brief due to complexity. That and I’m definitely a nerd for backend support things.

2 Likes
#115

Here we go with people trying to justify a long standing problem with the company in any means possible. Nobody knows the purpose of Staff exactly or who runs and how behind the scenes. Only that there is a problem and you people do not help in any way with what you do telling people the “proper” way to handle situations which does not work.

That is all you do then say all people are doing is being negative and compaining. Way to make yourself a third cog in the wheel which is above everything and so important.

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#116

I don’t see how whining about past experiences contributes to solving or improving NOW.

Build a bridge and get over it. Focus on the present instead of whining about the past. If your answer is “don’t bother trying because nothing will happen” then don’t be surprised when… Nothing happens.

2 Likes
#117

If that was the case, they could’ve just put out that explanation instead and everyone would’ve understood even if they don’t get compensation (at least I would have). If there was room for exploit, I’d rather not get compensation that the game economy more f*cked up by exploiters.

What’s weird is that they actually are able to compensate (whether they checked the logs or not) right after we reply to them here on the forums when our submitted tickets have been responded with an apology already a day or two ago. Still not a fair compensation though.

#118

Except the past is also the present? Write your ticket telling them what you just told us if you think it is so effective. You can’t build a bridge when one side does not let you.

Better yet make a nice long suggestion thread post. See how far that gets you up stream.

1 Like
#119

Very amusing posts
It’s like a professor trying to explain calculus to toddlers :joy: Good thread

#120

Didn’t reset today for me, it seems if you do your dailies one to two hours before the reset time that happens.

#122

Yes, please keep going

The only thing more amusing than the constant fuckups of IMCompetent is the constant whining and bitching about trivial problems that seem to plague what I assume are adult males playing cutesy videogames :laughing:

3 Likes
#123

You first I am actually a voyeur who enjoys seeing people getting their jollies off on posting about problems. Let me guess you are single and want to mingle looking to socialize on forums with the type of people you mentioned?

I would assume that is what the other people are doing too because it is not rocket science to understand the logic of this situation.

#124

Don’t worry about that, that’s only the email notification feature for the forums. All other functionality will work normally, and the support section is separate than the forums so you should still receive emails from there.

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#126

Thank you everyone for bringing your concerns to us.

We request that Support Tickets be sent so that we can learn more about each players’ individual situation since the dungeon reset issue is not affecting everyone. Some players have only 1 character that doesn’t reset while others might have all. We did and are doing our best to compensate everyone fairly.

After reading these posts, I understand that compensation for certain characters was missed. Therefore, I would like to do my best to rectify the situation.

As I mentioned in an earlier post, please continue to send in your tickets and also post in this thread your

  1. Server
  2. Team Name, and
  3. Characters that didn’t reset

so that proper compensation can be delivered.

#127

@STAFF_Letitia hey let me run 2 clients of TOS so I can transfer all my things to a new account, I want to benefit from the over powered bundles.

1 Like
#129

just love how everyone here thinks something is getting done, surprised a few of the original players are falling for it too

heres a fun fact guys, nothing will get done and even if they throw random vouchers at you it doesnt escape the fact weve missed out on the event quest for 2+ weeks + all players who never even had the bug were also given alot of vouchers hence they will technically always be ahead of us

FRIENDLY REMINDER

OVER HALF A YEAR AGO, STAFF_JOHN SAID “PLEASE SUBMIT TICKET AND REPLY IN THIS THREAD FOR HELP WITH THIS BUG” AND NOTHING WAS DONE. 4 TICKETS IGNORED ALSO.

CALL ME A LIAR I DARE YOU, LOOK AT THE DIARY PAGES MISSING MEGATHREAD. GM’S SAID THE SAME EXACT THING AND INSTEAD OF FIXING THE PROBLEM, THEN JUST REMOVED THE HIDDEN QUEST FROM THE GAME ENTIRELY

2 Likes
#130

Well, just another hour or so and breaktenance will be done, right?
Maybe the devs will fix the broken math behind the infinite no reset bug?

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#131

OMG THEY ACTUALLY DID IT

THEY FIXED THE ISSUE

just kidding, the event dungeon is gone, and all of us had many days in which we couldnt enter due to a bug, and they removed the event

PROBLEM SOLVED!

2 Likes
#132

welp 2 of my superior vouchers expired, rip