Forum: empire-en
Board: [818] General Discussion
Topic: [300029] All the Problems and a List of Demands for GGS
[-300029]
ang1243 (GB1) [GB1]
:: Feb. 16, 2016, 11:32 a.m.
Right, let's get this condensed down to one thread shall we?
Firstly, let's start with the problems we as players have with GGS, either highlighted over the past few days, or have been caused by GGS over the last few days:
1) Nomads not giving rewards meant that the bulk of players did not feel motivated enough to hit the nomads as prizes weren't being given, the fact that the nomads lasted for only 24 hours was terrible as well, as it meant those that were looting couldn't get enough tablets to buy the stuff they needed for the following FI event. The main problem however is the lack of skips given to the players, which meant that they were not able to hit nomads as hard, and now can barely hit samurais too, meaning the snowball of problems grows ever larger.
2)The Construction Yard:
a)It has been released way too early, and has taken over prizes for way too many events, making them all less playable: The nomads top 25, the FI 3rd stage reward, the wheel of fortune first place. These Prizes are terrible, especially in comparison to what the prizes were beforehand.
b)It does not have a PO value, and therefore makes it useless to have at the moment, and is just a waste of space
c)You cannot demolish it! This is arguably the most frustrating part of the whole debarkle with the construction yard.
d) the fact that the prizes are wildly overpriced in all that we have seen so far, the armourer military hospital boosters are quite simply terrible for the price that they cost.
3)I think that the main problem that has been highlighted throughout this however is the lack of testing and researching that GGS do when they release an update, as far as we can tell, each time you release an update, it is not tested whatsoever, and you just hit a button and hope it works, frankly this is a terrible ethos to have, you should be meticulously testing these updates beforehand, eradicating any bugs, the game is just riddled with glitches and bugs now, and it is making it very hard for us as players.
4) Although you think there may be enough communication with players, frankly, at every point of contact, there is a huge lack of communication, and an immense amount of room to improve, I am talking about;
Now for a list of solutions:
1) Give every player on the affected server the activity rewards they earned the last time the nomads were glitch free, I don't think anybody could argue that this is an unfair way of doing it, and you definitely have the statistics to do it, as you have shown rankings weeks after the event finishes before. - I would also suggest that you replace the FI after Samurais with a nomad event (glitch-free)
2)Construction yard:
-Make it demolishable
-Make the Prizes purchasable in the nomad and samurai shops instead of as prizes for X amount of points or top X
-Increase the effect the prizes have
-Give the Building a PO of 65 (half a castle garden)
-Get rid of this thingy (Very annoying): http://prntscr.com/a3y7ws want to be able to just click on construction and it take me to the buildings
3)Create a group of reasonable players, from a cross-section of ruby spend, preferably some of the most active players, both on the forum and the game. This will allow you to have a focus group effectively, I'm sure that players will be willing to give up some of their time each week to communicate with you, calmly and effectively, allowing you to find out how the update idea would affect the players who pay for your game!
4) Test your updates rigorously, once again, I'm sure some players would be happy to be on a duplicate server and find out what problems the update would cause, however really this is something you should be able to do in-house. Testing cannot be done too many times, you should be doing it anyway, and it shouldn't come down to your players to point out you're not.
5)Fix the problems stated above, you need people who are available over the weekend to communicate with the players, this is the time the most players are online, so there should be at least somebody at your end to communicate. Customer service needs to be a lot more efficient, you need more people in customer service, and they need to know to resolve problems quickly and effectively, making both the player and GGS happy.
6)Extend the nomads and samurais to the same length as the FIs, whatever you choose that to be, the events should be equal length, personally I think it should be 4 day long for all 3, and they should be in the same order all the time: Nomads, FI, Samurai, Nomads, FI, Samurai......
End of Essay, any suggestions for more things, post below or drop me a PM.
Firstly, let's start with the problems we as players have with GGS, either highlighted over the past few days, or have been caused by GGS over the last few days:
1) Nomads not giving rewards meant that the bulk of players did not feel motivated enough to hit the nomads as prizes weren't being given, the fact that the nomads lasted for only 24 hours was terrible as well, as it meant those that were looting couldn't get enough tablets to buy the stuff they needed for the following FI event. The main problem however is the lack of skips given to the players, which meant that they were not able to hit nomads as hard, and now can barely hit samurais too, meaning the snowball of problems grows ever larger.
2)The Construction Yard:
a)It has been released way too early, and has taken over prizes for way too many events, making them all less playable: The nomads top 25, the FI 3rd stage reward, the wheel of fortune first place. These Prizes are terrible, especially in comparison to what the prizes were beforehand.
b)It does not have a PO value, and therefore makes it useless to have at the moment, and is just a waste of space
c)You cannot demolish it! This is arguably the most frustrating part of the whole debarkle with the construction yard.
d) the fact that the prizes are wildly overpriced in all that we have seen so far, the armourer military hospital boosters are quite simply terrible for the price that they cost.
3)I think that the main problem that has been highlighted throughout this however is the lack of testing and researching that GGS do when they release an update, as far as we can tell, each time you release an update, it is not tested whatsoever, and you just hit a button and hope it works, frankly this is a terrible ethos to have, you should be meticulously testing these updates beforehand, eradicating any bugs, the game is just riddled with glitches and bugs now, and it is making it very hard for us as players.
4) Although you think there may be enough communication with players, frankly, at every point of contact, there is a huge lack of communication, and an immense amount of room to improve, I am talking about;
- Customer Service-Big one there, that a lot of people complain about
- Community Managers- Steve, tbh, you do a very good job, but it always seems like you could be communicating our views to people above you much more efficiently.
- Update warning- really this should be in the game, it would mean that everybody knows it will happen between Xx:Xx CET and Xx:Xx GMT, this would also save you guys a lot as it would mean people can't claim they didn't see that there was going to be an update, and so lost loads of troops.
Now for a list of solutions:
1) Give every player on the affected server the activity rewards they earned the last time the nomads were glitch free, I don't think anybody could argue that this is an unfair way of doing it, and you definitely have the statistics to do it, as you have shown rankings weeks after the event finishes before. - I would also suggest that you replace the FI after Samurais with a nomad event (glitch-free)
2)Construction yard:
-Make it demolishable
-Make the Prizes purchasable in the nomad and samurai shops instead of as prizes for X amount of points or top X
-Increase the effect the prizes have
-Give the Building a PO of 65 (half a castle garden)
-Get rid of this thingy (Very annoying): http://prntscr.com/a3y7ws want to be able to just click on construction and it take me to the buildings
3)Create a group of reasonable players, from a cross-section of ruby spend, preferably some of the most active players, both on the forum and the game. This will allow you to have a focus group effectively, I'm sure that players will be willing to give up some of their time each week to communicate with you, calmly and effectively, allowing you to find out how the update idea would affect the players who pay for your game!
4) Test your updates rigorously, once again, I'm sure some players would be happy to be on a duplicate server and find out what problems the update would cause, however really this is something you should be able to do in-house. Testing cannot be done too many times, you should be doing it anyway, and it shouldn't come down to your players to point out you're not.
5)Fix the problems stated above, you need people who are available over the weekend to communicate with the players, this is the time the most players are online, so there should be at least somebody at your end to communicate. Customer service needs to be a lot more efficient, you need more people in customer service, and they need to know to resolve problems quickly and effectively, making both the player and GGS happy.
6)Extend the nomads and samurais to the same length as the FIs, whatever you choose that to be, the events should be equal length, personally I think it should be 4 day long for all 3, and they should be in the same order all the time: Nomads, FI, Samurai, Nomads, FI, Samurai......
End of Essay, any suggestions for more things, post below or drop me a PM.
[4296397]
hornby19 (GB1) [GB1]
:: Feb. 16, 2016, 11:35 a.m.
All i can do is sit here and clap ang 
[4296410]
Some guy5 (GB1) [None]
:: Feb. 16, 2016, 11:43 a.m.
You missed out extending the duration of nomands/sams to lets say a minimum of 3/4 days long but all these demands seem pretty perfect with what we want.
[4296418]
ang1243 (GB1) [GB1]
:: Feb. 16, 2016, 11:48 a.m.
Ok, didn't put it in the solutions part but did put it in the problems part, doh!Some guy5 (GB1) said:You missed out extending the duration of nomands/sams to lets say a minimum of 3/4 days long but all these demands seem pretty perfect with what we want.
[4296421]
CM Arcanine [None]
:: Feb. 16, 2016, 11:52 a.m.
Hey Ang,
Cheers for condensing the feedback! It's much appreciated, and I'll take my time to go through it all and try to get responses to you on each of your points.
Regards,
Steve.
Cheers for condensing the feedback! It's much appreciated, and I'll take my time to go through it all and try to get responses to you on each of your points.
Regards,
Steve.
[4296422]
ShadowOfEvil (GB1) [None]
:: Feb. 16, 2016, 11:52 a.m.
Agree with everything said 
[4296425]
ang1243 (GB1) [GB1]
:: Feb. 16, 2016, 11:55 a.m.
That's fine Steve, just want it all sorted asap and felt it might be a good way of getting the feedback across effectivelyCM Arcanine said:Hey Ang,
Cheers for condensing the feedback! It's much appreciate, and I'll take my time to go through it all and try to get responses to you on each of your points.
Regards,
Steve.
[4296427]
Stevemass (GB1) [GB1]
:: Feb. 16, 2016, 11:58 a.m.
Very Nicely put Angus
steve
steve
[4296443]
overlord90098 (GB1) [GB1]
:: Feb. 16, 2016, 12:14 p.m.
how about non buyers as well because aren't we customers? we play the game just don't pay for the premium items which is why they premium items it seems ang that as you a ruby buyer your trying to make sure your look after not the entire player-base.
[4296446]
ang1243 (GB1) [GB1]
:: Feb. 16, 2016, 12:15 p.m.
Which part are you commenting on?overlord90098 (GB1) said:how about non buyers as well because aren't we customers? we play the game just don't pay for the premium items which is why they premium items it seems ang that as you a ruby buyer your trying to make sure your look after not the entire player-base.
[4296472]
Chris2307 (GB1) [None]
:: Feb. 16, 2016, 12:33 p.m.
He's saying that the build items cost far too many rubies and suggests making them available to purchase in the event shops which I am sure any non-ruby player can get on board with?overlord90098 (GB1) said:how about non buyers as well because aren't we customers? we play the game just don't pay for the premium items which is why they premium items it seems ang that as you a ruby buyer your trying to make sure your look after not the entire player-base.
Although point 3 - Should be a cross section of ruby players and non-ruby players. Some of the non-ruby players are ex-ruby players after all ;-)
[4296480]
overlord90098 (GB1) [GB1]
:: Feb. 16, 2016, 12:37 p.m.
number 3 under solutions it doesn't matter if your the fairest buyer your going to end up making non buyers weaker no matter what if you were to have all forms of players then all forms of players could enjoy it
[4296505]
ang1243 (GB1) [GB1]
:: Feb. 16, 2016, 1:02 p.m.
overlord90098 (GB1) said:number 3 under solutions it doesn't matter if your the fairest buyer your going to end up making non buyers weaker no matter what if you were to have all forms of players then all forms of players could enjoy it
i said a cross section of ruby spend....
[4296513]
UltraFlavoured (GB1) [GB1]
:: Feb. 16, 2016, 1:13 p.m.
That has to be the best constructive feed back I have seen.(Not that I am always around to look)
99% of players would agree with this entirely thus if none of these points are taken on board makes the whole constructive feedback a load of nonsense too.
The only thing I slightly disagree with but was given logical reason too is giving affected servers the rewards they achieved last time.
Maybe last event players wasn't around to take part - Personally its GGE's fault. Every single player should get maximum rewards - Surely no one could begrudge one event where everyone achieves the same rewards as fair compensation.
~Ultra
99% of players would agree with this entirely thus if none of these points are taken on board makes the whole constructive feedback a load of nonsense too.
The only thing I slightly disagree with but was given logical reason too is giving affected servers the rewards they achieved last time.
Maybe last event players wasn't around to take part - Personally its GGE's fault. Every single player should get maximum rewards - Surely no one could begrudge one event where everyone achieves the same rewards as fair compensation.
~Ultra
[4296524]
Shiixxan (INT1) [None]
:: Feb. 16, 2016, 1:19 p.m.
ang1243 (GB1) said:Right, let's get this condensed down to one thread shall we?
Firstly, let's start with the problems we as players have with GGS, either highlighted over the past few days, or have been caused by GGS over the last few days:
1) Nomads not giving rewards meant that the bulk of players did not feel motivated enough to hit the nomads as prizes weren't being given, the fact that the nomads lasted for only 24 hours was terrible as well, as it meant those that were looting couldn't get enough tablets to buy the stuff they needed for the following FI event. The main problem however is the lack of skips given to the players, which meant that they were not able to hit nomads as hard, and now can barely hit samurais too, meaning the snowball of problems grows ever larger.
2)The Construction Yard:
a)It has been released way too early, and has taken over prizes for way too many events, making them all less playable: The nomads top 25, the FI 3rd stage reward, the wheel of fortune first place. These Prizes are terrible, especially in comparison to what the prizes were beforehand.
b)It does not have a PO value, and therefore makes it useless to have at the moment, and is just a waste of space
c)You cannot demolish it! This is arguably the most frustrating part of the whole debarkle with the construction yard.
d) the fact that the prizes are wildly overpriced in all that we have seen so far, the armourer military hospital boosters are quite simply terrible for the price that they cost.
3)I think that the main problem that has been highlighted throughout this however is the lack of testing and researching that GGS do when they release an update, as far as we can tell, each time you release an update, it is not tested whatsoever, and you just hit a button and hope it works, frankly this is a terrible ethos to have, you should be meticulously testing these updates beforehand, eradicating any bugs, the game is just riddled with glitches and bugs now, and it is making it very hard for us as players.
4) Although you think there may be enough communication with players, frankly, at every point of contact, there is a huge lack of communication, and an immense amount of room to improve, I am talking about;5)The Continued shortening of Nomads and Samurais, this is unacceptable, and needs to be sorted out, the FI needs to be shortened, and the nomads and samurais extended, simples.
- Customer Service-Big one there, that a lot of people complain about
- Community Managers- Steve, tbh, you do a very good job, but it always seems like you could be communicating our views to people above you much more efficiently.
- Update warning- really this should be in the game, it would mean that everybody knows it will happen between Xx:Xx CET and Xx:Xx GMT, this would also save you guys a lot as it would mean people can't claim they didn't see that there was going to be an update, and so lost loads of troops.
Now for a list of solutions:
1) Give every player on the affected server the activity rewards they earned the last time the nomads were glitch free, I don't think anybody could argue that this is an unfair way of doing it, and you definitely have the statistics to do it, as you have shown rankings weeks after the event finishes before. - I would also suggest that you replace the FI after Samurais with a nomad event (glitch-free)
2)Construction yard:
-Make it demolishable
-Make the Prizes purchasable in the nomad and samurai shops instead of as prizes for X amount of points or top X
-Increase the effect the prizes have
-Give the Building a PO of 65 (half a castle garden)
-Get rid of this thingy (Very annoying): http://prntscr.com/a3y7ws want to be able to just click on construction and it take me to the buildings
3)Create a group of reasonable players, from a cross-section of ruby spend, preferably some of the most active players, both on the forum and the game. This will allow you to have a focus group effectively, I'm sure that players will be willing to give up some of their time each week to communicate with you, calmly and effectively, allowing you to find out how the update idea would affect the players who pay for your game!
4) Test your updates rigorously, once again, I'm sure some players would be happy to be on a duplicate server and find out what problems the update would cause, however really this is something you should be able to do in-house. Testing cannot be done too many times, you should be doing it anyway, and it shouldn't come down to your players to point out you're not.
5)Fix the problems stated above, you need people who are available over the weekend to communicate with the players, this is the time the most players are online, so there should be at least somebody at your end to communicate. Customer service needs to be a lot more efficient, you need more people in customer service, and they need to know to resolve problems quickly and effectively, making both the player and GGS happy.
6)Extend the nomads and samurais to the same length as the FIs, whatever you choose that to be, the events should be equal length, personally I think it should be 4 day long for all 3, and they should be in the same order all the time: Nomads, FI, Samurai, Nomads, FI, Samurai......
End of Essay, any suggestions for more things, post below or drop me a PM.
[4296531]
overlord90098 (GB1) [GB1]
:: Feb. 16, 2016, 1:25 p.m.
GGE should give everyone all the rewards for nomads plus horsetail banners and fix all the bugs in the game and make nomads and sam separate but still good rewards and return the horrors to fl.UltraFlavoured (GB1) said:That has to be the best constructive feed back I have seen.(Not that I am always around to look)
99% of players would agree with this entirely thus if none of these points are taken on board makes the whole constructive feedback a load of nonsense too.
The only thing I slightly disagree with but was given logical reason too is giving affected servers the rewards they achieved last time.
Maybe last event players wasn't around to take part - Personally its GGE's fault. Every single player should get maximum rewards - Surely no one could begrudge one event where everyone achieves the same rewards as fair compensation.
~Ultra
[4296552]
cheza2000 (GB1) [GB1]
:: Feb. 16, 2016, 1:40 p.m.
I agree Ultra.
For the strongest alliances, we will all get what we would have expected to receive and planned on.
For other alliances who may not have achieved the maximum rewards, they will receive more which will help them grow stronger and this can only be a healthy thing on GB1.
For the strongest alliances, we will all get what we would have expected to receive and planned on.
For other alliances who may not have achieved the maximum rewards, they will receive more which will help them grow stronger and this can only be a healthy thing on GB1.
[4296558]
hamsters1 (GB1) [GB1]
:: Feb. 16, 2016, 1:46 p.m.
While it would be lovely to get all the rewards i would be more than satisfied if my alliance were given the same rewards as from the previous nomads.
[4296565]
vampire empire (GB1) [None]
:: Feb. 16, 2016, 1:55 p.m.
and a few more points to add
plus a few more bugs on the forum
- after introducing the Alchemist 2.0 (construction yard), is the original alchemist still coming back?
- the number and decimal point display problem is still there annoying players, will that be worked on?
plus a few more bugs on the forum
- forum is not displaying the correct language chosen sometimes
- when typing comments, the words are shown in white/invisible
[4296567]
Philt123 (GB1) [GB1]
:: Feb. 16, 2016, 1:58 p.m.
I agree its a total joke having a 5hr 30 cooldown per camp on a 2 day event, its a total and utter joke, meaning the only real way to play it is with skips or huge ruby cost, which is why when you dont give them out everyone kicks off, it basically means the event is unplayable to any serious level.
I also agree with the level of customer service, never in my entire life, in any area of business has there been a presumption that the customer is lying, which seems to be the norm in this game. The amount of times, I have been directly or indirectly accused of lying, only for there to be a muted climbdown when i have provided screenshots etc. The problem is its not always possible to take before and after screenshots, so its not always possible to prove.
Almost every time I contact customer services I am fobbed off, its only when i push harder I get a sensible reply, why do that? its not customer service to fob your customers off, please tell your customer service staff if they dont know the answer find out, dont just fob off the person. All it does is make the whole thing unpleasent and get your customers back up, the exact opposite of that a customer service team should do.
Take a very simple example, I asked why i had not been offered any look items for any of my purchased casts / comms for the last 6 months or so, I was given the answer, just wait its random they will be offered. I had to do some research asking other players, only to find out they had not been offered look items either. It turns out GGE reset the game, and anyone with existing super equipment the game does not know they purchased it so will never be offered the look item. And GGE have no way of dealing with this aparantly apart from you rebuying another set of super equipment. Its aparantly a well known issue, raised many times just within my own alliance.
So why was i fobbed off with a just wait answer? To make me go away and stop bothering them?
There are many many worse examples of exceptionally poor customer service I have had with me being basically accused of lying being told what i was claiming was impossible etc. Some i could prove others I couldnt. Of course there are exceptions where I have recived exceptional customer service, but unfortunatly more often than not I come away wondering exactly why it is i still play this game, which really is something you need to look into. The amount of negative comments i read in my alliance chat is embarrasing, to the point people no longer bother, you may be saying brilliant, just what we need less hassle, however these are normally the people that leave the game shortly after become totally and utterly dissalusioned. We all accept that sometimes mistakes happen, its not always the mistake thats important, its how you deal with that mistake thats important, if handled properly you can come out with a closer relationship with your customer than you had before the mistake.
Also please please, stop this culture of omitting information, or as some people would call it mis selling, misleading your customers, all it does is make them angry and feel cheated.
A perfect example is the latest information on the new construction yard. where the question was raised is the new building a ruby building, now strictly speaking the CM was totally correct in his reply saying it was normal res only building. However, it was very clear to everyone reading the thread, what the poster meant, to find out a couple of days later that there is a very large ruby cost to get anything remotly worthwhile in this building, all it does it annoy every single one of your customers. There are countless examples of this happening in every aspect of the game, from how you calculate percentages, making it sound like an item will give you 10% more food only to find out you mean you get 10% more gge calculated food, which is probably nearer 1%. There is a very very fine line between clever marketing, and misrepresentaion / mis selling. Misleading information. And i think the over the last year, many many times you have crossed that line, and for what? all it does is annoy your customers, to the point they no longer believe anything you say. If you say an item gives a 10% food boost it should mean the player gets 10% more food after they get it than they do without it. You have started doing this in all aspects of the game now. Please stop it, its not clever marketing, its misleading your players, which will only lead to unhappy players, and lost players.
I also agree with the level of customer service, never in my entire life, in any area of business has there been a presumption that the customer is lying, which seems to be the norm in this game. The amount of times, I have been directly or indirectly accused of lying, only for there to be a muted climbdown when i have provided screenshots etc. The problem is its not always possible to take before and after screenshots, so its not always possible to prove.
Almost every time I contact customer services I am fobbed off, its only when i push harder I get a sensible reply, why do that? its not customer service to fob your customers off, please tell your customer service staff if they dont know the answer find out, dont just fob off the person. All it does is make the whole thing unpleasent and get your customers back up, the exact opposite of that a customer service team should do.
Take a very simple example, I asked why i had not been offered any look items for any of my purchased casts / comms for the last 6 months or so, I was given the answer, just wait its random they will be offered. I had to do some research asking other players, only to find out they had not been offered look items either. It turns out GGE reset the game, and anyone with existing super equipment the game does not know they purchased it so will never be offered the look item. And GGE have no way of dealing with this aparantly apart from you rebuying another set of super equipment. Its aparantly a well known issue, raised many times just within my own alliance.
So why was i fobbed off with a just wait answer? To make me go away and stop bothering them?
There are many many worse examples of exceptionally poor customer service I have had with me being basically accused of lying being told what i was claiming was impossible etc. Some i could prove others I couldnt. Of course there are exceptions where I have recived exceptional customer service, but unfortunatly more often than not I come away wondering exactly why it is i still play this game, which really is something you need to look into. The amount of negative comments i read in my alliance chat is embarrasing, to the point people no longer bother, you may be saying brilliant, just what we need less hassle, however these are normally the people that leave the game shortly after become totally and utterly dissalusioned. We all accept that sometimes mistakes happen, its not always the mistake thats important, its how you deal with that mistake thats important, if handled properly you can come out with a closer relationship with your customer than you had before the mistake.
Also please please, stop this culture of omitting information, or as some people would call it mis selling, misleading your customers, all it does is make them angry and feel cheated.
A perfect example is the latest information on the new construction yard. where the question was raised is the new building a ruby building, now strictly speaking the CM was totally correct in his reply saying it was normal res only building. However, it was very clear to everyone reading the thread, what the poster meant, to find out a couple of days later that there is a very large ruby cost to get anything remotly worthwhile in this building, all it does it annoy every single one of your customers. There are countless examples of this happening in every aspect of the game, from how you calculate percentages, making it sound like an item will give you 10% more food only to find out you mean you get 10% more gge calculated food, which is probably nearer 1%. There is a very very fine line between clever marketing, and misrepresentaion / mis selling. Misleading information. And i think the over the last year, many many times you have crossed that line, and for what? all it does is annoy your customers, to the point they no longer believe anything you say. If you say an item gives a 10% food boost it should mean the player gets 10% more food after they get it than they do without it. You have started doing this in all aspects of the game now. Please stop it, its not clever marketing, its misleading your players, which will only lead to unhappy players, and lost players.