Originally posted by Neverknow

Originally posted by FC-Famine

Originally posted by Lichthammer

So far I have gotten three-point infractions (and a ban until december) for doing the following:

- Making a thread where I politely and a civil tone outline what you're doing wrong with communication on the forums, and why it's hurting your player-dev and customer-provider relations, after witnessing a series of threads on a very real issue (that was not an exploit) being unceremoniously deleted under the guise of referring users to another thread on the same subject. Except that the referred thread had been moved to a sub-forum not available to regular users before the other threads on the same started cropping up. For the record, I did not in any way shape or form recycle the content of those threads.

- In a thread about the GM cyber farce, wondering why they fire people who mock-cyber with presumably adult players, rather than firing the people who actually do damage their reputation as a company, such as Lufkin and Tahitoa.

I'm not sure which of these - "reposting moderated material, EULA/RoC Violations, and naming violations" - those two horrible transgressions against humanity sort under, but I'm sure that if it's not explicitly mentioned anywhere, you'd make up a rule to fit it in a heartbeat. Or take the easy way out, and invoke the omnipotent "you are questioning moderation" rule.

The threads in question are of course long since deleted/moved to a forum I as a guest (nor as a user) can't access, so I'm afraid I can't link them. Nor can I offer you any of the completely nonsensical PMs I received from Tahitoa. My username of the EU forums is the same as here, if you feel compelled to investigate the matter further. Oh, and here's my posting history, just so you can see what a complete and total interwebs terrorist I am: http://forums-eu.ageofconan.com/search.php?searchid=2233503

 

--- Edit: Fixed URL.

 

Nothing is deleted, simply moved. I do see the threads in question and thanks for pointing them out. I will toss you more information on the infractions in question to your inbox.

Commenting on the moderators. They are volunteer moderators and they dedicate free time to help out the community. They are only following the social guidelines of the forums. If you do have any issues with the guidelines or even the moderator in question then feel free to poke us. We will look into it. I don't think anyone is perfect but we will look into it.

I'll toss you the rest of the information via PM. :)

 

Oh, please. If you've been reading these forums, as well as your own ( before deleting the posts ), then you've known about Lufkin and Tihatoa for months now. Suddenly, you're gonna look into it? Wow, Funcom efficiency at its finest. And to say they're only following the guidelines? Who wrote the guidelines then, Atilla the Hun?

We handle things like these by a case-by-case basis. You report we look. That is why it's best to contact us via PM or email. Then of course you assume we didn't look into the others you mentioned. Just like MMORPG.com, if you have a question or problem with a moderation you contact the community manager.

P.S

http://forums.ageofconan.com/showthread.php?t=160246

Originally posted by Lichthammer

So far I have gotten three-point infractions (and a ban until december) for doing the following:

- Making a thread where I politely and a civil tone outline what you're doing wrong with communication on the forums, and why it's hurting your player-dev and customer-provider relations, after witnessing a series of threads on a very real issue (that was not an exploit) being unceremoniously deleted under the guise of referring users to another thread on the same subject. Except that the referred thread had been moved to a sub-forum not available to regular users before the other threads on the same started cropping up. For the record, I did not in any way shape or form recycle the content of those threads.

- In a thread about the GM cyber farce, wondering why they fire people who mock-cyber with presumably adult players, rather than firing the people who actually do damage their reputation as a company, such as Lufkin and Tahitoa.

I'm not sure which of these - "reposting moderated material, EULA/RoC Violations, and naming violations" - those two horrible transgressions against humanity sort under, but I'm sure that if it's not explicitly mentioned anywhere, you'd make up a rule to fit it in a heartbeat. Or take the easy way out, and invoke the omnipotent "you are questioning moderation" rule.

The threads in question are of course long since deleted/moved to a forum I as a guest (nor as a user) can't access, so I'm afraid I can't link them. Nor can I offer you any of the completely nonsensical PMs I received from Tahitoa. My username of the EU forums is the same as here, if you feel compelled to investigate the matter further. Oh, and here's my posting history, just so you can see what a complete and total interwebs terrorist I am: http://forums-eu.ageofconan.com/search.php?searchid=2233503

 

--- Edit: Fixed URL.

Nothing is deleted, simply moved. I do see the threads in question and thanks for pointing them out. I will toss you more information on the infractions in question to your inbox.

Commenting on the moderators. They are volunteer moderators and they dedicate free time to help out the community. They are only following the social guidelines of the forums. If you do have any issues with the guidelines or even the moderator in question then feel free to poke us. We will look into it. I don't think anyone is perfect but we will look into it.

I'll toss you the rest of the information via PM. :)

Originally posted by Lichthammer

Originally posted by FC-Famine

Originally posted by Neverknow

Famine was here, was promptly wtfbbqpwned, and has never been seen here again. So Funcom has already seen our suggestions.

 

o'rly

Yeah I read here regularly. No flames or attempted wtfbbqpwned will keep me away. We have issues and concerns along with suggestions. All understandable in that respect. Suggestion wise, it's hard to comment on everything being we do have our official community but I do try to read them when I can.

 

 

 

Ever crossed your mind that if you stopped banning anyone in your official community who makes suggestions, maybe we would in turn post the suggestions where it's easiest for you to find them?

Sometimes constructive criticism requires shedding light on negative aspects of whatever it is you're criticising, namely AoC. Your gestapo antics on the forums - which remain our only means of communication as long as  your customer support department continues to be entirely fictitious - are not helping.

--- Edit: The above two paragraphs would have earned me a three-point infraction on the EU forums.

Constructive criticism is great. I'm not the EU Community Manager of course so you would have to point me to your example and I will be glad to look into it if you wish. Also to note, 3 point infractions are only given for reposting moderated material, EULA/RoC Violations, and naming violations (i.e.: very bad names that go around the filters).  If a mistake has been made we will resolve it.

Should be some interesting pics there. ;)

Originally posted by Neverknow

Famine was here, was promptly wtfbbqpwned, and has never been seen here again. So Funcom has already seen our suggestions.

o'rly

Yeah I read here regularly. No flames or attempted wtfbbqpwned will keep me away. We have issues and concerns along with suggestions. All understandable in that respect. Suggestion wise, it's hard to comment on everything being we do have our official community but I do try to read them when I can.

Originally posted by Rudydog

Why is this being handled here? Wasnt there some sort of infrostructure that was in place to inform these people? Damn it was a random post that started your posts here Famine..... or..... is this a deal with mmorpg or something?

Oh btw Famine, could you look into why i was banned from the AOC forums. I never recieved and email or even a locked post verification against my account.

This was just another nail into the coffin for me to leave. Ive played MMORPG's for a long time since Meridian59. You guys just suck at customer service im sorry :/.

 

Someone had posted about the issue and I read here a lot so I figured I would poke. ;)

Send me your forum name via PM and I'll get ya a reason and see if we can work something out.

Originally posted by Kraptor

Originally posted by FC-Famine

Originally posted by Kraptor

So you gone send me a copy from the US? Kind of odd, since Funcom is much closer:) Also is it gona be US or EU version?

 

Sending you EU of course and that will come from someone in Euro. Sending you some other stuff too due to the delay. ;)

 

I received the music CD and the 2 swords from you Famine today. Thank you! Though I am still waiting for the game from Eidos/Funcom:(:(

Will check on this first thing tomorrow. Glad you got the other stuff now too. :)

Originally posted by SteeleMill

I bought  AOC  and  the pre oder came to my house  and never could get it  on my computer. So i have no idea if I could like this game or not  called and  wrote to FunCom   They were no help  they even got 2 months of me and I never even played the game! I got  still have the game and wont dl past the second disk so ty you so much for all the support you gave me .  I give up on it .

 

 

Daniel Steele                                                                    

 

 

                                                        Not afraid to put my real name

 

 

 

Hrrm that's a bummer. If you want, toss me your information and I'll get you a new copy for free along with some time and some information to help troubleshoot it more. Sometimes issues like these can't really be determined unless we are physically there but we will look into it with more detail.

Originally posted by Kraptor

So you gone send me a copy from the US? Kind of odd, since Funcom is much closer:) Also is it gona be US or EU version?

Sending you EU of course and that will come from someone in Euro. Sending you some other stuff too due to the delay. ;)

Got it! I'm on the way to the store to ship this out now! I'll toss in some more swords just in case

You got a PM. Perfect timing too, was about to head to UPS now. :)

Originally posted by Kraptor

Originally posted by FC-Famine

Originally posted by Kraptor

I see. I haven't recieved it yet either. I did receive all the other stuff sword, comic, invite beta but not the game.

 

It might of got lost somewhere in route when Eidos sent it to you but I can send you a game if you toss me your information on the contest winnings and address for the shipping. ;)

 

 

 

Ive recieved all the other stuff (sword, comic) from directly Funcom not Eidos. Also I am in Europe not NA.

Like above, feel free to toss me your information. I'll get it out today.

Originally posted by Kraptor

I see. I haven't recieved it yet either. I did receive all the other stuff sword, comic, invite beta but not the game.

It might of got lost somewhere in route when Eidos sent it to you but I can send you a game if you toss me your information on the contest winnings and address for the shipping. ;)

Originally posted by Arthousesig

I tend to do everything over open channels rather than PM, transparency is a big thing to me.

You might want to talk to that Cruddas guy although he's in the EU, clearly he got ripped off if the  Funcom argument is that he cancelled but logged in to make sure - and thus the charge stands because he made the mistake of checking. That sort of thing should be a straight up refund if the logs show that he did in fact cancel and it didn't go through.

The main thing is that Funcom needs to be public about this issue, because as consumers we don't see anything but you doing damage control and the posts with the complaints disappearing. And given the history of AOC board moderation, that's not exactly reassuring.

A Funcom public statement (ie: not by forum moderators) regarding this billing issue, with assurances that it's being dealt with for all customers is very much needed, or the bad rep's going to stick, if you know what I mean.

I will get right on that for sure and thanks for taking time to note it for me. I will also look into the announcement as well.

Rebn77 much appreciated. :)

Originally posted by Arthousesig

Oh and famine, happy birthday, grab a beer and take a day off to get better, it'll all be over soon

Snicker, thanks I think. I'm still sick but I'm here and ready!

About your report though. I will be happy to look into it more if you like. I just spoke with one of the customer support guys that deals with billing and accounts and something like that would have to be fully investigated by the team. We will be able to see all transactions on our end and if for some reason an invalid overcharge or even a double-charge had occurred, they will surely fix it.

If you haven't already contact account@ageofconan.com and if you have already, toss me a message and ill ensure it gets looked into asap.

Thanks,

Hey guys,

We have received similar reports like this over the past week and all of these have been investigated. What we discovered during our investigation is that the early payment is in result of a delay in our billing system where it would hold certain accounts due to account inconsistencies before fully processing the actual transaction. The delay to the process was in result of the excessive amount of traffic we had received during the launch of Age of Conan. Now that the system has caught back up, you may notice an early payment on your billing statement as your original transaction that was on hold and never deducted is now being fully processed. So the transaction was actually for the previous month and was processed a few weeks late.

If you feel that this deduction is still incorrect then please contact our customer support team immediately via email at account@ageofconan.com for further assistance and review.

Thank you,

Originally posted by tp1hobss

Originally posted by Guillermo197

Oh my god. The more I read lately about what's going on with AoC and with Funcom in general, the more I start believing in SOE again and how great that company is (except the NGE fiasco) compared to this one

Funcom is really digging a deep deep hole for themselves. At this rate AoC or Funcom in general won't even make it to end of this year

I honestly doubt that someone was banned for purchasing an item off the AH.  Sounds like the same whiney excuse all the bannees from WoW would use when they had their bot, gold farming, gold buying accounts banned. 

AoC will make it to the end of the year, but I fear it will become a play for free MMO with the disasters they're experiencing.  Bad customer service, HORRIBLE Forum Moderators, HORRIBLE player base, inbalanced class mechancis...HORRIBLE PvP...YUCK..YUCK..YUCK.  Of course, this is my opinion of the game...I chalked it up to, "I bought it and now I'm my trial is up...and I"m not renewing".

Always can help to read the whole thread of course. Issue here has been handled and action has been taken. I can see how it can be a little confusing at first but that's why problems should have more attention in the long run. 

Post from the OP later on:

http://forums.ageofconan.com/showpost.php?p=1785954&postcount=63

Cheers

Originally posted by Arthousesig

Famine, the only way you'll be able to get through to the people on this forum is to start being honest, because right now, everyone sees through your little PR spin stunt and you're getting owned.

Admit the game is still in beta, that things are not going well and the subscriber base is dwindling fast.

Then start opening up

You might find that honesty creates goodwill.

Of course, you should start doing those things on the official AOC forums, but since it's 1984 over there and you and Tahitoa are following the Pol Pot guide to forum moderation, I doubt we'll see that happen any time soon.

Sure, I could not agree more. I don't expect much here right off the bat. I only came to the forums to endorse a volunteer looking to convey information to the forums as well give some raw feedback back. Like I posted previously, only time will tell with that and I'm more than willing to take it one step at a time.

Originally posted by Unfinished

Originally posted by DonnieBrasco

Originally posted by FC-Famine

Heya,

Well if only I put my real age in there muhaha.

Why dishonest in such a trivial thing? I assumed that "image" is an all-important thing for a *community* manager.....?

DB

 

Thanks you saved me from having to ask for myself.

 "Craig Morrison started out in your job, and now he runs all of Anarchy Online" , I wonder how many times Gaute has waved that little gem under Famine's nose.

Once again I must ask, why is Famine here playing on our boards when he has more work than he can handle on his own forums?  Hoping Jon Wood will give him a job??

My age is something I didn't really set I think. I don't really think about that stuff when making a new forum account.

I post here because posting takes around 3-5 minutes to really complete and I read here because firefox offers me a nice tabbed environment.

Originally posted by AranStormah

Costumer Representives don't work that way.

Their job function is to provide the community with an illusion of being listened to. A happy costumer is a paying costumer. They'll say your idea is forwarded, your bug report is filed and they'll confirm stuff the developers might've said but that you have missed.

Unlike popular belief, they do not actually forward your ideas to the developers, if they did they would be bad CRs. The opinions of the forum posters do not represent the majority of the player base, and tend to be quite skewed. Giving in to the forums has in many games lead to the demise of the game when the developers discarded their design sheets and started 'winging it'. These are people that've in most cases taken extensive education to do their job, and they've probably sat countless hours at meetings planning every virtual tidbit of their game. It goes without saying that following the random whims of every Joe and Jane voicing their opinions would be counterproductive to the coordinated development process.

In some games Costumer Representives also hold a Moderator position which means they will make sure forum rules are followed and that content that breaks the EULA or would lead to unfortunate* discussions are censored.

*Unfortunate in many cases being topics that criticise the flaws or the failings of a company/game.

He'd definetily score points for adressing the issue of the rogue mod on the US forums and the fanatical mods on the EU forum, but that could be risky if he fancies keeping his job. Feel free to prove me wrong though.

Heya,

Well if only I put my real age in there muhaha. Anyways, the assumption that we don't convey feedback to the developers is of course false. That's really a major point in what the community team does. If we didn't convey the feedback then there would be no real point, in my humble opinion to even have official forums. Although we can still rely on external communities such as this one it simply would not be as direct as simple telling us on our own forums. Yes, majority of the player base does not post on the forums but that is also why we are found in-game as well take in email submissions. In that, that's what I do, I engage communities internally and externally for the idea of conveying information to the developers as well providing information to you as a player or just an onlooker to the community or game.

The ongoing debate on us being marketing or customer support is something the community managers for every company has been talking about for some time now. I think the best answers I've seen is something in between that makes us unique. We are not just a one-way channel (i.e.: publisher/developer -> customer) type of position but instead a two-way channel (i..e: player -> publish/developer).

Overall we do moderate the forums and we do empower the community to help out with being apart of the community. This is why we have the moderation program in place much like MMORPG.COM encourages the community to write blogs, moderate or anything else in between to offer upcoming members to be apart of something bigger with such a great site. Sometimes things happen and sometimes changes need to be made in order to keep moving on the right track. I think we are seeing that with our current moderation policies and of course our guidelines we have followed before the launch of the Age of Conan forums. I think it's perfectly normal myself to have those concerns and it should be up to the community team as a whole to address those concerns to better fit it to the community.

More on moderation, will we ever consider revamping our current moderation policies to better fit the needs and requests of the community? Yes of course. This is something I'm doing right now as you can already see that it's not receiving as great of feedback on the current moderation policies. However, please understand that our intentions are only good. We have had a need for moderation from the community since day 1 and we were set out as one to improve that by empowering the community more than what it was as well following the guidelines more than we have been (note: I never suspended or was as active on moderation because I simply don't like to moderate by any means).

I personally try to handle all moderation issues with respect to the moderator and to the players at hand. So trying to engage personal opinion on anyone, even on a  player is something I will not do here nor there. I respect everyone and in that, all issues can be sent to me for investigation on any moderation and or moderator in question. I will do my best to look into it and take approprate action on anything if submitted.

P.S

Sorry for any delay here, I do sleep sometimes. :)