Something went wrong [Devs Aware]

13

Comments

  • Shaidar
    Shaidar Posts: 9 Just Dropped In
    Helgaroth said:
    Apology? LOL never got that before. What's worse is now that I have started to spend money having more problems than ever. And feedback!? just the same email from support again and again. Quite clearly a generic response from a machine.
    So explain to me why are you spending money again? :D
  • rafalele
    rafalele Posts: 876 Critical Contributor
    Even now can not join into battle in Training grounds, got something went wrong screen. 

    Perhaps they are trying to solve something. 
  • Fredopoulos
    Fredopoulos Posts: 12 Just Dropped In
    Same here... Ticket open
  • Helgaroth
    Helgaroth Posts: 44 Just Dropped In
    edited July 2017
  • Helgaroth
    Helgaroth Posts: 44 Just Dropped In
    edited July 2017
    Shaidar you are quite correct! No point in spending if you don't get what you pay for!
  • Steeme
    Steeme Posts: 784 Critical Contributor
    Why is everyone opening tickets?  The Devs are already aware of the issue.  Overrunning support with duplicate issues will just slow everything down.
  • Szamsziel
    Szamsziel Posts: 463 Mover and Shaker
    edited July 2017
    Devs!=support. Creating ticket is a good move - at least it can show affected player ratio.
  • Steeme
    Steeme Posts: 784 Critical Contributor
    Szamsziel said:
    Devs!=support. Creating ticket is a good move - at least it can show affected player ratio.


    Well I agree with you opening the ticket, because you introduced the thread.

    I'm talking about the more recent posters saying that they also opened tickets.  We've already had a post from Lakestone and they are working on it.  Opening tickets at this point is a waste of time and resources and gives no benefit.

  • Szamsziel
    Szamsziel Posts: 463 Mover and Shaker
    Disagree with that. Devs are aware and working on solution. Nice. However unless we are sure that root cause is know and they can potentially identify impacted players, created ticket can show that players externally. Additionally creating a standard response "thank you for notification. Developers are aware and working on solution"  for support team is 5 minutes work. After resolution the number of escalations may prove the point to management that something should be done.
    At least if I had a company I'd like people to create tickets if this is impacting them for such reasons. Also it shows that those players actually care. 
  • rafalele
    rafalele Posts: 876 Critical Contributor
    edited July 2017
    Steeme said:
    Szamsziel said:
    Devs!=support. Creating ticket is a good move - at least it can show affected player ratio.


    Well I agree with you opening the ticket, because you introduced the thread.

    I'm talking about the more recent posters saying that they also opened tickets.  We've already had a post from Lakestone and they are working on it.  Opening tickets at this point is a waste of time and resources and gives no benefit.

    If you have a problem you open a ticket, no?

    I do, I open a ticket. This is the way they now I have it.

    It is important to show d3go we care more than they do.
  • Steeme
    Steeme Posts: 784 Critical Contributor

    Opening a new ticket on an issue that they're already working on is pointless.

    You're free to disagree with me.  I work for a software company and deal with this on a daily basis.  You can listen to my advice or throw it away, I don't really care.  This isn't a debate.

  • Brakkis
    Brakkis Posts: 777 Critical Contributor
    I'd love to get past this "Something went wrong..." screen and get back to playing the event. Was in 2nd place 10 minutes before node refresh. Come back an hour later to find I'm in 48th and can't play so that's cool.
  • Helgaroth
    Helgaroth Posts: 44 Just Dropped In
    edited July 2017
    Steeme said:

    Opening a new ticket on an issue that they're already working on is pointless.

    You're free to disagree with me.  I work for a software company and deal with this on a daily basis.  You can listen to my advice or throw it away, I don't really care.  This isn't a debate.

    I take it that it's not a very successful software company you work for? Not if you have to deal with this on a daily basis! Or you are not in support? What you are offering is not advice and thanks I won't take it. It's my right to complain if I don't get what I pay for!
  • Steeme
    Steeme Posts: 784 Critical Contributor
    Helgaroth said:
    Steeme said:

    Opening a new ticket on an issue that they're already working on is pointless.

    You're free to disagree with me.  I work for a software company and deal with this on a daily basis.  You can listen to my advice or throw it away, I don't really care.  This isn't a debate.

    I take it that it's not a very successful software company you work for? Not if you have to deal with this on a daily basis! Or you are not in support? What you are offering is not advice and thanks I won't take it. It's my right to complain if I don't get what I pay for!


    Actually it's quite a successful software company.  All software has support items that come in on a daily basis.  If we receive items from multiple clients on the same issue, the others get marked as duplicates.

    For the record, I work on the software, so I fix the issues that are reported.  If I'm working on an item, and I receive an additional ticket, I send it back as a duplicate, referencing the original issue.  All it does is waste time.

    Like I said, you can continue doing so.  All you're doing is driving up costs.  You're actually paying for those costs, so go right ahead, cost yourself more money.  It's entertaining.

  • Szamsziel
    Szamsziel Posts: 463 Mover and Shaker
    Just off topic - which line of support do you cover? Duplicate tickets should be responded on 1St line - by support itself. Ticket passed to developer may (or should) be modified by support then (but only urgency/scale). If 1St line pass all tickets to you - what is their role?


  • tfg76
    tfg76 Posts: 258 Mover and Shaker
    Everyone should create tickets. The ticket is a placeholder for the individual complaint. If you don't file a ticket, you have no way of receiving compensation.
  • Snowgoose
    Snowgoose Posts: 3
    I agree, opening excess tickets doesn't do anything but hurt you if they are aware of the issue. Now someone will have to sift through the garbage to get to the people that have other issues like missing accounts. It will also slow down any other responses that the support box will have to respond to. Honestly if they wanted a count on people affected, I would hope they have a database in place that throws an error message to the system and gets recorded and they would then be able to search said database for the error and find users affected that way but who knows, maybe they are using a chalkboard in the kitchen to count it.
  • Rhasget
    Rhasget Posts: 412 Mover and Shaker
    I wouldn't have opened a ticket if it wasn't for the fact I paid for entrance to Trial of Planes:Red but couldn't play since it threw errors.
    I would like to be reimbursed, even if it's only 60 crystals, since it takes me a couple days to get those.

  • Steeme
    Steeme Posts: 784 Critical Contributor
    Szamsziel said:
    Just off topic - which line of support do you cover? Duplicate tickets should be responded on 1St line - by support itself. Ticket passed to developer may (or should) be modified by support then (but only urgency/scale). If 1St line pass all tickets to you - what is their role?


    Clients always describe their issues differently.  Some say "I got an error doing X" others say "I got an error doing Y".  At face value, Support cannot "assume" they are duplicates.  Someone has to triage the issue.  Support will have to ask QA or a Developer if it is a duplicate, since it looks "familiar".  In which case it needs to be looked at and confirmed as duplicate.

    Snowgoose said:
    I agree, opening excess tickets doesn't do anything but hurt you if they are aware of the issue. Now someone will have to sift through the garbage to get to the people that have other issues like missing accounts. It will also slow down any other responses that the support box will have to respond to. Honestly if they wanted a count on people affected, I would hope they have a database in place that throws an error message to the system and gets recorded and they would then be able to search said database for the error and find users affected that way but who knows, maybe they are using a chalkboard in the kitchen to count it.

    I'm actually quite impressed with your understanding.  Usually I get nothing but flak from disgruntled players foaming at the mouth.
  • Steeme
    Steeme Posts: 784 Critical Contributor
    Rhasget said:
    I wouldn't have opened a ticket if it wasn't for the fact I paid for entrance to Trial of Planes:Red but couldn't play since it threw errors.
    I would like to be reimbursed, even if it's only 60 crystals, since it takes me a couple days to get those.


    Well in your case, yes, you need a ticket to get your 60 crystals reimbursed.

    But if everyone logs a ticket regarding the other events, you will get that 60 crystals in 2 weeks instead of 2 days.

This discussion has been closed.

Categories