How to deal with bad 'account manager' FoE support?

[bornempire]

Troubleshooting

I wished I could delete this problem by a cache deleting of this wrong answer of Inno volunteer for months and months.

Playing FoE since 2013 I experienced a wide range of people/players who apparently are 'volunteering' to answer questions when contacting Inno support. Over the years, you then for sure find some are better then others.

But there is a limit on what is acceptable. Our team Arctic Sunrise has a designated person since over a year who is many times not answering the questions. He is posting some very general comment as reply, leaving my team members in total confusion. With no problem solved at all.

There is also no way to reach out to any 'higher' level of Inno support person who keeps an overview how their volunteers are doing. So then what? What can we do? Complain here? Should I start a 'naming and shaming' campaign? Inno not answering fair questions and letting my team members down?

Now we are in the situation that this specific 'volunteer' is just posting some 'general replies', he most likely is instructed to reply as a format script. But meanwhile members cannot participate in GE and other stuff since Inno is dumping us with those totally non value volunteers.

Should there be a kind of 'appeal court' when Inno fails in the options they offer? My team is not able to get the right answers for over a year. And Inno is blocking solutions!

Regards,

bornempire,

founder Arctic Sunrise

 

[kleopatra911]

escalate to the Hamburg Office

 

[Emberguard]

There is also no way to reach out to any 'higher' level of Inno support person who keeps an overview how their volunteers are doing.

That's the Community Manager.

If you have an issue with a Beta moderator, contact Juber

If you have an issue with a different servers moderators, contact whoever is the Community Manager of that server


You could also ask in your ticket to be escalated to another person.

But meanwhile members cannot participate in GE and other stuff

Are the Founder or Leaders unlocking the Levels?

There is a bug where sometimes a Leader or Founder isn't able to unlock the level for whatever reason. Sometimes the game doesn't seem to recognize the player as having rights when it comes to Guild Expedition. But the Guild could assign a different player as Leader for the purpose of unlocking Guild Expedition levels if that is the issue

I strongly suspect if a player cannot unlock the Guild Expedition levels, leaving the Guild and re-entering the Guild a week later would fix the bug. Only problem is there'd be no way reduce the timeframe before coming back, the bug itself is so sporadic it's impossible to reliably reproduce, and I've never actually been in a position to test my theory on that fixing the bug.

If it's an entirely different issue let me know what it is and I'll see if I know the answer

 

[bornempire]

That's the Community Manager.

If you have an issue with a Beta moderator, contact Juber

If you have an issue with a different servers moderators, contact whoever is the Community Manager of that server


You could also ask in your ticket to be escalated to another person.



Are the Founder or Leaders unlocking the Levels?

There is a bug where sometimes a Leader or Founder isn't able to unlock the level for whatever reason. Sometimes the game doesn't seem to recognize the player as having rights when it comes to Guild Expedition. But the Guild could assign a different player as Leader for the purpose of unlocking Guild Expedition levels if that is the issue

I strongly suspect if a player cannot unlock the Guild Expedition levels, leaving the Guild and re-entering the Guild a week later would fix the bug. Only problem is there'd be no way reduce the timeframe before coming back, the bug itself is so sporadic it's impossible to reliably reproduce, and I've never actually been in a position to test my theory on that fixing the bug.

If it's an entirely different issue let me know what it is and I'll see if I know the answer

All levels were unlocked and the issue on GE bug is one example where no solution was offered. But it's only one of many.

Other members didn't have the same issue. That means: NOT with GE, but they DO have the same problems with our Inno support contact person.

 

[-NinjAlin-]

That's the Community Manager.

If you have an issue with a Beta moderator, contact Juber

If you have an issue with a different servers moderators, contact whoever is the Community Manager of that server


You could also ask in your ticket to be escalated to another person.



Are the Founder or Leaders unlocking the Levels?

There is a bug where sometimes a Leader or Founder isn't able to unlock the level for whatever reason. Sometimes the game doesn't seem to recognize the player as having rights when it comes to Guild Expedition. But the Guild could assign a different player as Leader for the purpose of unlocking Guild Expedition levels if that is the issue

I strongly suspect if a player cannot unlock the Guild Expedition levels, leaving the Guild and re-entering the Guild a week later would fix the bug. Only problem is there'd be no way reduce the timeframe before coming back, the bug itself is so sporadic it's impossible to reliably reproduce, and I've never actually been in a position to test my theory on that fixing the bug.

If it's an entirely different issue let me know what it is and I'll see if I know the answer

People could not complete GE recently due to a bug. Not sure it was fixed meanwhile and they also lost fragments of forgotten temple, when they asked for refund of missing fragments due to innos bugs, they were denied from receiving them, copying the same scripted reply with bla bla bla, beta server, bla bla bla, we can't do anything, bla bla bla.
People got bored of this.

Again, beta is a server for testing but You still have the option to pay on it to buy things, so when a Bug happens that stops you from getting a reward, You should be able to receive it, in this case, forgotten temple fragments.
I haven't seen any issue in the past for being refunded stuff from Inno bugs, why would be hard to do that aswell now?

Going back to topic, moderation and replies are lacking or are scripted, that was for many years already, and not only on beta.
Not sure what their internal rules tells them to do or denies them from doing so, but this is not normal to happen and they should review them.

 

[Emberguard]

Ah. So it's a Beta specific bug then, and you're not happy with the response.

 

[Markus Stormrider]

yup, contact the CM and *insist* they solve it instead

 

[bornempire]

Ah. So it's a Beta specific bug then, and you're not happy with the response.

It's not really a 'bug' in the classical sense. It is about a person who is designated by Inno to solve issues and answer bug reports. But there is no such thing to who can complain if the person they 'hire' as volunteer to answer my teams question is disfunctioning.

I am well aware we should respect all people on beta.

But Inno should also respect the reasonable demand of players and guilds and guild founders that problems/questions on the beta test world are handled properly by people in charge who have enough knowledge to provide a decent response very fast.

And: what happened to myself lately that one request is unanswered for over a month and even again after I insisted it was answered by Juber. Well. Then you know Inno is unreachable. Or the person they accepted as volunteer has so much autonomy that he can keep big issues he can't solve out of sight of Juber.

That's not good.

If Inno doesn't read this and doesn't reply? Then I rest my case. I have enough in real life. Good luck with keeping bad people in the lead if you don't want us to bring forward issues and you don't want to solve it. Good luck.


I am here to have fun. Not to start some kind of court case situation with Inno. But then don't expect me to give feedback anymore. Then we know what we can expect from Inno being aware of this kind of situations: TOTALLY NOTHING.

 

[Fire Witch]

You may ask to speak to the Community Manager in a ticket.

If you are talking about this bug:

Reported to Developers: - FOE-83679 - Internal Error occurred. Please try again

When clicking on an official message, I receive a "Sorry, an internal error occurred. Please try again later." message and the game restarts. As a note: Firefox just updated today to the newest version.

forum.beta.forgeofempires.com

Reported to Developers: - FOE-83679 - Can't pick up relics

I have an error message "Sorry an internal error occured. PLease try again later" when I want to pick up a relic in GE. It seems it is only one relic that is "buggy" because I could pick up 2. Now I am stuck and cannot go to next level

forum.beta.forgeofempires.com

There is unfortunately nothing we can do in support. We cannot delete the relics. And as only specific relics are affected, only a few people will run into this bug. You can be unhappy with that, but we're doing everything we can to help.

Next time, talk about the problem please instead of saying the volunteers are doing a bad job. Thanks.