To all Gamers: Posting Etiquette for Tech Support

WithoutRemorse

I've noticed a few posts that were very rude and disrespectful when posting for help on the game issues.

As a computer technician and a former help desk tech, it is important to give useful information so your problem can be reported back to the programmers.

Z8Games and its staff are only here to facilitate information about the game, updates, events, etc. They do communicate with the programmers and game developers when there are issues that need to be addressed.

However, the process between getting information about a bug, error, or something else might take a while because they have to go through alpha, beta, and Release To Market testing. It might even be different than that since each development team has its own set of methodologies in place.

If you want a great example of how a development team works, sign up at Mozilla.org to become a nightly build tester, participate in the development forums, or contribute to the development by creating add-ons, offer your programming services, or help at bugzilla. Either way, you can grasp the magnitude of trying to fix all the bugs.

So, when you post something that you want someone to look at, please be polite. If you can't, don't expect a reply. It's hard enough to communicate issues and also deal with spoiled gamers.

Remember, this is free.

Cpt

Mercuryomega

I see

But when the issue comes to that of someone who paid money, the whole thing changes.

I paid 80 bucks for 100K ZP, I haven't been helped throughout the whole week, I believe I HAVE the right to start getting angry, now if It's alright with you, I'd like to see Support work a bit "harder" and get on double "shifts" to please the fine customers of Z8Games.

But if it's a problem to just give somebody what they paid for, then Oh-wow, Money well spent.

All I'm saying is, is that things don't get done fast enough with Support, and that's what causes frustration, and frustration can lead to these inconvenient tickets you've been having.

I'd like to see some change, what about you?
Mercury

The_Engineer

Mercuryomega wrote: »

But when the issue comes to that of someone who paid money, the whole thing changes.

I paid 80 bucks for 100K ZP, I haven't been helped throughout the whole week, I believe I HAVE the right to start getting angry, now if It's alright with you, I'd like to see Support work a bit "harder" and get on double "shifts" to please the fine customers of Z8Games.

But if it's a problem to just give somebody what they paid for, then Oh-wow, Money well spent.

All I'm saying is, is that things don't get done fast enough with Support, and that's what causes frustration, and frustration can lead to these inconvenient tickets you've been having.

I'd like to see some change, what about you?
Mercury

I can understand your frustration. I've put a lot of money into z8, too.

But regardless of how much money you have or have not spent, this game remains FREE. Who knows how much funding z8 actually receives? I'm sure they have to remain on budget in order to continue providing a FREE game to a majority of their users. Staying on budget and keeping this game free might mean that they don't have a surplus of staffing waiting to serve your every need. Have a little patience. Besides, I think what is trying to be said is simple: keep your tech support requests as informative and as simple as possible. This helps tech support help you (and others) faster and more effectively.

one_9

WithoutRemorse wrote: »

I've noticed a few posts that were very rude and disrespectful when posting for help on the game issues.

As a computer technician and a former help desk tech, it is important to give useful information so your problem can be reported back to the programmers.

Z8Games and its staff are only here to facilitate information about the game, updates, events, etc. They do communicate with the programmers and game developers when there are issues that need to be addressed.

However, the process between getting information about a bug, error, or something else might take a while because they have to go through alpha, beta, and Release To Market testing. It might even be different than that since each development team has its own set of methodologies in place.

If you want a great example of how a development team works, sign up at Mozilla.org to become a nightly build tester, participate in the development forums, or contribute to the development by creating add-ons, offer your programming services, or help at bugzilla. Either way, you can grasp the magnitude of trying to fix all the bugs.

So, when you post something that you want someone to look at, please be polite. If you can't, don't expect a reply. It's hard enough to communicate issues and also deal with spoiled gamers.

Remember, this is free.

Cpt

respect man, i've tried to send reports as politely as i can, and it works at times.
getting a read reciept, as well as checking downloads on mediafire, help me see if they have recieved it.

WithoutRemorse

Always be respectful; but continue to pursue resolution

Mercuryomega wrote: »

But when the issue comes to that of someone who paid money, the whole thing changes.

I paid 80 bucks for 100K ZP, I haven't been helped throughout the whole week, I believe I HAVE the right to start getting angry, now if It's alright with you, I'd like to see Support work a bit "harder" and get on double "shifts" to please the fine customers of Z8Games.

But if it's a problem to just give somebody what they paid for, then Oh-wow, Money well spent.

All I'm saying is, is that things don't get done fast enough with Support, and that's what causes frustration, and frustration can lead to these inconvenient tickets you've been having.

I'd like to see some change, what about you?
Mercury

That's not the same as paying for the game; you could get ZP for free like I did by downloading toolbars and other games. You can get 11k ZP for getting 500 business cards for $10. While you decided to pay for ZP, that choice is yours.

As for getting technical support, you are among thousands, maybe millions of people who are vying for the same support. So far, I've only counted six staff members that are online.

You stated you "haven't been helped" - what exactly did you need help with? Are you the only person having this problem? If so, think of it as an emergency care facility; only the most serious and common problems will be dealt with first because of the majority of people who are having it.

Being rude and disrespectful has no place - paid or unpaid - here in the forums or elsewhere. Personally, I would prefer the player to find another game to play. For every 1 rude player, I'll get 10 respectful players.

I'm saying not to stop reporting or pursue an answer; I'm just stating the way the answer is given.

Always be respectful, but be terse and don't stop pursuing what is right.

Cpt

WithoutRemorse

Well said, kaitlyn. It's all about delivery and respect. Answers will come much quicker that way.

Cpt

Mercuryomega

WithoutRemorse wrote: »

That's not the same as paying for the game; you could get ZP for free like I did by downloading toolbars and other games. You can get 11k ZP for getting 500 business cards for $10. While you decided to pay for ZP, that choice is yours.

As for getting technical support, you are among thousands, maybe millions of people who are vying for the same support. So far, I've only counted six staff members that are online.

You stated you "haven't been helped" - what exactly did you need help with? Are you the only person having this problem? If so, think of it as an emergency care facility; only the most serious and common problems will be dealt with first because of the majority of people who are having it.

Being rude and disrespectful has no place - paid or unpaid - here in the forums or elsewhere. Personally, I would prefer the player to find another game to play. For every 1 rude player, I'll get 10 respectful players.

I'm saying not to stop reporting or pursue an answer; I'm just stating the way the answer is given.

Always be respectful, but be terse and don't stop pursuing what is right.

Cpt

I get what you mean.

I just want what everybody else wants, help .
But there's wants, and needs. I'll wait.

AAc1d

WithoutRemorse wrote: »

I've noticed a few posts that were very rude and disrespectful when posting for help on the game issues.

As a computer technician and a former help desk tech, it is important to give useful information so your problem can be reported back to the programmers.

Z8Games and its staff are only here to facilitate information about the game, updates, events, etc. They do communicate with the programmers and game developers when there are issues that need to be addressed.

However, the process between getting information about a bug, error, or something else might take a while because they have to go through alpha, beta, and Release To Market testing. It might even be different than that since each development team has its own set of methodologies in place.

If you want a great example of how a development team works, sign up at Mozilla.org to become a nightly build tester, participate in the development forums, or contribute to the development by creating add-ons, offer your programming services, or help at bugzilla. Either way, you can grasp the magnitude of trying to fix all the bugs.

So, when you post something that you want someone to look at, please be polite. If you can't, don't expect a reply. It's hard enough to communicate issues and also deal with spoiled gamers.

Remember, this is free.

Cpt

Sticky granted xD

Saidin

Mercuryomega wrote: »

I paid 80 bucks for 100K ZP, I haven't been helped throughout the whole week, I believe I HAVE the right to start getting angry, now if It's alright with you, I'd like to see Support work a bit "harder" and get on double "shifts" to please the fine customers of Z8Games.

Issues dealing with sensitive information should not be posted on the forums.

A) these forums can be viewed by the public, so things like account information, bank records, transaction ID's etc should not be posted here for security reasons.

These forums don't track history from previous account and banking related problems. So it becomes difficult to deal with an issue on the forums.

We have a support site, and we are busy these days however support tickets usually take between 1-3 business days to get a response. This means if you send a ticket in at 10pm Friday night, don't expect to get a response at least until Monday.

We also can't be responsible for your actions if you don't follow this simple protocall. There are plenty of threads on these forums telling people to go to http://support.z8games.com for these types of issues. If you say, send a PM to a GM on Saturday at 4pm, you may not get a response to the PM until Monday and then that response will be telling you to go to http://support.z8games.com, which then takes another 1-3 business days to get a response. So something you could have had fixed a lot sooner now takes a longer time.

Raging also rarely helps solve an issue. Sending a PM or support ticket or forum post saying "Give me my ZP" doesn't actually help solve anything. Even for the basic principle that you may have 6 alternate accounts and we can't tell which one of your accounts you are talking about. So make sure that if you don't want to go back and forth with the customer support team for 6 days to include as much information in the initial ticket as possible.

I understand players can be frustrated easy, but understand what we have to deal with and the amount we deal with. All it takes is a little planning and a simple but clear message to our support team to help you handle your issue as fast as possible.

And please don't bother posting these issues on the forums, or to a GM.