Nexon's costumer service and community relationship.
Disclaimer : This is purely my opinion and the opinion of my alliance member [Forgive grammatical and bad English]
As we all know its been quite a long year for Nexon so far. There has been numerous hacks and DDoS sessions that has impacted many of its players.
Although there has been public service messages about the duping and DDoS before, the problems has never been solved. Leaving duped items in the Free Market then deleting hard earned items from its players without any sort of reimbursements is a slap in the face. I've personally tried logging tickets and live chats for issues in the past I've been through almost 10 rollbacks and many other issues in which I've lost items but never has it been acknowledged. I don't blame the customer service team because they are following orders from the CEO or Director. But I believe after all these years they should not be targeting their paying and loyal customers.
Here is a quote from one my alliance member, Scholtex999 that I would like to share with the community of this forums:
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Here is my informal opinion about Nexon's duping incident and deletion of equipment. It's long so I warned you.
Did Nexon made the right choice for duping incident?
Overall I think Nexon have leaded the wrong way in poor time manner and their plan B method only resolved one problem leaving the rest remain unsolved.
The first problem is Game Masters do not understand what is happening in MapleStory as much as we do. They are probably on the same boat as average maplers but when it comes down to elite players, we are distressed how much they don’t care. It’s either not caring at all or resolving so bad it did absolutely nothing.
One of examples is Harrisonized’s expired overall. They said it was visual glitch but when his overall really expired they gave him horrible compensation. I can’t believe they don’t know what it would take to scroll equipment. Dumb GMs and dumb compensation, it did nothing to fix his issue. Another example is holding HT cave & sign up glitch. They did nothing for 4 and 2 years respectively such that their solution was a matter of fluke from KMS update. Too bad cHT still stinks.
I don’t know why I used old examples, why don’t I use recent examples in depth? BECAUSE THEY NEVER LEARNT THEIR LESSON! I can give out today’s example like, what is taking so long for Nexon to figure out how to fix the so-popular no delay hack that lasted over a year?
If they don’t understand what is going on in Maple right now, they wouldn’t even aware there was duping going on until we cry like babies infront of Nexon. Monitoring the game? I don’t think so, or GMs did so little I don’t notice a thing.
Time management is also another problem. I think that was the first reason for us to tease Nexon about back in old times when they announce server check times then they always extend, yep.
Actually, time management relates to first problem; if they don’t know what’s going on, or even when they claim they do, they still don’t respond immediately and leaving chaos to worsen. During Dec 9th duping, it took them approximately 18 hours to close the game down. That is actually too long. They should be fully aware something was fishy going on within first hour then they could’ve closed the game down right away. If they needed to rollback it wouldn’t impact as much for whole players because it would only be about few hours backwards instead of 18 hours. Normal players don’t know what’s going on and they do whatever their own business. Of course they are hurt they lost their time and effort mainly because Nexon don’t respond immediately.
And now let’s discuss about New Year incident.
When duping struck again, time management was poorer; I estimate it took them 30 hours to respond but although I can be understandable if it was during New Years and Nexon’s staffs needed a break. Unfortunately, it looked like as if higher degree staffs were taking a break and dumber staffs were looking after the game. Why didn’t Nexon had the ability to shut down the game when duping happened? They only disabled shop permits from cash shop which wouldn’t do anything to solve duping. My idea they would’ve done is to stop the game immediately, take their time to call dumber staffs over to resolve duping problems, and rollback couple of hours.
But when the game finally closed down and went back up later, their solution was to not rollback. That hurt me so much. Their excuse was to not affect all players and we were the only 2-3% population of it. Okay Nexon, like I said it wouldn’t hurt everyone if they would’ve took the game down as soon as possible but because of poor time management and dumb GMs were unaware of duping, I agree it would hurt them.
The story isn’t over though. When they didn’t decide to rollback, multiple effects have occurred. There are hackers that successfully got away with mesos and would be able to sell for money, which therefore they have won the game. If Nexon chose to rollback, their mesos would be rollbacked too and they wouldn’t be able to sell for money, but it would be more efficient if they stop the game earlier.
There are people that are rightfully or wrongfully, hellbanned or not. Nexon have either made innocent players unable to play their game properly or letting some people & hackers running away with it. Of course in that time people were frustrated during their hellban; I know some people weren’t logged in and still hellbanned, but… none of these would happen if (repeating again) Nexon close the game as soon as possible.
Now onto the final act during Jan 16 server check. They decided to wipe out all unfair equipment, and I would say it could be the right thing to do if only Nexon gave out proper compensation. But we get nothing.
I am one of the victims that have all three Tyrant equipment deleted. I would be happy enough if Nexon compensate with clean Tyrant equipment and if they are nice enough, they could throw us some superior shield scrolls, 5 star AEEs and normal AEEs. If Nexon have the ability to check out our Tyrant equipment before and after New Year period, why couldn’t they revert the stats back to where they were?
Their decision for now to not give us anything has left me devastated. Back then it cost a lot of mesos, NX and huge effort to succeed scrolling Tyrant equipment. Their decision of not refunded us back with anything have made me feel robbed in real life and doesn’t show any appreciation of people spending NX for them. Basically of all the NX spent from us, Nexon using our wallet to help average maplers that usually DOESN’T spend money and, to average maplers, never say we deserved to get our gears deleted and say you have no sympathy. We spend money for you to play Maple for free and then you treated us like crap. Sure we made mistakes and took our risk of buying duped AEEs for tyrant equipment, but at least have SOME sympathy and ask Nexon to reimburse us at least clean Tyrant equipment because no one wants to get robbed by Nexon.
So, there’s my input of Nexon’s wrong choices. No wonder I was so upset I had to take a break of training. If any of supporters wanted me to continue training, in return I have to support Nexon too, but for now I’m temporarily not supporting Nexon anymore.
TL;DR. Nexon made the wrong choice coping with duping incident during New Years due to two reasons: poor time management and dumb GMs.
I'm frustrated that they didn't compensate people who got their equipment deleted.
This is merely my way of digressing and to read about other people's post on how they have been coping with the recent server check issues.
Re: Nexon's costumer service and community relationship.
I think Nexon had good intentions in mind, even though they didn't make the best decision probably. A large portion of the community was unaffected, but the people who were affected were largely paying customers or hackers.
I think Nexon is working on their customer support though, and it definitely shows. While they still have a long way to go, I think it's worth noting that they've definitely improved a lot.
Re: Nexon's costumer service and community relationship.
Would be nice if you posted that on nexon's forums.
Re: Nexon's costumer service and community relationship.
There are far too many promises of redemption then there is action (which is shown to the public) Any game can have a number of problems, a lot can be caused by hackers and that's understandable but their response time isn't fast enough to prevent these problems from spreading.
Along with the fact they don't bother with their long term loyal customers, they would prefer to go out and try to reel in old players by giving them cs packages etc. (where is my prizes for being loyal to them?)
They're getting better but it's not noticeable enough for me personally.
Re: Nexon's costumer service and community relationship.
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Sure we made mistakes and took our risk of buying duped AEEs for tyrant equipment
Welp, there goes my sympathy.
Re: Nexon's costumer service and community relationship.
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Originally Posted by
blink182
There are far too many promises of redemption then there is action (which is shown to the public) Any game can have a number of problems, a lot can be caused by hackers and that's understandable but their response time isn't fast enough to prevent these problems from spreading.
Along with the fact they don't bother with their long term loyal customers, they would prefer to go out and try to reel in old players by giving them cs packages etc. (where is my prizes for being loyal to them?)
They're getting better but it's not noticeable enough for me personally.
I don't understand why you say there's no action, when I feel like I've been watching this "action" for the past month or two. And you're also saying they don't bother with their long term loyal customers... How? I don't understand where you're coming from honestly.
I've been playing since 2005, and I don't personally feel neglected by them.
Re: Nexon's costumer service and community relationship.
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Originally Posted by
Gymleaders
I don't understand why you say there's no action, when I feel like I've been watching this "action" for the past month or two. And you're also saying they don't bother with their long term loyal customers... How? I don't understand where you're coming from honestly.
I've been playing since 2005, and I don't personally feel neglected by them.
So you are saying just because you see this action and accept this petty "action" I should too? No thanks jeff
I've been playing since Beta and to me nothing has changed majorly, they have the same false promising attitude & piss poor customer service.
Re: Nexon's costumer service and community relationship.
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Originally Posted by
Words
Welp, there goes my sympathy.
Oh man, if they bought duped aaes knowing it, then they are at fault. I would sympathize more with people that had nothing to do with duped crap.
But still, really innocent people got stuff deleted so nexon is at fault too.
Re: Nexon's costumer service and community relationship.
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Originally Posted by
blink182
So you are saying just because you see this action and accept this petty "action" I should too? No thanks jeff
I've been playing since Beta and to me nothing has changed majorly, they have the same false promising attitude & piss poor customer service.
I agree nothing has changed majorly. It's not something that can be changed quickly by any means. They're obviously trying and working towards having better customer service.
Re: Nexon's costumer service and community relationship.
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Sure we made mistakes and took our risk of buying duped AEEs for tyrant equipment
As already stated in the thread, if this is true then I have no sympathy.
You knew the possible risk, and you took it anyways. It should be no surprise when it comes to Nexon that they do these type of things, and yet you willing put your account at risk.
Sure, there are a few innocent people I'm sure (@MarskmanBryan; etc,)...but overall I'm happy with Nexon's action.
Re: Nexon's costumer service and community relationship.
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Originally Posted by
icephoenix21
As already stated in the thread, if this is true then I have no sympathy.
You knew the possible risk, and you took it anyways. It should be no surprise when it comes to Nexon that they do these type of things, and yet you willing put your account at risk.
Sure, there are a few innocent people I'm sure (@MarskmanBryan; etc,)...but overall I'm happy with Nexon's action.
That's what makes the next sentence to the one I quoted worse.
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Sure we made mistakes and took our risk of buying duped AEEs for tyrant equipment, but at least have SOME sympathy and ask Nexon to reimburse us at least clean Tyrant equipment because no one wants to get robbed by Nexon.
It's hilarious.
Shame on them for presenting the whole thing as if they were victims.
Re: Nexon's costumer service and community relationship.
I bet other fan websites would be praising you for your preaching. Not here though, you bought something that was "stolen"(in this case duplicated), which in real life is against the law, and then upgrading it suddenly makes it a liability on your part?
None of that nonsense here.
Re: Nexon's costumer service and community relationship.
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Originally Posted by
KhainiWest
I bet other fan websites would be praising you for your preaching. Not here though, you bought something that was "stolen"(in this case duplicated), which in real life is against the law, and then upgrading it suddenly makes it a liability on your part?
None of that nonsense here.
Even basil was hating on people who used duped no-booms and laughing hard when the equips were deleted. If there's one thing that funded and unfunded people can agree to hate, it's someone who abuses an exploit and then gloats about how much stronger he became afterwards.
Re: Nexon's costumer service and community relationship.
Although you definitely bring up some good points, I'm inclined to give Nexon the benefit of the doubt. The fact that the dupe was made public on New Year's Eve proves that this was planned to some degree to impact Nexon and the MapleStory economy as severely as possible. Although it is true that certain professions do not get breaks for holidays (news, entertainment, public workers, etc.) I sincerely believe Nexon had left things on autopilot because of the holidays as nothing, to my knowledge at least, has ever occurred on New Year's or other holidays (other than 2x events failing).
Fool me once, shame on you. Fool me twice, shame on me. As cliché as it may sound, I think we should all give Nexon the benefit of the doubt. If this happens again on a holiday because of lack of staff, then we can plead incompetence.
As to the topic of the rollback - they were in between a rock and a hard place: rollback and anger the community with the possibility of having no impact anyway or remove the items and ban the violators as best they can. I wholeheartedly agree that they should spend more time getting to know their game and pursue preventative measures from exploits, hackers, and DDoS attacks. Still, it's understandable why Nexon is in this position.
As Min Kim (5toVe) has mentioned, he slept in a cardboard box in the office during the early days of GMS. When GMS was just beginning, it was clearly a much smaller operation and I assume everyone who worked there had to do multiple jobs in addition to policing the game as GM's and thus had to stay very involved with the community and what was going on as far as gameplay and player habits. Nexon America grew pretty quickly once the cash shop was released and with a larger team, lack of proactive, hands on leadership for years, and other bureaucratic nonsense it's very easy to see how things have deteriorated to this point. The great irony in it all is the MapleStory community is shrinking and players are quitting and moving to other games like League of Legends but the NxNa bureaucratic machine continues to trudge forward into the muddy abyss.
I don't really know enough about Nexon's other titles, but when the money stops flowing to Nexon Korea's satisfaction, I'm sure downsizing will be in order. The fact that they can't seem to keep a Community Manager for more than a few months (or weeks) and the ever-revolving-door of staff at Nexon proves that things do not look good for the company. Whether or not downsizing and humbling Nexon America (and Korea) will do anything beneficial for the game depends on who's left and how much they care about keeping it around instead of wringing out every last drop from this dying game.
It's also prudent to mention that the only thing keeping the game alive right now is the elite players, to be honest. And a lot of them are active members of the community. Those elite players will move to other games and get older and grow up. Nexon isn't really appealing to new players (that I can tell, at least) so that spells trouble for the future of the game.
The situation is tough, for sure, and I don't know how much longer we'll see a gradual decline. Right now, Nexon seems to be in the "bailing out" phase of this disaster of Titanic proportions (since Unleashed hell bans). My prediction is that this will continue for maybe a few more months or a year or so and then things will stop gradually declining and just drop suddenly off a cliff and that will be that. MapleStory 2 may help, but that's assuming they don't rush it out before its ready in North America and Europe to try and save what's left of their customers.
Re: Nexon's costumer service and community relationship.
The pomegranate people come up with to justify greed...
Nexon's costumer service and community relationship.
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Originally Posted by
Spiral
Although you definitely bring up some good points, I'm inclined to give Nexon the benefit of the doubt. The fact that the dupe was made public on New Year's Eve proves that this was planned to some degree to impact Nexon and the MapleStory economy as severely as possible. Although it is true that certain professions do not get breaks for holidays (news, entertainment, public workers, etc.) I sincerely believe Nexon had left things on autopilot because of the holidays as nothing, to my knowledge at least, has ever occurred on New Year's or other holidays (other than 2x events failing).
Nope. Dupes and exploits are always the most prevalent during the holidays. They are clearly brought out to do as much damage as possible and they come out every christmas/new years without fail for the last several years. Enough times to justify a team that has no plans being kept on with the authority to act during those days.
Re: Nexon's costumer service and community relationship.
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Originally Posted by
Takebacker
Nope. Dupes and exploits are always the most prevalent during the holidays. They are clearly brought out to do as much damage as possible and they come out every christmas/new years without fail for the last several years. Enough times to justify a team that has no plans being kept on with the authority to act during those days.
Really? Can you give me a rundown when this occurred? If so, it tells more about their inner workings than anything else, in my opinion.
Re: Nexon's costumer service and community relationship.
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Originally Posted by
Words
Welp, there goes my sympathy.
Unfortunately there are some people who thinks people who bought duped AEEs deserve no sympathy, and I can understand that.
I know there was risk involved, and I know I deserved losing whole Tyrant equipment. Even when I wanted one scroll to pass from 9 to 10th star, it is enough for Nexon to target and delete it. However I was hoping Nexon would be smarter and deal with this situation such that it wouldn't hurt people too much.
In the past when Nexon deleted 38 att VSS or 608 att ST, they replaced them with clean equipment at least, but now they didn't replace Tyrant equipment. That's all I'm asking; clean Tyrant equipment and I would be happy enough. I would scroll and cube all over again.
Re: Nexon's costumer service and community relationship.
Such bullpomegranate.
If you get caught with the hand in the cookie jar you get no friggin cookies.
Re: Nexon's costumer service and community relationship.
You should be grateful you didn't lose your entire account.