I have a question for you all.
I have been given the chance to interview an Ex-GM for Nexon, and want to know what you all would like to ask them.
The GM has told me he will answer any questions that I can give him, so fire away!
Before reading these, please remember that I am just the messenger. These are not my questions, and these are not my answers.
As a GM, do you believe there was an easier way to catch hackers that you were not already using?
There were plenty of ways to catch hackers, the problem was having video evidence to prove it. That, and anyone who used Paypal to pay for NX was basically "off limits" for banning because of Paypal's dispute methods. If we banned them, most players could alert Paypal and request a refund, and then Nexon would lose that money. Money was more important than banning hackers.
Why did you decide to leave Nexon? How long ago was it that you left? What was it like working in an environment like Nexon's?
My job was outsourced. The coworkers were great, but higher up had ridiculous expectations about what needed to be done and the reality of what we were able to do. Customer service tickets were a nightmare and we weren't allowed to acknowledge errors or exploits in responding to them. Many player accounts were legitimately compromised but we couldn't admit to that, so we ignored hundreds of requests from lower-level players that didn't spend as much money on NX because our priority was players who spent hundreds of dollars per month.
What is the exact "workflow" when dealing with player reports. How large is the backlog?
Look at a ticket and see if we could help them. Most of the time, we couldn't because they didn't have their password, birthdate, or other relevant information. Most claims of "hacking" or compromised accounts were ignored because we had no way of proving anything they said had happened. The backlog hovered around 1000 tickets, but would skyrocket over weekends. I remember 2500 being routine on some Mondays.
Have you ever played as a non-GM character, and attempted to blend in with normal players? Was this a strategy some used to see what normal players see ingame?
As a GM, we can wander around and see everything, you just can't see us. There was never a need to be a nonGM character. I hated playing because a lot of players are plantains to complete noob players. When I made my first character, I stopped playing because it wasn't fun being bullied by higher level characters.
What was your basic time distribution between banning hackers, community events, feedback, etc? How much evidence is taken before anything is done to a hacker/glitcher/abuser?
Different GMs had different priorities. I would be on ban for the most part with several others solely on tickets. Unless there was a significant backlog, we each stuck to out assigned task. Community events involved pretty much every GM just having fun- everything else was backburned for a day or so. We had different punishments for different rule breaks, so evidence was however much you needed to prove they did something wrong. Sometimes evidence would be gathered and multiple violations would be longer bans. It just depended on what we saw you do.
In your opinion, is Nexon doing enough to stop hackers from unfairly benefiting from them?
Yes, they try to keep up the best they can. The problem is the policies that we have to follow are horrendous. Having to give back legitimately stolen items is a HUGE DEAL and has to be approved by Korea first, and when you have hundreds of them come up out of nowhere, it creates a waitlist that we have to go through and verify everything for. They didn't have a streamlined process for this, or an established protocol, so there was a significant amount of "what are we supposed to do?" being asked from the GMs going up through the corporate tower.
Are you NXJoeW? Did you know NXJoeW? Is Hime a nice person to work with?
No idea who that is.
Cake or Pie?
The cake is a lie.
While you were a GM, were you aware of the current state of the game?
I was aware of most problems and did not care about the game/story/community itself. I was focused on banning and that was it.
Did you only work on Maplestory? If not, what other games did you have to moderate?
I banned across all games.
Did you play Maplestory before becoming a GM? After?
I never played until working at Nexon, and while I found the concept fun, the community was WAY TOO LARGE for what Maplestory was originally designed for. That became obvious early on. Most players were arrogant and I didn't enjoy playing it so I never kept my character. We were given a 30k NX allowance every month and I was so sick of working that playing any Nexon game was no longer fun so I wouldn't even use the free NX.
Is there any language barrier with upper management?
Not at Nexon America. They're all fluent in English and most born in America. The problem was always expressing the issues from Nexon America back to Korea- different country, different problems.
What were you duties outside of the game?
What were your wages like? Any benefits?
Low. $9 or $10 /hour was common. Benefits weren't great- the best was the $1 bending machine with Monsters and Red Bulls. The holiday parties were also amazing, and free lunch Fridays, but that was about it.
Do you know if any Nexon employees actually read fan forums?
Yes, some did. I didn't.
How many GM's were employed when you worked there?
Approximately 30, at least around my department. Most were never in-game or had zero player contact.
When do they typically work? Are they hard at work usually?
Typical shift was 9-6 or 10-7, with a few people on graveyard shift.
Was there any more difficult part of Maplestory to manage than others?
Tickets were always the worst part of the game, since most were incomprehensible, the majority of those that were we couldn't do anything for, and those with legitimate issues were pomegranate out of luck for the most part. If we could roll back your account, we would have, but none of us had that power.
To your knowledge, if the GMS community was against a certain update from KMS, did NexonAM even care?
We were only concerned with money. If it was going to make the company more money, none of our concerns mattered.
Do accounts to spend large amounts of NX have any special benefits when it comes to the ticketing system or otherwise?
Yes, we handle these tickets with priority compared to other players who spend less NX.
Have you ever talked to or met someone from another branch of Nexon? (Korea, Japan, China, Etc?)
Yes, and I was basically ignored.
Do you believe Nexon to be a money hungry company, or a company that actually cares about its players?
Money is priority, easily. The GMs care about players but corporate cares about money.
Is the working environment as nice? (building, small perks, etc) What was your favorite part about working there?
There were two buildings I worked at, Koreatown and El Segundo. The commute to Koreatown was easy but El Segundo was a nightmare. The stress of work wasn't offset by perks I listed earlier. Lunch was probably the best part of my days there.
Did you meet any good contacts there?
A lot of great people.
Would you suggest a Nexon game to a friend?
Don't shoot the messenger. These answers are quite harsh, but I will not reveal who I was speaking with. Thank you.