Technical support

18 Replies
User
4 April, 2019, 12:30 PM UTC

i have a question for moderation team, cm or tech support, who ever sees it first.

I know moderation team are volunteers and have real life, so they can not (and have no obligation) check all the time forum


 cm and tech support are paid positions, one may think that they should check often... but


CM told us he is cm from all parium games forums, thats lots of forum so he says he can not check forum more than twice or once per week and give the standard answer that we guess must give in all forums.... also it means his knowledge of game will not be as complete as the one of the users here, more reason to listen, and not just pass the info, explain to devs what they do wrong, because we users are more experts due the hours we spend that those that dont really play....


After a month of not seeing Agent helga (technical support) in the forum, i wonder if she is also the technical support of all plaroum games, what would explain that her answers are just answers to pass the problem always blaming players instead of looking whats the problem....



question: Could you confirm if plarium has only one person to check all bugs in forums or if each game has its own tech support?


Trust is like a mirror, you can fix it if it's broken, but you can still see the crack in that ********* reflection.'
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User
4 April, 2019, 12:38 PM UTC

can i ask if this info that i have seen in other plarium game forum is true?


"Facebook shut down their bug report and suggestions section and direct their players here

The Helpdesk also sends players here"

Trust is like a mirror, you can fix it if it's broken, but you can still see the crack in that ********* reflection.'
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User
5 April, 2019, 4:03 AM UTC

I am also be very interested to see the answer to these questions.

Is the sparta game being abandoned by tech support and the forum staff / community manager?


We used to have support in this game, we used to have the weekly ask a dev question and answer hour, it does feel like the game is being abandoned by palarium.


Any information would be appreciated.


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Community Manager
5 April, 2019, 9:12 AM UTC

Hi, guys! Thank you for your questions. Unfortunately, I won't be able to share the information in request since it's internal information. We have two separate teams - support and community. The working tasks are distributed among team members according to a special system but I can't disclose any details. 

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User
5 April, 2019, 11:47 AM UTC

you already said you were the cm for all games, so that not internal info


also there is only one person answering all bugs in all game forums, so that should not be internal info... it is actually very public


why can you not answer this question? i think it is important to know, so we can understand the quality of service we receive...


Is there anything to hide in something you made public? (dealing support in an open forum)


Could you please let us know how many servers have support here in the forum, at least in sparta? (that should be public info, not secret)
Trust is like a mirror, you can fix it if it's broken, but you can still see the crack in that ********* reflection.'
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User
5 April, 2019, 12:09 PM UTC

Boris Shevchenko said:


Hi, guys! Thank you for your questions. Unfortunately, I won't be able to share the information in request since it's internal information. We have two separate teams - support and community. The working tasks are distributed among team members according to a special system but I can't disclose any details. 

I would like you to see the info as what it is, we are helping you and plarium, showing you a problem that you can improve to give a better service to users... we are here telling you that something is not working properly, there is a lack that you can pass this info to improve it.... we are not enemies, you are here to help us and we are here to help you improve the service! because as your name says you are a community manager not police of forums


stormfall browser (how many servers have stormfall, does anyone know?): 


Nords :



soldiers: (please tell agent helga she has not been there for longer than a month, pages and pages of bugs.... not answered



pirates seems to be dealt by a very active moderator and you boris: (did not see tech agent answering in the last months)



total domination: (also tell her to check unanswered posts)



I will not talk about the forum of the mobile games, as their forums are even more abandoned thant he browsers ones...


but as far as i read fb plarium games tech service is here in the forum, so is not onlt .com servers also the fb servers....

That's a lot, users we should not suffer for this lack of personal... also one person cannot be a expert in all games, now i understand her answers always blaming us, because there is no time to learn all games to understand all bugs... and to read and answer all them

Why plarium does nto provide back  a more thorough technical service? (this is not a critic to the actual agent, knowing this is understandable than she cna not be everywhere and if she goes on holidays noone substitutes her (i assume that why in march she did nto wrote in any forum)



We are here to help improve the service given, this infor is public and does nto break any rule.

Trust is like a mirror, you can fix it if it's broken, but you can still see the crack in that ********* reflection.'
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Community Manager
9 April, 2019, 9:45 AM UTC

Thank you for your help. You're a very active player in the game and on the game forum. 


We're trying to do our best in order to keep the performance of this game on its highest level. Also, we constantly report in-game bugs to devs. Unfortunately, some of them cannot be fixed by one magic click and devs need some time to prepare a fix. 


I hope for your understanding. 

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User
9 April, 2019, 1:07 PM UTC

nobody ask for a magic wand, there are things not sorted since january 2018 that were reported as adding friends from app or sending links to friends from app, and your devs are working hard on it since them


but please answer my question, is it true that there is only one active agent for all palrium games as the fact make us think?


Just because you ignore my questions or posts saying fancy words that help nothing and changing subject the problem is still there... showing a lack of interest on what we have to say or to users in general
Trust is like a mirror, you can fix it if it's broken, but you can still see the crack in that ********* reflection.'
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Community Manager
11 April, 2019, 10:15 AM UTC

As I mentioned above, I can't disclose this information. 


Hope for your understanding. 
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User
12 April, 2019, 9:25 PM UTC

and i guess you have a problem understanding my english?


Again, this is public info, you are not disclosing anything, just confirming  what it is already public


or have you orders to hide the information that there is only one person dealing tech support of all games in plarium in all servers / plataforms?


don't you think you are making a bigger problem hiding what is of open to public, recognising that it is not good or correct for the company the fact that there is oly one cm and one tech support for all plarium games?
Trust is like a mirror, you can fix it if it's broken, but you can still see the crack in that ********* reflection.'
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Community Manager
16 April, 2019, 10:03 AM UTC
hijadelafortuna T.I.A. said:

and i guess you have a problem understanding my english?


Again, this is public info, you are not disclosing anything, just confirming  what it is already public


or have you orders to hide the information that there is only one person dealing tech support of all games in plarium in all servers / plataforms?


don't you think you are making a bigger problem hiding what is of open to public, recognising that it is not good or correct for the company the fact that there is oly one cm and one tech support for all plarium games?
I've already answered your question. Wish you luck in the game!
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User
19 April, 2019, 4:56 PM UTC

I guess that is our answer.


Boris is the CM for the entire forums - across all games ... there is only one person taking care of bugs - across all games.


We will have to wait months and months for a reply to issues.

Boris and Helga will not answer questions or assist players.


It seems like palarium has cut the staff to nothing at all.

It also makes me wonder how many devs there are still working for the company ... perhaps there are no people left for boris to report bugs to?


Truly sounds like Palarium are pulling the plug and ending the game ... Boris is making sure he does not tell us otherwise.
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User
19 April, 2019, 8:46 PM UTC
Boris Shevchenko said:


I've already answered your question. Wish you luck in the game!
you haven't, you did avoid answering as you do always.
Trust is like a mirror, you can fix it if it's broken, but you can still see the crack in that ********* reflection.'
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User
19 April, 2019, 8:47 PM UTC
Fortress said:



Truly sounds like Palarium are pulling the plug and ending the game ... Boris is making sure he does not tell us otherwise.
i wish they were honest, instead of lying to our faces in this matter
Trust is like a mirror, you can fix it if it's broken, but you can still see the crack in that ********* reflection.'
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User
29 April, 2019, 12:29 PM UTC
Hey, I am not sure where to ask, or complain, but I cannot get my rewards from tourneys on some of them.  The screen will not show the lower part of the window and your updates have broken it.  I was able to move my mouse to the bottom and the screen would roll up so I could get to the accept button, but now it is below the horizon and nothing I do can get me to the button to accept the rewards.  Yes, I have tried it in full-screen and window modes.  This sucks.  You need to either get a button up higher, or fix this scrolling issue.  Or I will quit these games.  
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User
29 April, 2019, 4:26 PM UTC

Tripod said:


Hey, I am not sure where to ask, or complain, but I cannot get my rewards from tourneys on some of them.  The screen will not show the lower part of the window and your updates have broken it.  I was able to move my mouse to the bottom and the screen would roll up so I could get to the accept button, but now it is below the horizon and nothing I do can get me to the button to accept the rewards.  Yes, I have tried it in full-screen and window modes.  This sucks.  You need to either get a button up higher, or fix this scrolling issue.  Or I will quit these games.  

it happened to me,try full-screen,then put back to window mode and try,you should see top of reward button,or activate auto-hide taskbar in windows,or if you play on facebook server,try to scroll-out on max and then with pointer move slider up,on your right side all the way right.i think one of those may help you,if you play on plarium app,logoff and login on browser,chrome or what you use,it should work normal there


Tonaya 
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User
30 April, 2019, 6:17 AM UTC

tripod & tonaya, it happens on web browser and app, they know that. but their answer is change the zoom. as usual their solution is to throw balls away, instead of trying to resolve a matter and own their own errors



Trust is like a mirror, you can fix it if it's broken, but you can still see the crack in that ********* reflection.'
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User
6 May, 2019, 8:54 PM UTC

its happening again with no presence of anyone of plarium (apart of elias that tries always hsi best) for over a week, what kind of technical support are we supposed to receive?


i even have not seen boris for over a week (not that it is important or we miss him much as his answers are empty of meaning with the only purpose of shutting up us and make look plarium like a dictature...


but tech support yes... specially as they introduced a beta app that does not work and we have no support... (or there is but they don't bother to write in forum to help users)
Trust is like a mirror, you can fix it if it's broken, but you can still see the crack in that ********* reflection.'
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Moderator
6 May, 2019, 9:04 PM UTC

Hi friends.

In Plarium there are also holiday times ;) and Borys in that was, we already have working hard to recover and in a few days we expect answers. The developers then .....


En Plarium tambien existen los tiempos de vacaciones ;) y Borys en eso andaba, ya lo tenemos trabajando a tope para recuperar y en unos dias se esperan respuestas. Los desarrolladores pues .....

siempre pensando
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