Jezebel said:

I can't seem to find a way to message Oberon anymore - is this not possible?

I have an issue that I did not receive satisfactory response to and I would like to address it.

Hello, Lady Jezebel!

Lord Oberon stopped replying via Private messages about 4-5 months ago :(

You need to send complaints to Support team as well: https://plariumsupport.zendesk.com/hc/en-us/requests/new

Jezebel said:

I can't seem to find a way to message Oberon anymore - is this not possible?

I have an issue that I did not receive satisfactory response to and I would like to address it.

Hello, Lady Jezebel!

Lord Oberon stopped replying via Private messages about 4-5 months ago :(

You need to send complaints to Support team as well: https://plariumsupport.zendesk.com/hc/en-us/requests/new

YES

And expect response after 3 months. With lots and lots of bias. No technical explanations, just plain copy and paste.

YES

And expect response after 3 months. With lots and lots of bias. No technical explanations, just plain copy and paste.

They are not a sensible route for an issue that is more complex that requires a dialogue. Plarium doesn't understand BG's for instance. 

djmoody said:

They are not a sensible route for an issue that is more complex that requires a dialogue. Plarium doesn't understand BG's for instance. 

i believe i read somewhere from a CM or Tech Agent or perhaps the tech support page itself that Tech support doesnt handle questions on BGs. 

djmoody said:

Surely the support team is there for issues that are essentially bugs and glitches. Technical issues that can be readily resolved if there was an error.

They are not a sensible route for an issue that is more complex that requires a dialogue. Plarium doesn't understand BG's for instance. I know that because I have a message (from support ironically) that states the mechanic that allows current BG tricking doesn't exist. I know it exists because I have produced billions of troops via it for myself and a lot of other people. But because many uniformed players complain about BG issues that doesn't exist, they just don't understand them, the the input from players that really do goes unheard as well.

How are we supposed to start a conversation that requires a dialogue?

Also it will be customer choice sometimes to want to have a public not a private conversation. That may be uncomfortable for Plarium but ultimately you shouldn't be afraid of it, because if you are right you have nothing to worry about and if you are wrong you are getting feedback that can help you fix real problems. Having the initial person's feedback is one thing, who knows whether they are right nor or not. Seeing a number of people from the community support the point gives you invaluable feedback in helping to validate the point and make it clear it should be addressed. So either way Plarium win.

You also cut down the number of tickets that way. Because for an issue that is resolved publicly, the word will get around the player base and similar tickets will stop being raised. It's like having an FAQ right.

Also there has to be a route to escalate beyond support if you are unhappy with the treatment of your issue. Support can't be policed by support right. That is clearly a recipe for disaster and zero improvement.

I would suggest a good review of how you interact with customers.

Ultimately we aren't the enemy. The Plarium approach of treating us as such is a large factor in why the games are dying. That and the pay to win greed but that is another story.

Hello Djmoody :)

Let's divide two roles for Plarium official representatives working on Forum:

1. Community Manager;

The main things CMs are doing on Forums are gathering feedback, discussing it with you, replying to any of your concerns, forwarding your feedback and suggestions to devs. 

If you want to discuss anything related to game mechanics, features or feelings you have about the game, you're welcome to post it in the Game discussion thread. Community managers will be happy to talk to you and have a public discussion you want to have.

2. Support team agents.

Their range of work on Forum is not so wide. They're here to work with real Bug Reports only. 

They won't discuss questions that are not Bugs as it's not their purpose of being present on Forum. If they do it, they won't have enough time to process all Bug reports and requests they receive via tickets.

You, as one of the eldest members of our community, know that Support team didn't work on Forums before. They started doing it about 6-7 months ago.  It was done exactly for the purpose of public reports on Bugs. So that when you open Bug report thread you could see what issue was reported already. And if you face the same issue, you wouldn't need to report it once again.

As you see, these two roles have absolutely different responsibilities. 

the forums are dead to me 

i may read them but the only things i will be interested in are things posted in the leagues thread 

game discussion thread - always the same

bug thread - players a blown off because "there are no known bugs" and everything is game related

suggestions? haven't really seen much transpire from that either

Jezebel said:

the forums are dead to me 

i may read them but the only things i will be interested in are things posted in the leagues thread 

game discussion thread - always the same

bug thread - players a blown off because "there are no known bugs" and everything is game related

suggestions? haven't really seen much transpire from that either

Hi !

Some members made some interesting guides too and posted in our forum. I'm sure some of them wake some interest from you :-)

Anyway, thanks for being here and for your feedback.

Best regards!

looks like the online chats have just been canceled.   lines of communication continue to close at plarium. 

IronApex said:

looks like the online chats have just been canceled.   lines of communication continue to close at plarium. 

Lord IronApex, as it was said in the post, they're not canceled completely, we just won't run them so often.

Plus, you always can post your question on Forum and it will be replied. The only difference is that it can be done not so fast as during online chat.

IronApex said:

looks like the online chats have just been canceled.   lines of communication continue to close at plarium. 

Lord IronApex, as it was said in the post, they're not canceled completely, we just won't run them so often.

Plus, you always can post your question on Forum and it will be replied. The only difference is that it can be done not so fast as during online chat.

can i just say with how the game is running  soon you will have more mods and cm than players ??????/

have you not seen how  dead the forums are now its even worse in the games !!!!

Elle 75th Rangers said:

can i just say with how the game is running  soon you will have more mods and cm than players ??????/

have you not seen how  dead the forums are now its even worse in the games !!!!

new owners might be upset to see how  bad this game has been run ????

Hello!

The number of players posting on Forum always was lower than the actual number of players in the game. As for the activity on Forum, we understand it goes lower as no new features are added to the game now.

Still, in the future devs plan to add new features present on FB servers to plarium.com servers as well. 

roadstar Pitbull said:

It also seems (maybe not), access to our support tickets has changed?

I don't recall jumping through so many hoops to find nothing...

It hasn't changed and you still need to contact Support team via this link: https://plariumsupport.zendesk.com/hc/en-us/requests/new

roadstar Pitbull said:

Alina Phoenix said:

roadstar Pitbull said:

It also seems (maybe not), access to our support tickets has changed?

I don't recall jumping through so many hoops to find nothing...

It hasn't changed and you still need to contact Support team via this link: https://plariumsupport.zendesk.com/hc/en-us/requests/new

Yes, I did remember where to find the hidden link to support. i have a ticket and wanted to check it for updates. We used to be to see all our tickets...

Yes, it was changed a long time ago. To track tickets, players had to log in to their Support account and correspondingly they had two ids: Plarium id and Support id. We received many complaints that players are mixing them up and there were too many accounts for them.