Can we have more clarification please on member status and help received


#1

I only stumbled upon this by chance, and for risk of it falling un-noticed by some i thought i would ask a few questions on this.

  1. where can i get a full, comprehensive list of the things you will and won’t deal with as regards being a paid member and non paid member that financially supports?

  2. How long do you have to be a paid member for to receive help of any kind?

  3. What constitutes as a paid member that financially supports - i.e Is a GM account a paid member or not?

  4. If one requires assistance with say, an item that has been deleted by accident and requires assistance but is a non paid member - can they or do they have to pay for a sub before help is offered to the individual?

I’m sure others will have questions and concerns over this or would even like to discuss the matter


#2

Yup, posting it in the “Announcements” category was an excellent stealth tactic :stuck_out_tongue:

There may not yet be a comprehensive list, it may be that the list is not made public. Lists are something which are often avoided, because then some smart alec comes along and says “well this isn’t on the list…”. It’s easier to avoid that by not releasing everything into the public domain until needed.


#3

I’m rather curious about definition of active supportive player. Like, there are DLCs in game, there are aurum to buy, and then there’s patron. Can you get only one of this or need specifically еhe third point (being patron) to receive certain help. :thinking: Or first two are fine but there’s some timeout after which a person won’t be considered actively supportive anymore. I see a point in that decision but some clarification is needed.
Like, if I bought things before and now I messed up and need help with that lost item, should I open petition, what kind of answer I’ll get (sorry, your last payment was too long ago, can’t help you?). I’m now legitimately curious.


#4

I think making the game’s monetization more customer friendly (e.g. by actually being alt-friendly, with everything from account bank to account-wide cosmetics purchases to making agent booster drops account instead of character bound), i.e. making it easier for more people to happily financially support the game, would be a a far superior approach than what imo feels like a somewhat heavy-handed attempt to force monetization through limiting CS.


#5

I would assume they separate it like this:

If it prevents progress or severely impacts the game experience - assistance for all members

If it doesn’t affect progression or is a QoL issue - assistance for paid members only.

But in answer to the other questions, I’m not sure. I would additionally add - if you have subscribed to Patron but cancelled it, do you still count as someone who supports the game? What if the subscription ends between asking for help and receiving an answer?


#6

My assumption would be that the patron status determines if you’re regarded as a paying player. I’d also expect that if you submitted a petition as a patron but then lapsed, that the ticket would still be regarded as being submitted by a patron.


#7

I agree that further clarification is needed. I also think that it is completely unacceptable for Funcom to refuse customer service for bugs of their own making (items getting stuck in the mail), especially with no advance warning or grace period.

I suppose if you they wanted to be fair about it, GM status wouldn’t automatically count as “actively supporting” the game. GMs’ patron status was inherited from TSW. No GM has ever had to pay for patron in SWL. So the definition of an “actively supporting” player would have to be something along the lines of “has paid for an SWL patron membership that is currently active or made a real-money purchase (aurum, CE, etc) within the past xx days”.

But I’m sure many GMs will be readying their torches and pitchforks in disagreement. :wink:


#8

I myself am not a GM account and GM accounts who do not buy aurum or subscription or buy anything can sound like not actively supporting their games financially.
I have only just subbed recently again and I have paid a lot of money to Funcom in the past.
I am not sure what would class as supporting their games financially. Like does it mean - at all? Only once?
How much counts as enough payment?
Do previous subs count as “Financially supporting you?”
Does is it have to be current patron status or any purchase?
Does it have to be active ongoing payments?
Where does a GM account that doesn’t currently pay anything at all, stand with this?
What classes as a valid purchase and is there a time frame with that purchase ?
Will this also be added to the patron benefits info?

It’s all rather vague.


#9

I don’t trust that. There should be a list of help that is on offer to the non paying players and help available to the paid players.
They saw fit to give examples and they saw fit to differentiate.
They should clarify so there is no blurred lines, clear answers and no worry that someone won’t just say “we don’t offer that kind of help to you” because we can’t go check if that kind of help should have been available.

(Also when I said by chance, my bookmark for this forum is on my top tab in chrome and it goes direct to the general discussion page - this topic amongst others doesn’t show because of where they are posted)


#10

I have to give FC credit. Monetizing support for a F2P game is an ingenious idea. :rofl:

(NB: Comment made mostly in jest)


#11

If it works the same as in other games with similar provisions, then those who count as paying players are those with an active subscription, and those who have been subscribed or spent money within the last 30 days.
I would expect something like that to apply here too, but I agree that this is something that requires clarification.