Any interest in this?
Welcome to the forums @Sorellinator!
I do understand your frustration. As someone who does work on Zendesk tickets frequently, this is a sentiment that I am all too familiar with. A lot of players think the turnaround time on Zendesk tickets is too slow. We have taken steps to improve ticket response times. This includes new hires. But it’s not as easy as just sitting a body in a chair and telling them to go. It’s going to take time to train new support staff and for them to establish a good workflow. All we can do is ask for your patience on that front.
It’s not entirely true that building infractions are easy or fast to deal with. Some of the speed at which these issues are solved depends on the clarity of the evidence provided. A screenshot of the map pinpointing the location of the infraction is incredibly helpful, and will do wonders for accelerating an investigation. But many players don’t bother to include this in their reports. We then have to ask them for that information and this just adds unnecessary time to the resolution.
Dont forget to teach common sense to the new hires, as well as the old ones.
Since you work on tickets, could I get your honest opinion. Do you think people who use exploits (building in the sky, undermeshing, duping, speed hacks etc) deserve a shorter 2 week ban compared to people who get banned for 1 month for “land claim” abuse (this includes bridges over water NOT spam)?
Is this exclusive to Zendesk? Or will there be moderation beyond it?
Our internal documentation does offer our staff guidelines for how to handle each specific exploit. In general, the more severe or impactful they are to the server, the greater our response will be.
Land claim abuse does not get a 1 month suspension for first offense. That would have been the 2nd offense. I’d also point out that “speed hacking” is generally not considered an exploit but a hack, which has even harsher penalties.
I think there is room for greater leniency for some cases. It is something we consider internally all the time.
Hope I’ve gotten to the heart of your question. I’m kind of just reacting to everything you said on the spot.
We only address issues on Funcom’s Official Servers.
Owners of private servers are allowed to enforce any rules they wish.
You did, Im happy to see your response.
I can also tell you, its incorrect. My first and only ban for “land claim” started between then night of October 22 ( last time I was on) and October 24 (notice of ban). The ban is until November 18th. Pretty darn close to 30 days (27-29 depending on the start)
The reply from my appeal Zendesk was an automated response saying temporary bans are not negotiable.
Thanks for your reply, and apologies if I was unclear. Basically what I am asking is if there will be active moderation on official servers and not just reliance on Zendesk > wait for review > then action
Appreciate your attention to this post
Don’t play much on official at the moment but we do to tempting to cheat on our private server’s. Its their use me use me. Slapping hands didn’t hurt that much. LOL @Umborls
I think that the people who intentionally do malicious things either to gain advantages or to purposely ruin other people’s games should be permanently banned, period… whether it’s an exploit a hack or anything.
Building offenses on the other hand should be investigated and yet again judged by their maliciousness.
For example if someone just stuffs a bunch of pointless torches in a building with the sole purpose of lagging out people passing by, that yet again should be perma-ban on the first go, no questions asked.
But if someone has an actual building that has a purpose but it’s a bit too large… that’s the point where they should communicate more and be more lenient and ask them to downsize first via a warning - explain the issue itself.
(I believe they already have such distinctions through those internal guidelines, they’re just lacking the communication part and the leniency when it’s clearly not malicious, someone just got a bit carried away and would probably downsize of their own will if they knew it’s bothering someone or causing issues).
Why so harsh you wonder? Because I don’t think it’s harsh… While if this was some active paid subscription then you’d have some “right” to negotiate and they’d probably have to be more lenient with you (even if they know you were a bit of an a-hole ), it is not a service though… and you’re only getting banned from the free Funcom servers, not from the game you bought - which you are free to continually use on other servers. So it’s not like world of warcraft suspending your account and preventing you from playing for example, it’s just them saying (like any other private server owner could) that they don’t want you on their servers.
As for @Umborls , I’m surprised they addressed this as I would avoid such a “fishing” question from a mile away in their place It’s never good for them to express personal opinions as they might get lynched for it in another thread 5 months from now or someone taking what they say out of context and claiming they “promised” changes.
Anyway, I’m not trying to be harsh here like I said… I just think that if people can’t have a nice spirit of competition and any sense of fairness then that’s not really the people we should be collecting. And I am aware how far away we are already from that…
(Edit: just to clarify whenever I say “you” I mean the generalization and not you personally ofc!)
As someone in the same field, i understand completely.
Ive actually got another target unfortunately, but i want to see if i can get a hold of the offender before i report them.
I have little trust or expectation that things will change, we have heard the same song and dance for a while now. But that said I do wish you the best in your efforts and thank you for sticking with it.
Hello and thanks for the reply. As proof I sent everything: screenshots of the bases, of the point on the map, of how the main way to reach sepermeru passing through the initial area has been blocked, and how such a thing was done even in the jungle. I don’t really care about the huge base, I can be patient and wait for support, but it really annoys me that these players have blocked the way, they are playing dirty and they are ruining the game experience of the whole server. Why can they do what they want and we have to submit? And even if I decide to trust you and wait, do I have the certainty that they will be banned and that I will not receive a response like the one the previous user received?
I would really like to trust you because conan exiles despite the bugs and all the downsides, it remains one of the best online games I have ever played. So I ask you please not to abandon us, the game deserves a lot, don’t let it die.
Uh, how is that possible? Do you mean the path that goes past the Dregs Dungeon, south of the Undead City towards Sepermeru? Becuase that cannot be blocked since the UC is a no build zone. You could just go around it.
I am dealing with near the exact same situation and the same waiting times and understand the frustration, they just build more and more wherever we raid them out not cleaning up after themselves there is a shack every 20 feet in brimlake and they love to brag about their infinite resources in global.
I have sent 12 emails with further additional evidence, including the offenders in question bragging about their infractions and how they wont get banned, I was told this would be investigated 4 days ago and heard nothing back since.
meanwhile I still have to deal with these obnoxious offenders that talk in all caps, build more garbage, taking up more spots, brag in global about their infractions, build shacks every 10 feet in brimlake they always want to pvp noobs then run inside to store loot, if we try and fight them they run inside.
I am finding funcoms lack of communication and speed frustrating, and I no doubt have a new hire on this case given their name, I feel I am putting in too much work into this report and not even a automated response that my additional information is being looked at.
Yeah I reported these cheats a week ago … I am now wiped and my friends are over it.
I think this it for me.
I can’t bother with seemingly doing Funcoms work for them anymore.
This isn’t the reality tho is it? Whatever staff do there amazes me, innocent people get banned left right and center just for getting mass reported, and if the staff even checked the mass report they would realize what’s going on. Just listen to the community, you seem to be more understanding than the other “community helpers” but let’s stop fooling ourselves, we all know if its a money problem they will answer in minutes, anything… Well you base will decay before u get a reply or the hackers have already wiped the server you built up on, any post, comment anything addressing what I just said gets insta removed, so you guys know what going on and decide to ingore it… That says alot
No, I think that part is backwards… It’s been stated a million times that the forums are NOT the place to discuss LIVE DATA on official servers… it’s a place to discuss generalized theories, bug reports, game related stuff… based on which game development can take place.
So if you have a complaint about the mechanics of things, like for example the fact that there isn’t offline protection for raiding… then this is the right place… and as you can see that does NOT get removed…
However if you have a problem with who did what on which server and how you lost stuff on an official server… this is simply NOT the place for it… I don’t get why that’s so hard to understand… it’s like you going into mcdonalds and demanding that they sell you plumbing equipment…
The staff here doesn’t even have the tools to deal with most of that with a few exceptions like in this thread.
Bottom line… if you have a problem with official server data, like who raided who and why did you get banned or why didn’t you… then you need to go to Zendesk… and Zendesk is the ONLY tool you have for that… whether you like their reaction time and reply or not… Naming and shaming or kicking up the dust here does not help, it will only make your posts hidden like you yourself said.
I hope that’s clear enough now, good luck thou!