Estimated Completion time for all downtime please

[caitiff]

If you went to a movie theater and 1/4 times, the movie stopped playing in the middle, would you say: "oh, nothing mission critical about this" and forget it? I suspect you would find a different movie place to go to.

Doctor Z.

I would demand for my money back or some form of compensation. I am paying for a service to me and that is what I should get. This game is the same way and by reading the things that are posted about what they are obligated to do/say it does not seem like that is good customer service at all. They are supposed to be here to make us happy. Without us what they do is completely worthless cause i doubt they can do it all for free for their own viewing plessure I dont care if we get an exact time of when it will be up but they should say this is the problem (even if it be that they are looking for it and then tell us when they find it) and roughly how long it will take (short, long, day? u know some form of very vague estimate )

[aldrikoy]

Well, after reviewing the Announcements section I must admit they did give some estimates, altho not until the server had already been down over 3 hours for what was supposed to be a reboot. Still, it would have been nice to have been informed this was going to be more than a simple reboot when they figured that out, and somehow I doubt it took over 3 hours to figure that out. So I will only eat a few crumbs of humble pie.

[zukor]

Well, after reviewing the Announcements section I must admit they did give some estimates, altho not until the server had already been down over 3 hours for what was supposed to be a reboot. Still, it would have been nice to have been informed this was going to be more than a simple reboot when they figured that out, and somehow I doubt it took over 3 hours to figure that out. So I will only eat a few crumbs of humble pie.

Exactly. It was 2:41 AM EST when they finally said something (the thing went down around 11PM). By then most of us had long ago gone to sleep. The server came up about 30 minutes later (we still don't know the reason for the outage). That kind of announcement/estimate unfortunately is of very little use.

Doctor Z.

[zukor]

I would demand for my money back or some form of compensation. I am paying for a service to me and that is what I should get. This game is the same way and by reading the things that are posted about what they are obligated to do/say it does not seem like that is good customer service at all. They are supposed to be here to make us happy. Without us what they do is completely worthless cause i doubt they can do it all for free for their own viewing plessure I dont care if we get an exact time of when it will be up but they should say this is the problem (even if it be that they are looking for it and then tell us when they find it) and roughly how long it will take (short, long, day? u know some form of very vague estimate )

Thanks. I agree 100%.

Doctor Z.

[lyrah68]

Oddly enough, with my ODD schedule and lack of planning of play time, EVERYTIME I try to log in...by some extreme stroke of luck, I can log in. ATS AND NA servers.

I have been online once or twice and had to log out for a patch, but then it WAS time to log off for bed anyway.

I am very experienced with MOGs, and have found Ryzom to be responsive to players desires, MUCH more so than the average MOG, The CS response time is NOSE bleed fast (seconds not hours), the CS staff is respectful (even when they can't help you, they aren't RUDE about it), The LAG is rare and does not harm game play (I can name at LEAST two games that had game ENDING lag issues that were NEVER addressed, and Ryzom aint one of them).

I have noticed that the reporting to players is hit and miss, mostly due to the devs/techs working their fannies off to FIX it rather than report, THEN fix it.

If it genuinely took five hours to fix it, that sounds to me like a SERIOUS hardware failure, or a fix to an exploit, neither of which the CS or devs had complete control over. Think about it, if you have a tech fix something, do THEY give YOU an ETC? I have never had such a situation personally. In MY experience, hardware is fixed ASAP, but it is fixed...when it is fixed.

I have also found that if you bug the tech, LOL, they tend to either intentionally move slower, or get clutsy. SO, I tend to bring them their drink and step the HECK outta the way.

[lyrah68]

Compared to the movies, this is THE single cheepest form of entertainment short of watching TV. Think about it, mostly 24/7 access to a vast and changing world, if you aren't having fun...you aren't MAKING it fun. And for HOW much? About the same cost as a month of movie rentals from Netflix. And you don't even have to check the mail for this fun.

It seems that this generation has a HIGH demand from their money (even though most of us tend to burn through money like it grew from trees), and unrealistic expectations. I heard it said that this generation is the NOW generation, expecting to snap their fingers and POOF, everything they want NOW.

Reality is a part was likely BROKEN, and unlike EQ that can AFFORD multiple parts for speedy repairs (which I haven't seen them actually do, EQ downtimes are about as bad...or worse from my experience), Ryzom doesn't have the HUGE playerbase and massively multiple expansions to fuel their parts supply.

I would demand for my money back or some form of compensation. I am paying for a service to me and that is what I should get. This game is the same way and by reading the things that are posted about what they are obligated to do/say it does not seem like that is good customer service at all. They are supposed to be here to make us happy. Without us what they do is completely worthless cause i doubt they can do it all for free for their own viewing plessure I dont care if we get an exact time of when it will be up but they should say this is the problem (even if it be that they are looking for it and then tell us when they find it) and roughly how long it will take (short, long, day? u know some form of very vague estimate )

[zukor]

Compared to the movies, this is THE single cheepest form of entertainment short of watching TV. Think about it, mostly 24/7 access to a vast and changing world, if you aren't having fun...you aren't MAKING it fun. And for HOW much? About the same cost as a month of movie rentals from Netflix. And you don't even have to check the mail for this fun.

It seems that this generation has a HIGH demand from their money (even though most of us tend to burn through money like it grew from trees), and unrealistic expectations. I heard it said that this generation is the NOW generation, expecting to snap their fingers and POOF, everything they want NOW.

Reality is a part was likely BROKEN, and unlike EQ that can AFFORD multiple parts for speedy repairs (which I haven't seen them actually do, EQ downtimes are about as bad...or worse from my experience), Ryzom doesn't have the HUGE playerbase and massively multiple expansions to fuel their parts supply.

I think you're missing the point. No one said they should have been able to fix the problem in 5 minutes. All we were asking for, is that when they realized that more than a simple reboot was called for, they let us know that it would take awhile to fix. That way some of us could have gone to sleep, or done something else rather than hang around on the chat channel. I had led a new player some distance away from pyr, and wanted to lead her back, so I waited until I simply couldn't stay awake anymore. That could have been avoided.

I wouldn't over-generalize about generations. As a 46 y.o. physician with 3 young children, gaming time is at a premium for me. Time is more the issue than money.

By the way, what would be the harm, now that the problem is fixed, in letting the community know what caused the prolonged down-time last night? Was it a hardware problem? They haven't said.

Doctor Z.

[caitiff]

Compared to the movies, this is THE single cheepest form of entertainment short of watching TV. Think about it, mostly 24/7 access to a vast and changing world, if you aren't having fun...you aren't MAKING it fun. And for HOW much? About the same cost as a month of movie rentals from Netflix. And you don't even have to check the mail for this fun.

It seems that this generation has a HIGH demand from their money (even though most of us tend to burn through money like it grew from trees), and unrealistic expectations. I heard it said that this generation is the NOW generation, expecting to snap their fingers and POOF, everything they want NOW.

Reality is a part was likely BROKEN, and unlike EQ that can AFFORD multiple parts for speedy repairs (which I haven't seen them actually do, EQ downtimes are about as bad...or worse from my experience), Ryzom doesn't have the HUGE playerbase and massively multiple expansions to fuel their parts supply.

The game is priced well. I usually wouldn't pay this much for a game but they have done a great job. 24/7 access? most movie theaters have the same I just dont go that often as i dont on this game. Once college starts back up again ill play maybe an hour a week.

This generation does demand for things NOW. It is a fact. I do web design and that is one of the main focuses. The thing is customer service gets less and less. They want the money but they should also know that we want to know what is going on w/ it all.

They dont have the player base you are correct. BUT have u heard the phrase u gotta spend money to make money? In order to get a big player base you need to make customer service and everything else better then anyone else. Marketing needs to be done very well and ppl need to be impressed instantly. Yes, it is a lot of work, but i am just saying that it is not feasible to say they cant respond to us because they dont have the player base. I have not seen ONE person yet demand for it to be DONE. What i have seen is ppl saying that they want to be INFORMED what is going on and an idea on when something will be done. That is nothing short of expected. Time to go play some enjoy

[blogie]

I wonder what the problem is. EVERY mmo i have plays has the same sicknes. AC2, Lineage2, AC1, DAoC, Ryzom and Horizon. They all have problems with anouncing tech probs.

I think you have to put yorself in there shoos. You have a problem and tray solutions. You d'ont knowe the prob and at sorting it out (30 min) You found the prob and want to inform the ppl. Wen you get to yor desk (15min) you get informd that there is an other prob. rewrite... . So at the end you can see that som things arnt as easy as they seem. Ok info is important but you have to knowe to informe and get the clearence to inform the public. As you may knowe or not knowe. In evry company there is a filter for information. If the filter seys no to the info you ar giving as a technician or dev you ar naild to the flore.

3h ar not realy bad. But in my expiriance 6h to 1 day without info is unaccseptebel.

About the generation that wants it NOW (i cal it B-net generation ). Well i gues you have to live in peru to knowe what it is to live and have worrys other then a game that you cant ply becose its 3h ofline. And then come to boards and slap the costommersupport becoz they dident inform the ppl 1h after the problem occures... .

[draggi]

I love how everyone somehow thinks this is a mission critical system and that it's somehow unacceptable that it's down for be it 5 mins or 5 hours.

When we lose power to the entire city here, the power company does not give us an ETD! Why should a private 'entertainment' company be held to higher standards than city services?!?!

I beg to differ piknik2.

I dun mean to offend or insult you but this is what I feel personally.

I had played Runescape 2 before and all the time when the server is down, they always give us the ETD. So are you implying that the company (i forgot the name) that make RS2 must not give the ETD.

See the point. A power company that provides poor service does not give an excuse for Nevrax to also provide poor service. We must be learning the good thing and rejecting the wrong thing. Yet seems that you are asking Nevrax to do the reverse.

Furthermore, I'm puzzled about this issue. I got a feeling that the management don't really **** care about the Saga Of Ryzom. Sorry I have worked as a technician (for 6 years) before and when the system is down, the management will always ask for the ETD/ETC and also the initial investigation so that they can explain to the client.

Yet I get a feeling that when someone told the management that the system is down, their reply is "Oh it's down" instead of "What caused it to be down and at what time it will be up?"

And if I'm wrong about the above response from the management, then they already have the ETD/ETC and what's so difficult in putting it down. And if I'm right about the management, I can only cross my finger and hope that I will find a better MMORPG than SOR.