Ryzom

madnak wrote:The last time guilds were lost, they never came back. I know for a fact that at least Synergy and Gladius Jenae were never restored. Certain members of GJ did end up back in that guild (and out of the SW) after the server merge, but that was almost 2 months after they disappeared. And it was obviously not a "fix" or even an intended consequence of the merge.

Almost without exception the Synergy players, mostly old hands, left after the guild was deleted. Synergy was a guild of about 15-20 high level players and only 2 or 3 continued playing after the glitch.

We could not reform (as the name was taken) and there was almost complete silence from the support people over the issue. The CSR's were supportive but nothing got resolved. After about 3 weeks we merged with Aedans Artisans.

Loosing guilds is not good for the player base.

I know Lawrence is right on this one so good luck to those who lost guilds/characters on this occassion.

zanah wrote:In fact Microsoft has one of the most reliable and flexible databases on the market - this is a database issue. If Nevrax would use Microsoft's product, such restorations would be a matter of minutes, not days... I am with Keoni on this one; I cannot believe a produict of this prominence and magnitude has such gapping holes in fundamental areas. It feels as if we are all still in beta one year after release...

oh please... you seems to know a lot of their systems, what db do they use ?
anyway, it's seems to be database (10%) / implementation (90%) issue.

i hope all guilds/chars will get restored soon (no tm) this time.

blaah wrote:oh please... you seems to know a lot of their systems, what db do they use ?

They use MySQL running on Linux. You take a free product and implement it foolishly on a platform this demanding and you're setting yourself up for disaster. Not that MySQL and Linux cannot be reliable, but designing and implementing them successfully seems to evade Nevrax. And I would estimate it's likely 80% design, 10% db and 10% implementation...

Well to be honest - I dont care what the problem is. Whether it be db,implementation, or just too many coffee breaks.

All I will say is that today I log in and there is still no guild. All I see is this rather PATHETIC yellow line saying "dont forgot to check in game mail" etc.

Where IS this in game mail?????? I have not one mail that says "sorry we still have not fixed the problem yet.........." or some kind of ETA.

You know this rather sux. I am tired of guides saying "we dont know anything". I understand this is not the guides fault - they just act like a kind of call centre aasistant - just their to calm down a client - but never do any real use.

When the hell are we gonna get our guild hall back and FULL inventory.

On top of that I have a packer which has been lost which has never left the stable. (yes I have spoken and sent various tickets on this one). I do xpect all mats and items replaced.

It is amazing that Nevrax is going through tough times - yet it takes so long to sort out a few probelms - with no satisfactory communication - come on be honest - do you think this helps a paying customer when someone says "sorry to be honest we dont know anything about the problem, nor do we have an ETA of when it will be fixed, there is really nothing we can say or do".

Well maybe you should get some facts - because the way this looks I am not so sure I want to subscribe next month. I think the main problem with nevrx is that they dont realise the cliebnt is the important part of their company - and deserves some better service.

This may sound a little harsh - but after so many problems I think I understand why things are going bad - will they listen after it is too late????

layswan wrote:Well to be honest - I dont care what the problem is. Whether it be db,implementation, or just too many coffee breaks.

All I will say is that today I log in and there is still no guild. All I see is this rather PATHETIC yellow line saying "dont forgot to check in game mail" etc.

Where IS this in game mail?????? I have not one mail that says "sorry we still have not fixed the problem yet.........." or some kind of ETA.

You know this rather sux. I am tired of guides saying "we dont know anything". I understand this is not the guides fault - they just act like a kind of call centre aasistant - just their to calm down a client - but never do any real use.

When the hell are we gonna get our guild hall back and FULL inventory.

On top of that I have a packer which has been lost which has never left the stable. (yes I have spoken and sent various tickets on this one). I do xpect all mats and items replaced.

It is amazing that Nevrax is going through tough times - yet it takes so long to sort out a few probelms - with no satisfactory communication - come on be honest - do you think this helps a paying customer when someone says "sorry to be honest we dont know anything about the problem, nor do we have an ETA of when it will be fixed, there is really nothing we can say or do".

Well maybe you should get some facts - because the way this looks I am not so sure I want to subscribe next month. I think the main problem with nevrx is that they dont realise the cliebnt is the important part of their company - and deserves some better service.

This may sound a little harsh - but after so many problems I think I understand why things are going bad - will they listen after it is too late????

When an issue like this effects you personally, it the only thing thats important. So I understand your anger and you pain.

The crash the caused this from what I have manged to find out, was serious.

My understanding, for pieced together bits of information is...

The connection failed and the same time as the internal server failed.

Resulting is 'corrupt' information being stored as good information. This can occur in all computer systems, no matter how good the code.

Nevrax and its support team, seem to be different to EVERY other on-line gaming company I have ever encountered.

When this occured in PlanetSide (SOE) we were told, sorry there is nothing we can do, please recreate you character and start again!

When our Outfit leader when AWOL, we were told go get them back online we can't change the leader.

Nevrax, IMHO, put the players first. Lots of people are effected by this issue and they are working on puting each and every player and guild back in place.

So before you have a go at them ask this one question....

Do I want the support to help me regain my guild and character or do I want to make the support team like every other company out there?

If you shout at them and complain, I for one (7 years running a customer driven IT support centre, stopped because I could nolonger handle arrogent customers with poor attitudes) would say send you to the bottom of the list.

And another question ....

When they restore your guild and/or character, will you say thank you or just carry on playing without a word?

zanah wrote:They use MySQL running on Linux. You take a free product and implement it foolishly on a platform this demanding and you're setting yourself up for disaster. Not that MySQL and Linux cannot be reliable, but designing and implementing them successfully seems to evade Nevrax. And I would estimate it's likely 80% design, 10% db and 10% implementation...

MySQL is used on login server (we have error messages as proof).. but user data might be not db at all (if db crashes it usually takes down whole db not only those records who has been logged on during server crash).

dunno where they keep user data, but they must find better place asap.

Borg you make something unclaer in your last post.

You say you understand that i am angry. Yet you carry on to say that you would send me to the bottom of your list - and also mention in the same sentance "arrogant and with poor attitude" - is that aimed at me?

If not then no problem. If so then I feel that your judgement of me is a little ridiculous - and insulting.

As a paying customer I have the RIGHT to be informed about situations - the only informing being done is by me contacting guides.

As a payign customer I have the RIGHT to voice an opinion and make a justified complaint.

That has not involved insulting anyone nor shouting at anyone - mearly voicing my opinion. If that is what you could not handle in real-life work then I understand why you could not hack it - you obviously miss understand the concept of communication.

And as for putting me at the bootom of their list - with that attitude they will surely lose custom and clients - not a very intelligent way to go about making your company prosperous.

I for one have been saying to the guides that I fully understand they are of limited poower and have a hard job - I do not judge the work they do - I judge the way things are communicated by Nevrax.

Borg whilst you feel 100% satisfied - not everyone else does. And just because you have a certain limited standard and understanding of customer support - I will gladly forgive your ignorance.

And as for thanking the company for fising a problem I will say two things :

1) I always thank the guides for a quick response and for their time.

2)Why would I feel compelled to thank Nevrax for sorting out a problem they are indirectly at fault for??????? lol

My comments were aimed at the tone of your post.

All I see is this rather PATHETIC yellow line saying "dont forgot to check in game mail" etc.

This 'PATHETIC' yellow line is feedback.

You know this rather sux. I am tired of guides saying "we dont know anything". I understand this is not the guides fault - they just act like a kind of call centre aasistant - just their to calm down a client - but never do any real use.

The guides are unpaid, PLAYERS, who are giving up their time to help!

If they don't know the answer - asking another guide the same question will get you the same 'I don't know response'.

As for being there to 'just their to calm down a client', shows you have no idea of the effort they put into this game, (Events, testing, collation of information, roleplaying with other characters, someone to chat to when you feel glum)

Well maybe you should get some facts - because the way this looks I am not so sure I want to subscribe next month. I think the main problem with nevrx is that they dont realise the client is the important part of their company - and deserves some better service.

So stamping your feet and threating a company is going to motivate them?
Fixing problems takes time, if its done right.

The above is what wound me up. You are throwing stones at people, who because of their 'contract' are not allowed to defend themselves!

I left customer support becuase of arrogent and ungrateful customers, It was my reason for leaving and not directed at you personally and for reference it wasn't in the same sentence.

As a paying customer I have the RIGHT to be informed about situations - the only informing being done is by me contacting guides.

At what point of feedback would you be satisfied?
A message every 10 mins say 'oh we have just edited the string of data associated with your character, it will take 1 hour for us to reinsert into the database. We will contact you every 10 mins to tell you that there is no more news.'

Get real, if they had enough staff to do this, they could have rekeyed the data by hand!

As a payign customer I have the RIGHT to voice an opinion and make a justified complaint.

But not to be rude, manors make a man and cost nothing!

And as for putting me at the bootom of their list - with that attitude they will surely lose custom and clients - not a very intelligent way to go about making your company prosperous.

Looking after the players that show commitment and are more likely to stay over and above a player who makes an empty threat to get there own way.

If you had worked in customer service and had to put up with constant whinging and threats and zero consideration for the effort required to help. Then maybe you would understand.

I don't make personal attacks against anyone. I do however, like you have the right to make comment here. However, I have always tried my best to be constructive and add a little fun (silly me).

I am not 100% satisifed, and Nevrax and the CSR know this. (They really do read the forums!)

But I tend to say it once, maybe mention it twice and will always try to be constructive.

(If you felt it was a personally attack, please accept my appolgies)

I will firstly say Borg that yes it did come accross as a personal attack. For that i have been a little aggressive with my response. Although I by no means wsh to be involved in a flame war - that serves no purpose.

I understand your point of view 100%. And I have actually worked in a customer support centre dealing with a datebase and technical support for a registry system - yes it is awful to have so many customers moaning and also so many thick headed customers - I agree.

However, what oyu have to realise also is that by postying I am venting some frustration - and stating an opiion. You are 100% satisifed with your service - that is not to say I am with the service I receive - we are all different people and have various ideas, requirements and thoughts/opinions. So I find your previous experiences a little judgemental as you bring in your own personal opioin above others - i.e that you are 100% ok with Nevrax so the rest should be. That is how you come across to me.

You also state or imply that I am not a commited player and voice holow threats - that again is predugemental. Firstly you could ask anyone in my guild (RoA) what type of player I am - indeed I am a very comitted player that help many people in guild and outside of guild. You may know me more as Tabatha.

As for hollow threats - I am in serious consideration as to whether I do want to actually continue my subscription - so assuming I am making holllow threats again is prejudgemental.

As for the yellow line you call information - it simpl states "check your mail box for possible mail form the CRS" - that is not informaiton if oyur mailbox is empty.

As for guides I have alreeady stated that they are not to blame and have limited power/access. You appear to try to take the worst out of a post so that you can say soemthing to make yourself look good - that is the impression you are giving me.

As I have clearly stated we all have our own ideas and opinions - just remember - not everyone is 100% happy with Nevrax - and just beacuse you are, does not mean that everything is going great. It clearly is not or you would not have so many unhappy people - and I do know a lot of curently unhappy people.

Neun you know this game out and in, and you know a lot what goes on behind the scene.

But some does not and they can be very frustrated sometimes then it does not goes the way its supposed to.

Some feels this is just a game and would not think a secound tohught if the char got deleted and just start a new one.

But some like me and layswan here feels we invested not only money(btw is not much really for a game) but time.
Time what if we was not totaly hocked on this game cloud maybe be invested in something and i feel somewhat screwed over then the dev's don't take us as adults. "can be very childish if i want to "

And the fact is, its not the players fualt they have poor backup soluitions for the char and guilds, its their jobb to fix it.

We all know things can go to hell some times, problem is they handleing this totalt wrong, most of the time they witholding informasjon as long as they posebly can. this is a typical Support syndrom:"don't tell the users how it works, it will save us form they putting their noses in it"

And now its no info on whats going on with the missing guilds, and if a player was on holyday or something then this crash on the DB happend and comes back finding their char missing their is no info about ìt, is it? no warning about not trying to create a new one.

Well sry this getting to go to the old "we craw informsjon" rutine. so i stop here.

And btw with all the issus i ticketed in i allways said Thx and what they doing a great jobb.
Guides may not have a clue how the games work but they try their best and we love them for it.

Tyr