Lou Posted July 3, 2019 Report Share Posted July 3, 2019 Evening guys regarding eclipse I really believe that staff should ideally spend more time on out of the game and their user base issues and problems. This isn’t a bad mouthing session whatsoever.  There are many issues and problems that occur with players whether it’s technical errors, innacurrate punishments or end user game breaking issues. I really love playing on eclipse and the staff do a great job in support and development however with the huge amounts of staff a lot of the end user issues are incredibly slow.  e.g. I was falsely perm banned for having ‘cheats’ which I do not. I know this is an error in anti-cheat system and I recognize that. However I’ve now not been able to play for 4 days whatsoever, when looking st punishment appeals there’s some users that have been waiting over a month for JUST a reply from the admins.. this is ridiculously as this is the player base. Another example. I was locked out of playing on my account because password reset broke thus not allowing me to login in game. This issue lasted almost 9 days. I know there’s only one web dev (mikex) but he’s been by FAR the most helpful in any situation I’ve ever had.  Look I just think customer retention is massive and it probably needs to be focused on a tad more, I’m still waiting on getting a reply from an admin to unban me whilst knowing he’s been online everyday and all he neeeds to do is reply.   This isn’t a bad mouthing session just my 2 pence. Link to comment Share on other sites More sharing options...
Flucifial Posted July 3, 2019 Report Share Posted July 3, 2019 If you’re banned you have no place to complain. Our senior administration team works hard to ensure that our staff members spend an equal amount of time throughout all of our listed responsibilities. Keep in mind the position is a volunteer position, and the amount of all in all work we decide to put in is completely up to us.  I cannot speak for the senior administration team when it comes to appeals, however, I can say that my understanding is that we want to focus on our rule biding players more than we do to our players who have difficulty or disregard following the rules as the players who actually provide quality roleplay are the true backbone for the community as we strive for quality over quantity, even if a few hundred players is impressive and nice to see.  I do not believe the phrase customer retention is warranted, especially since we provide our server to the players for free. All staff try their best to help everyone in anyway we can, but please note that there are limits based on ranks, and the higher the ranks go, the less people there are within them.  If you have any more concerns or unanswered questions feel free to comment them. @Lou Link to comment Share on other sites More sharing options...
Lou Posted July 3, 2019 Author Report Share Posted July 3, 2019 @Flucifial Thanks for the professional response. I completely understand it's volunteer work and I appreciate that, regards to complaining and having no place - bit out of order. Considering I didn't cheat in any way. The server was down for 30 minutes, I finally get back on, walk about 10 steps and get perm banned for cheating. False positives are a common anomaly. I do feel this was a huge jab at me as 'I'm not rule abiding' which is nothing else but false. I'm here to have a great role-playing experience like most of the other players. I disagree with retention isn't warranted, I truly don't know how you can say that as the current players are the ones who buy credits to pay for the servers to keep Eclipse Role-play alive.  Again - thank you for replying it's nice to see a staff member who does. Link to comment Share on other sites More sharing options...
Flucifial Posted July 4, 2019 Report Share Posted July 4, 2019 Well, considering what you're suggesting to do at other staff members, I wouldn't consider you a rule-biding player however I may be mistaken and be misunderstanding what I've read. Is this a server suggestion or a thread where you can state your personal issues with your experience here? Can you please just restate exactly what you're suggesting following the information I have provided you? Regards, Flucifial @Lou Link to comment Share on other sites More sharing options...
MarineTipton Posted July 4, 2019 Report Share Posted July 4, 2019 Pretty sure it's obviously a suggestion, why are you taking his opinion so personal brother? @Flucifial  "I really believe that staff should ideally spend more time on out of the game and their user base issues and problems" That was his suggestion. And he stated a personal experience as an example.  (I have no opinion on this topic, just helping give clarity.) Link to comment Share on other sites More sharing options...
Flucifial Posted July 4, 2019 Report Share Posted July 4, 2019 4 minutes ago, MarineTipton said: Pretty sure it's obviously a suggestion, why are you taking his opinion so personal brother? @Flucifial  "I really believe that staff should ideally spend more time on out of the game and their user base issues and problems" That was his suggestion. And he stated a personal experience as an example.  (I have no opinion on this topic, just helping give clarity.) No one is taking this personal, I have never dealt with this player. All I am asking is for a re-worded suggestion after the information I have provided him as I believe it might change. Staff already spends an equal amount of time throughout all of our responsibilities, and I'm trying to see if the suggestion still stands after knowing that. Thanks for your "clarity" though!  Link to comment Share on other sites More sharing options...
MarineTipton Posted July 4, 2019 Report Share Posted July 4, 2019 I don't understand the quotes around clarity. I'll go ahead and remove myself from this. Have a "great" day! 1 Link to comment Share on other sites More sharing options...
Lou Posted July 4, 2019 Author Report Share Posted July 4, 2019 34 minutes ago, MarineTipton said: Pretty sure it's obviously a suggestion, why are you taking his opinion so personal brother? @Flucifial  "I really believe that staff should ideally spend more time on out of the game and their user base issues and problems" That was his suggestion. And he stated a personal experience as an example.  (I have no opinion on this topic, just helping give clarity.) Thank you. 1 Link to comment Share on other sites More sharing options...
Osborn Posted January 28, 2020 Report Share Posted January 28, 2020 Hello, thank you for your suggestion. All of our staff are volunteers and all the time they contribute to this community is purely voluntarily, we appreciate what they do every day. Depending on the volume of punishment appeals, and the nature of them, it may take longer in some cases to receive a response than usual. As for technical issues etcetera, we've got a fully staffed Support Staff team to assist you with that - and the easiest and quickest way to get assistance regarding technical issues is through #i_have_a_question on discord. As for player reports, they are done on regular basis by Senior Support and above. I will not comment on your ban on this suggestion, if you are still an active user and wish to appeal this, you may attempt to do so. - Osborn. Link to comment Share on other sites More sharing options...
