Should Joymax install in-game petition system?

Tohak · Post by **Tohak** » Mon Sep 11, 2006 8:44 am

We've had for months topics about bots, scams and hacked accounts and other complaints but only answers from Joymax have been on Daily Questions and Answers. No real action to correct things for those hacked players and hundreds of botters roam free on every server. I'm not sure what other duties GMs have than monitor players (ban bots), report founded bugs to developers and restart servers when something goes wrong. All I see that there's way too few GMs to help us.

I'm concerned of getting hacked eventually since all those 1.7M+ login names were leaked when they updated their forum. I keep long and good password but there's still chance of getting it by brute force methods (seen pics of those programs even on this forum). What would I do if I get hacked? I'd quit and never come back. I haven't bought silk yet since I don't think that the security in this game is up to standards so leaving wouldn't be big loss for me.

I haven't been yet on situation where I would have needed GM's help but I've seen many that have tried to contact them and failed. This brings me to the topic's question, shouldn't we have better system in-game to get help when needed? Be it getting stuff back for hacked account or reporting abusive language users or gold sellers etc. Shouldn't there be always GMs available to help on every server?

I've seen such systems on other mmorpgs and there it takes from few minutes to couple hours to get contacted by GM and sort things out (contact time depends on how serious issue you have). GM would check your character's log file in case of lost items or ban chat spammer/gold seller from game. In hacking case GM would have to check only IP addresses from where account has been accessed and if IPs are like in different countries, it's more than likely that the one that is much different than other logged IPs is the hacker's address. Once confirmed, GM could return stuff back to hacked char. It shouldn't take more than couple minutes to do this. This way they would also get hackers IP addresses and they could monitor their actions and ban their main accounts.

We do have Silk Assistants who can send our messages to GMs on SA forum but that's not immediate help. If not make more work load for GMs, perhaps they could make Silk Assistants (or new similar group) to have "power" (not GM powers) to resolve some simple petitions. Silk Assistant could contact the player in-game and talk about his petition, if it's serious issue SA could send it to GM for further investigation and if it's some easy issue that SA can handle (like some newbie questions how things work in-game) then GM's help wouldn't be needed as SA could give the answers. Getting help fast in-game would make player ie. the customer happier. And after petition is solved player could get automatic question to rate how his petition was handled, this way Joymax could gather info how good job SAs/GMs do on solving petitions and replace those who don't do their job well.

To Joymax:
Your current operation policy says: "The Silkroad Online operations team will not offer services to resolve instances of account theft/hacking.". This is BAD way to treat (paying) customers. Example: your credit card gets stolen and thief uses it. You go to bank and try to get that card closed and bank clerk would say: "Sorry, we can't do nothing and we can't return your money. Thief is free to use that card, it's your fault that you let him get it.". Who would use such bank's services? I wouldn't.

Basic customer relationships are important, if you ignore customers requests you'll soon notice that they leave. If you help them (fast) it's more than likely that they stay even if it was something bad that happened to them (like getting hacked).

So, should Joymax install in-game petition system?

SuicideGrl · Post by **SuicideGrl** » Mon Sep 11, 2006 10:12 am

wonderful idea. i don't think it has much chance of success, but i support it nonetheless. i've always felt that Joymax's policy toward hacking was similar to the line of reasoning that if a girl gets raped, she "had it coming" or "shouldn't have worn that dress". we all know people who have been hacked and have never done anything remotely illegal or stupid. but i think the best we can hope for is that a GM reads this forum and sees how unhappy we are about it.

Nyumetsu · Post by **Nyumetsu** » Mon Sep 11, 2006 10:29 am

I don't see why they would change their "let's make it impossible for anybody to directly contact us about ingame problems" policy.

Gcool · Post by **Gcool** » Mon Sep 11, 2006 11:45 am

Theoretically it could work, but this would mean a lot of work for Joymax, and probably people complaining about every minor issue they have.

So it's probably never gonna happen, but lets hope it does.

MrJoey · Post by **MrJoey** » Mon Sep 11, 2006 1:45 pm

It's already in the game for something like that. Problem is, not implemented. I'm pretty sure I've seen something on jsro exit menu saying (GM). Only reason they have it though, is because they have a lot less players, a lot less hassle on the GM's I'm sure.

Smix · Post by **Smix** » Mon Sep 11, 2006 2:03 pm

Tohak wrote:So, should Joymax install in-game petition system?

yes

Post by **Ryoko** » Mon Sep 11, 2006 2:29 pm

Dont think it would work.

You so soon forget people can flat out LIE as they already do.

Plus, with exception of a few worthy reasons, the GM would be contacted every minute of the day for stupid reasons, chit chat, requests, help and other bullshit.

Dear GM

I got rob plz help plz ban ..... thief this guy call me names

aznkrazykid · Post by **aznkrazykid** » Tue Sep 12, 2006 7:22 am

well...if theres too many players..get more GMs. Before sro i played on a private server of Ragnarok Online. it had about 2k players on at a time...and about 500k characters in all. It is such a great community and still is now...There are about 10GMs, all in different timezones and different languages. Their trying to help the players, they even have about 20 sub-GMs. If there was a bot...just request a GM and it could get banned within the hour. Perhaps the solution is just to get more GMs. Ive only noticed one GM, and that is GMCrayon. Ive never actually "seen" him ever except in those global notices. Ill bet GMCrayon is on every server and not just Greece. Well...GET MORE GMS!!!

Sintaku · Post by **Sintaku** » Tue Sep 12, 2006 8:42 am

aznkrazykid wrote:well...if theres too many players..get more GMs. Before sro i played on a private server of Ragnarok Online. it had about 2k players on at a time...and about 500k characters in all. It is such a great community and still is now...There are about 10GMs, all in different timezones and different languages. Their trying to help the players, they even have about 20 sub-GMs. If there was a bot...just request a GM and it could get banned within the hour. Perhaps the solution is just to get more GMs. Ive only noticed one GM, and that is GMCrayon. Ive never actually "seen" him ever except in those global notices. Ill bet GMCrayon is on every server and not just Greece. Well...GET MORE GMS!!!

Getting more GMs will mean less profit. Since Joymax has to pay the GMs and all.

Also think of it this way, Joymax has these options:
- Get more GMs, reduction of profits. Ban botters.
Banning botters will result in reduction of profits due to botters not buying silk (NEARLY ALL level 55+ botters buy silk, they probably buy more than legit players). Also the banned botters will be replaced by normal players and more botters.
- Pay developers to make it harder for bots to work.
This will not mean a loss of profits, maybe a slight loss but not as much as a huge mass ban of botters.

WHY IS JOYMAX NOT MASS BANNING EVERY BOTTER LIKE BLIZZARD?
This is because Joymax makes money from silk, while Blizzard makes money of EVERY player. Also SRO has a smaller playerbase compared to WoW.

PS - I'm getting a headache of all these botter topics... -.-

Tohak · Post by **Tohak** » Wed Sep 13, 2006 9:23 am

Ryoko wrote:Dont think it would work.

You so soon forget people can flat out LIE as they already do.

Plus, with exception of a few worthy reasons, the GM would be contacted every minute of the day for stupid reasons, chit chat, requests, help and other bullshit.

Dear GM

I got rob plz help plz ban ..... thief this guy call me names

Have you seen petition systems in other mmorpgs? You can't petition for chit chat or some other stupid reasons, you'll just get temporary ban for like 24 hours. Petition system wouldn't work like whispers or like message box system. If you have to classify your petition like "bug report, account theft, harassment, botter detected, game question" etc. the system could direct important petitions to GMs and easy ones to persons like SA. Some reasons don't even need contact from GM or SA like bots and bugs, just a thank you for reporting it.

Getting more GMs will mean less profit. Since Joymax has to pay the GMs and all.

As Silk Assistants are players and volunteers to do that job Joymax doesn't have to pay for them, just add lot more of them to manage the petitions so that only important petitions get up to GMs. That's how it works on other games. Yes, it would be rather boring to answer to players petitions all the time but I bet there would be enough volunteers to do it.

0000000000 · Post by **0000000000** » Tue Apr 17, 2007 12:23 pm

this may be a good idea, if crayon stop making atl. gms with stupid nicknames

TheTruth · Post by **TheTruth** » Tue Apr 17, 2007 12:49 pm

This game is free honestly you should be happy for what we're getting now.

Spanktastik · Post by **Spanktastik** » Tue Apr 17, 2007 1:46 pm

TheTruth wrote:This game is free honestly you should be happy for what we're getting now.

Just because it's free doesn't mean it can't be improved. People are offering suggestions and ideas. If you're not going to contribute, continue to the next topic please.

SextoEspada · Post by **SextoEspada** » Tue Apr 17, 2007 2:04 pm

Ryoko wrote:Dont think it would work.

You so soon forget people can flat out LIE as they already do.

Plus, with exception of a few worthy reasons, the GM would be contacted every minute of the day for stupid reasons, chit chat, requests, help and other bullshit.

Dear GM

I got rob plz help plz ban ..... thief this guy call me names

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