Change GM Policies | Make GMs useful | Give GMs proper training

[Jhanaka]

Hello Folks,

I have reviewed this thread and as a Supervisor (Senior) for the Game Masters it saddens me to hear of your negative experiences with our staff and I can understand your demands for us to review our GM Policies.

We want you to know that all customer service feedback sent through the Support Center is reviewed by the Supervisors. Unfortunately, the forums are not the best place to voice your concerns about specific service issues because we cannot offer a public reply here. I’ve read over some of the concerns posted in this thread. I agree, it can seem like GMs don’t investigate issues. I want to explain why this may happen. There are times when investigations (for larger issues) take time, so action may not be immediate.

Our PlayOnline Privacy Policy (http://support.na.square-enix.com/ru...tag=polservice) is in place to protect our customers. We never discuss actions taken on an account with anyone outside the individual who registered the account in question, and sometimes actions are delayed. I know this can be confusing as it seems like nothing is being done, but there are a lot of things that are taken into consideration when deciding the appropriate action. We consider factors like previous violations on the account as well as the severity of the offense and because of that it’s not surprising that some folks think we’re being inconsistent.

If you should ever feel that one of our GMs did not uphold the GM Policy (http://support.na.square-enix.com/ab...php?la=1&id=20), we want to hear from you! To give you some insight, the Senior GMs review the feedback email that is submitted via the “Contact” option on our Support Center Site (http://support.na.square-enix.com/co...php?id=20&la=1). There we are able to review your call history and conversation with the GM. We will do everything in our power to make sure the GM staff has all the necessary tools and information to handle all the services we currently offer.

Regarding the Special Task Force concern mentioned, I will let you know that when you place a GM call with the names and a brief description of what is happening, we place reports to the Special Task Force on your behalf so logging out of game is not necessary.

I want to assure you that you are heard, my friends. Part of the reasons we employ Senior GMs is to make sure that GM team follow the rules and policies we’ve set for them. We want to offer you the best possible service and we encourage you to continue to submit feedback through our official Feedback email system. Here is the link for easy access: http://support.na.square-enix.com/co...php?id=20&la=1

Thank you,

-Senior Game Master Jhanaka

[Karbuncle]

Thats really awesome.

Thank you !

[Camate]

Thanks so much for sharing the info Jhanaka!

[Fiarlia]

Regarding the Special Task Force concern mentioned, I will let you know that when you place a GM call with the names and a brief description of what is happening, we place reports to the Special Task Force on your behalf so logging out of game is not necessary.

I actually did not know that. That's pretty cool.

[Rambus]

I actually did not know that. That's pretty cool.

some do, some don't Jhanaka is one of the better GMs though, some things they cannot legitimately help due to polices set by SE. I try and try writing stuff on that subject here. even when they do take the report for you they tell me it is still a better effect if you make the report your self as well.

http://support.na.square-enix.com/co...php?id=20&la=1

that he gave but things never seem to change.

[Trollinthedungeon]

If you can actually explain and get the other person to admit what they did, GMs handle it well. If you act like a child whose toys were taken from them; nothing will get done. So don't cry, think. Dry your tears and get them to confess somehow or move on, just a game.

[Byrth]

I'm sure this has been said half a dozen times, but Genbu has always had an invisible counter trait. It destroyed paladins in 2005 because they'd do Joyeuse vs. invisible (unblockable?) counters and get destroyed.

[Rambus]

I'm sure this has been said half a dozen times, but Genbu has always had an invisible counter trait. It destroyed paladins in 2005 because they'd do Joyeuse vs. invisible (unblockable?) counters and get destroyed.

what that have to do with gms?

[Zyeriis]

If they submit such things to the STF, why do they tell us to go online and report it? They make no mention of a report being sent, ever.

Anyway, wouldn't acts against one player by another and then that offender being banned, affect the victim? Thus, shouldn't they be informed that their attacker has been brought to justice via banning/some form of action being taken? The action taken does not need be revealed but, still, the overall view of GMs might actually improve if we got some type of notification that an action, of any kind was finally taken, be it specific or not. Otherwise, everyone ends up like me, they don't call GMs at all anymore because they've never been aided once, regardless of politeness and calmness, descriptiveness or otherwise.

Confirmation of action, Can i have it?

[Rambus]

If they submit such things to the STF, why do they tell us to go online and report it? They make no mention of a report being sent, ever.

Anyway, wouldn't acts against one player by another and then that offender being banned, affect the victim? Thus, shouldn't they be informed that their attacker has been brought to justice via banning/some form of action being taken? The action taken does not need be revealed but, still, the overall view of GMs might actually improve if we got some type of notification that an action, of any kind was finally taken, be it specific or not. Otherwise, everyone ends up like me, they don't call GMs at all anymore because they've never been aided once, regardless of politeness and calmness, descriptiveness or otherwise.

Confirmation of action, Can i have it?

some do some dont, like i said it depends on the GM, mr Jhanaka here is one of my favorites, more oftem SGMs will tell you such things more then GMs do.

I am sure he knows me well XD