stf report feature in game

[Rosina]

If that gear/subless elvaan didn't actually send you a tell about RMT activity, I fail to see how it would constitute an offense. Maybe the GMs told you to contact the STF cause you report too many people for useless reasons?

ummm no....

but id kinda a red flag if a person is name sometthing like ptgjfkjm

[Behemothx]

ummm no....

but id kinda a red flag if a person is name sometthing like ptgjfkjm

I know I wouldn't name any of my characters with random letters, but it doesn't mean it's an rmt.

[Rosina]

I know I wouldn't name any of my characters with random letters, but it doesn't mean it's an rmt.

never said, but it is suspisous behavior. Which is reportedable. Just because I made the report, don't mean i'm right or wrong. I saw something out of place and fishy so I reported it. Its up to the proper people to look into it and see if the report holds water.

Not trying to be rude, but think your taking what I said out of context and just trying to pick a fight.

[Sarick]

Hello friends,

RMT is a very popular report in our game and this is the reason the Special Task Force (the Unit was never part of the name, by the way, that was added by our players) was created.

Whenever you place a /helpdesk ticket reporting the matter, the Game Master team will take the information you provide and forward this to our Special Task Force. If the names are included, we will do the report for you; if you have not included names, our message only then encourages you to go to http://support.na.square-enix.com to submit.

Our message may have confused some people, which we apologize for, but I would like to reiterate that if you include the full name of the player, the GM Staff will submit the names on your behalf; we do this as we recognize that we have a number of customers who player on platforms that are not a PC.

From this post, you have my commitment that we will review the message we send to ensure the wording is not confusing.

Thank you,

-Senior Game Master Jhanaka

I tried this today at around 2:45 EST Included player names and the reason for report.
This is the automated response I received from your GM team.

Hello and thank you for your GM call. Unfortunately, We are unable to determine how we may be of assistance based on the comments you provided. If you are still in need of assistance from a Game Master, please resubmit your call and provide as much information as possible about your situation. Detail such as names, times or other specifics about your request. Yadda yadda yadda patience yadda.

FINAL FANTASY XI Game Master Team.

There you have it, I made it clear stating everything and received an automated RUN AROUND message that deliberately ignored my help desk comment. If players can't get a hold of a GM when they call help desk it literally INTIMIDATES your customers to believing no action at all is going to be taken unless excessive spamming of the /helpdesk function is used.

The underlined portions where mentioned in the comment are assumed based on the time of the report. EDIT: I did included the names or the players and the reason.

Dear Senior GM, it's apparent everything you posted has little relevance if you can't get in contact with a GM to discuss the matter. Nothing is going to be forwarded if the player reporting the issue needs to submit multiple reports to get a response. You ask to report issues, you've said you do forward stuff to STF but when a GM call is handled in these manors it's a total waste of time. All this does is clarify the statement I made in this topic about revenue.

The assumed time/date is 99% always when the report is first submitted. The names in the list are there. If the GM has more questions and a player is online they can contact the player and ask. Telling them to resubmit is a total waste of time because it shows a lack of faith when you provided as much detail as possible in the LIMITED space given to file a report.

All said, this makes the need for an in game report feature. I base this on experiences like these. The involvement of the GM's filter out the ability to successfully interact and complete the reports. Automated bot like responses do nothing but ignore reports and show a lack of faith for the player taking the time to file a complete request.

Lastly, Could you please post the link to the rating system, I don't mean the feedback and support I mean the site link where players can rate support. We really do need better in game report features. I heard that SE had a "How are we doing" Questionnaire up somewhere but haven't found it.

[Modoru]

never said, but it is suspisous behavior. Which is reportedable. Just because I made the report, don't mean i'm right or wrong. I saw something out of place and fishy so I reported it. Its up to the proper people to look into it and see if the report holds water.

Not trying to be rude, but think your taking what I said out of context and just trying to pick a fight.

You think everyone's out to pick a fight with you.

[Rosina]

@ sar

The gm means that they will forward if you include the name in the report. Not just "i wanna make a report" GM no longer hamdle rmt claims, but if u provide the name in the /helpdesk report they will forward it to the STF.

My suggestion had nothing to do with the GM reply... So please don't turn it into a debate on gm's.My suggestion just was to ask to make it easier to report to the stf w/o having to go to the website. nothing more.

[Enkrateia]

Sarick,

Thank you very much, both for your report about your concerns, as well as your raising concerns about the response that you received. I can certainly understand that getting a response that did not match your report would make it seem like the report was not properly handled as SGM Jhanaka said it would be.

I personally investigated the report that you submitted to determine if it was handled correctly, according to our procedures, as SGM Jhanaka detailed. I can assure you that any errors in its handling will be coached to ensure that procedures and policy are followed, and that the report will be properly escalated to guarantee a proper investigation of your concerns.

We do regularly have player surveys that allow feedback about the quality of service that is received, although these are not permanent surveys at this time. When those surveys are not available, we welcome feedback about individual service through Feedback Email at the Support Center. This also allows us to review the individual case to ensure proper handling. When submitting feedback email, however, please do include some relevant information (Character Name, World, etc.) to ensure we can investigate your concerns about our service, especially if you are not logged into the Support Center.

I would like to conclude by thanking you again for raising your concerns, which allowed us to ensure proper handling of these types of reports. I know you expect exceptional customer service, and the feedback we receive, both positive and negative, allows us to improve the service we provide.

LGM Enkrateia

[Sarick]

@ sar

The gm means that they will forward if you include the name in the report. Not just "i wanna make a report" GM no longer hamdle rmt claims, but if u provide the name in the /helpdesk report they will forward it to the STF.

My suggestion had nothing to do with the GM reply... So please don't turn it into a debate on gm's.My suggestion just was to ask to make it easier to report to the stf w/o having to go to the website. nothing more.

Perhaps you failed to read my comment. I included that info when using /helpdesk. The second post I made supports your suggestion request by making its importance greater. The GM comment seemed clear as though they would forward but, the experience today differs. The GM reply and your suggestion are related because you ask for a STF report feature. The GM responded "We already do this" so it's not needed. After doing the steps above as the GM posted I found out that the /helpdesk is just another firewall.

You of all people should know better, when someone is on your side don't slap them down embrace them or step back. I read how you was/are harassed and no action was done to help you. If you want support you need to recognize when you're being played as the fool or being treated as an ally.

Judging by the second post from a Lead GM, I'm very satisfied and hopefully something good comes out of your simple STF request YOU ASK FOR. You might not realize it but your request seems to have inspired resolution to fix an ongoing issue.

Thank You.

[Sarick]

Sarick,

Thank you very much, both for your report about your concerns, as well as your raising concerns about the response that you received. I can certainly understand that getting a response that did not match your report would make it seem like the report was not properly handled as SGM Jhanaka said it would be.

I personally investigated the report that you submitted to determine if it was handled correctly, according to our procedures, as SGM Jhanaka detailed. I can assure you that any errors in its handling will be coached to ensure that procedures and policy are followed, and that the report will be properly escalated to guarantee a proper investigation of your concerns.

We do regularly have player surveys that allow feedback about the quality of service that is received, although these are not permanent surveys at this time. When those surveys are not available, we welcome feedback about individual service through Feedback Email at the Support Center. This also allows us to review the individual case to ensure proper handling. When submitting feedback email, however, please do include some relevant information (Character Name, World, etc.) to ensure we can investigate your concerns about our service, especially if you are not logged into the Support Center.

I would like to conclude by thanking you again for raising your concerns, which allowed us to ensure proper handling of these types of reports. I know you expect exceptional customer service, and the feedback we receive, both positive and negative, allows us to improve the service we provide.

LGM Enkrateia

Awesome! thank you for this response. I hope the above handling problems result in better future communication.

[Rosina]

@sar

I think your over looking into the reply.... as long as i can report via gm idc... As long as I do not have to log into a site i barely can access.

And as I said they will auto reply it. as they do not handle report directly. I found this out by asking a gm a question. But you got a responce so I hope ur situation is fixed.