Unacceptable and contradictory customer support!!!

[Mahri]

how does one accidently promote someone to master? wouldnt there be two confirmation windows.. ie. "are you sure?" then "there cannot be two masters you will be demoted"

No.

There is no confirmation prompt whatsoever. That's the reason for this problem. Misclicks happen.

Hello!

This thread was brought to my attention, and I would like to take this opportunity to address the concerns about contradictory answers.

To begin, I will be looking into your contact history about this concern to make sure it was handled appropriately, and will make sure that if any errors occurred in how it was handled, those are rectified.

However, the reason that responses may have seemed contradictory is because of efforts on our side to provide the resolution you sought. Portraying our efforts in a manner that focused on trying to provide a positive customer service resolution was due to trying to utilize the tools we have and looking for ways to either fix the leadership error ourselves or find a way to have it fixed. Unfortunately, this has turned out to not be possible at this time with Free Company leadership. Instead of continuing to provide an ambiguous answer about the future of the resolution or a misleading soft denial, we provided a resolution that was understandably unsatisfactory considering the resolution you had requested.

This does not mean our efforts, in general, have stopped. We are still looking into several different ways to resolve this type of issue, both through GM actions and automated processes. While it may not serve as an assurance to you, since it may not be able to assist you when it happens, we are taking what we have found from reports like this and trying to make our service better.

I apologize that the answers you received were able to be interpreted in a contradictory manner, since that can lead to confusion that we, as Game Masters, should avoid giving to you. I also hope this has provided some insight into why that may have happened.

LGM Enkrateia

Thanks, sincerely, for acknowledging this officially. It means a lot to our FC, and though the lack of tools for GMs to provide a hands-on fix to this is definitely an issue that should be corrected, the fact that you're upfront about this does quite a lot to build confidence in you guys.

For example, the free company the OP spoke of. I played WoW at one point and had a very similar problem, my guilds owner deleted his character and didn't promote anyone in his place. The GM I contacted was able to transfer ownership of the guild within minutes.

For the record: WoW GMs do not get involved with that directly anymore, but that only stopped after making sure a lot of workable checks and balances were in place, including the "dethrone" feature (letting anyone within the first three ranks take over if the leader's been out for 90+ days).

Prior to the addition of that feature, yes -- WoW GMs would do this, though the situation had to be investigated just to make sure it was appropriate (pretty much based on that same criteria).

In this case, SE should prioritize whichever they can implement faster: GM tools for helping, or a similar feature that players can use. Obviously the player tool is better in the long run, but if it's going to take them a while, the GM tool should be considered instead.