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PostPosted: Wed May 30, 2007 10:23 pm 
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The ResEngs have always been good to me. Nearly all the interaction I've had with them in-cavern, over the in-game help system, and via the support ticket system, has been nothing but friendly, helpful and supportive.

I just had a ticket responded to by ResEng B. Drechsel. I'm not responding there (since that would re-open the ticket, and I don't want to waste anyone's time), so I'm instead responding here.

My initial "feature request" ticket was written on the 22nd due to frustration, disappointment and, I admit, a little anger regarding how Scars played out.

IanWatson wrote:
Shorah, ResEngs.

I must admit I'm getting a little frustrated here. The episodic content is great, and there's some amazing high-emotion story happening.

But I have no way of knowing.

Even when I see something is happening roughly "now" in Uru, I log in and am confronted with a city that stays permanently full. There's no point in me connecting if I'm just going to be staring at the Nexus for a while or sit in a Bevin hoping for someone to tell me what their friends in the city are seeing.

Cyan needs to work something out where either the "action" moves around, or explorers are periodically rotated out so that everyone has a chance to take part. If I ever see a "the city is full" message, it should be accompanied by a message saying 'you are number 13 in line. Estimated time to entry: 3 minutes."

It's probably very exciting for the 50-odd people in Ae'gura right now, but when those people aren't letting others have a chance to see what's going on, it becomes an MMO designed for only 50 people.

I certainly hope that, with the data Cyan's been collecting, you can either eliminate the explorer cap altogether or otherwise do something that lets everyone become engaged in the story rather than the privileged few who either snuck in the back way or managed to make it in in the first 20 seconds. We're all paying for this, after all.

I realize it's an entirely different architecture, but I've never been told I can't get in to Ironforge because it's too busy. I'm happy to deal with some lag as a result of high populations, but being left out of the loop and resorting to refreshing forum threads even when I'm making an active attempt to become involved in the story is getting really frustrating for me.

Thanks for listening.


This morning, I checked my email to find ResEng B. Drechsel had responded:

ResEng B.Drechsel wrote:
Hi Ian -

I whole-heartedly agree with your conclusions and suggestions here... thanks for the well-written report!

Us ResEngs influence on Design is limited, to say the least, but trends are certainly given consideration. I've posted large portions of your suggestions to be reviewed by the developers, along with the other requests along these lines. We'll keep working to improve the story accessibility for all explorers... thanks again!

ResEng B.Drechsel
Uru Live Support Team


It wasn't just a macro ("thanks for submitting your ticket, we will look into $issue as soon as possible, thanks for playing Uru"). It wasn't an attempt to mollify or pacify me while leaving me with the impression that nothing's actually getting done ("Don't worry, we're working on it"). It was personal, useful, and he agreed with me, and informed me he was passing "large portions" of my post on to developers. That's awesome.

The Myst/Uru community has always been amazing, and I'm consistently pleasantly surprised to discover that the support staff are just as remarkable.

Thanks to the entire ResEng team, especially Ben. Keep up the good work, everyone. You guys are awesome.

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PostPosted: Wed May 30, 2007 10:39 pm 
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Yes I agree with you, ResEng B. Drechsel is a fiery abyss of a nice person.

I had a few chats in the game and he did respond to some of my tickets and it was like talking with a good old friend.

3 cheers for ResEng B. Drechsel.


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PostPosted: Wed May 30, 2007 11:39 pm 
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The first time I needed help in-cavern, I spoke to ResEng Dreschsel. I was having a problem with a rude explorer, but was hesitant to make a report, being so new myself and all. ResEng Dreschsel was so nice, and very helpful. Other ResEng's have also been very helpful and kind, but I'll always have a soft spot for ResEng Dreschsel!

Thank you B. Dreschsel!

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PostPosted: Wed May 30, 2007 11:51 pm 
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Oh.


My.


God.


An actual individualized response to a feature request.


*faints*






All silliness aside, though, I DO wish it were more common. The only one I've gotten that WASN'T clearly a form letter said "we're already working on it".

EDIT:typo

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Last edited by Maratanos on Thu May 31, 2007 12:24 am, edited 1 time in total.

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PostPosted: Wed May 30, 2007 11:59 pm 
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Maratanos wrote:
Oh.


My.


God.


An actual individualized response to a feature request.


*fains*






All silliness aside, though, I DO wish it were more common. The only one I've gotten that WASN'T clearly a form letter said "we're already working on it".


I think all but one of my tickets have had a personal response.

You just need to hang around the ResEngs more often. ;)

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PostPosted: Thu May 31, 2007 12:02 am 
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I have to admit that I have gotten great responses from the ResEng's. They are extreemly helpful and polite... but the cream of the crop has to be ResEng B. Dreschel. He has always been there for me and been very helpful.

Three cheers for Ben Dreschel. :cheer: :cheer: :cheer:

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PostPosted: Thu May 31, 2007 12:07 am 
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I beleive Maratanos would be very jealous if he saw some of the
responses to my tickets.
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PostPosted: Thu May 31, 2007 12:13 am 
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All my ticket responses are either 'Known Problem' or 'We've shifted this to our Internal Database.' :(

From now on, I'll be calling my dustbin the 'Internal Database'. ;)

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PostPosted: Thu May 31, 2007 4:30 am 
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heh, all the resengs are wonderful people :)

as for responses, some of the ones i have gotten have made me laugh.

but maybe its just because i have so many tickets ;)

i want to thank the resengs again. they are all helpful, cheerful and funny :)

thanks guys!

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PostPosted: Thu May 31, 2007 4:46 am 
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pixilpink wrote:
as for responses, some of the ones i have gotten have made me laugh.

Some of the stuff you've submitted has made me laugh ;)

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PostPosted: Thu May 31, 2007 4:49 am 
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i do what i can :) part of my job!

amuse and entertain the resengs

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PostPosted: Thu May 31, 2007 5:29 am 
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pixilpink wrote:
i do what i can :) part of my job!

Yep. Being President comes with responsibilities.

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PostPosted: Thu May 31, 2007 5:35 am 
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Best response ever was when I forgot to attach a file. DOH!

I get both personal and canned responses. But then again, I don't tend to ticket a whole lot.

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PostPosted: Thu May 31, 2007 9:04 am 
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[hinttocyan]ResEngs should be payed more ;)[/hinttocyan]

Yes, I think you got lucky there Ian having B Drechsel. One of the best ResEngs! Also M.Dogherra is cool :) (Also mentioning JBronson and VAlmon - AKA Tor'i)

We like our ResEng's ! :D

TG

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PostPosted: Thu May 31, 2007 9:35 am 
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/agree!!

But you forgot Wolf! (W. Cowart) He's awesome!


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