A letter to NCWest.

Dear NCWest,

First please do not consider this as a letter of complaint, as it isn’t intended to be so. I’ve been playing Aion for a long time now; since CBT5, back when Aion was still in 1.0 and the limit in the game was that you couldn’t reach above level 30, and I believe that Steel Rake was the endgame instance. I’ve had a few dealings with the community coordinators and the GMs, and I have a few points of contention that I think are worth airing. So please, take these to heart, and take them from someone who likes playing Aion and will continue doing so for a while.

My first point of contention is with the Support System, or rather the way it is handled by the GMs that make first contact once a Support Ticket is opened. I understand that they are always looking for ways to save time for the player and themselves. After all, they have a never-ending pile of Support Tickets to get through, so any way that they can quickly get to the next ticket without leaving a matter unresolved is a good one, right? Well, in one respect, I would beg to differ.

As an example, I recently sent a Support Ticket about a power-leveling technique that a friend and I had discovered in-game, that would allow one player to essentially be AFK while the other did all the work, with the AFK player gaining all of the benefits. This was a gameplay issue, and was strictly a ruling of whether it was against the EULA or Terms of Service. So why then was I asked for my account information, including the information of the bank account that I subscribed with? It was irrelevant, yet I was asked for it anyway. This backfired and I pointed out that the questions asked were of no use, before being escalated to the Senior GM available at the time.

These GMs in particular have fixed almost all of my problems, with the normal GMs seeming to be the middle-men that only appear to be able to fix very specific situations, or are the NCSoft equivalent of an Operator on a telephone service, diverting tickets to specific departments. But please, stop with the canned responses. They may make it quicker in the long run, but it damages your reputation with your customer. I am offended when I make a Support Ticket as detailed as possible, only to have a response that would be sent to someone who asked ‘can u help me? plz’ with no information whatsoever. If you have enough information from the Support Ticket, why ask for more?

The next thing I have to take issue with is the events. Now unlike a lot of people, I don’t dislike the events that are put on. I like the fact that you guys are putting an effort in. I may have issues with the events but I am not going to outright hate them in the open. Why? Because one of these days there might be an event you are on the fence about, and won’t do because of the fear of backlash from users. My problem is the way that these are prepared for. In specifics, the PowerWiki and the descriptions of the events themselves. An example of this is the Picking Up the Past event. We were originally told that every named final Instance Boss (apart from Haramel) would drop the Animal Fossil. We now know through trial and error that this is wrong. Any bosses in Empyrean Crucible and Crucible Challenge will not drop this item, yet Bossman Nukiti in Haramel does. I point this out, and you guys change it. But this event has already been run in Korea; why the trial and error in the first place? It’s a small thing, I know, but next time it could be a large oversight, one that has the community in uproar. And since these events are essentially ported from Korea, why aren’t the intricacies of the event brought over to make sure the PowerWiki descriptions are correct?

My last issue is something of a personal thing. I followed Ayase and Tamat on Twitter because I wanted Aion-related news and content. I didn’t want anything with Guild Wars, Guild Wars 2, City of Heroes or any of the other games that NCSoft publishes/supports. So why were the Twitter accounts merged in Europe? I want Aion news. Hence why I followed an Aion Twitter account. I don’t care about Wildstar, or GW. I want Aion stuff. You may think that it’s all cross-exposure; that more eyes looking at everything is better than less eyes looking at a few things more intently. Well my eyes get strained really easy, if we’re continuing that metaphor. If I am not interested in what anyone is saying anymore, I unfollow them. And hearing things about games I have no stake/interest in is becoming very uninteresting, very swiftly. What causes more curiosity is the fact that Nyx still has her own game-specific Aion twitter account. Why the lack of parity?

Like I said, this is just my opinion. I am one of tens of thousands. Sure, I’ve bought the game once for myself, twice for friends, the Collector’s Edition, Assault on Balaurea twice, and bought the Undead Worg, the Shugo Lad, the Aion Magazine for a year, and 21 months of account time on my own account alone. I’ve nearly spent £340 on Aion in total, plus whatever I invested in, both time and money, to make the Daevacast. I love Aion, and it’s that love that brings me to write this letter/entry/wall-of-text. When the game stops, I don’t know what I’ll do, but until then I want to help make Aion and the team around it better.

Aion has given me friends, three legions I have been lucky enough to call my home, and someone I would never have met otherwise who was able to talk me through some of the darkest points in my life. I just want to give something back.

Sincerely,

Allan a.k.a. Daemion/Knute/Theeslan/Jormungandr/Ouka/Darigaaz/Hedonist.

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