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Sony Online Entertainment issues an official response to Star Wars Galaxies petitions

Eliot Lefebvre — Wed, 29 Jun 2011 09:00:00 EST

Filed under: Sci-fi, Culture, Events, real-world, News items, Star Wars Galaxies

The news that Star Wars Galaxies will soon be shutting down has been met with quite a bit of sadness from the players, for understandable reason: The game has just recently hit its eight-year anniversary and remains a large and unique game in many respects. Players had banded together to start a petition to save the game, one large enough to merit an official response from Sony Online Entertainment. But we're sorry to say that this isn't something to get excited about; the official response is, essentially, that the decision is made.

Posted by Linda "Brasse" Carlson, the short response thanks players for their dedication and commitment to the game but notes that the agreement between SOE and LucasArts has been made after a great deal of discussion, and it's not going to be reversed. The letter closes by urging Star Wars Galaxies players to enjoy the game's twilight months by playing the game while it's still around, which is good advice but certainly sad news for those who had held out hopes for an 11th-hour reprieve.

Sony Online Entertainment issues an official response to Star Wars Galaxies petitions originally appeared on Massively on Wed, 29 Jun 2011 09:00:00 EST. Please see our terms for use of feeds.

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EVE Spotlight: An interview with GM Guard

Brendan Drain — Fri, 29 Apr 2011 18:00:00 EST

Filed under: Sci-fi, Video, EVE Online, Culture, Interviews, MMO industry

EVE Spotlight is a new bi-weekly feature in which we interview prominent members of EVE Online's player community or development team. Twice each month, we'll be shining the spotlight on a player or developer who has a significant impact on EVE to highlight the efforts of EVE's most influential people.

It's an inherent part of MMO development that certain employees must take on a very visible role in the game's online community. This is especially true in EVE Online as developers are encouraged to communicate with players through the forum and write detailed devblogs on what they're working on. In that sense, GM Guard needs very little introduction. Along with GM Grimmi and others, Guard has been a very public face for GMs in the community for as long as I can remember. While Guard has made huge contributions to EVE behind the scenes as a lead GM, he's probably most well-known for his role in CCP's internal band Permaband. He has now moved on from the GM team to become EVE's new Community Developer.

The role of GMs in any MMO is pivotal, and yet they so often come under fire from players who don't get the response they're hoping for or who have to wait too long for an answer. Many EVE players are also unaware of the procedures for escalating petitions, reporting exploits, contacting internal affairs or other important activities. In this EVE Spotlight, we got together with former Lead GM Guard to pick his brains on these topics, find out a little about CCP's support division, and ask about Permaband's next song.

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EVE Spotlight: An interview with GM Guard originally appeared on Massively on Fri, 29 Apr 2011 18:00:00 EST. Please see our terms for use of feeds.

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EVE Evolved: Downtime deployment debate

Brendan Drain — Sun, 07 Nov 2010 18:00:00 EST

Filed under: Sci-fi, EVE Online, Culture, Events, in-game, Game mechanics, PvP, Opinion, EVE Evolved

Earlier this week, an explosive argument broke out in the EVE Online community. Following an extended server downtime, it became known that Reddit-based alliance Test Alliance Please Ignore had used the server downtime to protect the deployment of 14 territorial claim units. Ordinarily, these claim units are vulnerable to attack for eight hours while they start up. The owner may choose to either commit a fleet to defend them for eight hours or leave them unguarded and hope nobody decides to knock them down.

This mechanic is designed to ensure that a force can't claim or attack a large number of systems simultaneously against opposition, as an alliance can't reliably defend several TCUs at once. By anchoring the structures just before the extended downtime occurred, Test Alliance made them invulnerable for their entire deployment time. A controversial debate then ensued, as GMs stepped in and Test pilots began making accusations of corruption, collusion and favouritism.

In this opinion piece, I weigh in on the latest debate to shake New Eden. I look at whether downtime deployment really is an exploit and whether there's any substance to the accusations made against EVE's Game Masters.

Continue reading EVE Evolved: Downtime deployment debate

EVE Evolved: Downtime deployment debate originally appeared on Massively on Sun, 07 Nov 2010 18:00:00 EST. Please see our terms for use of feeds.

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Massively's Community Detective, Issue #5: Vanguard - Saga of Heroes

Jef Reahard — Tue, 17 Aug 2010 16:00:00 EST

Filed under: Fantasy, Opinion, Vanguard, Community Detective

Much has been written around the MMO blogosphere regarding SOE's Vanguard: Saga of Heroes. From its troubled beginnings as a not-quite-ready-for-launch title, to fledgling Sigil Games Online's financial difficulties, to lead designer Brad McQuaid's well-publicized struggles with management and personal issues, the spiritual successor to EverQuest has always had a bit of a dark cloud hovering over its head.

Happily, a fun game remains despite all the problems, and the title's snake-bit tendencies don't seem to have affected either its community or its customer service.

Fly past the cut (on your rented pegasus) for more.

Continue reading Massively's Community Detective, Issue #5: Vanguard - Saga of Heroes

Massively's Community Detective, Issue #5: Vanguard - Saga of Heroes originally appeared on Massively on Tue, 17 Aug 2010 16:00:00 EST. Please see our terms for use of feeds.

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Massively's Community Detective, Issue #3: Aion

Jef Reahard — Tue, 03 Aug 2010 15:00:00 EST

Filed under: Fantasy, Aion, MMO industry, Opinion, Community Detective

"There is currently a wait of about five days from the time you sent your request. We will continue to do all we can to reduce the wait time." So says a portion of the support email we received from NCsoft over the weekend while preparing the notes for this week's issue of Community Detective. Five days? Five days! Well, the good news is that the debacle had a happy ending. The bad news is that the wait, and a few vocal community members, colored our current perceptions of Aion.

Welcome to another issue of Massively's Community Detective. This week we're changing up our format just a bit to focus on a single MMORPG. Aion goes under the microscope today, and the PvPvE title skews a bit more towards conventional MMOs than last week's EVE/Darkfall duo.

Before we dive into the world of Atreia, let's reiterate the column's purpose, as well as outline our current methods. Fly past the cut for more.

Continue reading Massively's Community Detective, Issue #3: Aion

Massively's Community Detective, Issue #3: Aion originally appeared on Massively on Tue, 03 Aug 2010 15:00:00 EST. Please see our terms for use of feeds.

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EVE Online forum revamp may lead to disappearing threads

James Egan — Thu, 23 Oct 2008 19:00:00 EST

Filed under: Sci-fi, EVE Online, Forums, PvP, News items

The last week or so in EVE Online has seen the forums set ablaze with Ghostbusters references, but now it may be some threads which are disappearing. CCP Wrangler posted a note about this today on the EVE site, reminding us of a dev blog from August, Forums Refined, which had stated that some significant changes to the forums were on the way. Well, as anyone who's logged into the official EVE Online forums today found out, those changes have arrived.

While it'll take a little time to get used to the new layout and categorization of topics, there may be an issue with players not being able to find their old threads, some of which have been moved with the forum revamp. CCP Wrangler addressed the potential confusion this might cause, and had this to say: "If you had a thread that has disappeared due to these changes, for example if the forum no longer exists, please contact us by creating a petition in the Other Issues - Forums category. Please include a direct link to the thread in question if you have one, otherwise you have to include as much information about the thread as possible to help us find it. The name of the forum, the name of the thread and anything else you can remember would be very helpful."

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EVE Online forum revamp may lead to disappearing threads originally appeared on Massively on Thu, 23 Oct 2008 19:00:00 EST. Please see our terms for use of feeds.

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Reporting gold spammers in WAR now easier than ever

James Egan — Sun, 05 Oct 2008 16:00:00 EST

Filed under: Fantasy, Business models, Economy, Game mechanics, MMO industry, Warhammer Online, News items

The gold seller scourge has fallen upon Warhammer Online, as you've likely noticed. But Mythic Entertainment has taken some rather extreme measures to silence the incessant spamming. To help reach that goal, they're making it easier for players to report gold selling activity and harassment. In keeping with their zero-tolerance policy on gold spamming, Mythic states, "We are committed to making life as hard as we can for Gold Sellers in game and maximizing player enjoyment. To that end we have added a new tool to streamline the gold seller reporting process."

That tool is found within the Appeal Interface, as the stand-alone category "GOLD/PL SALES" -- and is not found within the Violation category (which is used for most other types of harassment) as you might expect. Submitting these appeals via the GOLD/PL SALES category is a straightforward matter, as shown below the cut:

Did you enjoy this? Make sure to check out our Warhammer guides: Massively's Character Creation Guide and our WoW Player's Guide to Warhammer. Plus, don't miss any of our ongoing coverage as Massively goes to WAR!

Continue reading Reporting gold spammers in WAR now easier than ever

Reporting gold spammers in WAR now easier than ever originally appeared on Massively on Sun, 05 Oct 2008 16:00:00 EST. Please see our terms for use of feeds.

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EVE dev blog charts much improved customer support experiences

James Egan — Wed, 01 Oct 2008 15:00:00 EST

Filed under: Sci-fi, EVE Online, Patches, News items

Long petition queues, particularly related to expansions, has long been a problem in EVE Online. These long waits may very well be a thing of the past, according to GM Nova, Senior Game Master for EVE Online. GM Nova's latest dev blog, "Such stuff as dreams are made on," deals with the deployment of the Empyrean Age 1.1 patch in early September, as seen from a Customer Support perspective. "We at Customer Support, being at the front lines so to speak, are in a unique position to judge or evaluate whether a patch was successfully deployed and if ther is any fallout or unexpected problems involved, as the potential torrent of problems are directed at us to pass on," he said.

GM Nova points out how that 'torrent of problems' has slowed down to a trickle, using graph data of the Trinity expansion deployment (predictably an insane amount of petitions), the subsequent Empyrean Age 1.0 patch (so smooth they thought their petition system had crashed), and finally Empyrean Age 1.1. The trend evidenced by the graphs is that their patch deployments are becoming less fraught with complications, meaning happier players in the long run. GM Nova goes on to discuss some of the structural changes made to CCP's Customer Support department that improve petition response time, saying,"We are happy to announce that our average petition age is currently two days with most normal requests handled in hours. We hope our efforts shine through in the level of support we are able to offer." Would you agree with GM Nova's assessment, and have your own petitions of late in EVE Online been resolved in a reasonable amount of time?

EVE dev blog charts much improved customer support experiences originally appeared on Massively on Wed, 01 Oct 2008 15:00:00 EST. Please see our terms for use of feeds.

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CCP Games outlines GM hierarchy in EVE Online

James Egan — Fri, 20 Jun 2008 19:30:00 EST

Filed under: Sci-fi, EVE Online, Business models, MMO industry

The latest EVE Online dev blog comes from GM Zhainius, who writes about customer support at CCP Games. Over the 5 years EVE Online has been running, the GM staff has answered millions of petitions in addition to writing articles and guides. But their work is typically in the background; it's the devs that really get the attention. GM Zhainius felt like writing to clarify the inner workings of CCP Games in terms of customer support, and to give players a clearer picture of what happens when they file a petition.

GM Zhainius dispels rumors that Game Masters at CCP are volunteers. They're all paid employees, some of whom have been doing their job for years. He also cites a low turnover among CCP's GM staff; in fact, a number of them have been with EVE before the game even launched. The GMs work from four locations worldwide: Reykjavik, Atlanta, Düsseldorf, and Shanghai. He lays out the company's entire customer support structure and the groups or 'cells' the support team is divided into. The EVE dev blog is an interesting look behind-the-scenes into how CCP customer support is handled, and whether or not you're a satisfied customer, it's always good to know that at least someone is reading those ship reimbursement petitions.

CCP Games outlines GM hierarchy in EVE Online originally appeared on Massively on Fri, 20 Jun 2008 19:30:00 EST. Please see our terms for use of feeds.

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