Constructive and concise.
- The developers are catching flak because of AGS leadership and are not the sole problem, AGS leadership is.
They do need more training, this is obvious from the quality of life mechanics left out and overall bug ridden patches and exploitation happening, quality control is very, very bad. The developers are inexperienced and need outside help from actual MMO developers with more than two years “in the software game industry in various departments” as has been stated by them. More training is sorely needed.
- The customer service is outsourced garbage. Amazon has outsourced the customer service to third parties that are poorly equipped and poorly trained to deal with anything game related. CSR;s Not trained, not regionally locked, the support and responses are pure garbage and very inconsistent. I would also bet they are overwhelmed and toss a large number of tickets or simply cut and paste responses without actually reading or actually checking on anything.
Keep in mind, the devs provide the metric for the CSR’s to follow, along with a standard flowchart and instructions after it is cleaned up and sent out to the outsourced trash that is AGS support. I can just imagine the fiasco as these directives go to these third parties and individuals that are poorly trained or simply do not care.
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Making statements like “Other companies do it” is beyond insane when a company is trying to get consumer trust.
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“We read feedback” This statement is suspect. AGS may read some sanitized version given to them after it is consolidated, cleaned, and most of it thrown away…as prior patches and this most recent update flatly prove.
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When you have PTR feedback that needs to be addressed, that is, the feedback that does actually reach a dev, then “Scheduled” releases need to be postponed by some person in charge with more knowledge than how to use a spoon properly.
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The update has been out for 12 hours…the negativity should be a sign regarding the “Telemetry”. The bigger question is why adjustments have not been made already. In the first 6 hours there were problems that needed to be addressed, yet nothing has been done.
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While the devs may be working hard, the AGS leadership and whomever manages this game needs some serious help and retraining “In my opinion”.
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The most egregious thing regarding AGS and the overall support, community support, and Game ticket support…there is a LOT of lying going on. Amazon says the EULA /TOS are legally binding documents for we consumers, and yet Amazon game support has been caught lying and being deceptive with all the chat logs being displayed.
Suggested changes. AGS game support needs to stop lying to the consumers, get serious training, and be region locked, not the current throw all tickets into the same pool and let anyone from any country process it.
AGS needs to get outside help from some big name MMO studio (ANY) with devs that will train and educate the current AGS staff and support staff and supervise them until they can be signed off as competent. Send the current head of AGS back to his book department and hire an established MMO game dev to head AGS and provide direction.
I know some of the things going on behind the scenes as it is a common denominator in any development with garbage leadership that is incapable of listening or clueless as how to something works, especially the project they are assigned. I worked at RTI for seven years. I have sat in meetings and during the final decision making, have had to stand up and say “NO” and really anger some suits, but it must be done or “stupid thought” usually ends up becoming features in a product.
While the employees at AGS may not have the protection of being an enforceable party, that is, a person that can stop a project cold by withholding funds if need be as I was, there is remedy. Management making constant mistakes and releasing bad service/product/support, as long as it is documented, can be reported. This can lead to improvements. Management may be able to retaliate in the short term, but in the long term, those in charge will ultimately be held to account. Especially with todays optics.
I see this as a current problem in AGS. I can just imagine the fights between devs and leadership, thinking they are not happening is naïve.
I know the devs are taking the brunt of the criticism when the AGS leadership is the major problem with this game. Direction, suspense’s, short/mid/long term goals are set in stone because those in charge will not listen and adjust. Top this with generic third party customer support that is not region locked, that is ill trained and scripted, and hides behind statements such as “we do not have to tell you anything” makes it appear the leadership in AGS needs to be held accountable for a number of things.