Dear PWI,

Aijou - Harshlands

Frankie is not a dev.

Keliska - Raging Tide

Okay o.o

Now how is this a question for a thread?

chaoticshelly

OP speaks the truth b:shocked

Asterelle - Sanctuary_1381265973

While true he is the only real line of communication the players have to the devs, well it's supposed to be that way.

It often doesn't seem like there is very good communication between him and PW-CN. When you add that to the poor communication between players and frankie you get alot of player frustration.

chaoticshelly

Asterelle - Sanctuary wrote: »

While true he is the only real line of communication the players have to the devs, well it's supposed to be that way.

It often doesn't seem like there is very good communication between him and PW-CN. When you add that to the poor communication between players and frankie you get alot of player frustration.

I'll be the first to admit it's just the case. They are extremely slow to respond, and since everything has to be approved by them first handed, it makes it hard to even reply on these forums with concrete answers.

kondors

The fact that there is slow or inconclusive response from china to frankie is neither here nor there. The point is that there are threads here on the forums with literally hundreds of posts from players without even the courtesy of an acknowledgement from frankie.
That is inexcusable, extremely ignorant, and serves merely to increase the anger and frustration felt by the player base.
The thread on VAT charges is a prime example.
Whilst there may not be a concrete answer available at the time, it would show at least a small element of caring if at least there was a response indicating that someone gives a dam, and that answers are being sought after.
No one expects farnkie to have all the answers.
What they have an absolute right to expect though, is that IF he doesnt have the answers, he is addressing the issue with those who do have the answers.
It goes with the job.. "I am not sure of that but I will ask someone who does know and get right back to you"
Of course, that would also require that he keep his word and chase down the answers.

There would be a lot more empathy with frankies position if it appeared in ANY way that he took customer issues seriously and was actually making ANY effort whatsoever to address those issues.

Not responding at all to threads with hundreds of posts can only be described as ignorant, unresponsive and above all as displaying a total lack of interest in the requirements of the job role he is intended to be fulfilling.

Communication is key in ANY customer service role.. there isnt any here and it seems to me that it is time to move aside in favour of someone who is capable and interested in the role.

SylenThunder - Twilight Temple

ChaoticShelly wrote: »

I'll be the first to admit it's just the case. They are extremely slow to respond, and since everything has to be approved by them first handed, it makes it hard to even reply on these forums with concrete answers.

Given that the only concrete answer he gave on the SP fix was, "You'll get it as soon as we can give it to you ". Add to that the fact that it was 3 weeks out from the end of the original vague timeframe he gave....

You can see why we hate our CM's. Regardless of how slow China is on getting us our patches, I am certain that it doesn't take 7 weeks to find out what's going on with them and let us know in more precise terms.

The only real communication we get from the CM's lately is when there's a huge outbreak. We are only given information when we raise holy hell about it, and the information that we are given at that point is less than informative.

Add to that the absolute lack of a GM support system lately and you can see exactly how the company feels about the client base. They don't give a rats ***.

Yuna_Sama - Heavens Tear

Poor Frankie is just a powerless comunity manager... He always has to bring the bad news... Haven't some ppl heard of "don't kill the messenger"? It's not his fault the devs give him a message, he shares it with us, and then eventualy the devs lied to everyone... We should totally have a "Frankie apreciation day" cause he sticks with us even if he's treated ungratefully... b:surrender

VenusArmani - Dreamweaver

SylenThunder - Sanctuary wrote: »

Given that the only concrete answer he gave on the SP fix was, "You'll get it as soon as we can give it to you ". Add to that the fact that it was 3 weeks out from the end of the original vague timeframe he gave....

You can see why we hate our CM's. Regardless of how slow China is on getting us our patches, I am certain that it doesn't take 7 weeks to find out what's going on with them and let us know in more precise terms.

The only real communication we get from the CM's lately is when there's a huge outbreak. We are only given information when we raise holy hell about it, and the information that we are given at that point is less than informative.

Add to that the absolute lack of a GM support system lately and you can see exactly how the company feels about the client base. They don't give a rats ***.

Frankie sent an email to china about base wars in April, and did not receive followup on it until August. It took so long he forgot to keep asking, and it took a player thread to remind him it was still an issue. The quality of the communication on both ends seems like it needs vast improvement. China should have given him a reply much sooner, he should have done some follow up and asked again much sooner. The lack of response on both ends, and follow through is a huge issue. Then Frankie's insistence on not even posting a follow up acknowledgement only exacerbates things. I realize that he doesn't want to just "nothing new here" if he doesn't have any new information, but it makes seems as though some issues are being completely ignored.


I mean which scenario would you guys prefer, admins and Frankie. (I also hope to see more of Genotypist)

Scenario A: You're in a restaurant. You order a nice juicy steak.

::a burnt piece of steak is brought to the table.::

Customer: Excuse me miss, my steak is burnt

Waitress: I'm sorry about that, I'll have the cooks fix it for you

Customer: Thank you

-1 hour later-

Customer: **** you guys, I'm going home. ::leaves::

Waitress: Here's your steak! ^^ Oh guess he left


Scenario B: You're in a restaurant. You order a nice juicy steak

::a burnt piece of steak is brought to the table.::

Customer: Excuse me miss, my steak is burnt

Waitress: I'm sorry about that, I'll have the cooks fix it for you

Customer: Thank you

-20 minutes later-

Waitress: I'm so sorry about the wait, the kitchen is very backed up and we haven't gotten a chance to re cook it yet.

Customer: err fine

-20 minutes later-

Waitress: Still haven't gotten a chance to get to that steak yet, turns out they were frozen. I'm really very sorry for any inconvenience this may have caused you.

Customer: It's okay just please hurry, I'm on a deadline


-20 minutes later-

Waitress: Here's your steak! :;hands a huge, nice, juicy steak::

Customer: Finally! I'm starving.

Waitress: No problem, and again I'm sorry for any inconvenience this may have caused you. If you need anything else please let me know.

Customer: Thank you


Here's a hint, both customers had to wait an hour for food they should have received the first time. But a little customer service made the biggest difference.

AnimaBlanc - Sanctuary

Yuna_Sama - Heavens Tear wrote: »

Poor Frankie is just a powerless comunity manager... He always has to bring the bad news... Haven't some ppl heard of "don't kill the messenger"? It's not his fault the devs give him a message, he shares it with us, and then eventualy the devs lied to everyone... We should totally have a "Frankie apreciation day" cause he sticks with us even if he's treated ungratefully... b:surrender

I've often defended frankie, and with me a good few other people, but sometimes you just have to bite the bullet and face fact that the community you were supposed to be communicating with as "community manager" is sick and tired of
misplaced riddles,
inexcusable timeframes that exceed a prospected promise, (bans of goonies, revertion of sp and herby only catering to only ONE side of those involved, the people against)
Half baked answers that lack actual responce
two faced statements (reporting of the goonies, execution and awknowledgement)
rectification responces that shouldn't have been necesairy in the first place. (fashion week fashion price in boutique)
Sale upon sale upon sale, not to mention the vague ending dates that go with them
The general lack of respect and underestimating the gross IQ of their playerbase. ( changing someone's passwords without notice and pisspoor execution ring any bells? )
the dictatorship when it comes to raw and pure opinions of people that they are suposed to be catering to are immediately hushed (here i am actually excusing the Mod's, their actually only following protocol, which on the flipside made some of them a bit triggerhappy with the /closethead button, whether they believe it or not)

the list will longen prolly tens times more but above mentioned is what the frustration keeps coming.
instead of trying to actually fix some of the damage done their/he is trying to bypass it with lucrative but very misplaced riddles,
"activeness" on the forums that mostly consist of replying with a link, picture or 'funny' remark when that, was not what we asked for.

we asked for clarity, honesty and clear, pinpointing solutions.

none have been met but with very, and i mean very dissapointing attempts which only gives more reason to believe were being treated as kindergarten toddlers who cry over being hit with a ruler by the headmistress then offered a piece of candy with the message " oooh look at this, what's this? yesss, a sandbox. go play till mommy comes and get you to kiss the boo boo better..mmmkaaay? ^^"

Mitachi - Dreamweaver

Devs are so fail they don't even respond to their own employees. lol.

We would appreciate it more though if frankie just gave us a simple "i don't know" or "i haven't received a response yet"

Yuna_Sama - Heavens Tear

AnimaBlanc - Sanctuary wrote: »

inexcusable timeframes that exceed a prospected promise, (bans of goonies, revertion of sp and herby only catering to only ONE side of those involved, the people against)
Half baked answers that lack actual responce
two faced statements (reporting of the goonies, execution and awknowledgement)
rectification responces that shouldn't have been necesairy in the first place. (fashion week fashion price in boutique)
Sale upon sale upon sale, not to mention the vague ending dates that go with them
The general lack of respect and underestimating the gross IQ of their playerbase. ( changing someone's passwords without notice and pisspoor execution ring any bells? )

the list will longen prolly tens times more but above mentioned is what the frustration keeps coming.
instead of trying to actually fix some of the damage done their/he is trying to bypass it with lucrative but very misplaced riddles,
"activeness" on the forums that mostly consist of replying with a link, picture or 'funny' remark when that, was not what we asked for.

we asked for clarity, honesty and clear, pinpointing solutions.

Well technicly he's not even in a GM possition... He has some GM powers I'm sure but I think everyone working for the company has his/her own tasks to attend to... Though I agree it would be more honnest if he's just post something like "I know how you feel but honnestly I have no freaking idea"... But how would most of the community respond if he's do that? Right now he passes whatever the dev's tell him while he's praying they told him the truth...

Salasyn - Heavens Tear

Given that the only concrete answer he gave on the SP fix was, "You'll get it as soon as we can give it to you ". Add to that the fact that it was 3 weeks out from the end of the original vague timeframe he gave....

You can see why we hate our CM. Regardless of how slow China is on getting us our patches, I am certain that it doesn't take 7 weeks to find out what's going on with them and let us know in more precise terms.

The only real communication we get from the CM's lately is when there's a huge outbreak. We are only given information when we raise holy hell about it, and the information that we are given at that point is less than informative.

Add to that the absolute lack of a GM support system lately and you can see exactly how the company feels about the client base. They don't give a rats ***.

Fixed. We loved spoons, wasn't he the CM before frankie?

AnimaBlanc - Sanctuary

Yuna_Sama - Heavens Tear wrote: »

Well technicly he's not even in a GM possition... He has some GM powers I'm sure but I think everyone working for the company has his/her own tasks to attend too... Though I agree it would be more honnest if he's just post something like "I know how you feel but honnestly I have no freaking idea"... But how would most of the community respond if he's do that? Right now he passes whatever the dev's tell him while he's praying they told him the truth...

I never said he was a gm, clearly stated he's a community manager, dont think you really understand what i'm getting at.

and actually, i -would- like it if he would say he had no freaking idea.

it would actually show some heart for what he's doing and commitment.
atm all he is to me is a sigarsmoking suit with a smug smile, cause that's what he puts across.

Yuna_Sama - Heavens Tear

Salasyn - Heavens Tear wrote: »

Fixed. We loved spoons, wasn't he the CM before frankie?

I heard Spoons got fired cause he cared about the community too much... The Dev's didn't like that... It's just a rumor though... Don't kill me for it if I'm wrong... b:avoid

@AnimaBlanc: Maybe you could send him a PM asking him to be more honnest if we don't put our guns too his head for it... And the names of ppl who support this... b:avoid

AnimaBlanc - Sanctuary

Yuna_Sama - Heavens Tear wrote: »

@AnimaBlanc: Maybe you could send him a PM asking him to be more honnest if we don't put our guns too his head for it... And the names of ppl who support this... b:avoid

I wasn't really planning on dotting down millions of names for the sake of something that should be a given.

prof

you're telling people frankie isn't a dev? i doubt frankie is even a real person. what does frankie post? bad news. usually bad news, followed by alleged good news that a new pack is in the next patch(which is actually worse news).

i'm willing to bet frankie is a scapegoat account for the overly sensitive pwe staff.

Sukinee - Heavens Tear

Sadly there are some people who still don't know the difference between a GM and a Developer. And, even the developers in the US office don't really have that much control for the actual game content, the real developers are in China....

TolanSky - Heavens Tear

has it occurred to any of you that Frankie has absolutely no control over what he tells us, and with regards to major content updates like 9 Trials, he likely is required to sign non-disclosure agreements long before the official announcement date is even decided upon.

Sdrassa - Sanctuary

That may be true, but he could at least respond to questions. Even if it's a 'I have absolutely no ****ing idea'. That would at least be more than the bullpoo he's feeding us now.

Sarrafeline - Sanctuary

Mitachi - Dreamweaver wrote: »

Devs are so fail they don't even respond to their own employees. lol.

We would appreciate it more though if frankie just gave us a simple "i don't know" or "i haven't received a response yet"

He would wear those keys out on his keyboard.

Deteriorate - Harshlands

Sarrafeline - Sanctuary wrote: »

He would wear those keys out on his keyboard.

*highlight*
*right click (Lol@macusers)*
*copy*
*paste*

Eaaaaasy.

snufalufaguss

What do you really want to hear from Frankie? Would his words magically make the game better? If he could tell us the truth, what would he say...

"PWCN will continue to develop without considering any of your suggestions."

"China still doesn't care what you have to say, or what I say for that matter."

"We are still going to sell power no matter how much you complain about it."

"If you continue to support PWI finanically, we will continue to invest that money into developing other games instead of this one."

"No. We are not working toward making PvP more balanced."

"FC glitch may or may not be fixed within the next year. We are waiting for bean counters to determine whether or not this is better for PWI financially before making a final decision."

Mitachi - Dreamweaver

Sarrafeline - Sanctuary wrote: »

He would wear those keys out on his keyboard.

Np he can just copy and paste my words then npnpnp

Retsuko - Heavens Tear

One thing i noticed.

The PWE staff and eployees have never apologized for anything.

Sdrassa - Sanctuary

snufalufaguss wrote: »

What do you really want to hear from Frankie? Would his words magically make the game better? If he could tell us the truth, what would he say...

"PWCN will continue to develop without considering any of your suggestions."

"China still doesn't care what you have to say, or what I say for that matter."

"We are still going to sell power no matter how much you complain about it."

"If you continue to support PWI finanically, we will continue to invest that money into developing other games instead of this one."

"No. We are not working toward making PvP more balanced."

"FC glitch may or may not be fixed within the next year. We are waiting for bean counters to determine whether or not this is better for PWI financially before making a final decision."

Actually, any of this would be okay as long as it would be the truth. Especially the second option, that would show that he's as annoyed as we are. Now all we get is: 'hold on to your tenders people, there's something coming and we're not gonna tell you what!!!!' *result* big disappointment for everyone, more rage and more mancow-poo

Ikarium - Dreamweaver

Mitachi - Dreamweaver wrote: »

We would appreciate it more though if frankie just gave us a simple "i don't know" or "i haven't received a response yet"

You're wrong here.

Look at SP. Yes, huge outburst. Questions asked, deadlines missed.
But an answer of this degree that you say is satisfactory was given and it wasnt satisfactory at all for many people.
In the end, as I recall, frankie said how everything was coming in one big patch from China, and they (PWE in Cali) have no control over it or when it gets here.
Thats what you would call satisfactory. I would too. Its open ended truth, that China is in control and we don't know for sure when its coming. Its the best answer PWE in the USA has atm.

But since then, how many other threads are there and countless others are hijacked by people who are now just yelling and rude demanding something be done and demanding answers about SP.
He gave the only answer he had. China is doing it, they are in control of it. That wasn't good enough and if I was in the position I wouldn't care to answer every thread that gets hijacked and restarted over and over with the same questions to give the same answer over and over either.

Sdrassa - Sanctuary

That anger is more directed to the fact that we were promised a deadline that was ignored and we didn't even get another response after that.

Yuna_Sama - Heavens Tear

Ikarium - Dreamweaver wrote: »

You're wrong here.

Look at SP. Yes, huge outburst. Questions asked, deadlines missed.
But an answer of this degree that you say is satisfactory was given and it wasnt satisfactory at all for many people.
In the end, as I recall, frankie said how everything was coming in one big patch from China, and they (PWE in Cali) have no control over it or when it gets here.
Thats what you would call satisfactory. I would too. Its open ended truth, that China is in control and we don't know for sure when its coming. Its the best answer PWE in the USA has atm.

But since then, how many other threads are there and countless others are hijacked by people who are now just yelling and rude demanding something be done and demanding answers about SP.
He gave the only answer he had. China is doing it, they are in control of it. That wasn't good enough and if I was in the position I wouldn't care to answer every thread that gets hijacked and restarted over and over with the same questions to give the same answer over and over either.

My point exactly... And still he puts up with all the **** thrown to him... I kinda respect that... I don't think I'd have as much patience as Frankie has if I where in his position... b:surrender

ReMakaBo - Archosaur

Everyone here seems to think they know frank's job description better than he does. Just because you have a labled tittle, does not mean you have limits.

From what I have seen, he sends an email when an issue is up---whos to say those in china havn't simply forgotten whatever it is we are hounding about here, because his brief one time email, one time answer gotten, has simply been put on the back burner for lack of concern, because it hasn't been addressed more.

Can't tell me if franky hounded them on a daily/weekly bases, like we are hounding issues here, china would'nt have atleast gave some viable answers, that frank could then relay to us. Slow or not, 6+ mos on some things? If they are taking that long to produce a leased product, then they are in a breach of some sort of agreement i'm sure. stop payment or somthing. China would wake up then....

Pretty simple, he clocks in, puts in his hours, clocks out. Could careless enough to actually put out effort for us, when it is prob. to much effort as it is to get to the office in time.

mcfreakie

If Frankie doesnt want the anger directed in his direction... Give us a new CM who can handle it. When we are given just ONE person to communicate with the company then they get it. For all we know Frankie is at the office playing solitare and China has heard NOTHING. People tend to believe things like that because we hear NOTHING. When people hear things like soon and it never comes or 3-4 weeks... it should be here in that time frame then 2 weeks later we still dont see anything people dont believe ANYTHING.

I think the example above about the restaurant is excellent. Fact is Frankie has no clue when it will come to us. Fact is China wants to roll out some big new content which I am sure will be the finished product from their little experiment in SP but will not change SP till they have their new content ready. Fact is China does not realize the player base is bleeding here in PWI because they do not have an understanding of the differences in player base.

If complaining supposedly is getting SP changed then people better hang on while the complaints flow cause complaints over this blunder wont stop till its fixed. If you dont like the complaints about SP -OR- Frankie... DONT come into these threads.

And to Frankie... my suggestion is every email, letter or call to China contains the message that people are still raging mad and want to know when SP will be fixed. Make sure they are CLEAR that people will NOT buy zen or support those players who DO buy zen (via catshops) until this mysterious patch "_ _ _ (cold day in hell) _ _ _" is implemented fixing the blunder in SP.