The sad story of 5 players

[rquattro]

Hi there. This is NOT a flaming threat! I did this to show you, players, how much we're sad.
We're 5 close friends who enjoy to play, all together, while voice chatting at Teamspeak. We mostly play mmorpgs.
As you know, there are ALOT of free mmorpg's out there and, believe me, we've played mostly. Usually, we dedicate our free time to ONE mmorpg at a time and we always get tired of them in a month or so for their lack of quality. We kept jumping from mmorpg to mmorpg for 2, or so, years from now.

One of these days I've found Fiesta! We've start playing it, enjoying it, and guess what!? We were really in the mood to stop here and finally stick with THIS mmorpg for a long time! we convinced other friends to join us at Fiesta, we left our pc's on all night selling greens, we even spent real money on it (we never had with other mmorpgs)!!!!

Perfect game for us, we enjoyed the KQ's, the bosses, the class organization, everything in this game was really making us happy. Until this week.

For the first time, one of us needed help from Outspark's CRS. Our surprise was when the CRS was taking too long to solve the problem. We waited... and waited and waited... The problem was not even the player's fault... and we waited...

Mail in, mail out, mail to the Bank, mail to GMS mail to CRS and this SIMPLE problem isn't solved. (i say "simple" cause i've worked in a costumer service enterprise and i know that when the CRS want, the CRS solves).

Of course we don't like to play with one of us left, we were waiting for the problem to be solved. Now our moral is down, and we've lost the will to play the game...

MY MESSAGE IS THIS: You can have an awesome game, but if the Costumer service isn't that awesome, the game looses its bright. You can do alot of events, make the game fun, but it's when the time comes and help is needed that we can really determine the quality of the game.

5 friends are quitting the game and it's not because of its content.

I'm sorry about my bad english, but... you know the rest.

[MrMaJ]

You know, the GMs tend to reply faster than the CSRs I think.

[rquattro]

We don't really care about the problem anymore, the message was:

We've found THE game and we'r leaving it not because of its content... sadly

[KateeHellen]

Fiesta is still in developing phase and OS staff is not that big like others "older" MMOs and please
take under consideration another crucial fact... Fiesta is Free to Play MMO so OS dont have steady monthly income <like Wow> and they relly now on CS selling.
You say you quit because lack of response from CRS and other staff members but remember that they must deal whit countless requests, complains, demands from other players and GMs, CRS are people too who have normal life outside Fiesta :)

[Serric]

Hmmm.

Depending on the issue the CSR would be the most appropriate person to contact. It sounds to me like it was a sparkcash issue. I am sorry if it wasn't resolved. Did your friend submit a ticket or merely PM the CSRs? The reason I ask is sometimes PMs are lost of forgotten whereas a ticket must be manually clicked as "completed" or else it doesn't go away.

One thing to remember is there are thousands of players and only a few CSRs... I can assure you they deal wtih things as quickly as they can but one issue may take half a day to resolve. And, after all, they are human, not machines, which is one of the things that makes these particualr games even more fun, in my opinion. The human contact as opposed to the read-by-script responses of some other games.

Well, I am sad to see you all go. Perhaps we’ll see you again in the future. Take care, all of you, and I sincerely hope you find what you’re looking for in a gaming environment. :)

[Fubas]

Just for who is wondering what the problem is:

I payed for an item from the store, and outspark says didnt received the money. The money left my bank account and i contacted the payment gateway who said the transaction was successfull, with no errors or chargeback. So i have less 5$, no game, and no usefull support..

Dont need to say to pm GM or CSR because i already done that and no one know how to solve the situation. Be carefull buying store items its the only thing i can say

ByeBye fiesta

[rquattro]

LOL you broke my thread!

[Poisoned77]

Did you submit a ticket to Outspark support or did you just PM the CSR? All the GMs, CSRs and CLs get a lot of PMs a day, support works better if you submit a ticket. I just don't see the reasoning that because a CSR didn't respond to your PM that all five of you have low "morale" and quit the game...

[Jhanniss]

We don't really care about the problem anymore, the message was:

We've found THE game and we'r leaving it not because of its content... sadly

I ask you to retry it regardless of this bad encounter. They are growing and yes things are slow in getting responses to sometimes but they are growing. They have gotten better about this. Right now they're learning to walk from crawling these past few months, they're growing like a child (pardon the analogy). :)

Rather than give up on them, communicate (which you've done) with them.

Also, don't count the community out in being able to help you. We may not be staff but a lot of us have knowledge that may or may not be of use to you (ie - your instance of communications with CSR). :)

[Fubas]

I submits various tickets, pm gms and csr's...

[Poisoned77]

And not one of them responded in any way at all? I find that hard to believe.

[rquattro]

The lack of morale comes from the fact that we can't play together. I'm a support healer, i cant grind alone. I need a tank, but a tank needs the DDs and the AOE... one thing leads to other and we started to quit, one by one.

[Fubas]

yes they answer and some were very good on supporting (serric) but they cant do anything, and support cant do anything.. no one can do anything.. it sucks lol

BYE

[Poisoned77]

It was just five bucks...

[Fubas]

sorry if im not rich...

[rquattro]

5bucks and an account blocked for no reason. the account is over, caput, cabum.
the 5$ are the minor problem.

[kyle_infinity]

hes right it is only five bucks....so wat...if u like this game start a new account and get over the five bucks

[Fubas]

i wont start another account and left all my work behind. The diference is if it was in a coffee that someone take 5 bucks from me i would destroy the glass of the coffee with a rock, but since its online i cant do anything. 5bucks = 50bucks = robbery

[Serric]

i wont start another account and left all my work behind. The diference is if it was in a coffee that someone take 5 bucks from me i would destroy the glass of the coffee with a rock, but since its online i cant do anything. 5bucks = 50bucks = robbery

Ok, let's not exaggerate here.... there was no theivery going on.

I will admit, there is an issue somewhere... OutSpark says there is a problem but your payment client says that issue does not exist.. so where is the problem?

I am sure Hal is still trying to work on it as best he can but even his hands are limited. I asked if there was a way OutSpark could contact them directly but haven't received an asnwer on that yet...

At any rate, we should not discuss personal account issues on the open forums so I'd like to bring this back to the original topic, please.

[Hydr0]

Imagine alot of pepoles with problem just like you. they cant only answer to you. they got alot more things to do. yes they need more CSR's but they work asap now.
I know i had lag problem and CSR fixed my problems in 2 days. and i was the one who forgot to check the emails.. everytime i checked i had a msg from him for few hours.

[Lordlymight]

While I'm not a fan of the "I'm leaving fiesta" style threads (they irritate the hell out of me, in truth), I would like to say to everyone that is telling this player to suck up his monetary loss.

That is one of the most ridiculous things I have ever heard.

$5 may not sound like much to some of you, but if you spend $5, you should get something in return worth $5. It could be $0.45 and he should see some return. Plus, no one knows the circumstances. What is that was a gift, in affect, translating into whatever he bought with that $5 constitutes the gift. What if What if What if.

No one should ever have to throw away money over something like this. It isn't his responsibility (assuming that we have the whole story) and I can only hope that the issue is resolved for the sake of the company, regardless of whether the player continues here or not.

[Serric]

While I'm not a fan of the "I'm leaving fiesta" style threads (they irritate the hell out of me, in truth), I would like to say to everyone that is telling this player to suck up his monetary loss.

That is one of the most ridiculous things I have ever heard.

$5 may not sound like much to some of you, but if you spend $5, you should get something in return worth $5. It could be $0.45 and he should see some return. Plus, no one knows the circumstances. What is that was a gift, in affect, translating into whatever he bought with that $5 constitutes the gift. What if What if What if.

No one should ever have to throw away money over something like this. It isn't his responsibility (assuming that we have the whole story) and I can only hope that the issue is resolved for the sake of the company, regardless of whether the player continues here or not.

I agree. It is not the amount which was lost that is the issue - it is the fact he made a payment and somewhere, somehow something got frrgizzled and caused an error.

I can also say it isn't the amount of the payment which is making this case difficult to correct. I can't go into specifics but I can tell you for certain the amount, wether it be $5.00 or $500.00 does not mean an issue is a higher or lower priority. All issues are addressed in the order in which they are received but some issues need additioanl information from the player, making the issue linger a little longer until it is resolved.

Now, with that said, I am afraid I must now close this thread as we are getting very close to sharing personal financial info on the forums.

[CSR_Hal]

/sigh

i've been going back and forth with people all day that do not understand what a chargeback is and how to clear it.

Chargeback 101:

a chargeback is when a user starts a transaction with us, and then calls up the payment gateway and cancels the payment or refuses it. this can be for a number of reasons... both legit and fraudulent.

what is a payment gateway?

A payment gateway is the source from which the money is coming from. this could be a bank... a credit card... a money order... any number of sources

How do you clear a chargeback?

you have to call the payment gateway and tell them you want to reverse the chargeback. if you do not call the actual source of the money, nothing is going to get done.

Conclusion:

all of you who have a chargeback and have called to clear it but are still in chargeback have obviously called the wrong people. what do i mean? here's an example:

you buy sparkcash through paypal. the money comes from your credit card. then... something happens and you are in chargeback. so you call paypal and they say it's all OK. well... they aren't the ones to call. you should be calling your credit card company. they are the original source of the money, not paypal. paypal is just a 3rd party that helps to transfer the money from one spot to another. does this mean that paypal isn't part of the problem? maybe... something could be wrong on their side as well! bottom line: you need to call everyone involved and find where the snag is and fix it.

anyhow... i hope this helps explain things a bit more for those having trouble. as always... if you have an issue, submit it to the helpdesk at http://support.outspark.com/ and we'll do our best to help you. and if we tell you that you are still in chargeback... you need to take a look at the transaction and find out which link is the real problem so we can fix it!