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My feedback on communication

Naor_Sarethi
Naor_Sarethi
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When things like PvP lag, horse stuttering, content issues etc are adressed in the Q&A and elsewhere, the response on ESO live and in separate threads is: "Give us more feedback", with the attitude of "as far as we know, everything runs smoothly".
And that while the forum is overflowing with complaints, suggestions and ideas from people who actually care enough about the game to share them.
In return, it seems noone reads them, and none of the feedback actually makes it to the people working on the game.
Major issues ruining the game experience as well as REALLY constructive feedback over 9 pages long seem to be shrugged off and disregarded.
In a game, that is *entirely* based on its community, that community seems to have no real voice.
And to add... what most people are asking here is very realistic, and doable.


[Moderator Note: Title edited per our rules on Trolling and Names in Thread Titles.]
Edited by ZOS_EveP on March 31, 2015 11:04AM
  • phermitgb
    phermitgb
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    not being anyone directly associated with ZOS, and your message being directed mostly at them, perhaps I shouldn't respond, but since it's here in the general forum...

    1 - I can certainly agree that it's frustrating to ask for customer feedback and then not visibly respond to customer feedback, but I have a great deal of sympathy for any company that asks for the above, for the following reasons...

    A - it would be insanely time consuming, and relatively pointless, for any company to respond every time they read a comment, and then start making some kind of internal development process related to it. There would be the "we read this and we're including in our list of things to do" thread response. Then, probably several updates with "we worked it into build such-and-such but it didn't get tested because something else got priority", followed by "had to be tabled for this next build as we're more worried about something else" followed by "it's starting to cost money now to develop such and such" followed by "if we use this is it gonna cause a legal/IP problem?"...followed by...followed by

    imagine if EVERY poster in the general thread with an issue, bug complaint or suggested implementation of new mechanic, was basically subcontracting for free telecommuting-via-email to the company, but using the forums instead of the company email server?...I imagine that would be two steps behind ricoculously stupid, and would flood the forums with development garbage that would be next to impossible to sort out in any kind of organized fashion

    B - "what most people are asking here is very realistic, and doable." - I do not believe this is in any way true. *SOME* suggestions are definitely doable, although whether they are wise, or good solutions, or best solutions, is easily debatable. But, when taken in their entirety, the forums are chock full of self-serving solutions (solutions that would only serve the person posting and people mostly like them), contradictory solutions (which would require the company to choose one in favor of another), solutions that would work fine if they were in an isolated environment but will inevitably affect various other features of the game (for example, many complaints about pvp skills changing the pve experience just as an easy example), and other various problems.

    B1 - as a related note - I've said this several times in several other formats, and I'm going to say it again because it's relevant to this discussion as well - as much as companies say they want to hear feedback from their communities, based on what I see most communities posting about, *I* wouldn't want to take most of their advice about how to build my game. In general, players of MMO's seem to have violently contradictory interests and beliefs on what makes a game "playable" or not, and I can easily imagine, if I owned my own company and my own staff and an astonishingly versatile game engine that could be changed dramatically with very little effort...if I listened to the "advice" of my community, my game would probably change drastically each week, and each week, a new flood of complaints and new suggestions to change things would come in...

    In short, I'm not confident that making any of the suggested changes would actually make the community as a whole happy. It would just shut a small group of people up, only to open up a very loud NEW group of people that would want to change things different, or change them back, or whatever...


    2 - on a different note...I've gone back over the forums list (just to make sure I didn't miss anything), and sadly, I think ZOS is missing a more specific forum for "game design feedback" or "development suggestions" and/or "game bugs forums". There is only a "customer support" forum at the moment, which sort of *implies* bug reporting as well, but my natural inclination would be to only use it if I was, for example, going to call someone on the phone and complain about an account issue or a critical issue with the program (like, it keeps crashing, for example), which I consider to be much greater issues than bug reporting.

    Now, I've had it pointed out to me in the past, that my sense of what is "common sense" and other people's "common sense" seem to be coming from different planets, so, I'll grant that I might not be the best judge, but I think at least *some* of your complaint could be addressed better, if ZOS would create a dedicated forum feedback location for "player-based development ideas" and "bug reports/technical issues" forum threads. Because right now, almost ALL of that junk just gets sandwiched in here in the general discussion forum, which is why I *personally* don't take many of these suggestions as seriously as people would like.

    Edited by phermitgb on March 30, 2015 11:03PM
    "There is no correct resolution; It's a test of character."
    James T. Kirk
  • dietlime
    dietlime
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    Why am I not experiencing the horse thing?
  • Naor_Sarethi
    Naor_Sarethi
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    @dietlime.... i have no idea whatsoever. a LOT of people in cyrodiil have this issue, and also elsewhere in the world. The horse stops at a slight elevation in the terrain and without stamina you need to ride slowly again to bring it up to full speed. And this can happen 3 or 4 times in a row which is incredibly annoying.

    @phermitgb I am not talking about responding on the forums to every thread, but to show that they at least acknowledge issues and not respond with "get us feedback", when there is tons of feedback on here, except noone has read it.

    Secondly polls exist, and with over 400 people voting on a thing at least one comment would make sense.
    otherwise it feels like we're polling for ourselves with no effect.
    And i am talking about issues like a different kind of mature oriented content e.g. that had many people saying they would like to see the game go in that direction, and ESO live picked a minor suggestion (moar evil choices plz), giving a "no answer" answer, and shrugging it off again.
    In terms of "doable", design questions are the primary issue. Especially concerning future content, that if not augmented to some degree will lose the game, players.

    Yes there probably should be subforums, but then again i doubt that will make it any more likely for them to actually consider any of it.

    And i am not talking about "nerf dis", "add that" kind of topics but major issues that have multiple threads going on.
  • phermitgb
    phermitgb
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    regarding - tons of feedback except no one has read it - You don't know that. It is entirely possible that many people have read it, or key people have read it, or forum mods have read it and thought it interesting and passed it on to key people...you just don't know

    now, I can understand that you'd like some acknowledgement of your thread - we all like being publicly appreciated - hey, Naor - we read your post on mature themes, and we've passed it on to our development manager to yada yada yada...

    that would be nice. I freely admit that - I'd love to see ZOS personally thank me for my compelling insight on whatever I had random thoughts on this afternoon. I'd get all warm and fuzzy inside, maybe even encourage me to log in tonight and play ESO over Pillars of Eternity...

    but frankly, I don't need any feedback from ZOS. I'd be stunned if they *did* read my suggestion. Because I'm one guy out of thousands that post their random drivel on this board daily - maybe I really am the innovative genius I like to think I am - maybe my idea is drek and I should shut up and play silently from now on...I dunno - in the end, I pay the people at ESO to make a game for me to play, or I don't and get to play slightly less of the game for free. Point is, it's their game - their responsibility to develop content that keeps me playing, or lose me forever.

    They can listen to me or choose not to. If I post an idea on this forum and they use it, they aren't obligated (legally at least, and quite frankly, not even ethically) to throw me so much as a dime, or even mention my name. It would be nice if they did, but they don't have to, and quite frankly, I'd be stoked just to see my idea make it into a game regardless of credit (course, at that point, I gotta stop throwing around my genius for free, but that's a different issue)

    I went on there a bit - point is, you don't know what they've read or haven't read, and demanding that they keep you updated on their day to day activities with the material that you post on THEIR message boards that they may or may not be using is...well, it'd be a lot more energy and effort than any company has ever spent before on their forum goers, as far as I can remember.


    As for second thing, polls existing - of course polls exist. LOTS of polls exist. Lots of polls get lots of responses. Doesn't necessarily mean that those responses are well thought out, or that the polls are well thought out. Doesn't mean that the poll, even if it IS well thought out, is still going to mesh with whatever the developers WANT the game to be vs whatever the poll-maker wants the game to be like...and etc...

    so again, commenting on a poll simply because it gets a significant response (and I suspect that 400 people, while a moderately impressive forum #, still doesn't constitute a significant response to a game community that I'm sure ZOS hopes measures in the hundreds of thousands) is counter-productive to the devs working on the actual game. Maybe they're already headed in that direction but if they respond to your poll it'll look like they took advice from you and then expect you to sue them when they create something that happened to be kinda like your poll that they were already doing all on their own (NEVER underestimate the lengths a business will go to ensure that it can't get sued by some guy hoping to make a quick buck off of a coincidence) - maybe they CAN'T make more mature themes because of censors or whatnot but don't want to quash your dreams of a more mature ESO...

    point is, there are about at least a thousand possible things going on behind the scenes regarding your post, your poll, your ideas, your recommendations, your requests and your priorities, and how ZOS is reacting to it (assuming they've read it at all) - and while I can understand that you WANT feedback, you'd feel more connected and appreciated with feedback, I just don't think it's a realistic expectation - I don't believe that any of us has so much of the attention of ZOS that the company is hoping to have direct feedback on a consistent basis with us - and ten-to-one, if there IS someone that ZOS follows and is listening to on a direct basis, that communication is almost certainly private, and probably accompanied by several legal documents.

    I'm not trying to make you angry or put you down - I just think you're expecting too much in the way of response, for the format of these forums. I'm serious - if you're really, REALLY serious about making a change to ESO - if you really think that your idea merits a significant design change/development shift from ESO, then it's time to write up a letter - put together a pitch, a proposal - do a powerpoint presentation - film it - get some data on user #'s, other games that have mature ratings, maybe do some research on video-game censorship standards and propose some ideas for confronting the obstacles that ESO would encounter in changing it's level of maturity - or whatever issue you think deserves direct response from ZOS...



    in short, if you think your suggestions should be taken so seriously that a multi-million dollar company should feel obligated to respond, it's time to start acting like a professional businessman (or woman) and deliver your idea that way - not use a free website where any schlob with an opinion can blather on for 30 minutes like I just did...
    "There is no correct resolution; It's a test of character."
    James T. Kirk
  • dietlime
    dietlime
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    Straw polls typically have no effect, sooner you realize that the better.
  • Zarbryn
    Zarbryn
    In all code development a known bugs and issues list is recorded and updated. I am not saying ZOS should release every detail, but a proper bugs page just acknowledging the major issues might help.

    Just a title and a brief description and maybe even a comments page for people to add more feedback. Just to make people feel like they are being listened to and ZOS is working on the problem. Doesn't even need a due date. At the moment people dont even seem confident ZOS know what the bugs are, which is the main reason they are upset. I sure that is not true but as there is limited feedback from the company on some reported issues it is not fantastic for customer relations.
  • jamesharv2005ub17_ESO
    jamesharv2005ub17_ESO
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    Zarbryn wrote: »
    In all code development a known bugs and issues list is recorded and updated. I am not saying ZOS should release every detail, but a proper bugs page just acknowledging the major issues might help.

    Just a title and a brief description and maybe even a comments page for people to add more feedback. Just to make people feel like they are being listened to and ZOS is working on the problem. Doesn't even need a due date. At the moment people dont even seem confident ZOS know what the bugs are, which is the main reason they are upset. I sure that is not true but as there is limited feedback from the company on some reported issues it is not fantastic for customer relations.

    Ill be honest. I think ZoS hates us. They made what they consider the perfect game and we just arent playing it right. For example the guy said if we would just spread out in cyrodill there would be no lag. I seriously worry about them coming up with a solution when they seem to think there arent any problems.
  • Anoteros
    Anoteros
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    When things like PvP lag, horse stuttering, content issues etc are adressed in the Q&A and elsewhere, the response on ESO live and in separate threads is: "Give us more feedback", with the attitude of "as far as we know, everything runs smoothly".
    And that while the forum is overflowing with complaints, suggestions and ideas from people who actually care enough about the game to share them.
    In return, it seems noone reads them, and none of the feedback actually makes it to the people working on the game.
    Major issues ruining the game experience as well as REALLY constructive feedback over 9 pages long seem to be shrugged off and disregarded.
    In a game, that is *entirely* based on its community, that community seems to have no real voice.
    And to add... what most people are asking here is very realistic, and doable.

    It's obvious ZOS are playing ESO from the far far future where they've perfected the client to a point where when they peer into the past and these forums they can't relate.

    (All these issues have been in the game since alpha. I don't see them getting adressed anytime soon ;) )
    Edited by Anoteros on March 31, 2015 3:01AM
  • Zarbryn
    Zarbryn
    Alternatively I have seen someone asking for a separate bug report forum. That could work well if a ZOS employee created a sticky post for each widely reported bug. The initial post would then be from directly ZOS

    ie 'Mount movement bug' 'We had had reports of... please post below any videos or details' etc.

    At least it would make people feel ZOS was actually reading peoples feedback and responding. I am sure they are working to fix the bugs, but more transparency with the customers would help.

    People dont get upset because of bugs, most people understand maintaining large amounts of code is difficult. People are less happy when they feel they are being disregarded.
    Edited by Zarbryn on March 31, 2015 3:06AM
  • LameoveR
    LameoveR
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    Yeah. Make us at least feel that you even cares, ZOS.
    Edited by LameoveR on March 31, 2015 3:54AM
  • Zarbryn
    Zarbryn
    Not to mention the main forum would not be full of complaints. The first thing any potential new player will see.
  • Naor_Sarethi
    Naor_Sarethi
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    @pecheckler This actually looks like a forum we could use here and definitively looks like the devs on that game do care.

    Edit: it seems, the post with the sample forum image was removed.
    Edited by Naor_Sarethi on March 31, 2015 4:01PM
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