Multiple issues and potential solutions

Feud:

There’s always been the red ring, it’s always made feuds unplayable at certain times. It’s also not device or connection dependent, so too many players with different smartphones (different operating systems) and different internet connections have the same problem at the same time. The red ring usually occurs during daytime in the USA. Then, at least it seems, the rest of the world is affected by the problem, sometimes it’s so bad that you spend more time waiting than fighting. The “funny” thing about it is that the rest of the game is not affected by it, outside the Fehden Arena everything runs smoothly. So it is obvious that it is due to the connection to the servers used in the feud. Because I repeat, when the red ring appears, it occurs, at least in my team, in 99% of the players at the same time and no, we don’t all have the same broadband connection and no, we don’t all have the same smartphones. Yes I admit in the last 1. 5 years there has been a small improvement, so it is being worked on, unfortunately apparently not enough because it does not hit the main market of the game.

In Flash Fehden there is always a feud that brings more points than the other three, here should be a monthly change. So not only North America always has this advantage, while the rest of the world has to sleep. Say in the first month the first FF scores more points, in the second month the second FF and so on.

This should be quite easy to implement and would significantly improve the fairness of the game.

Faction Heal Packages:

It still happens that the timer to get a new Faction Heal does not work properly, if you have bad luck you get a new Heal only after several days, when this problem first appeared you could still fix it by buying a bag in the team shop and so got a new Heal, then the timer ran properly again, after working on it, this bed works Unfortunately, no more. Very annoying.

Communication to the player / customer

Here you can actually only talk about the fact that this does not take place! If the Kick Off Tour is changed like last time, there is no information in advance, the customers are shown that everything is the same as before, 99% of the customers buy the package and then realize that the monthly star is now required to 5 stars in Hell mode. There are countries in the world where such behaviour is even relevant under criminal law. Keyword fraud / fraudulent deception.

Of course, if the costs for coins and TP events are increased, no information is provided in advance.

This could be continued indefinitely, information about changes only comes when it comes to the customers putting even more money into the game. . .

Support

I live in the world-renowned service desert of Germany and through my many years of experience in online gaming I have had enough experience, but how the support here deals with paying customers is very friendly. very bad! The support people are always friendly, is the only positive thing to say. Now we come to the things that are a no-go for paying customers! The waiting time as a paying customer is not acceptable, let's take a typical (flash) feud weekend as an example:

You buy something at the start of the event but you don't get credit for it, so you contact support. Send the screenshots of the invoice from the purchase right away in the first contact, then the hoping and waiting begins. If you're lucky, the ticket will be processed within the feud, but then often so late that the purchased stairs can only have half the effect. Either half of the feud is over or the first two Flash feuds are already over. So you paid full price for half the service. The support thinks, but then not along, instead of apologizing and sending a compensation right away, this should be dependent on the player level and the roster strength, the ticket is simply closed, leaving the paying customer frustrated. It gets even worse if the ticket is only processed after the feud, then you get the stairs after the feud and cannot use them at all, of course the ticket is closed immediately there too. Staying with the feud example, this applies to SD events as well. After the feud you don't get the reward, so you contact support, the ticket is processed, then you get the reward so far so good, but what's the point of the prize wall coins if the prize wall is gone from the shop? Absolutely nothing right, the players and/or customers then of course feel fooled again. A solution would be here, the system checks in the background whether the price wall coins can still be used, if this is not the case, they are replaced by coins, TP or MLC coins depending on the player level and roster strength. No customer and/or player remains frustrated.

further solutions:

If you contact support via the ingame option, the following is automatically sent when you create a ticket:

Operating system, subscription customer status, roster strength, player level and vip level. When creating the ticket, insert a drop-down menu to be able to provide more detailed information: -Reward not received - Bug found - Purchase not received. .

Support employees no longer close tickets automatically, because once the ticket is closed, the communication that took place before apparently disappears, because you have to describe your problem again. Instead, a question is introduced “ Problem fixed? Yes No? If the customer/player does not respond within 24 hours, the ticket is considered closed and can be closed and deleted from the system.

Why am I referring to player and roster level a lot here? For small accounts, 25 TP or 25 healing packages is certainly a lot, but it doesn't bring anything to a large account.