Revision as of 01:30, 22 May 2014

There are always a fair number of gripes about long wait times for page responses. Even when we had triple the staffers we do right now, these complaints were still as prolific as they are now. Regardless of how many staffers we have, there are always going to be wait times; but there are also numerous things you as a player can do to ensure that your page is handled as quickly as possible.

Most of the pages we receive are not structured for efficiency, so it seems like a bit of a public service announcement might be helpful. We get an absolute ton of pages most weeks, and in many cases if the player would take an additional few seconds to page properly, it would save everyone involved a lot of time.

How to Page

To initiate a help request, open the Help menu via either the top toolbar or the button on your paperdoll.

You will then see the initial paging gump:

Select which category best fits your issue.

- For staff services of any kind or for any general questions about the game, select "General Support Request".

- If you cannot move your character at all, select "My character is physically stuck in the game". Do not select this option for anything else. Do not select this option if you are lost or need help exiting Felucca. That does not constitute being stuck.

- For player disputes in local or world chat, select "Another player is harassing me". This option will attach a copy of your entire journal log for the staff to review. This is particularly helpful if a staff member below the Admin rank is assisting with your page, as they will have no other way to verify your claim. Do not select this option for any issue other than local-chat or world-chat harassment. If your harassment/dispute issue took place in PM or guild chat, you will need to wait for an Administrator to assist you.

Paging Guidelines

Here are some important guidelines for sending a page. If you are paging for:

Items/spawners/vendors moved

All new spawners are movable by the player, and thus this is no longer a staff service. If you have trouble moving your spawner, page while standing at the location of the spawner in question and explain what you have tried already.

Guild hue

Page while standing next to your guild stone (you can move after the page is active). In the body of the page, tell us which hue, and which tub(s) you want. Have the full gold amount in your main bank box.

House move

Page from location you want your house moved TO. If there are any specific details, describe them in the page. NOTE: Yard items & Guildstones WILL NOT MOVE with the house. Remove these before you page!

Titles & name changes

Page with the title or name (up to 20 characters max), have gold in your bank and/or tokens in your ledger.

Reporting an AFK leveler

Try to talk to the player in local chat. If they do not reply after a few messages, page with "verbal harassment" so we can see the chat log more easily. This will allow us to see that the player in question did not reply, so that we can confirm they were unresponsive at that time even if they are no longer leveling when a staffer sees the page. Note: This does not mean the person will automatically be jailed, but it does get logged in their record for future reference. We keep a more close eye on players who are often paged on for AFK'ing.

Player disputes

If you are having trouble with another player in local chat, please always page 'verbal harassment' so we may see the chat logs easily. Describe the issue as completely and concisely as you can in the body of the page. "So and so is being a jerk" is not an acceptable description for a page and will greatly delay our process.

World chat violations

If a player has violated world chat rules, please page with their name and the exact shard time of what was said, as well as either a paste from portal or a general idea of what was said that was inappropriate.

Loss of item/pet/etc

Please understand that we do not do any recoveries for free. Please also see this post: viewtopic.php?p=19396#p19396. ALL issues of "My pet is missing", "My macro chopped my weapon", "My box of stuff disappeared from my house" and so on will incur the fee and are ONLY possible if you know the shard time, within 1 hour, of when it was lost. Item recovery requests often have several weeks' turn around time due to Colibri's schedule, the number of requests he has waiting, and the length of time it takes to do each recovery.

Item recovery requests

If you are requesting an item recovery, please visit this page and follow the instructions: Item Recovery Requests. Please keep in mind you MUST know the time and date it was lost, within an hour of the loss, or we CANNOT have it recovered. Item recovery requests can see a delay of several weeks, so be prepared to wait.

Other Important Information

- If you are requesting a service, the appropriate fee must be in your bank (For gold and EDs), or token ledger (For token services). It cannot be in your backpack, locked down in your house, or anywhere else! We use a service gump that will only pull from bank or ledger, and we have to use this so that everything is properly logged and able to be tracked later. This way if you say we overcharged you, or something is wrong with the service later, Colibri is able to track down that exact transaction and see what happened.

- ALWAYS describe your issue to the fullest. Don't page with "I need help", "I need my vendor moved", etc. You may think that it's okay to send a nondescript page like that on the premise that once the staffer arrives to help you that you will describe further. However, we are busy people with busy lives outside the game. It is likely that your page will not be seen immediately and that you will be AFK by the time we arrive. If you do not leave us enough information to complete your request while you are AFK, then you are forcing yourself to have an even longer delay in completion. Save yourself lots of extra wait time and page right the first time.

- Do not repeat page. If you have a page escalated, repeat paging for the same issue moves you to the end of the line. This means that you are forcing yourself to have to wait longer for a reply!

- If you have been waiting for an item recovery or response from Colibri for several weeks, then you may page to request an update. However keep in mind that in nearly all cases the staffer answering your page will have absolutely no idea whether Colibri has looked at your original page, or when he may answer it.

- Do not be rude, cuss, or otherwise disrespect the staff or anyone you are discussing in the body of your page. This should really be common sense, but we have language and behavior rules and those apply AT ALL TIMES. If you cuss at us, or are extremely rude, you WILL receive jail time for those rule violations. Just because they are 'private' and within the body of a page in the help system does not mean that the rules do not apply and that you may abuse us or otherwise violate the rules of this shard. No player has the right to abuse the staff of this shard with impunity.

- If you log out without escalating your page, it does not stay in the queue and we will not see it. If you need to log out, but still need a staffer's assistance, to go the help menu again, and click "Request Pending". This will send your page to an escalated queue that will remain until we answer it.

- Service requests that require a fee to be charged cannot be completed while you are offline. If you have an open ticket for a staff service, even one that is escalated to our Pending queue, please stay online if you need to AFK. If you are offline when we are ready to complete your service request, we cannot charge you, and thus we cannot perform the service.

- If your page is being handled, and you feel it is complete - don't remove your page from the queue. Let us do that. We have a little gump that shows us your page along with various other information, and we need to be the one to clear it when we're done documenting anything we need to document. If you clear the page out before we're ready, we lose the gump and we're now spending several extra minutes finding the information manually. It's very irritating for us.