Taedrin
Gallente
The Green Cross
Controlled Chaos
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Posted - 2011.04.05 17:42:00 -
[1]
 Originally by: Mara Villoso
I was a little surprised by this piece of the blog:
Quote:
Our logs show lots of things. Regrettably, we are not able to log everything as there must be a trade-off where server performance and logging is concerned. Sadly, this means that sometimes we are not able to verify losses as being eligible for reimbursement by way of our server-side logs. Our logging capabilities are constantly improving, however, and with that we have a better chance of being able to render assistance.
The situation described by the player was one in which all the GM had to do was REPLICATE THE ACTIONS of the player and the error could have been EASILY confirmed. Relying solely on logs while simultaneously saying that your logs aren't complete is precisely the customer support approach with which so many players have an issue.
Simply pasting in the words "sadly" and "regrettably" is not a substitute for actual customer support. If the issue is that you don't have enough staff to adequately cover the number of reimbursement requests you receive, please consider fixing the bugs that cause so many of them. All business processes benefit more from handling problems at the point of creation than they do from cleaning up the mess they cause. Its simple cause and effect.
I'm not saying that every reimbursement request falls into the category of being replicated, but it should be something you guys should be doing in addition to checking logs.
The issue here is that petitions are not the mechanism where by you report bugs. You file bug reports for that. GMs are only responsible for looking up on the logs to see if anything is amiss, and acting upon that information.
HERE IS THE PROBLEM:
If the logs show nothing, then the GM must take the player's word for truth. Even if the player can describe the bug in question perfectly, who is to say that the player is telling the truth that they were affected by that bug? The GM MUST find evidence that the bug actually occurred.
Imagine, for example, that a player discovers a bug which causes him to lose 1 million ISK, however the bug doesn't show up in the logs. The player then files a petition claiming that he lost 243 billion ISK due to the bug. Now, even if the GM can confirm that such a bug exists, how can the GM confirm that the player really lost 243 billion ISK if it doesn't show up in the logs?
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Originally by: Dr Fighter
"how do you know when youve had a repro accident"
Theres modules missing and morphite in your mineral pile.
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