WEBSITE: Bugs, Mistakes & Suggestions (Website only)

Please add something about remember me when we log into the game or this site. I am getting tired of having to add it each and every time I come here.

What browser do you use? I use Firefox which includes a function to remember passwords. Even if I get logged out (which like you guys, I have been) I don't have to retype anything to log back in again.

I don't clearly understand your problem. Email autocompletion is a browser issue, not website's.

sorry for irritating and disturbing  you :'( i think i should terminate my account all i do is put stupid questions here...

I was wondering if there is benefit in putting a 'top' button either automatically after each post or at the bottom of the page?  Some pages are quite long and having a button to click to go back to the top of the page could be helpful...

Thanks.

The other thing this site is missing is a 'Contact Us' button... not that I really need to contact you... just something I was looking for.  :)

That's a good idea. Sometimes you don't want to sign up to the forums just to get support. On the other hand, I remember a LOT of people having trouble getting through to Enkord via email. So this utterly depends on Enkord's ability to sort that out.

Emails suck. They either getting lost with a spam filter or become momentarily swamped with spam if you disable it.

When we will launch the game, we will make a dedicated support system integrated into the game which will be able to automate solutions of some typical problems. But making that system will take time and I think we should focus on the game itself at the moment.

Furthermore I don't see how someone would need to contact us without registering an account - playing the game requires an account anyway. The only case I can come up is account loss, but we have a separate page with options to recover it even now.

There are pre-sale reasons for having a method of contact. Personally I don't want to sign up to a forum just so I can ask a pre-sale question. That would turn me off, especially if I'm only vaguely interested in the game.

I know people won't have to pay money to play the game, but the idea holds true even if the game is free. I may just feel more comfortable asking a question before playing, and not in public.

Plus: this adds a level for redundancy if you can't actually login or register and need to ask for support to do either one. If you can't register an account or login (and the password reset, etc doesn't work) how are you supposed to ask for help?

As for the spam: everyone gets it. I honestly don't understand why it presents so much of a problem for Enkord compared to other businesses. Get a better spam filter or email program. I remember reading a lot of the Enkord forums and sympathising a lot with customers who just wanted to get some simple support and got fed up because no one was answering the emails. I have no doubt that this would have turned away a lot of customers. I get that you're going to create a custom support system - but presumably you're going to have some way of being notified when there is a new ticket in that system and email notifications is a simple means of doing it. Presumably also you will often have need to notify the user via email - say, for login or account issues - so spending more effort on support emails is probably going to need to be done anyway.

My two cents, it just always bothered me that your spam filters are always getting in the way, and yet there are billions of other online companies who don't seem to ignore customer emails and I'm sure they get spam too.

You could also have annoying people (like me) who couldn't login to start off with... even with a password reset.  So now I'm listed twice, with 2 different email accounts.  I'm now SunInOz#1, which I can only access via the Enkord site, and also SunInOz#2, which I can access here.  ;)

I just noticed that the new way of donating has a sales tax, a significant one. For example, for 30 USD is 6 USD. I think it should be specified this quite clearly in advance on your site, because is very easy to click ''next'' and to end up paying something that you don't want. 

BTW, I don't think Super Rewards is charging anything else than what you actually chose to donate, which is obviously a good thing. 

I also would like a keep me logged in or remember me option!! 

I am really sorry, I didn't realised that they are taking money from you instead. I will use the other one next time. 

I am trusting you, and you have a lot of people here who followed you here since they played the original game couple of years ago. That's something considering there are new games coming out every day. 

Donating is giving us the feeling that we are actually helping, not just talking. It must be so difficult for you to invest so much and for so long in something that I'm sure it will be successful from every point of view, but something that you will need to have the patience to grow. And I like your wisdom and deep understanding of human psychology, and your tenacity. 

THANK YOU!!!!! I was logged in when I came to the site, coolness!

I do not state that there whould not be a way to simply contact us, what I am trying to say we need a proper support system instead of just posting email address. And at this moment since the game is not released yet, I think we better spend resources making the game.

And other companies do face this spam problem as well. But unlike us they have a dedicated support person, while we are doing support ourselves. And more time spent digging through spam means less time spent on development. We had an aggressive spam filter to save us some time digging through, but it ended up with many people not being able to reach us.

With all due respect: I am a business of one. I sell products online. I often receive lots of spam, and I make a weekly trawl through all of my email accounts to ensure no customer's messages go through spam (this happened to me once and the person was left 'ignored' for over a month, so I know how frustrating it is). I can't afford to create a custom support system and I can't afford to hire someone to deal with the emails. But customers appreciate that I get back to them within 48 hours, and they appreciate that I take the time to talk to them even if they don't make a purchase or I have to refund their purchase. I make sure that my customers come first, and my other business activities come second. There's no point in creating a product and selling it if you're not also making sure your customers are happy in receiving it.

Having a friendly customer service experience is not just that chore we don't have time for; it's part and parcel of making sure the whole experience is a good one. I'd rather receive a little spam than force my customers to sign up to a support system just to get my attention. Many people are lazy and won't take that extra step, so I don't see why you can't add a contact form to the site anyway, even if it is a last resort. And again not having a contact function doesn't solve the problem of redundancy when the customer has no way to inform you that they're having trouble signing up to the support system. I can understand the issues, but customer service is just as important as game development.

That's why I say we need a clever targeted solution to help people, not just provide email address and then manually handle everything - that's counterproductive. Instead we do plan to implement integrated support system which will provide proper automated means for people to solve their typical problems ourselves and making direct contact to support as a last resort. That way it will be beneficial to both sides - people will solve their problem instantly without waiting for support to reply, and we will spend less time reviewing support tickets, spending more time on the fun stuff - the game development.

To sum things up - I do understand your concerns, but those concerns must be (and will be) solved differently, at later point in time.

I agree with you and I don't think having a ticket system or FAQ before you get to a contact form/email address is a bad thing. Forgive me for misunderstanding, but it sounds as if you wouldn't have any contact info available at all. That is what I think is a bad thing. Personally it's also about customer confidence. I'm not likely to hand over money to a company if I can't contact them directly, or find out their address. It's about being able to ensure I'm not handing my money over to scammers. Now I've bought Enkord's games so this isn't a problem for me: but for other people, they may be turned off by not being able to find contact info. I know a lot of people who use Google's services, Flickr, and other big sites, get frustrated because they can't get direct support from the staff and are forced into *long* waits for help via ticket systems.

I am saying that in context of the previous issues people have reported with getting Enkord staff support that even with a ticket system, I am hoping that it is better supported and dealt with in a more timely manner. I can remember on the forums that people would leave messages and they would not be answered for quite some time. So basically you're now exchanging dealing with emails + spam, with tickets or whatever you use. Either way, responding to them requires time and patience, and previous experience shows that customer support seemed to be an afterthought. I never really had any issues, but on behalf of those people that did I think it's fair to say that it doesn't matter how good a game is, if you have problems with it (and nothing is perfect) then having crappy support is going to make you an unhappy customer and worse, a person who will tell their friends not to go to Enkord.

I hope that's clear: we're probably closer in agreement than I make it sound. I have probably misunderstood where/when the contact info would be implemented, if at all. I'm perfectly happy using a ticket system, but then I plan to play and am already logged into this site. But if I weren't and couldn't even register to the site - then I would hope I wouldn't have to register to a ticket system in order to fix it - especially if I also couldn't register for the ticket system. ... My 2 bucks ;)