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Caladur 2019 年 9 月 30 日 下午 5:23
My experience with Zendesk support
First: Not a native speaker

Let me tell you a little story about my experience with with DE’s customer service or more correctly Zendesk.

First the backstory:
Veteran of about 5 years and 5000 hours playtime.

In the middle of August I was minding my own business finally leveling all the Primes I bought, collected and build the weeks prior and was just waiting for an affinity boost to do them all in one go.
After about three hours or so playing I finished another survival mission but this time the result screen was empty, no affinity no loot. After quickly getting over being annoyed about the lost time because of this bug, I resigned myself of just having to do it again.
To my surprise I couldn’t start the mission or any mission at all, no visiting the relays or the dojo. I wondered if I had overlooked a hotfix notice and the game prevented me from playing till I patched it or maybe the bug had deeper repercussions than I thought.

So nothing can be done other than just restart the game and see what’s what.
No patch was being downloaded so bug it was I thought. Well just start the game and log in then.

Only get the message that I was suspended till 2035.

Perplexed I tried a few more times with predictable results.
So I did what everyone would do, look for the forum see whats up, only to get the notice that I can’t access it either till 2035.

Now to the “experience”:

Now a bit more worried I went to customer support and filled a ticket what happened similar to the text above and asking what’s up with that.
At this point anyone who used customer service in other games before would be expecting an email confirmation that your ticket was received, with a copy of your send text, saying someone will look at it posthaste but still asking about having patience. Normal stuff, to let you know your ticket went through correctly.
Not so with Zendesk! For a week I had no idea if I actually send the ticket or it got somehow lost to the ether. Till I got an automated mail apologizing for the delay and it could still take awhile and another one two days later, same text.

Fast forward a bit over two weeks. Because that’s how long it takes for Zendesk to look at something small like what I learned is essentially a ban even if its called suspension. No further automated mails in between either.
I get a mail from one Kenneth claiming I used 3rd party software designed solely to cheat, that this is a violation to the EULA and I have been banned (funny that is now a ban and not a suspension). And immediately closed the ticket barring any further communication.

Since I was (and still am) sure I didn’t do anything that could be considered cheating intentionally and unintentionally, I opened another ticket asking what program I am accused off to have been using, assuming that I was flagged by the automated system for a false positive. And asking that the ticket not get immediately closed to get some productive communication going to solve this.
And that the idea of me cheating was quite frankly stupid, considering my playtime and the fact I bought 50 bucks worth of platinum not one week prior.

Since it took so long for the response I was searching the internet for reasons myself and found a possible culprit. Though I didn’t really thought it could be it, since I was running that software for years without problem and the game launcher should prompt a warning message if you try to start the game with it running and deny the start altogether. Both things that never happened. Even should you start it while the game is already running it should close instantly. As I wrote above, that is not what happened.

Anyways, this time it only took one week for a response. Again from Kenneth (are there only a handful of people working there?).
This time claiming
“Upon checking your account we have detected third-party software which produced abnormal results and/or account activity.”

Now I did not only used cheating software but also managed to influence the game, I am leveling up it seems. If this would have gone on, I assume have hacked the servers… in person ... literally with an axe.

And further
“Unfortunately we will not be able to disclose any additional information due to security reasons.”

What kind of security reasons are they alluding to? Apparently the kind where you can’t even talk about the those reasons too.
Little surprising, the ban won’t be lifted and the ticket was closed again.

Now pretty annoyed with this behavior I copied my prior ticket text with the addition of the behavior of Kenneth and tried to send it under a different support reason, in hopes it land on the virtual desk of another person, that might actually be helpful.
But no dice, it seems that once you are banned all tickets automatically go to the same “division”.
After getting a mail that it was merged with another ticket (somehow got sent twice) nothing happened in that regard, now three weeks later no response.

Which is understandable. After all now I seem to have been

BANNED FROM SUPPORT.

That’s right, upon trying to log into the support desk I get auto rerouted to the warframe mainpage.
With this I was essentially gagged and silenced.
I assume the third ticket went to Kenneth as well and he either was fed up dealing with a matter he considered done or didn’t like me trying to tell on him to other support members or both.


Afterword:
And here you have it, the story of one of the best games with the worst support (staff).
If you made it this far, congrats!

I was pretty hype for railjack update, watched every stream for the latest bit of info. And now, because one uncaring member of DE (and yes I consider it part of DE since they work with Zendesk for years) five years down the drain and a lot of free time in the future.

Why I am writing this? In hopes to make people aware that while everything is fine when it works, once you got a real problems you are at the mercy of a single persons mood.
And maybe the vague hope that a DE member moderating the steam forum sees this and maybe can still help or at the very least get me some real answers.
I might make a new account just to post it in the official forums if I feel like it, not that I think this will get me anything but an IP ban, yeah, that’s apparently a thing they do too.

There are undoubtedly people here saying “you know exactly what you did, don’t try to play the innocent” because I have seen those on reddit and the forums aplenty. I won’t entertain even the thought of engaging you. Because if you read the text, that is the whole point, I don’t know and no one, well just Kenneth really, is willing to tell me.
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正在显示第 91 - 105 条,共 147 条留言
Me 2019 年 10 月 1 日 下午 10:42 
引用自 Frondator
引用自 Me
Why not? It's like going to the movies. Or a concert. You don't own anything there either. You pay for the experience you have, not for the possibility of a future experience. If a game has given me X amount of hours of fun, I'm perfectly okay with spending some money on it, just as I'm fine with spending money on going to see a good movie, even though I don't get to own the movie afterwards.

You're treating games only as the experience. I am treating games like a baseball bat and the experience. I want the experience I've had, which is good, but I also want the aluminum bat I still have from childhood in my basement to use however I see fit. Maybe to teach my own kids, maybe to beat the hell out of a burglar. Either way, I have the bat even though it was purchased 30 years ago.
That's perfectly fair. I don't see it that way at all. I just pay for the hours of fun (or too often this days, the lack thereof) I have with the game. But I understand why you would be more cautious what you pay for, under those circumstances.
VaciVt 2019 年 10 月 1 日 下午 11:50 
You're paying for their digital currency/items, not entitlement, not vip access, not 'experience' (while some might consider that). How is this hard to understand. You didn't buy and get their game or own their product. You just give their money so that they give you access to their digital product and they have the right to delete it back if they want too. Spending how much or how long in the game changes nothing. Grow up and move on. Games are just a small part of your life.
FB_Destroyer_Rebecca 2019 年 10 月 2 日 上午 12:09 
引用自 Me
引用自 Frondator
There's another lesson here: don't put a penny into anything in which you have no ownership. I have no idea how much you have sunk into this game, but you can't even play it now. I haven't spent a dime because if these servers shut down or I am kicked by mistake, I will lose my inventory.
Why not? It's like going to the movies. Or a concert. You don't own anything there either. You pay for the experience you have, not for the possibility of a future experience. If a game has given me X amount of hours of fun, I'm perfectly okay with spending some money on it, just as I'm fine with spending money on going to see a good movie, even though I don't get to own the movie afterwards.
Thats a very very very very very
very very very very
very bad comparison.
It's so bad it's actually "Futurama-quote" funny.
Try again.
Me 2019 年 10 月 2 日 上午 12:10 
引用自 Roman Braun
引用自 Me
Why not? It's like going to the movies. Or a concert. You don't own anything there either. You pay for the experience you have, not for the possibility of a future experience. If a game has given me X amount of hours of fun, I'm perfectly okay with spending some money on it, just as I'm fine with spending money on going to see a good movie, even though I don't get to own the movie afterwards.
Thats a very very very very very
very very very very
very bad comparison.
It's so bad it's actually "Futurama-quote" funny.
Try again.
Nah, I'll stick with my comparrison, since, you know, it's my money. Whether you think it's bad or not, I don't actually care even a little bit.
FB_Destroyer_Rebecca 2019 年 10 月 2 日 上午 12:11 
引用自 Me
引用自 Roman Braun
Thats a very very very very very
very very very very
very bad comparison.
It's so bad it's actually "Futurama-quote" funny.
Try again.
Nah, I'll stick with my comparrison, since, you know, it's my money. Whether you think it's bad or not, I don't actually care even a little bit.
Then why respond to my quote? :47_thumb_down:
:steamfacepalm:


A normal person would have understood that your comparison is hampered and just admitted it. (We get you might have just written it in a hurry)
I mean we know what you were trying to say but your effort was terrible.
Or maybe you are still too young to distinguish that at all. My guess would be the last one.
最后由 FB_Destroyer_Rebecca 编辑于; 2019 年 10 月 2 日 上午 12:17
Me 2019 年 10 月 2 日 上午 12:13 
引用自 Roman Braun
引用自 Me
Nah, I'll stick with my comparrison, since, you know, it's my money. Whether you think it's bad or not, I don't actually care even a little bit.
Then why respond to my quote? :47_thumb_down:
:steamfacepalm:
To let you know that I'm sticking with my comparrison. Since you seemed eager to convince me it was bad, it was only fair to let you know that you failed.
«Wodan» 2019 年 10 月 2 日 上午 12:51 
Good luck ever getting your account unbanned. Innocent or not people for the most part never get unbanned.
Caladur 2019 年 10 月 2 日 上午 5:45 
引用自 Me
Why not? It's like going to the movies. Or a concert. You don't own anything there either. You pay for the experience you have, not for the possibility of a future experience. If a game has given me X amount of hours of fun, I'm perfectly okay with spending some money on it, just as I'm fine with spending money on going to see a good movie, even though I don't get to own the movie afterwards.

Maybe it’s because I am prone to bad analogies myself that I spot them so easy, but it really could use some polish. Here let me change it a bit.
You go to a movie marathon, the Lord of the Rings trilogy plus the Hobbit, entry is free, there are plenty of breaks. This is actually the film makers own cinema, so all proceeds go directly to the people who made the films. Whether or not you pay or not is totally up to you. After the first movie and you ascertain that this is a great movie and will watch the rest, but since it takes awhile you pay for a better seat, a giant coke and popcorn to enjoy it to the fullest and the thought you rewarded a good product and hopefully many more in the future. After another hour into the second movie you get kicked out.

Now it’s your own fault for paying anything, after all you could have watched for free. You could have just not watched at all and used your time differently.

The reason your analogy doesn’t really work is, normally you pay up front for a mostly predetermined experience. The movie still can be crap though. But you get your seat and can watch for the next 90min or so. If any technical difficulties arise (missing sound, seat breaks down) you do have the right for recompense. You don’t get that with a game, even with monthly subscription, I am not a lawyer so don’t ask me why that is.

As for another sour point, as I had said, I bought 50 bucks or so, worth of plat a week prior because I wanted to get some skins but couldn’t make up my mind which one to go for and never bought anything before. So much I got my money worth out of it. Currently still have 2029 plat on it. (can still log into my account, not that it helps me in any way, that’s why I know I have that account for 5 years too.)

引用自 thommix777
a fellow wall of text, hurray

Dammit I said I wasn’t going to answer but here I am. Well at least it was a better post this time.

I can totally see where you are coming from, being on the side of believing the accused is trying to wiggle out of a self caused problem.
Maybe you have seen it time and time again, only for the truth emerge later. And you are just done believing anyone on that subject pleading not guilty.
I and it seems others in this thread too, still rather believe in the “innocent until proven guilty” and assume the system being faulty, not used correctly or plain “it’s not how it looks”.
Now I don’t say any of that side (or any in between) is the objectively correct stance, no matter what.
It’s an ideological decision everyone need to make for themselves.
But it is also another thing to just figuratively barge into a room and start accusing someones guilt and assume further wrongdoings. I for one didn’t get the impression there was ever any doubt in your mind.

Though I am willing do chalk that up to hasty typing and your general way of writing.

As for how things are handled everywhere. Even if it is the case, I don’t see why I or anyone should just take it. Just because everyone does it so, doesn’t make it right or better. As to refer my own (properly bad) analogy, at one point slavery was the status quo and it seem to me that got changed too.

As for how cheaters act, to echo my first reply to you, how is it different to truly innocent ones? I am pretty sure I couldn’t tell the difference (if the cheater isn’t a total idiot that is, than again even an innocent player might act bizarre)

引用自 thommix777
I edit this because its a lot and i find errors that i want to fix and wasnt completely done with it. Should start using notepad to write these down first.

LibreOffice (the better OpenOffice) is your friend. :D

引用自 thommix777

You agreed when making your account to give them full control over it.

While true, I would argue that if I were to disagree with every EULA or TOS that has this paragraphs, I would most likely didn’t need any internet, let alone games, messenger service or frankly anything online and or digital.
Basically all of them have that clause in one form or another. Always saying they never going to use it in the strictest sense, but it is just there to be able to act without having to blow up the text with every single scenario.

引用自 thommix777
I have a hard time believing you have any other reason to post this than in hopes of getting your case reviewed again and the ban lifted, even after its been twice already and you refused to accept it and asked for a senior. Why do you think you need to get special service from their support?

1. As a cautionary tale not to get to invested. As others have said, you own nothing and are dependent on the companies goodwill, especially if something goes wrong. That people understand they are not simply the weaker side in this relationship, but the one without any power.

2. Of course I don’t accept it, because I don’t believe any wrongdoing has happened on my part. Even if the macro is the cause, I would still argue that it was fine for years and suddenly now it is not okay anymore. After all if this has happened 2,3 or 4 years earlier I wouldn’t have invested so much time and money, now would I? I might even have started from scratch because not too much was lost.
And of course I ask for a second opinion if I get the feeling the first one is bad, that’s why other and senior staff members exist. A single person can’t know and handle everything.

3. You call it special treatment. I call it normal procedure. I want this not only for myself but everyone. Is there any logical reason a customer should have the right to a two way talk with support? Getting an answer that doesn’t seem like it was just copy pasted but written with indent and understanding of the matter? And ending with the feeling it was truly resolved no matter if you got the help you sought or found out it was unmistakably your fault?
I don’t think so. The only reasons against it are financial and logistical nature for the company, which as a customer have no need to care about, simply because I am the customer and not an employee, manager or share holder.

This is by the way, one of the reasons you got called a fanboy from my point of view.
Arguing for the company even though there is no benefit in it for you (and everyone else) as a customer.
You can still call it right that people get banned for violating whatever agreement and still demand that all information is revealed and a true dialogue had happened. Those are not mutually exclusive opinions.

引用自 «Wodan»
Good luck ever getting your account unbanned. Innocent or not people for the most part never get unbanned.

When I was banned from support I wasn’t expecting anything positive will come out of it anymore.

I learned a while back that there is a log function in the launcher. Might have helped, if anyone had asked for it. But the day the ultimate ban came I uninstalled the game as I didn’t see me coming back again.

OP, if you are still reading this thread can you tell us exactly what macro software you were using? This may save other players trouble.
Secondly OP could you post screenshots of the macros you used in Warframe as these screenshots will help to prove your innocence.

Proigram is X-Mouse Button Control v2.18.8

{HOLDMS:50}{CTRL}{HOLDMS:50}{SPACE}

So holding crouch and jump for a moment.

And it seems I lied. There was another one I so rarely used I completely forgot about it.

{HOLDMS:50}5{WAITMS:120}{HOLDMS:50}{CTRL}{HOLDMS:50}{SPACE}{WAITMS:210}5

For zenurik energy dash: change to operator, do a dash, get back into warframe.

But the point still stands, it has been in use (well barely) unchanged for almost five years without any problem. And if I were bored enough I could look up the stream where either Reb or Meg was using it too and also other warframe partners. (they even used a way faster version for that arcane that pulls enemies in if you exit or enter the frame) So I don’t think for a minute that could have been a problem.

As for actual screenshots, no idea how to integrate them. Not that it would give any weight to it, as I could have just removed anything bad beforehand. (just to anticipate possible replies)

-----

Now that think about it, I would have partly understood if I got banned because, like I farmed that summer watergun event by just standing on the buoy for about 6 hours “straight” (long live netflix!)
Though I wasn’t a ♥♥♥♥ and was doing it solo. But I also found some people doing it in group and collectively just stand there and chatted for over an hour together. Needed to get my 30 or 40 or so beach balls for my cat.

If that’s would have been the cause, I might have kinda understood that (they wheren't very happy that so many people didn't like to shoot that annoying fast little bastard for hours on end with boring water pumpguns, go figure), but than, hundreds if not thousands of players would have been banned. Or maybe I was just unlucky.

See you in a few hours again.
最后由 Caladur 编辑于; 2019 年 10 月 2 日 上午 5:54
FB_Destroyer_Rebecca 2019 年 10 月 2 日 上午 6:19 
Imagine a time where you get banned because a program sees you are using macros. Not possible some years ago.
It is like judging even when not knowing the context.
Using a macro in R6 Siege for an example, where you could swap your shield indefinitely and shoot at the same time, it is a game changer because you play it in a competitive mode.
But banning people because they use macros out of convenience so they dont have to cripple their hands is just the other side of the cookie.
I know it's hard to find the right way between banning cheaters and those that are on a grey area.
But Warframe is not a competitive game (let's not address their flawed pvp mode).
Yeah and as I said that first analogy just gave me goosebumps. But we get it, he plays just for fun and doesnt spent any money on the game. It is clear then that he is "the explorer" type gamer. Not the one that brings in the money for the game. At this point I could just start being an ♥♥♥♥♥♥♥ and say then, if you don't bring any money, your opinion is also worth nothing.
But even if it sounds harsh there is kinda a truth in that. If you don't invest any money in a game, you can't like it that much or care about it as others do. So it must be really hard to understand a different pov like OPs or mine for them.
For instance if that bad-analogy guy gets banned for whatever reason the only thing he loses is time. And regarding his response and so I assume he is a young player, so he has a lot of time and doesnt care losing it.
If you are older and spent money on a game it completely changes though.

p.s: running a macro so you can be afk and farm -> ban deserved
running a macro that gives you an advantage in an 1:1 or pvp scenario -> ban deserved
running a macro that helps you in some grindy automation to not click thousand of buttons while in front of the pc -> I wouldn't care
最后由 FB_Destroyer_Rebecca 编辑于; 2019 年 10 月 2 日 上午 7:30
Me 2019 年 10 月 2 日 上午 6:22 
引用自 Roman Braun
Imagine a time where you get banned because a program sees you are using macros. Not possible some years ago.
It is like judging even when not knowing the context.
Using a macro in R6 Siege for an example, where you could swap your shield indefinitely and shoot at the same time, it is a game changer because you play it in a competitive mode.
But banning people because they use macros out of convenience so they dont have to cripple their hands is just the other side of the cookie.
I know it's hard to find the right way between banning cheaters and those that are on a grey area.
But Warframe is not a competitive game (let's not address their flawed pvp mode).
Yeah and as I said that first analogy just gave me goosebumps. But we get it, he plays just for fun and doesnt spent any money on the game. It is clear then that he is "the explorer" type gamer. Not the one that brings in the money for the game. At this point I could just start being an ♥♥♥♥♥♥♥ and say then, if you don't bring any money, your opinion is also worth nothing.
But even if it sounds harsh there is kinda a truth in that. If you don't invest any money in a game, you can't like it that much or care about it as others do. So it must be really hard to understand a different pov like OPs or mine for them.
For instance if that bad-analogy guy gets banned for whatever reason the only thing he loses is time. And regarding his response and so I assume he is a young player, so he has a lot of time and doesnt care losing it.
If you are older and spent money on a game it completely changes though.
Yeah try again. I've spend plenty of money on the game. Not anymore, because I have everything and a five figure plat amount and nothing to spend it on, so there's little point in spending any more money. But I always bought the prime access packs in the past. But do keep making assumptions.
How do you prove your innocence if they don't tell you which piece of software was used for hacking purposes? Like there a myriad of software that could be running on a given computer.
FB_Destroyer_Rebecca 2019 年 10 月 2 日 上午 7:28 
Imho when support says they dont tell you what it was that got you banned, is either:
a) when they don't care or don't have the time to investigate (hence it's just a lie but you can't proof it and they know it). Who would really go so far and hire a 500$ lawyer over a 300$ account.
b) they don't even have the ability to investigate cause they are just a 3rd party company with no real connection to the office that codes the anti-cheat program. hence its also a lie ;)

The only time I can remember (and I might not remember a lot ;)) was when I guess it was Blizzard and or Pearl Abyss banned a lot of people in a banwave with a false/positive and then unbanned them all three days later.
Drago 2019 年 10 月 2 日 上午 7:30 
You have my sympathy for the situation, I too agree that Warframe support has a particular and unfounded love of Security through Obscurity, and that such situations as being banned without a known cause and direct show of the breach of usage guidelines should never happen in a professional setting. In general, the Supreme Court for the USA that EULA are not enforceable as they do not constitute a legal contract - these would require input from both parties and can not supercede legal rights - but they are rarely challenged and most courts will either not hear the case while the Senate under the Majority Leader currently has given the Okay for at least enforcing such documents under a case by case basis.
GunsForBucks (已封禁) 2019 年 10 月 2 日 上午 7:32 
My experience with support was great... took a long time but it was all sorted out in the end and everyone seemed nice and professional. Not sure where all this wild speculation is coming from but it all seems non-factual.
Hyro1 2019 年 10 月 2 日 上午 8:16 
Just did a read of this and I have a question, the OP states that he believes he got banned from a Macro he was using, if he knows it was from a Macro he knows what Program it was from. If he knows what program it is why hasn't he posted the name of Said program yet, if he does we can just do a search, or reference the forum post from the official forums about 3rd party programs and see if it matches the guidelines stated. He doesn't have to, but that will just make people more suspicious of him
最后由 Hyro1 编辑于; 2019 年 10 月 2 日 上午 8:17
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发帖日期: 2019 年 9 月 30 日 下午 5:23
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