Quote:Customer Support has come a long way from email inquiries to a full on dedicated customer support system. We’ve had a turnaround from taking months to answer a ticket down to a couple of days possibly up to a week or so depending how backed up we are. (This does not include larger issues that tend to have a longer turnaround time.) Now, don’t get me wrong, we still have lots of things to improve around here and we are constantly pushing to make those changes.



Our Customer Support Team does consist of real people, I kid you not. They are not robots assembled in the office; they are individuals dedicated to answering and resolving your inquiries as a part of their job.



It isn’t easy working as customer support. More often than not they are the receiving end of the blunt force of player abuse. While underappreciated, it makes them smile when they receive a ticket thanking them for their help. Yes! We get those tickets too!



So without further delay, let me introduce you to the team.



GM Anstar can’t sit still sometimes. When we need to talk to him, he is nowhere to be found.



GM Tiara is very arts and crafty. She once made ice cream sundae gifts out of kisses and lifesavers. She even got me to help out and didn’t tell me I was making my own gift. Very crafty indeed!



GM Nethe is very quiet. You may find her occasionally chuckling at lolcat on her spare time.



GM Pharaoh makes lots of random animal noises while working. Squawks mainly.



GM Mjollnir has a make-shift personal Starbucks station along with his 3 computers. He accepts tips.



GM Talia doesn’t like onions. Vampire?! Wait... that’s garlic.



GM Nebel gives free hugs and handshakes. Nicest guy you’ll ever meet, no joke.



GM Crash drinks one too many Monsters a day. You may find him here way past work hours occasionally… but is he working?



GM Vector is Xtreme! He’s driven indy cars, snowboarded down some of the toughest courses (let’s not mention the time he almost lost his big toe to frost bite or the time he chipped his tooth on a soft taco).



GM Zawmbee carries wooden stakes in his earlobes. Never hurts to be prepared for any sort of apocalypse!



GM Libra sometimes has samurai hair or the fourtail-braids, depending on his mood.



GM Strummer has previously worked for the Fraud Dept. Last year she received an email from Meso Farmers wishing her a Happy Lunar New Year. O_o…



GM Xakimbo loves the ladies. His chivalry is only topped by his amazing artistic skills.



GM Lallent hand-made santa hats for his figurines for the department Holiday Decoration Event. He won the most creative category.



GM Tibaroo talks too much. We usually ignore him. Like what I am doing right now.



GM Daliah is an accomplished floral artist. You can view her stunning work at http://www.ibetyouthoughtthiswasarealwebsite.com.



GM Shinoire has a graphics card superiority complex. He thinks everyone envies his.



GM Raven is a superhero. Seriously. He can see really far with one eye and really close with the other!



That is probably enough for now. We don’t want throw all our secrets too much at you all at once!





We would also like to take this opportunity to debunk some of the rumors about the Customer Support Team and answer some key questions.





R: Tickets submitted are automatically closed without answers.

All tickets submitted into the queue will be answered by a CS/GM Agent at some point. Harassment and Feedback categories are the only 2 categories with auto-closing. These 2 categories are for information gathering and investigative purposes only.



R: Customer Support is just automated responses.

Sorry to disappoint but all tickets are answered by a live CS/GM Agent. They do have default responses for certain issues but unique cases are given unique answers. It is very important you write a clear concise ticket. If a CS/GM Agent cannot understand your ticket, you may not get the help you were looking for.



R: GMs sit around being lazy. They don’t do their jobs!

A large part of their job requires them to be sitting down. As this is a full-time job, they are required to do as they are told. GMs provide in-game and out-of-game support. Their daily responsibilities may vary as directed by their superior. We apologize if you think we are not up to par to your needs. GMs have many responsibilities in addition to ‘catching hackers’ in-game.



R: Customer Support is no help!

The support team will respond to your ticket to the best of their best ability. They are not developers or programmers. If they come across a ticket they cannot resolve or requires time, the information you provided will be investigated.



Please keep in mind there are policies that are constantly enforced. You may not always get the answer you are looking for but you are given the best answer appropriate deemed for the situation.



R: Nexon needs to hire more GMs!

We probably do! We are always looking for people willing to sell their soul… I mean interested in working for Customer Support. For now we have to work with what we have.



Q: Is GM Tiara and GM Talia the same person?

They may have similar names but they are two different people!



Q: How do you pronounce GM Mjollnir name?

We don’t know how to pronounce it either but if you ask him, he pronounces it as ‘Aww Sum’.



Q: GM Libra a male or female?

Depends on the day, but he mainly tells others he is a dude.



Q: Does GM Lallent have enemies?

Yes, he does. In-game and in the office.



Q: How often does GM-Nebel get accused of hacking?

He gets hackusations on his GM and on his personal play account all the time. Stop letting him spawn camp you and there wouldn’t be a problem!





-Hime-

Quote:Last year she received an email from Meso Farmers wishing her a Happy Lunar New Year. O_o…

nexon Wrote:we are always looking for people willing to sell their soul…

Devil Wrote:Customer Support ≠ In-Game GM's Nexon...

Most Customer Support Nexon is NX shiet only...

Also, they should hire a gameplay expert, instead of GM's organising events... They really need a person who can:
- detect gameplay bugs / game unbalance
- report gameplay bugs / game unbalance
- solve gameplay bugs / game unbalance

Really... take Meso Guard for example... what kind of super retard of a failed GM do you have to be to -NOT- DETECT that the whole skill description is 100% INCORRECT?

... FOR MORE THEN 3 YEARS ... O M G ... hasn't -ANY- GM played a Chief Bandit for more then 3 years? Really... fail... :')

And I'm not even talking about 4th job skill descriptions / Pirate 1st job skill sounds mess ups... really...

Nexon, it's not quantity, its QUALITY what you lack... Get PROFESSIONAL... for once? ... please?

Quote:R: GMs sit around being lazy. They don’t do their jobs!

A large part of their job requires them to be sitting down. As this is a full-time job, they are required to do as they are told. GMs provide in-game and out-of-game support. Their daily responsibilities may vary as directed by their superior. We apologize if you think we are not up to par to your needs. GMs have many responsibilities in addition to ‘catching hackers’ in-game.

Lozmaster Wrote:Devil, it's pretty obvious that Nexon America can't make changes like that to maplestory, ANY balancing is going to have to filter through from whoever runs KMS.

Chameleonic Wrote:And they wonder why we complain when they post this crap instead of actually doing something...this just shows how out of touch Nexon and the whole crew who work there are with the Maple community.

Devil Wrote:You mean like Onyx Apples? Onyx apples should have doubled weapon and magic attack, not added linear 100watt / 100matt...

For a Shadower with 180watt, 100watt is not that much
For a NL with 100watt, 100watt is a LOT

For an AM with 1000matt, 100matt is crap
For an AM with 1000matt, 10000matt is a LOT

So yes, Nexon America CAN do balancing themselves... if they wanted to...

Kirov Wrote:R: GMs sit around being lazy. They don’t do their jobs!

If they wanted us not to believe that then they shouldn’t have posted all that crap before that makes them sound like total slack-offs.

Department Holiday Decoration Event, Seriously? I hope that really was just a bad joke.

Quote:GM Vector is Xtreme! He’s driven indy cars, snowboarded down some of the toughest courses (let’s not mention the time he almost lost his big toe to frost bite or the time he chipped his tooth on a soft taco).