New Support Forum

http://maplestory.nexon.net/news/news/current/00Hkm/

Attention Maplers!

As a team, we have decided to try something new on the forum. Many of the Customer Support tickets players submit concern stuck characters and ban appeals. Obviously if you can’t play the game that is a big issue, so we would like to be able to address this in the quickest way possible. We will now have a GM on duty from 1 PM – 5 PM Pacific to investigate these types of tickets.

Please keep in mind that there are rules that apply to each new forum thread. You must abide by this system in order for it to continue and be a success. With that being said, this is a trial. If it works out for both parties involved we may be able to add more help topics! You can help by letting us know your thoughts.

Here are the links to the Support forum threads:
Stuck Characters
Ban Appeals

- The MapleStory Team

Hello!

This thread is to submit ticket numbers for players who are currently blocked from entering the game and have a ticket number (you must have a ticket #) that is older than two days. Please keep in mind that this thread is only for this issue. We would like to ask that you do not create multiple threads or tickets regarding the same issue. We will do our best to assist with these issues, but we cannot guarantee that we will be able to address them all. We will address these starting from the earliest post.

If you’ve met the above criteria, please feel free to post the information in the format below.
- Thread Title: [Ban Appeal] Your Ticket Number
- Body: Hello. My ticket number is ########. Can you please look into this?


Once this has been completed and posted, we will do our best to investigate it. Thank you all for your patience and understanding. Current hours these post will be investigated are from 1pm - 5pm PST.

I don't get this.
They have the ticket system.
They can find all ban appeal tickets in the ticket system.
Why on Earth do they need another forum for people to post their ticket numbers in?
How is this going to expedite anything?
Why should people who use the forum get preferential treatment over regular users?
What am I missing here?

I don't get this.
They have the ticket system.
They can find all ban appeal tickets in the ticket system.
Why on Earth do they need another forum for people to post their ticket numbers in?
How is this going to expedite anything?
Why should people who use the forum get preferential treatment over regular users?
What am I missing here?

Well, it's a more transparent system for one thing

Well, it's a more transparent system for one thing

Transparent in all the wrong ways: letting other people see who was banned, who appealed, how long an "investigation" takes, who got unbanned, etc.

I don't get this.
They have the ticket system.
They can find all ban appeal tickets in the ticket system.
Why on Earth do they need another forum for people to post their ticket numbers in?
How is this going to expedite anything?
Why should people who use the forum get preferential treatment over regular users?
What am I missing here?

You guys betch about every little thing! No matter how hard nexon or anyone tries you brats are never happy.

Don't care if I get banned so go right at it.

You guys betch about every little thing! No matter how hard nexon or anyone tries you brats are never happy.

Don't care if I get banned so go right at it.

It's funny, I made a post just a few days ago saying how the maplestory community is never happy with anything Nexon does.

The difference is, I didn't have a bad attitude and didn't start calling people brats. Don't be a pimento just because you can.

I am with SaptaZapta on this one, what is accomplished by doing this? This is not even all that transparent, hardly any information can be gleaned from this; the only information that one learns from this is how many Ban Appeals and Stuck Characters forum users have. I really cannot come up with anything else that having this public would accomplish, can you guys that support it help me out?

I only deal with a company of 2000 and even I can get overwhelmed with tickets. (My department is only 3 people...) I can't imagine how Nexon feels.

if youve ever submitted a ticket after friday hours, it goes unanswered the entire weekend, and then monday morning at approx 8am... a certain GM auto closes as many tickets as he can. maybe this way will be better; also, they can probably sort forums easier than tickets.

now if only we could have a "ban request" forum.

My experience with tickets has been relatively positive recently, I logged one about not being able to use world transfers last year due to a false autoban a week or so ago and it was closed the same afternoon (with a useless response though, something about world transfers not being available currently), but after opening another ticket stating that my issue wasn't resolved, the new ticket got bumped to work in progress with a message from the same GM saying s/he'd forwarded it to the senior GMs for investigation (or something to that effect). They generally respond very quickly now, just not necessarily with the right information.

Baby steps.

You guys betch about every little thing! No matter how hard nexon or anyone tries you brats are never happy.

Don't care if I get banned so go right at it.

i suggest you try answering her questions before you start throwing names.

start with this one:

They can find all ban appeal tickets in the ticket system.
How is this going to expedite anything?

I'm also fairly confused about Nexon's trend towards moving their communication/CS into the forum. Isn't that what the CS ticket system is for? Does Nexon not know how to use their own CS system?

Not to mention, the official forums don't have that much functionality/organization. (IMO) It's painful to use.

now if only we could have a "ban request" forum.

GOD FORBID WE ACCUSE ANYONE THOUGH.

It's funny, I made a post just a few days ago saying how the maplestory community is never happy with anything Nexon does.

The difference is, I didn't have a bad attitude and didn't start calling people brats. Don't be a pimento just because you can.

why not? let the guy be.

I mean, I totally understand why he acts like this... nexon sux most of the time and its a bad company, but when they "try" to do something cool, people complain? What the...

why not? let the guy be.

I mean, I totally understand why he acts like this... nexon sux most of the time and its a bad company, but when they "try" to do something cool, people complain? What the...

As stated already, it's impossible to please everyone all the time.

However, given how the poster isn't even a regular and has the audacity to call someone a brat that is a Moderator and is older than him is a bit uncalled for. How much does he really know about her to begin with, anyways

I know I'm the pot calling the kettle black cuz I'm a peach most of the time, but at least I have the decency to respect those in positions such as sapta.

why not? let the guy be.

I mean, I totally understand why he acts like this... nexon sux most of the time and its a bad company, but when they "try" to do something cool, people complain? What the...

"try to do something cool"

If they were doing something like hiring more CS people, being more transparent about the ban appeal process, or anything resembling improvements we wouldn't complain. This is like moving a large pile of pomegranate from one place to another and calling it progress. Yes it moved, but that doesn't make it stink any less. Nexon breeds cynicism in all it's customers eventually.

You guys betch about every little thing! No matter how hard nexon or anyone tries you brats are never happy.

Don't care if I get banned so go right at it.

why not? let the guy be.

I mean, I totally understand why he acts like this... nexon sux most of the time and its a bad company, but when they "try" to do something cool, people complain? What the...

You f'uckers are confusing COMPLAINING and CONFUSION. No one was complaining about anything Nexon has done here, all sapta did was want to understand the point.

"try to do something cool"

If they were doing something like hiring more CS people, being more transparent about the ban appeal process, or anything resembling improvements we wouldn't complain. This is like moving a large pile of pomegranate from one place to another and calling it progress. Yes it moved, but that doesn't make it stink any less. Nexon breeds cynicism in all it's customers eventually.

yeah... thats why I said "try" xDDD oh well...

As stated already, it's impossible to please everyone all the time.

However, given how the poster isn't even a regular and has the audacity to call someone a brat that is a Moderator and is older than him is a bit uncalled for. How much does he really know about her to begin with, anyways

I know I'm the pot calling the kettle black cuz I'm a peach most of the time, but at least I have the decency to respect those in positions such as sapta.

meh that was pretty smart actually, I bet that's some1 secondary account, maybe not :v

It's more of Nexon attempting to show they are trying to do something. Logged on renegades today. All I can say is wow... they sure unbanned a lot of hackers.