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NQ-Naunet

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Posts posted by NQ-Naunet

    [01.22.2021] Markets Correction Issue

    in Announcements

    Posted

    Dear Noveans,

    In response to a situation where Dispenser schematic sell orders in certain markets were not seeded properly, an error was made during the seeding process that resulted in the items being incorrectly priced.

    The prices were corrected as soon as we recognized the mistake. Rather than doing a rollback that could have a sweeping adverse effect on the overall community, we have opted to err on the side of caution and leave things as they are.

    We apologize for the error and are taking steps to avoid similar oversight in the future.

    Thank you.

    [Update] Recent Patch Information

    in Announcements

    Posted

    Hello Noveans,

    Following our recent patch, we have decided to clear all restorations from all elements that are both placed on constructs and currently present in inventories and containers. Permanently destroyed elements that have not been "scavenged" will be restored as well.

    Active health of elements will however not be affected, so elements that are partially damaged will remain that way and will have their restore count reset to the base number. 

    This is a one time event following the patch, any damage sustained through PvP going forth will still reduce the restore counts on elements.

    Thanks, all! ?

    [Showcase] Dual Universe Creators ✨

    in Builder Forum

    Posted

    Hello to all you builders out there!

    I'm here to show off a neat site that some of you may already visit: Dual Universe Creators.

    For those who have never heard of it before, "DU Creators is THE premier catalog of ships, structures and voxel sets offering full comments/likes for each item, 1-step registration to put your construct on the market and more."

    Special shout-out to site owners Deravi and Kaimorta for all of the work they've poured into this project! ❤️

    In addition to giving me permission to share his site and official Discord server, Deravi kindly provided me with an infographic of the DU Creators 2020 ship awards - take a moment to skim through it, and consider getting involved for the chance to see your build featured next year!!

    We just love to see things like this! If you or anyone you know has something you'd like to see featured, please give me a shout any time.

    Take care, Noveans! Happy Friday! ?

    image_(6).png

    Plea to NQ. Support needs improvements urgently!

    in General Discussions

    Posted

    12 hours ago, blazemonger said:

     

    I'm sorry but this argument really does not hold water at all. _Especially_ as your community grows, being on the ball with support matters becomes increasingly important and NQ current has no control of the process, nor do they show ownership of the issues with their support system.

     

    The teleport request situation did not get out of hand because of the growth of the community, it got out of hand because from the outset NQ set the incorrect expectations and did not structure nor put boundaries on the requests. And that is pattern with NQ, you pretty much learn on the job and make stuff up along the way which leads to the very situation NQ finds itself in in an increasing fashion.

    Yeah, and I addressed that: "...it [meaning the kind of widespread support we offered previously] was placing a lot of strain on the (and I can't emphasize this enough) unpaid people who were fielding the requests. They needed the relief our change brought - we can't afford to burn out the kind people who give us their free time to support the DU community."

    The structure we had before placed undo strain on the mods & helpers. We changed the support structure so that we could do exactly as you're suggesting - to set better, more reasonable expectations and boundaries. Bring us your bugs, lend one another a hand with other kinds of teleportation.

     

    Plea to NQ. Support needs improvements urgently!

    in General Discussions

    Posted

    5 minutes ago, Honvik said:

    Of course I know this would be the case but closer to actual launch.  In its current state there so much fustration even by your own discord theres more people complaining than are happy.  Look at this video please my colleague tried to even go rescue his ship Replay 2021 01 14 - Failed Warp - YouTube this is why support is needed and why the old way worked perfectly.  Dont upset your playerbase,  Lets help them enjoy and bug report.

    It worked perfectly for those that needed a quick teleport, but it was placing a lot of strain on the (and I can't emphasize this enough) unpaid people who were fielding the requests. They needed the relief our change brought - we can't afford to burn out the kind people who give us their free time to support the DU community.

    Yes, we (NQ) need to address bugs before we launch features and processes alike, but this is where we're at with this bug scenario in particular and we're going to have to continue trying to work with it as-is until it's fixed.

    Plea to NQ. Support needs improvements urgently!

    in General Discussions

    Posted

    1 hour ago, Honvik said:

    Previously this was resolved within an hour or quicker with someone teleporting but also fixing it due to a game breaking bug.

    Also, to address this directly - when the game community was a bit smaller, it seems it was viable to provide this level of support. Things 'blew up' and we had to scale back lest we set a really big precedent we couldn't live up to.

    At some point, we have to tighten things up and start preparing a scalable process in preparation for launch. It's better to do these things sooner rather than later, as you've all pointed out many a time whenever we release things. ;)

    Plea to NQ. Support needs improvements urgently!

    in General Discussions

    Posted

    Please check out this post I made some weeks back, as I feel it may help everyone's understanding of who does what in terms of support (whew this old post is getting a workout today):
     

     

    TL;DR -

    • Community Helpers = volunteer players who pitch in to lend support where needed in the community. 
    • Moderators = volunteer players who assist others and enforce the rules on Discord and here in the forums.
    • GMs = employees who provide in-game support, but who are limited in doing so; their role is to direct players to the proper resources as needed. They pass information up to the CMs and help us provide more round-the-clock community coverage.
    • CS = employees who officially respond to support tickets. 
    • CMs = employees (like myself) who serve as the main messengers that carry information between players and the rest of the development team, and vice versa. (Similar to a GM). We also handle the running of contests, official announcements and general community engagement. Unlike GMs, CMs do not appear in-game to provide support.


    Moderators and Community Helpers don't have access to NQ's ticketing system because they are unpaid volunteers. They're (incredible) people on the ground who can filter these things up to us, because we can't be everywhere at once. That's their function. They don't work for us, so please don't get angry with them if they aren't able to give you the kind of support you're after.

    The GMs in-game have a bit more reach, as they are employees, but they also do not touch support tickets. They're the next tier up, but they're not the be-all-end-all.

    The support staff that handle tickets are working through the backlog in priority. This will take time, and that's not something I necessarily need to repeat... you're all feeling it.

     

    Having said all of that, YES. Yes of course we want happy players. If I could singlehandedly run around assisting everyone instantaneously, I truly would. I care very much about your collective experience not only inside of DU but with NQ as well.

    Know that everyone under the banner of community works tirelessly within the boundaries of their respective roles to bring you the answers, support and fun you all seek. I'm very sorry it hasn't been feeling that way.

    [Discussion] DevBlog: Rebalancing the Universe

    in DevBlog Feedback

    Posted

    I also want to let you all know that while I always poke the team about the tickets you bring to me, I can't fast track them. I also can't guarantee that a representative from another team will come to the forums or Discord to speak to issues you're having. Occasionally they're able to fill me in on a situation and I'm permitted to bring some information back to you all, but that's the most I'm able to offer. Those are the boundaries of my role. :) 

     

    (I think the above goes without saying, but I feel compelled to make it clear just in case.)

     

    Thanks again for all of your understanding and feedback, though. You know I'm passing it along! :D 

    Support tickets .. and counting...

    in General Discussions

    Posted

    Don't post chatlogs, c'mon guys. I'm not going to go full moderator here, so please just heed my friendly warning.

    Also, this post I made a while back might be relevant to this situation so we're all clear on who provides what kind of support/where:
     

     
    TL;DR - 

    • Community Helpers = volunteer players who pitch in to lend support where needed in the community. 
    • Moderators = volunteer players who assist others and enforce the rules on Discord and here in the forums.
    • GMs = employees who provide in-game support, but who are limited in doing so; their role is to direct players to the proper resources as needed. They pass information up to the CMs and help us provide more round-the-clock community coverage.
    • CS = employees who officially respond to support tickets. 
    • CMs = employees (like myself) who serve as the main messengers that carry information between players and the rest of the development team, and vice versa. (Similar to a GM). We also handle the running of contests, official announcements and general community engagement. Unlike GMs, CMs do not appear in-game to provide support.
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