New Nexon Support/LiveChat is Insane
Background of Bug
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So i just went to support-maplestory.nexon.net and did a live chat, wait time maybe 3mins?
It was regarding an old issue (from february 15th) with the goodie bundle nx item which caused me to be unable to login to the character select screen (but nova worked fine).
Nexon admitted it was a bug, got me to send them videos of it happening, dxdiag report, the whole thing. They told me they didnt want to just unequip it for me, they wanted to resolve it.
Maybe 20 emails went back and forth, always very prompt. But i had no way of knowing if the issue was fixed. The last thing that happened is they just unequipped it so i could enter bello.
All in all, i was excluded from gameplay for 75 days.
I'm still in possession of goodie bundle, and it remains unequipped like the evil little thing it is! I was told to resubmit through their new service.
The old livechat service:
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First submit a ticket. Wait 24hr, then reference the number in your chat.
Plan to be there 1-1.5 hours, and requiring to be a low number in line or you're outta luck. If youre 34 in line, congrats you have maybe a 55 min wait. Number 412? no way.
New format
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In addition to new ticketing system, the new livechat is 1,000,000,000 times better.
It's a new format, similar to an instant messenger I spoke to GM Enthima, very nice, very helpful.
We could type simultaneously, responses were always very prompt, at any time you can send the chat log to your email.
The GM has a general "thumbs up" or "thumbs down" option, but also you can submit a comment about them silently.
You can leave feedback on the person helping you as well? what?
So for those people who hate everything about nexon but still play, you'll be moderately thrilled, but most likely you'll just expect this and complain about something else .
For those who genuinely want things to improve and the game to thrive, this is a HUGE indication of the new direction.
I was not able to get a confirmation about 5th job timeline however through the chat
8 Comments • Newest first
@ggames whats wrong with goodie bundle? o.o
edit: jk i totally missed that in ur post
Why hello there GM Enthima, nice to be finally acquainted with you.
LiveChat is really really nice
There's always going to be that one person who ruins it for everyone though.
5th job is probably still heavily in development. Maybe 2016 summer is my hope. And it will probably come with a 3 part update with a bunch of environment improvements. That or there will be an update in Winter building up the environment changes. That's just my guess.
Anyways, I'm glad they're heading in the right direction. This is very reassuring.
Yeah the new customer support and live chat are really nice.
no its not, i was seriously angry. Equip a goodie bundle and see what happens...
nice subtle advertising nexon we know its u