@Kodokmag Prestiging anything is unsafe, if you are still effected by the "fixes"... but I am taking lots of screenshots before and after I prestige any pages. I am only placing images, if I can prestige the entire page. It is less likely that you will lose a page, than losing progress on individual images.
I.e. with the "fix" that caused you to lose stars, you still kept your pages at their current level (bronze, silver, gold).
@BenTiger My husband and I think we both may have lost one bronze page but as far as we can tell, it was just the one. The Weasleys Wizarding Wheezes page. Truth be told we know 100% that we each lost fragments on that page but neither of us can remember for sure if we had bronzed it. At this point the ONLY fragments I want back are my oddity ones. I no longer care about the rest. I can't say if he feels the same way about his game but I worked my rear end off for those doxies and I can't accept that they're gone.
I can't help but notice the great amount of irony in the title of this thread, the use of the word "resolution" given the immense mess this whole "fix" exercise has been.
And @hpwulola , while we understand you are not on the coding/technical team, you are the PR representative, and you need to do your job. The communication had been highly lacking, stuttered, with a lack of contrition , humbleness and reassurances. While it may be understandable that you do not know the timeline of the technical resolution for this current debacle, you are leaving us to fend for ourselves while offering the most minimal of communication. This. Is. Not. Acceptable.
Acknowledge our problems, pacify our emotions and show acknowledgement that you have been reading all of our comments. This is your job as the PR representative. And you need to step up big time.
And to the technical team, the fact that you even need one week to address this round of debacle just shows how inept you guys were in this entire exercise. You guys clearly don't know how you have broke the game, and this is close to a deal breaker for my continued support of the game. It is quite apparent that whatever fix you come up with will be highly inadequate with no guarantees of success, and I won't put it past that you will make the same mistakes again in your next implementation. Personally, the next fix is the last chance to see if you will retain me in your player base. If you do not treat your players' effort with seriousness and basic respect, you do not deserve to have anyone play this game at all.
Ok I still haven't had my fragments back,not sure if that's good or bad right now with the additional problems it's caused people.
I'm worried about losing recent progress as a result as well so I'm keeping a log of everything.
But people need to be less hostile about it, yes they have screwed up in a big way, but at least they have agreed to fix it the best they can (eventually).
Game developers usually get away with doing whatever they want, so could have been like "yes we know we made a mistake but nothing we can do to reasonably resolve it, so please accept our apologies and we will work to ensure this doesn't happen again in the future" or something like that, and although they would lose some players.most would get over it. Plus if it was just a Niantic game without WB I'd bet that's how it would be.
So just try and be patient, keep screenshots/video's if that makes you feel more reassured :)
Oh, sorry, @JasonLYH, do you have @hpwulola 's job description handy, because I certainly don't! Whilst I agree that there needs to be more (and better quality) communication, it is rather arrogant to assume you know a) what her job is and b) that she is not doing it. In many smaller companies, the people staffing in game support also become responsible for a forum or other outward facing platform. Just because you can't see someone responding here doesn't mean they are not doing that job. That is equivalent to saying a teacher is not working when their class has a specialist teacher.
@Magpie31 either she's not doing her job, or there is a staffing issue. Either way, this is a glaring problem in either case. Not having a PR representative for this game is just a highly amateur mistake. Anyway, @hpwulola is supposed to be fazes replacement, who functioned as a communicator to the playing public, so yes it's safe to assume it's part of her job.
@JasonLYH Where was that confirmed? I must have missed that. On Discord, Fazes said that either Elfie, Godric or Lola would be taking over. I haven't seen Lola take over that role on Discord. She has always been here on the forum, that is another role.
Yes, there may be a staffing issue, and there are communication issues (though how much of that is due to an individual and how much to behind the scenes instructions, we will likely never know). But my point is, was, and shall remain that accusing people of not doing their job in such an aggressive manner is just downright rude, irrespective of whether you know what that role entails or not.
I really do see a lot of the shouty, rude and aggressive posts on here to be the equivalent of an ignorant customer screaming at the manager in a store. I don't know about where you come from, but in my experience, a calm and respectful attitude with the store staff gets you far further.
@JasonLYH Just to clarify, while Lola may well go on to replace Fazes in that community liaison role, what I am saying is that the interaction / role relating to forward facing activities doesn't appear to have changed yet - meaning she is still forum based, as far as I can tell.
And I think I will stop there because it feels very, very weird talking about @hpwulola like she can't hear us or speak for herself!
I don't think any of my criticisms have been made in a disrespectful manner. I'm just calling out on all the missteps that have been made, especially in the second round where they have made the exact same mistakes from the first round.
Calling out mistakes is not disrespectful, in fact it's necessary. I'm not using curse words or launching personal attacks. They have to know that their current response is inadequate, on top of the series of glaring mistakes they have embarked upon for the entire past month. At this point, on the third pass, they *cannot* be given a free pass. And there is absolutely no need to pacify them just because they hold a potential solution: this is expected of them and they have to do it. All the people with problems here are facing them just because we played the game at exactly the time they decided to implement their "fixes": is our crime just because we are playing the game, which is exactly what they wanted us to do? Of course not. They have a lot of answering and reflection to do after this whole debacle ends, if it does.
Sheesh!!! Queen @hpwulola ... and i said you were certainly having your work cut out for you about a week ago!!
Right now you have my sincerest condolences for what must be a soul-destroying mountain to climb!!
P.s- to all players who have lost fragments- which i think is nearly everyone! I hear ya- we too have a huge mountain to climb which will require a great deal of patience, teamwork & all the faith/hope we can muster.
We can share our war wounds, nod with understanding at how difficult this all is, find a comradery in that.
Shouting & swearing & screaming at staff or other team members is only going to make this climb harder for all including ourselves.
@hpwulola all I wanna know, and support is not answering this, is it save to play? Can I play and not worry about the next "fix"?? I lost 51 green stars and thus à lot of progress.
you know what's ridiculous? it's having folders on my phone for each family and continously making screenshots and saving them.
and you know what is also ridiculous? knowing that even doing that instead of just playing and having fun, that won't save me, like it didn't save those that had screenshots like these
but yeah, we don't deserve to get a clear answer even to a simple question as to weather or not we can play. or if weather or not will we be loosing 6 months worth of playing.... it's all fine.
I haven't got any fragments returned to me yet, despite losing quite a lot in the initial fragment update change. Is this still yet to roll out to some players or should I have already gotten my missing fragments returned?
@IsThisMajorTom of course we all deserve clear answers, and it's painfully true that the communication has been inadequate during this fiasco. I don't think anyone has been arguing against more information being available.
I'm assuming that you're referring to the above exchange about whether or not Lola is doing her job (if not, my apologies for misinterpreting your intent). I agree with you that this whole situation and the position that it has put MANY individual players in (myself included) is ridiculous. Tagging Lola and telling her she's doing her job wrong is just being mean. And honestly, none of us knows the exact scope of her job duties and responsibilities. To make that assumption and then call her out for it is just using her to vent pent up anger because she's the only visible target.
Beyond this one recent exchange, what I am still having a hard time with is that a diverse cross section of adults from all over the world thinks it's okay to come here and plead their case while being petulant, mean, and sometimes downright abusive. Do people really treat others that way in real world interactions? Have the concepts of decency and politeness fallen so far out of style that no one bothers any more? And most importantly, does anyone really think that behaving badly is the best way to get what they want? To out it another way, if five people were asking YOU for help but four of them were being jerks about it, who would you be likely to help first?
@MtPollux i'm kind of referring to that conversation, yes, because I think you are missing one point. We're talking about a company (or several) with a team that is indeed making a terrible job. They, as a team, are doing a terrible job. I am not (can only talk for myself) doing any kind of personal attack on anyone. I honestly do believe they are being told to tell nothing.
But the thing is: if you take your computer to a store to get its software upgraded and then they hand the computer back to you and its not working, will you accept that and turn you back quietly and leave? Or would you ask the person tending to you for explanations?
And now we get to the part that it is no my job to ask anyone what their job is. If they are tending to the public, I assume that is their job. As much as if I call a company I won't ask the person answering the phone if that is their job.
If Lola, Robert, etc, are here answering questions, let me assume that the company assigned them to do that. I'm pretty sure it wasn't them that broke the game. But I am also pretty sure that no-one here thinks they should ask them if their job is to answer our questions or if we should ask for the boss.
The company broke the product - it is a product - the company is refusing to give any answers, timelines, solutions, whatever. The company even shows that they are indeed busy doing a lot of other things.
So, we should all remain very calm as the company does absolutely nothing to prevent this from escalating.
And you know one of the things that made this escalate even more? Robert's post: Its all fine, you see I can play, this is just some edge accounts.
Yes, the person in front office has to deal with the public and be savant in handling the situation. Either being their responsibility, the team, the company, they are the ones that the costumer sees assigned to talk to them.
I also have no doubt that it is a difficult job. Dealing with the public always is. On my opinion dealing with the public can be the most difficult jobs, whatever the area of business. But its their job. And yes, we (me) are calling out on the team, represented in their persons, and not on them personally.
@JasonLYH it's not about taking sides. We're all on the same side, we just want this train wreck to be resolved in a relatively equitable fashion.
I haven't seen anyone arguing that there shouldn't be accountability. But your assumption that Lola is responsible for the handling of this situation is just that, an assumption. Either way, berating her is not accountability.
I could make an assumption based on your comments that you haven't worked in customer service, but I really don't know enough to know if that assumption is true. I used to be a retail manager, and in my experience it was common for a customer to only interact with a cashier when they were in the store. If that customer had a problem and assumed it was okay to start yelling at the cashier to get the problem resolved, would you think that was correct? Of course it was my job to resolve the customer's issue and I would do so despite their attitude.
The issue here is that the management at Portkey seems to have made a decision to stay silent unless there's "news" to share. My guess is that Lola's hands are tied right now. Whoever is responsible and should be held accountable has chosen to be cowardly and isn't available to us. Telling Lola that you have judged her to be doing her job wrong won't change that, it will just lead to Lola following Fazes out the door because she's tired of being abused by angry customers.
@MtPollux I think your definition of "berating" needs serious re-examination. Has anyone called her names or insults? No, if you look through the entire chat. We are making well-reasoned demands, but we have never descended into a personal level. If you think this is verbal abuse, you clearly need a serious recalibration of standards
Mine is still messed up as well. I am missing dozens of green stars that I had placed. Most obvious to me are the fortress foundables (like hagrid’s hut) and challenge foundables (like books). Most urgently, I was only waiting to place quidditch fan hermione to prestige that page to silver, but I lost all the green stars on that page! Now this weekend’s event loses its value to me.
@Mkhaxton I agree too. Please @hpwulola just give me back my fragments and stars that disappeared with the recent fix. I really don't care if I lost something in the beginning of the month, and didn't get anything from this fix. Just fix what was lost with the fix, and please wait with any more events until our registries are okay again.
@MtPollux yelling? if this was a physical place, I would be standing there, sitting on a chair, waiting for them to tell me every 24 hours that they will update tomorrow? Next week? waiting for them to answer if I could ever work on the product they broke and they never answer? looking at the PR with harms crossed and lips closed. That's not how costumer services work, as anyone who has worked there also knows.
I'm not yelling. I'm just not moving or going to go silent, because we know what happens when clients just go silent and all seems forgotten.
Nothing is going to be done, until at least Monday. Unlike many other large gaming companies, even when there is major issues, they don't work on weekends and holidays.
Even when there is a game breaking issue, it is Niantic and Portkey's policy to work on a regular schedule. They are following management's orders and company policies, instead of working around the clock to find a solution for what has become a game breaking issue for a large amount of players.
This all comes down to programming failures and bad management.
Comments
newer page should be safe to capture right?
like the next month brilliant page?
confirmation please?
anyone......
@Kodokmag Prestiging anything is unsafe, if you are still effected by the "fixes"... but I am taking lots of screenshots before and after I prestige any pages. I am only placing images, if I can prestige the entire page. It is less likely that you will lose a page, than losing progress on individual images.
I.e. with the "fix" that caused you to lose stars, you still kept your pages at their current level (bronze, silver, gold).
so prestige pages are some kind of "save point"?
@Kodokmag as far as I can tell, the answer to that is yes... but no one can be 100% certain on what all they can take away with the next "fix"
@BenTiger My husband and I think we both may have lost one bronze page but as far as we can tell, it was just the one. The Weasleys Wizarding Wheezes page. Truth be told we know 100% that we each lost fragments on that page but neither of us can remember for sure if we had bronzed it. At this point the ONLY fragments I want back are my oddity ones. I no longer care about the rest. I can't say if he feels the same way about his game but I worked my rear end off for those doxies and I can't accept that they're gone.
I can't help but notice the great amount of irony in the title of this thread, the use of the word "resolution" given the immense mess this whole "fix" exercise has been.
And @hpwulola , while we understand you are not on the coding/technical team, you are the PR representative, and you need to do your job. The communication had been highly lacking, stuttered, with a lack of contrition , humbleness and reassurances. While it may be understandable that you do not know the timeline of the technical resolution for this current debacle, you are leaving us to fend for ourselves while offering the most minimal of communication. This. Is. Not. Acceptable.
Acknowledge our problems, pacify our emotions and show acknowledgement that you have been reading all of our comments. This is your job as the PR representative. And you need to step up big time.
And to the technical team, the fact that you even need one week to address this round of debacle just shows how inept you guys were in this entire exercise. You guys clearly don't know how you have broke the game, and this is close to a deal breaker for my continued support of the game. It is quite apparent that whatever fix you come up with will be highly inadequate with no guarantees of success, and I won't put it past that you will make the same mistakes again in your next implementation. Personally, the next fix is the last chance to see if you will retain me in your player base. If you do not treat your players' effort with seriousness and basic respect, you do not deserve to have anyone play this game at all.
Ok I still haven't had my fragments back,not sure if that's good or bad right now with the additional problems it's caused people.
I'm worried about losing recent progress as a result as well so I'm keeping a log of everything.
But people need to be less hostile about it, yes they have screwed up in a big way, but at least they have agreed to fix it the best they can (eventually).
Game developers usually get away with doing whatever they want, so could have been like "yes we know we made a mistake but nothing we can do to reasonably resolve it, so please accept our apologies and we will work to ensure this doesn't happen again in the future" or something like that, and although they would lose some players.most would get over it. Plus if it was just a Niantic game without WB I'd bet that's how it would be.
So just try and be patient, keep screenshots/video's if that makes you feel more reassured :)
@JamieD91 this is their third attempt at the same problem. It is not acceptable. Once, yes. Twice, maybe. Three time? **** no.
I don't want them to delay or postpone or cancel events, they are one of only 2 reasons i'm still playing this game....
My account has missing fragments and green stars. I don't believe I have gotten any of the "fixes" Please add my account to the "needs fixing" list.
Oh, sorry, @JasonLYH, do you have @hpwulola 's job description handy, because I certainly don't! Whilst I agree that there needs to be more (and better quality) communication, it is rather arrogant to assume you know a) what her job is and b) that she is not doing it. In many smaller companies, the people staffing in game support also become responsible for a forum or other outward facing platform. Just because you can't see someone responding here doesn't mean they are not doing that job. That is equivalent to saying a teacher is not working when their class has a specialist teacher.
@Magpie31 either she's not doing her job, or there is a staffing issue. Either way, this is a glaring problem in either case. Not having a PR representative for this game is just a highly amateur mistake. Anyway, @hpwulola is supposed to be fazes replacement, who functioned as a communicator to the playing public, so yes it's safe to assume it's part of her job.
@JasonLYH Where was that confirmed? I must have missed that. On Discord, Fazes said that either Elfie, Godric or Lola would be taking over. I haven't seen Lola take over that role on Discord. She has always been here on the forum, that is another role.
Yes, there may be a staffing issue, and there are communication issues (though how much of that is due to an individual and how much to behind the scenes instructions, we will likely never know). But my point is, was, and shall remain that accusing people of not doing their job in such an aggressive manner is just downright rude, irrespective of whether you know what that role entails or not.
I really do see a lot of the shouty, rude and aggressive posts on here to be the equivalent of an ignorant customer screaming at the manager in a store. I don't know about where you come from, but in my experience, a calm and respectful attitude with the store staff gets you far further.
@JasonLYH Just to clarify, while Lola may well go on to replace Fazes in that community liaison role, what I am saying is that the interaction / role relating to forward facing activities doesn't appear to have changed yet - meaning she is still forum based, as far as I can tell.
And I think I will stop there because it feels very, very weird talking about @hpwulola like she can't hear us or speak for herself!
I don't think any of my criticisms have been made in a disrespectful manner. I'm just calling out on all the missteps that have been made, especially in the second round where they have made the exact same mistakes from the first round.
Calling out mistakes is not disrespectful, in fact it's necessary. I'm not using curse words or launching personal attacks. They have to know that their current response is inadequate, on top of the series of glaring mistakes they have embarked upon for the entire past month. At this point, on the third pass, they *cannot* be given a free pass. And there is absolutely no need to pacify them just because they hold a potential solution: this is expected of them and they have to do it. All the people with problems here are facing them just because we played the game at exactly the time they decided to implement their "fixes": is our crime just because we are playing the game, which is exactly what they wanted us to do? Of course not. They have a lot of answering and reflection to do after this whole debacle ends, if it does.
Sheesh!!! Queen @hpwulola ... and i said you were certainly having your work cut out for you about a week ago!!
Right now you have my sincerest condolences for what must be a soul-destroying mountain to climb!!
P.s- to all players who have lost fragments- which i think is nearly everyone! I hear ya- we too have a huge mountain to climb which will require a great deal of patience, teamwork & all the faith/hope we can muster.
We can share our war wounds, nod with understanding at how difficult this all is, find a comradery in that.
Shouting & swearing & screaming at staff or other team members is only going to make this climb harder for all including ourselves.
Edit typos- the usual 🤦🏼♀️
@hpwulola all I wanna know, and support is not answering this, is it save to play? Can I play and not worry about the next "fix"?? I lost 51 green stars and thus à lot of progress.
But @hpwulola and @HPWUrobert is it save to play??????????
you know what's ridiculous? it's having folders on my phone for each family and continously making screenshots and saving them.
and you know what is also ridiculous? knowing that even doing that instead of just playing and having fun, that won't save me, like it didn't save those that had screenshots like these
one from the 8th May and the other from the 28th
but yeah, we don't deserve to get a clear answer even to a simple question as to weather or not we can play. or if weather or not will we be loosing 6 months worth of playing.... it's all fine.
I haven't got any fragments returned to me yet, despite losing quite a lot in the initial fragment update change. Is this still yet to roll out to some players or should I have already gotten my missing fragments returned?
Here is a more extensive list of lost green stars
Username KrishnaOnIce
Green stars lost inlcude:
NYCS: all green stars except eggs
FMA: At least fortress fragments
GH: All on green starswith phoenix and sorting hat at 5/5 . Portrait was 11/12 w/o star
CT: Vistitor entrance
TM: All with green star except Harry Potter, that came with current event
DO: mirror of erised, sword, cabinet
HG: bus, Grawp (with 10/10)
@IsThisMajorTom of course we all deserve clear answers, and it's painfully true that the communication has been inadequate during this fiasco. I don't think anyone has been arguing against more information being available.
I'm assuming that you're referring to the above exchange about whether or not Lola is doing her job (if not, my apologies for misinterpreting your intent). I agree with you that this whole situation and the position that it has put MANY individual players in (myself included) is ridiculous. Tagging Lola and telling her she's doing her job wrong is just being mean. And honestly, none of us knows the exact scope of her job duties and responsibilities. To make that assumption and then call her out for it is just using her to vent pent up anger because she's the only visible target.
Beyond this one recent exchange, what I am still having a hard time with is that a diverse cross section of adults from all over the world thinks it's okay to come here and plead their case while being petulant, mean, and sometimes downright abusive. Do people really treat others that way in real world interactions? Have the concepts of decency and politeness fallen so far out of style that no one bothers any more? And most importantly, does anyone really think that behaving badly is the best way to get what they want? To out it another way, if five people were asking YOU for help but four of them were being jerks about it, who would you be likely to help first?
@MtPollux i'm kind of referring to that conversation, yes, because I think you are missing one point. We're talking about a company (or several) with a team that is indeed making a terrible job. They, as a team, are doing a terrible job. I am not (can only talk for myself) doing any kind of personal attack on anyone. I honestly do believe they are being told to tell nothing.
But the thing is: if you take your computer to a store to get its software upgraded and then they hand the computer back to you and its not working, will you accept that and turn you back quietly and leave? Or would you ask the person tending to you for explanations?
And now we get to the part that it is no my job to ask anyone what their job is. If they are tending to the public, I assume that is their job. As much as if I call a company I won't ask the person answering the phone if that is their job.
If Lola, Robert, etc, are here answering questions, let me assume that the company assigned them to do that. I'm pretty sure it wasn't them that broke the game. But I am also pretty sure that no-one here thinks they should ask them if their job is to answer our questions or if we should ask for the boss.
The company broke the product - it is a product - the company is refusing to give any answers, timelines, solutions, whatever. The company even shows that they are indeed busy doing a lot of other things.
So, we should all remain very calm as the company does absolutely nothing to prevent this from escalating.
And you know one of the things that made this escalate even more? Robert's post: Its all fine, you see I can play, this is just some edge accounts.
Yes, the person in front office has to deal with the public and be savant in handling the situation. Either being their responsibility, the team, the company, they are the ones that the costumer sees assigned to talk to them.
I also have no doubt that it is a difficult job. Dealing with the public always is. On my opinion dealing with the public can be the most difficult jobs, whatever the area of business. But its their job. And yes, we (me) are calling out on the team, represented in their persons, and not on them personally.
@IsThisMajorTom - well put
@IsThisMajorTom totally agree with you, and I'm glad to have you on my side too. Accountability needs to count for something in this world.
@JasonLYH it's not about taking sides. We're all on the same side, we just want this train wreck to be resolved in a relatively equitable fashion.
I haven't seen anyone arguing that there shouldn't be accountability. But your assumption that Lola is responsible for the handling of this situation is just that, an assumption. Either way, berating her is not accountability.
I could make an assumption based on your comments that you haven't worked in customer service, but I really don't know enough to know if that assumption is true. I used to be a retail manager, and in my experience it was common for a customer to only interact with a cashier when they were in the store. If that customer had a problem and assumed it was okay to start yelling at the cashier to get the problem resolved, would you think that was correct? Of course it was my job to resolve the customer's issue and I would do so despite their attitude.
The issue here is that the management at Portkey seems to have made a decision to stay silent unless there's "news" to share. My guess is that Lola's hands are tied right now. Whoever is responsible and should be held accountable has chosen to be cowardly and isn't available to us. Telling Lola that you have judged her to be doing her job wrong won't change that, it will just lead to Lola following Fazes out the door because she's tired of being abused by angry customers.
@MtPollux I think your definition of "berating" needs serious re-examination. Has anyone called her names or insults? No, if you look through the entire chat. We are making well-reasoned demands, but we have never descended into a personal level. If you think this is verbal abuse, you clearly need a serious recalibration of standards
Mine is still messed up as well. I am missing dozens of green stars that I had placed. Most obvious to me are the fortress foundables (like hagrid’s hut) and challenge foundables (like books). Most urgently, I was only waiting to place quidditch fan hermione to prestige that page to silver, but I lost all the green stars on that page! Now this weekend’s event loses its value to me.
@Mkhaxton I agree too. Please @hpwulola just give me back my fragments and stars that disappeared with the recent fix. I really don't care if I lost something in the beginning of the month, and didn't get anything from this fix. Just fix what was lost with the fix, and please wait with any more events until our registries are okay again.
@MtPollux yelling? if this was a physical place, I would be standing there, sitting on a chair, waiting for them to tell me every 24 hours that they will update tomorrow? Next week? waiting for them to answer if I could ever work on the product they broke and they never answer? looking at the PR with harms crossed and lips closed. That's not how costumer services work, as anyone who has worked there also knows.
I'm not yelling. I'm just not moving or going to go silent, because we know what happens when clients just go silent and all seems forgotten.
Yep, it is a poorly done job. Even worst handled.
Nothing is going to be done, until at least Monday. Unlike many other large gaming companies, even when there is major issues, they don't work on weekends and holidays.
Even when there is a game breaking issue, it is Niantic and Portkey's policy to work on a regular schedule. They are following management's orders and company policies, instead of working around the clock to find a solution for what has become a game breaking issue for a large amount of players.
This all comes down to programming failures and bad management.