1:1 Support Guide v. 3.5
created by SeraphSinger
Note*
This guide is incomplete and open for suggestions. Will be updated when I have time or come across new materials. This guide is subject to change. I do appreciate all input to this guide. This guide should be self explanatory.
In Game Reports
Although this is a 1:1 Support Guide, there are other ways to report users in game. While playing in game, you can report while the game is in motion by right clicking their name and clicking Report. Try to be brief in your explanation and select the correct theme of the report. When your report is made, a record is made.
Update History
1.1
Guide creation
Made Table of Content [incomplete]
Started Section 1, 2, 3, 4, 5, and 6
Added Section A, B, and C
1.2
Added more to section 1, 2, 3, and 6
Added additional credit
Added Color green because my favorite color is Green
1.3
Added additional information regarding the categories in section 2
Change the color again but a different green due to complaint
Added some change to section 3
1.4
Added updates from main announcement page
1.5
Added a new section. Example of Response
Fixed some punctuation error
Added Kowiz to credit
1.6
Added Otto to list of things that is not bannable
1.7
Added more information about attachment
1.8
Added another update from announcement from main page
Added more to how this guide came about
Recognition of sticky
2.0
Added another example of response
Clarified the differences in responses
2.1
Added more information regarding saving screenshots
3.0
Updated Section 2 with images
Credited CujoEx
Revamped Section Three with help of CujoEX
Added Section 9
3.1
3.5
Table of Contents
What is 1:1 Support?
How to File a 1:1 Support?
Reasons to File a 1:1 Support
Reasons Not to File a 1:1 Support
Why is it Taking so Long?
Note from GM_Raven
Update from Announcement Page
Example of Response
Forum Issues
Files Bigger than Attachment Allows
A. Reminders
B. Contact Me
C. Credit
1. What is 1:1 Support?
1:1 Support is one of the preferred ways to contact the Ntreev staff. It is used to submit questions about the game. It is called 1:1 Support because a user submits a question regarding the game, and their questions are responded to by a staff member, i.e. a GM so to speak. 1:1 support allows the GMs to handle reports in a professional, organized, and private manner which is important for both your safety and that of anyone else involved in the issue especially if it's a report. Using the 1:1 feature also allows them to easily keep previous reports or inquiries on-file in an organized place, should they ever need to call up an old submission. The reason why this guide was created because most users are unsure about the 1:1 Support feature. Also, some may not even know what it is. I took it upon myself to inform as best to my knowledge and to continue to support 1:1 support.
2. How to File a 1:1 Support?
To file a 1:1 Support you must go to this link. https://www.ntreev.net/Support/support.aspx
or
When you have arrived, press the “Write” icon located on the bottom right of the screen.
If you want to view a report. Click the subject title of that report when made.
After you have clicked Write, you will see a list of things.
List
Game
Trickster
If you have an inquiry about Trickster
Grand_Chase
If you have an inquiry about Grand Chase
Pangya
If you have an inquiry about Pangya
Ntreev
If you have an inquiry about Ntreev in general
Includes, main website and forum
Categories
Choose a Category that best fits your report or inquiries.
Game (You have a question regarding the game you chose above)
Combat (You have a question regarding the combat functionality)
Environment and Dungeon (You have a question/issue with the environment or the dungeon)
Quest (You have a question/issue with a quest)
Policies (You have a question regarding the policies/ ToU Agreement)
Guild (You have a question/issue with the Guild function)
PvP/ Player vs. Player (You have a question or issue with the pvp function)
Tech (You have a technical issue or questions about something technical)
Game Bug Report (This is where you can report a bug in the game)
Web Bug Report (This is where you can report a bug from anything web related)
This includes the forum or the main webpage
Billing (You have a billing issue or questions about it)
Charge/mischarge (Issue with a charge or you have been mischarged “charged more than once for the same thing”)
Charge Back ( You feel that you need to be charged back for something you did not receive)
Item not Given (You did not receive any item and was charged)
Account (You have an account issue or questions about it)
Character (Question/issue with your in game character)
MyShop (Issues or questions about the MyShop feature)
Items and Equipment (Issues or questions about the items and/or equipments)
Appeals (Question about the status of your account “banned or unbanned” Punishment severe or mild)
Suggestion (You have a good suggestion or question about it)
Suggestion (Have a good suggestion? Post here)
Game Feedback (This is a place to add a feedback or comment about the game in general)
Email
The email that you registered for Ntreev will automatically be placed in this box.
You will receive an email notification.
Please enter a new email address if it has changed
Subject
Subject has to be relevant to the theme of your submission. Choose an appropriate title. Titles like “Help me plox! GMSSSSS” and others are unacceptable and most likely to be ignored and looked at as spam. type "Reporting (insert name) for (insert illegal activity)" or "Error (insert technical problem)" to state what the report is about.
Description
This is where you add your questions or situations
It will help very much if you submit professionally. (Grammar/Spelling)
Be descriptive and provide as much information as you can.
Attachment
These are used to compliment your description. These will help tremendously and save more time in resolving or answering your issues/questions.
Screenshots are used here mostly
A staff member in reply may request that you to send a video (or replay file) if you have one in an email or alternatively you can upload the file to a file host and link it.
Attachment are optional
Also an attachment must be less than or equal to 500 kb file size
To make a proper upload onto the 1:1 Support, I suggest opening the screenshot using microsoft paint. Then use the selection tool to select the area necessary and needed to make a proper report. Then right click and press crop. Then save and then upload that file. It is guaranteed that the file will be around 75 kb.
When you are done you can press the Send icon and simply wait for a response. Always check the status of your 1:1 Support to see if your questions or issues has be answered/resolved. Allow three days for all inquiries to be answered.
3. Reasons to File a 1:1 Support
Below is a list of reasons why you should submit a 1:1 Support
Game - If you have any questions about the game-play, then choose Game as your category.
Combat - Choose Combat if you have any questions regarding how to play the game.
Environment and Dungeon - Choose Environment and Dungeon if you have any questions regarding the World Map or Dungeons.
Quests - Choose Quests if you have any questions regarding Character Quests, Public Quests, or Events.
Policies - Choose Policies if you have any questions regarding the Terms of Use or Private Policy Act. Also, if you found anyone that's going against the Terms of Use (i.e. Hacking, Vulgar Language, Harassment) or the Private Policy Act (i.e. Release of Private Information\Login Information, Sharing Accounts), select this as your sub-category.
Guild - Choose Guild if you have any questions about the guild, select this as your sub-category.*Note: The guild feature is not implemented in-game, nor is there an announcement for an estimated time of release.
Player vs Player (PvP) - Choose PvP if you have any questions about PvP (i.e. Mode, Items, Stage, etc)
Technical Issue - If you have any problems with the game/website or have a question, then choose Tech as your category.
Game Bug Report - If you're experiencing any problems with the game, found a bug in-game, or found a problem during game-play, choose Game Buy Report as your sub-category.
Website Bug Report - If you found small issues such as typos or loop-holes with events, or is experiencing difficulty with the website and/or forum (i.e. 404, Error 7677, etc), select this as your sub-category.
Billing - If you have a billing issue or have a question about charging, then select this as your category.
Charge Mischarge - Choose this if you have made a mistake in charging your Ntreev Points.
Charge Backs - Choose this if you have not received the proper amount of Ntreev Points or had an incomplete transaction.
Item Not Given - Choose this if you have not received an item regarding event items, shop items, or promotional items.
Account - If you have any questions about your account, then select this as your category.
Character - Choose this if you have any questions about your character.
MyShop - Choose this if you have any questions about MyShop, Gacha Town, or the VIP Shop.
Item and Equipment - Choose this if you have any questions about Items and Equipment in your inventory.
Appeals - If you're having any problems with your account (i.e. Ban, Being Hacked, Change of Information, etc), choose this as your sub-category.
Suggestion - If you want suggest or share your thoughts to the staff, choose this as your category. You may also share your idea to the community in the Suggestion Forum.
Suggestion(s) - Choose this if you want to suggest a change or include something to the game.
Game Feedback(s) - Choose this if you want to submit information to be included to the game.
Reporting
You would like to report a certain user for violating the ToU agreement
That includes:
Swapping wins
Agreeing to allow yourself to take turn with another user to win or fake a win.
Swapping accounts
Agreeing to swap account by letting someone have your account information
Free killing/Dual Boxing
Basically creating a dud account and winning every match while the dud account user lose.
Hacking of any kind
Using a software on your computer to manipulate change in the game
Speed hacking
Cash hacking
Using Macroes of any kind
These allow you to register a certain sequence of keys in one click.
Unnecessary Spam in chat rooms
If there is any unnecessary spam in the forum, use the “report abuse” function.
Abusing a glitch
A good example is the GC club glitch.
The user with GC club will expel an opponent before starting the game making the game a 2 vs. 1 match.
A glitch or bug is anything in the game that does not seem normal in the game.
Impersonation of a GM, player moderators or any other users
Cable Pulling
This is basically turning off your wireless signal and quickly turning it back on. To the other user it looks like a spike of lag (you freeze and do not take any damage)
This is very noticeable
To report a player you can use Grandchase > Game > Policies
4. Reasons Not to File a 1:1 Support
If you wish to file a 1:1 Support, do so that it follows what Section 3 says. Do not file a 1:1 Support for these reasons.
If you are complaining about not receiving a quest item that depends on luck
If you are having trouble with necklace/guards upgrade
If you keep losing a match because someone kept
Jump attacking
Spamming fireballs
Pushing you off
Using the delay skills
Grabbing repetitively
Running away
Spamming an MP skill
Camping
Otto
5. Why is it Taking so Long?
1:1 Support requires that you have patience while waiting for a response. Please realize that there are a limited amount of Ntreev staff members. Also realized that Previously submitted 1:1’s will still be addressed in the order that they were received. It will be answered professionally and efficiently. If they require more information, they will state that.
6. Note from GM_Raven
Taken from http://forum.ntreev.net/grandchase/forums/post/173741.aspx
I have some good news!
We understand that there is concern over our 1:1 support.
Being gamers ourselves, we take customer support seriously. I personally enjoy helping people and am glad to be able to tell you that we are currently in the process of restructuring the 1:1 support function. A major focus of the changes will be to drastically improve the current response time.
Due to the complexity of the restructuring, it will take some time complete.
Please be patient while we work on this.
Previously submitted 1:1’s will still be addressed in the order that they were received. Each will be individually reviewed and handled. I can honestly say that once we have the new system up and running, we will do our best to resolve all issues as quickly as possible.
We will be handling these issues fairly based on the information we have. Please keep in mind that due to the nature of our 1:1 system it may not be possible to resolve each issue in a manner which all players will find satisfactory. We will, however, do our best to provide the best possible response that we can to each and every report.
I am excited about this change, and I will let you know when I have more information.
Update.
Ok so I know that it seems like a long time since the last update on the 1:1 but we are nearing the completed New 1:1 report system.
Changing the way that the reports are handled is a lengthy process, including the writing of new code,testing, restructuring, all while making sure that the data is kept correct and displayed in a usable format.
While we do not like the wait any more than you, the community, do the time that is being put into the system on the front end will save time on the back end meaning that 1:1’s will be handled faster and more accurately.
While the system is being restructured 1:1’s are being handled with the old system, but the system is less functional and takes more time so 1:1’s are not currently handled at a rate which we find acceptable. The new 1:1 system will provide a dramatically improved response time for the 1:1’s there will definitely be noticeable difference.
I thank you for your patience while we finish up the new system.
I will continue to update you as I receive more information. My next post here will have an absolute date, and won’t take anywhere near a month to before you see it.
Raven
P.S. If you have anything that needs a 1:1 report Please submit a report. Submitting multiple reports for the same issue is only helpful if the additional report(s) contain additional pertinent information not included on the original.
7. New Update from Announcement Page
Greetings, Knights!
Ntreev USA has recently completed a thorough technical and procedural overhaul of our 1:1 Support system, and we are proud to announce that it is now fully armed and fully operational!
In support of these changes, we have decided to perform some Spring Cleaning on the old system, which means that all reports submitted prior to March 4th, 2009 will be removed in one week on March 11th, 2009 and will need to be re-submitted. We have carefully considered all aspects of this decision before moving forward, and we sincerely apologize for any inconvenience this process will cause you, our loyal players.
By starting off the new system fresh, we will be able to provide a significantly improved response time. The technical improvements made to the reporting process will allow you to more accurately categorize your issues, which in turn will also help us track and respond more efficiently to your reports.
In thoroughly reviewing our old system, we found that many of the pending issues reported are redundant or no longer relevant. For example, in Trickster Online there was a crash bug caused by an item purchased in Vamp Castle immediately following an update. Although this issue was resolved very quickly, it generated many reports that are now obsolete, since the issue was resolved. Additionally, the unfortunate side effect of an extended average response time has led some to re-submit their issues, which in turn creates more tickets in the system. It is absolutely our goal to respond to every report in the order in which it was received. That being said, we feel that we can provide better support to our community now by implementing a one-time cleaning of old reports which may no longer be relevant so that all our efforts can be focused on handling current issues and shortening our response time.
If you have reported any issues before March 4th, 2009 that you are still experiencing currently, we kindly ask that you please try out our new and improved 1:1 Support feature to re-submit that issue, as all prior issues will be removed on March 11th, 2009.
Thank you for your attention and patience in this matter, we look forward to serving you all!
-- Grand Chase Team
New Update again
As part of an on-going process to better support our players, we've implemented an email notification systemto our recently overhauled 1:1 support system. Any time an inquiry is submitted, a confirmation email is sent offto the registered email address on your account. This will be done to let you know that your inquiry has been received. We strongly recommend that all players confirm that the email address tied to your Ntreev USA profile is correct, and if any changes are needed, please make any necessary updates as soon as possible. This should be done so that all players may receive proper email updates from Ntreev USA including the new 1:1 receipt email, newsletters and any other special emails. We are continuing to develop and implent new features to our websites and games. Your continued support andenthusiasm is greatly appreciated. Ntreev USA
8. Example of Response
[ GC ]
[ Game ]
03/03/2009
Done
Policies
AttachmentFile
Hello I would like to report this user "insert user name" for failing to follow ToU Agreement. As you can see in the attachment he has been using vulgar terms at another user.
Hello SeraphSinger,
Thank you for reporting this issue to us. With the size and scope of our games it is difficult to actively police our community, often times we rely on the help of our players to keep the community friendly and enjoyable for all.
To that extent we will research your report and take the appropriate action based on our findings. Please note however that due to security and privacy concerns, we will not notify players of our findings.
Sincerely,
BawkzieGame MasterNtreev USAwww.ntreev.net
The response above is somewhat of an automatic script response from Bawkzie. It basically means that there is a confirmation of your accusation and that appropriate actions if needed will be taken care of after they looked over it.
Here is another example
[ NT ]
[ Tech ]
Web bug, Cannot post
03/17/2009
Web Bug Report
none
I cannot post anywhere in the forum. Started just now. Here is the error I am getting Sorry, there was a problem with your last request! Either the site is offline or an unhandled error occurred. We apologize and have logged the error. Please try your request again or if you know who your site administrator is let them know too.
Hello Seraph,
At this time we are aware of the Forum Posting issue that you have experienced, and our team is actively working to resolve this issue as quickly as possible. We will make an announcement on the main page when we resolve the issue.
Thanks again for bringing this issue to our attention.
Good Hunting,
RavenGame Master
Ntreev USA
www.ntreev.net
This is actually a real response from Raven as you can tell I was referred as Seraph.
9. Forum Issues
If you have any issues regarding the forum, feel free to send either me (SeraphSinger) or CujoEX a conversation and we will try to get to you or fix any issues ourselves. Any help is appreciated
10. Files Bigger Than Attachment Allows
If you have a file that cannot be attached to the report. Go to www.megaupload.com. Sign in or sign up. Upload the file and copy the link. You can submit the evidence via link in the body of the 1:1 support.
When submitting a 1:1 Support, always abide by the ToU Agreement. http://grandchase.ntreev.net/Account/termofuse.aspx
If you feel that you need to contact me by any reason please pm me or email me at OmegaJrB316@aol.com and as a Subject, make sure it has something to do with 1:1 Support or I may not answer the email.
I believe that I am the sole creator of this guide. If there is any legitimate input to this guide from any user, I will add you to the list below and state reasons why they are added. If you feel that you deserve a spot in the credit section, please refer to the above Contact Me
VeggieVamp
For supporting me wonderfully as a fiancée and helping me edit some parts of the guide.
Trickateer
For adding GM_Raven notes
GM_Raven
Letting us know what is going on with the 1:1 Support functions
All the Gms
For taking care of us and implementing a 1:1 Support
Zhon
For helping me add additional information and supporting me.
Kowiz
For pestering me about 1:1 instead of 1.1 and color.. :-D
CujoEX
For sharing a huge amount of information and allowing me to add to my guide
Ryan
Sharing information regarding in game reports
nice guide
(ok, I didn't actually read it but it looks nice)
I hate 1:1 support
its better to just pm a gm
(or bug Zhon)
phantomxz:I hate 1:1 supportits better to just pm a gm(or bug Zhon)
Some issues have their place in 1:1 support while others are better suited for PM. Mostly ones seeking a "professional" answer or resolution should be taken to 1:1 support. Asking Loki for help on your homework is a PM sort-of-thing (just kidding, don't do that).
(No really, don't.)
Anyway Seraph, I replied to your PM :>
Artist looking for criticism, improvement, or just plain fun? Click here.
phantomxz:(or bug Zhon)
NO THATS MY JOB D:<>
Credit goes to BlazingEyes
Yokoku: phantomxz: (or bug Zhon) NO THATS MY JOB D:<>
phantomxz: (or bug Zhon)
When reporting a player I use
Grand Chase > Game > Policies.
Green too bright c("c)
And uhh good guide o.o
^.^Thxy Amo c("c)Ocean's Emote 8D