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Viewing dev posts for topic: /forums/general-discussion/topics/Ok-so-this-is-what-I-found
(Keep the thread constructive and on topic please. That means no personal attacks and no contentless or inflammatory posts.)
Guys, to clarify, what Treeshark did was to explain the method - using the statistics/data we had and making the cutoff. Some of the factors we considered may have overlapped for some and maybe only one factor counted for some others, but it was just the explanation of the method that was used.
For those who are expressing their thoughts in a consructive manner (which seems to be the case at the moment except a handful), thanks! :)

(And if you are not, please follow the forum rules and avoid making inflammatory posts or personal attacks.)

We always appreciate the feedback, both negative and positive - I can't remember an event/contest/etc. that we've only had positive feedback on our forums. As knoxxer said, what we can do is to learn from your feedback and see how we can improve them in the future and we'll continue to try. (This goes back to giving constructive feedback/suggestions.)

kamizuma on 03/31/2014, 10:16 PM
Solution: stop giving stuff to people. Give a dog a bone and he'll want the entire steak. People will always be hungry for more and feel that they are more deserving than others and that will just cause anger and conflict in the future.

I honestly don't think this will help, nor do we want this. :)
(Folks, keep the thread constructive and remember not to make personal attacks please. We were doing pretty well for a while too.

Also thanks for keeping me company for the last 3 hours of my birthday. :P)
Folks,

We're sorry for the miscommunication and the way we've worded our posts, not to mention the fact that this caused our community to feel divided. As we've mentioned, this was far away from our intent and we will continue to take your feedback and try our best to improve.

It's fine to continue the discussion and post your thoughts, but some of you've crossed the line when you made personal attacks and derailed the thread off-topic. Knock it off.
Hey guys,

I wanted to stop by to clarify that it is against our corporate policy to not identify oneself as a staff member when we're making game/company-related comments. En Masse staff members are not allowed to post on the forums without the correct company tag. We strictly follow this policy to avoid astroturfing and astroturfing is illegal in some parts of the world.

Now that's clarified, keep this thread on topic.
Hey all,

Here is our updated thread: http://tera-forums.enmasse.com/forums/general-discussion/topics/Gold-Wolf-Giveaway-Recap-Lessons-Learned

Redirecting all related discussions there. Thanks!
After hearing how many of you feel regarding the glimmerheart and communication surrounding it, we want to sincerely apologize. Our intent with this giveaway was to reward a small number of players with something exclusive, not to make the players who didn't get a mount feel devalued. Ultimately that is what we did due to our poor communication and opaque rules. We are committed to constant improvement - sometimes through learning from our mistakes. The way we plan on fixing this is to develop a set of transparent criteria that would qualify a player for getting a reward like this (and potentially more cool stuff). Once these rules are established we will publish them here. Many and most of you have made significant contributions to the TERA community and we humbly thank you for your passion.
We wanted to do something nice for a group of players we felt were going above and beyond in multiple areas of the game or community.

Each person on the list was chosen for a reason, if they claim they do not know why they received the mount - that is up to them to claim.
Minea on 03/31/2014, 09:35 PM - view
(Keep the thread constructive and on topic please. That means no personal attacks and no contentless or inflammatory posts.)


I will try...
Plot on 03/31/2014, 09:39 PM - view
Thing is though, is there a possibility of error or something? In all honesty I don't think Treeshark chose the right words for this situation.


There was no error, we verified the list after the script ran to deliver the items and it was correct.

Treeshark will be the first to admit saying "top 1%" wasn't what he meant to get across in terms of how we chose these folks. He didn't take a list of TERA players and draw a line at 1% than laugh maniacally. It was determined off what we felt were key numbers within the variables he listed - time and purchases - with a wild card for community involvement or leadership.

We want to reward players we feel are going above and beyond. Odds are we will do this again - especially if these chosen folk continue to be good advocates in the community and continue to play TERA.
LSOLive on 03/31/2014, 09:48 PM - view
This is a prime example that EME needs to do something to fix this situation ASAP. Any 'event' that creates this sort of behavior within the community should not have happened at all.


If you want to stop 'events' that creates [filtered] behavior we might as well shut down the internet.
Yesuna on 03/31/2014, 09:52 PM - view
I like you EME, and I think you do good things for NA Tera that makes it much better than say, EU. However, I really really do not think you should ever run something like this again. We know you appreciate us by all the little events you've been doing and your presence on our forums.

I am sure to the majority of people, this event did not come off in the way you've intended it to, and hearing you speak of possible repeats in the future seems to me to be a very bad idea.

Just my two cents.


Thank you for the thought out response. If you look at any good service based business, they reward their top customers. Airlines, department stores, gas stations, all of them do something to reward their customers. This type of program isn't anything new.

And for those asking for the formula we aren't going to give the exact numbers.
LSOLive on 03/31/2014, 09:59 PM - view
They also usually have clear criteria to becoming a 'top customer'


The criteria is very clear but it is internal. We aren't going to go out and say anyone who spent $XXX,XXX will earn a mount.

We could work on developing some sort of bar that shows your progress to a gift such as this. That may help in your progress, but the actual formula - since it doesn't involve money spent - should remain internal. This type of thing isn't easy to develop but we will look into it.
Hayaiouji on 03/31/2014, 10:03 PM - view
I think to myself...What have I started?


It was bound to happen.
They on 03/31/2014, 10:06 PM - view
Protip, just stop replying to this thread, you're only going to make recovering from this harder the more information you give out. Information is power.


I promised Treeshark I would wade into the front lines for a bit...
Banim on 03/31/2014, 10:08 PM - view
So you guys already predicted this kind of thread?

I'm becoming convinced y'all are just gonna yell APRIL FOOLS at some point.


Not April Fools, although it was planned for tomorrow so we pushed it up one day early to avoid any confusion. Probably should have done it at the end of the week.

And yes it was predicted because whenever one person gets something and another doesn't we get complaints. This is more complaints than expected so we will take the feedback and re-evaluate it and make it better the next time.
Keishah on 03/31/2014, 10:07 PM - view
u just contradicted ur self, so none of this is based on USD spent? i could have sworn its been mentioned thats its part of it . infact let me assemble the posts to be clear.


Purchases were factored in - I just meant we aren't going to publicly give the USD amount.
Yesuna on 03/31/2014, 10:16 PM - view
That's not a valid comparison. During that event, the rules and procedures were clearly defined, and everyone knew them.

There has been many story changes, from "amount spent in the store" to "no USD involved," to "valued customer."

I stand with my original point. The amount of backlash this is getting, I would say is hardly worth the effort put into making this an event in the first place.

While I understand your point about rewarding "top customers," by alienating the non-priority, not-top customers, you may be digging yourself into a hole. I would hate to see EME go down in the opinions of players, because I know you all work hard.

"Top customer" is itself contradicting the points being made earlier by staff. In my definition book, and I am sure many other people's, a "customer" is one who "buys." If you were to set up a clear tier system for game contribution or "customer ranking," I am sure less people would be disappointed.

I would really advise against a repeat of this in the future, even though I am not a PR expert.


The messaging could have been smoother. As I said we will take what we learned and do better next time.
LSOLive on 03/31/2014, 10:17 PM - view
I'm honestly still shocked that I had this sort of response from an executive producer. As someone who loves the game, loves the events that EME usually do (exception of this one), I'm not going to stop playing the game. If this was any other business, they would be losing my business for good.


I am merely pointing out that we see this type of behavior in everything we do, it is the nature of the business. There are always [filtered]s that want to ruin things for other people, just for the sake of ruining it.

Deliria on 03/31/2014, 10:21 PM - view
Instead of doing better next time, why don't you fix the mess that you just caused?


We can't go back and re-message this. We have explained ourselves by now. We will work on how we message and communicate it better next time.

The mount isn't being added or removed because we already verified it met our criteria.
It is not a mistake.

Similar to the Christmas Cards we sent out over the holidays, select players are being awarded with an account-bound mount for their time in TERA. All those receiving it will receive an e-mail about it shortly.
It is not strictly time, or by founders, or any criteria like that.
3:45 p.m. PDT

Redirecting to the pinned update thread here: http://tera-forums.enmasse.com/forums/general-discussion/topics/Gold-Wolf-Giveaway-Recap-Lessons-Learned

---------------------------------------------------------------------------------------

We ran a formula that took into account time played, purchases, and other community considerations - on all our players. When I said "time" previously, I didn't literally mean time was the only factor. Then we took the top 1% of that list and that was who got the mount. Was any RNG involved? No. Is it unfortunate that the cut off was at 1%? Yeah. But if we made it 2%, then it would be unfair for the people at 3%. And if we gave it to all, then there's really no prestige to this at all.

Also, we can only send e-mails to you if you are opted into our newsletter. If you haven't logged out of TERA in the past few hours, you could have the mount and not know it, since it is an account-bound item and will only appear if you log out/in.
Edited by: Minea 8 months ago - Reason: Redirecting to http://tera-forums.enmasse.com/forums/general-discussion/topics/Gold-Wolf-Giveaway-Recap-Lessons-Learned
I just made a #2 post, and I'll repeat it here:
We ran a formula that took into account time played, purchases, and other community considerations - on all our players. When I said "time" previously, I didn't literally mean time was the only factor. Then we took the top 1% of that list and that was who got the mount. Was any RNG involved? No. Is it unfortunate that the cut off was at 1%? Yeah. But if we made it 2%, then it would be unfair for the people at 3% and so on. And if we gave it to all, then there's really no prestige to this at all.

Also, we can only send e-mails to you if you are opted into our newsletter. If you haven't logged out of TERA in the past few hours, you could have the mount and not know it, since it is an account-bound item and will only appear if you log out/in.
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