This isnt a good idea given the bad blood from the few of us that are here from way back. Additionally it gives a forum for individual complaints rather than a general "here is what we have a problem with".
I generally and always give the rating as a 1 for service. This is usually followed by people defending X GM or X GS, but the GM and GS's aren't really the problems. In fact in most cases we feel sorry for them, which is pathetic in and of itself, but we know the problem is higher up the chain.
Priority to the company should be making money. Customers should never even remotely sense this, we feel it every day.
Under staffing and under training of the people that are dealing with the customers. This includes GM's and GS's but they are the least of the issue. Ticket response emails are getting better, but response time is only better as there are less complaints because most of your customer base has given up on Aeria as a whole. Your upper and middle management is the problem, its such a problem that we see it and we don't even work there. A complete retraining, or removal is needed.
The US is in a recession/depression the prices Aeria charges reflect a silicon valley 1980's income in a country that has over 60% of its citizens making less than they were before 2008. This is one of the many disconnects with the customer base that has never been addressed. More over this has been quick fixed repeatedly by sales etc rather than a longer term planning, even for the quarter of year. When pricing items that are only created virtually remember that McDonalds is a bigger corporation than Saks Fifth Avenue for a reason, people spend more in small amounts rather than large, and a free to play game does not hold many Saks customers. You have set yourselves to cater to 1% of the customer base available, no wonder your not making sales.
Quality Control, there is none. The game when it first came out until 2009 had a phenomenal start. Bad management, releasing of the core game to hackers, legal mishandling regarding gold sellers, as well as other miscellaneous things along the way have crippled this part of the company to the point of no return. Again no long term planning has made the company play catch up with a moving train that you will never catch.
We have all fallen for the mystery boxes, scalable upgrading of items, and scalable winning scams, once in a while was cute, but the newness has worn off and the winning ratio needs to be improved so it isnt so blatant that you are trying to increase sales. The general thought on your end needs to be that sales have increased, not that you are giving the store away. We talk amongst ourselves and compare notes on who wins what, the more these give out items that are worth less than we paid the less we spend, and the less we play until a downward spiral is made off of the game. This is more so with upgrading of armor and weapons than anything else. It was expected to increase the fail ratio before the introduction of Master Stones, now that they are out and accepted, your fail ratio on upgrading needs to improve dramatically. As it stands your AP purchase of roughly 50 USD will not guarantee an item going to even +15. We do the math and with multiple armors , weapons back packs and soon to be wings, we are looking at currently 5 armor and one wep, to buy AP to upgrade it would be 300 USD per set, not including Master stones and other items needed for upgrading. Add this with standard leveling playing etc, That is more than the average household has in expendable income. Research this for verification.
Currently what is generally agreed by most of the customer base are the following:
More AP items to buy at lower prices, especially Vanity type of items, Vanity section is one tenth of what it should be. People like to be around like people in there own unique way, with individualized pets. The fact that you have not capitalized on this is just unfathomably unforgivable.
Glitches fixed that are not costing you money but are causing the users issues. Customers should always feel as though they come first. Even though we know we do not, we do not like our noses rubbed in it. Fixing a glitch that is costing you money takes the servers down, while a wall glitch or pet glitch has taken over 8 months to fix, if at all is just one of many reasons to leave you.
Your monthly AP purchasing and multiple accounts are set up to be manipulated. Get over it, you should use this to your advantage, not punish those that have taken matters into there own hands to keep playing the game despite you, rather than play with you.
Daily something. Besides attendance there needs to be a reason to log into here every day. We try to amuse ourselves, but we have dwindled down to so few. Something to look forward to would be nice, even if its an item that lasts that day and disappears at the end of the day, non trade able etc.
When you say something do it. Do not go back on your word, if we cannot trust you we will not give you our money. This merge is a prime example, it should have gone through, and add the additional 4 characters back after the fix rather than disappoint the majority of the players by delaying and in turn appearing week manipulated by a few of the players and indecisive. Additionally we read the German and Korean server notes, so we know what you have the capability of doing, and know that you are behind them a great deal.
Update and organize your forums, your place is such a mess that I come up with posts from 2008 for something i am looking for now.
The fact that we have to go to Lastchaosinfo.wetpaint.com to get the best and most accurate information about your game says that it is up to the players and not the company to put out a workable model of how to play the game. In other words the players care more about the players than the person we are handing our money to. At least hire a person to make a playing guide that we can follow, hopefully to include new updates that are on the way.
Advertising, due to your inability to keep players playing, we need new blood. spend some of your money advertising what a wonderful game you used to be, and will hopefully be again.
Currently there are over 200 different Last Chaos hack servers that are available, some are better than this for instant gratification, and a month or so of fun play before you end up with nothing. You should have a couple of people playing these, making notes of what is good and incorporate that or something like that into your game.
Gold Sellers, you seem to be banning people with money rather than closing down the servers and companies that are selling your gold. The methodology should be to take the gold and keep the paying customer.
Im tired, and there is more, but this should give you the general consensus from my part of the worlds. And before the Haters gonna Hate on this, remember that I wont respond so say what you will to the empty echo.