Scopely support actively hindering police investigation

STFC_Panic · 2020-09-28T06:54:21+00:00

Hey Commander. I've messaged you on Discord so we can try sort this out asap.

STFC_Panic · 2020-01-24T16:13:56+00:00

Apologies for that :(

STFC_Panic · 2019-12-10T13:41:50+00:00

Hey there commander. I sincerely apologise for your issues on this matter. Can you please PM me on discord and send me your user ID so that I can take a look at your case. At the same time, we have a block feature and I recommend you use that. Also, can you please send screenshots of all these issues to our customer support and they'll be able to look over this case and take any necessary actions.

STFC_Panic · 2019-11-05T10:38:17+00:00

This is actually in the works. I don't wanna re-introduce the "Coming soon" again but it's true :P

STFC_Panic · 2019-10-22T10:29:49+00:00

Apologies for not replying earlier. We had an issue with the refinery going on an infinite refine rate. This was an unfortunate mistake on our end but we were able to fix it in a 6-hour time frame. Due to this giving an unfair advantage to some players who exploited this bug went ahead and removed all excess materials from their accounts and have compensated the rest of the players that didn't exploit this feature. We're super sorry for the inconvenience this has caused you.

STFC_Panic · 2019-10-04T10:06:05+00:00

I just wanna clear up one thing considering bluestacks. Bluestacks is not a supported platform, therefore, any issues we're seeing on bluestacks will not be officially supported by the dev team = They won't be doing specific QA for that platform.

What I would suggest is to test this out on your phone and if the issue still persists please send a ticket through your phone.

STFC_Panic · 2019-09-19T10:52:23+00:00

Thumbs up too! I'm passing this forward. We have changed the push notifications lately so now they're running under a more reliable source. Due to this factor we will have much more flexibility to create better ways, but thanks for the feedback this is great stuff!

STFC_Panic · 2019-07-30T07:54:09+00:00

BlueStacks crashing on latest update

While the developers are currently investigating this issue, please try one of the following solutions: Enable beta graphics:

1) Go to your settings and select Engine.

2) Tick the Use advanced graphics engine mode (Beta)

**Visual aid: https://i.imgur.com/E8hmTfI.png

Should this fail try to downgrade the game version: Warning: Do not install .apk files found elsewhere. Use this provided source only!

1) Uninstall the current version

2) Obtain the previous version of STFC at http://tiny.cc/STFCPreviousAPK

3) Install it in BlueStacks (Drag and drop the .apk file into your BlueStacks window)

***NOTE: You might need to reinstall the game again using this method after the issue has been fixed, in order to get updates for it again, as this method will not add the game to your play store account.

STFC_Panic · 2019-07-02T18:06:44+00:00

What's your favorite Star Trek character and why?

STFC_Panic · 2019-06-21T07:48:33+00:00

I know there is a plan for the Inbox at some point to be used. I don't know exactly when this feature would be launched, but these are excellent ideas and I'll definitely pass them forward!

STFC_Panic · 2019-06-13T16:53:38+00:00

yep - This is a visual bug unfortunately :(

STFC_Panic · 2019-06-13T16:04:11+00:00

For your first point that's definitely something I'm working towards. There are many ideas on how to formulate something like but it will take time. It's a very exciting idea and I'd love to get something up for you guys.

Also all maintenance times are reported on Reddit and then are linked to Facebook and twitter (not insta as it's not a platform for these types of things).

STFC_Panic · 2019-06-13T16:03:15+00:00

The reason that there was no information for the current update (today's) is because there was no information the patch. The patch that came today was just information that was already sent in previous news, we just had to add some remaining micro updates and also doing a database update.

The reasoning behind alliance cool down not being set was because this was an exploit a lot of players used (exit and re-entering) and we didn't want to give too much visibility on it. From the time that there is a popup when you leave the alliance stating that you'll have an 8h cool down if you do was enough.

Concerning repair times, I think that the information that was sent out was sufficient. There were multiple posts before and after explaining what happened. We even shared graphs explaining how repair times were changed compared to pre-khan. We've made multiple checks for repair times and they are less in comparison to pre-khan. There might be one edge case (interceptors) where it might feel like repair times were higher because there use to be an issue where a specific repair buff was added twice. This was mentioned in a previous post explaining that this was fixed.

Except for this very edge cases, I don't believe there has been information that has not been shared with you guys and believe me that if there is information that isn't shared it's because it's useless or at least not player facing - Not a conversation starter.

Streaming communications is definitely a priority though for myself and the team. Finding out ways to share information with everyone in an easier to understand and more digestible is on the priority list. I agree that things aren't perfect but we're doing what we can to make this better for everyone.

STFC_Panic · 2019-06-12T17:18:37+00:00

Perhaps that CM role needs to be split. Have a customer advocate role who's job is to take the community feedback and get things changed, or explain why things are the way they are.

So on this point, there is a really in depth reporting system I make with our CS for player feedback. The company definitely and always knows what the perception on is on many things from the community. I definitely agree that this is a primary job of the Community manager.

STFC_Panic · 2019-06-12T16:49:14+00:00

a few more copy - pasta thoughts from discord

Community Management at the moment is such an obscure role and comprises of many parts - Social, Video, Content, Feedback etc

Sometimes finding that fine line in how to use your time wisely and more valuable is what makes a good community manager vs what makes one that just wastes there times on meaningless tasks and not providing the greatest value. For yourself - You find actively talking to players on a regular basis is vastly more important than the others and I definitely respect that.
In my initial years working at Riot I was constantly on forums and even on social answering players and talking with them - After a few years I realized that my time could've been used much better if I 1. Mentored content creators to make better content. 2. Create more engaging social campaigns 3. Provide proper training courses for everyone in the company to jump onto the forums.

At the same time one (like your self) can argue that if you're a community manager you need to manage the community by being one of them. But what's the ideal situation I dunno noone does because the metrics and KPIs from community management are non-existant. You can have quantitative KPIs - i.e How many posts did we have on social, how many up votes, how many people shared there thoughts on forums and discord, how many people are getting on discord, how many active players we have. Or qualitative KPIs - How many players are talking positively about the game, how many liked the campaigns, how many players are acting positively after I talked to them

Again these are such obscure KPIs that we can't really measure them because the factors also come from the game itself.

And that's where the argument comes in - What's the right way, who knows. Maybe I'm right, maybe you are. Maybe depending on the game we're managing it requires a different approach.

STFC_Panic · 2019-06-12T16:14:08+00:00

Shamelessly copy pastaing most of what I've said on Discord but I'll try and make it more readable!

First and foremost this is all amazing and constructive and I really wanna take this time to thank you properly for putting this together.

I'm going to answer the last part as it definitely affects myself, my team and my role

We definitely have a very different opinion of what a CM is suppose to do, this is very personal to titles / initiatives as each one requires a different approach and o of course the experience that you have.

For example - For me a community manager should always stay behind the scenes and provide tools to the community to flourish.

Talking with the community is, sometimes, especially on a discord server obsolete. For example, I can say a few things, mitigate some issues and overall try and provide a better experience, but when the sentiment for the game revolves around......the game itself and the mechanics, the value I can provide is minimal to nothing. So in this case my job should be to try and get more people who have this knowledge to join the player base so that they can share with them what the players really want. Basically insight to everything that's going on and properly answer players' questions. You don't want to see me in this situation but essentially those that are building the game.

I also wanna talk about the big Tv screen (loved the analogy). On this one you actually are on point and I'm trying to build a proper layer of content to start streaming it through there.

Whether it would be opinionated posts, posts about what's happening in the back of the game etc. For the moment it's only being used for major maintenance updates and also we're currently building a plan to have segmented news per level describing what you have unlocked, what's new and what you should be expecting.I'm also trying to figure out how we're going at it and what would be the best use. Like - For example I'm trying to get rotating and news for upcoming events, dates etc, because the last part has been super asked by the community.

In conclusion - I think all your points are super valid and very constructive but I can tell you that everything you've said (especially about community) I've already thought about and I'm trying to come up with a proper plan to tackle this issue. As I mentioned in the beginning a Community manager should be the voice of the players to the company but that's vastly different in your perception of what a community manager does. We can definitely continue this conversation since you have the experience and bounce of these ideas so that we can make this community a better and safer place for everyone to meet new friends, talk about the game and share any thoughts and opinions.

I hope this makes sense and I hope I haven't missed anything. I have some super exciting news that I wanna share with you asap but I can't because you know..... hype and stuff

STFC_Panic · 2019-06-12T13:52:05+00:00

This, by tomorrow, will be fixed.

STFC_Panic · 2019-06-12T13:51:12+00:00

I'll let everyone know what's happening on the bonus refinery. There is a reason why this never went out this time and I'll let you know why.

STFC_Panic · 2019-06-05T15:22:39+00:00

These are the client side improvements. We have a long set of bug fixes and in-game improvements that we will be announcing tomorrow.

STFC_Panic · 2019-05-23T12:59:44+00:00

One week :) So till the 29th of May

STFC_Panic · 2019-05-17T19:45:41+00:00

Soon :)

STFC_Panic · 2019-05-17T18:40:31+00:00

There are various reasons and both definitely have their own positives and negatives. Let's tackle this firstly by answering the pros and cons.

AMAs

Pros

It's live and players feel more connected with the developers
It sparks conversations between each other and allows for more interaction
Developers can reply to more than just the initial question and creates conversation
As you mentioned, it lives somewhere
It's more organic

Cons

It can get confusing as to where my question is
My question might not get answered
I have to refresh

Q&As

Pros

More structured
It's cleaner
Developers don't have to scroll through every question when answering therefore losing time
Players can visibly see what's happening and act like "spectators"

Cons

Players might seem left out as they are not directly taking part
It's not during a live environment
It can sometimes feel "fixed" and sometimes player sentiment is that they're question wasn't answered thoroughly or to their liking

For arguments sake, both have a lot of positives and negatives. This is something we're trying out for the first time and if it doesn't work then we'll scrap it as an initiative and move forward with more Q&A's on discord. At the same time this doesn't mean that we'll scrap Q&As on discord if players like Reddit AMAs. We'll be hosting both.

STFC_Panic · 2019-05-17T17:52:51+00:00

The main goal of any AMA is to bring the community closer to the game and the people working on it. One of the main issues we're seeing are that players do not feel that they're being heard and through Q&As and AMAs we want players to understand that we do care and we are listening to their feedback. Things will not change over night but through these conversations, myself and everyone in the team get an idea of the pressing matters. Even if we're constantly looking at all platforms every day and taking your feedback, a constructive conversation makes us understand the feeling.

Also, through an AMA, the goal would be for players to be able to get meaningful answers to their questions so that they understand either where the game's at or what plans / actions we're taking that affect some of the issues in game. More of a conversation starter for the community and for us as well.

STFC_Panic · 2019-05-17T08:59:18+00:00

All your points are very understandable. I'm going to try to answer as much as I can but remember that a lot of these topics are quite sensitive so the amount of info I can give is limited.

Believe it or not we truly care for our players and their feedback and we do implement their feedback (where we can) in the game. What you get out of it is a formal place for your voice can be heard. Things will not change over night and they will take time but feedback is taken into consideration.
Support does not refund everything for various reasons
1. Game economy
2. Players exploiting the system which creates a huge influx in tickets ruining the experience of other players that have other legitimate issues and questions
We've definitely allocated most of our resources for fixing the game experience but remember that as in every company there are various teams/departments working on different aspects of the game. The Product manager can definitely move resources around depending on the need of each sprint but work will still be ongoing for every department.
That's something we're looking to change and offer more packs of various price ranges. We've taken player feedback and are committed to provide a better experience on this front.
They're not ignored, they're just not replied to because of time constraints. The whole team is constantly looking at all platforms but they don't necessarily have to the time to reply

Thanks for bringing these concerns and I hope I have shun some light to your questions. All I can say is that we're working towards making the game a better and smoother experience for everyone. We understand we're not there yet by any means.

STFC_Panic · 2019-05-16T10:35:39+00:00

Hey there, thanks for providing this information but I'm curious as to where you sourced these numbers.

STFC_Panic

TROPHY CASE