Hello, everyone! This is Netgame Lead GM GooL.
Firstly, I would like to let everyone know that all of Netgame's staff greatly appreciates your support and patience for our games. We would like to announce a few things regarding our service. Believe it or not, we have been listening to everyone's feedback throughout the forums and 1:1 Customer Inquiry, and we are aware many players are not satisfied with the quality of service. Therefore, Mgame USA, Netgame, is taking the measures to move one step forward towards better operation.
- Client Download Improvement and IDC: We are currently aware we are not providing an adequate download speed for our game clients. To combat this, we are continuously working with download service providers in many different countries to offer a quality download rate to everyone.
Also, many players sent us messages expressing concern regarding our game servers, so we are working to improve them to reduce lag for people in certain areas. We will let you know about the updates to each game server throughout each respective game's website.
- Quality of Service Improvement, Better and Faster: To provide better quality of customer support to all players, we have currently, in October, just increased our customer support agents by 300%. However, players may not see this change yet because they are still in a training phase. Soon, these outstanding GMs will be hopping into the games to assist you both there and via the 1:1 Customer Inquiry Service. Stay tuned, more GMs will be there for you soon.
- In Game Security Enhancement Project Started: We've seen many players suffering because of illegal programs usually known as hacks. We are drastically improving our efforts in this issue by adding a Security Team along with the Service Team for all games. Currently, we are monitoring and looking into many cases and preparing what type of action to take. All players will see these results happening soon. Our Security Team and Service Team will always keep our eyes open to these issues. Furthermore, as a request of all players, if you find any hacks for our games, please report them to us and we will take the necessary measures as soon as possible.
- nCash Recharge Gateway Improvement: Many players have been stating that even if they want to recharge nCash, the process is too hard or they are unable to because there's no option for them. Therefore, we are working with many different countries and many different companies to provide a wide range of choices and easier ways to recharge nCash. We are currently looking into prepaid cards, credit cards, mobile payments, free recharge options, and more. Also, we are attempting to be able to pay players' commission fee ourselves so there will be no additional hidden payments when recharging nCash.
- More Gateways, More Players, More Fun: Netgame.com is providing global service based on the English language. As it stands, it is hard to provide service to players in different countries because of this. To offer better and more convenient service to worldwide players, we are contracting partnerships with companies in Europe, Latin America, and Eastern Asia so players f Aion those regions can play our games easier and without problems. These changes will start f Aion October 2009 and it will improve our service to people all over the world, not just North America.
We are announcing this to let everyone know what is happening within Netgame and how is it going to be for the end of 2009 and 2010. You can think of the list above as a promise f Aion us. We are always hoping to provide better service to everyone. We are not sure that it can be the best, but we are sure of one thing: we will be giving it our all so that players f Aion anywhere in the world can smile when they come to our site.
