Where we were
It has been a hell of a ride since TERA went free. When TERA:Rising launched we expectantly saw our support queue volume increase significantly. It got to a point where we were not at all happy with the response time for our tickets, and the wait time for live chat.
This led to a tough decision. We took live chat down for a week (March 18th â€“ March 25th) to focus our entire effort on the backlog of support tickets. During this time we worked around the clock to answer thousands of tickets, drank way too much red bull, ate way too much pizza, and reduced our average response times to less than 72 hours when the week ended. While we still were not happy with a 72 hour response time; it was an improvement from where we were. Live chat returned to service on March 26th with a slightly different schedule.
Where we are now
Since March 26th we have further reduced ticket response times to less than 24 hours, chat wait times have come down significantly, and all of the GMs that were here before TERA went free are still around.
Our Current Hours of Operation
Submit a Ticket: 24/7 open to everyone. We staff 24/7 to answer these as quickly as possible.
Live Chat: Tuesday â€“ Saturday open to Founder and Elite: Noon â€“ 8PM Pacific
We thank everyone who waited patiently for a response from us, and canâ€™t wait to see you in game!
You know what I hate the most about support now? I keep getting answers that don't make sense so I have to demand a supervisor almost every other ticket to get an actual answer. The one that pissed me off the most was "Santa hats were never tradable, but by it off broker!" Seriously I'm not happy with support despite the times.
I looked into your ticket history under Sano, but do not see the santa hat question or any escalations to a supervisor. Perhaps you did this under a different account. Feel free to PM me the incident number if you feel any issue was handled incorrectly. We are human, and mistakes can happen. If something clearly wasn't handled the right way we want you to let us know.
Our community continues to grow. This time, fan site TERAfied interviewed Associate Producer Patrick Sun (AKA Treeshark). They talked about TERA: Rising, changes coming down the pike, and the path that led him to his role today. Itâ€™s a unique glimpse at what drives people in the video game industry.
So head over to TERAfied and check out the full interview!
I've seen people from ALL servers misbehaving in game and the forums.
Even being "good" or "bad" is highly subjective. Are you "good" if you can only succeed with equally experienced folks? Or are you also "good" if you lead a group of newcomers and succeed as a group? Are you "bad" if you don't want to drop a non-level 60 from nexus group? Also surprisingly, a lot of the player nomination contest entries I've seen are from PvP servers.
I'm all for server pride but dividing people into groups and generalizing them is not helpful for the community. We're all TERA players after all, and should respect all types of gameplay and each other. :P
Founders and elite users should have the chat option during the live chat hours and although we had an incredible surge of support tickets/chat around TERA: Rising launch, we worked through the majority of them. So the ticket turnaround time shouldn't be too long now. :)
As for the chat issue your'e seeing, there are several possibilities. Assuming you're correctly logged into the founder/elite account, it could be a time zone issue and/or it could be due to a change in system clock. We recommend trying with another web browser or computer if you can. Also there is always the possibility that this is a bug, but we haven't had reports on this yet. Hope it helps!
You guys already know we'll always be behind KTERA in terms of information and content unless they hold back content and information for Korea, the reason being TERA is developed by a Korean game company in Korea. That said, when we have the content depends on a lot of things and how we choose to get the information out also depends on a lot of things. Dev resources are shared by all territories and we (NA) are one of the territories as BHS juggles them all. Sure, it'd be great to have the information immediately but as the NA publisher we have our own strategy and release schedule, which means we do our best to decide when it'd be most beneficial for our community and it's not always easy to predict what/when will be available for us. I don't know/have the details for the Kelsaik raid right now, but Knoxxer already mentioned that while the new bg and raid will be separate updates, it will be before the alliance update. More specific information will come when we have more to share, we'll be very excited to share it with you. ^_^
So let's get the thread back on topic and focus on the interview. No more derailing with who represents who. We can have a constructive discussion and leave constructive comments without generalizing anyone. Surely we can show a bit more appreciation for the hard work TERAfied continues to do for our community.
It will actually be turned off on the 30th of this month, not the 23rd. We have always stated that this was an event for a limited time, and did not want to mislead anyone that this would be permanent.
That said, the response (and turnout) has been great for this. We will definitely want to bring it back, but me thinks that some tweaks need to be done to make it better (level of gear, suitable gear for classes).
Any time you see an inappropriate behavior or have a suspicion on botting (like this case), please let us know so that we can take appropriate action. Submitting a ticket is the best way for this but I got this one.
Heya Rebel, I'm sorry to hear that. :( If you've tried all of our suggestions in the FAQ, the best way forward would be to contact our Support Team for more personalized troubleshooting steps. Here is the handy link: http://support.enmasse.com/tera/. Hope the issue gets resolved soon!
Edited by: Minea
over 1 year ago
- Reason: (Also locking this old thread)
Search for "TERA online complete client"
There are 2 of the results that I trust:
plus one from Softpedia. You will find more but not sure how safe they are. Uninstall the torrent version and use the complete client versions. Most likely after that you will just have to patch.
That link is not for us (EME). Do NOT use that link if you plan to play here. Do not use any link provided from other websites as our support will not be able to help you. Our client is not downloadable anywhere else but from our servers, and there is only one source that you should trust.
Please remember to be respectful to all users and keep your posts constructive.
@OP, I'm sorry the ticket response time is longer than expected, I know waiting can be frustrating when you want an issue resolved. We try our best to get back to you as quickly as we can, but we had a surge of users and the amount of tickets as well. Thank you for your patience. :)
If exiting completely out of the launcher and restarting it does not work, our suggestions are:
Step 1: Navigate to your TERA folder
Step 2: Delete the EN.version.
Step 3: Delete the Live-New-Launcher.version file in the TERA folder if you have one.
Step 4: Restart the TERA Launcher.
If this does not work please try the host file edit listed below:
Step 1: Right Click on your Notepad icon and select "Run As Administrator"
Step 2: Navigate to the HOST file directory: C:\Windows\System32\drivers\etc
Step 3: Make sure you have "All Files" set so that way you can see all the files in the folder instead of just .TXT files.
Step 4: Insert this line below the existing text (no # before the text):
Step 5: Save the file
Step 6: Restart your TERA Launcher
Edited by: Minea
over 1 year ago
- Reason: more details added
As petitions are against the forum rules, this thread has been changed into a discussion thread. Please make sure to include your thoughts on the topic within your post. Empty posts are a no-no. Thank you.
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As mentioned previously, petitions are against the forum rules and +1 posts don't contain sufficient content to promote healthy discussions. I'm closing this thread because the majority of the posts don't have enough content despite the explicit request left in the thread.
Currently all of our servers are located in Chicago area and other than the distance, we don't have a reason or explanation on the issue you've mentioned. :(
If you see inappropriate chat in game, please make sure to report so that we can take action. If you see inappropriate posts on the forums and report them, we will take a look at the reported posts and take action as well.
Also we are all a part of the TERA community. We can make the best of what we've got while we continue to improve. There will always be room to improve and we're aware of that as well. But in the meantime, please help us by promoting the behavior you'd like to see. :)
I'm afraid callout threads are against the rules. But if you see inappropriate chat/behavior in game, please make sure to report them so that we can evaluate them. We look at every report to take the necessary action. Thanks!
Actually people won because we liked their stories. Whether it be because of their writing style, skill, humor, originality, or unique perspective, etc., we stand by our choices and believe they are a good mix of different styles of gameplay our community enjoys.
Also I am personally not a hardcore pvp'er and I can assure you that this is not the case. We read every single entry in that thread in two days and gave away more pets because we really loved reading everyone's submission. Unfortunately because we are human we don't always agree on all things but that's also a part of the reason we continue to have a variety of events and contests! :D
P.S.: Also for your comment on the video contest, I've stated multiple times we could only accept original work including the sound portion. If you have anything more to say, PM me and I'll be more than happy to explain. :)
@Korynn80, Account-related issues need to be looked at by our Support Team, which you can do by clicking on the "Support" button on top of the page (or the url I just linked :) ). I'm sorry you're having issues but our Supprot team will be more than happy to help.
@Hostage, To clarify, all winners posted their entries before the deadline. In fact, the latest winner we have is #769 by Bilei, posted on 04/09/2013, 11:34 PM. Please don't spread false information.
Pets are now available in Valkyon Outfitters. Find the rambunctious Rambo, the enchanted prince, a carnivorous plant, and the darling Dragonette in the Mounts and Pets tab. Learn more about pets on our Adopt-a-Pet page and in the pets game guide. You can also preview each pet in the store items guide. Remember to buy pet food from merchants in game to keep your new companion happy. You also have a chance to find the sweet candyspinner pet in the pet food loot box!
First, thank you for participating in our "Tell Us About Your Pet and Win!" Contest! We were excited to see so many great stories! Some of them made us laugh, some sad, and some even made us hungry for dracoloth eggs!
There were a lot of really awesome stories so we just HAD to reward more than we originally planned, increasing the number of winners from 10 to 30.
Here is the list of winners:
Congratulations to the winners! You should have received a PM from me containing the prize code.
We'd like to thank everyone again for sharing their creative side with us. Happy pet day tomorrow!
Unfortunately, at the moment there's not much. I have requested additional report functionality to cover cross-server reporting and such, and I think that'll go a long way towards fixing this inactivity.