DayZ Support

[SeyBee (DayZ) 0]

I wanted to share with you with my observations on work Dayz Support.

September 8th I wrote the first ticket with a request to update my server information in DayZ database. In the meantime my dedicated server was moved to the new serverroom. September 13, I wrote a second ticket with a request to change the IP address entered in the whitelist. Each ticket I wrote for another server instance. After writing the second ticket within 30 minutes I received a response from J.D. Instead, change the IP address and close the case, reprove me that I should not write two tickets on the same issue. My servers PL3 and PL11 are disabled from a week because there is no one who could make update my new IP addresses in the database. Maybe I have to host a private database servers or completely withdraw from hosting servers Dayz, huh?

I pay a lot of money for server colocation and I can not allow that servers of Polish DayZ community were turned off for over a week.

Level of my frustration reached zenith and thats why I decided to send few of private messages to Dayz Staff. Only Urbanfox showed moderate interest in this subject but in spite of this my case still did not move even one step.

An hour ago I received another response. Again, instead of changing the server IP in whitelist, he creates theories that the servers PL3 and PL11 are hosted from my PC. He never asked me for evidence that the server has a configuration that I gave in ticket or connection speed test. Also he writes that I should rent Dayz server from hosting company etc., leads into an unnecessary discussion. What does this have in my case if my server is colocated in big datacenter?

What's more - I wrote a post on a server forum but after a few minutes, my topic was deleted. I have not received any answer from forum administrator why the topic was deleted or why I should not post it. In no way I broke the forum rules.

Dear admin - your behavior is simply pathetic.

DayZ Support - yours tardiness in decision-making is simply tragic. I am very disappointed with the level of support. So if is supposed to look co-operation on the line DayZ Support -server owner, then you should seriously consider this as it is on look.

Rocket, please make an order with people working in the support site and let them begin to carry out duties with due their care because this people are incompetent.

Sorry for my bad English :(

Edited September 18, 2012 by SeyBee

[urbanfox 116]

FYI, I am JD...

As for your ticket, the last time I saw it you were trying to move the servers to an IP that belonged to a residential ISP, http://www.tesat.pl/. We do not allow home hosting.

Concerning your thread being deleted, I have no knowledge of that.

One last FYI: we are unpaid volunteers. There are hundreds of support tickets and server requests submitted each day. The only reason tickets get answered and servers get approved/denied is because people freely give their time for nothing in return. That doesn't make community support saints, I'm just letting you know because there seems to be awfully high expectations around here.

[SeyBee (DayZ) 0]

FYI, I am JD...

As for your ticket, the last time I saw it you were trying to move the servers to an IP that belonged to a residential ISP, http://www.tesat.pl/. We do not allow home hosting.

Concerning your thread being deleted, I have no knowledge of that.

One last FYI: we are unpaid volunteers. There are hundreds of support tickets and server requests submitted each day. The only reason tickets get answered and servers get approved/denied is because people freely give their time for nothing in return. That doesn't make community support saints, I'm just letting you know because there seems to be awfully high expectations around here.

Ok I get it.

Tell me why you think that i host PL3 and PL11 servers from my computer? Since you're an expert so you can easily check which IP I'm currently using. Check route to my IP 79.173.30.16 and server IP 79.173.37.58 & 79.173.37.62 by WinMTR. Old IP's are not available. You will see that to me is more hops. This will be further proof that the servers PL3&PL11 are not hosted from my own computer.

I signed a contract with this company for server colocation. I gave you evidence that the server meets the requirements given on the ticket.

An one hour ago I sent evidence in ticket that the situation is different than you think.

What else can I do?

Edited September 18, 2012 by SeyBee

[urbanfox 116]

Ok I get it.

Tell me why you think that i host PL3 and PL11 servers from my computer? Since you're an expert so you can easily check which IP I'm currently using. Check route to my IP 79.173.30.16 and server IP 79.173.37.58 & 79.173.37.62 by WinMTR. Old IP's are not available. You will see that to me is more hops. This will be further proof that the servers PL3&PL11 are not hosted from my own computer.

I signed a contract with this company for server colocation. I gave you evidence that the server meets the requirements given on the ticket.

An one hour ago I sent evidence in ticket that the situation is different than you think.

What else can I do?

Did you even read what I said?

"THE LAST TIME I SAW YOUR TICKET...."

Since you're an expert so you can easily check which IP I'm currently using.

Actually, all I did was copy and paste the new IP you wanted whitelisted into the magic that is WHOIS.

Really, it's not that hard.

Edited September 18, 2012 by urbanfox

[kiotie 23]

Unless you've walked in their shoes, you really don't know what they go through.

[SeyBee (DayZ) 0]

Actually, all I did was copy and paste the new IP you wanted whitelisted into the magic that is WHOIS.

Really, it's not that hard.

I'm tired already this scuffle. This is not what I expected from the support. The fact is that I'm subscribed to this company because it operates within the district in which I live. Does that mean that this company can not provide colocation services?

Conclusions which you represent are far from unfair. Accepting that I hosts DayZ servers from my computer or another computer from my house are very unfair.

As you're doing all this work for free, I do it for free like you. I spend my own money for server colocation to get the Polish DayZ community had its official Dayz servers.

Edited September 19, 2012 by SeyBee

[SeyBee (DayZ) 0]

Really approach of DayZ Support is not serious.

I gave enough evidence in tickets that the server is in datacenter and this issue should be resolved a long ago. As I wrote before, my server is colocated in Tesat's datacenter. The fact that I have an IP address from the same pool as the server is due to the fact that I am their customer.

Here is another proof

http://i46.tinypic.com/2zh40as.png

Edited September 19, 2012 by SeyBee

[SeyBee (DayZ) 0]

Host information updated:

http://whois.domaint...om/79.173.37.58

http://whois.domaint...om/79.173.37.62

What now J.D. ?

Edited September 19, 2012 by SeyBee

[urbanfox 116]

I don't understand why you feel the need to be an asshole or why you keep spamming this thread or why you think that you are entitled to immediate service.

Here is how the situation went for me:

I asked you to fill out a form and you did. The last time I checked it (before right this second) it looked like the IP belonged to a residential ISP and I let you know very politely that we could not transfer that IP because according to WHOIS it looked like it was from a residential connection.

Now, at that point, it could have went one of two ways.

1. You could have replied to the ticket stating that it was a simple misunderstanding, offer some proof, and ask us to look over your request again.

^ The correct way to handle things

2. You could have flipped out, made a thread on the forum, and spammed your ticked constantly all day saying how our customer service is sorely lacking and how we are wrong yada yada yada and how you demand immediate service.

^ How you handled things

Now, let me shed some light on some things for you.

Like all the other unpaid volunteers who handle support tickets and server requests, I have a job. I work 40 hours a week and am also married. In fact, right now I am at work and am taking the time to talk to you.

As I have said NUMEROUS times on this forum, this doesn't make me or any of the community support staff saints. It doesn'r even mean you should thank us. What it absolutely does demand though is a little understanding. We can't provide you immediate support, and a lot of times support tickets and server requests sit there for days on end. This doesn't mean we forgot about them, this just means we don't have the resources to spend our already fleeting free time attending to them right when they come in.

Furthermore, your particular request requires unique database access. I don't have that at work, only at home. What I typically do is if I see an IP change ticket that checks out, I'll let the person know it should be processed in less than 24 hours and then I email myself that ticket number. When I get home and I have a chance, I then process that ticket and update it letting the customer know it's been done.

Again, I'm not looking for any praise or anything of that nature, ever. I signed up for this and I enjoy helping people. All I am asking is that you and everyone else realize that this game is so popular it is physically impossible for us to keep up at this time. This is a free product and as such you cannot demand a level of support that only comes when you shelled out money for something.

Edited September 19, 2012 by urbanfox

[venthos 605]

√ "But I pay money for my server"

√ Insanely high response time expectations for a free mod run by volunteers

√ Lashing out when he realizes making irrational demands only works for him in big box retail stores

...and people criticize me for calling a significant portion of the Server Admin community self-entitled.

I feel like I should create a "Self Entitled Admin" BINGO card so we can at least get some amusement out of these threads. Maybe I will... and I will buy DayZ standalone for whoever posts most BINGOs by DayZ standalone release (the forum poster who gets the most bingos, not the server admin who acts the worst and gives out the most bingos :P)

[SeyBee (DayZ) 0]

Here is how the situation went for me:

I asked you to fill out a form and you did. The last time I checked it (before right this second) it looked like the IP belonged to a residential ISP and I let you know very politely that we could not transfer that IP because according to WHOIS it looked like it was from a residential connection.

Show me your reply where you wrote about it? I see two your answers, and neither first nor the second has no such information. You have a grudge to me that I started this topic on the forum. If I did not start a topic I think you even did not write this message.

Now, at that point, it could have went one of two ways.

1. You could have replied to the ticket stating that it was a simple misunderstanding, offer some proof, and ask us to look over your request again.

^ The correct way to handle things

2. You could have flipped out, made a thread on the forum, and spammed your ticked constantly all day saying how our customer service is sorely lacking and how we are wrong yada yada yada and how you demand immediate service.

^ How you handled things

I had to fill out the form according to the form which you sent to me. I did it and then what? From the begining you assumed that I host servers from my home or business place, because that showed you WHOIS tool.

You do not even asked me for any proof of that. Neither the first time nor the second. You could immediately wrote that I should filled out a form and attached any proof. However you did not. You prefer to write about that the server rules do not accept hosting from the house, etc... I sent you evidence that you're wrong.

Believe me that when I saw your reply in the ticket and here in forum my blood pressure jumped over the roof.

Now, let me shed some light on some things for you.

Like all the other unpaid volunteers who handle support tickets and server requests, I have a job. I work 40 hours a week and am also married. In fact, right now I am at work and am taking the time to talk to you.

As I have said NUMEROUS times on this forum, this doesn't make me or any of the community support staff saints. It doesn'r even mean you should thank us. What it absolutely does demand though is a little understanding. We can't provide you immediate support, and a lot of times support tickets and server requests sit there for days on end. This doesn't mean we forgot about them, this just means we don't have the resources to spend our already fleeting free time attending to them right when they come in.

Furthermore, your particular request requires unique database access. I don't have that at work, only at home. What I typically do is if I see an IP change ticket that checks out, I'll let the person know it should be processed in less than 24 hours and then I email myself that ticket number. When I get home and I have a chance, I then process that ticket and update it letting the customer know it's been done.

Again, I'm not looking for any praise or anything of that nature, ever. I signed up for this and I enjoy helping people. All I am asking is that you and everyone else realize that this game is so popular it is physically impossible for us to keep up at this time. This is a free product and as such you cannot demand a level of support that only comes when you shelled out money for something.

I understand everything what you have written. I understand that you have job and private life. I understand that what you do in your free time you are doing it with passion and no one pays you for that.

Try to understand that I host Dayz servers for the Polish community for free. Nobody pay me for that so I havent any profits. I do it just as you do you support work. I spend a lot of time to get all of the servers worked well.

Edited September 19, 2012 by SeyBee

[urbanfox 116]

Show me your reply where you wrote about it? I see two your answers, and neither first nor the second has no such information. You have a grudge to me that I started this topic on the forum. If I did not start a topic I think you even did not write this message.

I had to fill out the form according to the form which you sent to me. I did it and then what? From the begining you assumed that I host servers from my home or business place, because that showed you WHOIS tool.

You do not even asked me for any proof of that. Neither the first time nor the second. You could immediately wrote that I should filled out a form and attached any proof. However you did not. You prefer to write about that the server rules do not accept hosting from the house, etc... I sent you evidence that you're wrong.

Believe me that when I saw your reply in the ticket and here in forum my blood pressure jumped over the roof.

I understand everything what you have written. I understand that you have job and private life. I understand that what you do in your free time you are doing it with passion and no one pays you for that.

Try to understand that I host Dayz servers for the Polish community for free. Nobody pay me for that so I havent any profits. I do it just as you do you support work. I spend a lot of time to get all of the servers worked well.

I think, especially after this post, you've got to be one of the biggest, self-entitled assholes on this forum, but don't worry, I won't/don't hold a grudge. If I did, I wouldn't be replying here. Why would I stick my neck out? Why would I be here trying to explain the situation and correct it? If I had a grudge against you, I would have made your ticket disappear and never would have touched your request.

If I held grudges, I would have quit this a long time ago. People like you, I can't take it personally. It's just how you are.

Edited September 19, 2012 by urbanfox

[SeyBee (DayZ) 0]

I do not want to argue with you because that is not my goal. I do not know English well enough to be able to write freely. For sure I am doing a lot of mistakes and a lot of things you have to guess. Probably, some things you understood differently than I wanted. If I offended you by my posts - I'm sorry

I ask you for respond to my request and made the appropriate decision. I think I have given you enough evidence to prove that the server is in a data center. I wrote how I saw this whole situation. This is my point of view. Thats all.

Edited September 19, 2012 by SeyBee