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Legit question for the Reds

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Fishous

Senior Member

06-22-2012

Montag, how do you deal with the sudden influx of master computer science experts that solve your issues so easily from their wikipedia sources?


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Montag

Player Experience Manager

06-22-2012

Quote:
ArcaneVision:
You cant promise something like that. Problems happen, its not like they went out trying to ruin the servers. I would instead ask that they just be more transparent with whats going on. Not this, seeking the issue. Still looking for issue. And instead tell us a little bit more whats actually happening.


We have to strike a balance between transparency and information overload. It's not really relevant to say, "Our network ops guys ran a script that pinged our login servers here and our game servers here and noticed that when it reached X CCU it started to return error 783913, so we're going to talk to the person owns the code that's running on that server that blah blah etc." If you've ever worked in IT, you know the process: test, change something, test, change something, until you zero in on what the root cause of the problem is. It's not an interesting process for most people, which is why we summarize it as, "Looking into the issue."

Our goal with these updates is that you should feel like you understand roughly what's going on and how to plan your day around it. You're basically our boss; we report relevant stuff to you on a regular basis, but giving you a play by play of absolutely everything is overload. You ultimately care about results, so that's what we try to focus on.


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Montag

Player Experience Manager

06-22-2012

Quote:
Fishous:
Montag, how do you deal with the sudden influx of master computer science experts that solve your issues so easily from their wikipedia sources?


Tell them I've already turned it off and back on again. ;-)


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gland

Senior Member

06-22-2012

montag play with me!


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mi ramfan

Senior Member

06-22-2012

That trick always works.


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Bareback Twinks

Member

06-22-2012

people need to understand that its not easy as they think of just rerolling a server and *fixing it from there*


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TheDancingDead

Senior Member

06-22-2012

Quote:
RiotMontag:
Tell them I've already turned it off and back on again. ;-)


This is of course after you checked to make sure it was plugged in, right?

Teehee.


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TheKMAP

Senior Member

06-22-2012

Quote:
RiotMontag:
We have to strike a balance between transparency and information overload. It's not really relevant to say, "Our network ops guys ran a script that pinged our login servers here and our game servers here and noticed that when it reached X CCU it started to return error 783913, so we're going to talk to the person owns the code that's running on that server that blah blah etc." If you've ever worked in IT, you know the process: test, change something, test, change something, until you zero in on what the root cause of the problem is. It's not an interesting process for most people, which is why we summarize it as, "Looking into the issue."

Our goal with these updates is that you should feel like you understand roughly what's going on and how to plan your day around it. You're basically our boss; we report relevant stuff to you on a regular basis, but giving you a play by play of absolutely everything is overload. You ultimately care about results, so that's what we try to focus on.


Nah I actually am interested in minute details like that. You guys have "community people" so you can give us more info without making the process slower by making engineers come on and tell us what they're doing. Let us decide what is overload.


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Urbaknight

Senior Member

06-22-2012

While we have a red here, what do you think of poor support ticket responses such as these:
http://na.leagueoflegends.com/board/showthread.php?p=25929767


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Thormir

Senior Member

06-22-2012

Quote:
RiotMontag:
We have to strike a balance between transparency and information overload. It's not really relevant to say, "Our network ops guys ran a script that pinged our login servers here and our game servers here and noticed that when it reached X CCU it started to return error 783913, so we're going to talk to the person owns the code that's running on that server that blah blah etc." If you've ever worked in IT, you know the process: test, change something, test, change something, until you zero in on what the root cause of the problem is. It's not an interesting process for most people, which is why we summarize it as, "Looking into the issue."

Our goal with these updates is that you should feel like you understand roughly what's going on and how to plan your day around it. You're basically our boss; we report relevant stuff to you on a regular basis, but giving you a play by play of absolutely everything is overload. You ultimately care about results, so that's what we try to focus on.


all we wanted was some real info and Capt sturm did that. Honestly if someone said something these past few days other than the generic responses we were getting I bet there would be a lot less rage on the forums