Interview: EME COO Patrick Wyatt on Bringing TERA to the West

Fatwa Profile Options #21

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ValkyrieLaw on 03/12/2012, 03:05 AM - view
Malamasala on 03/10/2012, 02:47 PM


Only if you ask the right questions. They are one of the 3 worst companies I've ever had to use the support for when it comes to my questions.


Stop asking such stupid questions, I'd say.

This is the only gaming company I've ever beta'd for that answers every single ticket the same day with real responses that haven't been automated. I've had 20-25 back-and-forth e-mail conversations with GMs for this company, and they've gone out of their way to make sure people were able to play the beta when the beta keys were being screwed up.

This is, so far, the best gaming company customer support I've ever seen...and I've been playing MMO's pretty much steadily for 12+ years.

I'm inclined to think you're out of your mind.


I was once asked if there was anything else I needed after resolving my primary issue. I responded with the following:


15 feet of rope
A tub of Twizzlers (red)
A tub of Twizzlers (black)
A gallon of distilled water
Tweezers
Slighly used, but clean, gym socks.


I received all of the above in the response, because Taki is awesome and knows how to make the day of a random individual over the internet. Here's to you, GM Taki, for being that awesome guy who knows how to make the day of a random individual over the internet. /toast
Taugrim Profile Options #22

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Sakia on 03/12/2012, 02:58 AM - view
Great interview! Although I am a lurker and know already quite a bit about EME's work for TERA, your interview did provide some extra nuggets of great information I did not know. There is also just how in-depth his knowledge about the systems that are being used and developed to support this game. As someone going into the IT field, specifically analysis and security, I find these questions very interesting and revealing of how incredibly complex designing, translating, and supporting a game is. Mister Wyatt seems to be well versed in the SDLC!

I'm more impressed you were able to take almost 20 minutes of Wyatt's and prove that EME is serious about their craft. Bravo!


Glad that the interview provided some new info for you.

The proof is in the pudding. As most of the other posters have commented in this thread, the responsiveness of customer service has been excellent so far, and that is contrary to the experience gamers typically have when submitting tickets.
Sakia Profile Options #23

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That is definitely for certain. I have had to contact support only once and it was a great experience, unlike others that I have received before. The expectation is set, which is something they will have to live up to, but I know they will be able to manage it.

70 staff members though... They will definitely end up needing to recruit many more fine people in the coming months if they want to keep their level of service/satisfaction very high!
Masterco Profile Options #24

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I watched this the other day, great interview!
JenXIV Profile Options #25

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Wait, there are bind on pickup items?
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msoltyspl on 03/12/2012, 04:07 AM - view
My point is - private shops - behind the scenes, or from the material that didn't make it into the final clip - did they mention plans for actual removal of them ?


During the interview Patrick said they are removing Private Shops for the west. While EME is handling the publishing in NA, I assume Patrick meant that Private Shops will be removed for both NA and EU.

Producer Chris Hager made the same point about Private Shops being removed during a private media session later that day.
Taugrim Profile Options #27

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JenXIV on 03/13/2012, 03:14 AM - view
Wait, there are bind on pickup items?


Patrick and Producer Chris Hager said that for the west, drops from tough mobs will drop higher-grade BoP loot instead of the BoE loot they're dropping in K-TERA / J-TERA.

The reasoning IIRC was two-fold:
1. to better reward the players for downing a tough mob
2. so players don't have to worry about or compete with farmers
msoltyspl Profile Options #28

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Taugrim on 03/13/2012, 12:15 PM - view
Producer Chris Hager made the same point about Private Shops being removed during a private media session later that day.


Thanks for confirmation.
Unhold84 Profile Options #29

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No Private Shops? OH MY GOD are they serious? What the hell >< this is a feature that clearly distinguishes Tera from other MMOs... They can't be serious!!! What is the reasoning behind that decision?????
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Great interview Taugrim. Makes me wonder if you really should just be the "PVP guy" in gamebreakerTV. Oh, by the way, even though you guys at GBTV don't like Tera too much, I really think that Tera is doing amazing thing for MMOs and it is currently not being done justice in the MMO community. I mean, look at what SwoTR has become and compare that to not just the game Tera, but it's support team. Additionally, Tera is a HUGE step towards global gaming, and I don't mean just playing an MMO globally but I mean Global gaming companies joining forces with Companies here and in Europe, working on a common game. The lack of support for Tera in the MMO community is so disappointing to me.

Anyways, I was wondering about the personal shops as well, that's weird being that the shops are basically the pet system in Tera. I hope they don't take it away...