Players want to feel heard. It is a basic need for gamers to feel heard and to feel that the developers or devs care about their experience when they are playing.
Part of being heard is going to come from how we as players are responded to. However, if you truly want to be heard, you must first understand how and when to communicate your needs.
The recent addition of Player Connect has given the community a unique opportunity to be heard in ways they have not experienced in the past. However, even if you are not in Player Connect, your voice still matters.
If you want to learn how to communicate effectively with Mobile Strike devs, in and out of Player Connect, keep reading.
Fact or Myth?
There are a few basic facts and myths that I want to address before I dive in. These are important things to keep in mind as you consider your communication through support or Player Connect.
Myth: Mobile Strike Devs Do Not Care About Players
If Mobile Strike Devs did not care about players there would be no Player Connect. Player Connect is proof that devs not only care but want to hear what the players have to say.
From here it is up to you to communicate and express what we need as players.
Myth: Sending a Ticket Is Pointless
I have heard this from many players. “Sending a ticket is pointless, it’s just an automated system. They do not know what they are talking about. They are not helpful.”
When you get a response to your ticket telling you to restart your game and all the same steps for lag, that you have already done, it can be easy to feel this way. However, if as a community we cease to send tickets to support, then devs do not know that something is wrong.
If one or two people send a ticket that can easily be brushed off as device issues. However, if they are getting tickets from multiple people then the game changes. It is less likely to be an individual, or device issue if the whole game is experiencing it.
Fact: How You Communicate with Mobile Strike Devs Matters
“You’re a bleeping **** **** ********.” I do not even know what I said there but I am offended by all the stars.
Communication and how you communicate is important. If you come off as attacking and curse out the devs, they will respond just as anyone would. I know if you curse me out, I’m less likely to really hear you.
It is okay to get upset and frustrated. However, constructively use that anger. Anger is a healthy emotion. It is all about channeling it to drive change, and not channeling it into abusive language that in the end is not helpful.
Fact: Your Voice Matters
I know you probably do not hear it enough, so I am here to let you know, your voice matters. Even if you do not see the changes you want, it does not mean your voice does not matter. It simply means that for some reason, it is not possible to make that change or it’s just not possible yet.
Remember that there are many people in this community. Ultimately, Mobile Strike devs need to make decisions that will be of benefit to the whole community and not just one person.
Communicating Effectively With Devs
If how you communicate matters, what is the best course of action when it comes to communication? Well, guess what, I have all the secrets you want to know about how to communicate effectively via support or Player Connect.
There are a few key things you need to remember. The first being, do not abuse the poor customer service peeps in mail or the awesome mods in discord. They’re doing their job.
Instead, help them help you.
Do NOT Do This
There are a few things that you should not do when communicating issues with devs:
- Do not toss a screenshot in a mail or player connect and say “look at all the glitches.” This is not helpful. We will get into the details you should include in a bit.
- Do not stomp your feet about how much an event sucks or prizes suck without actually providing helpful information about why you feel that way. We will talk in a bit more detail about this as well.
- Do not threaten strikes, refunds, or other things. It’s not helpful and just makes you look bad.
- Remember DO NOT curse out or attack support, or even other players if you are in Player connect. People are going to disagree on things. It happens, deal with it (when Cin gets real).
Details are king when you are communicating with devs. There are a few things that players do that are not helpful. However, there are ways you can communicate that are helpful.
Bugs and Glitches
When you are sending in a bug or glitch via mail or player connect, the power is in the details. Also if you are in player connect still send in a ticker. You want to be as detailed as possible and include:
- What is the bug?
- What were you doing when it happened?
- How is the game performing versus how you expect it to be performing?
- Does it happen every time or just once?
- Does restarting fix it?
- What device are you using?
- What is your network?
- Include screenshots or videos of what is happening
Giving devs as many details as possible allows them to attempt to recreate the bug. To do so, they need to know the exact steps to take. This can help them isolate the problem, so they can get it fixed.
Sales Pack Issues
From time to time players have sales pack issues and get very upset. This is understandable, we are talking about money. However, providing details and remaining calm when talking to devs will help them help you faster.
- Screenshot your purchase with a timestamp
- Include the name of the missing item
- Include what pack it was (thank you pack, limit pack, streak pack)
Once again provide as many details as possible. This can include a summary of the item and why it is important as well. Remember these guys are dealing with multiple games and hundreds of players. I recommend always taking screenshots of packs before you buy them. You can then use this to reference.
Giving General Feedback
Feedback is important. However, helpfully giving feedback is essential to being heard. There are some essential things you will want to include when you are giving feedback to Mobile Strike devs through email or player connect.
- The feedback topic
- Who does it impact?
- Is this preventing you or others from progressing?
- When did that feature come out and how long has it been?
- Does your alliance feel the same way?
- What would you like to see instead?
If you say Nexus prizes sucked, but do not explain why they sucked it is not helpful. Instead, your feedback should be structured like this:
“My alliance and I were very unhappy with the prizes at Nexus. This event requires you to not have a shield, but the prizes were for Mech levels that were released over a year ago and not current levels that players who have the capacity to be unshielded are at.
This makes it very difficult to be able to progress, and the players who would benefit from it do not play Nexus anyways since they can’t shield. It would be great if we could see Mech items from current levels in this event.”
(This example scenario is not real, event names and items have been changed to protect the innocent.)
What to Expect
Effectively giving feedback does not necessarily mean that things will be perfect. If you give feedback and expect to see changes the next day, well, you might be disappointed. However, it will help the devs to know what players want and why.
This will ultimately help the community. Remember, just because you do not see a change you requested, it does not mean devs do not care. It simply means that right now they do not believe that change is sustainable for the community. Or that they might have something planned for down the road, that we just have not yet seen.
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Ticket Writing 101
Read this guide for more information on the type of information to include in your tickets about bugs and glitches.
Stay Tuned for more great information from our MSHQ Team as the Mech Dimension continues to evolve.
In addition, be sure to join our community on the Line App for more on-the-go tips!
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