[Mod Request] Voidaic Arcania

So, uh, second time asking for this, because last time the guy didn't read. This is a mod, not a modpack.

The mod is called Voidaic Arcania, it's my own mod, made from scratch using Eclipse. Baubles is a dependency, so you will have to install that, else it crashes.

Mod link: https://minecraft.curseforge.com/projects/voidaic-arcania

Voidaic Arcania, the magic of the void, and the magic of the unknown. This mod introduces the world below the bedrock, creatures and magic ebbing into our world from their own. It's a dangerous and unknown place down there, full of creatures and life that defy our world's laws. Spells, altars, infusion of items, and creation... all at your fingertips.

Yes, I copied and pasted my own description. That's its official description. Written by me. Edited by ModMCdl.

Yep. I'm almost tired of waiting, and just saying "screw this". I liked Aternos. I did. And I appreciate the fact that their servers are free. But I also see where all the money didn't go, and that's to customer service, and employee training/supervision.

And that's only semi-related to this. The original post is what sparked this whole thing. Roman, this guy, couldn't take 5 seconds to check if what I submitted was indeed a mod, and made the assumption it was a modpack, then closed the topic. So I went to his Twitter DMs, and waited over a day now for a response, got nothing. So I went to the official Aternos Twitter account and DMed again, as I didn't want to cause a commotion. Waited 10 hours. Nothing. So I went back here, and found out how to message him through the forum privately, and have been waiting for 8 hours. He was active within that time, 2 hours after. Didn't bother reading the message, and I got nothing.

Now I sit here, writing out this annoyed rant at the poor customer service, and poor quality of work this one employee puts in, Aternos has, all because this one guy assumed that when I said "mod" I meant "modpack". Didn't check to see what category the "modpack" was in on CurseForge, hint, it's in the Mods section, because I meant what I said. It was a mod, not a modpack. As of writing this, it's been roughly 20 minutes since contacting support through the website, with no response yet. Hopefully they won't have the same track record as whoever runs the Twitter account, or Roman x.x

If this is what Aternos' support is like, I feel bad for people with far, far more urgent problems than this.

To be honest, I don't even care if this post gets closed. At this point, I'm nearly 110% done with this bad of a job. I don't care that this isn't where it belongs, I don't care if I might be breaking some rules by providing criticism of how Aternos is being represented. They brought it upon themselves.

Quote from thienbao860

What on earth are you talking about? You can't even wait for 2-3 days. You can't request a plugin in his DM, that's not working

That's not how I did it. I messaged him to ask what he meant by "No server pack available" on a mod request, and he closed it before I could even respond there.

And it's the fact he's been active since I messaged him, same with all of support, and haven't gotten a single response. So right now, I'm pretty dissatisfied with Aternos in its inability to get back to customers.

He was also active 21 minutes ago, my message was sent 18 hours ago, and still nothing. I've waited and waited, and now I'm done with waiting. I'm at that point where I'm fed up with Aternos. Don't like it? Guess who's fault that is. Can't get back to customers within half a day on the website's support, a day on the company's support on Twitter, and even who is supposed to be the Head Engineer can't get back to someone in 2 days on Twitter, or 3/4ths of a day on the website.

Actually, you know what? I'm done with dealing with this kind of shit. I'd rather have Pizza Hut's customer service over yours, right now, because at least they respond within 12 hours.

Quote from thienbao860

Inazuma261, When he put the message: "No server pack available", it means there are no mod in that project, you can't even installed it either. Get it?

https://minecraft.curseforge.c…aic-arcania/files/2626625

I clearly see a downloadable jar file.

I also clearly see almost 4,000 total downloads. Maybe if he actually spent 5 seconds to do his job right, instead of glance at the page, none of this would be a problem. It's CurseForge. The downloads are always hosted on the side. There is no need for a link in the description to download it. That's redundant.

Quote from thienbao860

Why don't you ask Roman what is the problen about no server pack available, instead of being angry, how will that help you?

By the way, Aternos cannot read all of the message every day though, they are busy a lot more than you

I tried. It's been 2 days since I first tried, and got nothing from him. It's been 19 hours since I messaged him privately as well, and he's clearly been available since then, multiple times.

I also tried contacting support, still nothing from them. It's been 13 hours there, despite saying it'd only take "a couple hours". You're literally the first person I've been able to talk to in 2 days about this.

Quote from thienbao860

Hm.. kinda waiting forever right there

It's hard to 'make them" see your message always, even some of the people

In my opinion, half a day is too long to leave a customer waiting for a response when it comes to trying to figure out why they did something. This is the internet, after all. You don't have to send a letter through the mail anymore to respond to a customer who, for the first 2 days, tried being amiable, and figure things out in a calm and collected manner. But you know what? That didn't work. What did manage to work? Being upset. That is not good business.

I gave him the first 24 hours because I thought maybe he was asleep. I then gave him another 12 hours because I thought maybe he just didn't check anything. I then went to contact support, and got nothing, and it's been almost another 24 hours there. At this point, I refuse to believe that 4 people, within at least 24 hours, couldn't get back to me at all.

Quote from Matthias

Okay. I'll reply here now after I've tried to figure out on how many channels you have spammed us in the last days and which I should respond to. (I'll close/delete all the other requests)

First of all: Roman probably made a small mistake by rejecting your request with that reason, but who cares, we all make mistakes sometimes.

BUT: We have weekends as well and sometimes we get so many messages that it's hard to respond to all of them as fast as you might wish. On top of that, this is a free service, you haven't paid for anything and can't demand anything from us. We are just humans and when somebody spams us like you did with huge walls of texts with literally useless complaints, we are very likely to just ignore it and come back to it later (after the weekend).

After this, we don't see any reason why we should add your mod after you've behaved like this and cost us plenty of nerves. Try to think about what behavior is appropriate for demanding anything from a free service and maybe come back in a few weeks and try again.

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I've already stated that I don't want you to add my mod anymore, anyways.

I also didn't spam. I sent 2 on Twitter, and 2 in the support area of the site, one being for the first one not showing up when it logged me in.

And if you have weekends off, then have someone with a weekend shift to cover support. Otherwise you're going to have people, like myself, who are going to nitpick your business practices, because I don't take shit from companies. If a company delivers poor service in an area, I'm going to talk about it, nitpick it, and overall get irritated with them. Companies rely on consumers, and therefore, should listen to consumers.

Of course, people do make mistakes, but that doesn't excuse the fact that I ended up going ignored by him, when he was online. If he made a mistake, especially one that ends up pissing off a customer, and getting the company a bad rep with that one, who will go on to share said experience with other potential consumers, and current consumers, he should be reprimanded in some form.

Even though I don't run a business, I at least understand that, if someone made a decision that causes a stir like this, and a choice by the business to not have people working support on the weekends fueled it, I'd be making hasty adjustments to that.

Quote from Matthias

3 Twitter DMs, 1 Tweet, 2 Help Center Conversations, 2 Forum Threads, Private DMs on Forums. Some of them with lots of text. Imagine every user doing this instead of having a little bit of patience. It is spam.

You seem to misunderstand something: You are not a customer, you are a user of a free service. You don't pay for a pizza here. Therefore you can't expect the same level of support that you receive for a paid service.

You also seem to think that we are some kind of huge company easily hiring people here and there. We don't. We are a small company with only 2 actual employees (running Aternos itself already requires lots of work) and some voluntary team members helping out whenever they can. We can't just "add a weekend shift". This doesn't mean that we never respond on weekends, but we can't guarantee anything.

More than 99% of our users do understand that and are happy with a support response after a few days, because they receive personal help for free. You seem to be in the 1% of people thinking they can demand anything.

Just to explain another detail to you that you don't seem to get: When we go online somewhere, it doesn't mean we have the time to read everything and respond to it at the same time.

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I'd say 3 days is plenty of patience. Look, I like your product. I really do. It's done pretty well. But there are areas that, at least from my perspective, are lacking. Support is one of those. CurseForge does all their stuff for free, likely makes less money than you, but their support team is swift, and also voluntary.

I tried to resolve the misunderstanding 1-on-1, without getting support involved. When that didn't work, I decided to get support involved. When support stayed quiet, after my patience was already spread thin, for almost a day at that point, I took to making public complaints. That is what worked. That is what got your attention to finally acknowledge I had a problem. If you didn't want that, then you should have the proper measures to deal with it.

Also, utilizing your service makes me a consumer. Any business major would tell you that. Voidaic Arcania, with a team of 8 volunteers, still swiftly gets around to assisting people using the mod, even though all of us are busy people. None of us get paid for it, we do it because it's the job we signed up for. Sure, we're smaller in our reach than you, but still, we generally try and check things, and solve issues, every day. If something goes unresolved for over a day, I go and talk to the others, after talking with the person who posted the issue.

For the record, I have school, my job, moderating Bewitchment (with their 2000 people), and focusing on working on my own mod while making sure everyone is satisfied, with still plenty of time to argue this. I'm one person. You have at least 2 actual employees, so that either says something about work ethic, or they just don't deal with this mess.

Quote from Matthias

3 days including weekends. Less than 2 days (including weekends) since you've contacted our (shared) support, not just a single person. I think that's a pretty fair response time. We had a small outage yesterday and a bigger one today that caused way more messages to respond to than usual (and more important things to do as well).

That's not true. I already told you that we had a busy weekend and just took some time for us to get back to you. I've just read all your messages today and decided to answer here, because I think it's better to discuss something in public than private.

You are a consumer, but not a customer. Also you can't compare us to CurseForge, a website owned by Twitch, which is owned by Amazon. Literally the opposite of a small company like we are. You also can't compare your small mod with us. We get tons of messages every day and try to keep up with them, but it just takes some time especially on weekends.

I'd like to point out when CurseForge was independently owned, they were still pretty damn good at support. And you only just told me you had a busy weekend in this message. Granted, now that I know that there was a problem that occurred beyond your control, I do feel a bit bad.

Perhaps an automated system may be needed to inform people when another outage like this happens?

Quote from Matthias

We try to inform our users on Twitter when there is a major outage like today. And also besides that outage I think 2 days to get a response from a free service are totally acceptable especially over weekends. There might be services that offer better support, but I'm sure that there are also lots of services that offer much worse support even for paying customers.

That's fair, I suppose. The worse service to paying customers bit. Personally, I think a day is the most a person should have to wait for support, unless it's stated that weekends are days you're not likely to get help. Small amounts of communication do go a long way.

Anyways, I apologize for starting a whole issue. I'd been unaware that there was an outage, and that weekends were often not monitored. I saw nothing on Twitter about the outage, still don't, but maybe this time was just the exception.