/forums/forums/show/27.page JForum - http://www.jforum.net /forums/posts/preList/5895/44273.page /forums/posts/preList/5895/44273.page GMT
Before I go too far into the 'how', I want to stress the importance of filing the ticket under the right Request type! It is very important that you select the correct request type applicable to your situation. If you are having issues with Game Manager, don’t mark it Community & Abuse. If you’ve lost your password, don’t mark it Hotel iWin. There’s a good reason for these dropdowns; if the proper dropdown for a situation is chosen then iWin agents can detect the problems much quicker. So now that you have the right type of ticket selected , on to the ticket itself...

Below are some tips to providing good information.[/b][/color]

[b]STEP 1: Describe the problem:[/b]
1. Be concise in the Summary - it is the first thing the agents see so be clear as to the issue
2. Complete all the boxes giving as much information as possible. Each Request Type brings up different boxes to check so read the screen carefully.
3. Tell the agents what the issue is, clearly and without bringing your emotions into it.
4. What is the specific point of failure in the process? Again, being as precise as possible will give the agents a better point to start from.
5. What is the exact wording of any error messages you receive?

[b] Step 2: Provide useful supplemental information. [/b]
The more information Support has, the greater the likelihood they'll be able to identify and solve your problem.
1. Send in a screen shot.
2. Provide Support with your dxdiag file - contains your hardware specifications so they can determine any compatibility issues.

[color=darkblue]You are never dealing with an automated system but real people! Yes, that first response may seem auto-generated but it’s actually the first step in a process of elimination. The initial solution offered may take you through a checklist of updates to eliminate simple tweaks and possibilities, basically the Troubleshooting guide; if you’ve followed those steps already, then let Support know.[b] Once you've tried those, if the issue still isn't resolved and you can 't do whatever you were trying to do, then decline the solution and have them try again. DO NOT open a new ticket; decline the solution on the original ticket to have Support reopen and continue! [/b]Different computers, different configurations, different solutions...Unless you advise Support the solution offered didn't work for you, how are they to know to try something else?

You can check the status of your ticket by looking under My Support in the Support portal. If you feel it's been too long without a response, then you can always ask for an update. Depending on the issue and the comlexity, it can take anything from a few hours to several days for an agent to respond with more information. If they have nothing new to say on the issue, they will NOT send out an update. Remember that while an agent is responding to your update request, that agent is not working on the issue you need help with so be patient.

[b]Just remember - ONE TICKET![/b] Multiple submissions just send you back to the beginning of the process with probably a different agent/technician and so the cycle begins again...no one likes getting the same answers over & over so why go through that? :?: :? [b]Stick to one ticket per issue![/b] Explain clearly (and politely) what your problem is; remember that the agents did not cause the problem so don't take your frustrations out on them...Keep working with Support and they will do their best to get you playing again…you just have to give them a chance; it’s a process of elimination and can take a few tries so be patient…Think about it; iWin gains nothing by making you unhappy...unhappy customers don't buy games so what would be the point?

I read somewhere in the Forums in a post from MarkusiWin that said each agent or technician has an average weekly case load of over 500 tickets; that's a lot of help being given! Support isn't a huge department but really just a small group of people doing their best to deal with the nearly 160,000 registered users...So can we give them a break? If they read these Forums or some Hotel walls (and some probably do in their time off...), imagine how they must feel? You might want to think about that the next time the urge takes you to blast the Support staff in the Forums or on your walls or in a ticket...you might be blasting that nice player from JQ you had such fun chatting to or that sweet guy who drops by your room once in a while to say hi...just saying, they are people too![/color]
[IMG]http://i659.photobucket.com/albums/uu313/DexGypmom/iWin%20Screenshots/LongBlueSingle.jpg[/IMG] [color=#401C00][size=9][b]
On the iWin web site or Game Manager, all sky blue colored text strings are links; left click once on the text to be taken to that Forum or topic or thread or web page.[/b][/size][/color]
[IMG]http://i659.photobucket.com/albums/uu313/DexGypmom/iWin%20Screenshots/LongBlueSingle.jpg[/IMG]

[b]Some useful links - [/b]

[b][url=http://support.iwin.com/]Customer Support Center[/url], Click on the 1st circle in the 2nd column - Contact Us.
[url=http://support.iwin.com/]iWin Knowledge Base[/url] on the far lefthand side of the Customer Support Center page
[url=http://support.iwin.com/ics/support/default.asp?deptID=5419&task=knowledge&questionID=577]Troubleshooting Your Computer - Basic Assistance Guide[/url]
[url=http://support.iwin.com/ics/support/default.asp?deptID=5419&task=knowledge&folderID=115]False "Positives" for Certain Anti-Viral Packages[/url]
[url=http://support.iwin.com/ics/support/default.asp?deptID=5419&task=knowledge&questionID=410]How to Take A Screen Shot[/url]
[url=http://support.iwin.com/ics/support/default.asp?deptID=5419&task=knowledge&questionID=544]How to Retrieve the DxDiag File[/url]
[url=http://support.iwin.com/ics/support/default.asp?deptID=5419&task=knowledge&questionID=1154]Using DirectX Diagnostics[/url]
[url=http://www.adobe.com/cfusion/search/index.cfm?term=test+for+flash+version&siteSection=products]Test for Correct Flash & Shockwave Versions[/url]
[url=http://www.java.com/en/download/dt_verify.jsp?plugin=true&latest=true&users_jre=1.6.0_22]Test for Correct Java Version[/url][/b]]]> /forums/posts/preList/5748/43489.page /forums/posts/preList/5748/43489.page GMT
Before I go too far into the 'how', I want to stress the importance of filing the ticket under the right Request type! It is very important that you select the correct request type applicable to your situation. If you want a refund for a game, don’t mark it community abuse. If you’re playing Family Feud online Party, don’t mark it Family Feud Facebook. There’s a good reason for these dropdowns; if the proper dropdown for a situation is chosen then iWin agents can detect the problems much quicker. So now that you have the right type of ticket selected , on to the ticket itself...

Below are some tips to providing good information (as shown in the [url=http://support.iwin.com/ics/support/default.asp?deptID=5419&task=knowledge&questionID=577]Troubleshooting assistance guide[/url]).[/b][/color]

[b]STEP 1: Describe the problem:[/b]
1. Which game title(s) are affected? Is the game purchased from iWin.com or a retail outlet? Is it a limited time trial game, a "Play Free, No Time Limits" title or an All Access game?
2. When did you install the game for the first time? When did the problem start?
3. What is your operating system (XP, Vista, Windows 7, etc.)?
4. What browser are you using (Microsoft Internet Explorer 7 or 8, Mozilla Firefox, etc.?)
5. What anti-virus software do you use (Norton, McAfee, AVG, CA, etc. Providing the version ID is often very useful for diagnosing false detection issues) ?
6. What type of internet connection do you use (Dial-up, DSL, Cable, Wireless, etc.)? Who is your internet service provider?
7. Had you downloaded the same title from another site prior to installing from us?
8. What is the specific point of failure in the installation process or game play?
9. What is the exact wording of any error messages you receive?

[b] Step 2: Provide useful supplemental information. [/b]
The more information Support has, the greater the likelihood they'll be able to identify and solve your problem.
1. Send in a screen shot.
2. Provide Support with your iWin Games Log (useful for installation problems) and your dxdiag file - contains your hardware specifications so they can determine any compatibility issues.

[color=darkblue]You are never dealing with an automated system but real people! Yes, that first response may seem auto-generated but it’s actually the first step in a process of elimination. The initial solution offered may take you through a checklist of updates to eliminate simple tweaks and possibilities, basically the Troubleshooting guide; if you’ve followed those steps already, then let Support know.[b] Once you've tried those, if the game still won't let you in or play right, then decline the solution and have them try again. DO NOT open a new ticket; decline the solution on the original ticket to have Support reopen and continue! [/b]Different computers, different configurations, different solutions...Unless you advise Support the solution offered didn't work for you, how are they to know to try something else?

[b]Just remember - ONE TICKET![/b] Multiple submissions just send you back to the beginning of the process with probably a different agent/technician and so the cycle begins again...no one likes getting the same answers over & over so why go through that? :?: :? [b]Stick to one ticket per issue![/b] Explain clearly (and politely) what your problem is; remember that the agents did not cause the problem so don't take your frustrations out on them...Keep working with Support and they will do their best to get you playing again…you just have to give them a chance; it’s a process of elimination and can take a few tries so be patient….If all else fails and they can’t get you playing, a refund may be offered but the object is to get you playing…Think about it; iWin gains nothing by making you unhappy...unhappy customers don't buy games so what would be the point?

I read somewhere in the Forums in a post from MarkusiWin that said each agent or technician has an average weekly case load of over 500 tickets; that's a lot of help being given! Support isn't a huge department but really just a small group of people doing their best to deal with the nearly 160,000 registered users...So can we give them a break? If they read these Forums (and some probably do in their time off...), imagine how they must feel? You might want to think about that the next time the urge takes you to blast the Support staff in the Forums or on your walls or in a ticket...you might be blasting that nice player from JQ you had such fun chatting to or that sweet guy who drops by your room once in a while to say hi...just saying, they are people too![/color]
[IMG]http://i659.photobucket.com/albums/uu313/DexGypmom/iWin%20Screenshots/LongBlueSingle.jpg[/IMG] [color=#401C00][size=9][b]
On the iWin web site or Game Manager, all sky blue colored text strings are links; left click once on the text to be taken to that Forum or topic or thread or web page.[/b][/size][/color]
[IMG]http://i659.photobucket.com/albums/uu313/DexGypmom/iWin%20Screenshots/LongBlueSingle.jpg[/IMG]

[b]Some useful links - [/b]

[b][url=http://support.iwin.com/]Customer Support Center[/url], Click on the 1st circle in the 2nd column - Contact Us.
[url=http://support.iwin.com/]iWin Knowledge Base[/url] on the far lefthand side of the Customer Support Center page
[url=http://support.iwin.com/ics/support/default.asp?deptID=5419&task=knowledge&questionID=577]Troubleshooting Your Computer - Basic Assistance Guide[/url]
[url=http://support.iwin.com/ics/support/default.asp?deptID=5419&task=knowledge&folderID=115]False "Positives" for Certain Anti-Viral Packages[/url]
[url=http://support.iwin.com/ics/support/default.asp?deptID=5419&task=knowledge&questionID=410]How to Take A Screen Shot[/url]
[url=http://support.iwin.com/ics/support/default.asp?deptID=5419&task=knowledge&questionID=959]How to Retrieve the iWinGames.log File[/url]
[url=http://support.iwin.com/ics/support/default.asp?deptID=5419&task=knowledge&questionID=1154]Using DirectX Diagnostics[/url]
[url=http://www.adobe.com/cfusion/search/index.cfm?term=test+for+flash+version&siteSection=products]Test for Correct Flash & Shockwave Versions[/url]
[url=http://www.java.com/en/download/dt_verify.jsp?plugin=true&latest=true&users_jre=1.6.0_22]Test for Correct Java Version[/url][/b]]]> /forums/posts/preList/5741/43415.page /forums/posts/preList/5741/43415.page GMT /forums/posts/preList/5340/41188.page /forums/posts/preList/5340/41188.page GMT
Seriously though, on the Jewel Quest Online Party connection issue alone, we have had to redirect & lock well over 30 topics, even though we have provided a link to the existing topic where updates are posted and also directed users to check Breaking News under the Support portal for the latest news...A simple search of the Forums, nothing fancy, just typing in Jewel Quest Online, would bring up any of these topics which, if read, would take you to the appropriate topic where answers are waiting...but new topics keep popping up as fast as we can get to them...There are several posts asking what is happening directly below the posts which give information! What is the point of sharing information if users won't read it???!

We've even started marking the titles of topics that have been redirected as LOCKED to make it easier to navigate the Forums...If the topic says LOCKED when it comes up in a Search, it can still be read but it's not the active topic; a link to the active topic is usually given in a LOCKED topic to make it easier for users to get to the right one...We can't think of what else to do to get everyone to post to one topic per game or issue...and this proliferation of topics which are duplicates of existing topics is making the Forums harder and harder to get around....which means that those who will not Search because it's too "complicated" are making the problem worse...Do you see the problem?

We know, it's hot and sticky and patience can be a little short and all you want to do is play your favourite game...but if users won't read the posts, then what more are we supposed to do? iWin is posting updates but some users aren't reading them and then complaining that there is no information given...It's a crazy mess!

So your moderating team is asking all users to PLEASE, PLEASE, use the Search function to look for existing topics, READ the posts, follow the links and give your moderating team a break....pretty please?

From your very tired and frustrated moderating team :cry: :cry: :( [/b][/color]]]> /forums/posts/preList/4365/35266.page /forums/posts/preList/4365/35266.page GMT
[b]Internet Etiquette Tips for a Safe and Fun Online Experience Aug 6, 2007 Jace Shoemaker-Galloway[/b]

Proper manners are as important online as they are offline. Follow these 10 simple Netiquette guidelines for a fun and safe online experience!

Netiquette is a term derived from the words "Internet Etiquette” or “Network Etiquette" which describes the use of proper manners and behavior online. Internet Etiquette should be used in all areas of electronic means including email, chatting, blogging, forums, message boards, and so on.

It is important to treat others with dignity and respect both on and offline. Although the rules may vary depending on the specific forum used, the following Top 10 Netiquette guidelines will offer some basic Internet tips and suggestions to provide a pleasant and safe online experience.

1. Use Computer Courtesy

Whether a person is sending an email, chatting in a chat room or speaking in a forum, it is important to be courteous and respectful of others online. Always remember the Golden Rule!

2. Use Emoticons -
[color=#461B7E][b]MOD NOTE: don't just post emoticons or smileys...say something![/b][/color]

When communicating online, it can be difficult to gauge a writer's emotion. Unless a web camera or microphone is used, the writer's expression or emotion is difficult to determine. By using emoticons, the writer's proper emotion will be conveyed to the reader.

3. Be Brief Online -
[color=#461B7E][b]MOD NOTE: don't use so many abbreviations that us old folks can't figure out what you're saying![/b][/color]

It is important to keep messages short, especially when writing an email or typing in a chat room. By using common chat abbreviations or acronyms, not only will the reader appreciate the brevity of the message, it will save the author valuable time typing the message. Remember, keep it short and be brief!

4. DON’T SHOUT

No matter what forum, writing in all capital letters is considered SHOUTING and is considered very rude. A word or two in caps is fine, but shouting is not recommended.

5. Pay Attention to Language Issues -
[color=#461B7E][b]MOD NOTE: If in doubt about an expression or a word, don't use it![/b][/color]

Improper, inappropriate or bad language may get a participant kicked out or permanently banned from a forum or group. It is also important to remember people from other countries may be participating in the conversation and language barriers may be an issue.

6. Think Before Posting

It is important to note, what is posted online today, may come back and haunt the writer tomorrow. That silly or fun photograph posted on a social networking site, may keep that person from getting a job later on. Many colleges and employers are now searching social networking sites prior to hiring.

7. Keep Personal Information Private

Posting private and personal information in the wrong location can have serious consequences. Identity theft is a rapidly growing concern. Divulging too much information could give predators and those with bad intentions valuable information. Be careful where personal information is posted. If private information is posted in a group setting, read the guidelines prior to posting. Children should not post private information online

8. Obey Copyright Laws

Obey copyright laws. Don’t steal!

9. Help Internet Newbies

Be patient and helpful with others. Remember, everyone was a newbie once.

10. Be Aware of Cyberbullying

Cyberbullying is increasing rapidly. Parents should talk honestly and openly to children about the issues of electronic bullying. Studies suggest most children do NOT tell a trusted adult if they are a victim of electronic bullying. If targeted by a cyberbully, do not respond. Keep all ORIGINAL correspondence, with dates and times if possible. If the messages are of a threatening nature or safety is a concern, contact local law enforcement as soon as possible.

By following these simple and straightforward Netiquette guidelines, the online experience will be enjoyable and safe for all!

Read more at Suite101: Top 10 Netiquette Guidelines: Internet Etiquette Tips for a Safe and Fun Online Experience http://internet.suite101.com/article.cfm/netiquette_guidelines#ixzz0lZwIf4XG

[color=#461B7E][b]So have fun in the Forums but please mind your Ps & Qs (really have to look up what that means...lol) and watch your manners! Your fellow users WILL appreciate it! Dee, volunteer moderator [/b][/color]

[color=#461B7E]Users accessing urls to offsite websites do so at their own risk. iWin is not responsible for viruses, malware, computer malfunctions or any other problems which occur as a result of such access. Access to such sites should be through your browser and not the Game Manager.[/color]]]> /forums/posts/preList/3563/30300.page /forums/posts/preList/3563/30300.page GMT The website [i]www.virustotal.com [/i]report five other programs that say the same thing.
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