Customer Support Team
There will always be some confusion over what a bug actually is. It's extremely common for players to confuse bugs with other aspects of the game (that are functioning “as-intended” by the developer) and this section will be dedicated to the bug-reporting process. It's important to note that while the customer support team does not directly fix issues, we do collect the necessary information to send up to the development team. We hope that this article will help our players understand bug-reporting and what our service can do.
A bug would be classified as something that works against intended design. As an example, if you use a Stamina Drink and it doesn’t fill your stamina the appropriate amount, that would be a bug because the intended action should be to fill your stamina bar appropriately, based on which Stamina Drink you consumed.
As a further example, let’s cover luck-based features like Enchanting.
Enchanting a club has a chance of succeeding and a chance of failing. If you have a 20% success rate and continually fail past 5 attempts, this isn’t a bug as the fail rate would be 80% per attempt. Luck-based features are designed to have an element of uncertainty and players are never guaranteed a complete success (unless the success rates were listed as 100%). This may lead to players frequently encountering negative outcomes due to luck-based results. Unfortunately our team does not reverse these outcomes for any reason other than a verified bug.
However, we understand that this does not change some of the frustration a customer may have. If you feel strongly that a design should change, please post your feedback regarding it on the forums:
Please note that any decisions regarding design changes are left to the development team (the support staff and community teams have no control over these developer decisions).
Identifying a Bug
It can be difficult to properly identify a bug. The game is continually growing, with new patches and content being released, and as such bugs will be a normal part of Winning Putt’s development.
In an effort to help end-users understand what identifies a bug, here are some questions to keep in mind:
- Can you make the issue happen again following the same steps that originally caused the bug?
- Is this a trending issue (being reported by multiple users)?
- Did a patch or major change just happen to the game/servers?
- Is your PC meeting the minimum requirements for the game?
- Is your network connection stable?
- Can this issue be verified by our logs?
- Do you have any documentation/screenshots that you can provide us to investigate this bug?
We put many tickets through a rigorous analysis because we receive many false-positive reports. Our support staff normally doesn’t have enough time to look into every single report with great detail because of this. As such, we request end-users provide as much information as possible before we can dive deeper into an investigation.
While we generally believe our end-users when they report bugs and give them the benefit of the doubt, we also have to base our investigations on what we can track and verify. This is to ensure no excess time is wasted in development as the development teams have many issues and features to work on. So if you have a bug to report, please make sure you provide us with enough evidence and documentation. Otherwise we may not have enough information to look into the problem internally or with the developer.
At times, we are able to check the issues being reported on our end based on what the actual problem is. We read logs, study system specs, use logs, and take a look at various Speedtests that players send in. In general (about 95% of the time) the issues being reported are not bugs and can usually be attributed to hardware or a misunderstanding of how the game works.
Please keep in mind that, if it’s a widespread issue, we are usually aware of it by the time most tickets are submitted by end-users. In these events, documentation requirements are more lax as we have already verified the issue exists with the game/server. We will notify you when we are aware of an issue already.
It’s a bug! Now what?
Once we’ve verified that a reported bug is valid, we send it up to our QA and development teams for investigation. If it’s an existing bug, we add it to our current case and possibly get the issue promoted to a higher priority.
There are many things our support staff won’t be able to assist with, but generally it will be based on the type of issue/request from a customer. For example, we can’t change a ranked bug giving you a loss on your record. We can, however, give you points back and possibly grant you any items that were lost due to the bug.
If there’s nothing else our support staff can do for you and there’s no more information to collect, we will close the ticket and move onto the next customer. From this point, the problem has been sent to the development/QA team to investigate further and solve. This process has varying timeframes and our support staff cannot estimate how long it will take for a bug to be fixed. Sometimes a bug is fixed within days and other times it can take months. This range of time also depends on the level of detailed information we can gather from customers and the quality of this collected information.
Ultimately, we view bug reports as an opportunity to improve the game. Our customers play an important role in helping us refine the game to the way the community would like it. We will put in the effort to do what we can but in some cases we may rely on documentation provided by the community to fix an issue as we cannot always reproduce issues that customers experience (though we certainly try!).
If we are unable to reproduce a bug, we will unfortunately have to wait until we are able to collect more information about it. So we do appreciate your patience with this bug-reporting process!