Customer Support Team
There will always be some confusion (or possible argument) over what a bug actually is. The truth of the matter is that many players confuse bugs with other aspects of the game (that are functioning “as-intended” by the developer) and this section will be dedicated to submitting bug reports to Customer Support. Before we start though, please keep in mind that our support staff: is not the team in charge of fixing bugs. We don’t have any role in game development or design (as that is left to the developer’s discretion or other internal staff).
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, this isn’t a bug if you continually fail (as the fail rate would be 80% likely 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%).
Regardless of how a player may feel about the result, the support staff will not reverse negative results as it is part of the intended design of a luck-based feature. Compensating players for negative outcomes from luck-based items goes against the design of these features and the game. Doing so could also be viewed as unfair to any other player that may have received a negative result from a luck-based item/feature.
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 (support staff 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:
- Can you make the issue happen again following the same steps that originally caused it?
- 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?
We put many tickets through a rigorous process, 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 we possibly can get to identify the existence of a reported bug.
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 start investigating 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, 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 with the game but isolated issues that range from PC problems to 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.
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 our next issue. 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. Please also be aware that sometimes a bug may be fixed, but it may take time for the version of the game containing that fix to make it to the live servers.
Ultimately, we view bug reports as an opportunity to improve the game and 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 many cases will require the customer to also put in a little bit of effort from their end as well to help us collect the information the development team will require in order to fix an issue/bug.
If we are unable to reproduce a bug, there’d be no way to fix it without knowing more about it. So please make sure to submit all the possible information and screenshots you may have when making a report regarding a bug.