Thread: Faulty Bug Report System

I have three bug reports filed with lotro over the past few weeks with no replys. I tried to keep the first two (same subject) short and sweet. The last report was quite lengthy placed 5 days ago and still no reply. I have had people on the forums suggest calling the customer service number and the recorded message refers me back to the forums.
In the bug report form it states I will be recieving a response via email and since I get daily emails from LOTRO I know they have the correct address, so just saying they need to improve customer service.

The response emails are automated mails. They look like this:

Originally Posted by LOTRO Support

Thank you for submitting the bug titled 'OTHER: Missing Recipes'. Your bug has been sent to our Quality Assurance team to be reviewed.

We are not able to provide status updates or feedback on individual bugs, however, our QA team may contact you using the private messaging system of the LOTRO forums or by email if further information is needed about the bug.

Thank you for helping to make LOTRO better!

-The Lord of the Rings Online(tm) Team

Since they look like Spam, a lot of ISPs delete as soon as they detect them. I have not gotten one of the automatic responses in months. Comcast is probably destroying them again. Which is fine by me. The response emails are annoying. Something else I have to delete

Originally Posted by wally300

I have three bug reports filed with lotro over the past few weeks with no replys. I tried to keep the first two (same subject) short and sweet. The last report was quite lengthy placed 5 days ago and still no reply. I have had people on the forums suggest calling the customer service number and the recorded message refers me back to the forums.
In the bug report form it states I will be recieving a response via email and since I get daily emails from LOTRO I know they have the correct address, so just saying they need to improve customer service.

If you weren't logged into the forums, you won't get an email because they won't have your email to send the automated reply to. If there is no option at the bottom of your report to attach a screenshot, you are not logged in. To log yourself in, follow the directions in this post: http://forums.lotro.com/showthread.p...g-Tool-and-You

And just to be very clear, they are AUTOMATED responses. You aren't going to get a response about your particular bug and its status, just a "thank you for reporting" type of email.

Originally Posted by Ayrolen

If you weren't logged into the forums, you won't get an email because they won't have your email to send the automated reply to.

You have to log into the forum to submit a bug report. A bugs are reporting using this form:
http://forums.lotro.com/new_bug.php?
You can not use that form if you are not logged into the forums.

Originally Posted by Yula_the_Mighty

You have to log into the forum to submit a bug report. A bugs are reporting using this form:
http://forums.lotro.com/new_bug.php?
You can not use that form if you are not logged into the forums.

Yes you can. They changed that AGES ago to allow people to report bugs without being logged in because the forums were having so many issues. You can't submit a screenshot if you're not logged in, but you can leave your email address in the box at the bottom if you want an automated reply. It may not work from the community site directly, but it DOES work by typing /bug in-game, which is where people were having all of their problems with getting logged into the forums when the new community site launched.

Originally Posted by Ayrolen

Yes you can.

No I can not. I have to use this form:
http://forums.lotro.com/new_bug.php?
with a Browser like Firefox. I have to log into the forums to submit a bug. Using /bug - Trying to report a bug from within the game software does not work. It must have been years since I was able to submit from within the client.

Originally Posted by Yula_the_Mighty

No I can not. I have to use this form:
http://forums.lotro.com/new_bug.php?
with a Browser like Firefox. I have to log into the forums to submit a bug. Using /bug - Trying to report a bug from within the game software does not work. It must have been years since I was able to submit from within the client.

I use Firefox at home and I can submit bugs just fine without being logged into the forums. I type /bug and it brings up the form without pre-filled information and option to submit a screenshot. Everything else is exactly the same.

I tried it out myself right now. You are right it is not the same form as before. There is no mandatory log in to the forums from the in game bug form any more. That was never my problem from within the game software. They still have not fixed my issue:

In game form:
1) "What Type of Bug are you reporting" Unable to select an entry - All I get is flashing from the drop down. The field ends up blank. Mandatory field - Unable to submit bug because I can not get anything in this field

2) "How often does the problem occur?" Unable to select an entry - All I get is flashing from the drop down. The field ends up blank. Mandatory field - Unable to submit bug because I can not get anything in this field.

There was a time when I could get a random value the drop down fields. Put the correct information in the detailed description. That is a waste of my time. It was quicker to call up the forum form. Select the correct values from the drop downs.

I have to use:
http://forums.lotro.com/new_bug.php?
which requires me to log in to the forums. I use Firefox. Firefox allows me to select values for the mandatory fields with the drop downs. I suspect IE, Chrome, Opera ... also work. I do not use those Browsers unless I have to.

I would rather use the in game form. It fills out a number of the fields automatically. It is annoying to have to copy and paste the /loc info. Fill out all the race, class, level and server fields.

I appreciate your suggestion to give it another try Yula. Too bad it did not work.

I get the flashing, too, when I try to select a server, but if I type the first letter of the server I'm looking for and use the arrow keys, I can select one.

Originally Posted by wally300

I have three bug reports filed with lotro over the past few weeks with no replys. I tried to keep the first two (same subject) short and sweet. The last report was quite lengthy placed 5 days ago and still no reply. I have had people on the forums suggest calling the customer service number and the recorded message refers me back to the forums.
In the bug report form it states I will be recieving a response via email and since I get daily emails from LOTRO I know they have the correct address, so just saying they need to improve customer service.

We do not respond to bug reports. Reports are reviewed and categorized for action based on an internal prioritization process. The response mentioned is more like a 'receipt confirmation'. Sometimes this mail does go astray.