Dear Henrik Letter

Hello Henrik,

I just thought I would share my experience and thoughts working as a game master for your company. Firstly I would like to point out that I done 18 hours support a day for your company for free, during the time when we had the volunteer support program. When the Saducca expansion came out the game became extremely busy and none of the other GM's would show up to support the game. During this time I would frequently work cover 14+ hours a day because I believed in the vision of Mortal and truly wanted this game to become a success.

It became very clear to me during the days of the volunteering support program, the incompetence of how the support team was being run. You had GM's who had previously been removed allowed back on the team and support staff that were removed were still granted access to the game, with game master powers. To top that off you had a LGM who not available monitor the support team nor contribute his time to cover as he simply had other commitments, though was always more than willing to browse the forums.

During steam release Discord hired his brother known as GM Lochdon who never showed up and Discord simply could not commit to covering him due to his own commitments. I again worked both shifts for nearly the good majority of that time (3 months) that this GM was assigned to work for Mortal. I did this because I believed in your vision for Mortal and truefully if I could take back the time and extra hours I did, knowing that my commitment would have been shunned I would have.

I was also available to help Lochdon and Lokeikus after my shift as LGM Discord was unable to commit the time needed to support and monitor the GM's. I covered every time these GM's needed off or simply were not there, which in Lochdons case was %90 of the time. I was also always available for when a said problem occurred which the GM's could not handle themselves as they lacked knowledge, training and experience.  On one of these occasions Discord asked me to help with a problem GM Lochdon was facing and on close investigation of this problem, I checked Lochdons's logs. This revealed that the GM was spawning gold in for a group players, as well as ressing dead pets and chatting in a very unprofessional manner with a customer and was naively being social engineered.

I would like to point out that most of these said problems should and would have been nipped in the bud earlier if you had someone actually monitoring what was going on. Regardless of that there was countless complains on this GM and every other week Discord would tell me that he had no internet and I would cover this GM for free all time. When I confronted LGM Discord with what I had found, he at first tried to make excuses for his brother and said he mistakenly mistyped love messages to a player in game. He said they were meant for his girlfriend on skype, now these messages were very clear and there were even message of him discussing not liking other Game Masters with the player in game. I then made sure to bring this up with the higher staff on the team to make them aware of this because quite frankly I had covered this guy for 3 months none stop for free and he was now possibly going to get away with nearly destroying Mortal Online’s reputation.
Needless to say after speaking to Galenus, Herius and showing them the picures:
http://tinypic.com/view.php?pic=20a76rr&s=9#.VtcdjOaPFhE
http://tinypic.com/view.php?pic=w9y1zd&s=9#.Vtcd_eaPFhE
http://tinypic.com/view.php?pic=5d2hwp&s=9#.VtceuuaPFhE
Discords attitude changed drastically and he then messaged me and instead of trying to convince me we should give him a second chance it was decided that he would be removed. Furthermore he should have been removed a long time ago as he was simply never there and when finding out the real reason as to why he was never removed i.e. him being related was a real kick in the teeth.
I would also like to point out I said to Discord do not hire anyone else before we hired both new GM’s Lokeikus and Galenus step daughter Bragian, especially anyone family related as I had already dealt with these special treatments biases due to relations. Not only that I had already been doing two shifts a day so let’s save Star Vault some money as long as I’m covering my bills that all that really matters to me. He then replied that he did not want me doing such long shifts though has no problem me covering his brother for 3 months or me simply running the voluntary support team 18 hours a day 7 days a week.
I feel that letting go of someone that has given mortal online so much and was %100 committed was the wrong decision for Mortal Online.  You could also be running the support team on a much smaller budget instead of simply paying people who can’t be %100 committed because of their other jobs. Using this money towards development instead of simply wasting money.
If your company ever gets to the point of losing money or you want to save money to invest in development then I would quite happily and be more than able to run a 24 hour support team on 3 men at half the cost.