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I got a great GM response today

Discussion in 'UHall' started by Promathia, Nov 24, 2011.

  1. Promathia

    Promathia EM Bennu Fanclub
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  2. Ezekiel Zane

    Ezekiel Zane Grand Inquisitor
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  3. jack flash uk

    jack flash uk Crazed Zealot
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    I bet that helped no end ;)
     
  4. Merion

    Merion Lore Master
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    oh dear!
     
  5. Reth

    Reth Journeyman

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    Can't help but find this funny and sad at the same time :confused:
     
  6. Yep Funny because they wrote Dark Ages of Camelot instead of Ultima Online.


    Sad that they made the mistake cause everyone knows no one plays Dark Ages of Camelot :p j/k j/k lol.
     
  7. Prime.

    Prime. Sage
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    Hahahaha, as if it wasn't already obvious enough the GM's didn't know anything about the game. Now they don't even know which one they're managing. Awesome EA
     
  8. EvilPixieWorks

    EvilPixieWorks Lore Keeper
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    I honestly am so amazed at this one, I think this GM needs a metal… and old copy paper box to clear his desk out. :mf_prop:
     
  9. Thor VII

    Thor VII Sage
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    last month a gm told me "thanks for playing Warhammer Online"

    but he help me with my issues :)
     
  10. Petra Fyde

    Petra Fyde Peerless Chatterbox
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    to be honest I think that bit is automatically added, like your signature on an email, he just hit the wrong button. It has no bearing on the message he actually typed.
     
  11. SixUnder

    SixUnder Legendary Assassin
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    LOL

    imagine that.

    way to go EA!

    OSI all over again:thumbup1::thumbup1:
     
  12. Kayne

    Kayne Guest

    Oh dear, you would think they could at least get the right response in the right game. But then they aren't exactly well known right now for getting any of their communications right
     
  13. old gypsy

    old gypsy Grand Poobah
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    Guess I've just been lucky. I've had to call a GM twice in the last two months... once to remove an old quest item from a character's backpack, and once to remove a portrait in my house that got stuck when I tried to turn it. Both times a GM contacted me in game later (it took a while) and fixed the problems.

    And I believe he thanked me for playing Ultima Online.
     
  14. MalagAste

    MalagAste Belaern d'Zhaunil
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    You all realize that this has been going on for a LONG time.

    Not an isolated incident.

    Personally I'm 100% disgusted by this.

    And people wonder why players have been leaving in droves. If EA doesn't care enough about it's players to properly train it's employee's to help them... what does that say about things in general.

    Honestly it just reflects the attitude of folk lately. No one seems to care about quality service anymore. No one builds things to last... no one cares about their customers... most companies treat customers like criminals anymore. EA certainly takes that to the extreme.
     
  15. EvilPixieWorks

    EvilPixieWorks Lore Keeper
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    Frankly, anyone who is defending this super lack of duty, has never paged for help time and time again with the same slacker results.

    It's also hard to believe, years back… GMs actually showed up when called and even when they didn’t know the game all that well, they were at least interested in “trying” to help. Not passing the buck. Not blowing you off.
     
  16. Kayne

    Kayne Guest

    Lets not forget we suffered a subscription increase to "improve customer service"

    What improvement - telling us "thanks for playing DaoC" is not an improvement.
     
  17. Martyna Zmuir

    Martyna Zmuir Crazed Zealot

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    This doesn't make it any less unprofessional...
     
  18. Larisa

    Larisa Reporting Manager
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    So you're telling me you never make mistakes?

    It's a simple, HUMAN mistake to make. I'm not taking sides, before someone starts shouting *OMG it's Larisa the pom-pom girl again* lol

    I've done it in game...one reason I do NOT use macros, go to heal someone, hit the wrong macro and flamestrike the poor guy...I've done it in real life...when I was working in a call center and had to say the same thing over and over and over, then switched accounts and forgot to switch what I was saying! lol

    I worked at Office Depot for 3 years..left, and a few years later got a job at Office Max...sure as anything I would answer the phone *Thank you for calling Office Depot*

    It happens...noone is perfect :/
     
  19. kelmo

    kelmo Old and in the way
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    Larisa = :cheerleader:

    *winks* luv ya L.

    The rest of ya... Is it really that big of a deal? I imagine the Bioware ingame staff is on holiday crew... let it slide.
     
  20. Kylie Kinslayer

    Kylie Kinslayer Grand Inquisitor
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    When you are paid to be the face or voice of the company then yeah it is kind of a big deal. Having ran two different businesses in my time, I have told people to get it right, if they failed again they would be replaced and I stood good on that word. Then again I am one of those that has never tolerated repeated failures by an individual nor a department. When I go to Home Depot I do not want to be thanked for shopping at Lowe's. Those kind of errors not only reflect on the individual, but also speaks to the company as a whole if they are allowed to continue to repeat the same mistake.
     
  21. Martyna Zmuir

    Martyna Zmuir Crazed Zealot

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    We've let it 'slide' for over a decade, it hasn't gotten better.

    Stop making excuses.
     
  22. Kralock

    Kralock Guest

    You know, a gm helped a guildy of mine this week, it took about an hour, he was super nice, even took time to look at some issues not related to the request.

    I have had super crappy gm help in the past but since I've been back for a month, the gm program seemed to improve by leaps and bounds, however this issue should be looked into, are their different levels of GM and some are UO specific others help 3 games maybe?
     
  23. Lorddog

    Lorddog Crazed Zealot
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    what happens is the issue/bug gets into the system under the wrong game so then it never gets fixed.

    programmer looking over bug reports - wow these guys are idiots, its like they are playing a different game!
     
  24. Viper09

    Viper09 Grand Poobah
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    Meh, **** happens. A mistake is a mistake, everyone makes them.
     
  25. Martyna Zmuir

    Martyna Zmuir Crazed Zealot

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    Everyone makes mistakes, I think we can all agree on that...

    BUT, the OP's point is a chronic issue with GMs. No, it's not a massive, game-ruining issue, but it doesn't shine a good light on the UO help system in general. In fact, it furthers the notion that the GM's don't really give a damn. (Yes, there ARE cases where players receive exceptional customer service, but sadly these are few and far between.)

    Couple thanking a p(l)ayer for playing the wrong game with an unhelpful canned response (no, I'm not willing to blame poor wording on the player's part for the majority of those) and you could get the feeling that Mythic really doesn't care about the CS experience of those paging.

    I think it's fair to raise the $3 increase in the UO sub years ago, portrayed as a funding of increased/enhanced CS, as being something yet to be lived up to.

    I wish GM Akemai (the one introduced in the May 27th Q&A video) was empowered to address issues like this directly...
     
  26. iamSnippa

    iamSnippa Journeyman

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    I don't think it was a "human mistake" in the line of thought that a gm actually typed that message out themself. What I think is they somehow tied the whole canned response system in to a program designed for gms that are gms for both UO and DAoC. The result would be that the gm gets your message in this program, hits a button to send you a canned response as they begin to look into the issue. I do not believe it is so much the gm's fault as it is the person who tied the gm software for the 2 games together. Human mistake in that regard, yes, but I feel like many of you are blaming the wrong person.
     
  27. phantus

    phantus Stratics Legend
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    I've received the same message 2 out of the last 3 times I paged. I won't bother to express my real feelings as I have no idea if they will be deleted. It's unprofessional and completely unacceptable.
     
  28. A Thought Elemental

    A Thought Elemental Journeyman

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    A few days ago I had a page in and when the GM spoke with me personally, it was pretty much the most professional communication i'd had with a GM in this game in my entire lifetime.

    But yeah... sigs with the wrong game name listed... that should stop, it looks bad =p
     
  29. old gypsy

    old gypsy Grand Poobah
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    I agree that they (whoever they are) should sign with the correct game name. As far as actual service, though, I have no cause for complaint. The GMs I've had contact with have always been very courteous and helpful.
     
  30. A Thought Elemental

    A Thought Elemental Journeyman

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    GMs are not like this any more - - but yeah - -

    I recall this one time on Pacific.

    I paged a GM for help with a vendor that had simply vanished, taking all items and gold with it.

    I'd paged about it the day before, and this time I was asking if someone would take another look, or similar. It was hard to believe noone could help me. The content of the page was respectful, as I recall.

    The GM manifested, red robe and everything, in front of me and my friends. He bitched us out and was threatening and mean and intimidating. Then, he vanished.

    I'll mention that this was back in 1999.

    So yeah, shortly after that I gave away my ****, including my little house on the point, and quit.

    It was the case back then that relations between players and GMs could be quite bad sometimes. Some people ended up with horror stories to tell. When I made my private server, I forbade my GMs to wear that red robe just because of the intimidation people had experienced and the bad memories some of us had.

    GMs who ignore you or give the appearance of being inept/whatever are kinda better than ones which show up enraged at you and threatening you. That's just creepy when it happens.

    You know, I bet I could find the location of that little house I had if I looked for it. The shape of the point is kinda permanently in my mind.
     
  31. elspeth

    elspeth Guest

    Surely this is better than the evil gms of the early days who would sick demons on you and such things just for the fun of it though eh??

    The Noob Comic - GM's staff

    and

    The Noob Comic - Kaboom!
     
  32. when i get a responce like that i promptly page them back and remind them that i am a paying customer and that it is their job to help me with the issue at hand and that if they dont want to help me i have no problem spending hours on hold with ea till i get the # of their superviser........and i really dont have anything better to do lol ....its cold outside and if im on uo i can keep a phone on speaker phone beside me =)
     
  33. Ahuaeyjnkxs

    Ahuaeyjnkxs stranger diamond

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    Signed... and : you're actually lucky to have gotten a reply.

    There has been no GMs on siege for 3 months ; I don't know if its just me but I have bugged stats and I once waited for 20 hours, straight.

    Then you know what, I know its illegal, but I started leaving the weight on the key for magery instead of bothering with the classical Alacrity - siege exploit (which I was told is a feature that helps new players, not an exploit).

    Well guess what, in many, many days, none of my pages even got a reply.

    I called EA but they cannot help me with this and : NO FURTHER REPLIES WILL BE GIVEN TO THIS INQUIRY.

    I think this is because of where I live, but I could be wrong as many others have repeatedly said here and on the shard that there was no reply from GMs on siege.

    No EM "training ground", no GMs... nothing.

    Tessa...

    can I hire you ? lol... :mf_prop:

    Thank you elspeth for lightening the mood up a bit.

    It is after all just a game and its old, and we shouldn't be surprised it gets no love because of what it means.

    Heck people on here can on one hand say : Lord Brittish is a loony illuminati and then turn and say I wonder why this game evolved the way it did.

    Earth calls the moon... the moon rings back ?

    How can the moon ring ?

    You see people, its not a big deal that GMs do many games and make errors ; you all signed that you could not complain and could not sue when you did the marvellous account upgrade. Why bother the admins here about your insatisfactions ?

    Oh yes I bet most of you haven't read what they signed again.

    Again...:confused:
     
  34. Raptor85

    Raptor85 Certifiable
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    That's basicly been my experience with GM's in the past year as well, wait 6 hours to get a canned response every time (in the few occasions you actually even get a response). Last page took nearly 8 hours for a response, and when the GM finally talked to me (which IMHO was a miracle in itself, every other page I put in gave me the "cant help you" email with a link to the UO playguide that hasn't worked since 2007 and is so out of date the pages that still exist talk about how to purchase guild stones). He basicly asked me the exact same questions as I had answered in the page (and a few questions that mousing over my character would have answered...)......then said that he was sorry but they don't have the power to check if there is a problem on my account and he'll need to forward it to someone else, and that they'd get back to me right away, which of course as weeks went by never happened. (I did talk with mesanna a bit about it but haven't heard back, or had a chance to check it again, it takes 10 hours of basicly waiting around guarding to do so I wasn't up to wasting my time again, but imagine for a moment if i wasn't one of the 1% of UO players who posts on stratics...I thank mesanna for looking into it but it's neither her job nor should it have gone that far)

    It's funny too, because you can actaully draw the line where the GM paging system essentially stopped working where EA raised the sub fee and started to consolidate support. Before that pages were generally 15 minutes tops, and a hooded figure would teleport to you and actually talk to you about your issue.

    Heh, I even still have some characters with resist and quest bugs (I have characters that literally cannot accept quests, no classic quests active, no followers, and no ML quests active) from ML launch, i've paged many times but never been helped.
     
  35. popps

    popps Always Present
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    Ultima Online is a rather complex game and personally, I think that in-game customer assistance should be provided by dedicated personnell, not shared with other games.

    Regardless whether it was an automatic signature or typed, the issue here, as I see it, is that a game as complex as Ultima Online might be getting assigned representatives for in-game customer assistance who also work on other games which can possibly function differently, and experience different software/issues.

    I may well be wrong, but my concern, as a paying customer, is that such a "shared" organization of in-game customer assistance "might" lead to a worse in-game customer service offered for the game that it has been paged for.
     
  36. Kayne

    Kayne Guest

    Exactly. Well said Kylie
     
  37. Snakeman

    Snakeman UO Forum Moderator
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    It's called not paying attention to/having your mind on your job or possibly not caring at all about your job only the paycheck. I see this so much in my business it's pathetic, employees on the clock would rather be texting, surfing/replying/updating to Facebook info, or surfingthe net then paying attention to their job when no one (supervisors or bosses) are around.
     
  38. MalagAste

    MalagAste Belaern d'Zhaunil
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    In my business ...... making mistakes KILLS people. That's why we have QA and QC.

    But it's also about pride in ones work.... and if you are a representative of a company especially in customer service you SHOULD be giving it your all.

    Which means KNOWING your customers.

    Mistakes like that should NOT happen.
     
  39. Silverbird

    Silverbird Slightly Crazed
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    I am already wondering, if such a message is from a GM joking around. Must be really funny for someone playing DAOC or WAR and getting a canned response ending with: Thank you for playing Ultima Online. :D
     
  40. Raptor85

    Raptor85 Certifiable
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    appeal is another word for request, this is just the generic "we got your page but don't feel like looking into it" reply, you'll get this no matter what your page is for.

    Appeal | Define Appeal at Dictionary.com