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In Game Customer NO Service

Discussion in 'UHall' started by Jirel of Joiry, May 5, 2011.

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What do you think should be done with In Game Support?

  1. Overhaul it like a ford truck with a blown engine!

    20.8%
  2. Leave it like it is, EA's Customer service has always sucked.

    8.3%
  3. Put it out of our misery, and just email Mesanna with problems.

    4.2%
  4. I could care less honestly.

    4.2%
  5. We have in game support???

    25.0%
  6. Why do people keep putting up these stupid polls?

    37.5%
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  1. Jirel of Joiry

    Jirel of Joiry Certifiable
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    After reading so many posts of people having problems and our WONDERFUL GM staff doing jack squatt. I think the in game customer support is waaaaaaaaaaaaaaaaay overdue for a complete overhaul.

    What is everyone else's opinon?
     
  2. Viper09

    Viper09 Grand Poobah
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    My opinion is that this topic is :bdh: X 100000000000000000000

    Also, as been explained many times, it is also largely dependent on how you word your page.
     
  3. puni666

    puni666 Slightly Crazed
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    That you Q.Q way to much.
     
  4. Jirel of Joiry

    Jirel of Joiry Certifiable
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    Okay, but my sister is uber careful how she words hers and she got NO support. Plus she had one genius thank her for playing POGO!!! :gee: I have seen on here where others have been thanked for playing Warhammer and Dark Age of Camelot.:twak:

    They used to have a GM Compliment/Complaint form back in the day, but they took that away. (Hmm I wonder why? :gee:)
     
  5. Jirel of Joiry

    Jirel of Joiry Certifiable
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    Okay call me stupid but....What's Q.Q?:confused:
     
  6. MalagAste

    MalagAste Belaern d'Zhaunil
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    EA and "customer service" can not be used in the same context.

    EA does not have customer service....

    and if there is Customer Service it has NOTHING to do with EA.

    It's all smoke and mirrors..... designed to put the paying customer at ease....

    Think Wizard of Oz.
     
  7. Goldberg-Chessy

    Goldberg-Chessy Crazed Zealot
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    My opinion is that the GM staff is doing a decent to good job.

    I recently had to page a GM because one of my children deleted a main character. After a fairly long wait I got a non-automated response stating that GM's cannot replace lost characters. I then phoned Customer Service and after a short wait I was politely told that a tier 2 or 3(I forget)tech would look into it. A couple days later I received a personal letter from a GM.
    He apologized very politely & stated that he would be unable to retrieve the character. He then apologized again in his email & said that he would make sure I received 9 months free gametime for my loss.

    I think that was great Customer Service. I had a legitimate issue that was resolved asap.
    Maybe its just the people that have bogus issues that are unhappy with Customer Service? Who knows?
    If someone is a paranoid & clueless drama king/queen they most likely will never be satisfied until a GM moves in with them to personally handle all their 'issues' ??

    End of story.
     
  8. Viper09

    Viper09 Grand Poobah
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    How about you share what the issue paged on was?
     
  9. Snakeman

    Snakeman UO Forum Moderator
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    It's been due for an overhaul for many years. Do you remember our last "we are going to increase the monthly subscription fee for UO so the quality of Customer Support is not sacrificed .... " If I am not mistaken, this was a $2 to $3 a month increase, & look at what it got us.... Worse GM Customer Support. Yes I have had to deal with GM's or CSR's in game, in all the years since this increase I have not once SEEN a GM in person, just the lovely "Orange Dot" canned Reply Message which in most cases did not even apply to my question or problem I submitted. Then to end the Canned Reply with "Thank you for playing DAOC, or Warhammer Online ...." Nice, they can't even get the name of the game correct that they are giving Customer Support on. So asking for more, we will be left with NO SUPPORT AT ALL if it follows the pattern they have given us in the past.

    Yes there have been a couple of very helpful CSR's for some in game issues, but the many many bad experiences outweigh the very few good ones. Maybe if they (EA or Customer Support Div of EA) did a few random spot check inquiries on their CSR employees as many Customer Support Companies do, they would see how badly their CSR support crew is. I have had many companies call into my Service with "setup" calls to see how we handle the problem call in getting it to the right person & handled appropriately & in a timely manner. EA could very easily do this too & see just what they are getting for support help.
     
  10. Jirel of Joiry

    Jirel of Joiry Certifiable
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    Me or Goldberg? Btw, is he named after the wrestler or the goalie in the Mighty Ducks movie?
     
  11. Viper09

    Viper09 Grand Poobah
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    You of course.
     
  12. Jirel of Joiry

    Jirel of Joiry Certifiable
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    Okay she paged a GM because right after she moved into her Magincia house her commodity deed box "ate" all her deeds. It was secured. The house was set to private and there were only TWO people friended. I was co-ownered and she ransacked...er checked my houses and bankboxs. She wanted the GM to check the dang box cause if its glitched she wanted it gone. The GM just sent the standard canned BS..."GMs can not replace lost or stolen items blah..blah..blah."

    The thank you for playing POGO one was about 9 months ago her and 2 other peoples bodies were stuck in the corner at stygian dragon and they couldn't reach it. GM was too lazy to move the bodies, they lost contents of bodies and were told "Thank you for playing POGO".
     
  13. Goldberg-Chessy

    Goldberg-Chessy Crazed Zealot
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    I am just curious.

    If your sister supposedly lost items why would she feel the need, in your own words, to ransack or even check YOUR houses & bankbox? How would deeds from a supposedly 'glitched' commodity deed box get anywhere else? Let alone in your house?

    Does she usually find her missing items in your possession? Sounds like it.

    Very interesting & enlightening.
     
  14. Lord X

    Lord X Sage
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    I am quite pleased you were taken care of well. But don't be so rash and blind to the fact that theres other people with different experiences with UO Support.

    I personally have had a mixed bag. Most times when paging a GM I get the generic canned message that nothing to do with my issue or help me fix it in any way. I mean it's not like I am going to page because I need to know where the nearest provisioner shop is. I've played 7+ years, I know my way around the game pretty good in terms of geography and gameplay / issues. So when I page it is because I generally have a problem that is outside the box.

    That being said, I also had a problem once a couple months after HS was released that my tiller man completely disappeared while fighting a pirate. I paged a GM who was helping me to resolve the issue within 5 minutes. I've also had to page before to get bugged items removed from my backpack and been adequately helped. Though now I have an issue thats important and I am being told by the GM's that the issue was handled right and any further contact would be ignored. Which lead me to lodge a BBB complaint a few days ago, so just waiting on that.
     
  15. Goldberg-Chessy

    Goldberg-Chessy Crazed Zealot
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    I was not being rash or blind.
    I was simply stating my opinion & the facts of my recent personal experience.

    IMO the only person that seems rash or blind is the OP who seemingly will never be satisfied with GM support. Is it possible to post a more skewed or silly poll btw?
    Correct me if I am wrong but hasnt the OP been continually posting about supposed lack of support?
     
  16. Gilmour

    Gilmour Certifiable
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    approapatly, been trying to call a gm for 12 hours for a simple issue i know they fix, but i dont get any queue status nor a response.

    is ingame customer support feature broken?
     
  17. Jirel of Joiry

    Jirel of Joiry Certifiable
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    Okay contrary to what you think....I am extremely forgetful, my short term memory stinks. So sometimes I move things to a char or chars bankbox then forget I did it. So before she JUMPED TO CONCULSIONS that it was giltched she checked my stuff because I was helping her move that night.

    The ransacked was a joke. Geez, dude are you an only child? Because if you have/had a younger sibling then you'd get the joke. Okay when we were kids younger siblings love to borrow things from their elder sibling. This often done when older sibling isn't around to avoid getting pounded because younger sibling is violating the cardinals rules of "Stay outta My room" and "Don't touch my stuff". However in there haste to obtain desired object they leave a mess that is a dead give away they borrowed something.

    Please don't get me start about how younger siblings NEVER laundry the clothes they borrow.
     
  18. Lord X

    Lord X Sage
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    Well If generally speaking the GM Support was awesome there wouldn't be a poll to begin with. If its not broke don't fix it. I mean think about even the postings in this thread, thanking people for playing the wrong game.... obviously their GM Support staff works on many different games at the same time. Which kinda breathes new life into the 'Has the GM I'm talking to even ever played UO?' argument.

    I mean thats gotta be why people get canned responses. GM's are given a rolodex of possible questions and the correction for them. If it isn't there and the GM doesn't know, they send you the search page/submit a bug. I wish I could remember, there used to be a computer tech company that would hire anyone regardless of their skill and gave them such a rolodex to help people calling their tech line.

    I am not sure about the OP as far as continually posting about lack of support but I have read some recent posts by others that say the same thing. Surely these are not all made up? I know I personally wouldn't spend a lick of time fighting a made up charge/claim. EA likely wont do anything anyway, so why try to fight something unless you genuinely feel wronged. And sorry this turned out longer then I had intended.
     
  19. Nexus

    Nexus Site Support
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    My last 4-5 GM encounters have been quite pleasant, not issues at all that weren't handled within an hour or so.

    I honestly think the wording of peoples tickets is as much to fault as anything, or the fact they have to catch wrong doers in the act, which can be difficult considering how many fraudulent claims they must get.
     
  20. Aran

    Aran INFRACTION INFRACTION INFRACTION!
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    Every time I call a GM I get a resolution within 20 minutes.
     
  21. Mapper

    Mapper Crazed Zealot
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    I haven't had any GM issues, However a lot of people do so there's obviously some room for improvement as with any service, Complete overhaul may be a tad extreme though.
     
  22. Vyal

    Vyal Guest

    GM's do a good job.. There I said it..

    No more drama..
     
  23. Lady Storm

    Lady Storm Crazed Zealot
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    I am going to say this one time only ...

    The GMs of old are gone, the minute EA absorbed Origins systems totaly into its innerds we lost big time. But there is a bright ray of sunshine... the CEO of EA (hes almost new as of 2008) Gave Mythic carte blanch with UO as they did with each branch of EA's massive arms of game works. Seems the guy is a gamer! He stoped EA's old ways of gobbling up and stripping the aquired of the goods and tossing out the carcases of the dead and dying.

    BioWare co founders are our main bosses for Mythic now... which means the head honcho at Mythic has pretty much free reign on things ..to a point. Unfortunatly 2009 hit us all including EA... they lost billions.. yes i said the b word. I am hopeing that with the return to normal soon Mythic might get a tiny boost to go ahead and hire more GM's. This dont mean we will get back a set exclusive to UO, but we might get better service and speed when we do call.
    I have needed a gm a few times reciently. Seems the raising of things on a tower roof above a set line will put the item under the floor where you cant see it nor will it show up on control shift. Both gms who came to find my lost items were great and very nice.
    I can understand them getting confused as to what game they are helping customers on.

    I can only stress that wording your page is the key to getting help... speed is not up to them, as the other games which I am not sure what kind of work there may be, so it may take a bit to get to you.
    Be patient and kind to them, they are doing their best under the present work load.
     
  24. Lets face it, everyone likes a bit of drama...
    :drama:
     
  25. Goldberg-Chessy

    Goldberg-Chessy Crazed Zealot
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    Where to begin lol.

    1) when you help people move, their items get left in YOUR bankbox because you have short term memory issues?

    2) your own sister ofc knows of these medical related memory issues so whenever she is missing something she ransacks your house & bankbox?

    3) medical issues aside, the fact that her items end up in your possession is explained by your rl analogy involving younger siblings taking things from older siblings while they are out?

    "One flew east, one flew west, one flew over the cuckoo's nest" :)
     
  26. Petra Fyde

    Petra Fyde Peerless Chatterbox
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    The correct procedure to complain about GM service is outlined here:

    Answer
     
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