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This is your customer sevice problem...

Discussion in 'UHall' started by Rocklin, May 1, 2009.

  1. Rocklin

    Rocklin Guest

    I have spent the last week creating a design and now decorating a museum on Sonoma. I have spents HOURS placing goza mats, turning item, placing decor and detail. I noticed a flaw in my design and I went to customize the house, knowing that deed items would be redeeded. When I went to start decorating all over again, I noticed my Chaos tile that was sitting on a goza mat setup was gone. I checked my moving crate and the tile is deffinently missing.

    I page a GM. I understand the item is most likely under the house. Instead of customer service, I get a canned response saying they cannot replace missing items. I am tired of half-ass customer service. This is what gives Mythic a bad name. If I would have had an actual GM come out and look under the house, I am sure he would have been able to solve this problem. Now, I am going to have to tear down the house and get the item myself. Hours of wasted time that I feel falls on Mythics customer service.

    I have recently returned and I enjoy the game. However, customer service was a large reason I left the last time. I need to reevaluate my commitment to Ultima Online again, especially when your customer service team seems to have little regard for their commitment.

    ~ Rock
     
  2. D'Amavir

    D'Amavir Guest

    Did you try to change foundations? Sometimes that pops items under the house to the outside.
     
  3. Draxous

    Draxous Grand Poobah
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    Your re-evaluating your commitment to Ultima Online because you lost a chaos tile... that you know where it is... that you can go get yourself?

    lol?

    Isn't this like saying I was committed to Jell-O until the bastards didn't provide me with a robotic arm griping a spoon to auto-hand-feed me their tastey pudding snacks?
     
  4. Rocklin

    Rocklin Guest

    I am reevaluating my commitment to the game based on a lazy brand of customer service. There is no guarantee the item is under the house, and instead of a GM confirming my theory, I not have to destroy my house, move my items and hope it is there. I have had pots and items fall through the foundation over the 11 years I have been associated with the game. In the past, GM's would come out and assist. Now I have to empty out a house and hope I can fix a problem. It's their game glitch, should they not assist me with their problem?
     
  5. Aran

    Aran INFRACTION INFRACTION INFRACTION!
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    No, it was clearly your fault. You should have re-deeded, THEN customized, to be safe.
     
  6. GarthGrey

    GarthGrey Crazed Zealot
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    I dont remember who made the documentary or the name of it, but it was about Walmart and how big and bad they are, stepping on the little guy etc etc...they should do one on the Outsourcing of Customer Service. I would watch that, and I have room to talk. Even my own company outsources, as do some of our 3rd party sources, and it's horrendous at times...Oh wait, this is the GM thread, and those are *cough* real people not outsourced help..nevermind.... :gee:
     
  7. Viper09

    Viper09 Grand Poobah
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    Wow, that's the worst reason to consider giving up on UO I've read. You realize you are basing it on the response of only one GM, yes? Not that it's common a GM will be incredibly helpful by some peoples' account, but you should have known that you would likely get this response from a GM even before you paged.
     
  8. Draxous

    Draxous Grand Poobah
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    Just keep paging if it's THAT big of a deal. Get a GM to come to you and get them to look at it, if a chaos tile is THAT big of a deal after 11 years in UO.

    You were lazy and relied on the moving crate and customizing to take care of the items in your home for you rather than deeding them up yourself and taking total control over your items.

    Have you tried changing the foundation as others have suggested?

    I'm not saying that their in-game service is stellar, that it needs no improvement or that they shouldn't help you.

    What I'm saying is that if what your saying is true and that situation has truly questioned your commitment to this game... that's pretty ridiculous.

    It would be one thing if your character is stuck dead, immoble, squelched and unable to do a thing because he got bugged crossing a serverline... which doesn't let you play. You haven't been able to play at all for the whole day and no one will come to assist you.


    It would be another if your threatening to quit because you lost a stack of 50 cooked fish-steaks and are pissed the GM's won't come to see which bag you put them in.

    But to each their own... that's one hell of a commitment you have to Ultima Online... apparently.
     
  9. Draxous

    Draxous Grand Poobah
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    Apparently not after 11 years of being affiliated with this game...
     
  10. GarthGrey

    GarthGrey Crazed Zealot
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    I remember meeting Kal El and that Lady GM ( i forget her name but she was Hot!!) and taking a tour of Origin back when I lived in Austin....and watching the real GM's on shift sitting at their terminals answering calls...those days are lonngggg gone...
     
  11. Rocklin

    Rocklin Guest

    About a year ago, I was hunting and I had insured all my items. When I died my Etoile Bleue ring was gone. I was sure I had insured it, because it was brand new. Great jewel set. When I looted my body it didn't return to me. I spent the next hour emptying orcs out of Cove, it was gone. That was what started it. Again a game glitch, not my fault. I am tired of having to excuse their problems. That is all. And I am venting my displeasure at their service.

    It was not my error, nor should I do something "to be safe". How about a game that functions correctly? If some of you want to stand by them when mistakes happen and they do nothing to help their customers, it's your 12.99. I am just saying I am unhappy with my experience.
     
  12. D'Amavir

    D'Amavir Guest

    I think most people understand that your being upset has more to do with this being yet another poor design from the developers and not just about 'one call to one gm about one deed'. Don't let the naysayers get to ya.

    And go try changing your foundation type already!;)
     
  13. Draxous

    Draxous Grand Poobah
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    dude... I get it, but it's just items. It's just a game... and it's only 10 bucks a month. I spend more on 1 night out at the movies than I do on this kind of entertainment which lasts much more than just 2 hours.

    We get it, but you also need to realize the volume of un-necessary calls they get... too.

    And like I said... I understand and I empathize with your frustrations... I just think you're going a bit over the top with this. It's not THAT big of a deal... like D'Amavir said... just change the foundation and repage already.
     
  14. Viper09

    Viper09 Grand Poobah
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    Well if your reason is based on continuous problems over the years then that is a very good reason.
    But from your original post you make it seem like one page over a problem with losing something under your house is a reason you are considering quitting. You probably should have elaborated on the bigger picture than that one incident in your first post.
     
  15. Rocklin

    Rocklin Guest

    I am not trying to whine about it. I think had it been a valuable but replaceable item I would have shrugged it off. But it is a Chaos Tile from the spring collection. It was the ninth in the set. And there is no replacement at the moment.

    I think I just miss the old days. And perhaps the feeling that even though the game is old and not as strong as it once was, that we have a GM staff and a dev. team that cares about the players. Maybe they do, but it sure feels like you are alone sometimes.

    ~ Rock
     
  16. Maelwyn

    Maelwyn Adventurer
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    I had the same thing happen to me Midori. I was moving pouches into my house and one dropped under the foundation. I tried everything to get that dang pouch myself, besides dropping the house and grabbing it (and having everything else in my house fall to the ground). I paged a GM, and got the exact same canned response. I was a bit torqued to say the least. I did page them again. I think I said something like "Please read the message. I have not lost an item. It dropped under my house foundation and I cannot get to it. Please come and help !!" This time an actual GM did show up. He was very nice and professional and fixed my problem.

    It's just annoying to me that you have to page at least twice to actually get a GM to show up for anything.
     
  17. Rocklin

    Rocklin Guest

    Mael, it's been a long time. This is Priam, old Ordo Sylvanus member. Ya, I was just disappointed. The house has been collapsed now, so I doubt there is anything they can do.
     
  18. Tina Small

    Tina Small Stratics Legend
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    I'm not certain about this, but placing the Chaos tile on gaza mats may be why it disappeared when you went into customization mode. You might want to check on the Homes and Castles forum to make sure. I've never done it myself so I'm not sure of all the details, but I seem to vaguely recall reading a warning about using gaza mats with deeded items.

    I've been looking through my stuff on Baja and I might have a chaos tile deed there that you can have if you want it. I know it's not Sonoma, but perhaps you might have a way to get it to there from Baja.
     
  19. the 4th man

    the 4th man Lore Master
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    I tend to lean toward the original poster, only because, if EA claims to have customer service, then they need bring it, not sing it.

    I remember the old days too, I had a slug of a neighbor stealth into my public house and swipe a troll statue, cause I was too naive to take any pre-design actions.
    I thought it fell through, and a GM came and took a peek see....well, he caught the thief walking away and said it was in his backpack. I tried to plea with the thief, but he lied his way into a recall..........etc,etc....

    Bottom line , I did get help. Now?? Who knows, I gave up trying. But I wouldn't quit. I also know of three black gozas I have seen under my house as I recalled in fast, or out or something like that...they're there though.

    Live n learn, but even at 12.99, customer service is customer service,....
     
  20. Rocklin

    Rocklin Guest

    I think 4th man, what I was trying to say was that this is why Mythic/EA has a terrible rep for customer service. Regardless of the severity of the situation, more often then not you get a canned response. For me, this was an important item. A simple "it is not under your house, I am sorry for your loss, we can't replace..." etc. would have helped. Instead the customer service rep chose to push canned response #3 and move on.
     
  21. Tina Small

    Tina Small Stratics Legend
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    Rocklin, it is probably too late to help you, but Miss Echo has some information on her site about using gaza's and house add-ons: http://spellweave.com/NFtips.html .

    I suspect maybe when you went into customize mode, perhaps your chaos tile was sitting on gazas that might not have all been raised the same number of levels. If so, it sounds like the chaos tile deed probably just poofed at that point because it was no longer recognized as something that could be turned back into a deed. Just guessing, though.
     
  22. Sarsmi

    Sarsmi Grand Poobah
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    Wow, this is weird. If it was broken for some reason (like after you placed the chaos tile then lowered the goza mats more than once per goza) then it will have poofed. I'd change my foundation and then check my moving crate after server up just in case. I do not think it would be under the house, but if you are desperate to see then you could go into custom mode and place staircases on the ground floor where the bottom step is above the area of ground you think the tile might be, then hit the transparancy button twice. This will make the "anchor" (tile that the bottom stair step is on) invisible and you can see through to the ground.
     
  23. Funny how everyone calls out Chrissay.

    Should I b*tch at GM cause my Michelins dont perform correctly?
     
  24. Aran

    Aran INFRACTION INFRACTION INFRACTION!
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    That depends, are they OEM tires? :D
     
  25. Made me laugh :)

    My context wasnt quite accurate. But I know what I ment. :p

    EDIT:I must be easily amused but Im gonna add my last line to my sig :p
     
  26. JC the Builder

    JC the Builder Crazed Zealot
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    Did you find the chaos tile under your house? I remember a notice saying that goza mats mixed with house add-ons can cause item loss.
     
  27. Rocklin

    Rocklin Guest

    No I did not. Something destroyed the item. I was sure fired up yesterday though. I am a bit calmer today.

    I stand by calling out Mythic on this though. Regardless if you have 6 million or 60,000 customers, if you want to keep your product selling, customer service is critical.
     
  28. Aran

    Aran INFRACTION INFRACTION INFRACTION!
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    Could it be goza mats under another deedable item which causes them to break did it?
     
  29. Rocklin

    Rocklin Guest

    We are not sure Aran. I was building a museum and the chaos tile was situated on four gozas it the middle of stairs much like the example you can see in the Homes and Castles forum. I had adjusted the house by customizing it probably four or five times yesterday and all of the virtue tiles placed, including the chaos tile had not redeeded. Something funny happened the last time, and the tile was deleted.

    I think the lesson here is be very careful with items floating on gozas. Or perhaps, be careful with multi-tile items situated on goza mats.
     
  30. Rocklin

    Rocklin Guest


    I removed Chrissays name from the post title. I thought she was the customer service lead for Mythic.
     
  31. Kojak

    Kojak Lore Master
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    I already know for sure that putting house addons on goza tiles can cause the addons to poof - it happened to a white pentagram of mine

    it's not under the house - it's gone - just so you know

    if you want to test it, place a pentagram on a goza, raise the goza and then try redeeding the pentagram - you'll see - hehe
     
  32. Aran

    Aran INFRACTION INFRACTION INFRACTION!
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    I phrased it as a question, but it was actually a statement.
     
  33. Amren

    Amren Journeyman
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    They can't just go around and return every item that everyone says is missing. You really don't think EA has some way to "track" every item in the game, because I doubt they do.

    This is kinda standard practice in online gaming.
     
  34. Aran

    Aran INFRACTION INFRACTION INFRACTION!
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    If my experience elsewhere related to UO has taught me anything, they do, they just don't want to set any precedents of usefulness.
     
  35. NewThunder

    NewThunder Guest

    But earlier in this thread you stated the following:


    So clearly you knew there was an issue and did not redeed all you items to ensure they were not lost.
     
  36. Goldberg-Chessy

    Goldberg-Chessy Crazed Zealot
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    1) In your own words you have lost items in the past in much the same manner yet you still were too lazy to deed the item?
    It was of such great value that now you talk of quitting over it yet you just couldnt take the time to deed it? Ridiculous.

    2) Today you claim that you are quitting over lack of Gm customer service while at the same time you point out in your own words that Gm's have come to your rescue multiple times over the years FOR THE SAME DAMN REASON/PROBLEM!

    You are quite clearly contradicting yourself and proving that you have been getting most excellent customer service all along lol.
    I am hoping and assuming that in this last case the Gm assigned to your page finally had some sense and decided to let you pay for your own lazy foolishness. He most likely had 150 other people in que with legitimate issues so he rightly decided to not come AGAIN to help you with something of which you already have known.

    Lastly, I may be off-base on this but I am almost positive that there has been something officially posted about those mats with deedable items so your Gm most likely made the 100% correct call.

    Bravo Gm!!

    Peace out :)
     
  37. Surgeries

    Surgeries Grand Poobah
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    There is a great book called the Oz Principle, that really explains this phenomena rather well.

    My wife and I were "Victimized" by the game mechanic that allows people into a public house, stealthing. Then, when a bag gets set down, the steatlher grabs it, exits, and it's bye bye birdy.

    The "Victim" says that it couldn't be our fault. The person that took the item is to blame! Or the people that designed the game are!

    But no...we all wear our Ruby Slippers...we just don't know it.

    You make great points, IMO, NT.
     
  38. Rocklin

    Rocklin Guest

    I love how the last three posters to a thread that was basically dead, and a problem that was over and done with, have decided in their brilliance to add NOTHING to the thread. I would call this trolling, but instead I will chalk it up to to asses being asses and leave it at that.
     
  39. MuffinBear

    MuffinBear Guest


    I remember being PKed in a dungeon back in 1998 by a group of PKs who then gated to their house saying they would ress me...they ressed me and instantly killed me again.

    That was back when you had the option of ressurecting on the spot or staying as a ghost.

    I left that option up and was telling the red I was going to ressurect on the spot and loot his house when he was gone, he paged a gm and I was suddenly teleported out of his house to the road infront of vesper graveyard by a GMs lightning spell.

    It seems like the GMs just made up rules on the spot back then.



    It doesn't look like trolling or asses being asses...it looks like they made some very good points like this one,

     
  40. Rocklin

    Rocklin Guest

    *sigh*

    Ok Muffin, lets look at these "points"...

    No, not even close to the same manner. In eleven years of playing I have had items fall through floors. For example, when Renaissance came about I had a chest drop through the floor. How is that like a deeded item? How am I lazy?

    Because, as I stated, and you missed, I had customized the house about six or so times before, with the Chaos tile never redeeding. Suddenly it disappeared. And I never said I was quitting.

    This isn't a troll?

    Reread the initial post... Stating I would have to "reexamine my commitment" is hardly quitting. And as stated before it was not even close to the same problem.

    The customer service today PALES in comparison to the customer help of old. This poster was in such a hurry to chastise me he missed the main point. Had a GM come to assist me, I may have been able to salvage the item.

    Another troll and a key point about assumptions. Assume makes and ass out of u and me, clearly you need no help in the ass department.

    Please see the above explanation on assumptions.

    Your entire post was off-base. And the mats problem is still a problem if Mythic or EA acknowledges the bug, yet does nothing to fix it.

    I will fully admit that when I posted I was pretty upset about having lost an item that I valued, and having what I felt was poor customer service on the issue. As I have said, the issue is done and gone. I have learned many lessons from this experience. I have learned that the game still has major bugs. I have learned that customer service can be (not always is) poor. And I have learned that this board still has people that want nothing more than to incite and provoke others on the basis that they believe they can "set people straight".

    Go back and read the constructive posts. Some people still admonished me, but at least they were constructive and brought something to the table instead of "you are lazy, and Mythic has great customer service".

    Hopefully this explains and CLOSES this thread. But knowing the caliber of the people that posted this drivel, I doubt it. Just watch....

    "Peace Out" rolleyes:
     
  41. Harlequin

    Harlequin Babbling Loonie
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    Well then, I can't dissappoint you by not replying then, can I? :)



    First, don't let the loss of an item overshadow your enjoyment of the rest of the game. The item would have still not have been recoverable even had the GM came. Good news is that, a Chaos tile is not a unique item. Lots of people bought extra tiles and will still be selling them. There are also people that still have tickets they are willing to sell too. So there's every chance you can get it back. Besides, Tina has a Chaos tile on Baja that she's willing to let you have.


    On to GM service:

    I actually agree with you that it's alot better to have a GM come check and then inform the player that there's nothing under the house. The current canned message system is not earning confidence, instead it gives the impression that GMs don't really care.

    Now, I totally understand that there are several reasons why they put in this system too. One reason is as Muffin posted - in the past, different GMs did handle similar situations differently.

    So it's important to standardize responses and ensure exploiters can't trick GMs into giving players items (remember neon leather dyetubs and infinite youthful/lvl T-maps etc?) or complain that "How come GM XYZ helped me last time but GM ABC says he can't help". Having prepared templates is also much more efficient and allows a samller team to respond to issues quickly.

    Unfortunately, that efficiency comes at the cost of that "personal touch" and the impression that customeres are being neglected. Perhaps Spada can review the canned response system? In this case, possibly that the GM could explain to the user that they actually did come check, but the tile is not found under the house.
     
  42. Aboo

    Aboo Guest

    Tina, I have to say that not only did you NOT wag fingers at the OP and say that it was HIS/HER fault but you added constructive comments to try and help the OP figure out what happened and to keep it from happening again.

    On top of that you were willing to give something of yours to replace the lost item. We need more people like you in UO!

    To the OP, I'm sorry this happened to you. But keep in mind that there are still people like Tina in UO and most times they more than make up for losing items and poor customer service.
     
  43. Marikar

    Marikar Guest

    Hi,
    this is my first post on stratics. I have been a reader till now. I just wanted to say that I am also on Sonoma and I just lost my Compassion virtue tile yesterday when I went into House Customization mode and then when I got out I found my square gozas in the moving crate but no virtue tile. I also paged a gm and all I got was same message as Jocklan. I did fill out a bug report but it won't bring back my tile:( Maybe if they have another spring cleaning event I can go get another one some day or not.
     
  44. Annienox

    Annienox Guest

    Agreed! It is the lack of customer service that keeps me from fully enjoying the game. When something goes wrong I just cringe knowing that no matter how unfair it is EA isn't going to do ANYTHING about it.
     
  45. Emil Ispep

    Emil Ispep Sage
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    If you 'raised' the chaos tile with an interior decorator, and then went into customization mode w/o re-deeding it, the chaos tile is gone.. it wont be under the house or anything, its gone.
     
  46. LadyNico

    LadyNico Always Present
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    "We have not passed that subtle line between childhood and adulthood until we move from the passive voice to the active voice -- that is, until we stop saying "It got lost," and say "I lost it." ~ Sydney J. Harris ~
     
  47. ages ago i was trying to put mounted pixies on my stairs... one vanished as it was placed... so i stupidly tried to again with another one.. (yes yes idiot) I paged a gm and got a canned responce and nobody came so i paged again... This time a gm did come.. By this point i had started standing in placed where the CoT showed me under the stairs and i could see the pixies under my stairs. That gm said that there were no pixies and said bye bye... So spammed at him to stop and come and stand where i was and i could see them..

    I got them back, but it annoyed me that one gm didnt bother to come and another gm said that there was nothing there when i could clearly seem them... Customer support is ace in UO :(