I know that customer service for UO has been pretty bad for quite some time, but lately they seem to be completely out of touch on so many levels. I recently acquired a new account (like my husband and I needed another account lol) and I wanted to use the account transfer service (I have done so in the past, so I am not new to the procedure). I followed the link on the UOHerald site, which takes you to this: http://support.ea.com/cgi-bin/ea.cf...p_accessibility=&p_page=&p_lva=6174&nextlink= It is a word document that contains sections for both parties to complete and mail/fax in and directions to do so. Both parties are instructed that they need to call EA and when to do so and what number to call. Then the problems started – the person on the other end of the line at first had no clue anything about an account transfer service. Then comes back and says that it is an online feature and must be completed online (Though it isn’t and they couldn’t provide a link). After quite some time (we are talking hours) they finally figure it out, sorta – they say all that needs to be done is to go in and remove the billing information and enter new owner information in place of current owner. Okay, duh, I could’ve done that. One of the major points to the account transfer service is that it is supposed to remove any adverse marks from the account. They did not know this also. So how in the world am I supposed to know for sure that everything was removed? I contacted CS and they said that they cannot give out that information. Another call I had to make was a problem with upgrading one of my accounts to SA. The first rep I spoke with said that I could not upgrade yet, as had not been released yet. This was two months ago, tops. He had to refer me to tier two help. Then the whole fiasco with the goza’s (and other house designs)! The CS department starts dealing out suspensions (since we have been informed that a suspension is not a ban, but you still cannot play and to most players, they are the same thing and both result in a mark on your account) for features in game that we have not been officially been informed of being not allowed. This is not acceptable. There is major miscommunication on multiple levels here. First, the players not being informed beforehand of the new design restrictions (gozas, door issues, etc). And deffinately somewhere between the development/production team and the customer service staff. With using the Falling Waters Fortress as an example – Mesanna has been there and even built a wonderful banner to tie in with the amazing design. If the design was not allowed, why would she have done that? Why wouldn’t she say something about it when she was there? Where was the miscommunication? Was the design already not allowed and for some reason Mesanna did not know this? Was the design allowed and the CS reps not know this? Who decides what is allowed and not allowed in game? On stratics, we know that the following read (and sometimes respond) here – Associate Producer, Producer, Systems Designer, Associate Designer, Engineer, Lead Programmer, Designer, Associate CG Supervisor and a Liaison. With the exception of maybe the Liaison, none of the other jobs seem like they would be involved with Customer Service. Shouldn’t there be a Customer Service Representative that comes to see what is actually going on? Is the Liaison supposed to report back the problems that people are having with the CS department? And if that is the case, and he is doing his job, then the ball is being dropped afterwards. Is there someone we can contact? I do understand that the CS department is not just handling UO, but other games as well, but there are so many problems. I think that UO at least needs a Customer Service Liaison. Someone that can report real issues and problems with the CS for UO only (and not just someone b*t*hing and moaning about something they did wrong or not having someone respond when a response was not actually needed). This person wouldn’t even need to be someone that works locally. It could be done from home. Take complaints, sift through them and then create a report on a certain time interval, like bi-weekly. If there is already something like this in play, I do not believe that it is working in the currently implemented fashion. I think that the current Dev team is doing a great job on the whole (you cannot please everyone), though communication could be a little bit better, so we just need to see where the ball is being dropped with the Customer Service Department.