Community Relations Archive
Thread: Public Apology Required. (repost)
Treena_Daal wrote:
Public praise does wonders for employee morale.
And if somoene has employee morale problems, they need to look at management. That's usually where the problem is.
Mythor wrote:
(This is a repost since the original has disappeared.)
That should have been a hint. Don't hold your breath.
Add to that I have a character I can't level right now without having every BH in the galaxy after him.
Sorry, customer service has done a VERY substandard job, either because of policy, or because of extreme under staffing (you do get over $3 million dollars a MONTH in gross revenue from subs guys, you CAN do better than this, you just WONT).
I for one am sick and tired of seeing myself and others go to the CSR's with the same problem and ALL getting different answers and results. There is NO CONSISTENCY WHATSOEVER in your management.
As I said on the previous thread that got deleted, if you feel you MUST buck up the morale of your CSR's (I'm sure they need it as they have to directly taste wrath from players, you dont), do it internally. You don't need to do it here where doing so is an insult to your paying customers.
Between Tiggs's CSR post, John Smedley's letter, Blair and Rogue_5's other delusional rants concerning CU acceptance and popularity are so disconnected from reality, I honestly wonder if the elevator goes to the top floor over there.
The longer the CU goes massively broken, the more frustrated and angry I get with the management of this game. I see no evidence of any sort of unusual effort to fix the problems. We haven't had a significant fix in DAYS (despite live now being the test center), and major massive problems KNOWN BEFORE CU RELEASE remain unaddressed much less fixed.
Frankly, I'm fed up. Consider this post my vote of "no confidence" in the community relations manager, John Smedley, and everyone else responsible for making the decisions that has led the game to it's current state, and who UNNECESSARILY created all the anger that players now have with this game.
Treena_Daal wrote:
Public praise does wonders for employee morale.
Undeserved praise is hollow too.
Look, I'm sure the CSR's (outnumbered 5000-1 no doubt) are doing the best they can. The state the game is in is NOT their fault, it is the fault of Tiggs and the other Devs, and ultimately John Smedley himself.
Our negative reaction to Tiggs' post should not be directed at the CSR's themselves, but at the fact that the customer service in this game is subsandard on it's best day at the moment.
The responsibility for that, again, lies with the management, who I point the finger of blame at, and frankly, expect to see some people lose their jobs over this. I know for a fact that if I mismanaged a project as badly as the CU and ROTW have been, I'd not likely ever work in IT at that level for years.
And I AM an IT project manager (among my many hats, from system administrator on up). Just designed and sold a customer (a hospital) a million dollar network today, which will be supporting over 700 desktop users, which I will be managing the deployment of. I know HOW good IT operations are supposed to work (SOE is fundamentally a specialized IT operation after all) and I know good and bad practices when I see them. The fact that they did the database migrations without A CURRENT BACKUP (which screwed us on Bloodfin out of days worth of xp, quests, rewards, etc) SCREAMS of the lack of industry standard IT practice over there.
If I took over the SWG project manager's role, there would be many firings, I can tell you that. I have BEEN brought into IT houses in the past to do just that as a consultant.
If SOE were to hire me, many things would change, I can assure you of that.
Message Edited by wildcat84 on 05-17-2005 04:16 PM
ComCypher wrote:I was really surprised that Tiggs had even started that thread. The second I read the thread title I knew it would attract every troll in the galaxy. The fact of the matter is, any time a dev starts any thread it becomes a troll magnet and people will try to think of something negative to post, no matter how mundane the thread subject actually is. Here a few (slightly fictional) examples:
Dev: The fanfest will be held in California.
Troll: I can't believe it, California? Why is it never held next to my home in Bluebill, Nebraska?Dev: Servers will be coming down for maintenance at 12:00 P.M. PST.
Troll: Oh great, thanks for doing it on the one day I get off from work. Maybe I'll go try WoW, I hear their servers are up constantly.Dev: Here's a tuesday tip--you can send a tell to several people simultaneously by separating the names with a comma.
Troll: Wow, every person who has been playing for more than 1 day knows that tip. I'm paying $120 a month (8 accounts) for these tips, I might as well cancel them.And so forth (the real trolls are a little more creative than I am
). For what it's worth, I can honestly say I have never had a bad experience with a CSR. Each of the three times I have needed their assistance, they have performed their job in a timely fashion and without any "canned" responses.
LOL
So true.
Treena_Daal wrote:
Public praise does wonders for employee morale.
Good customer service does wonders for ANY business. I wish we got it in game. An honest opinion- not a troll.
Treena_Daal wrote:
Liguori wrote:
Can you say, "I am a CSR plant."
Is that your answer for everyone who isn't upset about the changes?
That's not a denial
