Community Relations Archive

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wcmi92 wrote:

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Wookie_Legend wrote:

hell no!

So if a mass murderer helps an old lady across the street he is okay in your book?

Now I'm not trying to compare Tiggs to a mass murderer, but the same logic applies to both anologies.

Tiggs has not been even decent at Customer relations since the CU (and probably a few weeks before when she was ignoring the posts of people leaving the beta). This was a first step in trying to regain her "(and damn good at it too)" tag. But in no way does she deserve to be "Best Employee"

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I myself have come down hard on Tiggs, but I have to wonder how much of her lack of interactivity and customer service is her own doing, and how much of it is orders from Smedley (who presumably is her supervisor)?

I really doubt the poor customer service, and the lack of communication is an accident, or is being done out of pure meanness. This is a $3 million/month cash cow, to behave that way without reason is suicide.

My theroy of the moment is, like before the CU, they aren't telling us anything because they know the answer will anger us and cause many more to /cancel.

I suspect that the truth is that it's going to be months, even a year, before all the fixing, rebalancing, and revamps related to the CU are done, they know this, they know we won't like it one bit, especially given that I'd bet money that there will be another expansion released before the end of the year...

So, they can't tell us that. Since they can't tell us what we want to hear, they will tell us nothing instead, having decided that losing a thousand here and a thousand there is better than losing 50 thousand in a single month.

Message Edited by wcmi92 on 05-29-2005 10:38 AM

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The problem is I bet they did lose 10,000 - 20,000in one month. It might not show up for awhile since people like me are stupid and paid by the year, but I'm cancelling 2 of my accounts for sure, they have until October on the third account, and that just leaves one, my Jedi. My guild is still mostly intact. We had one person come back "to check things out" and he is still giving it a go, but compared to the5 or6 cancelled accounts, that does not bode well for subscriptions. Add that to fact that there are whole guilds quitting and going to WoW. I just wonder how much staff is going to have to be cut since there is less subscription money for salaries. Maybe Tiggs will lose her job, and be SOE's scapegoat.

i thought this thread was a joke

truth is it must be a hard job listening to whines of the community but hey that is the job....

patch 17 addressed little of the bugs and issues and now server lag over the long weekend holiday means i crash when i tru to boot up a vendor (proximity to mos eisley really doesnt help)

i can only play the game at present when nobody else is online

thsi is not customer service

im paying $60 a month for a game i want to play but am beset from all sides by incompetence.

im sorry for the strong wording but after so many months of broken promises , glazing over of issues and inability to listen to your customers im sadly resorted to the only thing that can subside my frustration long enough to be able to try and log back in tomorrow.

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baxnzar wrote:
I have not interacted in any way with even one member of this company's staff and come away feeling positive about the experience.

Honestly, not one.

Since somewhere around March, all that I have seen is sloppy workmanship, insults to the intelligence of the customer base, general lack of knowledge and help from CSR's, lack of communication, and outright cover-ups.

That's my HONEST observation of the current situation.
I'm DYING for them prove me wrong, too. Really, I am.
I'm just tired of waiting.

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The CSR you dealt with is notorious. If you open a ticket and it gets assigned to him, you are best off deleting it rather than giving any feedback, because he looks for ANY excuse to ding an account.

That is the advice I gave my guild...

Frankly, I don't know what to do about the incredible state of community relations, other than to hide and wait for the inevitable, as you can't give feedback here or anywhere else anymore. You certainly have nowhere to go with a complaint about the behavior of SOE employees, 3 letters to Smedley detailing abuse with backing proof have gone unanswered, so I give up.

Sooner or later, Mr. Lucas is going to take an intrest in how his good name is being represented here.

When you get frustrated, just repeat to yourself as I do: "this too shall pass" until you calm down.

Message Edited by JackGil on 06-02-2005 08:36 AM

/takespost

/throwsintotrashcan

/setsonfire

I was blatently lied to by a CSR yesterday and nobody has even contacted me to even ask what happend. You can not be the director of customer relation and be considered good at your job if you don't even look into claims of lies in your CSRs. As far as I'm concerned this would be grounds for termination for a supervisor if I ever found one doing this in my company.

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NeoDaywalker wrote:

/takespost

/throwsintotrashcan

/setsonfire

I was blatently lied to by a CSR yesterday and nobody has even contacted me to even ask what happend. You can not be the director of customer relation and be considered good at your job if you don't even look into claims of lies in your CSRs. As far as I'm concerned this would be grounds for termination for a supervisor if I ever found one doing this in my company.

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I am the Senior Systems Engineer for the IT services company that I work for. Part of my job is to monitor and maintain our standards of service and technical excellence, and that includes grading and even firing helpdesk and other personnel.

Suffice to say that I've witnessed and personally experienced enough stuff in game, and in forums to be able to say that I doubt many who post here from customer service/relations would be able to hold a job for 5 minutes on my staff. If my staff behaved the way I've seen some of SOE's behave towards customers, it would cost my company hundreds of thousands of dollars in revenue.

Also, as someone who paid his dues on a computer helpdesk moving up the ranks (and still have to occasionally), I can tell you that people in IT support MUST have VERY VERY THICK SKINS. You aren't ALLOWED to have a temper.

We take MUCH unjustified crap from clients. That's just the way it is, IT people are almost always dealing with a crisis, something is down, the client is losing money, and oftentimes, will take it out on us.

You just have to take it. No one has ever won a "urination" match with a client (ie: he who gives us money and pays our salary) and no one ever will.

That isn't the way it is done here. Moderators and customer relations people seem to go into everything with a chip on their shoulder. That isn't how it's done, and that's a huge thing in need of reform.

Personnel who are forum and in game customer service people shouldn't be allowed to have tempers, and should go into the job EXPECTING to have to take crap, some of it justified, some of it NOT justified, and smile, be polite, and bear with it, because the jerk on the other end may be right (we all make mistakes, even me), and even if he isn't, he's paying your salary.

Then afterwords, go out for a beer and lightsaber duel the rest of your staff like mine does

Message Edited by JackGil on 06-02-2005 05:49 PM

I must respectfully disagree. She was involved in the recent mistreatment of the GCW correspodent. We shoudln't be thanking her for running off one the best player correspondents we have.

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jphillips1868 wrote:
I must respectfully disagree. She was involved in the recent mistreatment of the GCW correspodent. We shoudln't be thanking her for running off one the best player correspondents we have.

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I'd not agree to be a correspondant if they let me have 5 accounts for free... Or even if they paid me.

Not touching THAT with a 10 foot pole. They are in a no win situation.