Community Relations Archive
Thread: Double Experience as a Compensation
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Tjak
Thu May 12, 2005 12:20 pm
#1
I have been playing StarWarsGalaxies since April 2003 (beta).
I thoroughly enjoy the game but I have since the time I started to play seen examples of horrendous management and customer relations in regards to the game, its players and the customers of SOE.
Last week after the Combat Upgrade patch we have been awarded "Double Experience Week" as a thankyou from SOE.
In the past two years I have played this game I have seen SOE promise one thing and deliver something else (if at all).
Server resets (which were a daily ocurrance until the last quarter of last year).. We were informed in late summer/early autum 2003 that the server resets would be stopping totally. We are now down to server resets on Monday, Wednesday and Saturday..
In effect we are still paying for downtime that should have stopped long ago.
Add to that the constant "maintenance" work which is whenever SOE like to do it.
Since the CU we have experienced an unnacceptable number of server downtimes. Most due to server faults and not bugs with the CU code.
For the last 3 days numerous servers have been having random "Your Connection to SWG has been lost"...
When you try to log in we are shown that the server is "Loading".. This happened approx 6 times yesterday on the Chilastra server.
We are losing not only the time online that we have already paid for but also have a chance of losing experience already earned for that character... Jedi in particular.
If you go linkdead whilst fighting there isnt much you can do about it.
The problem is that the CSR's are not CSR's... There is no Customer Support.. its a contradiction in terms.
Now I do not blame the CSR's as I am aware that they are put in certain positions by SOE and are given instructions of what they can and cannot say or divulge about faults, patches, bugs etc..
What I would like to see is a system that compensates players for their lost time.
I personally cannot log into the game every day.. I work shifts and I log in on my days off.
If the advancement of my character/s during my days off is totally ruined by a server fault then I feel (as Im sure most others do) that the time we had taken to gain that experience would be compensated for.
I log into the CSR Chat on the launchpad as soon as servers crash or are brought down just to check the information.
The CSR's are too slow as responding to the faults reported to them. The banner and server status should be updated quickly... not after prompting from 85 players in the chatroom.
I see people asking for their money back for that time period of play.. They are not going to get it.
A fair system which would please all sides would be implementing a double experience bonus if cusromers/players are inconvenienced by a fault attributed to the StarWarsGalaxies SOE infrastructure.
I hope that you players all would agree that this would be a perfect way of not only apologising for the fault/outage but also a good customer relation exercise in restoring the bond between customer and provider.
T'jak Erattic
Padawan Jedi
(PLD)
Chilastra
Atice
Thu May 12, 2005 2:46 pm
#2
Absolutely T'Jak I couldn't agree more. Especially for jedi there's no better way to say "We're sorry for the inconveniance!"
Atice Valormorias
PLD
Chilastra
baxnzar
Fri May 20, 2005 10:58 am
#5
I want an appology for forcing a bad sytem on us in a hurry- even though we spoke out about it BEFORE CU broke the game.
I want SOE to admit they made a mistake and fix it.
I want compensation of SOME REDEEMABLE sort for my lost armor- lost xp- lost skills- lost weapons- and lost faith. (Sorry a plaque and one week or double xp is unacceptable, considering our time and efforts wasted)
I want SOE to admit they made a mistake and fix it.
I want compensation of SOME REDEEMABLE sort for my lost armor- lost xp- lost skills- lost weapons- and lost faith. (Sorry a plaque and one week or double xp is unacceptable, considering our time and efforts wasted)
munhihausen
Sat May 21, 2005 10:12 am
#6
You guys are really out there. Everything is working as intended. The Combat Upgrade is a huuuuuuuge success. Just keep paying for a couple more years of BETA.
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