Droid Engineer Archive

Just saw this:

Posted: 08-27-2003 03:13 PM

"Currently, a high percentage of our Customer Service Representative’s time is spent answering these resolved issues, limiting their ability to spend time on unresolved issues that need immediate attention. Therefore, in order to increase the response time for current customer service issues, all existing tickets will be purged from the system today."

George M. Scotto

Vice President Customer Service & Quality Assurance

Sony Online Entertainment

Along with a snippet of a patch note on Allakhazam:

"We encourage you to resubmit any open issue you may have and we will work towards addressing it as fast as possible. Please check the website for a full post complete with details."

"...all existing tickets will be purged from the system today."

George M. Scotto

Vice President Customer Service & Quality Assurance

Gee, thanks George. Now THAT is both quality and service! When I have a workload I like to get rid of it by the round file method also...just chunk it in the trash!

I guess no one felt thefour pages of troubleshooting over a period of two weeks forissues with my vendor were needed or wanted. At least this is what you're telling your customers.

All these problems with repeating issues and supposed fixes that aren't...now a quote like this from the VP? I don't blame the CS reps, thisstuff comes right down from the top. Is being able to say that you reduced customer issues by 95% over the previous calendar month at the next big meeting worth it?

Tha'Almun

Well that's wonderful news for anyone who was waiting to be reimbursed for some bug that caused them to lose something.

So I guess my chemical harvester sitting in the same position as someone else's mineral harvester (due to ridiculous spawn-lag after a server restart) is gonna fade away? Because I can select it's radial menu items, but I can't actually select any options without a message that I can't see the darned thing.

I'm REALLY glad it is only a personal extractor, that I can replace for low cost. If this happened to one of my medium mineral harvesters I'd be pretty upset, and losing the ticket wouldn't help any.

I have been subject to 3 major bugs that cost me items in-game. I lost all inventory to a corpse bug in the first week or so -reported but no action.

I lost my entire inventory again to another corpse bug as soon as they turned it back on - reported and CSR reimbursed my MAJOR (I couldn't remember everything I had...)items within 36 hours.

Monday, my heavy mineral harvester up and disappeared without a trace inexplicably and I promptly reported it. I log on last night only to discover that my ticket had been 'closed' for me. So, I filed another one and guess what?- CSR contacted me within an hour or two and reimbursed me last night (Wednesday) upon verification. All in all, my experience has gone from little/no help to help within 3 days to help within 2 days. Looks like steady improvement to me, I can't complain, I give them a B+/A- (just cuz they missed me the first time -but the game was only a week old)... Be patient folks I think they really are trying -and getting better...