Game Guides Archive
Thread: Why can't we have real help staff?
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mcpryon
Sat Nov 06, 2004 5:07 pm
#1
First off, I'm sorry for posting this in this forum, but there really isn't a better one...
Okay, today I had yet another encounter with the pathetic excuse for help staff; the CSRs. It really makes me angry that there is basically no help for players (who are customers) in game. I'm sick of being harassed by players and told by CSRs that it's just too bad and I'll have to live with it.
Today I had a new trick played on me, I am no longer able to "add comment" to a ticket. Normally, my ticket is responded to (in a few hours) with the normal cut 'n paste and closed. I usually then add a comment asking why they didn't even read my ticket, which is followed up by the CSR /telling me to "talk about my ticket." This is usually about a 20 second conversation ending with him/her telling me good luck hunting.
My question is why on Earth can't SOE have competent, game-savvy people in Game Master roles? I really can't think of another online multiplayer game that doesn't have some sort of real help staff. I am baffled by my friends telling me stories of people in their games being put in jail and punished for things that CSRs tell us to live with.
Remember the ordeal with the /summon command and players running around stealing droids? Remember how many HOURS that went on? A GM would have stopped that in minutes and punished the player. I'm sure everybody has their own experience with harassment or been stuck for hours or something else that a GM would take minutes to fix.
SOE, do you know how unhelpful your CSRs are? Or are you as clueless to them as they are to the game?
Okay, today I had yet another encounter with the pathetic excuse for help staff; the CSRs. It really makes me angry that there is basically no help for players (who are customers) in game. I'm sick of being harassed by players and told by CSRs that it's just too bad and I'll have to live with it.
Today I had a new trick played on me, I am no longer able to "add comment" to a ticket. Normally, my ticket is responded to (in a few hours) with the normal cut 'n paste and closed. I usually then add a comment asking why they didn't even read my ticket, which is followed up by the CSR /telling me to "talk about my ticket." This is usually about a 20 second conversation ending with him/her telling me good luck hunting.
My question is why on Earth can't SOE have competent, game-savvy people in Game Master roles? I really can't think of another online multiplayer game that doesn't have some sort of real help staff. I am baffled by my friends telling me stories of people in their games being put in jail and punished for things that CSRs tell us to live with.
Remember the ordeal with the /summon command and players running around stealing droids? Remember how many HOURS that went on? A GM would have stopped that in minutes and punished the player. I'm sure everybody has their own experience with harassment or been stuck for hours or something else that a GM would take minutes to fix.
SOE, do you know how unhelpful your CSRs are? Or are you as clueless to them as they are to the game?
Xconxors
Sat Nov 06, 2004 5:19 pm
#2
Sadly, your post is pointless. No one from SOE willever seeyour post, and if they did, It would get the same enthusiastic response you have become used to when you submit a ticket.
I don't bother with tickets anymore. It's just frustrating to build up false hope. In fact- I'm not entirely sure some of the responses I've receivedweren't generated by clever AI... Just look for a few key words and send that cut and paste response.
Kharn_JB
Sat Nov 06, 2004 6:35 pm
#3
mcpryon wrote:
My question is why on Earth can't SOE have competent, game-savvy people in Game Master roles?
Why? Because it would cost "too much" money. Of course it's all relative, but it seems that anymore than the bare minimum is too much for SOE.
Naaxin
Sat Nov 06, 2004 7:48 pm
#4
Have you been to the boards for Worlds of Warcraft? It's scary not only do the dev's there talk to their palyers but they LISTEN!
Yes I know you are used to the "system is working as intended" when you report that asmall blind child hit you for 3000 mind damage with a CDEF walking through the streets of coronet, or how after a year & a half you still can't sit in a chair without sliding halfway across the room, but hey it's SOE.
I have a good friend I have recently lost to WoW because in BETA Testing it's more stable, more reliable, and better service than SWG......sad, sad day.
To you I can only say, go look at the forums of WoW and see why there is a waiting list to join the guild called (IHSWG) I Hate Star Wars Galaxies (No I'm not kidding)
George, next time go with a GAME Company, not a corporation out to make only money and not care about the product they produce.
/stepsdownfromsoapbox
Spacer619
Sat Nov 06, 2004 11:14 pm
#5
By my count by looking at service ticket numbers, SOE is bombarded withseveral thousandservice tickets a day. That's alot of tickets to review, evaluate, and take action on. Its not surprising that Customer Service uses"form letter" responses to respond to the same problems over and over. I've had problems in game before and had to re-submit the same ticketseveral times until I finally reached someone who had the time to personally reply to my problems. I always suggest to my friends to have a little patience and bepolitewhen dealing with SOE. Doing that goes a long way to getting your game problems solved.
Xconxors
Sat Nov 06, 2004 11:48 pm
#6
Spacer619 wrote:
By my count by looking at service ticket numbers, SOE is bombarded withseveral thousandservice tickets a day. That's alot of tickets to review, evaluate, and take action on. Its not surprising that Customer Service uses"form letter" responses to respond to the same problems over and over. I've had problems in game before and had to re-submit the same ticketseveral times until I finally reached someone who had the time to personally reply to my problems. I always suggest to my friends to have a little patience and bepolitewhen dealing with SOE. Doing that goes a long way to getting your game problems solved.
I wouldn't mind waiting a whole week the answer I received was remotely related to my problem.
If cut and paste does not solve the problem, or is the equivelent of "tough nuts kid", then I say step up to the plate- Be a man, and say we're on our own. Don't pretend to offer a service that amounts to smoke and mirrors.
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