Customer service improvement needed

[Vlawde]

Wow, very cool to see Elrar posting here and responding to concerns. About time we got some recognition and interaction from Sigil!

[FEDS-91]

Originally Posted by Elrar

Hey guys,

We know it's tough, and the line of petitions is long, we're working on tools to improve the efficiency of answering petitions and create a better flow, but the truth is we need more manpower, we've hired multiple new GM's in the past few weeks and continue to hire more, the department just isn't where we want it to be yet.

Another repercussion of launching too early, and its not acceptable, we know this. But that's the reason.

Sorry folks, but thanks for your patience

Having a friendly and active and responsive CS is very important to us, and we're doing all that we can to facilitate that need.

Glad to hear it. Very happy actually. Kind of figured things were probably going that route but, you never know for sure. Thanks!

[Ceyllynn]

Originally Posted by tehgeek

Perhaps I'm lucky, I've only /petitioned once (in Retail), and got a response in less then an hour. Also had no problems when contacting GM's in Beta ...


::edit:: Has everyone here complaining about CS also posted on the Support Forum, like Sigil suggests?

yep geek.. and no reply


thanks for responding elrar!

[Lochar]

Originally Posted by Elrar

Hey guys,

We know it's tough, and the line of petitions is long, we're working on tools to improve the efficiency of answering petitions and create a better flow, but the truth is we need more manpower, we've hired multiple new GM's in the past few weeks and continue to hire more, the department just isn't where we want it to be yet.

Another repercussion of launching too early, and its not acceptable, we know this. But that's the reason.

Sorry folks, but thanks for your patience

Having a friendly and active and responsive CS is very important to us, and we're doing all that we can to facilitate that need.

I just wish you guys would have a stuck or another option that flags as immediate attention.

You dont know how frustrating it is to die during a CTD and come back and no tombstone or corpse to come back to. It seems to occur if get killed at a chunk line. Basically me and friends had to eat experience because of this and because after 4hrs no response from a GM. Losing equipment is one thing which can be waited on, having no equipment and making toon virtually unplayable is something that needs attention quickly.

I understand the game launched early and you guys got caught with pants around ankles but this isnt our fault and we are trying to be patient with a buggy game but you would think all the previous MMO experience you have onhand that someone would of realized that GMs would be flooded on day 1 of a buggy release and that you need a better priority system in place to be able to field the tickets better.

And you know what? After 4+ hrs even after I never got a answer to my petition, not one email response like I have gotten saying sorry our game caused you misfortune, heres 30c to help pay degrade fee for taking a death hit. We lost time and expenses and never once got I am sorry I got petition too late, its just shrugged off and deleted. We didnt even get a please file a bug report.

You dont just need more people you need a better response system. SOE made me mad when they went to a outsource mode and had people who dont even know the game replying with the same scripted crap.

I've done CS jobs for 20 yrs and trust me, its not just manpower you need but also some more training. I am sorry to be so blunt, but I am having a hard enough time trying to get friends to play when the ones I do play with get stupid to no responses by GM's. Granted some are expected but dont try to clear the ques with rapid responses without thinking about the problem. I once had to explain myself 10 times, ten!. to a CSR person in SWG and it wasnt until I got a supervisor to email me that the light finally clicked on and they finally understood what I was saying.

Anyways I bitched enough, your system definately needs a major overhaul or at least a better tuned system with extra manpower. You also need to classify your headings better since petitions aren't bugs (which seems to be what the headings were for) and to encompass emergency attention grabbers.

[Fyrestrom]

Originally Posted by Elrar

Hey guys,

We know it's tough, and the line of petitions is long, we're working on tools to improve the efficiency of answering petitions and create a better flow, but the truth is we need more manpower, we've hired multiple new GM's in the past few weeks and continue to hire more, the department just isn't where we want it to be yet.

Another repercussion of launching too early, and its not acceptable, we know this. But that's the reason.

Sorry folks, but thanks for your patience

Having a friendly and active and responsive CS is very important to us, and we're doing all that we can to facilitate that need.

Where can I apply? I always wanted to live in California!