Customer service improvement needed

[Sigurd]

I keep reading the spam from the GMs about petitions and their being deleted if not X.

Well, finally I needed a GM to help me out. 2 Nights ago I was killed by the Fallen Trees by 2 beetles (yes, embarassing - was lvl14, my defense is wife was talking I was looking at her spamming my nuke knowing I had the bug pwned... didn't realize 2 were on me hehe oops)

I go back, its close to altar and no tombstone. While later get someone to verify it isn't there in case was just my UI (I relogged) the red dot shows the spot I RECALL dying at so that isn't it. It WAS on a hill though...

I decide to do nekkid missives to pass the time. Log our 3 hours later ;P
Log in last night 9PM. Logged out at 5AM (half day at work) - I left the toon logged in with an AFK message on to move the invis tombstone - no tells were received.

To add to the issue, when I logged in at 9PM my corpse was no longer in the journal locs. The night before and last night I tried /targetmy over the body. Both times said no corpse w/i 400m (ie: when loc showed me on the body and when last night body loc gone)

After hearing in /region more than one person waiting 3 or 6 days, I summoned my body. I wish I had asked the previous night instead of believing that with them only answering Stuck/lost stones/etc the response would be reasonable (< 1 hour to 1.5 max)

Due to my own fault, I missed out on getitng Lurker gear easily for myself (yes, not the best etc - I don't BUY gear tho and that is close and easy) - it was the first time I went to that camp and finished the cloak quest nekkid but didn't want to go in the bldg without gear assuming those fights are harder.

Patch came and when I did go in after summoning (losing all the EXP, which they will never return if they could - cos they will say like in EQ "you could be lying" - and ~2s in repairs (full packs hehe) but that's trivial and the EXP is not REALLY a big deal, I dinged 15 before logging anyhow.

But it does make me worry about future issues of this sort. And I never like my first CS experience leaving a bad taste in my mouth. I brought in yet another member last night (Hessian, if you see him - /wave on Thunder) and still have to say I love this game, just also have to tell him that at the moment CS is worthless in any sort of realtime. Atm they are good for non-emergencies and what the heck IS that good for then? I know they are working hard but we need to figure out something.

An improvement to petitions would be a 1) Stuck 2) Lost Tombstone 3) Lost items (this can probably be responded to slower, depends on the item) 4) Harassment 5) Character Issue (I have no idea what this is exactly if it isn;t hust the first 3 choices I added?) 6) Game issues (not sure what falls in this either) The last 2 need more refinement or removal from choices imo.

Then the GM client can move the pets up in priority queues based on category. If someone lies about category their petition is unanswered/deleted and repeat offenders should be flagged and whatever you guys want to do with them - berate or nothing ;P dunno.

Right now the 2 categories are vague so people cannot be helped in a timely manner.

[Fyrestrom]

I totally agree with Sigurd. The GM support is very very poor for a game this early in release. Sigil, what steps are being taken to improve this performance?

On another note, what I have seen from the SOE Technical Support side has been poor as well. I have not needed them, but have read many many unanswered posts on the Tech Support Foums.

[sorkvir]

I'm hoping that it's a matter of being 'understaffed' (*crosses fingers) and I'm seriously hoping it gets better.

I get frustrated because of the blatent deleting of the Petitions with no response back. It makes me feel that my issue (either serious or not) is not important and that's bad from a customer service point of view.

I hope Sigil realizes that people petition because they have a problem that the feel is big enough to need a GM. I mean come on, we spend some time playing, so our characters mean something to us. And having our petitions go poof with only a server wide message (which you can easily miss if you're not logged on) is just a slap in the face.

[Ceyllynn]

after repeted pets about lost items and exp.. and none of them due to dying.. i have given up on CS in this game..

i actually had to explain to a gm the other day why the name fuxoo genlee was offensive!(that's 1 of only 3 times i've even gotten a reply from a gm.. the other two times were good tho)

basic conversation:

GM: the name Fuxoo is borderline.. but he does have the last name genlee... and the last name is fine.

me: try saying it fast...

Gm: hmmm

me: don't take offense.. but it's frackyou gently with a few letters missing to avoid the obvious naming policy...

GM: ahh i see!

i got one reply about a level 40 wolf killing all the newbies in derogar's the first night.. about 1 1/2 2 hours later

i got one nice reaply about my reaping/harvesting problem and the GM was nice enough to say he couldn't help me even if he ddid know how, which he/she honestly didn't

but a reply about lost exp and items? nothing

i've given up, i'll report an offensive name, but anything else? why bother?

oh and then there is the joyful name running around Hardnips Pimperslap.. rude guy i might add.. have i gotten a reply or anything on that? noppers!

CS in this gmae is for the birds.

yes i am angry

[Iendan]

:P i didnt see the problem with that name at first either...

tbh, i wouldnt have thought gm's could help you with missing items/tombstones/exp, just seems like something that couldnt be verified and also i believe its kinda beyond gm's power to give exp, tho i dont know...

[Shinto]

I thought the name was obvious. Then again, I've been reporting illegal names for the past few days, so I guess I was a bit more tuned in than most. The GMs have responded to those for me, but those are the only ones that they have answered recently.

[Sigurd]

Originally Posted by Iendan

:P i didnt see the problem with that name at first either...

tbh, i wouldnt have thought gm's could help you with missing items/tombstones/exp, just seems like something that couldnt be verified and also i believe its kinda beyond gm's power to give exp, tho i dont know...

Actually Iendan - missing items and tombstones are EXACTLY the types of pets they say in the allchats are able to be responded to, saying pets will be deleted UNLESS it it is one of three-four areas, those 2 are included.

[Iendan]

Originally Posted by Sigurd

Actually Iendan - missing items and tombstones are EXACTLY the types of pets they say in the allchats are able to be responded to, saying pets will be deleted UNLESS it it is one of three-four areas, those 2 are included.

perhaps im looking in the wrong spot but this is the only quote i can find about what to petition and what not to petition

If players have an issue where their character becomes stuck, they notice a policy violation, or a game community issue please use the /petition command and let us know. In your petition, make sure to give as much information about the issue as you can. Please be sure to include location, chunk names and any other pertinent information. Customer Support and the Petition Queue are not meant to be used for general information, quest information or bug reports.



Customer Support cannot help with:

* Items that have been deleted or sold.
* Non-functioning quests.
* Issues caused by a custom UI.
* Wrongly chosen quest items or claimed rewards.
* Account issues.
* Billing or technical support.

[Ceyllynn]

they say tombs in the gm spam..

[Iendan]

ooo...ok, i havnt been ableto play since launch so i havnt heard any of the broadcasts ...