Feedback on the new Customer Service system

[menelaus109]

<div></div>  I used the online system to feedback a housing issue and i received two automated replies, one detailing my issue and one with the CS response however the CS response was in German (i presume?) My original question was in English and i play on an English language serverThe CS response was the stanadard one asking for more details and included the option to update my issue by responding to it so they could look into it The CS issue reference was 061017-001123 <div></div><p>Message Edited by menelaus109 on <span class=date_text>10-18-2006</span> <span class=time_text>01:04 AM</span>

[SisterTheresa]

<DIV>Ouch ...</DIV> <DIV> </DIV> <DIV>I still haven't gotten a response.  I usually get it faster IN game.</DIV> <DIV> </DIV> <DIV>-=sighs=-  I like the old way better.</DIV>

[Hamervelder]

I definitely like the old way better.  The new way is not streamlined, it's not convenient, it's not easy to use.  We can't even search for a specific topic anymore in the help menu.  The help menu, by the way is <i>horribly</i> outdated.  The guild help, for instance, still talks about guild patrons, which have been gone for ages.<div></div>

[menelaus109]

<div><blockquote><hr>Hamervelder wrote:I definitely like the old way better.  The new way is not streamlined, it's not convenient, it's not easy to use.  We can't even search for a specific topic anymore in the help menu.  The help menu, by the way is <i>horribly</i> outdated.  The guild help, for instance, still talks about guild patrons, which have been gone for ages.<div></div><hr></blockquote>I agree, i much prefer the old system. Even though it had problems at least you got the feeling that something was happening and someone would contact you ingame, the email response although very quick (less than 20 min to respond even if it was just asking for more info) doesnt give the impression that your issue is been looked at</div>

[menelaus109]

Another admittedly small annoyance, i had an open CS before the changes and whenever i log into the game it says the CS ticket has been updated, however i have no way of accessing or deleting it now<div></div>

[Prrasha]

Beyond that... does the new system work correctly in non-microsoft browsers?  I use Opera on my game machine, and after the login screen, it spins its wheels for a while, then comes back with a highly useful 'a general exception has occurred' page.  Couldn't tell if it didn't like my browser, didn't have enough bandwidth to process all the incoming requests, or if the page was just down.  I couldn't even <i><b>file</b> </i>a petition last night! So, yeah, the new /petition system is about as useless as possible.  (This was on Live, BTW, trying to report an exploit.  Botters rejoice, you may be safe for a while...) <div></div>

[menelaus109]

Worked fine with Firefox<div></div>

[Methriln]

THink this new system is more of a inconvenience that a benefit

[Vuz]

New system is so bad, I will not even bother to help SOE with any reports of players performing illegal acts, it is too much of a hassle, not to mention IE lowers my framerate. Bring the old system back, the new system is horrible, sorry SOE, you f***** up.

[Vuz]

<blockquote><hr>menelaus109 wrote:Another admittedly small annoyance, i had an open CS before the changes and whenever i log into the game it says the CS ticket has been updated, however i have no way of accessing or deleting it now<div></div><hr></blockquote>Same thing happened to me.

[Rutabegah]

Yeah systems that are barely or just above required system specs are not going to like this.  Opening browsers and navigations in the background is going to choke some systems.

[noetici]

<DIV>I generally consider myself optimistic, when I heard the new system I was skeptical but figured I'd try it, see what happened.</DIV> <DIV> </DIV> <DIV>This evening, I get a tell advertising plat. Ohhh kay and here the adventure begins. I type /report merely out of habit, and then /petition. Up pops the window saying Press this button to open your web browser! So, I click it and... nothing happens. ? Try it again. Nope no go. Minimize Everquest and wait about 45 seconds just to be sure. Nope, nothing. I have 1.5G memory btw, and generally it'll take a few more seconds than normal to open IE, so I wasn't toooo surprised. Faithfully, I retyped the address from the helpful MOTD in IE. Noting that many people would be confused by the lack of anything suggesting reporting another player or problem,  I selected the proper tab. It asked me to login. Did so, and then it said it was sending me an e-mail, verifying my address. No problem, typical web system. I wait a minute or so, log into my e-mail, find the e-mail from SoE, and click the link. After a few seconds, the page finished loading, cheerfully alerting me that my code was invalid. Umm. I tried clicking the link a few times, eventually gave up, closed all the windows, went back to the address, and it allowed me to file the "question" (aka, petition).</DIV> <DIV> </DIV> <DIV>Could have been worse, but hardly up to web standards. I've signed up to a lot of websites, forums, etc, that required confirming a code via e-mail for my e-mail address. I've NEVER had it say my code was invalid. WHO had the idea to move the /petition system out of the game? In game issues should be handled IN GAME, especially with a game that's as resource intensive as Everquest is. Do you REALLY want to make an entire raid force pause whatever they're doing, minimize the window, wait 50 seconds for Internet Explorer to pop up, let alone load each of the sites necessary to actually file the petition, AS WELL AS check their e-mail?</DIV> <DIV> </DIV> <DIV>Balance, 70 Brigand</DIV> <DIV>Liloo, 69 Warlock</DIV> <DIV>Shavaun, 70 Warden</DIV> <DIV>Crushbone</DIV>

[Cowdenic]

I used this new system. Actually got a GM who was decent (even though I had to explain things to him a few times) that all being said, the new system is horrible. Put back the system in game or streamline the system you did have or something. This new system is BAD not to mention there is no way IN GAME to know when a GM responds to you.

[madha]

Old way much better now you only need to hire 1 guy to circular file our complaints and dropping to Desk top sucks realy badly

[thisnamesux]

I would venture to say that most of us here thought it was simply impossible for SOE's customer service to get any worse...then they go off an prove us wrong.

[Mee]

<DIV>Have to apologize I haven't really been following this customer service system.  But from what i read. You can no longer /petition in game? Sounds like you have to go to windows mode or have to log out of eq2 to do a petition?  if that is the case i think SoE took a step backwards.  Or is this new customer service system designed for people trying to log into eq2 for the first time and have a way to talk to SoE quick  about problems logging in?</DIV>

[noetici]

<DIV>Your first guess is correct. When you type /petition now in game, it pops up a window asking you to open a web browser window to go to the support/customer service website where you can file the petition.</DIV>

[Catria]

Simply put... I hate it!

[Rhona]

I don't know if it's a time-of-day thing, but after the blurb in the updates section, I tried to follow the instructions to look at the status of a /petition I entered yesterday.None of the generated links to soe-ing.custhelp.com would work, even though I entered correct data at the log-in-again pages.  Here's s sample failing ink:<https://soe-ing.custhelp.com/cgi-bin/soe_ing.cfg/php/enduser/myovr.php?p_sid=hrD2xwki&p_accessibility=0&p_sp=cF9zcmNoPSZwX3NvcnRfYnk9JnBfZ3JpZHNvcnQ9JnBfc m93X2NudD0yMjk3JnBfcHJvZHM9JnBfY2F0cz0mcF9wdj0mcF9 jdj0mcF9zZWFyY2hfdHlwZT1hbnN3ZXJzLnNlYXJjaF9ubCZwX 3BhZ2U9MQ**&stationName=N&stationId=I&stationName=lN&stationId=I&stationName=N&stationId=I&stationName=N&stationId=I&stationName=N&stationId=I&stationName=N&stationId=I&stationName=N&stationId=I&stationName=N&stationId=I&stationName=N&stationId=I&stationName=N&stationId=I>The failure may have something to do with the many, many times the station name and ID were included in the generated link.  (I changed the Name to N and the ID to I to reduce the size of that line.)Rho<div></div>

[Banditman]

Terrible new system.I lag terribly when I go to windowed mode, and then have residual lag when I go back to full screen mode that lasts until I quit and restart.I can only assume that I am not the only one who experiences this sort of problem.At the very least, you should make this new system compatible with the in game web browser.I cannot help but feel as though this change were being made in an attempt to reduce the number of CS issues by simply making it too inconvenient or annoying to bother using.<div></div>

[BlackVelve]

<DIV>It's one of those things that sounds good on paper but in implementation it's inconvenient for the customer.</DIV> <DIV> </DIV> <DIV>I dislike it considerably.  I can only guess they went to this because of the canned software out there that can pull data reports from the petitions via web instead of having to write scripts to yank it out of eq2 and spend engineering time customizing it whenever there are changes.  Someone mentioned in game that the software interface looked familiar.</DIV> <DIV> </DIV> <DIV> </DIV>

[Mee]

<BR> <BLOCKQUOTE> <HR> thisnamesux wrote:<BR>I would venture to say that most of us here thought it was simply impossible for SOE's customer service to get any worse...then they go off an prove us wrong.<BR> <HR> </BLOCKQUOTE><BR>Careful.. next they will tie the ingame petition/New Customer Service system to only work during there phone support hours too!

[Kamimura]

I really do not like the new system either, for many of the reasons listed above. :smileyindifferent:

[BlindPari]

<DIV>The new petition system is infinitely frustrating, as I am on dial up and it causes massive lag, and logs me back to character select any time that I try using it.</DIV>

[Maroger]

<DIV>I can't believe they wasted development time on this mess.</DIV>

[Vuz]

I really hope SOE appreciates our feedback and notices that every reply so far has been to the dislike of the newly implemented system, change it back, the new system is horrible.

[BlackVelve]

<DIV>Used it tonight and it went well.  Got a very detailed response that was helpful and it was timely.</DIV> <DIV> </DIV> <DIV>I still feel a little reserved for the people that do have issues with running eq and also the web at the same time.</DIV> <DIV> </DIV> <DIV>That is the only thing at this time I can see that is a major royal pain.</DIV>

[BlackVelve]

<DIV>To a lay person, I can see why it looks like the most stupid move ever and waste of resources, yet from the engineering and mgmt and business perspective, it's actually pretty smart and not only increases their profit margin but may allow them to pass that savings on in the long run via incentive plans to customers.  </DIV> <DIV> </DIV> <DIV>Let's see, pay a software engineer to write scripts to pull specialized data from eq2 65K a year minimum and hope he/she doesn't leave (and believe me that is BARE minimum lol)?  Or used canned software (or minimal interface changes) to  a web person for about half that....not a hard business decision to make.</DIV> <DIV> </DIV> <DIV>Got to think business $$$$ when these changes are made.  Spent many of time in software and mfg group meetings hehe.</DIV> <DIV> </DIV> <DIV> </DIV>

[Kenazeer]

<BR> <BLOCKQUOTE> <HR> BlackVelvet2 wrote:<BR> <DIV>To a lay person, I can see why it looks like the most stupid move ever and waste of resources, yet from the engineering and mgmt and business perspective, it's actually pretty smart and not only increases their profit margin but may allow them to pass that savings on in the long run via incentive plans to customers.  </DIV> <DIV> </DIV> <DIV>Let's see, pay a software engineer to write scripts to pull specialized data from eq2 65K a year minimum and hope he/she doesn't leave (and believe me that is BARE minimum lol)?  Or used canned software (or minimal interface changes) to  a web person for about half that....not a hard business decision to make.</DIV> <DIV> </DIV> <DIV>Got to think business $$$$ when these changes are made.  Spent many of time in software and mfg group meetings hehe.</DIV> <DIV> </DIV> <DIV> </DIV><BR> <HR> </BLOCKQUOTE> <P>I highly doubt any "savings" would be passed on to customers; they would just be too minimal. :smileytongue:</P> <P>Anyway, I think this was a good faith effort in trying to make the system "better." In some regards it may be, especially for SOE in realtion to data management/development, and it might allow SOE to offer further "enhancements" down the road, for example, the recognition of a particular problem due to multiple petitions over the course of weeks. This is a great concept, but it will occur behind the scenes invisible to us, and all we see is the new "improved" interface that allows these changes to happen. In short, the new "improved" interface may be "better" for us on balance, but all we can see is the front end, which is rather lacking. <BR></P><p>Message Edited by Kenazeer on <span class=date_text>10-20-2006</span> <span class=time_text>05:32 AM</span>

[Rotba]

The new system is really the worst option to /report something. After I had registered my email address I had to close the browser. After used /petition again I couldnt open the in-game tab like I could before I got my address registered. Referal loops all the way. Cleaned cookies and cookie settings to no avail. And there is so much to report atm <img src="/smilies/9d71f0541cff0a302a0309c5079e8dee.gif" border="0" alt="SMILEY" /><div></div>

[Shupansea_Bloodso]

This is horrible!  For all of us that truly feel SoE hasn't given 2 cents for a longtime, they have now proven it with this "We don't give a crap" petition system.

[snowfleck]

My prior experience of in-game CS has not been good. I'm an experienced player and never flame or become rude. I like to think I'm fairly bright and capable of communicating reasonably clearly. Whenever I've /petitioned for help in game, however, the responses have left me upset and frustrated to the degree that I refuse to /petition in eq2 any more, even when others are strongly urging me to do so.While I understand that CS reps have to deal with unreasonable and perhaps not all that astute people on a regular basis, I find being treated like I'm stupid and/or ignorant to be insulting. It would be less insulting if I felt the CS rep had actually read my original petition rather than scanning it for keywords and C&Ping a pre-formatted response. For instance, the last time I /petitioned it was for help regarding a bugged early Claymore line thanks to betrayal. The response practically accused me of asking CS for quest spoilers (which I'd never do, as really, I'm not that naive) and otherwise stonewalled me. It gave me no option to reply either, marking the petition as 'resolved' - ha!In the end, I just deleted the bugged quest and started the whole claymore line again for that alt - really, would it have been so hard to tell me to do that?I'm currently using the new system to try to resolve a tech-support type problem with eq-live. I just now sent my fourth response to the growing thread. Despite my very best attempts to second-guess the standard responses and provide all the needed info in my initial petition, I've still had to repeat information several times. Having said this, at least the tech support guy has acknowledged he may be asking for stuff I've already sent and that acknowledgement helps a lot. I also don't feel like I'm being stonewalled by him or treated as if I'm an idiot - so big improvement there too.The above is the first time I've used the out-of-game system to communicate with CS, so I don't actually know in what way it has changed. I do like, however, that I have a thread history page that I can go to, review, and add new information to if necessary. Also responses have been fairly prompt considering the non-urgent nature of my complaint. So if these are things introduced by the new system, I quite like it actually.But mostly I like not feeling like I'm being stonewalled and/or treated like an idiot. <img src="/smilies/8a80c6485cd926be453217d59a84a888.gif" border="0" alt="SMILEY" /><div></div>

[BlackVelve]

<BR> <BLOCKQUOTE> <P></P> <HR> <P>Kenazeer wrote:</P> <P>I highly doubt any "savings" would be passed on to customers; they would just be too minimal. :smileytongue:</P> <P>Anyway, I think this was a good faith effort in trying to make the system "better." In some regards it may be, especially for SOE in realtion to data management/development, and it might allow SOE to offer further "enhancements" down the road, for example, the recognition of a particular problem due to multiple petitions over the course of weeks. This is a great concept, but it will occur behind the scenes invisible to us, and all we see is the new "improved" interface that allows these changes to happen. In short, the new "improved" interface may be "better" for us on balance, but all we can see is the front end, which is rather lacking.<BR></P> <P>Message Edited by Kenazeer on <SPAN class=date_text>10-20-2006</SPAN><SPAN class=time_text>05:32 AM</SPAN><BR></P> <P></P> <HR> <P> </P> <P>Well you normally don't ever seen savings "directly". </P></BLOCKQUOTE><BR>

[Calthine]

<DIV>I tried to petition a plat seller yesterday.</DIV> <DIV> </DIV> <DIV>The new web-based petition system is cumbersome, inturruptive, and not-user friendly.</DIV>

[Rayche]

<DIV>I've had issues for months that I've tried to Email, phone in, online CS chat about and even written US Postal letters about (All as instructed) and have gotten not so much as a case number or reply.</DIV> <DIV> </DIV> <DIV>I have absolutely no doubt that this cumbersome form of communication will be equally fruitless.</DIV>

[Jackula]

I tried using a KoS teleport pad today but the NPC was telling me I was unprepared and couldn't go.  I'm level 70, have the expansion obviously and have been there many times.  No idea why I was having an in game issue with a feature I've used many times.No problem.  I type /petition.  Oh wait.   Now I have to exit the game and try to decipher one of the worst laid out systems I have laid my eyes on.  After 5 minutes it's easier to just say screw it and not get help.  The new system isn't user friendly or convenient.  I dislike it very much.  It seems to me like someone was trying to save money on customer support by taking a decent system and making so unfreindly to use that few bother using it.Poor job SOE.  Very poor indeed.<div></div>

[Chay]

Most companies fail to provide adequate customer service. SOE has always been bad (Verant was very bad). The old in game system was terrible and rarely left me feeling that I was listened to or even that they cared about retaining me as a customer. The new system makes me feel as they just want me to not bother bringing issues to them. I don't care if it saves them money or makes their life easier. I've already paid so I expect excellent customer service every time I need to contact them.<div></div>

[jonathanc29]

<DIV>Well I tried this today for the first time since the change. All I can say is pure crap. Then to top it all off this is the resnse I got:</DIV> <DIV> </DIV> <DIV>Vor kurzem haben Sie persönliche Unterstützung von unserem<BR>Online-Unterstützungscenter angefordert. Weiter unten finden Sie eine<BR>Zusammenfassung Ihrer Frage und unsere Antwort.<BR><BR>Falls dieses Problem nicht zu Ihrer Zufriedenheit gelöst wurde, können<BR>Sie es innerhalb der nächsten 7 Tage erneut öffnen.<BR><BR>Wir freuen uns, dass wir Ihnen behilflich sein konnten.<BR><BR>Um diese Frage per Email zu aktualisieren, antworten Sie bitte auf<BR>diese Nachricht. Da Ihre Antwort automatisch bearbeitet wird, MÜSSEN<BR>Sie sie unten an der dafür vorgesehenen Stelle eingeben. Text, der an<BR>anderer Stelle in dieser Nachricht eingegebnen wird, wird ignoriert.<BR></DIV> <DIV>LOL thats some serious out sourcing SOE is doing cant even reply to me in my own language.</DIV>

[SlashnGut]

<DIV>the response I got when I sent feedback about it was to use the new system (that I just stated was crap and would not use) to tell them about it. Yep - seems they really read and pay attention to what we say - NOT.</DIV>

[Hamervelder]

<div></div><div></div><div><blockquote><hr>BlackVelvet2 wrote:<div>To a lay person, I can see why it looks like the most stupid move ever and waste of resources, yet from the engineering and mgmt and business perspective, it's actually pretty smart and not only increases their profit margin but may allow them to pass that savings on in the long run via incentive plans to customers.  </div> <div> </div> <div>Let's see, pay a software engineer to write scripts to pull specialized data from eq2 65K a year minimum and hope he/she doesn't leave (and believe me that is BARE minimum lol)?  Or used canned software (or minimal interface changes) to  a web person for about half that....not a hard business decision to make.</div> <div> </div> <div>Got to think business $$$$ when these changes are made.  Spent many of time in software and mfg group meetings hehe.</div> <div> </div> <div> </div><hr></blockquote>Theyr'e not going to pass any savings on to customers.  They're going to pass them on to management types who already make WAY too much money, for coming up with the idea in the first place.<edit>  no idea why it sensored the word "pass" last time.Also, another thought.  After trying to petition against plat spammers a couple of times, it became really apparent to me that this new system is <i>not</i> convenient.  At all.  It forces players to complete several extra steps to accomplish what was a relatively simple task prior to this change.  This change simply is invonvenient, cumbersome, buggy, and, worst of all, not friendly to the customer's needs.  Why make it <i>harder</i> for us to get help?  That's what SOE has done, whether that is readily apparent to the company or not.</div><p>Message Edited by Hamervelder on <span class="date_text">10-22-2006</span> <span class="time_text">02:37 PM</span></p><p>Message Edited by Hamervelder on <span class=date_text>10-22-2006</span> <span class=time_text>02:42 PM</span>

[menelaus109]

Another random German email came through todayHere it is<pre>Seit unserer Antwort auf Ihre Unterstützungsanforderung sind 72 Stunden vergangen. Da wir von Ihnen keine anderweitigen Mitteilungen erhalten haben, haben wir den Status Ihrer Frage auf GELÖST gesetzt. Um diese Frage per Email zu aktualisieren, antworten Sie bitte auf diese Nachricht. Da Ihre Antwort automatisch bearbeitet wird, MÜSSEN Sie sie unten an der dafür vorgesehenen Stelle eingeben. Text, der an anderer Stelle in dieser Nachricht eingegebnen wird, wird ignoriert. [===> Bitte geben Sie Ihre Antwort unter dieser Zeile ein. <===] [===>Bitte geben Sie Ihre Antwort über dieser Zeile ein <===] Wenn Sie Ihre Frage von unserer Support-Website aus aktualisieren möchten, klicken Sie bitte auf den folgenden Link oder fügen Sie ihn in Ihren Web-Browser ein. Referenznummer der Frage061017-001123--------------------------------------------------------------- Übersicht: Missing house items Eskalationsebene: 3 Day Escalation Produktebene 1: EverQuest II Produktebene 2: General Kategorieebene 1: Im Spiel Erstellungsdatum: 17.10.2006 22:03 Zuletzt aktualisiert: 21.10.2006 09:52 Status: Gelöst Station Name: </pre>I responded to the email asking for it to be resent in English, and stating i play on an English language server and i got this back<pre>our recent incident update was from an email address not associated with the incident. In an effort to maintain the security of information, we cannot update the incident using this email address. If you are the incident owner and your email address has changed, or you want to be able to update the incident using this email account, please update your contact information using the following link, then resubmit your update.</pre><div></div>

[Rilsi]

<div></div><div></div>My email was in English, but doesn't really matter. It was the old, we'll get to it as soon as possible, which is fine.I put it in 2 days ago, and tried both yesterday and today to log in to the site and have had no luck. Therein lies my issue, I can't even check on the status.It gives me a run around, (on 3 different PCs, tried both IE and Firefox), yesterday, where it prompts me to log in, so I do. Then it shows my email, and the only option is submit. Once I do.....it sends me an email telling me my email address has been updated.....Ok.....So now I am back at the home page.....so I try again....and it gives me my email address to confirm yet again....Today was something a little different, but same conclusion...I can't check the status of my ticket........IE told me my internet connection wasn't working....https://secure.station.sony.com/cas/login?service=https%3A%2F%2Fsecure.station.sony.co m%2Femailupdate%2Fj_acegi_cas_security_check&theme=station<font color="#ffffff"><span>The page cannot be displayed</span></font>And Firefox tells me"Firefox has detected that the server is redirecting the request for this address in a way that will never complete."Yes, I have cookies on, and there is nothing wrong with my connection.Edit: Oh, yea....the OLD way was MUCH better.....would rather talk to a person, however long it takes, than deal with this runaround.<div></div><p>Message Edited by Rilsisx on <span class=date_text>10-21-2006</span> <span class=time_text>06:02 PM</span>

[Romka]

<div></div>Sorry, not much feedback from me.I bet your system is working as intended - its fast, smooth, flawless.And the page i see when trying to use it shows everything.HTTP Status 404 - /casfailed.jsp<hr size="1"><p><b>type</b> Status report</p><p><b>message</b> <u>/casfailed.jsp</u></p><p><b>description</b> <u>The requested resource (/casfailed.jsp) is not available.</u></p><hr size="1">Apache Tomcat/5.5.9<div></div>

[Sarkoris]

Awful - I mainly play in full screen mode. I don't want to drop to windowed mode just to allow ie to launch and go through the process. I got a plat seller tell last night. Instinctively did a /report and went to /petition. Up popped this rubbish. And thats as far as I took it.Plat seller one - SOE 0.Sark.

[VW_Factor]

<div><blockquote><hr>Vuzin wrote:I really hope SOE appreciates our feedback and notices that every reply so far has been to the dislike of the newly implemented system, change it back, the new system is horrible.<hr></blockquote>qft.Plain and simple.  This is about the stupiest idea for reporting issues..  What..  To save money?  Abuse your player base more?  </div>

[GoatSlave]

This is a transplant of my post from the general forum:It really seems that vast majority of people here have been trying to report PLAT sellers thus there REALLY should be a "Report a Third Party Currency Seller" button. As simple as that. I would say that I probably petitioned a total of ten times (During my EQ2 time) and eight of those have been Plat Seller's SPAM via mail or /tell. SOE KNOWS that it is a problem so WHY do we not have a simple buttion to report this offense? **VERY CONFUSED**As a side note, I happen to have a very fast rig with 2 GIG RAM and WD Raptor hard drives so for me to minimize EQ2 is a matter of 2 secs (even if), but even with that said I have NEVER played a MMORPG which made you use the CS system externally. <-- this refers to a post by people who get booted/crash when they are forced to go to windowed mode. (Some apparently are on dial-up...no really)I believe in giving praise when earned and expressing displeasure when deserved. Needless to say I am displeased about the new system.<div></div>

[Verky]

<blockquote><hr>Banditman wrote:Terrible new system.I lag terribly when I go to windowed mode, and then have residual lag when I go back to full screen mode that lasts until I quit and restart.I can only assume that I am not the only one who experiences this sort of problem.At the very least, you should make this new system compatible with the in game web browser.I cannot help but feel as though this change were being made in an attempt to reduce the number of CS issues by simply making it too inconvenient or annoying to bother using.<div></div><hr></blockquote> I completely agree. I just had to use it to petition a plat seller. Very hard to use. Topics and reasons for what you want aren't there. Its annoying to have to go to window view and use a web browser to do it in. They really should have made an ingame interface. Really shows a lack of skills, which is very troubleing, when they can't get an ingame thing like a petition system to work. Also think its an attempt to reduce the number of issues by making it so annoying to use.<div></div>

[Rarlin]

Aye,I do not like this new way of handling issues at all.  I filed a ticket (I think) and have no idea where it went, how to check it, if anyone is doing anything with it...<div></div>

[Swunder]

<DIV>Well ill take my pessimistic goggles on : EQ2  have a plat seller problem...SoE cant seem to get it sorted ( Get your Lawyers on them for god's sake) getting 1000 or 10000 Petitions a day. 2 ways to solve this problem get rid of the plat sellers or get rid of the petitions. Guess what ..they went for options number 2 getting rid of the petitions ...problem solved ...for SoE ...not for us thou !!!</DIV> <DIV> </DIV> <DIV>I too have automatically done  /Report + /petition on any and every plat seller sending me mail or tell....but that's over now, this new system is too much of a hassle during game period</DIV> <DIV> </DIV> <DIV> </DIV> <DIV> </DIV> <DIV>Swunder</DIV> <DIV> </DIV> <DIV> </DIV> <DIV> </DIV><p>Message Edited by Swunder on <span class=date_text>10-23-2006</span> <span class=time_text>06:22 AM</span>

[Finora]

<BR> <BLOCKQUOTE> <HR> Calthine wrote:<BR> <DIV>I tried to petition a plat seller yesterday.</DIV> <DIV> </DIV> <DIV>The new web-based petition system is cumbersome, inturruptive, and not-user friendly.</DIV><BR> <HR> </BLOCKQUOTE><BR>Exactly what Calthine said.

[Kir]

<div><blockquote><hr>Calthine wrote:<div>I tried to petition a plat seller yesterday.</div> <div> </div> <div>The new web-based petition system is cumbersome, inturruptive, and not-user friendly.</div><hr></blockquote>I could not have said it better.</div>

[Cybrdroyd]

3 pages of negative comments about the new petition system and no dev responses? /sighYou know, after several years of EQ and the snafu with the NGE over at SWG, one would think that SOE would have "Gotten it" by now. Nope, the [expletive haxx0red by Raijinn] just keeps on [expletive haxx0red by Raijinn]tin in one long disgusting stinky nutty [Removed for Content].Think the pile is big enough?

[Greggthegrmreapr]

<P>I got a reply from a person who didn't completely understand the situation, so i replied back, and was told the address I was mailing from is not the one that they replied to.... ???</P> <P> </P> <P>gave up after that</P>

[webteacher]

    i really like the old way a lot lot lot lot lot.....(2 hours later)..lot lot lot better its more convenient. if i have to go out of game i risk my life just standing there. last night magolemus despawned mid fight at 1% health. 1%!!!!!!!!!! everyone in the raid tried to contact some cs person but NO ONE succeded. <span>:smileysad:</span> . i eventually got him after waiting 2 more hours for him to respawn...no one had a response. also when i had spammer aggro (platsellers etc) i had to go out of game, i mean i was deep in silent city with a group, not really something you can pause from <span>:smileysad:</span> <font color="6666FF"> but aaaaaaaanyway my main decision, i like the old way better...</font> <div></div>

[Dozerta]

<div></div><div></div>Just to be flat out blunt, this new system SUCKS.  It took me an hour and a half to get the stinking thing to actually take the data, everytime I tried to submit I was getting 404 errors.  I *still* have no feedback on if my issue was even received.  The old system was MUCH faster and worked a LOT better.  The ONLY thing this system is better for is for Sony, so they can port out the data to an off-shore site and have someone fumble through the problems.  This new system is absolutely horrid, there is no way this was properly tested and I can't believe money was even spent in developing the garbage.Oh, I should add, I tried to "Submit Feedback" on the craptastic system they put in place, but that fails as well (IE fails to connect and Firefox reports a never-ending loop redirect).  So I hope someone from Sony is reading the forums and not basing the lack of feedback as a good thing. <img src="/smilies/8a80c6485cd926be453217d59a84a888.gif" border="0" alt="SMILEY" /><div></div><p>Message Edited by Dozertank on <span class="date_text">10-25-2006</span> <span class="time_text">01:06 PM</span></p><p>Message Edited by Dozertank on <span class=date_text>10-25-2006</span> <span class=time_text>01:17 PM</span>

[Coca-Cola Driver]

<P>was anyone on line the other night ( 10/21 or 10/22 ) when in the chat channel was person using the F word about every other word</P> <P>and this went on for almost an hour no one would or could /report it with new system </P> <P>yes i know i can turn on /filter and /ignore or turn off channel  </P> <P>but still no one bothered to even try that we know of because its gotten to hard to report such activity...not to mention the plat spammer are coming back again</P> <P>Thanks SOE for not listening to us again</P>

[Dadurua42]

<font size="2">This new system is lame. Try putting in a petition using a dial-up connection. It does't work for us.I do hope SOE doesn't think thier world is OK. Cuz it's not! I know many people who refuse to put in a petition of any kindfor the simple reason, you have to window out of the game start your browser, That is lame!I tried 2 petitions on plat sellers...These people annoy me to no end! As soon as the browser tries to load, The game drops me to desktop. I can't play the game and petition at the same time...Dial-up is lame as wellbut it's the only choice I have on account of where I live...Needless to say, I'll put plat sellers on ignore...but I see them coming back in full force, on accountit's to much of a hassel to petition....Anyway SOE, I sure hope you come up with a better idea, cuz this one is lame!nuff said....</font><div></div>

[Dacies18]

As a SoE customer for some 7+ years i have to say this new system is very un imanagitive. I hate not being able to search the topics in game. and the new petition system is just  bad. Please CHANGE back!

[Rattfa]

I have no problems with the new system. I have only had to submit 1 petition so far, but I got resolved very promptly indeed.I play with a browser open anyway so having to access a web support portal doesnt bother me in the slightest, though I think it would be improved greatly if it was combined with the old system (of posisble) so we can have in game support and out of game support, but tied to the same system. <div></div>

[Fuzzey]

There is an unused window burried in the UI....it was an attempt by SoE to create an in game web browser....it's a very basic web browser, but it does work for the most part. I don't see why they can't implement this window to work with the new petition system. To see the window for yourself, type: /show_window Inventory.HTMLIt is case sensative. It would be useful if they could do something with this.<div></div>

[Saroc_Luclin]

Well this travesty has been expanded to replace EQLive's petition system now as well , and it's been just as well received.Petitionned a plat seller (In EQII) a few days ago but I have no idea if it went throuhg or not; had the "update email" stage but it also let me keep going too.In any case I *REALLY* don't like the new system. Very unintuitive, awkward to use in either game, especially considering both games don't give up focus nicely usually. (as in it's a PITA to change to an outside browser, and my system is usually pretty good at switching).Plus having to leave the game (and not even being able to Cut and Paste from within the game) just seems very wrong. The first stage of the petition should ALWAYS be in the game. Further action can go via a website or whatever, but the first stage should NEVER take you out of the game.In any case, you can submit feedback on those web forms and on these boards and the EQLive boards. I'd also urge you to email people at SOE if you have addresses (Producer, whoever's in charge of CS, send some to Smedley too maybe, his emails on his blog)<div></div>

[thepriz]

<blockquote><hr>Fuzzey wrote:There is an unused window burried in the UI....it was an attempt by SoE to create an in game web browser....it's a very basic web browser, but it does work for the most part. I don't see why they can't implement this window to work with the new petition system. To see the window for yourself, type: /show_window Inventory.HTMLIt is case sensative. It would be useful if they could do something with this.<div></div><hr></blockquote>This was going to be my suggestion also. If they can get the ingame browser to support this it might be better, but they also need to tie the feedback in game so that you know that you have gotten a response back (eg. a message that informs you that you have a response to your ticket).<div></div>

[Koava]

<P>I as well found the new system to be horrible. My wife and I tried to send a petition about plat sellers, and were directed to the web page. We both got disconnected and had to re-log to EQ2. Once connect to the page we discovered that the page is NOT user friendly, you can lose typed text easily, there is NO cut and pr paste available between the live game and the web page and to top it off ... we registered our accounts from my office using my email account from my office ... soooooo ... the anser to our problem was sent to my office's email account. </P> <P>I am glad I wasn't stuck under the earth and waiting for the answer. Imagine needing immediate help for such a situation and getting a reply to an email account that you don't look at for days on end ... "Please contact GM Nerdy who is waiting to treleport you to your choice of landing spots". THAT would be a long wait.</P> <P>In all, I find the new system to be a shrewd  implementation of poor technology on SoE's part. The system is not so poor as to encourage players to put up with nearly anything rather than actually have to use it. Their work load will be cut by 85 percent in my estimation. The saving on CS personal will be huge. The only favorable thing is that with the reduced number of petitions, requests that actually make it through to a CS rep will have the possibility of being dealt with in a faster and maybe more meaningful manner ... but I doubt it.</P>

[Sarkoris]

<P>I used to /report then /petition plat sellers. Now I just /report and move on. I know most report files get read so I'll let SOE staff figure it out. If the new system is so intuitive they can have the fun of using it. I myself will only be petitioning under dire circumstances, not to be as helpful to rid the game of unwanted rubbish as I used to be.</P> <P>Sark.</P>

[Dozerta]

Is this system still "in testing" or is it going to be our live reporting / help me system from now on?  If so, I might as well pack up and move to another game.  A system like this simple shows it's customers that the provider doesn't truly care for their issues or problems.  I don't want to hear the "give it a little time for us to work the kinks out" crap, because that is all it is... crap.  This system is HORRID, a high school programming 101 class could come up with a better solution.  This system was created simpy to save Sony money by allowing all of their many games to report to a single customer service site.  Then they can package up that data and send it off-shore to let someone troubleshoot a problem they've never seen of before.  It's ridiculous, EVERY person I've talked to so far thinks so, Sony needs to realize this and support thier customers, not their wallets.<div></div>

[Faithlight]

<P>A good laugh this thread, stopped even thinking of trying to use their petition and report system long time ago when I seen they didn't care at all about what was writed.</P> <P>Anyway about the way their web browser for the new petition system work it comes from this same forum, took me months to register because I was mad at the stupidity of the loopholes I had to go with, had to ask directly someone to manually do the job.</P> <P>ATM an idiot at SOE CS well I guess there's many to be found so can't say which changed my forum name without asking and without any reasons, seems he broke the tool he used to do so because I was answered it couldn't be done at this time, and by this time they mean about the last  8 months.</P> <P>The only thing I've ever complained about SOE was their CS support and how much attention they were putting into us and the more it goes the worse they get.  </P>

[Lakland]

I knew outsourcing was going to catch up with me sooner or later...never thought it would be this.

[SlashnGut]

<BR> <BLOCKQUOTE> <HR> Dozertank wrote:<BR>Is this system still "in testing" or is it going to be our live reporting / help me system from now on?  If so, I might as well pack up and move to another game.  A system like this simple shows it's customers that the provider doesn't truly care for their issues or problems.  I don't want to hear the "give it a little time for us to work the kinks out" crap, because that is all it is... crap.  This system is HORRID, a high school programming 101 class could come up with a better solution.  This system was created simpy to save Sony money by allowing all of their many games to report to a single customer service site.  Then they can package up that data and send it off-shore to let someone troubleshoot a problem they've never seen of before.  It's ridiculous, EVERY person I've talked to so far thinks so, Sony needs to realize this and support thier customers, not their wallets.<BR> <BR> <HR> </BLOCKQUOTE><BR>It's live but hopefully they will see the large amount of negative responses they've gotten to this and make some changes. I really do doubt they will; make those changes though as this way they have to deal with far less work (less petitions + less work) and thus help far fewer companies. 

[Magic]

<P>Last night I played on a live server for the first time in months and created a new alt with a totally unique name.  I wasn't playing for more than an hour and *BAM* there comes a plat spammer tell.  I typed "/report" followed by "/petition."  I clicked on the button to get to the web site.  After waiting several minutes, it came up with the error message that the page was not found.  I have a lot of security up to max so I wasn't surprised about that error but wasn't going to turn it down just for that site.  So I am unable to call attention to the spammer as I once was able to before the new system kicked in.</P> <P>What I did in frustration is type "/feedback" and mentioned both my web page problem and the spammer's name to at least get it into the system.  I don't like the new CS system, at all.</P>

[BlackVelve]

<DIV>ok now since i've gotten to use this full circle, I have to mention that it's made itself a pain in the [expletive haxx0red by Raijinn].  What I mean by that is I got a not so nice mail from Customer Service on how they have not HEARD from me so they need to close it out and in order to do so..they need xyz done.</DIV> <DIV> </DIV> <DIV>Ok first off, there never was an explained way to "close something out".  I even looked for ways to close it out to say thank you even..no where ever was it pointed out.   Then when I got a very stupidly worded email that I had not closed it out eluding to it being my fault to not closing it out /boggle whe it didn't tell me to close it out no less, I then tried to close it out but it said it didn't recognize I had an open ticket. I frankly don't have time for this and just deleted my emails from sony regarding the fact I needed to "close" my petitions.</DIV> <DIV> </DIV> <DIV> </DIV> <DIV>In short, this is bs to fill up my email box with you need to close this out type crap..I try and it's too cumbersome sorry.</DIV> <DIV> </DIV> <DIV>I want do to the right thing here Sony, I've been in customer engineering service for years..so I'm no dummy, but you got to throw a bone here.</DIV>

[Aekisu]

<DIV> <BLOCKQUOTE> <BLOCKQUOTE> <HR> Calthine wrote: <DIV>I tried to petition a plat seller yesterday.</DIV> <DIV> </DIV> <DIV>The new web-based petition system is cumbersome, inturruptive, and not-user friendly.</DIV> <HR> </BLOCKQUOTE>Exactly what Calthine said. <P></P> <DIV>Finora </DIV></BLOCKQUOTE></DIV> <DIV> </DIV> <DIV> <DIV>Exactly what Calthine and Finora said and....</DIV> <DIV>Why did you make it harder to report plat sellers?</DIV> <DIV> </DIV></DIV> <p>Message Edited by Aekisu on <span class=date_text>11-05-2006</span> <span class=time_text>08:29 AM</span>

[webteacher]

Soooooo, and gm people going to do anything about this? i have seen more plat sellers and havent bothered to try, its really interuptive <div></div>

[Liol]

<P>The new system is pure crap.</P> <P>It seems like it was created purely to make the CS job easier, by keeping most people from wanting to even bother to use it.</P>

[Arslan2000]

Well this is probably what they want. If they have fewer /petitions to deal with, they can safely say they were not aware of the plat sellers or the people with inappropriate names, and they can ignore us.

[Maroger]

<DIV>I have noticed as RED NAME stepping in to answer these justifiable criticism of of this awkward new system :smileymad:  Customer Service it AIN'T :smileymad:</DIV>

[xfres]

<DIV>I like the old way much better!  This new system is too confusing and very impersonal.  It almost feels like Sony doesnt want to provide customer service anymore.  I tried to get help with this new system and the experience was horrible.</DIV>

[Elfrid]

<DIV>tried it, hate it what a total pile of crap, I wont be using this new petition system EVER, its so hard to navigate its beyond ridiculous, tbh like most of sony websites never use them either if i can help it. so in future if i do have a problem ill just start a new post and a dev can contact me in game arf! that seems like less work for me yes i like that plan <img src="/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" alt="SMILEY" /></DIV>

[Smudgy67]

Lol, that's the worst plan I've ever heard of.  The Devs don't read what you post.<div></div>

[Roriondesexiest]

Sorry, I missed this thread.  I had the pleasure of attempting to use your new system last friday when I got a couple of tells from a plat farmer. Well that plat farmer doesn't have much to worry about with this horrible system.   I had to open an external browser and I logged in and it kept sending me back to the Knowledgebase screen so never even figured out how to petition. We also had someone who was lagging on zone in to labs that night and accidentally clicked on the exit so he was locked out.  He did make it to the petition system, and created his petition.  We kept him in our raid for about 45 mins waiting for a response, until he finally dropped out of frustration.  He did get a response THE NEXT DAY saying that he was in the zone for over an hour so there was nothing that they could do to help him, hehe he was in the zone for about 1 second but in our raid for an hour and your speedy response team got back to him 12 hours later... big help... <div></div>

[Dexxter319]

<P>So in this thread we have 77 negative posts and 2 positive posts (kenny, twice).</P> <P>I say the system will stay just as it is and we will never hear a word about this situation from any red name.</P> <P> </P>

[Astrlidia]

<P>I tried twice, and both times it gave me a very bad taste of frustration.</P> <P>First off, I could never use the knowleage base before it was combined, and i had to waste long distance to resolve an issuse.</P> <P>Now it's even worse. It refuses to verify my e-mail addy. I don't get an option, and i get the standard flack.</P> <P>this was on SWG too. I still have the SWG problem, and I have a reoccuuring one too, can't delete any characters.<img src="/smilies/9d71f0541cff0a302a0309c5079e8dee.gif" border="0" alt="SMILEY" /></P> <P>In the moring, nice 3hr long distance bill for me again.<img src="/smilies/9d71f0541cff0a302a0309c5079e8dee.gif" border="0" alt="SMILEY" /></P>