EQII: New Petition System [Archive] - EQ2 Forum Archive @ EQ2Wire

Greeblen-

10-19-2006, 06:45 AM

Greetings, As you know, SOE Customer Service has just moved EverQuest II to a new web based customer interface. SOE CS Management has been reading your feedback on the forums regarding the move to the new system and I wanted to take a moment to address a few of the concerns I’ve read on the forums and to perhaps offer some additional insight. First off, there was a post made by SOE Management on 10/16/06 detailing many of the reasons behind the move to this new system and its’ features and benefits so I won’t be going into much detail on this. However, I wanted to bring to light that there are many behind the scenes improvements with the new system that are not necessarily apparent from a customer perspective, but go a long way towards improving the service we provide you. These benefits include things such as better tracking of your petitions, greater flexibility in how we as CS can address your petitions, and improved efficiencies in the petition process that result in your issues being resolved quicker and getting you back to the game and having fun. With the web based system, there is also the added benefit of being able to submit a petition or to check up on the status of your current petition when you are away from home or even if your server is down for maintenance. There is also a way to submit feedback though the new system that was not previously available to you. Your feedback can then be routed to the appropriate department. (details below) One of the main concerns I read about was the perception that the web interface vs. an in-game petition system distances the customer support staff from the customers. While this is a valid concern, our Customer Service staff is as dedicated as ever to providing you with quick, high quality resolutions to your issues and the benefits of the new system well go a long way towards helping us achieve that goal, with the added benefit of allowing us more time for customer interaction in the long run. Another repeated concern I saw was regarding the email confirmation step that is required the first time you petition. This is a step you must only complete once so please let us know if you have continued problems with this step of the process. Also, you may not be aware, but our CS Staff regularly pulls server /reports and looks specifically for incidents of advertising 3rd party websites and similar behavior. SOE CS takes advertising of 3rd party websites and associated policy violations very seriously and investigates these reported issues thoroughly. So, while the new system may be less responsive for that quick petition about someone sending you a /tell for the latest deals and phat lewtz on <A href="http://www.buymyplatplz.com/" target=_blank>www.buymyplatplz.com</A>, simply typing /report <player name> when you receive the offending text will also alert our staff to the issue so we can look into it and take appropriate action as needed. As with any change of this magnitude, when implementing a new petition system such as this there will be bumps along the way that need to be sorted out. We understand that there is an impact on the community when we change an integral part of our products such as this and we appreciate your patience as fine tune any outstanding issues that occur. Our goal remains to provide the best service possible to our customers and this includes implementing new technologies to better achieve that goal. You can view the original post containing more details of the new system here: <A href="http://eqiiforums.station.sony.com/eq2/board/message?board.id=testfeed&message.id=65936" target=_blank>http://eqiiforums.station.sony.com/eq2/board/message?board.id=testfeed&message.id=65936</A> To submit feedback, go to <A href="http://support.station.sony.com/petition" target=_blank>http://support.station.sony.com/petition</A> and select the In-Game support tab as if you were entering a customer service request, select “Submit Feedback” under the category section and fill in the appropriate information. You can also view a walk through on the nuts and bolts of how to submit a petition in the new system by going to <A href="http://support.station.sony.com/petition" target=_blank>http://support.station.sony.com/petition</A> and clicking on the first link (EverQuest II In-Game Support System) in the “Important Information” section at the center of the screen. Rich Schmelter SOE Customer Service Manager