SoE further manipulating the petition system.

[Banwar]

<DIV>Not only are you able to have one petition up at a time.</DIV> <DIV> </DIV> <DIV>Not only do they give you copy/paste responces.</DIV> <DIV> </DIV> <DIV>Not only is it outsourced.</DIV> <DIV> </DIV> <DIV>Not only do they pass the buck from chat to petition to (long distance, aka NOT toll free) phone to email and back again.</DIV> <DIV> </DIV> <DIV>Not only can they pending closed a petition that was not resolved.</DIV> <DIV> </DIV> <DIV> </DIV> <DIV>If they take a long time to answer the petition, they change the dates to make it look like the petition was answered the same day. Why? I don't know. I speculate it's to make their numbers look good like the pending closed does.</DIV> <DIV> </DIV> <DIV><IMG src="http://www.linkdump.com/uploads/Banwar_untitled.JPG"></DIV> <DIV> </DIV> <DIV> </DIV> <DIV>Yeah, I suck at picture editing but you get the idea. Sorry it's not in the right forum, but there is no right forum.</DIV> <DIV> </DIV> <DIV>Edit: Btw, their speedy responce was an automatic responce. Not even a real person.</DIV><p>Message Edited by Banwar on <span class=date_text>09-24-2005</span> <span class=time_text>06:45 AM</span>

[Banwar]

<DIV>List of things wrong with this CS agent named Reome:</DIV> <DIV>This guy was obviously outsourced.</DIV> <DIV>He lied to me. (See pic 1.)</DIV> <DIV>He couldn't wait to get me out the door. The last line I typed was lucky to have made it in before he said his closing line. I'm talking a split second after I hit enter he did, and if you can tell I wasn't done. (See pic 2, kinda.)</DIV> <DIV>He closed the petition after specificly stating that he would keep it open. (See pic 2)</DIV> <DIV> </DIV> <DIV><IMG src="http://www.linkdump.com/uploads/Banwar_untitled3.JPG"></DIV> <DIV> </DIV> <DIV> </DIV> <DIV> </DIV> <DIV> </DIV> <DIV> </DIV> <DIV><IMG src="http://www.linkdump.com/uploads/Banwar_untitled2.JPG"></DIV> <DIV> </DIV>

[Frostborne]

The age of customer service in online games died with Orgin 12 years or so ago.   It's been dying a slow death everywhere else for a long time, and it's a wonder buisnesses stay open and consumers put up with it. <div></div>

[Raahl]

<P>Ok I have to ask.</P> <P>What has this got to do with guardians?  </P> <P>Should this be in a different forum.</P>

[Banwar]

<DIV>There is no forum for something like this, no doubt intentionally. This is where I feel most at home so I posted it here.</DIV> <DIV> </DIV> <DIV>Edit: Please don't make the placement the issue. CS needs to be improved and if we don't make it public it never will be.</DIV><p>Message Edited by Banwar on <span class=date_text>09-29-2005</span> <span class=time_text>01:33 PM</span>

[Raahl]

<P>Fair enough.  Though I would think that one of the other forums would get you more exposure to your issue.</P>

[Frostborne]

Nerf petitions and CSR's, they're overpowered!  Nerf them now, and bring the pitchforks while you are at it! <span><blockquote><hr>Raahl wrote:<p>Fair enough.  Though I would think that one of the other forums would get you more exposure to your issue.</p> <div></div><hr></blockquote></span><div></div>

[Banwar]

<BR> <BLOCKQUOTE> <HR> Frostborne wrote:<BR>Nerf petitions and CSR's, they're overpowered!  Nerf them now, and bring the pitchforks while you are at it!<BR><BR><BR><SPAN> <BLOCKQUOTE> <HR> Raahl wrote:<BR> <P>Fair enough.  Though I would think that one of the other forums would get you more exposure to your issue.</P> <BR> <HR> </BLOCKQUOTE><BR></SPAN> <BR> <HR> </BLOCKQUOTE>This is not the post for lightheartedness. I am very serious about this, as should everyone, as this effects every subscriber. I have problems like this almost every petition. Tho I wish it weren't I think that alot of players experience this.<BR>

[Colossaltitan]

<DIV>I believe I'm speaking for everyone when I say that we all know this, we *almost* have all had bad experiences with a CSR directly or indirectly, if you haven't it most likely will happen in the near future.  Generally in all MMO's I have had crummy experiences with the CSR's/GM's.  Not much really you can do, and generally this happens, if a GM closes your petition then the best thing to do is remember the GM's name, delete the petition and re-send one under the same thing, stating the same argument, and when the a new CSR chats with you (yes, it may take a while...for example atm I have a petition "Waiting for CSR Response" For almots 2 weeks now). But, you will eventually *eventually* be realized and talked to.  When you do, se if that GM can sort the stuff out that you are having issues, every once in a while you get one that manages to realize Oh wait, Thats right. We can remove debt <img src="/smilies/8a80c6485cd926be453217d59a84a888.gif" border="0" alt="SMILEY" />. LoL! But... For the most part you'll have [expletive ninja'd by Faarbot]ty luck, they do report eachother though as far as behaivor and getting the job done as I've seen it happen.  Simply tell the guy the CSR's name that did that to you (closed the petition) specifically mention what he did wrong, and not that he lied though.<BR>Best advice I can give.  Goodluck with that, and it would be better heard on another forum, however the moderators will simply lock it, or look away from it until the thread gets out of hand or just dies off.<BR>Peace, Goodluck!</DIV>

[Moralpanic]

<span><blockquote><hr>Frostborne wrote:The age of customer service in online games died with Orgin 12 years or so ago.   It's been dying a slow death everywhere else for a long time, and it's a wonder buisnesses stay open and consumers put up with it. <div></div><hr></blockquote> FFXI CS is pretty [expletive ninja'd by Faarbot] impressive, best CS experience i've had in many many years, and i've played many MMOGs</span><div></div>

[Sinistryelle]

<DIV>I'm not sure I can blame the CSR's for being the way they are.  Several thousand people play this game, and even if just a few of them are constantly submitting senseless tickets, that's a lot of work for a support team.  I imagine after a day or so of sorting through tickets asking me to recover shards/exp debt, false claims for gear that characters never had, or the hundreds of other things they just CAN'T do anything about, my patience with pushy people would be pretty thin as well.</DIV> <DIV> </DIV> <DIV>Now, go ahead and flame me for being a SoE butt-kisser or whatever.  But as you do, think about it.  How polite would you be after a couple years of these things day in and day out?  I've never had a bad experience with SoE customer support, throughout EQ1, SWG, or EQ2, but I think I've submitted a total of 4 or 5 petitions in the 5 years I've been playing - only when something is very seriously wrong and I can't fix it myself.</DIV>

[Moralpanic]

<span><blockquote><hr>Sinistryelle wrote: <div>Now, go ahead and flame me for being a SoE butt-kisser or whatever.  But as you do, think about it.  How polite would you be after a couple years of these things day in and day out? </div><hr></blockquote> Then maybe they should get another line of work? FFXI has MANY more subscribers than EQ or EQ2, and yet their CS system is much much more responsive and helpful.</span><div></div>

[Edyil]

<P>They change the numbers and dates to help them in court battles, which will ultimately come.  You cannot repeatedly promise things and then not deliver.  Sooner or later someone is going to get their money back... and some.</P> <P>That was a good point about customers putting up with it.  As I have said before, if you don't hit them in the wallet, they don't care what type of weapon you wield.</P>

[Banwar]

<DIV>I see alot of people saying that the CS is justified because they get bad petitions. Is this not their job? Are they not getting paid to deal with it? They are getting paid for dealing with the bad petitions AND the good. The good petitions should not suffer because the bad ones are getting the CS down.</DIV> <DIV> </DIV> <DIV>This however is not the case for the outsourced CS. The outsourced CS does not care about you or the game, they just want to get you out of their hair and the que as fast as possible. From my experience I can guess that at least 50% of the petitions answered are from outsourced help, and I would not doubt that it is 100% and that only half of the outsourced CS is competent. Isn't it funny that the same place you get your CS is where you will find the bot teams?</DIV> <DIV> </DIV> <DIV>My past experience with SoE: I played on what was supposed to be the premium server on eq2. We payed $40 a month for what was promised to be 24 hour CS, a website much like eq2players, and GM events. The CS was not round the clock, the website was broken almost from day one and still is, the GM events were great but it was hard for the GMs who came up with the ideas. In this case the GMs were doing all they could but the "higher-ups" didn't care. While the GM service was not 24/7 what we got was quality. This was before the petition system was changed to the way you and I know it now, mind you. After the petition system was changed we received the same CS as every other server for our $40. All of this was not the GM or the CS's fault, but the "higher-ups". I feel like I'm rambling on this topic so I'll end it. I just wanted to try to paint a picture of what the company you're paying to play this game really thinks about you. Why do I still pay to play? I'm an addict.</DIV> <DIV> </DIV>

[Banwar]

<BR> <BLOCKQUOTE> <HR> Edyil wrote:<BR> <P>They change the numbers and dates to help them in court battles, which will ultimately come.  You cannot repeatedly promise things and then not deliver.  Sooner or later someone is going to get their money back... and some.</P> <P>That was a good point about customers putting up with it.  As I have said before, if you don't hit them in the wallet, they don't care what type of weapon you wield.</P> <BR> <HR> </BLOCKQUOTE><BR>I would savor the day that someone filed a class action lawsuit against SoE. If I had the money or the knowhow I would do it myself. Unfortunately from my experience on the eq1 server that I mentioned above, I doubt this will happen. <p>Message Edited by Banwar on <span class=date_text>09-30-2005</span> <span class=time_text>09:39 AM</span>