Morigana wrote:
I have to believe that the people who claim to be so passionate about this game can understand that many of the players are too. However, no matter how much you love something, continually being slapped in the face will eventually drive you away. I am reaching that point.
Customer service and accountability in this game has become virtually non-existant. The three methods of obtaining help, phone support, online support and in game petitioning are nothing more than a round robin of you need to talk to the other guy. If you petition, they can't help you, you need to a: file a bug report, b: contact customer service. If you go to online support, they can't help you, you need to file a petition in game. If you spend the big bucks for the long distance call, guess what? They can't help you. You need to go on line and petition.
In EQ 1, a petition brought a GM in front of you and a dialog, if there was miscommunication you could "talk it out" till you were both on the same page.
I am a sage, a customer gives me a rare, I make his adept 3 spell, as he is scribing it the server goes down. When we get back in game he asks me if I have the spell, I don't, no spell, no rare, no ink. He petitions, his answer is that I must petition. I petition, I am told he must petition. He petitions again and is threatened with being kicked from the game for abuse of the petition system. This process takes days as no single petition is ever answered while either of us is on line and each petition is closed when answered so we can't add anything to clarify the situation or do anything to fix it.
Now we have the server issue. I know that the servers are down since I was afk and came back to find myself out of game and unable to log in. Every server info page I can find says they are up. I could get current information in the chat room but with only 1000 people allowed in, the general room is full. Why all of the US only has one room baffles me but there it is. I jump into the german room figuring they will know what is going on at least. When I ask the GM or moderator if they would know if there is an ETA on the US servers, I am slammed with, " this is the German room go to the general room".
I have seen posts like mine that end with threats to go to wow or whatever other game. I am not gonna go there. I am not going to ask for a response. PLEASE find some way to communicate with the player base. PLEASE, make someone look at the threads of all the classes and all of the special interests, like crafters. PLEASE let us know what's going on with the things that are important to us. Open some extra rooms during server downs. It's is no fun just trying to log in every few minutes because you have no idea what is going on!
I know you guys are busy trying to fix things and create new things. We appreciate the world you have built for us. In creating this area for posting and feedback you have created the expectation that you listen to us and will respond to us. How bout a post from the different devs once a month telling us what they are working on and when we might expect changes. How bout using the server status info line? There are so many ways this could be so much better.
Climbing down of the soap box
Morigana
It was very refreshing to read a frustrated person's post that didnt resort to name calling and flaming. I truly do enjoy the game and agree that the one area they lack in is the CS and PR departments. I can deal and forgive bugs, changes and oops cause that is code and due to error but customer service and public relations have no excuse to be what it is in this game.