What (as far as game play) is SOE responcible for and what rights to we have as a paying customer

Mis · 04-19-2009, 05:13 PM

Ok... i'm in a raid in vp ,, we are at my mythical mob,,,, when the mob gets to 10% 5 of us ld or client crash at that time... i could understand one or 2 of us lding at a given time but not 5 people at the same time..... I've spent hundreds of dollars on this game over the past years and hundreds on eq1,,,,, after spending so much money on this game and supporting it for yrs ,,, i get a gm telling me that oh we have a record of you going ld but we don't have a record of the kill,,, even though the entire raid force petitioned it,,, so bacialy i was told your sol... now what i wana know is does soe stand behind it's product that we pay for monthy and with every expantion that comes out... to me after this incident it don't looke like soe will fix my problem ,,, even tho they expect us to report bugs, exploits and such like that... from this experience it really does look like this is all one sided.. when my client crashed i could still hear the fight ,, i heard people say that we lost 5 people to ld or crashes... and i heard the jubilation of the mob dieing,,, i quickly restarted the game to find that i didn't get my update.

Now we go back to we are customers and soe is providing a product to us.. I honesly feel like i got shafted by a complany that i've supported for years. And i feel like my rights as a customer have been violated..

Can someone from SOE please address this issue by looking into it and not just give me a your just sol comment...

if this were any other product it would have been fixed by now,,

I've worked in customer service and if i would have told a customer what i was told i probably would have been fired for not working with the customer to fix the issue

Wingrider01 · 04-19-2009, 10:09 PM

Mistt wrote:

Ok... i'm in a raid in vp ,, we are at my mythical mob,,,, when the mob gets to 10% 5 of us ld or client crash at that time... i could understand one or 2 of us lding at a given time but not 5 people at the same time..... I've spent hundreds of dollars on this game over the past years and hundreds on eq1,,,,, after spending so much money on this game and supporting it for yrs ,,, i get a gm telling me that oh we have a record of you going ld but we don't have a record of the kill,,, even though the entire raid force petitioned it,,, so bacialy i was told your sol... now what i wana know is does soe stand behind it's product that we pay for monthy and with every expantion that comes out... to me after this incident it don't looke like soe will fix my problem ,,, even tho they expect us to report bugs, exploits and such like that... from this experience it really does look like this is all one sided.. when my client crashed i could still hear the fight ,, i heard people say that we lost 5 people to ld or crashes... and i heard the jubilation of the mob dieing,,, i quickly restarted the game to find that i didn't get my update.
Now we go back to we are customers and soe is providing a product to us.. I honesly feel like i got shafted by a complany that i've supported for years. And i feel like my rights as a customer have been violated..
Can someone from SOE please address this issue by looking into it and not just give me a your just sol comment...
if this were any other product it would have been fixed by now,,
I've worked in customer service and if i would have told a customer what i was told i probably would have been fired for not working with the customer to fix the issue

read the terms of service, there are your rights.

SOE has 0 control over you going LD, LD can be cause by a bad data packet going over a network that SOE does not own or control.

Cronqar · 04-20-2009, 12:54 PM

This has absolutely nothing to do with what SOE is responsible for and what your rights are. This just has something to do with probably the worst part of the game - CS. CS ist very inconsistent and at best looks at you as a part time cheater that tries to sneak in his mythical (or any other benefit for that matter).

I don't know if that is ever going to change but the customer service culture at SOE has many many restrictions for the actual CSR to provide any help at all even though that you occasionally hear about the lucky soul that had success with their petition. And of course you hear about the cases where customers cheated their way to updates. Logic therefore dictates to deny any customer petition of course^^.

Good luck next time with your mythical update they are getting easier each and every time.

TSR-JamesM · 04-21-2009, 08:33 PM

ganjookie · 04-22-2009, 11:41 AM

responSible. Sorry it was asking for it.

Your best bet is to/petition and /bug issues. The forums are not the place for what you are looking to accomplish. If you don't like the answer the GM gives you requested higher support. ocne it gets to a lead GM though, and they deny you, thats where it ends.

I am quite interested in what the TSR JamesM wrote and removed though....

04-19-2009, 10:09 PM	#2
Wingrider01 Loremaster Join Date: Nov 2004 Posts: 5,999	Mistt wrote: Ok... i'm in a raid in vp ,, we are at my mythical mob,,,, when the mob gets to 10% 5 of us ld or client crash at that time... i could understand one or 2 of us lding at a given time but not 5 people at the same time..... I've spent hundreds of dollars on this game over the past years and hundreds on eq1,,,,, after spending so much money on this game and supporting it for yrs ,,, i get a gm telling me that oh we have a record of you going ld but we don't have a record of the kill,,, even though the entire raid force petitioned it,,, so bacialy i was told your sol... now what i wana know is does soe stand behind it's product that we pay for monthy and with every expantion that comes out... to me after this incident it don't looke like soe will fix my problem ,,, even tho they expect us to report bugs, exploits and such like that... from this experience it really does look like this is all one sided.. when my client crashed i could still hear the fight ,, i heard people say that we lost 5 people to ld or crashes... and i heard the jubilation of the mob dieing,,, i quickly restarted the game to find that i didn't get my update. Now we go back to we are customers and soe is providing a product to us.. I honesly feel like i got shafted by a complany that i've supported for years. And i feel like my rights as a customer have been violated.. Can someone from SOE please address this issue by looking into it and not just give me a your just sol comment... if this were any other product it would have been fixed by now,, I've worked in customer service and if i would have told a customer what i was told i probably would have been fired for not working with the customer to fix the issue read the terms of service, there are your rights. SOE has 0 control over you going LD, LD can be cause by a bad data packet going over a network that SOE does not own or control. __________________ Fixing computer issues, one SOC7 at a time. Yes Jim, the user has experienced the dreaded PICNIC error

04-21-2009, 08:33 PM	#4
TSR-JamesM Hero Join Date: Dec 2008 Posts: 82	__________________ Jim M. Customer Service Representative Sony Online Entertainment

04-22-2009, 11:41 AM	#5
ganjookie Loremaster Join Date: Nov 2004 Location: SoCal Posts: 2,201	responSible. Sorry it was asking for it. Your best bet is to/petition and /bug issues. The forums are not the place for what you are looking to accomplish. If you don't like the answer the GM gives you requested higher support. ocne it gets to a lead GM though, and they deny you, thats where it ends. I am quite interested in what the TSR JamesM wrote and removed though.... __________________

04-19-2009, 05:13 PM	#1
Mis General Join Date: Dec 2007 Posts: 5	Ok... i'm in a raid in vp ,, we are at my mythical mob,,,, when the mob gets to 10% 5 of us ld or client crash at that time... i could understand one or 2 of us lding at a given time but not 5 people at the same time..... I've spent hundreds of dollars on this game over the past years and hundreds on eq1,,,,, after spending so much money on this game and supporting it for yrs ,,, i get a gm telling me that oh we have a record of you going ld but we don't have a record of the kill,,, even though the entire raid force petitioned it,,, so bacialy i was told your sol... now what i wana know is does soe stand behind it's product that we pay for monthy and with every expantion that comes out... to me after this incident it don't looke like soe will fix my problem ,,, even tho they expect us to report bugs, exploits and such like that... from this experience it really does look like this is all one sided.. when my client crashed i could still hear the fight ,, i heard people say that we lost 5 people to ld or crashes... and i heard the jubilation of the mob dieing,,, i quickly restarted the game to find that i didn't get my update. Now we go back to we are customers and soe is providing a product to us.. I honesly feel like i got shafted by a complany that i've supported for years. And i feel like my rights as a customer have been violated.. Can someone from SOE please address this issue by looking into it and not just give me a your just sol comment... if this were any other product it would have been fixed by now,, I've worked in customer service and if i would have told a customer what i was told i probably would have been fired for not working with the customer to fix the issue

04-20-2009, 12:54 PM	#3
Cronqar Loremaster Join Date: Dec 2004 Posts: 582	This has absolutely nothing to do with what SOE is responsible for and what your rights are. This just has something to do with probably the worst part of the game - CS. CS ist very inconsistent and at best looks at you as a part time cheater that tries to sneak in his mythical (or any other benefit for that matter). I don't know if that is ever going to change but the customer service culture at SOE has many many restrictions for the actual CSR to provide any help at all even though that you occasionally hear about the lucky soul that had success with their petition. And of course you hear about the cases where customers cheated their way to updates. Logic therefore dictates to deny any customer petition of course^^. Good luck next time with your mythical update they are getting easier each and every time.