SoE Customer Support and Professionalism.

Zameron · 11-09-2005, 03:18 AM

SoE,

I'm not 100% sure where to post this but since I play on test I figured I'd put it here. This started when I tried to log my main in to play a few nights ago. This is the message I receive when I try to log him into the game. Verbatim:

There was a technical difficult loading your character. Please log in to another character and submit a customer service ticket for assistance by using the /petition command and selecting the Stuck Character and Cannot Access Character catagories.

I then proceeded to log into another toon and type /petition and I filled out a report and was sent this as a reply, again verbatim:

Greetings Qlac, this is GM Sulnen,

Thank you for contacting Everquest II Customer Support. I have read your petition regarding being unable to log in your character, and have looked into the issue for you. Please be aware that this is not an issue with which in-game GMs will be able to assist you. Please contact our technical support team at [email protected], or at 1-858-537-0898.

Thank you again for contacting us. If you have any further questions or concerns in the future, please be sure to submit a new petition so that we may assist you as soon as possible. Take care, and safe travels!.

GM Sulnen

Everquest 2

I then proceeded to dial 1-858-537-0898 and was told to press 2 for Everquest 2 upon which I did. I was then directed to press 2 for technical support and which point I was directed to a new message with no options available for helping me. At no time could I break out of the message or did I ever receive actual help in the form of a person. I ever tried the billing section thinking that at least SoE would want a human handling billing issues incase SoE was losing money. Guess what, I was wrong. At no time could I locate a human being to help me. ?????? I am not a lawyer and I'm certainly not one to post on boards or complain but I've got to tell you that this has class action written all over it. How dare you SoE. I pay your salary. You GM's messages smack of BS and you actualy have the never to say things like "Take Care" and "As soon as possible". Please tell me how I'm supposed to navigate your phone message system so I can actually talk with a human being and not some electronic voice telling me if I want SWG to use a different number. I pay for this game and my main toon is stuck. I was forced to use online live chat which I'm still working through after 30 minutes. This is how you treat your customers???? This is how you are vocalizing your "Professionalism". This country is in the throes of an economic hardship and you think you can win over the competition by providing this level of support????? Clear this up, I'm sick of paying for a service I can't use. I can't even imagine what people would do if comcast, direcTV, phone servcie, etc.. stopped their service and then directed people to a number that provided absolutely no help whatsoever. This is my first run in with SoE support and I'd heard in the past how bad it was but really attributed it to over exaggeration but now I know. Your CS is horrible. Downright shameful. I would be embarrased if I was an SoE employee.

signed,

Frustrated.

trogg do · 11-09-2005, 04:00 AM

CS is horrible in eq2 without a doubt.

IllusiveThoughts · 11-09-2005, 04:01 AM

IBTL

sorry to hear about your woes, i'm sure this thread will get locked.

Dasein · 11-09-2005, 04:03 AM

It sounds like SOE was havign some trouble with it's IVR. It happens - chances are, the other companies use similar or even the same software and so will experience similar issues. Perhaps you should take a bit of time to calm down, go for a walk and call back tomorrow.

Zameron · 11-09-2005, 04:30 AM

It's getting worse. This is absolutely unacceptable. OMG, how can this happen to people. This is how live chat handled my situation. Ohh and it took over an hour for this to conclude. This is the live chat capture, again verbatim:

TSR Oliver D.:Hi, my name is TSR Oliver D.. One moment please, while I read your question.
TSR Oliver D.: What error message are you getting?
You: I'm being told I can not log into game, that my character is stuck. I was told to petition and I did but was told I needed to call SoE. I did that but could not get a hold of anyone. I need help, my main is stuck and I can't play.
TSR Oliver D.: You still with me Carl?
You: Yes
You: I just responded. Did you see my text?
TSR Oliver D.: Can you log into the game?
You: Not with my main.
TSR Oliver D.: If you can log into the game and if your character is stuck in-game you, will need to contact a in-game CSR, keep in mind that Tech and Billing cannot make any changes in-game.
TSR Oliver D.: Please submit a ticket to have your issue resolved.
You: I did
You: Wait
You: I did
You: I got a response
TSR Oliver D.: I apologize for the inconvenience.
You: Wait
TSR Oliver D.: Is there anything else I can assist you with today?
You: YES!!
You: I /petitioned and was told to call SoE. I called and was unable to get anybody. The message loops over and over again with no options for actually talking with someone.
TSR Oliver D.: What error message are you getting when you try to log in with your main char?
You: One second and I'll give you the message verbatim.
You: There was a technical difficult loading your character. Please log in to another character and submit a customer service ticket for assistance by using the /petition command and selecting the Stuck Character and Cannot Access Character catagories.
You: That is the message
TSR Oliver D.: Click on START, click on RUN, and type in the word "command" on the OPEN line. (If you're on WIN XP/2000 type in CMD, and Click ok). At the command prompt type ipconfig, and hit enter. Please tell me the IP address.

Example IP: 64.32.146.192
You: One sec, I'm behind a router.
You: 67.164.52.4
TSR Oliver D.: What is the name of the router?
You: it's my other box. I'm using ICS
TSR Oliver D.: The following web site has information on routers that have been tested with EverQuest II and are able to be used under their default configurations. If for some reason you experience a problem connecting to your EverQuest II server or the patcher, we suggest that you set your router back to its default settings.

***** URL Received: http://eq2players.station.sony.com/en/support_article.vm?label=RouterSupport
TSR Oliver D.: Please go to this link to configure router to default settings if your router is listed, if not I suggest contacting the manufacturer of the router for assistance in forwarding the ports from 1023-65535 or bypassing the router and connecting directly to the modem.
TSR Oliver D.: This is a common issue with routers, please either simplify your connection by connecting directly to the modem or configuring your router with the information above
TSR Oliver D.: Make sure that the ports suggested above are forwarded for both TCP and UDP, there may be an issue where the router is skipping hops and/or getting packet loss when not configured correctly. Also firewalls and anti-viruses can also cause connection/lag issues.
You: Excuse me, I think we are not on the same page.
You: I'm can log in fine with all of my other 5 toons. My main is stuck and can't be logged in. it's not a connection issue.
You: I get a game message after I sign into the game and select my toon. I'm already connected. it started to load then I get a game message telling me he's stuck. It's not a connection issue. I am in game as we speak with another toon. It's a server issue with my toon.
TSR Oliver D.: Keep in mind that this department only deals with Tech (crashing, lag and connection issues) and Billing issues. If you feel that your character is stuck/bugged please submit another ticket to have them check your account. Other wise try what I have suggested.

LOL, I am canceling my account after a full year and all the money I've spent in expansions, I'm truly stunned. I will never purchase another SoE title again. I will tell all my friends what has happened and make sure none of them make the same mistake.

P.S. To CASWYDIAN in regards to your post of:

It sounds like SOE was havign some trouble with it's IVR. It happens - chances are, the other companies use similar or even the same software and so will experience similar issues. Perhaps you should take a bit of time to calm down, go for a walk and call back tomorrow.

This is the 3rd day. If I take your advise I will walk myself to death. Good day.

You: Thank you.

Zameron · 11-09-2005, 04:30 AM

To show I don't threaten:

Payment Confirmation

You have cancelled your subscription. Thank you for your patronage.

Shantee · 11-09-2005, 04:47 AM

This is the wrong forum to discuss this. This is a Testing feedback forum, not a Tech Support forum. If it is related to testing then fine, but from what I understand, you are just complaining bout the lack of support you recieved (I totally understand the frustation) But you won't get results in the In Testing/Feedback forums.

Vicio · 11-09-2005, 05:45 AM

Still, it's a good read.

Reminds me of the CS guy who told a player his character couldn't have the prefix Sir attached to his name because it violated naming policy.

Daish · 11-09-2005, 06:31 AM

This is the wrong forum to discuss this. This is a Testing feedback forum, not a Tech Support forum. If it is related to testing then fine, but from what I understand, you are just complaining bout the lack of support you recieved (I totally understand the frustation) But you won't get results in the In Testing/Feedback forums.

Yeah, yeah... this is the testing forums.... of course, since we are all paying to play beta, wouldnt that mean that anything related to the game is considered fair game in the 'testing forums'?

How long should the player community try to help SOE hide behind thier censored forums and jacked up customer service? Is there a forum for 'hey, SOE customer service is horrible?' ... NO, there isnt, is there?

So, by default, then the player community has no outlet to go to when SOE customer service does things like this... and, for some strange reason, the player community, like yourself, find pleasure in helping SOE remain apart from actual customer concerns/problems... by pointing to a stupid forum rule... while your fellow players are quitting left and right.

Great job, make sure you get your reward from SOE when there are no players left, and you fought the good fight for the all powerful forum rules.... sigh...

Shantee · 11-09-2005, 06:59 AM

Some just don't get it do they? There will NEVER been a perfect online game, they are always changing and evolving, some for the better and some for the worse. *shrug*

Heiro · 11-09-2005, 09:28 AM

First off, I share the same thing happening to my Main ... going on 6 days now.

This is an issue on their end. One of their QA people had it happen to them, I had it happen to me , and Zam had it happen to him to.

I was also told some BS in my /petition, delete my UI files and if that doesnt work to call their TOLL number.

MY system is fine, this problem happens on 3 different PCs, .. my other accounts log in fine, just my Main character ..

I refused to call their toll number for support, not only will you get the phone message run around, but if you do by some miracle get a live person, they cant help you anyway, because they cant answer any issues that isnt pre-written in their script.

And this does belong in the Testers Feedback area for a number of reasons...

1) Zameron ~~plays~~ played on Test... thats where the problem is happening.

2) He is giving feedback on an issue that is related to the game (CS is part of any online game).

3) This started Thursday night... it is now Tuesday night, thats 5 days with no resolution, and it needs to be addressed (both the stuck problem and the lack of real Customer support)

I know that Test is a server prone to having some flaky issues, but issues such as this, should not have to wait a week before getting fixed. Having the goblins snag 50silver instead of the stated 10silver was an issue that could wait... but having Players not be able to play should always be looked at immeadiately.

Shantee · 11-09-2005, 11:22 AM

I totally agree with you Heiro, and I'm sad you haven't been able to play.. we miss you! I was just pointing out the game isn't always how we like it, and yes 6 days is way to much, if this was live.. they would have had it fixed the day it happened. But we know how it is on test unfortuantly.

Mat · 11-09-2005, 12:11 PM

Some just don't get it do they? There will NEVER been a perfect online game, they are always changing and evolving, some for the better and some for the worse. *shrug*

I would like to see what you are goin to act like when you are hit by such situation, honestly.

To the Topic Poster:

We all know how their services are. They won't do anything until something turns big enough. I had the same issue and I continued to petition until they give me an acceptable answer. And I got it back on the 5th ticket after more than 72 hours. I would advise you to fight till youget what you deserve. Good luck! SMILEY

Shantee · 11-09-2005, 12:20 PM

Was a reply to this little statement since we are all paying to play beta If you look at it that way, all games are beta :smileyvery-happy: I truly hope you get your characters back

Message Edited by Shantee on 11-08-2005 11:20 PM

Kuulei · 11-09-2005, 02:06 PM

I am sorry about your login issue and that it upset you enough to close your account.

You are not alone and as posted before you in another thread and posted as a reply to your thread, others are having this issue including one of our QA's who happen to actually be an employee of SOE.

I am sorry you didn't have the patience to hang in there and possibly help rectify this problem not only for yourself but perhaps others as well. Compared to the plethora of bugs I went through on EQ1 test server, vanishing toons, loss of all gear, loss of all spells, strange death-loops, you name it and some issues taking as long as 10 days to fix!(recalls losing all banked items and all gear and went on a raid in mage-summoned gear and weapon because I didn't want to miss the raid!) :smileysurprised:... EQ2 hasn't been all that bad for me at least, just a loss of a t5 rare when we were having a run of crashes from a known bug, I used /petition and got some stupid automated response from someone.. I'll just say that some very unlady-like words do come to mind when dealing with those that respond to /petitons.

I'd like to take this time to stress that /petition and other means of support pretty much are useless when you play on a test server :smileyindifferent: Those that contact you don't know squat about test server. Your best bet is to contact your QA directly. Most of all, you need patience :smileytongue: despite how thin it can run.

You will be missed dearly, please keep in touch with us.

/nibbles

Message Edited by Kuulei on 11-09-2005 01:16 AM

Artorio · 11-09-2005, 09:18 PM

A little rundown of this thread here. Any of you who read the OP's post and his reply with the text from the CSR, and still flames him, all deserve honors for fanboys of the year. It's not about being a perfect online game. Of course no game will be perfect, especially when there are near daily patches going into affect. I think for the most part we as Players understand that. What we as CUSTOMERS don't understand is the lack of customer support. Let's just compare this with say, Applebee's. My fiance and I ate there a few months back and both of our meals were wrong when they were delivered to the table. Ok fine, ask for a manager. Quickly a manager came out to the table and apologized for the mistake, he removed the plates and within 10 minutes our orders, correct, were back at the table. Not only that he comped our meals and gave us a free dessert. This is called Customer Service and Satisfaction. It's a basic principle of all service related business. Argue as you may that SOE is a Video Game Developer, they still offer a service to paying customers. Only in the video game industry can a company release a half-[expletive haxx0red by Raijinn] product, give half-[expletive haxx0red by Raijinn] customer service, and charge a premium rate. The only reason they can, is because we let them. SOE and other service style video game companies aren't held liable for their poor customer service. Unfortunately there are too many fanboys who will let SOE walk all over them, and they justify it by saying things like, "Well SOE provides us with a fun game." or "It's SOE's Game, not mine, I just rent it." Well I'm just renting carpet cleaning equipment, but if it doesn't work right, you can believe that the company I rented it from will make it right, quickly. In closing I'll say that I enjoy EQ2, it's a great game with great people, but in the Service part of SOE's staff there is something left to be desired.

VizP · 11-09-2005, 09:56 PM

I have to say.. I love EQ2 but that dialogue on live chat with the CSR was absolutely awful - who was that guy? He didn't seem to be listening to the situation at all... what was he doing, watching TV while doing his work? If I was the OP I would be really angry as well.. I hope someone looks at this thread and that post specifically and tries to get to the bottom of what is going wrong there because I doubt this is just a one off....

Raijinn · 11-09-2005, 11:37 PM

I'm going to lock the thread so as to not allow this thread to get too far into a flame war however I will forward on your concerns.

11-09-2005, 04:01 AM	#3
IllusiveThoughts Loremaster Join Date: Nov 2004 Posts: 2,311	IBTL sorry to hear about your woes, i'm sure this thread will get locked. __________________ The wizards creed: __________________________________________________ _____________________________________ you will die, you will die often, you will die for no reason, you will die for a reason, you will die because soe wants you to die, did I mention you will die? Start getting used to it.

11-09-2005, 04:03 AM	#4
Dasein Loremaster Join Date: Nov 2004 Posts: 2,847	It sounds like SOE was havign some trouble with it's IVR. It happens - chances are, the other companies use similar or even the same software and so will experience similar issues. Perhaps you should take a bit of time to calm down, go for a walk and call back tomorrow. __________________ Troll Lord Casywdian

11-09-2005, 04:47 AM	#7
Shantee Tester Join Date: Nov 2004 Location: Test Server Posts: 138	This is the wrong forum to discuss this. This is a Testing feedback forum, not a Tech Support forum. If it is related to testing then fine, but from what I understand, you are just complaining bout the lack of support you recieved (I totally understand the frustation) But you won't get results in the In Testing/Feedback forums. __________________ Chii 60 Monk ~ Test Server Kaida 50 Defiler Semi Retired ~ Test Server

11-09-2005, 06:59 AM	#10
Shantee Tester Join Date: Nov 2004 Location: Test Server Posts: 138	Some just don't get it do they? There will NEVER been a perfect online game, they are always changing and evolving, some for the better and some for the worse. shrug __________________ Chii 60 Monk ~ Test Server Kaida 50 Defiler Semi Retired ~ Test Server

11-09-2005, 11:22 AM	#12
Shantee Tester Join Date: Nov 2004 Location: Test Server Posts: 138	I totally agree with you Heiro, and I'm sad you haven't been able to play.. we miss you! I was just pointing out the game isn't always how we like it, and yes 6 days is way to much, if this was live.. they would have had it fixed the day it happened. But we know how it is on test unfortuantly. __________________ Chii 60 Monk ~ Test Server Kaida 50 Defiler Semi Retired ~ Test Server

11-09-2005, 03:18 AM	#1
Zameron Tester Join Date: Mar 2005 Posts: 5	SoE, I'm not 100% sure where to post this but since I play on test I figured I'd put it here. This started when I tried to log my main in to play a few nights ago. This is the message I receive when I try to log him into the game. Verbatim: There was a technical difficult loading your character. Please log in to another character and submit a customer service ticket for assistance by using the /petition command and selecting the Stuck Character and Cannot Access Character catagories. I then proceeded to log into another toon and type /petition and I filled out a report and was sent this as a reply, again verbatim: Greetings Qlac, this is GM Sulnen, Thank you for contacting Everquest II Customer Support. I have read your petition regarding being unable to log in your character, and have looked into the issue for you. Please be aware that this is not an issue with which in-game GMs will be able to assist you. Please contact our technical support team at [email protected], or at 1-858-537-0898. Thank you again for contacting us. If you have any further questions or concerns in the future, please be sure to submit a new petition so that we may assist you as soon as possible. Take care, and safe travels!. GM Sulnen Everquest 2 I then proceeded to dial 1-858-537-0898 and was told to press 2 for Everquest 2 upon which I did. I was then directed to press 2 for technical support and which point I was directed to a new message with no options available for helping me. At no time could I break out of the message or did I ever receive actual help in the form of a person. I ever tried the billing section thinking that at least SoE would want a human handling billing issues incase SoE was losing money. Guess what, I was wrong. At no time could I locate a human being to help me. ?????? I am not a lawyer and I'm certainly not one to post on boards or complain but I've got to tell you that this has class action written all over it. How dare you SoE. I pay your salary. You GM's messages smack of BS and you actualy have the never to say things like "Take Care" and "As soon as possible". Please tell me how I'm supposed to navigate your phone message system so I can actually talk with a human being and not some electronic voice telling me if I want SWG to use a different number. I pay for this game and my main toon is stuck. I was forced to use online live chat which I'm still working through after 30 minutes. This is how you treat your customers???? This is how you are vocalizing your "Professionalism". This country is in the throes of an economic hardship and you think you can win over the competition by providing this level of support????? Clear this up, I'm sick of paying for a service I can't use. I can't even imagine what people would do if comcast, direcTV, phone servcie, etc.. stopped their service and then directed people to a number that provided absolutely no help whatsoever. This is my first run in with SoE support and I'd heard in the past how bad it was but really attributed it to over exaggeration but now I know. Your CS is horrible. Downright shameful. I would be embarrased if I was an SoE employee. signed, Frustrated.

11-09-2005, 04:00 AM	#2
trogg do Join Date: Mar 2005 Posts: 8	CS is horrible in eq2 without a doubt.

11-09-2005, 04:30 AM	#5
Zameron Tester Join Date: Mar 2005 Posts: 5	It's getting worse. This is absolutely unacceptable. OMG, how can this happen to people. This is how live chat handled my situation. Ohh and it took over an hour for this to conclude. This is the live chat capture, again verbatim: TSR Oliver D.:Hi, my name is TSR Oliver D.. One moment please, while I read your question. TSR Oliver D.: What error message are you getting? You: I'm being told I can not log into game, that my character is stuck. I was told to petition and I did but was told I needed to call SoE. I did that but could not get a hold of anyone. I need help, my main is stuck and I can't play. TSR Oliver D.: You still with me Carl? You: Yes You: I just responded. Did you see my text? TSR Oliver D.: Can you log into the game? You: Not with my main. TSR Oliver D.: If you can log into the game and if your character is stuck in-game you, will need to contact a in-game CSR, keep in mind that Tech and Billing cannot make any changes in-game. TSR Oliver D.: Please submit a ticket to have your issue resolved. You: I did You: Wait You: I did You: I got a response TSR Oliver D.: I apologize for the inconvenience. You: Wait TSR Oliver D.: Is there anything else I can assist you with today? You: YES!! You: I /petitioned and was told to call SoE. I called and was unable to get anybody. The message loops over and over again with no options for actually talking with someone. TSR Oliver D.: What error message are you getting when you try to log in with your main char? You: One second and I'll give you the message verbatim. You: There was a technical difficult loading your character. Please log in to another character and submit a customer service ticket for assistance by using the /petition command and selecting the Stuck Character and Cannot Access Character catagories. You: That is the message TSR Oliver D.: Click on START, click on RUN, and type in the word "command" on the OPEN line. (If you're on WIN XP/2000 type in CMD, and Click ok). At the command prompt type ipconfig, and hit enter. Please tell me the IP address. Example IP: 64.32.146.192 You: One sec, I'm behind a router. You: 67.164.52.4 TSR Oliver D.: What is the name of the router? You: it's my other box. I'm using ICS TSR Oliver D.: The following web site has information on routers that have been tested with EverQuest II and are able to be used under their default configurations. If for some reason you experience a problem connecting to your EverQuest II server or the patcher, we suggest that you set your router back to its default settings. ***** URL Received: http://eq2players.station.sony.com/en/support_article.vm?label=RouterSupport TSR Oliver D.: Please go to this link to configure router to default settings if your router is listed, if not I suggest contacting the manufacturer of the router for assistance in forwarding the ports from 1023-65535 or bypassing the router and connecting directly to the modem. TSR Oliver D.: This is a common issue with routers, please either simplify your connection by connecting directly to the modem or configuring your router with the information above TSR Oliver D.: Make sure that the ports suggested above are forwarded for both TCP and UDP, there may be an issue where the router is skipping hops and/or getting packet loss when not configured correctly. Also firewalls and anti-viruses can also cause connection/lag issues. You: Excuse me, I think we are not on the same page. You: I'm can log in fine with all of my other 5 toons. My main is stuck and can't be logged in. it's not a connection issue. You: I get a game message after I sign into the game and select my toon. I'm already connected. it started to load then I get a game message telling me he's stuck. It's not a connection issue. I am in game as we speak with another toon. It's a server issue with my toon. TSR Oliver D.: Keep in mind that this department only deals with Tech (crashing, lag and connection issues) and Billing issues. If you feel that your character is stuck/bugged please submit another ticket to have them check your account. Other wise try what I have suggested. LOL, I am canceling my account after a full year and all the money I've spent in expansions, I'm truly stunned. I will never purchase another SoE title again. I will tell all my friends what has happened and make sure none of them make the same mistake. P.S. To CASWYDIAN in regards to your post of: It sounds like SOE was havign some trouble with it's IVR. It happens - chances are, the other companies use similar or even the same software and so will experience similar issues. Perhaps you should take a bit of time to calm down, go for a walk and call back tomorrow. This is the 3rd day. If I take your advise I will walk myself to death. Good day. You: Thank you.

11-09-2005, 04:30 AM	#6
Zameron Tester Join Date: Mar 2005 Posts: 5	To show I don't threaten: Payment Confirmation You have cancelled your subscription. Thank you for your patronage.

11-09-2005, 05:45 AM	#8
Vicio Join Date: Nov 2004 Posts: 178	Still, it's a good read. Reminds me of the CS guy who told a player his character couldn't have the prefix Sir attached to his name because it violated naming policy.

11-09-2005, 06:31 AM	#9
Daish Join Date: Nov 2004 Posts: 72	This is the wrong forum to discuss this. This is a Testing feedback forum, not a Tech Support forum. If it is related to testing then fine, but from what I understand, you are just complaining bout the lack of support you recieved (I totally understand the frustation) But you won't get results in the In Testing/Feedback forums. Yeah, yeah... this is the testing forums.... of course, since we are all paying to play beta, wouldnt that mean that anything related to the game is considered fair game in the 'testing forums'? How long should the player community try to help SOE hide behind thier censored forums and jacked up customer service? Is there a forum for 'hey, SOE customer service is horrible?' ... NO, there isnt, is there? So, by default, then the player community has no outlet to go to when SOE customer service does things like this... and, for some strange reason, the player community, like yourself, find pleasure in helping SOE remain apart from actual customer concerns/problems... by pointing to a stupid forum rule... while your fellow players are quitting left and right. Great job, make sure you get your reward from SOE when there are no players left, and you fought the good fight for the all powerful forum rules.... sigh...

11-09-2005, 09:28 AM	#11
Heiro Tester Join Date: Nov 2004 Posts: 146	First off, I share the same thing happening to my Main ... going on 6 days now. This is an issue on their end. One of their QA people had it happen to them, I had it happen to me , and Zam had it happen to him to. I was also told some BS in my /petition, delete my UI files and if that doesnt work to call their TOLL number. MY system is fine, this problem happens on 3 different PCs, .. my other accounts log in fine, just my Main character .. I refused to call their toll number for support, not only will you get the phone message run around, but if you do by some miracle get a live person, they cant help you anyway, because they cant answer any issues that isnt pre-written in their script. And this does belong in the Testers Feedback area for a number of reasons... 1) Zameron ~~plays~~ played on Test... thats where the problem is happening. 2) He is giving feedback on an issue that is related to the game (CS is part of any online game). 3) This started Thursday night... it is now Tuesday night, thats 5 days with no resolution, and it needs to be addressed (both the stuck problem and the lack of real Customer support) I know that Test is a server prone to having some flaky issues, but issues such as this, should not have to wait a week before getting fixed. Having the goblins snag 50silver instead of the stated 10silver was an issue that could wait... but having Players not be able to play should always be looked at immeadiately.

11-09-2005, 12:11 PM	#13
Mat General Join Date: Dec 2004 Posts: 137	Some just don't get it do they? There will NEVER been a perfect online game, they are always changing and evolving, some for the better and some for the worse. shrug I would like to see what you are goin to act like when you are hit by such situation, honestly. To the Topic Poster: We all know how their services are. They won't do anything until something turns big enough. I had the same issue and I continued to petition until they give me an acceptable answer. And I got it back on the 5th ticket after more than 72 hours. I would advise you to fight till youget what you deserve. Good luck!

11-09-2005, 12:20 PM	#14
Shantee Tester Join Date: Nov 2004 Location: Test Server Posts: 138	Was a reply to this little statement since we are all paying to play beta If you look at it that way, all games are beta :smileyvery-happy: I truly hope you get your characters back Message Edited by Shantee on 11-08-2005 11:20 PM __________________ Chii 60 Monk ~ Test Server Kaida 50 Defiler Semi Retired ~ Test Server

11-09-2005, 02:06 PM	#15
Kuulei Tester Join Date: Dec 2004 Posts: 468	I am sorry about your login issue and that it upset you enough to close your account. You are not alone and as posted before you in another thread and posted as a reply to your thread, others are having this issue including one of our QA's who happen to actually be an employee of SOE. I am sorry you didn't have the patience to hang in there and possibly help rectify this problem not only for yourself but perhaps others as well. Compared to the plethora of bugs I went through on EQ1 test server, vanishing toons, loss of all gear, loss of all spells, strange death-loops, you name it and some issues taking as long as 10 days to fix!(recalls losing all banked items and all gear and went on a raid in mage-summoned gear and weapon because I didn't want to miss the raid!) :smileysurprised:... EQ2 hasn't been all that bad for me at least, just a loss of a t5 rare when we were having a run of crashes from a known bug, I used /petition and got some stupid automated response from someone.. I'll just say that some very unlady-like words do come to mind when dealing with those that respond to /petitons. I'd like to take this time to stress that /petition and other means of support pretty much are useless when you play on a test server :smileyindifferent: Those that contact you don't know squat about test server. Your best bet is to contact your QA directly. Most of all, you need patience :smileytongue: despite how thin it can run. You will be missed dearly, please keep in touch with us. /nibbles Message Edited by Kuulei on 11-09-2005 01:16 AM __________________ Kuulei ~ Warden of Test

11-09-2005, 09:18 PM	#16
Artorio General Join Date: Nov 2004 Posts: 32	A little rundown of this thread here. Any of you who read the OP's post and his reply with the text from the CSR, and still flames him, all deserve honors for fanboys of the year. It's not about being a perfect online game. Of course no game will be perfect, especially when there are near daily patches going into affect. I think for the most part we as Players understand that. What we as CUSTOMERS don't understand is the lack of customer support. Let's just compare this with say, Applebee's. My fiance and I ate there a few months back and both of our meals were wrong when they were delivered to the table. Ok fine, ask for a manager. Quickly a manager came out to the table and apologized for the mistake, he removed the plates and within 10 minutes our orders, correct, were back at the table. Not only that he comped our meals and gave us a free dessert. This is called Customer Service and Satisfaction. It's a basic principle of all service related business. Argue as you may that SOE is a Video Game Developer, they still offer a service to paying customers. Only in the video game industry can a company release a half-[expletive haxx0red by Raijinn] product, give half-[expletive haxx0red by Raijinn] customer service, and charge a premium rate. The only reason they can, is because we let them. SOE and other service style video game companies aren't held liable for their poor customer service. Unfortunately there are too many fanboys who will let SOE walk all over them, and they justify it by saying things like, "Well SOE provides us with a fun game." or "It's SOE's Game, not mine, I just rent it." Well I'm just renting carpet cleaning equipment, but if it doesn't work right, you can believe that the company I rented it from will make it right, quickly. In closing I'll say that I enjoy EQ2, it's a great game with great people, but in the Service part of SOE's staff there is something left to be desired. __________________

11-09-2005, 09:56 PM	#17
VizP Loremaster Join Date: Mar 2005 Posts: 558	I have to say.. I love EQ2 but that dialogue on live chat with the CSR was absolutely awful - who was that guy? He didn't seem to be listening to the situation at all... what was he doing, watching TV while doing his work? If I was the OP I would be really angry as well.. I hope someone looks at this thread and that post specifically and tries to get to the bottom of what is going wrong there because I doubt this is just a one off.... __________________ The Fable of the Soulmover - Silthian's Journal

11-09-2005, 11:37 PM	#18
Raijinn Community Relations Join Date: Nov 2004 Posts: 406	I'm going to lock the thread so as to not allow this thread to get too far into a flame war however I will forward on your concerns. __________________ Regards, Joel "Raijinn" Sasaki