Are GOA still there?

Bougs

Fledgling Freddie
Joined
Mar 5, 2004
Messages
20
I have lost my subscription password, and my account has run out. Every other day for the last week or so ive emailed GOA asking them if they could please send me my password, so that i can renew it. Yet i havent had any reply.
Do they not want my money or something?
 

plastic

One of Freddy's beloved
Joined
Dec 28, 2003
Messages
215
I have the same problem, sort of..

My subscription password for my main account doesn't work anymore, so I e-mailed subscription@goa.com and asked if they could send the pw to my e-mail adress. They managed change and send the password to my BB account instead (the login is simular, but not at all identical). Now I've e-mailed them again, asking if they can send the pw to the right account. Waited 1-2 weeks without reply.
 

IainC

English WAR Community Manager
Joined
Apr 21, 2004
Messages
1,862
Bougs said:
I have lost my subscription password, and my account has run out. Every other day for the last week or so ive emailed GOA asking them if they could please send me my password, so that i can renew it. Yet i havent had any reply.
Do they not want my money or something?
You don't need to email us for a subscription password. If you still have access to the same email address you initially registered with, you can use the automated mailer system on the subscription page to generate a new one.
If you don't have access to the email address anymore then you will need to email subscription@ goa.com (remove the space first) with all your registered information - name, address, cd-keys and they will be able to change it for you. I wouldn't advise spamming the billing department as one of the things which has slowed the whole system down is having to spend time investigating issues which have already been solved.
 

Draylor

Part of the furniture
Joined
Dec 23, 2003
Messages
2,591
Requiel said:
I wouldn't advise spamming the billing department as one of the things which has slowed the whole system down is having to spend time investigating issues which have already been solved.
Maybe if GOA used a decent customer support tool rather than RightNow which is intentionally designed to be slow to use youd find it alot easier.
 

Ssera

Fledgling Freddie
Joined
Dec 23, 2003
Messages
224
Draylor said:
Maybe if GOA used a decent customer support tool rather than RightNow which is intentionally designed to be slow to use youd find it alot easier.

I'm sorry but where does it say that it's intentionally designed to be slow? They say it can take a long time, not that it was meant to take a long time. Spamming Rightnow every other day with the same question just clogs up the system as someone is gonna have to read all those same messages and answer them individually which will just slow everything down for everyone...

Anyway, what customer support tool would you suggest? Phone? Sure, as long as you don't mind listening to some crappy 8-bit 'on hold' music for 16 hours on a day when things go wrong (and pay an international call to France while you're at it ^^). Email? Well, that's pretty much what RightNow is isn't it - you communicate via email just they force you to have a look at the FAQ first (something which takes all of 5 seconds to do).
 

Driwen

Fledgling Freddie
Joined
Dec 23, 2003
Messages
930
Draylor said:
Try reading it

try reading zargars words

Zargar said:
Another is Rightnow, which is really both a filter and mean of communication in itself. If people are willing to go through the trouble of opening it, log in, send a description of the problem and know they will need to wait for an answer, then it is usually because they really have something they want to say, somethng that we can read and evaluate.

it isnt meant to be slow, it is meant to deter people from using it unless it is necessary. It doesnt take that much time to go to right now, but you do have to alt tab go to right now and fill something out. Phone would work in much the same way as you need to hang on for atleast a few mins before you get a reply, if not more and you have to bother to find the number and dial it. However it has another disavtange as it most likely will cost more for both sides (even if its a free number as in the end the customers have to pay for it).
Now a faster way could be having gm's respond to an in game appeal, but that would most likely to 80% of the appeals to be useless stuff that is dealt with in the faq on right now or just largely useless appeals to catch cheaters (who 90% of the time arent cheaters).

anyway a system like right now can have the ability to respond fast to problems that need to be dealt with fast and it can let others wait for a little longer (but yes right now does seem to have problems with to many cases that just dont get any response). But the system itself wasnt designed to be slow.
 

Ssera

Fledgling Freddie
Joined
Dec 23, 2003
Messages
224
yeah ok my bad, didn't read it very well. Then again, name one CS tool where you don't have to wait for an answer...
 

Shrye

One of Freddy's beloved
Joined
Jan 21, 2004
Messages
859
Driwen said:
anyway a system like right now can have the ability to respond fast to problems that need to be dealt with fast and it can let others wait for a little longer (but yes right now does seem to have problems with to many cases that just dont get any response). But the system itself wasnt designed to be slow.

Tbh, I'm in doubt wether or not it's GOA that's slow or people not filling in the necessary details needed, forcing GOA to investigate alot of unnecessary information. The usual complaint here on FH is poorly written (not directed at you, Boug, rather in general), making communications even harder, as the same level of language is to be expected that their report will be in.

Actually, I don't even think I've had any of my reports to RightNow take more than a day, unless it was submitted on a Friday (=weekend), and I have had somewhere between 10 to 15 submissions so far. If people really wants a quick answer, at least do a little research in the "FAQ", find the correct subject or one similar to it, and include the appropiate information needed - and should you know be the worlds best at English, there's nothing wrong with having a mate helping you with filling it out.
 

Draylor

Part of the furniture
Joined
Dec 23, 2003
Messages
2,591
Driwen said:
it isnt meant to be slow
Seems your in need of sarcasm lessons ;)

Any email to their support address should hit their customer support system automatically (in this case RightNow) and be handled with the previous mails from that address. So in the case of someone spamming them daily it takes 5seconds of someones time to see 'Yeah, another one, we're dealing with it'. As a result if theyre really 'spending time investigating issues that have already been resolved' as Requiel said then its the fault of poor tools - or of tools being used wrongly.

Linking to Zargar's other post really isnt 100% relevant, I just love that post ;) It does also show nicely where GOAs thinking on how support tools should be used is very badly flawed.
 

NetNifty

Fledgling Freddie
Joined
Dec 23, 2003
Messages
254
oh yea didnt think of that, but at least once you get the question asked they should answer it fairly quick.
 

Aadia

Fledgling Freddie
Joined
Dec 28, 2003
Messages
396
NetNifty said:
oh yea didnt think of that, but at least once you get the question asked they should answer it fairly quick.

Ain't that supposed to be the same with a mail you send to their right now service? It takes them over a week to give you an answer... And i know requiel (or however you spell it) says that it's slow because of the unnecessary mails, but tbh, unnecessary mails or not, the system should work properly no matter how many mails they get and considering there were alot of ppl having problems with subscription and all of a sudden change of the subscription pass (read section albion with the title goa) i can't really figure out what's more important then those lots of emails which are practically all about the same thing. Imo they should call right now, right later

The system doesn't work period. The number of ppl that have left because of the lack of the service of right now and also the lack of information in general is huge (though goa doesn't see that since there are prolly alot of new ppl entering the game who haven't had any problems yet)
:touch:
 

HerculesPluto

Fledgling Freddie
Joined
Mar 26, 2004
Messages
494
i just found a 40quid charge from daoc on my visa bill!
ive only got 1 a/c

what sorcery is this?

my bad, 6 month thing, gah didnt know i was still on that.
 

Archeon

Fledgling Freddie
Joined
Dec 29, 2003
Messages
2,047
Mishy said:
uggg hours of hold music!!!!11

Apparently the fastest way to get past the hold music is to actually sing along. Atleast thats what I heard on the radio yesterday :D
 

Chilly

Balls of steel
Joined
Dec 22, 2003
Messages
9,047
Archeon said:
Apparently the fastest way to get past the hold music is to actually sing along. Atleast thats what I heard on the radio yesterday :D
better get a telephoen with speaker phone turn the volume down to an acceptalbe level where you cn hear if thy pick up but ont so loud that it drives u mad and do something interesting. Surf pr0n or something
 

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