EU CSR's

[scorge]

Magus,

whar are the core hours now for CSR support on english servers? is it 24/7 or not?

 

[charl8tan]

And when in god's name are the allowed to restore items, as apparently they're not able to when an item is lost due to a bug!

Obviously I'm somewhat bitter and twisted by recent events...

 

[Penlid]

24/7 support apparently based in Ireland, so after 9 i'd say they're down the pub for a bevvy and collapsed back in the office by 1.

 

[scorge]

will see how long it takes to get a responce for an ingame appeal

hopefully not monday

 

[scorge]

ummm looks like fridays ane weekends is limited support

 

[Svartmetall]

ummm looks like fridays ane weekends is limited support

Um no, that's not on. 24/7 means 24/7. Or else it's not "equal or better than".

 

[Spookie]

Um no, that's not on. 24/7 means 24/7. Or else it's not "equal or better than".

You can advertise for positions but it doesn't mean people will take them.

 

[Cadelin]

You can advertise for positions but it doesn't mean people will take them.

If they can't get people to fill the jobs you either have to offer more money or stop saying 24/7 support!

 

[Manisch Depressiv]

And when in god's name are the allowed to restore items, as apparently they're not able to when an item is lost due to a bug!

Obviously I'm somewhat bitter and twisted by recent events...

Reimbursment policy through almost all MMOGs I know has been super shit.

I remeber a bug in EVE Online (sensor dampener CTD) that we filed and which was open for a couple of months. Instead of checking on it and fixing it and reimbursing players losing stuff due to crashing and dying then, CCP decided (after a couple of months) to hand out warnings to players using sensor dampeners (was a common item at the time).

With GOA, I did a quest series once (Dragonslayer Armor) and had it all done, just didn't cash in the reward, as I didn't have space in inventory, was confused by dexterity stats on armor for a Slash Infi and needed to sort it, but I wanted to do it the next day after. A new patch came, changed stuff and I couldn't cash in the quest anymore and a GM seriously asked me to kill the 3 Dragons six more times, on an almost empty server.

Had a good experience with Tabula Rasa where GMs were handing out in game cash lost due to bugs and tagging broken quests for one as done. Only one exceptionally good reimburstment policy I remeber.

 

[Fana]

Best CS ive ever had in a MMO was in Dungeons and Dragons Online where a CS response usually didnt take more than a couple of minutes and a GM once came and helped us (as a character) with a bugged instance for about an hour, chatting and being very good natured all the while. They were always very human and good to talk to, none of the flow-chart canned responses we get in all other MMO's.

 

[Tallen]

SWG had excellent CS in the early days, you'd actually get personal feedback and get to talk to someone, unlike GOA who seem to be, once again, providing no noticable support.

Raised an appeal the other day, played for 6 hours, never even got acknowledged or answered and afaik it still hasn't been even registered. No response ingame, no repsonse on the email, nothing in my game account....

Has anyone actually had in-game CS yet? If so how was it?

 

[Ctuchik]

Has anyone actually had in-game CS yet? If so how was it?

i have, never got a quest item to be able to complete it. figured a GM/CM would be able to place it in my quest tab but unfortunately he couldn't, had to abandon the quest and retake it.

response was maybe half an hour after i made the ticket on a saturday afternoon.

 

[Ctuchik]

speaking of CSR's. anyone know if they actually enforce the naming policy?

i've reported quite a few names thats clearly breaking the naming policy and neither of them have had their names changed.

 

[kivik]

I've had this backpack bug (can't see nor handle loot) for 2 weeks now on my main character. When I appealed the 2nd time I got an ingame response from a CSR.

"We are aware of this bug and we are working on it. But at the moment we can't do anything about it."

....

So haven't been able to progress on my character for 2 weeks... Now wonder if I'll get some form of compensation...

 

[Jupitus]

7 PM last night (Saturday) my wife's character got stuck under an area she was questing in. /Stuck didn't work nor did relogging, and although she could have used her binding stone, she hadn't updated it so it was miles off.

Logged a request under 'character stuck' category, and had a CSR summon her away in about 5 minutes time... quick question and answer about what she was doing to get stuck, then a polite thank you and off he went.

That's 24/7 in my book

 

[Manisch Depressiv]

Except that GMs in most likely all MMOGs have tools to resolve stuck petitions quickly. It's almost like a game feature and a resolve within minutes is a must imo.

Rate a service for the solution of real problems, see kivik's.

 

[Jupitus]

Except that GMs in most likely all MMOGs have tools to resolve stuck petitions quickly. It's almost like a game feature and a resolve within minutes is a must imo.

Rate a service for the solution of real problems, see kivik's.

So? They proritise problems? Fact remains they were still there at 7PM on Saturday to fix a player issue.

 

[MagnusGOA]

Magus,

whar are the core hours now for CSR support on english servers? is it 24/7 or not?

We cover 24/7, year round. Naturally, we've got more CSR's on during peak hours than we'd have 4am.

And when in god's name are the allowed to restore items, as apparently they're not able to when an item is lost due to a bug!

Obviously I'm somewhat bitter and twisted by recent events...

I'm sorry to hear so; bitterness is a horrible, joy-consuming process.

Currently, our item reimbursement policy is indeed quite limited; only items lost due to a confirmed bug are investigated. We're well aware that many would love to see this change. Right now, reporting new bugs is a priority and our CSR's spend lots of time and effort doing so. As the game - partly through their work - become more stable, we'll be able to free up more time. We'll try to make our item reimbursal policy more generous but right now it isn't possible.

I've had this backpack bug (can't see nor handle loot) for 2 weeks now on my main character. When I appealed the 2nd time I got an ingame response from a CSR.

"We are aware of this bug and we are working on it. But at the moment we can't do anything about it."

....

So haven't been able to progress on my character for 2 weeks... Now wonder if I'll get some form of compensation...

Some things cannot be fixed by CSR's though. We'd love to have a glassed-in red button stating "fix character bug", but there's no such thing. These things are unfortunate and everyone involved, from GOA CSR's, QA and the crew at Mythic are all doing their best in finding solutions, but there will always be some who fall through the cracks.

I do hope a solution is found to your problem soon.


-Magnus

 

[Nate]

Nearly every appeal I've submitted so far the following day I've had a CSR come back to me, occasionally I just get what looks to be the automated e-mail which doesn't really help..it doesn't even tell me what the appeal was about, it's pretty easy to forget these things. It might be 24/7 support but it sure as hell isn't quick. Every issue I had either sorts itself out before the CSR answers or doesn't matter anymore. I'm not impressed tbh.

 

[Gahn]

.....


Some things cannot be fixed by CSR's though. We'd love to have a glassed-in red button stating "fix character bug", but there's no such thing. These things are unfortunate and everyone involved, from GOA CSR's, QA and the crew at Mythic are all doing their best in finding solutions, but there will always be some who fall through the cracks.

I do hope a solution is found to your problem soon.


-Magnus

I see tho you conveniently skipped the compensation part, he's not his fault if a bug prevents him to further progress on his main character.
Yeh he can reroll another one, but he's forced to do so.
Will he get compensation for this?

 

[charl8tan]

Magnus - I've lost items in PQ's (recently a wonderful purple set of shoulders) when clicking Accept after selecting the item. Also I lost a few items from our Guild Vault when transferring them to my inventory. The Guild Vault issue was fixed in the last patch (apparently) and I'm pretty sure the other must be a confirmed bug as I know lots of people have reported it.

Yet I get nothing returned at all when reporting them lost...I don't see how that's restoring items lost to "confirmed" bugs...Or can I resubmit and get some of these things back now (ie the shoulders!) as it is most definitely annoying me like hell.

 

[kivik]

Some things cannot be fixed by CSR's though. We'd love to have a glassed-in red button stating "fix character bug", but there's no such thing. These things are unfortunate and everyone involved, from GOA CSR's, QA and the crew at Mythic are all doing their best in finding solutions, but there will always be some who fall through the cracks.

I do hope a solution is found to your problem soon.


-Magnus

3 weeks now and counting. I'm stuck at lvl 18 while most of my guildies and friends have reached up to 30+ already.

I've tried to contact support and crap because this is just unacceptable. I demand some form of compensation (free month subscription) or something like that so I can delete my character and restart my wasted free month that was included when I bought WAR. OR I want a refund for buying this shit service game.

By the looks of it, these are the only solutions possible. Because you sure as hell seem to lack the competence to fix a bug already known in closed beta.

 

[Fafnir]

And they seem to be in a hurry, reported a bug, took around 30 min before CSR contacted me, but i was in a hectic fight for about 30 sec, when last mob died, i got msg he would send and email, when i replied he was not there.

 

[Leel]

I reported something around 2-3 am cet last night and got answer around 6am. Maybe they just got a lot to do, and it should be safe to assume that they don't have that many csr's at work during that time anyway. I feel it's good enough anyway.

 

[Roo Stercogburn]

So? They proritise problems? Fact remains they were still there at 7PM on Saturday to fix a player issue.

I just ran out of beer. Get one of those slackers to the local offy for me

Oh come on. Legitimate player issue! At least as legitimate as most reported

 

[charl8tan]

I've had this backpack bug (can't see nor handle loot) for 2 weeks now on my main character. When I appealed the 2nd time I got an ingame response from a CSR.

"We are aware of this bug and we are working on it. But at the moment we can't do anything about it."

....

So haven't been able to progress on my character for 2 weeks... Now wonder if I'll get some form of compensation...

You using any addons? Can't remember which one it was however I installed an addon that resulted in exactly that happening to me. Didn't happen the moment I installed it, rather it started just after a patch/hotfix so I went through and removed addons until I found the culprit.

If you're not using addons, then I have no idea. Haven't heard of anyone else with an issue remotely like this.

 

[kivik]

Nope no addons. And it's only that character.