Progression CS Nightmare

[Zarcath]

The issue at hand

On 7/12/06, Fires of Heaven raided Plane of Hate and killed Grandmaster R`Tal. Upon his death and the subsequent loot assignments we discovered that no one else in the raid could loot him other then our Raid Leader, Keystone. As the decay timer dropped to 1 minute and we were still unable to loot it, Keystone was forced to loot the items to save them for transfer at a later date. Both Keystone and I have been attempting to contact a Lead-GM to assist us with this but so far have been unsuccessful.

During the course of trying to resolve this matter I have encountered some extreme acts of unprofessional behavior. Including:

Claiming I was unavailable to be helped and addressing me by the wrong name - http://img.photobucket.com/albums/v435/calchan/lies.jpg

Presenting themselves incorrectly - http://img.photobucket.com/albums/v4...chan/lies2.jpg

On 07-12-2006, a completely different progression guild experienced the SAME problem on the SAME day with the SAME mob, Grandmaster R`Tal. (http://eqforums.station.sony.com/eq/...d=27326#M33422)

Maddoc has said that the Raid Feature on progression was still underdevelopment and required additional re-tweaks to regain it’s functionality. Infact during the first few days of progression the Raid Feature wasn’t even available.

Dispite our attempts, the unprofessionalism displayed and the same incident occurring with a different progression guild, we are STILL fighting with the GM’s to transfer the items to their rightful owner. I'd also like to mention that when this problem was encountered in WoW the items were transferred without hassle.

The ticket after we were finished, added red and blue tags for easier reading.
http://img.photobucket.com/albums/v4...chan/gmlog.jpg

[Rythonn]

Same ole SOE. Some things never change, you get the same shit service in wow though. It is so frustrating talking to GMs in both these games. Half the time you get an automated message and have to re-petition. Makes me wanna go to a fan-faire and dick punch a few people.

[Xitix]

This isn't rocket science, detail the bug and then ask that the loot be transfered once it's confirmed. Your way too wordy in your petitions and go off on tangents like mentioning your an ex-GM and start talking about policy. Something more along the lines of:

In hate last night we killed mob X and the corpse could only be looted by the raid leader for 29 minutes at which point we had him loot the items for possible transfer to the correct players. It seems there is a bug related to the newly added raid functionality on the progression server that is preventing the looting of some corpses by everybody that should be able to.

Item X, Y and Z currently on player A were supposed to be looted by players B, C and D respectively.
-------------------------
Now even that may not get you anywhere but at least if you hit a brick wall of stupidity you will have wasted less of your own time dealing with it.

[WarderX]

I am good friends irl with a EQ GM... I don't know if he has jurisdiction over the progression server but I can ask him to try to lend a hand if this goes un-resolved. (although i don't know if it will do any good)

[Zarcath]

Originally Posted by Xitix

This isn't rocket science, detail the bug and then ask that the loot be transfered once it's confirmed. Your way too wordy in your petitions and go off on tangents like mentioning your an ex-GM and start talking about policy. Something more along the lines of:

In hate last night we killed mob X and the corpse could only be looted by the raid leader for 29 minutes at which point we had him loot the items for possible transfer to the correct players. It seems there is a bug related to the newly added raid functionality on the progression server that is preventing the looting of some corpses by everybody that should be able to.

Item X, Y and Z currently on player A were supposed to be looted by players B, C and D respectively.
-------------------------
Now even that may not get you anywhere but at least if you hit a brick wall of stupidity you will have wasted less of your own time dealing with it.

Wow did that really come out of your mouth? Bug reports, that's a good one. Yeah I expect QA to come right after they verify the bug and give us our shit back.

We need the authorization of a Lead GM or higher to do the transfer and I can't get past the regular GMs. I keep telling these guys i'm an ex-GM so I can bypass all of this cockblock bullshit and get to someone in charge. I know how the system works. This is the only way to get through and I don't think anyone with half a mind here would disagree with how this is being tackled.

Warder - Any help would be welcome.

[Smed]

If noone has contacted you yet, I can ask that someone contact you in-game.

Smed

[Quineloe]

Originally Posted by Smed

If noone has contacted you yet, I can ask that someone contact you in-game.

Smed

Did you read this properly? He isn't complaining that his help requests are being ignored, he is complaining about the people you hire and pay are stupid and totally unwilling to help.

as Rythonn has already put it, we're not surprised that your CS continues to be the worst in the industry.
Ask yourself that this is business when you, as the top head, have to get involved in order to have customers satisfied. Can you imagine how many requests are being denied when it takes your intervention that something happens?

[Xitix]

I am trying to help you. Getting support from stupid, ineffecient and inept support departments is more likely if you at first complain more in the form I mentioned. Anything extra you add gets skimmed through looking for something they can quickly answer and move on to the next support ticket. When it goes higher only the reply tends to be read and recoginized as boiler plate. Since the higher ups probably wrote it they agree with it and your stuck. It's going to take a bit of work to get them out of "we don't move nodrop items" mode and in to "mitigate the effects of confirmed bugs when possible" mode.

There is also the possibility they are just too incompetent to solve your problem. Keeping the messages short wastes less of your time dealing with them.

[rukidding]

Originally Posted by Quineloe

Did you read this properly? He isn't complaining that his help requests are being ignored, he is complaining about the people you hire and pay are stupid and totally unwilling to help.

as Rythonn has already put it, we're not surprised that your CS continues to be the worst in the industry.
Ask yourself that this is business when you, as the top head, have to get involved in order to have customers satisfied. Can you imagine how many requests are being denied when it takes your intervention that something happens?

I'm an SOE basher myself, but it is pretty lame to continue flaming after Smed himself says the problem will be fixed.

CS is always going to be an issue. In terms of accounts, it costs over 2k accounts just to hire one CS person, probably a lot more than that.

Flame away, but we get a lot for our $14 a MONTH. Heck, if you want to flame someone, go unload on the dumbasses who made Pirates of the Carrabian 2, they deserve a lot more hate for taking my $20 last weekend.

[Quineloe]

I'm an SOE basher myself, but it is pretty lame to continue flaming after Smed himself says the problem will be fixed.

He didn't say that. He said that Zarc will be "contacted" soon, which means nothing.

CS is always going to be an issue. In terms of accounts, it costs over 2k accounts just to hire one CS person, probably a lot more than that.

That's milk girl math. The GMs are there. They are not helping, that is the problem.

[Wilf McQuade]

Originally Posted by Quineloe

Did you read this properly? He isn't complaining that his help requests are being ignored, he is complaining about the people you hire and pay are stupid and totally unwilling to help.

as Rythonn has already put it, we're not surprised that your CS continues to be the worst in the industry.
Ask yourself that this is business when you, as the top head, have to get involved in order to have customers satisfied. Can you imagine how many requests are being denied when it takes your intervention that something happens?

In an ideal world the problem would be resolved with the first person. This is reality however and shit doesn't go the way it is supposed to as often as we would like. Is it acceptable; yes since we either have to accept it or move on if we do not.

Smed said the issue is being addressed, whether that follows the proper or ideal business model is irrelevant at the moment. And yes, the OP was complaining that his problem was not being addressed. His was not a diatribe about the CS woes of SoE but about a specific issue that needed attention and the CS service that ensued. He was not writing this to provide a critical analysis of the CS business model but to get shit fixed.

Did you read the posts yourself?

[Wilf McQuade]

Originally Posted by rukidding

I'm an SOE basher myself, but it is pretty lame to continue flaming after Smed himself says the problem will be fixed.

CS is always going to be an issue. In terms of accounts, it costs over 2k accounts just to hire one CS person, probably a lot more than that.

Flame away, but we get a lot for our $14 a MONTH. Heck, if you want to flame someone, go unload on the dumbasses who made Pirates of the Carrabian 2, they deserve a lot more hate for taking my $20 last weekend.

Aye I said the same thing about PoC 2, that movie sucked so much ass it hurts. There was nothing at all I liked about it.

[Man0warr]

POTC 2 owned, and alot of people agree. Ahh don't derail sry Zarc

[Bristlebane]

Are you the GM that was supposedly fired on Bristlebane, named "Dasimarr" or something similar? I heard you were around.

You were an incredibly incompetent GM.

If anyone who played on Bristlebane remembers this guy (named Dasimarr Pandapal or something lame) you remember what his personality was like.

You're exactly the kind of person who has no business doing customer service. Apparently you don't know how to deal with customer service either.

You fucked over United Kingdoms with something, among other guilds. I remember Jokah actually changed his name to Pandahunter just to mock you.

http://www.google.com/search?hl=en&q=jokah+pandahunter

[TheGoat]

Actually it took about 2 months of this stuff happening before Blizzard started reimbursing people.