- Oct. 23, 2008, 1:32 a.m.
Q u o t e:
I'm sorry that your support dev's are failing at their jobs. It seems as if they are hanging you out to dry. I am just bedazzled by this horrible show of customer service. I could understand if one service was down but the list of issues you guys have right now is through the roof.
PCT server down
name change service down
random server disco's
arena games dropping
bg games causing players to get stuck in loading
raid instances down
general server lag
arena points not calculating
gladiator titles not work (I want my drake!)
Not a single one of these has been fixed in over a week, and there is NO OFFICIAL UPDATE from high level devs. The only thing we have is "we are working on it".
If you guys are CS reps, then the general perception to me is that you are our voice and are not asking the tough questions that need to be answered by a company providing a service to us for payment.
Do you blame us for being upset?
I absolutely do not blame anyone for being upset! I do prefer that frustrations are expressed constructively and via the appropriate avenues whenever possible, though.
The statements regarding the fact that those issues are being 'worked on' are entirely accurate, if lacking in specifics. It is doubtful that the specifics regarding the cause of a particular issue will be forthcoming. As I've said many times in the past, there are good reasons for this, though I can certainly understand that, from the outside looking in, it can be frustrating.
Factually, we are not intended to be 'the voice' of the posters on this forum though, nor is it in our purview to 'ask the hard questions'. Please trust that those currently working long hours to resolve these issues are painfully aware of those 'hard questions' and certainly don't need us, or anyone else, to ask them. Nor is it common for a member of the Development staff to take time away from what they do to post a public update regarding issues of this nature, though when we express our apologies, you can certainly assume that they are extended from all levels of our company.
We simply strive to provide information and guidance regarding in-game issues and moderate this forum. Occasionally, we find ourselves in the position of seeking up to the second information regarding issues such as those that have occurred in the wake of the patch so as to relay it to you. Unfortunately, it seems that there can be confusion regarding the nature of this role, and expectations can become quite high.
Ultimately, I feel that it boils down to this: Our players simply want to play, and I can hardly fault that. We're doing our best to make that happen as soon as it possibly can. Those of us acting as Customer Service Representatives are doing our utmost to provide updates regarding progress toward that goal the second that they become available.
As you've already availed yourself of the firstname.lastname@example.org address, you've taken the right step to express any concerns you might have. I do hope that this post describes our intended role a bit more clearly though.