Are you going to hire more GMs?

#0 - Aug. 21, 2010, 2:15 a.m.

I can't remember the last time I paged a gm and the eta was not "We are currently experiencing a high volume of petitions." So I was wondering what was hindering you from hiring more GMs so that tickets don't take days to be answered. Note I am not trying to troll or anything I am just irritated by the apparent lack adequate number of GMs in this game and I want to know if there is a reason for their absence. I remember when the game came out this was not an issue, you would get contacted within minutes or hours of paging a gm, but recently I tried to get a dropped piece of loot transferred to another character and it took like 3-5 for any response.

Vrakthris

#27 - Aug. 21, 2010, 7:01 a.m.

Q u o t e:
Welcome to the CSF where the Forum CoC is upheld. Please stick to the topic of the thread and don't troll or name call others. As for hiring more GM's, they have been hiring sice day 1 yet they cannot make qualified people apply.

What about my mind control helmet? I could totally get more people with that. :D

Seriously though. Entri, I'm not certain why there is this very common misconception that we are not hiring or that the issues regarding queue times are just that simple.

Queue times fluctuate based on a number a circumstances. Usually it revolves around the number of petitions being submitted and the complexity of each request.

What most people forget is that we have always helped with a great many requests that is actually pretty unique in this business, and that we have continued to expand on issues that we are able to help with. We continue to hire additional staff and look into better ways that we can speed up our response time.

Also, Entri, your petition was entered on 7/28 2:24 GMT and it was completed on 7/30 at 9:37 GMT. Not nearly 3 days, let alone 5. :)

Vrakthris

#30 - Aug. 21, 2010, 7:02 a.m.

Q u o t e:

It's not masked, it's right there for everyone to see.

And that would be a violation of our Code of Conduct as well as our Terms of Use, Equyssael. I edited the statement this time but I would rather not be forced into applying penalties if I do not have to. :)

Vrakthris

#37 - Aug. 21, 2010, 7:21 a.m.

Q u o t e:
again, do not try to justify this failure. That's a weak argument, open up offices in more places.

Well, Lylia, since you seem to be well versed in running a gaming company comparable to this one, please provide your insights into how we can improve our services.

I'm certain you know that when looking at staffing vs workload as well as considering overhead and the myriad of other aspects of business that must be dealt with on a daily basis that is important to look into all the options you may have available to you. Including the possibility of opening additional locations. Believe or not the idea is not unique and if it was a viable option it would be done.

Please though post in the Suggestion forum where your feedback can be reviewed by the appropriate parties.

http://forums.worldofwarcraft.com/board.html?sid=1&forumId=11122

Vrakthris

#39 - Aug. 21, 2010, 7:23 a.m.

Unfortunately it seems that once more discussion is not was is being looked for. It seems that some simply want to argue.