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12hrs and waiting

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    bluedarkybluedarky Member Posts: 1,232 Arc User
    edited July 2013
    I keep seeing people saying that PWE and Cryptic should have been more prepared for the launch rush, the reality is that both PWE and Cryptic are, within the terms of MMOs in general, experienced at launching games with Cryptic having 4/5 games under their belt (CoH, CoV, CO, STO and NW) and PWE having at least 12, the reality is that the initial rush of players broke their expectations.

    Any solution at this point will be slowing tickets down now to answer them faster later, new support staff need to be trained, not cancelling tickets that have no responses/updates after X days will cause certain tickets to just keep falling further and further down the priority ladder until they never get answered, the only other answer being that they stop taking anything but emergency tickets until the queue is clear is both unfeasible and likely to get every issue sent under a priority heading (account/login/payment issues).

    No matter how much you guys hate it, the fact is that until Cryptic/PWE can get through the backlogs and tickets slow down to a reasonable rate, we're going to have wait times in excess of normal.
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    johnfelljohnfell Banned Users Posts: 408 Bounty Hunter
    edited July 2013
    bluedarky wrote: »
    I keep seeing people saying that PWE and Cryptic should have been more prepared for the launch rush, the reality is that both PWE and Cryptic are, within the terms of MMOs in general, experienced at launching games with Cryptic having 4/5 games under their belt (CoH, CoV, CO, STO and NW) and PWE having at least 12, the reality is that the initial rush of players broke their expectations.

    Any solution at this point will be slowing tickets down now to answer them faster later, new support staff need to be trained, not cancelling tickets that have no responses/updates after X days will cause certain tickets to just keep falling further and further down the priority ladder until they never get answered, the only other answer being that they stop taking anything but emergency tickets until the queue is clear is both unfeasible and likely to get every issue sent under a priority heading (account/login/payment issues).

    No matter how much you guys hate it, the fact is that until Cryptic/PWE can get through the backlogs and tickets slow down to a reasonable rate, we're going to have wait times in excess of normal.

    If they are so experienced then they have even less excuses for their incredible mistakes in how they handle CS in this game.
    If something broke their expectations to such a degree that they, despite the feedback from betas and their previous experiences, their expectations where clearly naive, delusional or simply ignorant.

    Any solution to this point is their problem, their baggage to sort out - not ours. And they continue to fail. Despite their "experience".
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    bluedarkybluedarky Member Posts: 1,232 Arc User
    edited July 2013
    johnfell wrote: »
    If they are so experienced then they have even less excuses for their incredible mistakes in how they handle CS in this game.
    If something broke their expectations to such a degree that they, despite the feedback from betas and their previous experiences, their expectations where clearly naive, delusional or simply ignorant.

    Any solution to this point is their problem, their baggage to sort out - not ours. And they continue to fail. Despite their "experience".

    I occasionally work parking cars for events, most of the time the company gets the staffing levels at exactly or over what they need, occasionally, and normally with events they don't normally do, they do underestimate the staffing levels or get far more customers than they anticipate. Then there's just nothing they can do no matter how experienced the staff are at parking cars beyond calling in emergency staff and hoping they arrive on time.

    What I'm saying is that they had estimated numbers about how many people would play, these numbers were, both fortunately and unfortunately, far lower than the actual numbers of people who signed up and started playing when Open Beta started.

    There was nothing wrong with their numbers or their expectations, in fact in all aspects but the support issues the excessive numbers were a good thing for the company. But the fact is that there's nothing they can do now beyond hiring more staff and working as fast as they can to clear the queues.
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    endagonendagon Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 43
    edited July 2013
    bluedarky wrote: »
    I occasionally work parking cars for events, most of the time the company gets the staffing levels at exactly or over what they need, occasionally, and normally with events they don't normally do, they do underestimate the staffing levels or get far more customers than they anticipate. Then there's just nothing they can do no matter how experienced the staff are at parking cars beyond calling in emergency staff and hoping they arrive on time.

    What I'm saying is that they had estimated numbers about how many people would play, these numbers were, both fortunately and unfortunately, far lower than the actual numbers of people who signed up and started playing when Open Beta started.

    There was nothing wrong with their numbers or their expectations, in fact in all aspects but the support issues the excessive numbers were a good thing for the company. But the fact is that there's nothing they can do now beyond hiring more staff and working as fast as they can to clear the queues.

    But everyone in line sooner or later got their car parked, and you didn't go through the ones who had been waiting the longest and give them a generic response and say if you still want your car parked you can get back in line?
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    veruganverugan Member, Neverwinter Beta Users Posts: 100
    edited July 2013
    I've been playing MMOs for over a decade and I can count on one hand the number of times I've had to put in a ticket or contact a GM. I just don't understand why you'd ever need to, care to enlighten?
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