A request not a demand - for ALL players not a personal vendetta

kondors · October 2011

Two threads closed now on this for no good reason.

Quote:
Originally Posted by kondors
You know, when I first raised a thread to request perfectly reasonabe information regarding who the GM's are, how many there are, on which servers and their hours of availability and correct communication procedure, I really didnt expect much co operation or response.

What I dont appreciate is having the thread closed by a forum moderator with a simple, "raise a ticket or pm frankie"

Thats pathetic I am sorry.
First I want the information made available in a public place for ALL players not on an individual basis.
Second it is not a ticket issue, apparently the system is clogged with petty and useless tickets as it is, whay add more that should be addressed by other means,
Lastly... pm frankie?? are you serious??
What server is he on, when i will be able to find him, and will I get a response?

Given the likelihood of that working.. stop being a child and closing a thread simply because you dont have answers or cannot be bothered to progress a simple and reasonable request.

I dont appreciate your tantrum and ignorance of a valid concern and issue.

Disclosing GM personal information would be a breach of their privacy.

Dont disclose any personal information, I didnt request any...

A Char name?
Hours of availabilty and on which servers?
Proper communication method?
Quantity of GM's on the game?

Sorry but this isnt personal information at all

Call them GM 1 , Gm2 etc to protect their private information if you want

The rest of the info is pure ans simple hours of business and communication method information, you know? Like one could reasonably expect from a customer service agent?

Closing a thread again where someone is asking for the bare minimum information on customer service serves no one.

Tell me one single thing that I am asking for here that is in any way shape or form unreasonable and I will hold my hands up and apologise.

As for the person claiming that I am quote being a whiny brat unquote:

Wait til your ISP fails to give you internet and see how happy you are when you are told ,
send a letter and maybe one day someone will get round to reading it.
See how you ffel when they refuse to tell you who is dealing with your enquiry and furthermore refuse to let you know what their hours of business are.

Guess you will be happy enough?? probably not.

Look at it this way too please.. if i submit a ticket, firstly i clog the system with wrongly routed enquiries, secondly, assuming i do eventually get a response.. it is ONLY me who has that info now.. I want it available for all customers, not just a few.

If I pm frankie the same thing applies, I get a personalised individual answer. I am trying here to get this made available so that all customers have access they deserve and need.

Sorry that I seem to be the only one who is trying to aid the entire community... wait a second... that sounds like something a customer service rep should do... spooky.

VenusArmani - Dreamweaver · October 2011

They do tell you in the customer support page when GM live chat service is unavailable, they pull everyone away more often that I'd like, but they do post that. I can tell you from a previous management standpoint that no employer should be telling you a specific employees work schedule. There is a big difference between "Our hours of operation are Monday through Friday, 8am-5pm" and "Pamela Anderson will be working from Monday 1-6pm, Tuesday 3-9pm and Friday 8am-noon" Personal contact information is also not something you would ever EVER get out for an employee. You already have a way to contact GMS in general, through live chat and tickets. You don't need their personal contact information.

If a GM is talking to you in person, you get their name tag.
You don't need the employee roster(having a constantly updated one of these would disclose personal information, like Pamela Anderson is no longer working for the company.

GMs have a live support feature you can use, that you can look up the hours of operation up yourself through the support topics on the ticket page.
You don't need their personal work schedule.

https://support.perfectworld.com/ics/support/default.asp?deptID=15058

Tallain_ - Heavens Tear · October 2011

like i said in the other thread.... i agree with u 100%

and asking when the hell we can POSSIBLY get ahold of GM's that most of the time never seem to EXIST (like idk FIX THE DAMN GM BUTTON?) isnt' asking for freaking personal information. We're askign for you to DO YOUR JOBS.

If u have to hire more GM's with all the freakign money u get every month, THEN DO IT! Or is Bearclaw the ONLY GM u havE cause the rest quit already?

Tallain_ - Heavens Tear · October 2011

VenusArmani - Dreamweaver wrote: »

They do tell you in the customer support page when GM live chat service is unavailable, they pull everyone away more often that I'd like, but they do post that. I can tell you from a previous management standpoint that no employer should be telling you a specific employees work schedule. There is a big difference between "Our hours of operation are Monday through Friday, 8am-5pm" and "Pamela Anderson will be working from Monday 1-6pm, Tuesday 3-9pm and Friday 8am-noon" Personal contact information is also not something you would ever EVER get out for an employee. You already have a way to contact GMS in general, through live chat and tickets. You don't need their personal contact information.

um live support's never availaible when it IS available... rofl He's not asking for EACH specific gm's working hours..... or is he? kinda looked like we wanna know when the hell they DO work, if there's more then one.... etc etc rofl

VenusArmani - Dreamweaver · October 2011

Tallain_ - Heavens Tear wrote: »

um live support's never availaible when it IS available... rofl He's not asking for EACH specific gm's working hours..... or is he? kinda looked like we wanna know when the hell they DO work, if there's more then one.... etc etc rofl

He asked them to post the following info about themselves:

Name (Char name)
Hours of availability (aka when they are working)
Contact Method (other than tickets, live support. In other words how to contact specifically them)
What their current priorities are (what are they are specifically working on)

and I agree and have made a topic about it before, they are terrible about staffing it when they claim they'll be available. Without even knowing what it was, frankie assumed that my problem couldn't be handled quickly and closed the thread. Which was annoying because it shows how they sometimes pull the whole staff away from live support (I mean c'mon at least leave one person manning the phones) without warning and dont' care why you even wanted to use it in the first place. I never even got my question answered, but I'm not claiming the system is perfect. I'm saying they've already disclosed as much as they are able to disclose and giving out private information to angry customers of specific employees is never a smart idea.

Tallain_ - Heavens Tear · October 2011

ok well that's not personal ****...... it's a friggin game toon. the last part idk maybe...... lol can't give out their emails so what else is there? o wait i know.... FIX DA BUTTON rofl

kondors · October 2011

Again with the tickets? really.. you want a ticket for this?

Again you do not read what is asked for... it is NOT personal information, stop muddying the waters with waffle please.

Try this for an example:

GM 1 is responsible for Heavens Tear and may be contacted between 1030 and 1035
They may be contacted via the GM button or the live service when available

Out of hours service will provide an email contact address to which you can generally expect a response withing 48 hours detailing how we intend to resolve your issue.

All in all we have a rota of 1 GM(s) covering all servers providing 30 mins per week coverage for the entire network of servers.

In the event that a Gm is not available during the stated hours please contact the GM manager in the first instance by...

Now whats so hard about that?

Took me 3 minutes to draft it..

I dont see any personal information there nor does there need to be.

I really did not expect to have to spell it for you... silly me

(Signature to be)
So many idiots, so few hand grenades.

ty

VenusArmani - Dreamweaver · October 2011

Tallain_ - Heavens Tear wrote: »

ok well that's not personal ****...... it's a friggin game toon. the last part idk maybe...... lol can't give out their emails so what else is there? o wait i know.... FIX DA BUTTON rofl

I've worked in management, I've also been on the receiving end of people giving out my work schedule. You know what I received? A ton of prank phone calls (from my idiot friends, so no harm no foul) every time I worked that ended up interfering with my job. I was able to get them to stop, but it's not cool when you are trying to call the police (non emergency) and you pick up the phone and suddenly get a bunch of dumb noises. I also had people following employees around, trying to become their "friends" to the point of annoyance and had to move people around. Luckily, when we moved the person around and the customer was talked to by the manager, they stopped. Both times the person that just gave out people's work schedules had to be reprimanded. Giving out personal work schedules opens the door for abuse. Its okay to know when a GM (any GM) will be available, but it's not okay to give out personal work schedules.

kondors wrote: »

Again with the tickets? really.. you want a ticket for this?

Again you do not read what is asked for... it is NOT personal information, stop muddying the waters with waffle please.

Try this for an example:

GM 1 is responsible for Heavens Tear and may be contacted between 1030 and 1035
They may be contacted via the GM button or the live service when available

Out of hours service will provide an email contact address to which you can generally expect a response withing 48 hours detailing how we intend to resolve your issue.

All in all we have a rota of 1 GM(s) covering all servers providing 30 mins per week coverage for the entire network of servers.

In the event that a Gm is not available during the stated hours please contact the GM manager in the first instance by...

Now whats so hard about that?

Took me 3 minutes to draft it..

I dont see any personal information there nor does there need to be.

I really did not expect to have to spell it for you... silly me

(Signature to be)
So many idiots, so few hand grenades.

ty

Dissastified angry customer who can't let things go 1: GM1 is going to be online between 10:30-10:35? I don't like how they handed my ticket!
GM 1: ::signs on::
DACWCLTG 1: /GM 1 TROLOLOLOLOLOL
real customer: Hello, I'm stuck in
DACWCLTG 1: /GM TROLOLOLOLOLOLOLOL
DACWCLTG 2: TROLOLOLOLOLOL
System message: Blah blah bidding has now started
item 1

item 2

item 3

item 4

DACWCLTG 1: TROLOLOLOLOLLLOLOLOL
DACWCLTG 2: TTORLOLOLOLOLOL

DACWCLTG 2: TORLOLOLOLOLOl

real customer 1: hello?

Gm 1: has signed off

Tallain_ - Heavens Tear · October 2011

AGAIN... GAME TOON.... not REAL LIFE........

2 ways around all the **** u just said...... I'm sure a GM can blist people spamming them with PM's for no reason.... and o wait... they're a GM.... somone's stalkingme... *poof goes to other corner of map*

kondors · October 2011

For the record too... whether you call them GM1 or a char name or some other pseudonym, it is only right and reasonable to be told who is dealing with your query.
If it is something long winded and or complicated I dont want to have explain the whole thing to nine different people because they do not know anything about my original query.
Furthermore, it would be nice to be able to say for example, contact a GM manager and say to him/her... you know what? GM1 was extremely helpful thank you, they were speedy, polite, thoughtful and really went the extra mile.
But then again I expect that you assume the only reason for wanting consistency and needing your agents identity in some form, is to harrass, complain, ridicule and otherwise make that persons life a misery.

Incidentally... take a leaf out of your own book please... if you are unsure of what I mean with the requests, instead of jumping to conclusions or making assumptions about whether or not I want personal information:

Contact me and ask... maybe you want to submit a ticket or hit the call kondor button and maybe after a period of time I will have the courtesy to respond to YOUR enquiry.

Quid pro quo.. IJS

Ohhh just noticed the post from Venus

Again you miss the fact that GM1 is not a personal detail, and the reasons you would want to know what hours they are available have already been stated. ANY customer service agency worth a light will have no issue at all telling you who in particular is dealing with your particular enquiry. Sure you may get only a first name for privacy reasons but you have a consistent point of contact.. and more importantly...GM1 now takes OWNERSHIP of that particular issue until it is resolved.
Its called accountabilty in some circles you know.

As for the secenario you portray with a call and a worthless enquiry as compared to a genuine one... how naiive can you be? really?
Do you think for one second that the ticketing system is full of only genuine, important and valid issues?
You cure nothing by making communication and respose more difficult to obtain...
Wait a minute I stand corrected on that... what you cure is a need to employ (competent) staff to work in customer service, you cure the need to ever take responsibility for addressing customer needs, and you also manage to reduce the overall number of enquiries due to people having no faith in a system that clearly does not work.
No system is infallible for sure but come on.
A measure of how good a customer service company is, is not how few mistakes they make or how many orders they **** up.
The measure of the truly good ones is how they respond once a **** up has been discovered / reported, and the methods they employ to prevent the same problems from occurring again.

How can you stay angry at the car hire company who havent got your vehicle ready quite on time, when they apologise, refund your hire fee but let you use the car anyway, and they explain that they have decided in the future to always have one spare vehicle on standby ofr such an eventuality?

That is good customer service. We all make mistakes, things go wrong, **** happens.

The thing is : what you do about curing it and preventing it from happening again.

Not rocket science folks

( so many idiots, so few hand grenades)

Outlaw_Arch - Heavens Tear · October 2011

INB4LOCK

i to would like the GM button to be fixed, however if the gm button is broken, doesn't it fall on the DEVS to fix it? also NONE of us know exactly what is going on internally. we have no idea the size of the work force of PWI. what if it's only a handful of people doing customer support? correct me if i'm mistaken, but wouldn't that mean that the big wigs in china would have to give the OK to even get more workers? that right there already is a brick wall. to date there are only 5 GMs i seen on the forums. frankie, darthpanda (not sure if he's still around), monkeyshatter, and shinda (that was a freakin gm i didn't even know existed until a month ago lol), and eatswithspoons (i think he may have left when i took a long break from the game tho. based on posts by other players).

customer service like this is fairly standard fair in F2P mmorpgs with only a handful of exceptions based off my experience. i know it doesn't make it right but still, you get what you pay for.........oh wait.

VenusArmani - Dreamweaver · October 2011

Tallain_ - Heavens Tear wrote: »

AGAIN... GAME TOON.... not REAL LIFE........

2 ways around all the **** u just said...... I'm sure a GM can blist people spamming them with PM's for no reason.... and o wait... they're a GM.... somone's stalkingme... *poof goes to other corner of map*

Did you see the massively guy? Did you see how many people were jsut follwing him around, causing his screen to lag out? Because they knew when he would be on? GMS can ban people, but if they are just spending all their time dealing with idiots the real stuff doesn't get done. Also, the prank call thing would have happened even if they didn't know my name. They just called the desk they knew I would be working at when they knew I would be working. to do the exact same thing in game, all you have to know is the GM name, what server they will be on, and what time.

kondors wrote: »

For the record too... whether you call them GM1 or a char name or some other pseudonym, it is only right and reasonable to be told who is dealing with your query.
If it is something long winded and or complicated I dont want to have explain the whole thing to nine different people because they do not know anything about my original query.
Furthermore, it would be nice to be able to say for example, contact a GM manager and say to him/her... you know what? GM1 was extremely helpful thank you, they were speedy, polite, thoughtful and really went the extra mile.
But then again I expect that you assume the only reason for wanting consistency and needing your agents identity in some form, is to harrass, complain, ridicule and otherwise make that persons life a misery.

Incidentally... take a leaf out of your own book please... if you are unsure of what I mean with the requests, instead of jumping to conclusions or making assumptions about whether or not I want personal information:

Contact me and ask... maybe you want to submit a ticket or hit the call kondor button and maybe after a period of time I will have the courtesy to respond to YOUR enquiry.

Quid pro quo.. IJS

Oh I have no doubt that people will want to contact them for real reasons. Didn't you see real customer in my scenario? When did I ever say you only wanted the info to harass someone? I'm saying there are thousands of people playing this game, some would just use that info to be abusive. Why should they give out personal info and open the window to abuse? Have you seen how angry the player base is? Unlike chat, tickets don't scroll up and disappear. And they do have a live chat, instead of disclosing personal information they should fix it! They should just actually staff it when they say it will be staffed! Always have at least one person man the phones! Use the GM button! And like I said as well, I know for a fact when you see a GM in game they have a name you can call them and submit feedback using if you would like.

Tallain_ - Heavens Tear · October 2011

o hey... not to mention... u spam a GM in game.... insta ban.... that would solve THAT problem...

Quilue - Sanctuary · October 2011

Are you still asking what server Frankie is on?

kondors · October 2011

People can speculate til the cows come home about how mant GM's there are, whether they are allowed to take on staff, what their current workload is, but it is just speculation at the end of the day, and without being rude or anything, I dont need to know what their difficulties are.. I am not here to service their needs, the reverse is true.

I dont care if my issue is a low priority for some reason, tell me it is, I dont care if I have enter a queue system to have my query addressed, and I dont care if for valid reasons we never actually arrive a t a satisfactory solution.

What I do care about is this:

I want a nominated person to acknowledge my request.
I want that person to tell me what they intend to do to resolve my issue.
I want them to tell me the timescale for resolution and stick to it as best as they are able.
I want them to take some responsibility for owning the issue to its conclusion.
I want to know the reason that my issue is a lower priority than another issue.
I want to have advertised services work as advertised and when they dont I want to know the corrective action.
I want to see some sort of remorse and sympathy for peoples issues publicly displayed.
I want to see some sort of compensation for failure of service at the hands of the company.

I dont see anything in there that any one of us wouldnt want and expect to receive from any customer service agency ofr any service we receive.

Yes that was full of "I want" before someone lambasts me for it...
Try asking your other thousands of customers if they want and expct the same things.

Again I point out that i want these things for ALL customers.

Kalirin - Sanctuary · October 2011

Personally I really dont see why they cant answer as to when a GM can be contacted. Support tickets take weeks to answer and live chat never works so things that should be dealt with quickly never are. Lack of customer support in this game amazes me as i have played online games for many years and have never come across such poor support in any other game. As people have been saying for a very long time they just dont seem to care as long as people are spending real money on the game.

VenusArmani - Dreamweaver · October 2011

Quilue - Sanctuary wrote: »

Are you still asking what server Frankie is on?

o.o They did they tell him to PM frankie when they closed his last thread? Do you know how to PM Frankie using the forums kondors? Because that's what they mean when they say PM Frankie. He doesn't always respond though. :P

kondors · October 2011

VenusArmani - Dreamweaver wrote: »

. Why should they give out personal info and open the window to abuse? Have you seen how angry the player base is? Unlike chat, tickets don't scroll up and disappear. .

Still saying it is personal information? sighhhhh

I wonder for a moment why the player base is so angry, personally.. yes I see it.. but apparently the customer ervice staff, GM's or whatever, do not .. or do not care.
They are angry for a large number of different and sometimes opposing reasons.
Lets be honest, you cannot please all of the people all of the time.

Fact: start responding to people's grievances and the anger will subdue. Word of mouth alone will assist greatly on this.

Example: "hey fred.. i got hold of a Gm last night and they are getting my account unlocked after all these months. It seems no one is sure why it was locked but the good thing is that someone is actually looking into it and I will get it back soon"

Fred : "hey guys did you know? george actually got a response from the GM's and they are working to get his account back"

Guys: "Well.. I am spleasantly surprised.. at long last someone is really doing something for the players"

Oh yes.. the chat scrolling thing? a GM can have individual chat windows can block WC or any other chat they want to.. scrolling chat is not a valid excuse sorry.

Point of fact here too... no doubt by now I have cause annoyance to a small qty of players and a large section of the PW staff.. however many ppl that may be.. secret info I know know .. cant possibly tell ppl that.. official secrets act etc etc..

You realise this though, had you provided some thought out, adequate, or considerate responses to what I have requested.. and lo and behold.. you have removed my ability to keep requesting it, you have removed my annoying commentary on this matter and you have reduced your personal stress level.

Apply that concept to addressing other peoples issues.. people cannot complain if you are addressing their issues.. well not with any legitimacy anyway.

Start listening to your customers and they will have little or nothing to be angry about.

Tsukyini - Raging Tide · October 2011

Kalirin - Sanctuary wrote: »

i have played online games for many years and have never come across such poor support in any other game.

You never played FFXI, did you? Square Enix's customer service is actually way worse.

seitori · October 2011

Tsukyini - Raging Tide wrote: »

You never played FFXI, did you? Square Enix's customer service is actually way worse.

LoL!! Why do ya think they called them SqUaRe!!!! RoFlb:chuckle

Lets also not forget how a certain other (MMo company) ran SWGalaxies through the ground in record time, Now that was one of the greatest examples of MMO~(deep Sixing)~Nerf'dom!! I ever saw In my MMO play times, Even PWE's mistakes, Pale in comparison too that 1.......... b:surrender

Nurfed_You - Harshlands · October 2011

kondors, yoru on a f2p game. your a consumer not a customer. consumers are nothing but numbers, customers are ppl. When we click that button that says charge zhen, we arent buying anything. We are donating our money to pwe, not buying a service from them.

They really don't have to have customer service as you noted. We still play regardless of whatever bs sale comes up, or whatever terrible expansion/nurf/gear/etc... comes out.

good luck with your thread.

SashaGray - Heavens Tear · October 2011

i find it odd that vendetta isnt censored b:shutup

krittycat · October 2011

Kalirin - Sanctuary wrote: »

Personally I really dont see why they cant answer as to when a GM can be contacted. Support tickets take weeks to answer and live chat never works so things that should be dealt with quickly never are. Lack of customer support in this game amazes me as i have played online games for many years and have never come across such poor support in any other game. As people have been saying for a very long time they just dont seem to care as long as people are spending real money on the game.

Support tickets take between 3 to 5 days to be resolved. If you send another ticket in on the same subject before your ticket is resolved, the old ticket is scrapped, along with its place in the queue, because the new ticket could hold further information that could be of help with the solution. I have personally had to submit tickets a few times, and every time have gotten a satisfactory response within a week. Before you start saying, "But you're a mod, of course you'll get better service", that was on an account in no way associated with the account I am using now. There was no way for that support worker to know that I work on the forums. Just give the GMs and support staff a chance to deal with your ticket in a reasonable amount of time, and they'll do it.

Also, @ kondors - GMs aren't going to answer to every thread that comes up asking for information on how to contact them, because doing so would cause people to contact specific GMs to try to get their way. With the current way of doing things (i.e., submitting tickets), it's a blind submission. You'll rarely have the same person work on a ticket twice in a row, and it's unlikely that one person will deal with every ticket on a certain subject. This makes it easier to regulate players, since a punishment won't be softened because you know which GM to go to.

With what I have said in mind, I'm going to close this thread, as it serves no proper purpose.

Closed.

A request not a demand - for ALL players not a personal vendetta

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