A question for a future Ask & Answer...

[Kylie Kinslayer]

While I was playing this evening I saw an issue that needed a GM to address. It was definitely an issue that needed to be addressed rapidly (ie not a scripter or griefer). I worded my request plainly and indicated the importance of it, and the in game consequences if the issue did not get resolved; well the best I could in under the paltry 200 characters the box allows. I entered the "que" at 7:45 pm est... as I type this it is now 12:15 am est.. 4 and 1/2 hours later and still not a single response from a GM. Nothing letting me know how much longer it could take.. nothing at all - not even the usual old canned response of "yadda yadda website yadda yadda". Of course it does make sense I would not receive the latter response as the issue can only be resolved with GM support.

That being said.. my question would be...

Is there anything the Producer of UO can do about the service the players receive when it comes to in game issues? We have many chat channels now.. could we not have a global channel that was for GM support only? One person could sit in a "lobby" fielding the issues and responding with quick responses of:

1 - Not an issue we can handle
2- That is a question for the Dev team
3- That is a relevant issue and will be forwarded to the GM's. There are X number of issues in front of yours.
4- as many responses that are applicable.

Once the person in the lobby determines it is not a frivolous request (ie "person X scammed me and I want my gold back" type crap) they forward it to GM's for action.

I am a patient person in general, but 4 and a half hours and nothing at all? That is going a bit to far, I think most (if not all) folks would agree with that.

 

[Viper09]

Sounds like a neat idea but could use some tinkering. In the broad picture it sounds like a less controlled version of the paging system we already have in place. By less controlled I mean that one person could easily get bogged down by more and more messages piling up since it would be a global channel. Heck, even a couple people could easily get bogged down. Not to mention the need to monitor the channel from trolls.

 

[Kylie Kinslayer]

Valid points there.

Also, I know the gm's handle all the EA online games (or whoever it is this month - I don't keep track) and you would possibly need one per game who has at least a working knowledge of the game they assist with. I would put in some kind of penalty for the trolls etc in the gm global chat, after one warning from the person working it, the next troll that account gets "muted" for 24 hours or something.

Am not sure on the bogged down part tho. Could be. I honestly don't know what kind of numbers are involved in a typical weekend day when it comes to pages.... but, someone at the top of the service heap could make plans accordingly. I have never worked in a "call center" type business that did not have a Work Force type dept. in is who's main job was forecasting X days staffing needs based on previous data while taking into account the growth in business.

 

[Kylie Kinslayer]

Just a little update for any that wanted to know... 04:00 am est, still nothing at all.... gave up and went to dang bed!!!

 

[Petra Fyde]

I would guess that there is currently slightly reduced coverage, being a holiday weekend.

 

[Kylie Kinslayer]

I would guess that there is currently slightly reduced coverage

Slightly reduced? C'mon, ticket put in at 7:45 pm Est on the 24th and it is now 1:35 pm Est on the 25th (right at 18 hours later) and still nothing? Not even the standard email they send with the "ticket number" on it. To me that's not slightly reduced, it's nonexistent. I can understand being somewhat slow on the holidays, and if they are closing the entire dept for the 4 day weekend, wouldn't their customers be better served with an announcement being made in advance about it?

 

[Andrasta]

They could use the extra subscription fees we have been paying all these years for better customer service or in lieu of the service you are getting we could have the subscription rate dropped back down to compensate.

I do not bother to page unless it is an extreme emergency and my experience is close to yours about 95% of the time. Once in a blue moon I get a GM that is gracious, knows the game and helps me with my issue.

 

[Kylie Kinslayer]

Aye. I will give them props when they are getting it right. Like I did when they were moving stuck raiders in the walls etc during the global arc. They were correcting that in a matter of minutes and should have been commended for it.

On this current issue Petra has taken the huge sense of urgency out of it because she had a similar experience a while back. I shot her a pm letting her know what was going on as I am keeping the "why" quiet until it is hopefully resolved.

 

[Lady Storm]

If you read the post from the Dev it did say all were gone for the holliday. That might have included GM's. they are people too hun and deserve to spend the days with family.
I'd send a pm tp Mesanna on your findings and explain it fully. I am sure she will see to it. Hope you had a good gobble gobble day

 

[Cogniac]

The least they could do is provide us with the list of keywords that when used in a page cause the GMs to actually attempt their jobs.

 

[Lady Storm]

You would be very surprised at how much the GM's do answer player pages Cogniac.
As for "KEY" words.......
There is not a set of words you can use to auto get a GM. Or every player call to the Que would be laced with them.
Honestly, when I was a "C" the que depending on your work shard had some of the most odd requests for help worded in all sorts of maners... Like...
HELP
or
Stuck
Then there are the looo looo's
I have heard them all, seen some that defy discription and some that were down right rude and bordering on banishment.
Look if you take a deep breath relax and compose your thoughts to a few words that have the point stressed without you being stressed you got the right message to send.
No cussing, useing terms that are offencive and your home free. GM's will help you if the solution is not something you yourself could do.
We share GM's now... So give them a break.

 

[Kylie Kinslayer]

*update*

Well, today was the first day I have been unable to get on since my last post. When I logged in I had to go afk for a minute (Ga game was winding down lol)... Got back and GM was waiting to talk to me about the problem. I was apprehensive at first due to hearing "stories" about GM's having little knowledge of UO because they handle multiple games.. but GM (yeah I know I am not supposed to name him so will just use the first letter)... GM K. understood the problem 100%, as well as knowing UO a great deal also. Polite, courteous, jovial and knowledgeable... THAT makes for a great GM imho.

Resolving the issue will take some additional time because it had to be escalated to the next level, but it's in the works

If ya ever have to page and GM K. shows up you are in good hands...better than Allstate

 

[The Mule]

Tonight was the second time in the past month that I paged a GM (I dont page often, but when I do....). Last time was hours, in fact caught me off guard when I got the "Press [ to speak with the GM" message. I had totally forgotten I had paged. He was very friendly and knew about the game. I again paged tonight and within 5 minutes I had the message. And just like before the GM was friendly and knew of the bug I was having an issue with and was able to fix it for me.

Nothing like years ago when I paged a GM because a blue would not leave a boat in Tram and the message I received from the GM was a link on how to command a boat...

 

[Kylie Kinslayer]

Yeah, I do like that GM chat deal also. Now I don't look like a goofball talking to thin air when folks wander by.. They now have to look for other things to confirm I am an idget.. ummm wait, that ain't what I meant lol