EA Support or lack there of

[MalagAste]

Perhaps we should ask the DEV's the more pertinent question of WHO do I write to about the lack of GM support?

I took the time today to compose a letter and I sent it to [email protected]..... the ones who send me all the EMails long after I've paged. Usually telling me 8 hours later that I couldn't be reached for my page... often because I got tired of waiting after 6 hours and logged out.

I wanted to let them know how I felt about the GM support staff...

Perhaps if more of us wrote them and complained and let them know that it is a huge part of the reason EA fails as a company they will take note and improve the support system which is so sadly lacking.

I think it is worth a try... when we have exhausted all other efforts.

 

[canary]

I think it is good to know who to contact up the chain if there is a problem.

I also think we can all agree GM service overall is a definite problem.

Most people are told, 'If you do not agree with or get the answer you want, go up the ladder to the next person'. Given the response of the most recent video, it seems that most we, as paying subscribers, should know who to contact above Cal in order to get some of these issues resolved. Cal, if you could enlighten us who we could talk to if you read this, please do. I'm sure many would like to speak to someone regarding some issues they are having. EA is a big place; we know that the buck does not stop with you.

Looking at some of Cal's duties, I have to question two things:

1) Where is this 'quality assurance' at that is part of his job? Because UO products have been heavily buggy the past few years. Even more buggy than things like AoS or SE.

2) Focus groups and beta testing. These may be going on in some form, but is it just to appease higher ups over Cal? Is Cal actually taking this information and applying it to make a better, polished product?

Just a few things to ponder.

 

[Zosimus]

Perhaps we should ask the DEV's the more pertinent question of WHO do I write to about the lack of GM support?

I took the time today to compose a letter and I sent it to [email protected]..... the ones who send me all the EMails long after I've paged. Usually telling me 8 hours later that I couldn't be reached for my page... often because I got tired of waiting after 6 hours and logged out.

I wanted to let them know how I felt about the GM support staff...

Perhaps if more of us wrote them and complained and let them know that it is a huge part of the reason EA fails as a company they will take note and improve the support system which is so sadly lacking.

I think it is worth a try... when we have exhausted all other efforts.

I can totally understand your issues. In the day you paged a GM would show up. Now days its non existent. Canned email responses and canned message responses over and over. Sometimes out sourcing isnt a good thing. I dont know if EA would even put back the resources back into UO when they have done the same to War and DaoC. Seems once the game is outdated or not worth the money they take away the service. The only fix atm is quit paying for their products. As long as players keep paying for bad service they wont change it. Seems nothing bothers them even their crappy service history that haunts them.

 

[Masscre]

I have never had issues with GM support and I even play on some of the smaller populated shards and some largely populated shards. Each time I have ever paged a GM I have gotten a response in less than 30 mins, some times in less than 10 minutes. Maybe It is how you are wording your problems. If you do not use good english and try to keep your issue very simple they may not be able to understand you. Most of the current GM support is farmed out to foreign companies which english is not their first language. Just a heads up but but all of my friends in UO have had the same feedback that I have. So maybe it is how you talk to them or treat them? You might even be a small minority that has issues with their repsonse time. I mean look everyone I know is getting a response within 30 mins or less and you are taking 6 to 8 hours? Have you ever thought it might be something you are doing wrong? What kinds of things where you paging about? Were you paging about a problem you personally had? Where you minding your own business or worring about what someone else was doing? Paging for legit things is a mark for you. Worring about what someone else was doing is a mark against you. Imagine if you are a GM and you get a page from a person and look at their history and it is something trivial or they just can not mind their own business and there is a long list of these on their past record are you gonna jump in and help or move and to the next and come back to them later when you see they have already logged off ?! Think about it !! No flaming just something for you to think about?

 

[WildWobble]

Back In december i got sick of a serious lag issue on Oceiana and decided to transfer a character to a new shard. This will make sense and be pertinent to the topic. The caracter is now gone! i mean gone! with 16 full soul stones and about 10 frag's all filled with skills i had worked up to 120 or gm or on way to gm+ I have since sent about 20 pages to gm's and gotten the canned repsonse broken links and promises we will look into it yet he is still gone!! This is a character i worked long and hard on carrying my most prized gear to restart on a new shard! The Gm support is PATHETIC! I was unable to log into 3 shards due to this error in transfer and since then they did manage to restore my ability to log onto the 3 shards but my character is still MISSING! I want my Bard Mystic with all my soulstones and SUPER GEAR back! Who do i talk to? I have filled out help request after request! Phoned EA and been given the well we can't do what you ask but we will send your problem to the staff at Mythic and since then NOTHING has happened! I spent over 30 min on the phone I BLASTED a gm who did less then nothing and I am Still Missing 1000's of hours of game play in skills and items on the character who is in limbo! DAMNIT THIS CRAP NEEDS TO STOP! I Am about to go find myself a new mmorpg to play! WE PAY TO PLAY!!! I got Better Service on a free game Diablo 2 when i played it Blizzard Knows how to treat its customers!! DAMNIT EA MYTHIC GET YOUR PRIORITYS RIGHT AND FOCUS ON YOUR CUSTOMERS!!! Also there is a form to fill out on the uo site for gm review i sugest you fill it out!

GM FIPER IS ON MY DESTROY LIST!

other gm's i have had some good experiances with but fiper is in need of canning!

 

[Goldberg-Chessy]

Perhaps we should ask the DEV's the more pertinent question of WHO do I write to about the lack of GM support?

I took the time today to compose a letter and I sent it to [email protected]..... the ones who send me all the EMails long after I've paged. Usually telling me 8 hours later that I couldn't be reached for my page... often because I got tired of waiting after 6 hours and logged out.

I wanted to let them know how I felt about the GM support staff...

Perhaps if more of us wrote them and complained and let them know that it is a huge part of the reason EA fails as a company they will take note and improve the support system which is so sadly lacking.

I think it is worth a try... when we have exhausted all other efforts.

Kinda ironic that someone can have over 3k posts on a games forum but still be so needy when it comes to support.

Maybe I am wrong but it seems like a huge % of the people complaining about lack of support have been around a long time and should have a pretty good grasp of how to play the game, thus not be so needing of "support"

What gives with the constant need for support with these people?

I think a lot of people are confused about the definition of the word "support"

I may be mistaken but i dont think "support" means catering to personal whims/desires.

 

[Clair The Mystic]

Kinda ironic that someone can have over 3k posts on a games forum but still be so needy when it comes to support.

Maybe I am wrong but it seems like a huge % of the people complaining about lack of support have been around a long time and should have a pretty good grasp of how to play the game, thus not be so needing of "support"

What gives with the constant need for support with these people?

I think a lot of people are confused about the definition of the word "support"

I may be mistaken but i dont think "support" means catering to personal whims/desires.

Things break and have consequences that need corrected in UO. It is not the players fault when the game malfunctions. No matter how long a player has been in the game, sometimes support is needed. The complaint is that the support that should be there when needed is often lacking. It is not like vet players call GMs all the time. Most know that when they call for help that it is a crap shoot at best. Often the "help" that arives involves a person who does not seem to have the required skills to deliver support. What is wrong with complaining about that?

 

[MalagAste]

Things break and have consequences that need corrected in UO. It is not the players fault when the game malfunctions. No matter how long a player has been in the game, sometimes support is needed. The complaint is that the support that should be there when needed is often lacking. It is not like vet players call GMs all the time. Most know that when they call for help that it is a crap shoot at best. Often the "help" that arives involves a person who does not seem to have the required skills to deliver support. What is wrong with complaining about that?

Exactly wouldn't need any stupid support if the game worked properly but lets face it .... IT DOESN'T.

And I also wouldn't need support if other people weren't a bunch of )(*&(*&(*&..... Nevermind.

The idea isn't that I need support.... It's that those like me FED UP with the Lack there of.... could be like me and tell EA not go to the DEV's for things they obviously have Zero control over and tell EA that their support is Severely lacking and they need to step up and fix it or lose the MMO playerbase.

 

[Neutron Bomb]

After the question was asked in the HoC video, and then shot down with "It's not our department", Cal or the others could have at least mentioned what department it actually was, or give us a post for who to contact.

I mean c'mon.

 

[Woodsman]

I know we share support/GMs with Warhammer/Camelot, and I'm not sure if it's contracted out completely or if it's a group within EA or within BioWare, but I do know that Star Wars players will run into the same problems we and the Warhammer/Camelot players do, and I'm hoping that something then gets done about it.

 

[canary]

I know we share support/GMs with Warhammer/Camelot, and I'm not sure if it's contracted out completely or if it's a group within EA or within BioWare, but I do know that Star Wars players will run into the same problems we and the Warhammer/Camelot players do, and I'm hoping that something then gets done about it.

Not necessarily.

Mythic is still run from VA. Bioware has not moved.

I am curious if they will have their own GM system in place. Given the obscene amount of money they've spent on the Knights of the Old Republic project, I'm going to venture a guess to say they will have their own independent of the ones hired for the Mythic offices.

 

[Zosimus]

Not necessarily.

Mythic is still run from VA. Bioware has not moved.

I am curious if they will have their own GM system in place. Given the obscene amount of money they've spent on the Knights of the Old Republic project, I'm going to venture a guess to say they will have their own independent of the ones hired for the Mythic offices.

When Warhammer Online came out they had great GM service. You paged within a min you get a response. Now days I hear not. So I would agree with your guess SWTOR will have GM service of their own since its their new baby project

 

[Fayled Dhreams]

Not necessarily.

Mythic is still run from VA. Bioware has not moved.

I am curious if they will have their own GM system in place. Given the obscene amount of money they've spent on the Knights of the Old Republic project, I'm going to venture a guess to say they will have their own independent of the ones hired for the Mythic offices.

Not necessarily.
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????????

Where is it implied they have a CLUE as to how to run "support"?

Supervise and build "communities" of Role Playing Gamers? ...

*HINT*
We ain't seeing it >here< re: UO
Because it NEVER has been there ("EA")

Go ahead ... take a moment for the "Whoa ... Dude!" realization to sink in

roll your "memory powerpoint" bullets backwards
video HOC ... what the hell was that?
state of the game "leaked outtakes" ... it took how long for that ball of fur?
thanksgiving paragon turkeys?
classic shard of the dead?
mini-expansion(booster?) HighSeas?

continue back as far as you like/can

Where is it Demonstrated they have a CLUE as to how to run "support"?
Supervise and build "communities" of Role Playing Gamers? ...

*sees another hand raised*
Oh Oh Oh!
Okay horschak ... ya got a "counter example" ... where they demonstrated "a clue"

Speak! I would really like to be proved wrong ...
townhalls?
pffft! bring ONE solution/code change from a town hall

keep your cult of personality Tshirt in a plastic bag.