Thank you Customer Support

[SchezwanBeefy]

This week has been incredibly frustrating in game due to something that can be so easily fixed and has been for many others.
I had an old bounty head. I couldn't lock it down. So like many people in game, I paged a GM to get them to convert it because I know people who have done that. For 3 days *actually, it was 4, whoops) all I got was canned response after canned response. It was so frustrating that someone couldn't take five seconds in game to just fix it.
Finally when a mod did come, he didn't want to change the item in my pack (mind you, his was communicating via messages and didn't show a single time, and that made me realize I haven't even seen a GM in game for years), he asked me to put it on the ground or place it where I'd like to. When I did, it seemed to me like he was working on the issue and I was nervously waiting.
Then the head decayed in about 3-4 minutes.
We had this short period of "did you pick it up?" and he looked around the foundation, but it was gone. After the GM told me I was pretty much SOL, I contacted Customer Support and they worked to deal with the issue, even listened to my concerns about the customer service team in general. I'm really glad the issue was resolved and I have the Customer Support team to thank rather than the GMs and I'm glad to hear that they're working to make the team better.
So even though the team gets a lot of flak, I just want to give you a big thank you even though my amazing bounty head is gone now. Hopefully we're headed in the right direction. =]

 

[GarthGrey]

I'm sorry what? I've read it 3 times, and no where did you list what this fantastic thing the Customer support team did, even was. What ? They answered the phone when you called, they "listened" to your problem, and you think this is progress? I'm going to go back and read your post a 4th time and see what I obviously must have missed.

I'm really glad the issue was resolved

Uhh, huh?

 

[popps]

I had an old bounty head. I couldn't lock it down. So like many people in game, I paged a GM to get them to convert it because I know people who have done that.

What do you mean "convert" ?

Change the item from not lockable down to lockable down but it will be the exact same item ?

Or, merely have a GM lock it down to a specific place but that is it ?

I am trying to understand, if old bounty pieces can be made permanently lockable down at will through a change that Game Masters can assist with or what is this "convertion" you are talking about.

Thanks.

P.S. By the way, in your discussions with Customer Support, did they confirm to you that Game Masters are supposed to give assistance with this matter and that you should have had the bounty item be "converted" into a lockable item ?

If so, do you have any reference to cite when paging a Game Master so that they will provide the asstance that they are supposed to with matters like this ?

 

[Cear Dallben Dragon]

dude that sucks!

 

[JC the Builder]

Did you also send this message in via email?

It is nice people keep posting this topics, but customer support does not real U Hall.

 

[Sevin0oo0]

I have one that won't lock down too. for sale 1mil; LS

 

[Lady Storm]

Bounty heads with names do lock down. Had one that was lost Lord Dustmunger he graced my castle on napa for years. As for gms, I told you all GM's dont exsist as GM's we knew. We share GM's with other games and most times there is no in game anylonger. Its very rare you will get any visable GM type.

 

[RawHeadRex]

no offense but if the item was not locked down within 10 seconds, there is a problem and I would have picked up the item and thanked the GM for their time.

 

[Hannes Erich]

ULTIMA ONLINE GAME MASTERS UNDER-PERFORMING, NEWS AT 11.

When I called EA Support about a billing problem in 2008 (summer), a candid customer support person explained how there was no training program whatsoever for Ultima Online (and hadn't been for years), no dedicated GMs; just a couple support personnel who were familiar with the game because they'd played it at some time or another. (I tried to find out what their days/hours were but he couldn't or wouldn't say.)

Later that day, I received an email response from support to confirm my issue as "officially" resolved (it wasn't really resolved, but I gave up). In it, there was a spoofed link to UOGamecodes.com, which instead lead to a warez hosting website.

I didn't get upset or bother with it any further, because I felt like that road would be full of headaches. Not because I'm a pushover; it's worth noting that the majority of my time spent in Britannia has been free of technical problems, and quite enjoyable.

Fortunately, the problem I was running into on UOGamecodes.com has since been fixed, some time in the last couple years. But yeah, sometimes I still wonder what was up with that whole incident.

...resolved...

How was it resolved, exactly?

 

[Coppelia]

It sounds like irony to me. The support made him lose an item.

 

[SchezwanBeefy]

What do you mean "convert" ?
P.S. By the way, in your discussions with Customer Support, did they confirm to you that Game Masters are supposed to give assistance with this matter and that you should have had the bounty item be "converted" into a lockable item ?

If so, do you have any reference to cite when paging a Game Master so that they will provide the asstance that they are supposed to with matters like this ?

The Bounty head was non lockdownable for some reason so I paged to have them fix it to a lock downable item. A lot of people page for this reason and some GMs come and do it and others just can you. The CS person I spoke to said the GM should have recognized it was an old item and had me leave the item in my pack while they changed the information on that one item.
I'm no sure what you're asking for when you ask for a site though, sorry.

I'm sorry what? I've read it 3 times, and no where did you list what this fantastic thing the Customer support team did, even was. What ? They answered the phone when you called, they "listened" to your problem, and you think this is progress? I'm going to go back and read your post a 4th time and see what I obviously must have missed.

No, the item was not returned to me and some may say that's not resolved then, but I feel like I've been compensated adequately. I have dealt with incredibly rude CS teams and this was not the case. I got some game time and received two tokens. I didn't want to go spouting this to have everyone in the game go report some issue and make a huge deal on the phone just to get time and abuse the system. The item was very valuable but I knew it couldn't be returned. I was just furious with how this GM treated the situation, because he practically fled once he didn't find it under the foundation by asking if there was anything else he could do and ending the page. I've been playing a long time an there's no marks and I rarely call in, so I was furious I wasn't getting the support I've paid for throughout the years and called to complain primarily about that and to see if there was a way of retrieving my item magically.

It is nice people keep posting this topics, but customer support does not real U Hall.

Sometimes it's nice to see that other players get the help they need and it gives other players hope that when they have big issues, the team will try to help them.

It sounds like from what the three CS members told me is there has been a huge problem with GMs and they're working to change the system and some in game features to help players more because this has been happening alot (canned message after canned message when there shouldn't be, GMs not doing what they should be, GMs not helping or appearing in game, and he sort of hinted at making it possible to retrieve items possibly). So I'm looking forward to the changes if it really does happen.

 

[Viper09]

I was just furious with how this Dev treated the situation, because he practically fled once he didn't find it under the foundation by asking if there was anything else he could do and ending the page.

You had a Dev deal with the issue instead of a GM??

 

[SchezwanBeefy]

It was a typo...
Hello, trolls of Uhall.

 

[Viper09]

It was a typo...
Hello, trolls of Uhall.

I'm a trolling for asking a simple question? Was just curious if a dev really helped you, so sorry it offended you, lmao.

 

[XLaCeDX]

"I had an old bounty head. I couldn't lock it down."


I have a piece of fruitcake that won't lock down.

I had no clue we could page GMs and waste their time to get really old things that were never meant to be locked down, locked down.

It seems it's becoming a favorite past time of some people to call customer support, who doesn't have a clue about anything ingame, to complain about idiotic things they did, even though they knew better, and in the end they get a confused customer service person to issue them some free tokens and or game time.

I refer to the guy on Pac who owned a large Luna vendor house and placed at a tiny Zento idoc on the same account, which caused his expensive irl Luna vendor house to go into decay mode.

He sold the new lil Zento house for 100 mill, then went crying to customer service he didn't know that if he placed a new house on the same account the first house would begin to decay, although you are given a warning before you accept the new placement (and no he owned that Luna vendor house long enough that that account hadn't recently dropped a house causing him to not get the warning).

EA customer service stopped his Luna house from decaying AND gave him an extra 20% storage on top of the 40% the house already had, making his Luna vendor house now have 60% increased storage.

I'm interested in what you got out of them Schezwan.

:}

 

[SchezwanBeefy]

Customer Service Reps deal with rude, pushy people all day who are trying to screw them over. It's surprising what you can get when you're really nice to a person for an issue that isn't petty or stupid. All non-lockdownable items are a bug. Everything is supposed to be locked down. If you have 100 of the same item, and 2 of those aren't lockdownable, there's a problem and those items should be fixed... don't you think? I mean, that sounds logical to me. A lot of people I know have done this and the CS rep told me to wait while he checked the rarity of the item with a team head and tried to move the case up to get it restored to me in game.
Even if I got items in return and it came out a lot better for me, I would rather have the head I lost. I wasted a ton of time on the phone due to time differences late at night, and now I have to find another head. It was disappointed and it's fairly annoying that you can't just get a little help when certain players just email EMs and Devs they've become friends with and get everything fixed ASAP, but when a player who's account was made in 2010 and has never had a mark pages, they don't get anything from GMs.
This thread was supposed to be a positive one. But way to turn it into something petty and ridiculous.

 

[Trevelyan]

As a side note, i've found in-game support terrible these last few years, with no in-game sighting of a GM for a long time. Mostly I get canned messages about issues which I want to talk to a GM about and, for example with promo code issues, I get a canned response after it is suggested to page a GM.

However.. for a lot of issues, especially account, code or billing related, I've found this is a great help

http://support.ea.com/chat

When they ask for your account name, give either your email address or your UO account name prefixed with uo_ (so uo_myaccount). You actually get to speak to someone, wait time is very short and issues generally always have gotten sorted for me.

The best part is, for European players, is that you can sort out billing and code issues without making a single call to the US!