Quote of the Day: Customer Support

I could get past the massive amounts of bots, the bugs, but I cannot get past a company who does not value and want to help customers, one that doesn’t see value in keeping customers. In my eyes this is stealing, it is lazy, this is no way to handle a launch, the worst kind of thing you want to run into with any MMORPG.”

~ ECTMMO.com

6 thoughts on “Quote of the Day: Customer Support

  1. bhagpuss April 30, 2014 / 11:21 am

    Since you work for Massively, Syp, you might have noticed the news item there earlier today about ZeniMax encouraging TESO players to post the names of any players they believe to be sending gold-spam on the Forums. This despite their own EULA prohibiting public naming and shaming.

    They claim that “We will investigate each alleged spammer account individually to avoid false reports.” but Kaozz’s experience would indicate differently. I’m guessing they are overwhelmed and customer service is going into free-fall. If they don’t sort that out and fast the game will follow.

  2. HarbingerZero April 30, 2014 / 11:31 am

    He’s not the only one. I was in mid conversation with them regarding a problem and they just stopped emailing me back. Its been nearly three weeks now. I email back every day asking for an update, but they have not responded even once.

    I can’t even put into words how insane that is. You are not just taking a long time, you are actively ignoring me.

  3. tsuhelm April 30, 2014 / 12:07 pm

    Context would be good for those that haven’t a clue although I completely agree with the sentiment!…

    oops now been to link …

  4. Helena Khan April 30, 2014 / 2:53 pm

    You could suggest the same of any large tech/phone/car supplier too. Some (not all) are just abysmal.

  5. kaozz May 1, 2014 / 4:51 am

    Thanks for the quote, Syp 🙂

    Still no word from them. At this point I don’t really expect to hear anything. They were not prepared for needing this much support at launch and just seem to be taking the lazy way out, as well as not having phone support that can take on some of the load, they more or less just create and add to/butcher tickets. Which just seems to create a huge, sticking mess.

    As Bhagpuss said up top, they claim to look into each case, and support told me they are not supposed to ban without a warning for several things (such as inappropriate language) but it seems that they are banning when players are reported without investigating. She wasn’t supposed to go into detail on why he was banned, but she did. I still couldn’t get a clear idea why, it was a combination of he may have said something inappropriate, or possibly fell through the world, spammed gold, or ate his cereal at the wrong time of the day with his pants on backwards…

  6. Ticketer May 1, 2014 / 8:21 pm

    Makes me wonder WHY most game companies are like this. EA support sucks, Zenimax support sucks… Doh…

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s