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Unbelievable. "The Earplug Solution" By SOE.
ultrasparc
Member UncommonPosts: 51
http://stationsupport.wordpress.com/
Hope the link works.
Seems they agree (but...who cares???) that about 120 millions people (or more) around the internet knows that CUNGE have made 200k SWG unhappy customers (or more).
Rough calculations of course, as per Jeff Bezos law...
Unbelievable. But sadly true.
Ultrasparc
5 accounts closed.
Fighting agains SOE to get my personal data cancelled from SOE databases. But they ignore me, and in their Privacy Policy the e-mail provided does not work (or, better.... "is working as intended" , and ignore customers questions simply not answering).
Now the question is handled by ESRB board...hoping they solve....bye bye
Comments
The blog:
"The Earplug Solution
I have a quote by Jeff Bezos, founder and CEO of Amazon.com taped to my door that says: “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”
I have been involved with customer support with many different companies for many years. This creates an interesting consumer experience in my daily life as I am constantly evaluating the service I receive as a consumer. This is important, as I believe that one evaluates each customer experience they receive not against other like companies but comprehensively against any and all experiences they have had in their lifetime.
I recently returned from a business trip where I was able to evaluate my own customer experience at a major hotel chain (Radisson). While my perspective may be a bit different based on being a part of the “Customer Support” industry, and I may believe I know how people should be treated, I find I have to remember that each company has its own challenges in its back office that the public doesn’t get to see.
The Radisson experience was an interesting one. I had stayed at this hotel before, so upon making the reservation had asked for a room at the back of the building because the front of the building has a busy street and the noises from the traffic made sleeping a lot more difficult. Upon checking in I found that there were no rooms available at the back of the building, but they did move me to the top floor (7th floor not so high) to escape some of the noise, and to check back tomorrow and they would see if a room at the back of the building had become available.
Although, a great customer experience to me would be the hotel telling me if a room at the back of the building had become available, I checked back 3 or 4 times that day always being told to check back later, and never having a good result. The second day brought the similar experience of ‘check back later’, with the same result, no room available. By the 3rd day, I became a little more persistent, but I still didn’t get a room. After calling the front desk for the 3rd time that day and told I was still out of luck, I then experienced an ‘interesting’ customer experience. There was a knock at my room door, and upon answering it, someone from housekeeping was there with some earplugs compliments of the concierge.
Was this an insult, a bad customer experience? Or was this a sincere effort by the front desk to make my stay more enjoyable? I am not sure. I have to be honest and gave the “earplug maneuver” the benefit of the doubt, and that the action was done with good intent and for that matter, the last night at the hotel those earplugs worked perfectly. I did not get the solution I was looking for, but I did get a solution that worked. But I would have appreciated more of an explanation, and I let my confusion and satisfaction level be known on the survey that the company emailed me. Let’s not forget I am also telling those ‘6,000 friends’ of my experience.
Again I believe that we measure each customer experience we have with all those that we have had previously. I want your customer experience with SOE to be the best customer experience you can have. There will surely be things we can do and can’t do, and you can’t make everyone happy all of the time, but there is a lot that we can do. Let me know how your SOE customer experiences go!
Brad “Mutato” Wilcox
Executive Director of Global Customer Service"
Ok, my two bits. A company that is known for it's bad customer service to have a blog like this is astounding. Looks like he's trying to pull some sort of damage control maneuver to explain how it's difficult to provide good customer service.
At least he acknowledges the fact that word of mouth is a strong source of potential grief. Still, actions speak louder than words, and as we all know, SOE still behaves as though people worship the ground they walk on.
All in all, they still don't seem to get it.
I don't quite understand how you can say Amazon.com is known for bad support. I have been dealing with them for years and never once had a problem. I have actually had stellar customer service from them.
I don't quite understand how you can say Amazon.com is known for bad support. I have been dealing with them for years and never once had a problem. I have actually had stellar customer service from them.
Who says it's Amazon.com I'm talking about? Go back and re-read it my friend.
I don't quite understand how you can say Amazon.com is known for bad support. I have been dealing with them for years and never once had a problem. I have actually had stellar customer service from them.
Who says it's Amazon.com I'm talking about? Go back and re-read it my friend.
I did read it, it was a blog by the ceo at Amazon.com. You said a company with such bad customer support to have a blog like that or did you forget that.If you had meant SOE you should have worded it better.
I don't quite understand how you can say Amazon.com is known for bad support. I have been dealing with them for years and never once had a problem. I have actually had stellar customer service from them.
Who says it's Amazon.com I'm talking about? Go back and re-read it my friend.
I did read it, it was a blog by the ceo at Amazon.com. You said a company with such bad customer support to have a blog like that or did you forget that.If you had meant SOE you should have worded it better.
Ummm...the OP didn't write that blog entry. Look at the address of the link.
I don't quite understand how you can say Amazon.com is known for bad support. I have been dealing with them for years and never once had a problem. I have actually had stellar customer service from them.
Who says it's Amazon.com I'm talking about? Go back and re-read it my friend.
I did read it, it was a blog by the ceo at Amazon.com. You said a company with such bad customer support to have a blog like that or did you forget that.If you had meant SOE you should have worded it better.
Ummm...the OP didn't write that blog entry. Look at the address of the link.
Thanks Ray. Now Khartman, please go back and re-read it. Seriously. Read and think before posting please.
Hahahahahahahaahahahahaha Baw hahahahahahahahahahahahahaahahahahaahahahahahaha
Blind leading the blind lol..................................................................................................................
$OE world leader in Denial lol.....................................................................................................
wow just wow
I don't quite understand how you can say Amazon.com is known for bad support. I have been dealing with them for years and never once had a problem. I have actually had stellar customer service from them.
Who says it's Amazon.com I'm talking about? Go back and re-read it my friend.
I did read it, it was a blog by the ceo at Amazon.com. You said a company with such bad customer support to have a blog like that or did you forget that.If you had meant SOE you should have worded it better.
Ummm...the OP didn't write that blog entry. Look at the address of the link.
Thanks Ray. Now Khartman, please go back and re-read it. Seriously. Read and think before posting please.
Okay, I just realized my mistake. I just wish it had been a little more clear.I see the wilcox guy works for SOE and it was quoting him. I appologize for not reading it thoroughly.
I don't quite understand how you can say Amazon.com is known for bad support. I have been dealing with them for years and never once had a problem. I have actually had stellar customer service from them.
Who says it's Amazon.com I'm talking about? Go back and re-read it my friend.
I did read it, it was a blog by the ceo at Amazon.com. You said a company with such bad customer support to have a blog like that or did you forget that.If you had meant SOE you should have worded it better.
Ummm...the OP didn't write that blog entry. Look at the address of the link.
Thanks Ray. Now Khartman, please go back and re-read it. Seriously. Read and think before posting please.
Okay, I just realized my mistake. I just wish it had been a little more clear.I see the wilcox guy works for SOE and it was quoting him. I appologize for not reading it thoroughly.
I can see by the way that you own up to your mistakes that you don't work for SOE. No worries Khartman.
I don't quite understand how you can say Amazon.com is known for bad support. I have been dealing with them for years and never once had a problem. I have actually had stellar customer service from them.
Who says it's Amazon.com I'm talking about? Go back and re-read it my friend.
I did read it, it was a blog by the ceo at Amazon.com. You said a company with such bad customer support to have a blog like that or did you forget that.If you had meant SOE you should have worded it better.
Ummm...the OP didn't write that blog entry. Look at the address of the link.
Thanks Ray. Now Khartman, please go back and re-read it. Seriously. Read and think before posting please.
Okay, I just realized my mistake. I just wish it had been a little more clear.I see the wilcox guy works for SOE and it was quoting him. I appologize for not reading it thoroughly.
I can see by the way that you own up to your mistakes that you don't work for SOE. No worries Khartman.
Thanks, after what they did to SWG I will never go back to a SOE game ever. I just wish the thousands of mindless sheep that still play those games would all just suddenly wake up and realize they are being screwed over by SOE.
They are so out of touch. I just can't stop laughing at this. The spin reminds me of propaganda techniques from WW II. Have you seen their new MMO's in development? SOE They reminds me of Motorola refusing to see the light with the coming of the digital revolution years ago. I can't wait for the reorg to really hit.
I'd say that the entire SOE management team has been to that hotel and still has their earplugs stuck firmly in place.
So funny. So.... they are still making excuses are they? Does he not know that many of us know that they could bring back pre-cu easily, but they still don't? Their game is dying... people are leaving for AoC... and THEY STILL REFUSE TO FULLY ADMIT THEY HAVE WRONGED US (right thing to do to make amends) and they do this crap?
SERIOUSLY HOW MANY F<bleep>IN THREADS OF "please change it back." does it take to drive the point home?
"Do not fret! Your captain is about to enter Valhalla!" - General Beatrix of Alexandria
"The acquisition of knowledge is of use to the intellect, for nothing can be loved or hated without first being known." - Leo da Vinci
at least another 2 years worth of threads
seriously though it will close once it becomes economically unviable(it cant support itself)
MMO wish list:
-Changeable worlds
-Solid non level based game
-Sharks with lasers attached to their heads
I don't think SWG could support itself if it were a stand alone game today. It is on life support sustained by the $OE Station Access Pass. There would have been a roll back or classic servers a long, long time ago if it truly needed direct player subscriptions to survive. Of course, I think the Station Access Pass is seeing less ooverall subscriptions, but I do not know what the number is.
There is no way it could with so many servers and so little subs....I don't think SWG could support itself if it were a stand alone game today. It is on life support sustained by the $OE Station Access Pass. There would have been a roll back or classic servers a long, long time ago if it truly needed direct player subscriptions to survive. Of course, I think the Station Access Pass is seeing less ooverall subscriptions, but I do not know what the number is.
The number of "please merge servers" threads on the SWG forums is rapidly growing daily, and more than half of them gets deleted so you have to be quick on your feet to catch them in time.
As of the last patch, the elder Jedi are no longer considered elder, everyone has the same cloak and lightsaber and a crystal BETTER than the elder ones (Windu's).
As to what Blixtev said once; "mudflation", converting items with previous value to uselessness so players has a reason to keep paying for the game and upgrade their gear/items to keep up, that's how SOE keeps their subscribers for longer than they should be able to. The crusader weapons/armor were once valuable and took quite some time to get (5000 comms for a suit of armor), then came along the GCW armor set and some weapons rendering Crusader items as crap, then came along attachments which renders the GCW items nothing more than museum display.
Not to forget, the constant cycle of revamping combat mechanics and each profession over and over and over, and they'll do it again in a year or two. As far as I remember from pre-CU, Jedi and chef were the only majorly revamped professions, with droid engineer getting a minor one.
I don't think update 5 (weaponsmith revamp) is going to be enough to save the remainder of the game, and droid commander doesn't sound very exciting.
you think SWG is devoid of players just wait lol...
and yes i think they are that stupid to do it rofl ..............................................
Why because smedster knows all about the mmorpg's and whats good for them lol
Bah ha ha ha ha ha ha ha ha ha ha ha ha h a