SOE CS

Nihilanth · January 2005

i dont know what the heck everyone is talking about with "bad customer service" in eq2. this is the first SOE game ive ever owned, so i don't know what it USED to be like, but all i can say is its fine by me now. i have had to file a couple CS tickets (mustly for getting stuck in geometry) and EVERY SINGLE ONE OF THEM was answered within 10-20 minutes. 2 days? bah! also, i never got the feeling that i was thought of as "inferior." it seemed like the responses came from someone who was just out there trying to help.

i dont know, maybe I'm just lucky. but whatever, im done....off to go play some more EQ2

Amatay · January 2005

One of my toons was bugged to where I couldn't advance to 20 sage. It was resolved in under 30 min. It took me ove a week to fill out the ticket. I have no idea what other people are talking about when they are bad mouthing Sony. I guess it is apparently poor business practice to be interested in making money. Who knew?

I am still pissed I can only have 4 character slots though. I will be forever pissed about that, even though I will never use more than 3.

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# of deleted posts thus far: 1

Nihilanth · January 2005

2 weeks to fill out the ticket? what? it took me like 30 seconds lol.

superhero13 · January 2005

Sony CS is terrible. I wont even start with the issues Ive had with the original Everquest.
Lets talk about last month in EQ2.

So I have just gotten to level 21. I have done my subclass quest AND the betrayal quest. if you know anything ...you know that these both take a long time...and are a HUGE pain in the ass.

While zoning out of Netikulos Forrest, my game crashes. Ok. Np. It happens. I log on to find it happened to everyone. We all look at our quest journals...and THEY HAVE BEEN ERASED!!!

So they take the servers down for a whole day....a big deal for a company with as many resources as Sony should have.

When they let us back on ...they still havent fixed the quest journals...and it turns out THEY NEVER WILL. Im back down to level 18! Do you realize how much time just the 3 levels cost me??? And then the betrayal quest was a witch and a half to do!

So I write a CS ticket...and wait...and wait...and wait...only to be told to read the official forum boards for an answer. What do I find? "We're giving extra fast xp for the next 2 days to make up for any inconvenience"

ARE YOU FRIGGIN KIDDING ME? the xp wasnt fast and I still had to do all the work to fix THEIR PROBLEM!!

EQ2 is a joke of a game...its really the pits and I have cancelled my account.

Real customer service would have restored my character and everyone elses who got screwed.

Lawmann · January 2005

Sony servers went down and they lost the info. What are they supposed to do? Take your word for it and just hand over whatever you ask for? Hell I made level 40 then in those 2 days and got the best armor, weapon and all adept 3 upgrades. Hand em over. C'mon.

They did more than I ever thought any company would. They gave us excellerated xp for 3 days and then gave us 3 free days on top of that for the inconvenience. They issued an apology from the president and he actually seemed sincere. It sucks you lost all the time and effort, but it isn't like they did it to you on purpose.

It's a good game and sometimes bad things just happen. Good luck in whatever game you decide to play. I will be still here at EQ2 "grinding" it out.

Actus, Badge, etc... on Innothule

JulianDracos · January 2005

Excellerated xp is not enough in this case, espically with a game like EQ2. Other games perhaps, but not this style of a game. I am not sure what the problem they had was, maybe they had to go back a long time to a last save point. However you would expect with a new launch they would have stable enough hardware. The game should be designed to save your information on a regular basis not just when you log in or out. I have played games where about once every 10 minutes it says your character has been saved. It is something very simple to do. If Sony cannot put that and a backup into their system to hold character data seperate from the main server (something other companies do as well) then they should not be doing an mmorpg.

Umbrood · January 2005

What happened was that they took servers down for daily patch and upon starting them up again something like 30% of all people had totaly erased quest logs, and had also lost all abilities granted by completing them quests, like the recall spell and so forth.

Now the server was up for 2-3 hours with this bug before they took it down again and it turned out they had netwrork hardware that had totally fried, they had to fly in people from the company who sold them the servers to replace this without loosing to much data.

Now this indeed took some time and a couple of servers were down for over 2 days, BUT the reroll was to the save point were they took the servers down the first time, the maximum amount of time you could have possibly lost is 2-3 hours, the time it took for them to take the servers down again.

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(this is for SEARCH purposes only, until we get a better way, or any way, to keep track of our posts)

jimothypetro · January 2005

The server crashing and alot of people losing their quest journals wasn't a CS problem, it was a hardware problem. I think it's obvious they couldn't restore your character to where it was, or they would have done it to everyone.

Don't get me wrong, it should have never happened, but 3 days free and 1.5 faster XP seems like a pretty good compensation...

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"There is no reason anyone would want a computer in their home."
-- Ken Olson, chairman of Digital Equipment Corp, 1977

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