To criticize Customer Service

[kostika]

i really enjoy not being listened to and blamed for some duck and cover matter by your company and nevrax

That is the lamest thing I've ever heard. I hate customers who use that line.

And if it was a problem on their end, then EVERYONE would have the problem, not jsut some.

[alibasil]

maybe you should recreate your problem in the technical support section of this forum? hijacking this perfectly supportive and wonderfully positive thread (which it seems is a rare thing these days) isn't too nice

Im sure somebody will help you as that is what the section is designed for!

[mmatto]

And if it was a problem on their end, then EVERYONE would have the problem, not jsut some.

This is incorrect. We are speaking of a PC game here. There is countless different PC setups out there. Even if those having this problem have faulty systems or whatnot, game should be coded in such way that problem is circumvented as it seems to be problem with significant portion of customer base.

[kostika]

This is incorrect. We are speaking of a PC game here. There is countless different PC setups out there. Even if those having this problem have faulty systems or whatnot, game should be coded in such way that problem is circumvented as it seems to be problem with significant portion of customer base.

Differant configs cause differant problems. Yes I know. But no game can EVER be prepared for every config there could be. It can only be made to generally work.

If people give their system configs to the CSR team then a workaround or answer or fix may be found. Just like with any software support.

[mmatto]

If people give their system configs to the CSR team then a workaround or answer or fix may be found. Just like with any software support.

They might do that if CSR would have better opening comment for these kind of problems. "There is no problem. We have tested game with 2 different comps without problems. There must be problem with your hardware" kind of reply will get many customers angry. Especially when customer knows many peeps with same problem and other games work with no problem on his comp.

[andreaw]

You always seem SO angry and frustrated Thexdane Thread after thread is soured by your hostility. I've never written a negative post yet in all the time I've been here - this is the closest I have come.

I truely hope you manage to resolve your crash issues, I do. But the swift response you received from a GM on this thread proves that they do read the forums, they do respond to concerns, they do try to help. What do you want them to do? The csr have some great tech guys on board. If they have been unable to resolve your problem then maybe it is unresolveable.

I really feel that you have got yourself into such a negative mind-set towards the csr that nothing they do will ever be good enough. (As an aside I'm unsure how the customer support team are supposed to fix your system issues. They can only advise you and make suggestions.)

Every opinion and poll you read, across the board, praises our csr. I wonder how they feel, busting a gut to provide this un-equalled level of service (in the majority of cases as volunteers) when their every effort is denigrated and disparaged. One thing you cannot criticise our support team for is their very real enthusiasm. I would hate to think that this constant drip, drip, drip of accusations and recriminations from a few players would dent that.

Someone starts a really great thread, aiming to give credit where credit is due, and just for once it would be lovely to have allowed this to flow.

Do you think you might ever be able to leave a positive thread un-hyjacked Thexdane? Nobody wants to take away from you your right to complain or make a point. But this, perhaps, was one thread where you could have left well alone.

Just incase it was unclear, I love our support team. We've got to know them so well over the last year to 18 months. They, and this sublime community, are what keeps me here loving Ryzom.

[Zerlin]

They might do that if CSR would have better opening comment for these kind of problems. "There is no problem. We have tested game with 2 different comps without problems. There must be problem with your hardware" kind of reply will get many customers angry. Especially when customer knows many peeps with same problem and other games work with no problem on his comp.

I personally have tested the game client on 3 different systems. The game has been tested on thousands of systems before it was released. Hence the specifications that were reached.
Anyone who has done any IT support will know that trying to diagnose someone's computer a continent away is almost impossible. You can only suggest what is known to work on the majority of systems. There will always be a minority that cannot be diagnosed and, for some reason, cannot be made to work. Even in corporate environments with standardised rollouts, where systems are theoretically identical, you will have some computers that will always misbehave.
When you are dealing with computers that are not under your control there are literally millions of combinations of software and hardware that could be causing problems for some reason. The prime example that I have encountered is the combination of a SoundBlaster Live card and a 3Com ethernet card that caused disconnects in Asheron's Call 1 when you used the default drivers supplied by Creative. Why would the sound card drivers cause network disconnects in only that one game? You tell me.

[andreaw]

*ninjas Thexdane to the ground, forces a hug upon him (though he fights agains the lurvin' like a mad man) sprinkes him with happiness-dust, kisses his nose, picks him up, brushes him off, straightens his clothes, gives him a bunch of flowers, introduces him to her kids, moves him into her spare bedroom, reads to him and tickles his back nightly....and watches the transformation from angry young man to uber-lover-hugger with pride*

[thexdane]

thing is if they don't like me "hijacking" these threads, then why not fix the source of my complaints?

seems simple enough but rather the company blames me.

as for me yes i've done tech support, even over the phone, heck i fix computers for a living currently. i've seen many issues with things, while one person can have a particular issue, it's typically random and not reproducable with regular frequency. my issue IS reproducable and all players CAN reproduce this.


here's how:

autorun (by default autorun is the end key) into a town, i play a matis so for me it's yrk, and you may or may not crash, however your cpu will jump thru the roof at the point. if you can do it fine on foot, get a mount and try auto running into town. if you lag out, get the "please wait.." or you just freeze for a second or two, you've reproduce the problem i have

this is the only time i ever have an issue like this, most of the time i just port into towns.


granted a fast response is good, however i'd rather have the person on the other end actually listen to what i say

also i'm not going off topic according to the topic of this thread which is "to criticize customer service", which means we have to be critical not compliment them, which is what the first post is and by definition off topic

[phaedrea]

Thank you