The Saga of Ryzom - Customer Service Poll

[jdiegel]

I got stuck on the mesa overlooking Zora last night. I sent in a ticket, took some pictures, and before I was even done I was back on the ground. Got some nice screenshots.

Any other game and I could have been up there a week, if not weeks.

[pugmak]

So far, I've found the technical support (via the kclient chat) to be helpful beyond the call of duty.

I've not ran into canned answers. I've had various tech support personnel take time and effort to assist me in what invariably turned out to be an issue specific to my computer system.

What I havn't gotten so far is the type of customer support I recieved in SWG, as the below case highlights.

Player: "someone changed the name of our guild. It wasnt a guild member, it was done thru a hack, can you change it back please?"

CS: "Your guild name was changed via the guildname change feature in your guild house managment function, we can not change it back for you, you must change it yourself".

Player: "We can not access that function thru our guild house managment console, can you please help?"

CS: "That function has not been activated yet ingame, players can not change guildnames via the guild house managment counsol as of yet."

Player: "But, someone changed our guildname on us, you said it was done by one of our members, who was it and how did they do it?"

CS: "Players can not change their guild names as of yet, that function has not been implemented."

Player: "Then who changed our guild name?"

CS: "we do not track that information, cant help you there"

Player: "huh? YOU said one of our members changed our guild name, but you have no clue who changed our guild name, YOU said it was changed via the guild house management console but that function is not implemented in the guild house management console. Fix our guild name now and stop screwing around jerk"

CS: "Our records show that your guildname was never changed"

Player "Our guild name was AIF now it's xxmello and you say it was never changed?"

CS: "our records show no change to your guild name. We dont currently track that data."


The above is what I actually expect from CS (customer support). I was very pleasenly suprised by the SoR support.

[stellus]

City of Heroes was great for me. I had a problem with one of my missions where I couldn't find the last villain. I petitioned it and I kid you not, in 1 minute and 30 seconds a GM appears in my mission in front of me and ports me to the hidden villain.

FFXI I had a bad experience with. There was a mob trainer in the Tree that got our party killed twice. He was doing it on purpose and actually laughed at us. I petitioned it and nothing ever happened to him. He was still running around pulling mobs on different groups getting them all killed.

Ryzom has been fantastic though I do agree that GM's should be given a little more power than what they have now. They're friendly and timely which is how it should be =)

[stellus]

I wanted to do SWG and EVE Online also but I don't have access to their forums. My account has expired for both.

[drech]

I wanted to do SWG and EVE Online also but I don't have access to their forums. My account has expired for both.

EVE seems to be hit or miss. I once had several GM's work with me over the course of several months on a router issue owned by Iceland Telecom.

The fact that they worked with me on a problem far outside their scope was impressive. The fact that it took several months was not.

[korin77]

ROFL sadly we had a similar experience with the SWG customer support. They are so infuriating you just want to go there and smack them. I don't think I've ever had a really good experience with CS of any game except this one. EQ had a good one but they were very slow due to large player base

[lazarus]

First off, I havn't voted as this poll is stated as NA community only and I don't want to skew things, but I think the support is great

Secondly...

Unfortunately they can't do anything about what bugs in the game do to you and ask you to be patient and wait for the next patch.

Not entirely true - There is a bug that can affect player exchanges if one party to the exchange has a full inventory. This happened to me and a guildmate when I tried to give him a full stack of q100 Choice Oath Bark and it vanished. A guide (Tigane) helped us out and got the stack returned to us.

Yes it's true for most bugs they can't help, but they can do something about some of them.

And yes, they should be given more powers to help with genuine bug related problems, such as lost spawns etc.

[aelvana]

Aside from quickly responding to tickets of my own, a GM did a very cool thing that was within his boundaries. Long story there's no need to tell here, but someone's reputation was damaged by name association. He couldn't get it changed, and asked someone to petition his name. I wasn't about to say this name was offensive, so I told the story briefly in my ticket and said it would be a cool thing to do. At the end, as far as rules being broken, I mentioned one of the names policy rules, and that the name apparently violated it. Within a few minutes he was asking for suggestions on a new name 8)

[stellus]

one more vote and I stop counting them =D

[stellus]

50! Thanks guys. Feel free to keep voting, but I can't count it towards the survey.