how's the Customer Support?

[fadin]

Actually the customer support isnt good. If they don't have an answer to yoru question they simply won't reply. SO if you ask alot of simple questions youll get quick responses.

Hello,

I am sorry you had difficulty with customer support in Ryzom. If you feel you have not received proper support, you are free to send an email to suggestions-na@ryzom.com . I read the emails daily. As someone that frequently spends time working with and watching the GMs answer petitions and questions, I can definitely give some advice and insight into this issue.

1. We cannot answer questions related specifically to spoilers. "Where can I find a quality 200 material?"

2. Make sure your petition contains all relevant information. If you think you found a bug, be sure to give information you think would help such as how to reproduce the bug, etc. A petition stating "I have a bug! YOU SUCK!" isn't going to help get the petition answered quickly or effectively. It also takes more time to figure out the issue. We understand you may be frustrated, but we want to be able to help you as efficiently as possible so we can provide the same service to everyone.

3. We answer every valid petition. Unfortunately we do get repeat petitions from the same people stating something to the effect of "<insert name> sucks! You nerfed <insert item, player, or entire playerbase here>!" We will probably only answer the first petition of the multiple sent. We believe everyone has a valid issue and everyone should be answered, but it is difficult to justify answering the same petition with no information from the same person over and over again.

4. Please only petition in game issues. Issues related to billing and account problems should go to billing-na@ryzom.com. If you are having crash issues or connection issues, please send an email to technical-na@ryzom.com . Email turn around is usually within 24 hours.

5. If you log off after sending a petition we may not always be able to get back to you in order to help. We will try to answer you via in game email, but it reduces the ability to diagnose online.

6. BUGS: As I mentioned, we answer all valid petitions. However, answering a petition does not always mean you will get exactly what you feel you deserve. There are some bugs that are just out of our ability right now. We hate saying no and "I can't help you", but there are times it is just the only answer or right answer to give.

Summary: We are here to help as best we can and will help everyone as best we can.

If you are unclear about how support works in Ryzom, please don't be afraid to add a question.

I hope this helped clear up any support questions.

Regards,

[exelsiar]

hmm too many trolls running around using unregistered...

[borguk]

I'm doing reaserch too, although my research usually consists of:

1. See Game
2. Purchase Game
3. Play Game

yeah, I know there is a chance I'll not like the game, but 90% of the time I get something on impulse, I wind up enjoying it. I think SoR will be like that too.

guess I just have good luck

Customer service is the best this old geezer has seen in a long time, Ill give SOR that. CS is prompt and very helpful.

[andreaw]

cough cough we are desperate to keep costumers cough cough

How many MMOs do you play where senior CSR respond in person, and fast, to threads in the forums? It just doesn't happen elsewhere. These threads are full of such responses. OK, for what it's worth, this is my opinion of the SoR support team. I have probably harrassed the csr more than many players since release, and in every single case I have received a response from an incredibly friendly, helpful and patient guide or GM (many of them are really good fun too). I have never waited for longer than an hour for a response (the record was 3 minutes) and so far many suggestions (the request for npc's to sell the items we craft on our behalf for example) and every bug-report has been put into practise or resolved. I know that many of us are reporting the same issues, when they arise, but I have never, ever, seen such speedy responses from a) the csr team, then b) the devs. We have had such amazingly fast responses to issues recently from the devs. Several mini-patches have already fixed issues created by Patch 1.

I have one or two issues that still remain unresolved, but they are small and painless and don't effect my enjoyment of the game at all. However, I cannot praise highly enough the support team or the devs for their response time to their player-base. It is far and away the best you will find in any MMO.

With love, Euginie - TNE

[russek]

Hello,

I am sorry you had difficulty with customer support in Ryzom. If you feel you have not received proper support, you are free to send an email to suggestions-na@ryzom.com . I read the emails daily. As someone that frequently spends time working with and watching the GMs answer petitions and questions, I can definitely give some advice and insight into this issue.

Regards,

I tried to email to that address and is not working..