Thank you Mokoi
Posted: Tue Mar 06, 2007 4:08 pm
I am a Midwest yank. We are very different from, say, New York City yanks, for whom the slightest delay or difficulty in customer service is a personal affront which they are morally obligated to confront at-volume, thereby showing that they know customer service when they see it. A Midwest yank is, by training, polite, which is why it takes us so long to get a table or a taxi in The City. We like living in fly-over country where most of the New Yorkers are high in mid-toss between the coasts.
Which is why I want to say thank you to Mokoi. It happened like this: Last Sunday week I was grinding sword making for my son, I moved his "good" sword from his bag to Packer 1 for safe keeping. I looked there in a few minutes and it wasn't there, it was no where to be found. Panic ensued. After a half hour of angst I finally thought to check log.log, I hadn't sold it. I put in a Service ticket.
Monday: No reply, Wednesday, after losing two more items, I asked about it in Universal and immediately Mokai showed up. Now, in the course of being a programmer and sometime un*x server administrator I have dealt with a fair amount of helpdesk folks, I have a sense of when someone is just walking through the bullet points and when they are trying to get to the answer.
My best read on this "Service Event" was that Mokoi was trying very hard to get me an answer and trying hard to get a dev involved and having some difficulty with both. I also have a sense of the nature of the problem from a programming perspective and as presented it was a really pretty tough.I can just see setting up the scenario and then digging through the debug logs of object construction/deconstruction trying to catch an unexpected deconstruction and failing that, start the painful search for memory leaks.
In the end the problem was user error, the view filters were turned on, something I never use and didn't think to look for. All problems are easy and even look stupid after you have the answer of course. It will now probably be the second question Mokoi asks when the question comes up again.
Most important to me though was that it was obvious that I had a Service Rep who actually cared about solving the problem and seemed to be pushing for a solution. Thanks Mokoi, I couldn't ask for more than that.
Calevin
Which is why I want to say thank you to Mokoi. It happened like this: Last Sunday week I was grinding sword making for my son, I moved his "good" sword from his bag to Packer 1 for safe keeping. I looked there in a few minutes and it wasn't there, it was no where to be found. Panic ensued. After a half hour of angst I finally thought to check log.log, I hadn't sold it. I put in a Service ticket.
Monday: No reply, Wednesday, after losing two more items, I asked about it in Universal and immediately Mokai showed up. Now, in the course of being a programmer and sometime un*x server administrator I have dealt with a fair amount of helpdesk folks, I have a sense of when someone is just walking through the bullet points and when they are trying to get to the answer.
My best read on this "Service Event" was that Mokoi was trying very hard to get me an answer and trying hard to get a dev involved and having some difficulty with both. I also have a sense of the nature of the problem from a programming perspective and as presented it was a really pretty tough.I can just see setting up the scenario and then digging through the debug logs of object construction/deconstruction trying to catch an unexpected deconstruction and failing that, start the painful search for memory leaks.
In the end the problem was user error, the view filters were turned on, something I never use and didn't think to look for. All problems are easy and even look stupid after you have the answer of course. It will now probably be the second question Mokoi asks when the question comes up again.
Most important to me though was that it was obvious that I had a Service Rep who actually cared about solving the problem and seemed to be pushing for a solution. Thanks Mokoi, I couldn't ask for more than that.
Calevin
