What are you doing to improve overall customer service?

[Ellipses]

Over the past few years, reports of poor service from GMs have been increasing. While there are always those who don't understand what GMs simply can not do (restore lost items, etc.), there have also been many reports of problematic customer service: verbal abuse of players suspected of cheating ([GM]Jcblue), complete inconsistency in policy (one server being told to stop using the wall on Absolute Virtue, while another is cheered on for doing the same), a general lack of action on any issue that isn't "I'm stuck in the water in Windurst," misinformation/disinformation/lack of understanding of the game itself (Beastmasters being told they were never intended to solo when all their gear and abilities make it obvious they were), etc.

In general, the GMs seem very poorly informed, to say the least, and also very lacking in guidance or cohesive policy. Recent announcements make it clear that, at least occasionally, something is done about obvious cheats and exploits. But the overall customer experience with GMs seems very, very poor, to the point that it hardly seems worthwhile attempting a GM call in most situations.

What are you doing to improve overall customer service, especially with regard to GMs?

[Murphie]

Re: What are you doing to improve overall customer service?

Damn it. Why can't I think of good questions like this?

[Dayala]

Re: What are you doing to improve overall customer service?

that's a good question D:

[Hantz]

Re: What are you doing to improve overall customer service?

ditto

[Skoal]

Re: What are you doing to improve overall customer service?

I am still waiting on my call back from POL, that was promised to me in May. I still cannot run in a certain part of North Sandy w/o the game crashing thus having my brother log on my game and move my character.

[Feba]

Re: What are you doing to improve overall customer service?

This.. is a very good question.


And skoal, that sounds like a corrupted interior file, or more likely, a missing NPC. Have you tried reinstalling?

[Draco Dagon]

Re: What are you doing to improve overall customer service?

Over the past few years, reports of poor service from GMs have been increasing. While there are always those who don't understand what GMs simply can not do (restore lost items, etc.), there have also been many reports of problematic customer service: verbal abuse of players suspected of cheating ([GM]Jcblue), complete inconsistency in policy (one server being told to stop using the wall on Absolute Virtue, while another is cheered on for doing the same), a general lack of action on any issue that isn't "I'm stuck in the water in Windurst," misinformation/disinformation/lack of understanding of the game itself (Beastmasters being told they were never intended to solo when all their gear and abilities make it obvious they were), etc.

In general, the GMs seem very poorly informed, to say the least, and also very lacking in guidance or cohesive policy. Recent announcements make it clear that, at least occasionally, something is done about obvious cheats and exploits. But the overall customer experience with GMs seems very, very poor, to the point that it hardly seems worthwhile attempting a GM call in most situations.

What are you doing to improve overall customer service, especially with regard to GMs?

Good question.

[Ellipses]

Re: What are you doing to improve overall customer service?

On closer reading, unfortunately, this won't be answered (probably not even submitted), as the questions are for the development team. Hopefully this goes fairly well and they have another campaign like this for general questions or other departments or something.