Customer Servce - rate ups for SOEFollow

hunted a bit in EJ last night with my SK/Druid combo, when I deleted (or so I thought) my rallic pack with a few items...see SOE's CS report quoted below.





not only, that I got an almost instant response (30 mins after I opened the ticket the GM was there to assist me), but I also got my stuff back, yay. :)

both quotes above are copy/paste from the emails you get nowadays from SOE. also, nice one.

Edited, Nov 4th 2006 at 6:34am PST by Kajolus

I had a similar thing happen once and they sold me I was SOL.

Consider yourself as having won EQ.

Actually I have always had good response from in games GM service.
I had returned to my inventory the shaman epic items that I had accidentaly given to my pet wolf instead of the wolf spirit.

As a ps. I think you would have liked meeting Jack Chalker, as long as you didnt ask him where he got his story ideas.

I can't say I have ever had great success with SoE customer service. Even though not EQ1, while playing EQ2 in a raiding guild we had done a raid event. The event was bugged and the boss would spawn about 15 copies of himself. We had me, the necro, feign death, for over a hour (15 min timer on spell back then) to rez everyone dead. Finally, we gave up and decided we would run back up and retreive our spirit shards. (Back in the day you had xp debt hardcore on EQ2, a spirit shard used to drop where you body was and until you got it, or X amount of days you suffered a stat penalty and bigger xp debt) Well, part of the event consisted of killing 4 raid bosses to lift a force field in place of the bosses area. Since this was a instance, and when you choice to die you left the instance, the instance collapsed but shards left inside. When we went back in to invis up to get our shards back the forcefield was back. Now, the guild back then, we had some what connections with the staff of EQ. We had e-mail address for testing purposes, phone numbers for emergencies, and almost always got a instant response on petitons. This was no different. 5 mins all it took to get a response. The guide was very polite (ever after someone called them a D*** and logged) and listened to our problem. We explained we all lost our shards due to a bug and were unable to retreive them. We were told the event was working fine and that our shards would have to be gotten the normal was (walking close to your corpse) and they left. We ALL petitioned again and ALL retreived a permanant warning on our accounts and explained that we were abusing the petition system and any further use would result in a ban of our accounts for two weeks.

I guess the GM had a change of heart and came back to listen. I tried to explain about the instance resetting the event and the force field back up which prevented us from getting the shards. Then explained that our current state (missing a soul shard = stats and hp penalty) we would not be able to do the event to get the shards. She followed me to the force field and sat for 3-4 mins trying to WALK through it, unsuccesful I might add. She then said she had to contact her boss about it. Ten mins later she appoligized for their fault and the event messing up and summoned each of our shards. Now if any of you are in a raiding guild you understand the time restraint you have trying to get each target you need daily. Most zones have a X time lockout. You get on a schedule to slay X mob on X day so that the next day you are able to kill the other mobs and rotate so there is something to always kill. This whole ordeal took over two hours to do. Half the guild logged and had to re-petition the next day to get their shards back. In the long run we lost almost two days worth of raiding when all that was required was a simple question asked to the "Head Guide". Sorry for the lengthy post but just brought back the nightmare of that event. I have to say two thumbs down for SoE customer service. While I enjoy the games I pray daily that I don't have to contact them for any reasons.

Giga