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Why Equifax’s error wasn’t hiring someone with a music degree
In the wake of the Equifax breach, a significant number of people lost their minds this week upon discovering that one of its newly deposed security executives has a degree in music composition. Despite 14 years of experience as a security professional in other companies, Susan Mauldin was mocked and dragged online for being a "diversity hire" who is "unqualified" for the job.
Two research teams taught their AIs to beat pros at poker
Poker-playing bots aren't exactly new -- just ask anyone who's tried to win a little cash on PokerStars -- but two different groups of researchers are setting their sights a little higher. To no one's surprise, those AI buffs are trying to teach their algorithms how to beat world-class Texas Hold'em players, and they're juuuust about there.
RuneScape customer service helps 500K players in a year
To coincide with National Customer Service Week in the United Kingdom, RuneScape is preparing a series of posts and meetups about and with the customer service team. To kick it off, the team put together an infographic about its previous year's efforts with players. Probably the most stunning figure is that the 28-member team assisted 500,000 players over the course of a year. A majority of those service requests were for account issues. Response time was decent but not astounding, with 25% of calls answered within an hour and a "vast majority" addressed within 24 hours. The team was happy that 75% of those helped rated the help as eight or above out of 10. You can view the full infographic after the break.
RIFT shows off its customer service department
What's it like working a day in customer service? Most of you probably don't have to speculate, since the odds of you having worked retail at some point hover right around almost certainty. But have you worked customer service for a game before? If you have, then you probably don't have any need to look at RIFT's new post about the perils of working in the game's CS team. If you haven't, maybe you'd like to know a bit more about the people you're cursing about as you try to get your character bugs resolved. Aside from showing off some anecdotes and company-wide teamwork for the team, the post also contains the helpful reminder for players of every games that things which seem to be exploits are probably better off reported rather than, well, exploited. If you want a peek behind the curtain to see how the service team operates within games in general and RIFT in particular, take a look at the full article.
Guild Wars 2 and the war on bots
A big victory has been won in ArenaNet's ongoing war on Guild Wars 2 bots. Big steps have been taken since the game's launch: As of now, only about 20 bots an hour are reported, compared to over 2,000 an hour just a couple of months ago. ArenaNet has been working on automating the process of identifying and terminating bot accounts, as security coordinator Mike Lewis explains in a new blog post. There's now a pretty high likelihood of stepping into Lion's Arch without getting immediately spammed by five gold sellers. Possibly more importantly, ArenaNet has started offering support for folks whose accounts have been compromised. Account restoration recently got added to the Guild Wars 2 support page, which is something that's been much in demand.
Flameseeker Chronicles: Guild Wars 2's launch week in review
It's been quite the week in the world of Guild Wars 2. Launch, issues, near-daily server updates, fixes, and launch parties have likely kept the entire team high on adrenaline and low on sleep. If you're one of the folks in attendance at one of ArenaNet's launch parties, you likely saw a lot of very tired but very happy people. If you're not hounding the Guild Wars 2 Twitter account or subreddit, it's easy to miss a lot of communication, and even if you do, it's a lot to sort through. So what's been going on? A great deal.
SWTOR unsubscribe option goes missing for some [Updated]
Call it the Case of the Canceled Sub: Many players have written in to us to report that the "cancel subscription" button on their Star Wars: The Old Republic account pages has mysteriously gone missing. Considering that tomorrow is the one-month mark where accounts are set to be billed following the free month of gameplay for those who started on launch day, we think this is particularly troublesome. Some players have found a workaround link but have received a warning and seen their threads shut down by moderators as violating the Rules of Conduct. BioWare is investigating the situation and has alluded to an issue with certain types of browsers. In the meantime, the CS team has asked those affected customers to contact the company by phone for help cancelling their subscriptions. BioWare is awarding those players who pay for an additional month of game time by March 19th with a special "Founder" title. [Thanks to the many, many people who sent us this tip!] [Update: In a correspondence with us, BioWare has confirmed that it is aware of the website issue and is working to resolve it that the issue is now fixed.]
Fighting the EverQuest hacking wildfire
While hacking and botting may not be a source of frustration to you in your daily MMO, to the denizens of EverQuest, it is a real and ever-present headache. In what is already not the easiest MMO on the planet, players are experiencing an onslaught of hackers who go out of their way to ruin the fun for everyone. In a three-part series, Ten Ton Hammer exposes the systematic problem of rampant hacking in the game, especially on the new progression servers. While guilds are doing their part to crack down on hackers in their midst, it doesn't seem to be enough to stem the flow, especially as with a much smaller team in place these days. Ultimately, fighting this problem does not seem to be SOE's current priority. EQ Producer Thom Terazzas addressed the issue of hacking by saying, "The expansion is something that we're really focused on right now. That has gotten, I would say, 80 percent of the focus here. So doing anything that dramatically combats the hacking is something that we would really like to do, but it is not something we've been able to do." Terazzas followed that up by talking with the Customer Service team and promised that the hackings will receive higher priority once the expansion crunch is over. In the meantime, he urged players to file reports with CS if hacking was observed.
Encrypted Text: The rogue guide to gear customization
Every week, WoW Insider brings you Encrypted Text for assassination, combat and subtlety rogues. Chase Christian will be your guide to the world of shadows every Wednesday. Email me with any good screenshots or questions you have! Back in the good old days, rogues were stuck with whatever leather gear that happened to drop. It didn't matter if it had spirit or strength on it, as we really had no other options. We could augment our pieces with a few different enchants, but even those were better suited for warriors. While sometimes it seemed as if there were a random number generator churning out tier loot, we happily scooped it up anyway. The class, and everyone else, was at the mercy of the itemization gods of Blizzard. Times have changed quite a bit since those days. While we're still not able to craft custom pieces of gear tailored to fit our every need, we're not stuck with caster stats anymore. With the number of dungeons and bosses available, combined with the addition of justice points, there are a ton of options for nearly every slot on our character sheet. Enchanting has grown to encompass most of our gear, while reforging and the gem system have taken gear customization even further. Not only is there more gear to be had, but the gear we do get is much more malleable, allowing us to pick the perfect combination.
Cannondale's mind-blowing Simon electronic suspension system hands-on
If you're a bicyclist or just a tech-minded person with a hankerin' for cool suspension technology, you've got to check out the videos after the break. One is a short demonstration to whet your appetite, the other a rather longer explanation from Cannondale engineer Stanley Song of just how the thing works. What is this thing? It's Simon, a fully electronic and nearly-instantly adjustable suspension system that does away with all the complex mechanical internals of a traditional high-end suspension system (shims, springs, valves, needles, knobs...) and replaces it with an electro-mechanical device that can near infinitely vary not only suspension strength but also ride height instantly based on road conditions. It even has an LCD on the bars. Interest piqued? Click through to see it in action. %Gallery-82462%
LG GW990: first Moorestown smartphone gets official, runs Moblin
Loyal readers will already know all about the LG GW990. A Moorestown device we first showed the world from the floor of CES yesterday. It's now official, it runs Moblin, and it's launching in the second half of this year. In case you missed it the first time around, the GW990 brings Intel's power sipping Moorestown CPU (compared to its current generation of CPUs), a 4.8-inch panoramic widescreen display, HD Video, 3D gaming, aGPS, WiFi, 1850mAh battery, digital compass, HSPA radio, and 5 megapixel camera. As you can see above, that display splits into 3 vertical panels when held in landscape mode giving you independent control over each. Much to look forward to here. Hands-on as soon as we can get it. Until then, another pic after the break.
Age of Conan GM fired amidst in-game sex scandal
An Age of Conan player tricked a naïve, Funcom-employed Game Master (an in-game customer service representative) into pursuing cybersex with him. The player posed as a female playing a male character and enticed the male GM with flirtatious remarks and innuendos. After the GM fully threw himself into the moment, the player revealed that he was male, and that the conversation had been a prank.Friends of the player posted screenshots of the conversation on MMORPG's forums, and the ensuing controversy led Funcom to fire the GM for unacceptable behavior and violation of the customer service guidelines. Destructoid then interviewed the prankster and hosted the unedited version of the conversation screenshots.Frankly, we're not sure who is the bigger jackass -- the GM for his unprofessional behavior, or the player for baiting him into it. Everyone seems to have his or her own unique interpretation of this fiasco.[Via Big Download]
Celebrating 10 years of EverQuest customer service volunteers
SOE and the EverQuest II community are celebrating the ten year anniversary of EverQuest's Guide program. Guides are folks who volunteer to provide customer support to players, as well as host in-game events. Rremember back in the day when Qeynos Hills was invaded by skeletons, and all the newbies died before higher levels came in from the Karanas to save the day? That event was the work of Guides!An article over at EverQuest II Players heralds the celebration with memories from both a former and a current Guide Liaison, as well as a story by well-known Elder Guide Ozymandias honoring all the folks who have served the community over the years. The story is written like an historical lore entry. It contains a few references to legendary names that should be familiar to EverQuest veterans.Volunteer guides are a very old tradition in MMOs. Of course there were the Wizards of the MUD era. But after that, both Meridian 59 and Ultima Online made use of volunteer customer service and event folks too.
E308: PvP in The Agency
One of the many things people have been looking for in an MMOFPS environment is the ability to engage in some hardcore PvP. Shooter fans seem to absolutely love the thrill of fragging others straight off the map. While we weren't able to nail down all of the specifics from our talk with Matt Wilson, Executive Director of Development from SOE Seattle, we did manage to wrangle a few juicy tidbits from him. Some of the answers we got regarding the things they are considering for The Agency may prove to be welcome news to FPS PvP devotees.Massively: Is The Agency going to be open to a PvP type of environment?In the example we see in the video, the only thing you can do is actually blow up the bombs and kill yourself, that kind of thing. In PvP we'll have to flag friendly fire on or off -- if you want to shoot your team, you can. If you don't, you won't. In PvE, we're really focused on friendly fire being off most of the time because of players joining ad-hoc groups. We don't want to make the game a griefer's paradise.
Funcom hiring community managers, CS reps
Funcom is hiring for seven Age of Conan-related positions -- three in Europe, and four in the United States. The European opportunities are all "community coordinator" positions, and bilingual candidates are preferred. If you're looking for work in the United States, you can apply for one of Funcom's customer service positions. The Durham, NC office seeks CS reps in the English, French, German, or Spanish languages.Funcom is facing some serious community and customer service issues right now, such as exploits and ensuing bans. We don't doubt that the current staff is overwhelmed by all that's going on. Bringing in reinforcements is probably a good call.
Turning keyboard turners around
Zg thinks, quite unreasonably, that 99% of players in the game are "keyboard turners"-- people who use the keyboard to turn their characters rather than holding down the right mouse button and moving the camera to turn. It's hardly anywhere near 99%, but given that WoW is a game that attracts casual players (a.k.a. people who aren't experienced videogame players), I wouldn't be surprised if there are more people in Azeroth than in, say, Counter-Strike, who use the keyboard to do most of their navigating.Personally, I'm one of those that come from a CS background, and so I use the mouse for pretty much all movement whenever possible-- I'll often just hold down both mouse buttons if I need to run for a short distance (and anything longer gets the run lock key from me). I also think that circle strafing is pretty much the best game mechanic ever made, but I know that there are those who disagree with me-- back when I worked at Gamestop, one of our employees there just couldn't seem to wrap his head around the fact that he should turn and move at the same time, and as a result just got dominated in our Halo matches.But habits are a powerful thing, and so keyboard turning is probably around to stay. I won't go so far as to say that fast-turning with a mouse is required to be a good player, but certainly that kind of reflex is required to be a really great player. So keyboard turners, pick up that mouse and start looking around-- you'll thank me later.
Valve's Counter-Strike tweaks to level pistol prices [update 1]
Counter Strike: Source's dynamic pricing system has raised the Desert Eagle's cost to a point that Valve has admitted to be "somewhat out of control." As the only viable pistol option, the "Deagle" has become one of CS:S's most expensive items, since the pricing system raises and lowers costs according to popularity. Valve hopes that by tweaking the effectiveness of the Five Seven, P228, and Dual Elites pistols, players will cash in for these decidedly cheaper options, in turn driving the Deagle's price back down.Update: the new modifications have already been introduced.
Adobe announces Acrobat 8 Universal Binary, Creative Suite 2.3
Ali Hanyaloglu at the Adobe Blogs has announced version 8 of Acrobat, their software for all things PDF, with a nice surprise: it's Universal. It's being bundled with the also recently announced new Adobe Creative Suite 2.3 Premium, a retail upgrade (don't you love how they like to charge for .X upgrades when 1/8th of the suite is Universal?) which also now includes Dreamweaver 8. GoLive, fortunately, will be spun off into a separate product (yea that's right: I said 'fortunately'), but who knows how long Adobe will grace users with a choice in web design apps, especially since Premium Creative Suite buyers are already getting one major suite in their bundle.Check out the new Acrobat 8.0 page, as well as the Creative Suite 2.3 press release, for details on what's new in this $159 upgrade (admittedly, a deal for Dreamweaver 8 alone). CS 2.3 is expected to ship before the end of 2006, but remember: the rest of the suite isn't Universal yet, and they won't be offering Universal upgrades to CS2. If you aren't dying for Acrobat 8 or Dreamweaver 8, I'd recommend waiting until the first half of 2007 to upgrade, especially if an Intel Mac is in your future.
Sprint opens, closes data leak on customer service line
It sure feels like Sprint usually just can't buy a break when it comes to quality customer service. This time around, JD Power's sometimes basement-dwellers have been called out for an automated line that was just a little too ready and willing to dish out customer data to anyone who called in. Basically, you'd call the line, enter any Sprint customer's number of your choosing, and promptly be asked to verify the customer's compu-spoken name and home address --among other juicy details -- while calling another number would spit out their bill balance. Understandably, this raised a ruckus in the user community; to their credit, Sprint patched the system rather quickly and issued a statement to that effect -- but not without going into full CYA mode, pointing out that "this process operated well within the bounds of applicable federal and state privacy laws."
Adobe sets us straight: GoLive and Freehand are not going anywhere (yet)
Remember that post we had yesterday (ok, fine: I wrote it) that Adobe was giving pink slips to GoLive and Freehand? As it turns out, that might not exactly have been true. Macworld reported last night that a true-blue Adobe rep laid it out on the table: "Adobe plans to continue to support GoLive and Freehand and develop these products based on our customer's needs."However, another quote doesn't cast any good vibes on the future of these products in the long run: "Clearly Dreamweaver and Illustrator are market leading when it comes to web design/development and vector graphics/illustration... Customers should expect Adobe to concentrate our development efforts around these two products with regards to future innovation and Creative Suite integration".Take from that what you wish, but it sounds like the GoLive-haters from my previous post and the Freehand-lovers will still have some hatin' and lovin' to do, at least for a little while longer.
