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Working customer support for an MMO means that even the best times of your job are still spent dealing with upset players. Sure, the player might recognize that whatever went wrong was just an accident or a bug, but you've still got player issues to manage. It's the sort of work that can make you b...

5 months ago 0 Comments
November 26, 2014 at 10:00AM
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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 fi...

6 months ago 0 Comments
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The Connacht Tribune reported earlier this week that ZeniMax, which had established a customer service operation in Galway, Ireland, for The Elder Scrolls Online, has let go "up to 300 workers," apparently temporary, from its Rahoon location. It's not at all uncommon for MMO studios to let go cr...

10 months ago 0 Comments
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When people say they get hacked in online games, I always assume it's the user's fault. The one time I was ever hacked, I could trace it directly back to a situation where I knew my username/password was compromised and I used the same set anyway. Ever since then, I've used more secure logins and p...

1 year ago 0 Comments
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No one likes having to interrupt their game time to contact customer support, but doing an online chat with is at least slightly less painful than waiting on hold to talk on the phone. However, browser snafus can ruin the chat experience which makes your wait even longer. Fortunately, CS rep Araxom...

1 year ago 0 Comments
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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...

1 year ago 0 Comments
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Once upon a time, I worked as a game master for a very popular MMORPG. My duties were relatively simple: help players out of sticky situations and enforce the rules of the game when it came to cheating, harassment, and general player behavior. A game master's role is to protect the player from any ...

1 year ago 0 Comments
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Ever had a burning question about the customer service side of World of Warcraft, or other Blizzard games? This Thursday, you'll have your chance to ask. Blizzard is hosting its first-ever CoveritLive chat featuring customer support representatives from all of Blizzard's games. The chat will be...

2 years ago 0 Comments
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I can't really help it. I was trying to pen an article or a guide about any of a number of features in Aion, but my mind kept wandering back to the spirit of Thanksgiving. This time of the year I just get to feeling so extra thankful for those things that make life better, easier, and more enjoya...

2 years ago 0 Comments
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Some surprisingly difficult moments in life lurk in the drive-through of your local fast food joint. Seriously, I think I'd find it easier to butcher a cow, cook the meat, and make the burger myself than place an order on those speakers. We can get video to and from frickin' Mars with more clarit...

2 years ago 0 Comments
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EA is expanding its European Customer Experience Center, with 300 new jobs created for the facility based in Galway, Ireland. The announcement comes nearly a year after EA first opened its Irish studio, then dubbed 'BioWare Ireland'. EA says the expansion allows its European center to deliver multi...

2 years ago 0 Comments
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While some of us are happily slashing, casting, and shooting our way through hordes of baddies in Guild Wars 2's Tyria, some ArenaNet customers are still suffering the pain that accompanies prolonged login issues. OK, we know, first-world problems, but still. Case in point is blogger Saylah ov...

2 years ago 0 Comments
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I roleplay a lot. This probably does not come as much of a surprise. As a result, I've spent time on a lot of different roleplaying servers and have long since given up any hope that I'll ever see any enforcement of rules by the community service staff. It would be really nice if GMs politely kic...

3 years ago 0 Comments
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Blizzard has posted a guide to what customer service and support can and cannot do for players during Love is in the Air, the WoW in-game holiday that runs between Feb. 5 through 20. As with most in-game events like this, players will be getting exclusive items, quests, tokens, prizes, and chance...

3 years ago 0 Comments
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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 ...

3 years ago 0 Comments
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Welcome back to The Queue, the daily Q&A column in which the WoW Insider team answers your questions about the World of Warcraft. Mathew McCurley (@gomatgo) will be your host for today. Which World of Warcraft client does Mike Sacco use? Abbadon asked: Do you think we'll ever get an...

3 years ago 0 Comments