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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...

November 26th 2014 at 10:00am 0 Comments
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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 figu...

October 7th 2014 at 7:00pm 0 Comments
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A couple of Lord of the Rings Online's Inn League deeds are broken, which is unfortunate because the main reason I showed up for this year's Summer Festival was to finish the Inn League stuff on my newest character. I submitted a customer service ticket, and after having it closed with no action b...

July 24th 2014 at 8:00am 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 crun...

June 12th 2014 at 5:00pm 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...

January 29th 2014 at 5:00pm 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...

December 18th 2013 at 1:00pm 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...

December 4th 2013 at 1:00pm 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...

August 30th 2013 at 10:00am 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...

December 12th 2012 at 2:00pm 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...

November 19th 2012 at 12:00pm 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...

September 18th 2012 at 5:00pm 0 Comments