community-detective
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Massively's Community Detective, Issue #4: Warhammer Online [Updated]
"Don't roll a black orc, they'll just piss you off [since] newbies don't know how to back you up," said one of the helpful folks on Warhammer Online's Badlands server when I asked about class choice. While you may disagree with his assessment, he was one member of a very friendly community, and one of many that took the time to answer questions and make a new player feel welcome on multiple occasions. Unfortunately that's more than I can say for Mythic's customer service department. When it bothered to respond, it wasn't inclined to help with the simplest of support tickets, nor provide any sort of explanation. Waaagh WAAAGH! past the cut for more.
Massively's Community Detective, Issue #3: Aion
"There is currently a wait of about five days from the time you sent your request. We will continue to do all we can to reduce the wait time." So says a portion of the support email we received from NCsoft over the weekend while preparing the notes for this week's issue of Community Detective. Five days? Five days! Well, the good news is that the debacle had a happy ending. The bad news is that the wait, and a few vocal community members, colored our current perceptions of Aion. Welcome to another issue of Massively's Community Detective. This week we're changing up our format just a bit to focus on a single MMORPG. Aion goes under the microscope today, and the PvPvE title skews a bit more towards conventional MMOs than last week's EVE/Darkfall duo. Before we dive into the world of Atreia, let's reiterate the column's purpose, as well as outline our current methods. Fly past the cut for more.
Massively's Community Detective, Issue #2: Darkfall and EVE Online
"We hope you understand that there's nothing we can do at the moment," says the support email we just received from Aventurine, developers of Darkfall. Not exactly what you want to hear from customer service, is it? Welcome to another issue of Massively's Community Detective, where we're primed and ready to take you into the trenches of MMORPG community and customer service. This week we've got full-blown battlefields complete with land mines, dismemberment, e-peen waving, and all the other things you've come to know and love about PvP. Yes, we're delving into the world of Darkfall, and if that's not enough for you, we'll also be heading for the heavens in a very different (but equally cutthroat) PvP sandbox called EVE Online. Join us after the cut to see how these two titles fared in terms of community and customer service support.
Massively's Community Detective: The customer service case files, Issue #1
"Glad you made it to Age of Conan, and please, please feel free to look me up if you need any further help or want a group." When that bit of purple private tell text scrolled through the chat box of of our newly created guardian last week, it was clear that we weren't finding what we initially expected when we set out to research the community in Funcom's sword and sorcery MMORPG. Welcome to the inaugural issue of Massively's Community and Customer Service Investigations. Together we'll be examining all kinds of interesting factoids about both the community and customer service aspects of your favorite MMORPGs. If community is the heartbeat of this genre, we're here to take its pulse, and arm you with the information you need to make informed decisions when it comes time to look for greener pastures. Similarly, a game's customer service record can provide a gauge on everything from the professionalism of the overall operation to the health of the company behind it, and our investigations will put the system through its paces to bring you both hard data and analysis over time. This week's issue examines two PvE-focused games, one large and one small, in the form of EverQuest II and Age of Conan, respectively. Join us after the cut to see how the titles fared in terms of community and customer service.
