customer support
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Rumor: Mythic layoffs hit QA, playtest and customer support
Speculative information is coming down the vine via Joystiq that Electronic Arts' new cost-cutting initiative has "cost" Warhammer Online roughly 21 customer support staff, half of its QA department and all of it's playtesting group. According to EA, they currently has no plans to make any additional cuts -- although that doesn't mean we aren't worried about it. And when asked about the future of the game and it's team, EA was unable to give any answers to Joystiq. Our deepest condolences go out to everyone who lost their jobs, and we sincerely hope that all land on their feet as soon as possible. To those who remain, we definitely hope that don't see anything similar happen to their livlihoods at anytime in the future.
Why the industry should care about their customer service
One of the long standing traditions of the industry has been to look at MMOs from the perspective of every other game on the market. We treat our online worlds the same as we treat our single-player experiences, which means we seem to forget that the customer still exists after they have picked up the game and are now sitting down to play it.In a traditional "selling boxes" industry, where people can get away with selling a game and have that be the end of it, MMOs walk the path of a service rather than a product. Getting a user to buy the game isn't the goal, it's the beginning of the process. And to that end, one deparment can make or break a user's experiences with a game when troubles begin to come down the line -- customer service.Adam over at T=Machine has written an amazingly in-depth piece on why the MMO industry needs to change up their approach to this neglected department and how good customer service is basically an open path to free word-of-mouth marketing. It takes a great analysis of the current approach and remodifies it to better handle the service model of selling a game rather than the box pushing model. It's a long post, but close to mandatory reading if you're interested in the theory of business
PSA: Do not threaten suicide to Blizzard customer support
A 17-year-old Ohio gamer was arrested Monday after he allegedly threatened to commit suicide to a Blizzard customer service rep, presumably over World of Warcraft. The rep called 911 and the boy was charged with a first-degree misdemeanor. The police report says the juvenile's excuse was that it was a joke to get "what he wanted" in the game. He'll appear in court Jan. 6.Although some might find Blizzard's response in calling 911 a bit extreme, just imagine the mess that would have resulted had the kid gone through with it. Regardless, we've learned that telling your MMO's customer support rep about your impending suicide is a bad idea (much like suicide, kids!). They have your account information and know where you live.[Via GamePolitics]
Phishing attempt targets EVE Online subscribers
They're baaack. The phishing emails targeting EVE Online players, that is. While you're sound asleep dreaming of your next Machariel, or thrashing about in a nightmare about that last pod killing, there are legions of very bad men seeking to crack open your EVE Online account and liquidate your assets. Of course, they need your help to do so. The phishing attempt has evolved to its next genius incarnation... no wait... it's exactly the same as last month. They haven't innovated at all! They're just plowing ahead with it, regardless. They pretend to be CCP Games and email you, stating that they're EVE Customer Support. Of course, they're emailing you to let you know about their latest database issue, and that they'd like you to log in and verify that everything's OK. They're even kind enough to provide you with a convenient link that brings you to "your account", where the phishers log your username and password, and proceed to rip you off as thoroughly as possible.
Sharp's AQUOS Advantage support program launches in Canada
Sharp just recently announced that its AQUOS Advantage Program would be expanded to cover 32- and 37-inch sets here in the States, and apparently it felt quite rotten about leaving our dear friends to the north out in the cold. Sadly, the Canadian launch of the platinum-level customer support experience -- which includes "priority repair services, extended weekday and weekend telephone support hours and a dedicated toll-free support line staffed by highly-trained AQUOS Advantage Advisors" -- only applies to HDTVs 42-inches and up, so those looking to get a set for their bedroom will likely be sorely disappointed in the lack of coverage. C'mon Sharp, whatever happened to fair and equal treatment?
Apple to mini fans: "Be patient."
A distraught Mac mini fan (it wasn't me, though I would be distraught to hear that the mini was really, truly dead -- which it isn't yet) apparently called Apple to get the story on the little computer that could, and apparently was told to "be patient." If you believe AppleInsider's interview of an unnamed guy who claims to have spoken to an unspecified Apple representative who may have overheard some unclear plans for an unspoken time in the future, then the Mac mini may be getting a revamp soon.Still, a little something (whatever it means) is better than nothing -- the mini hasn't seen an update or even been mentioned by Apple since last year. Part of me just kind of wants to leave it all alone -- maybe if Apple forgets they're even still selling the mini, they won't ever kill it. But I guess if an upgrade is coming, that's good news, too.
The many faces of Community Management
Have you ever submitted a bug report, petitioned a GM or posted a message on an official forum? If so, then you've interacted with a game's community team in one way or another. This is probably not news to you, but were you aware of the distinct departments that make up a community team and how they differ?Believe it or not, being a part of an MMO's community team is more than just reading forums or bug reports all day. In a recent post at SOE's official company blog, Senior Community Relations Manager EM Stock breaks down the four main categories of the community team. There's Quality Assurance, Customer Support, Tech Support/Accounts Billing and Community Relations. Read how SOE handles these main components of online gaming, and how they can effectively serve as the "face" of the company.
EVE dev blog charts much improved customer support experiences
Long petition queues, particularly related to expansions, has long been a problem in EVE Online. These long waits may very well be a thing of the past, according to GM Nova, Senior Game Master for EVE Online. GM Nova's latest dev blog, "Such stuff as dreams are made on," deals with the deployment of the Empyrean Age 1.1 patch in early September, as seen from a Customer Support perspective. "We at Customer Support, being at the front lines so to speak, are in a unique position to judge or evaluate whether a patch was successfully deployed and if ther is any fallout or unexpected problems involved, as the potential torrent of problems are directed at us to pass on," he said.GM Nova points out how that 'torrent of problems' has slowed down to a trickle, using graph data of the Trinity expansion deployment (predictably an insane amount of petitions), the subsequent Empyrean Age 1.0 patch (so smooth they thought their petition system had crashed), and finally Empyrean Age 1.1. The trend evidenced by the graphs is that their patch deployments are becoming less fraught with complications, meaning happier players in the long run. GM Nova goes on to discuss some of the structural changes made to CCP's Customer Support department that improve petition response time, saying,"We are happy to announce that our average petition age is currently two days with most normal requests handled in hours. We hope our efforts shine through in the level of support we are able to offer." Would you agree with GM Nova's assessment, and have your own petitions of late in EVE Online been resolved in a reasonable amount of time?
Panasonic extends Concierge service to plasma and LCD HDTV owners
Owners of Panasonic LCD HDTVs can finally enjoy the same luxuries afforded to the plasma owners, ending a two-year phase of panel discrimination. The outfit's "exclusive" service has been rechristened VIERA Concierge and is now available to both LCD and PDP owners. Per usual, callers will be connected with subject matter experts to answer any questions they have, and there's also an HDTV loaner program which "makes HDTV loaners available at no charge to customers who have a plasma or LCD undergoing repair." It's about time LCD users got some respect around here, yeah?
Texas Instruments extends projector-based DLP chip warranty to 5 years
In a bid to assure you, the prospective customer, that Texas Instruments' DLP chip is "bullet-proof" (its word, not ours), said outfit is stretching the warranty on any single-chip DLP module to five full years. Of note, this announcement covers chips within education, business, and home theater projectors only, and each manufacturer will be responsible for "providing details regarding their warranty programs, taking into consideration this new five year extension." Curiously enough, we can't decipher whether units that have already been purchased will be covered under the extension or if only new units purchased post-July 1, 2008 will be affected. If we owned one such device, we'd sure be on the phone with our manufacturer with this press release (in the read link) in hand.
DirecTV opens sixth call center in Huntington, West Virginia
Hot on the heels of DISH Network's call center expansion comes word that DirecTV is doing similar by opening up a 114,567-square foot facility in Huntington, WV designed to improve customer service. The center becomes the satcaster's sixth in the US, and some 550 company customer service representatives and supervisory staff will be employed here. Maybe it's expecting a rush of new calls about a bundle of new HD channels we aren't at all expecting? Ah, a man can dream, can't he?
CCP Games outlines GM hierarchy in EVE Online
The latest EVE Online dev blog comes from GM Zhainius, who writes about customer support at CCP Games. Over the 5 years EVE Online has been running, the GM staff has answered millions of petitions in addition to writing articles and guides. But their work is typically in the background; it's the devs that really get the attention. GM Zhainius felt like writing to clarify the inner workings of CCP Games in terms of customer support, and to give players a clearer picture of what happens when they file a petition. GM Zhainius dispels rumors that Game Masters at CCP are volunteers. They're all paid employees, some of whom have been doing their job for years. He also cites a low turnover among CCP's GM staff; in fact, a number of them have been with EVE before the game even launched. The GMs work from four locations worldwide: Reykjavik, Atlanta, Düsseldorf, and Shanghai. He lays out the company's entire customer support structure and the groups or 'cells' the support team is divided into. The EVE dev blog is an interesting look behind-the-scenes into how CCP customer support is handled, and whether or not you're a satisfied customer, it's always good to know that at least someone is reading those ship reimbursement petitions.
Age of Conan's Jorgen Tharaldsen addresses game issues
Jon Wood from MMORPG.com recently interviewed Funcom's Product Director Jorgen Tharaldsen about some of the issues affecting gameplay in Age of Conan. The interview was primarily focused on customer service issues, and hopefully provides a good indicator as to how things are improving in AoC. Some of the key issues that Tharaldsen addressed include: Customer support frustrations expressed by players. Inability to log in to the game's official forums. Funcom's actions taken against exploiters. Poor game performance despite meeting required system specs. Server downtimes during peak hours. Limitations on number of players in certain instances. Increasing the number of GM's to handle the petition backlog. Check out the interview over at MMORPG.com, where's there's quite a string of comments from the readers. Do you think Funcom is handling customer service issues properly (given that AoC had such a recent launch), or are they dropping the ball?
Age of Conan: Senior CSR responds to the recent mass banning
Customer service in MMOGs leaves a lot to be desired. Normally you get a ticket, and you wait with ticket in mind, and your issue normally isn't resolved until your mind is lost. The petty bug that caused an item to disappear or quest reward isn't unheard of in EverQuest or World of Warcraft, but what about the larger exploitations like duping? Exploitation that involves players amassing an inordinate amount of items or gold in a relatively short amount of time requires prompt action before severe damage is caused. Not long after launch day, Age of Conan, fell victim to such exploits. One involved the Demonologist class and leveling, and the other was a severe duping exploit via the trader system. Funcom is now under scrutiny for their handling of the situation. In many cases, Funcom opted to ban now, and suspend players for investigatory purposes before determining the final outcome. The aftermath from their decision had players crying foul, claiming that they did nothing wrong. In this interview with Ten Ton Hammer, the Senior Customer Service & QA Manager for Age of Conan explains the situation and admits that some suspended accounts were free from any illicit activity and reinstated. Some players are still awaiting word on their fate.How do you think Funcom is handling the situation?
E-mail a resum, work for SOE
Sony Online Entertainment is hiring for a few positions, and is soliciting resumés on its game forums.Specifically, it's looking for customer support representatives to work with knowledge base articles for Free Realms and Vanguard. The job descriptions note that SOE's knowledge base articles are extremely important because they're the first and most common point of contact for customers. The CSRs will be responsible for producing, reviewing, and regionalizing knowledge base content.The jobs appear to be entry level -- only a couple of years of gaming experience and a high school diploma are required. So if you know your MMO stuff, you live in or near San Diego (or are willing to move there, presumably), and you're out of work, e-mail SOE your resumé. You never know; it might be good.
Another blow in the keylogging experience
Thank you all for the encouragement I received in response to my recent keylogging experience. As a whole the experience was just dreadful. As I mentioned on last week's WoW Insider Show podcast, I am still afraid every time I log in that I will get the "The information you have entered is not valid" error. For the most part things have settled down, but the fear remains. The worst part of the keylogging episode was that my Shaman was transferred from a PvP to PvE server. After about a week in limbo my beloved Tauren was returned to her proper place. I was extremely relieved. Unfortunately that's the only thing on my account that Blizzard was kind enough to restore. They refused to return any of my gear or gold and did nothing about the items ninjaed from the guild bank. I appealed their decision with several emails. Those appeals were ubiquitously denied despite logical arguments and heart-filled plights. I thought it was all over, for better or for worse. I got more bad news in my email box the other day:
If your Wiimote isn't working, maybe it just needs a good dose of discipline
Having problems with your Wiimote? Have you already tried new batteries, re-syncing, and resetting? GeekDad recently had an issue with the family's new Wii, and got on the phone with Nintendo's helpful customer support. He told the woman on the line that his Wiimote was being non-cooperative, and recounts his conversation with her as follows:Friendly Nintendo Help Desk Lady: "Okay - I want you to take the remote, button side down and smack it into the palm of your hand two or three times."Russ: "You've got to be kidding"Friendly Nintendo Help Desk Lady: "No sir, do it hard enough that I can hear it across the phone line but not hard enough to damage the remote"Russ: "You're sure?"Friendly Nintendo Help Desk Lady: "Yes, sir."Sure enough, a good old slap on the behind got the Wiimote working again. We bet that giving the Wiimote a time out and making it think about what it's done would not have been nearly as effective.[Via Kotaku]
Wii Warm Up: Customer service
We've asked you about problems, but now we want to know about service. When it comes to Nintendo, we tend to hear only good things about the company's customer service. We have to wonder, though, are these stories accurate representations? To get to the bottom of the matter, we thought we'd ask you all to share your experiences.For those of you who have had to contact Nintendo about any problems, how did it go? Were you treated like a respected customer? And, was Nintendo helpful when it came to fixing or replacing things? Share your stories here, if you have them; we want all the dirt.
San Diego wildfires affect EQ II customer support
To anyone living in Southern California, fire has become a season of sorts. I know when I lived there, just about every year we would be plagued with horrible raging blazes, and this year is no exception. There are several fires burning through the region at the moment, and one in particular is located in San Diego, is burning dangerously close to the Sony Online Entertainment offices in that city. For that reason, the company issued this statement regarding their customer service: In-Game support is in limited operation due to wildfires in the San Diego area, but response time may be delayed. Account and Technical Support is unavailable. We will keep you updated with any changes in the situation and appreciate your understanding. I can't imagine gamers playing EverQuest II will really make a fuss over having to deal with a little delay in getting through to someone. After all, it is just a game, right? And people's lives are in jeopardy here. Let's hope the fires are put out soon, for the sake of the staff, and the sake of the players of the game.
Blizzard setting up shop in Ireland
Blizzard is apparently setting up a fourth support center, this one in Cork, Ireland. Currently, they've got bases in Southern California (where the main company and developers are located), Austin, Texas and Paris, France. But now an Irish newswire is saying that Blizzard plans to have another center in Cork, where they'll hire 100 people total over the next three years to support the European realms.And Cork is apparently happy to have them-- Motorola and Bourns Electronics have recently closed up shop there, leaving IT employees looking for new jobs. Ireland is apparently a hotspot of digital content as well, or at least it wants to be. I had no idea-- Irish companies, if you're hiring and willing to fly me out there, let me know! I'd love working in the country of Guinness.
