[Vaelek01]

"With Game Update #1 Customer Support now has an upgraded petition system to better assist players."
That quote was taken directly from the game update #1 notes. I thought some of you might be interested as to how this new petition system plays out...

On Wednesday, March 7, I was finally able to complete the infineum immunity quest since the Trevorak encounter was fixed with the update. So, my group and I kill Trev, I loot the journal and proceed to turn in the quest to Donovan and get my infineum ring of empathy. Immediately after I do the turn in, the chunk crashes. I log back in to find the ring gone, the quest is no longer flagged as completed (I hail Donovan again and he offers me the quest as if I have not even started it), and the experience I gained from the quest was gone...

So, I petition right away under the category "item loss" at around 8:00 pm explaining the situation and how it was very important to be flagged as completing the quest because my guild was moving onto the next quest in the progression. I still had Trevorak's Journal in my inventory to prove that I had indeed completed the quest. Knowing that my petition would not likely be answered any time soon (especially since it was the day of the patch), I decided I might as well try to do the quest over again. I followed a group through the entire quest, but was unable to get any quest updates, because I had already completed the two sub-quests. 4 hours later I log of discouraged, having received no response from a GM.

The next day, I log in and find I had received a mail from a GM. This is the jist of what it said, "Hello, if /equip or /inventory doesn't work, then please send an email to customerservice@sigilgames.com with a detailed description of what happened." To me, this sounds like a generated mail for "item loss" especially since it doesn't address any of the issues that I pointed out in my petition except that I was missing the ring. It left me wondering if my petition had even been read...

Anyway, I send the email to customer service, explaining the entire situation yet again, and expressing some frustrations at the whole process and lack of support on this game-breaking problem I am experiencing. Here I sit, more than 36 hours later with still no response from customer service, venting my frustrations.

The worst part is, I cant threaten them with quitting, because that would be an empty threat. I am at the mercy of Sigil, having created a game that I really enjoy, but am unable to progress in (the quest anyway). This is just a plea for Sigil to put more effort into the whole "serving your customers" part of the game in hopes that this wont happen to anyone else...

/rant off

[Teala]

Originally Posted by Vaelek01

"With Game Update #1 Customer Support now has an upgraded petition system to better assist players."
That quote was taken directly from the game update #1 notes. I thought some of you might be interested as to how this new petition system plays out...

On Wednesday, March 7, I was finally able to complete the infineum immunity quest since the Trevorak encounter was fixed with the update. So, my group and I kill Trev, I loot the journal and proceed to turn in the quest to Donovan and get my infineum ring of empathy. Immediately after I do the turn in, the chunk crashes. I log back in to find the ring gone, the quest is no longer flagged as completed (I hail Donovan again and he offers me the quest as if I have not even started it), and the experience I gained from the quest was gone...

So, I petition right away under the category "item loss" at around 8:00 pm explaining the situation and how it was very important to be flagged as completing the quest because my guild was moving onto the next quest in the progression. I still had Trevorak's Journal in my inventory to prove that I had indeed completed the quest. Knowing that my petition would not likely be answered any time soon (especially since it was the day of the patch), I decided I might as well try to do the quest over again. I followed a group through the entire quest, but was unable to get any quest updates, because I had already completed the two sub-quests. 4 hours later I log of discouraged, having received no response from a GM.

The next day, I log in and find I had received a mail from a GM. This is the jist of what it said, "Hello, if /equip or /inventory doesn't work, then please send an email to customerservice@sigilgames.com with a detailed description of what happened." To me, this sounds like a generated mail for "item loss" especially since it doesn't address any of the issues that I pointed out in my petition except that I was missing the ring. It left me wondering if my petition had even been read...

Anyway, I send the email to customer service, explaining the entire situation yet again, and expressing some frustrations at the whole process and lack of support on this game-breaking problem I am experiencing. Here I sit, more than 36 hours later with still no response from customer service, venting my frustrations.

The worst part is, I cant threaten them with quitting, because that would be an empty threat. I am at the mercy of Sigil, having created a game that I really enjoy, but am unable to progress in (the quest anyway). This is just a plea for Sigil to put more effort into the whole "serving your customers" part of the game in hopes that this wont happen to anyone else...

/rant off

Yep, covered this in my review. Worse customer support of any MMORPG out there. For this being a 3rd gen game as Sigil says it is...why don't they have the same level of support?

[Grim1]

Originally Posted by Teala

Yep, covered this in my review. Worse customer support of any MMORPG out there. For this being a 3rd gen game as Sigil says it is...why don't they have the same level of support?

Every game is accused of this.

[Teala]

Originally Posted by Grim1

Every game is accused of this.

Well I do not recall every game being accused of this. CoH and AO have decent CS as did Lineage II if I recall correctly. In fact I remember people praising CoH's CS as one of the best they have ever come across. So no, not all games have bad CS. This one however, has terrible CS, even SWG had better and theirs wasn't exactly stellar.

[Grim1]

Originally Posted by Teala

Well I do not recall every game being accused of this. CoH and AO have decent CS as did Lineage II if I recall correctly. In fact I remember people praising CoH's CS as one of the best they have ever come across. So no, not all games have bad CS. This one however, has terrible CS, even SWG had better and theirs wasn't exactly stellar.

Much better then the sweeping generalization in your first post. And you could very well be right about the quality of their CS being poor. CS is usually very poor right after a games launch because they are just overwhelmed with requests and the system gets bogged down.

And every game has been accused of it. That is the nature of forums, posters will make the most outlandish claims and do so all the time. CS is usually the first thing people complain about (yes it is a generalization but in this instance it happens to be true).

[MagicNumbers]

Originally Posted by Grim1

Much better then the sweeping generalization in your first post. And you could very well be right about the quality of their CS being poor. CS is usually very poor right after a games launch because they are just overwhelmed with requests and every system gets bogged down.

And every game has been accused of it. That is the nature of forums, posters will make the most outlandish claims and do so all the time. CS is usually the first thing people complain about.

Agreed. Patience is what's needed here.

[Ominous]

Originally Posted by Vaelek01

The next day, I log in and find I had received a mail from a GM. This is the jist of what it said, "Hello, if /equip or /inventory doesn't work, then please send an email to customerservice@sigilgames.com with a detailed description of what happened." To me, this sounds like a generated mail for "item loss" especially since it doesn't address any of the issues that I pointed out in my petition except that I was missing the ring. It left me wondering if my petition had even been read...

Customizing messages takes time, which they don't have. They're already horrendously backed up. They probably read your email, looked up whatever the proper response was and fired it off.

[Tisra]

Originally Posted by Teala

Well I do not recall every game being accused of this. CoH and AO have decent CS as did Lineage II if I recall correctly. In fact I remember people praising CoH's CS as one of the best they have ever come across. So no, not all games have bad CS. This one however, has terrible CS, even SWG had better and theirs wasn't exactly stellar.

While I do not disagree that the quality of CS here is bad.

But to come on and say CoH had the best CS ever is just wrong in so many ways. As the original Founder and major DJ during the time of Justice Radio (the first online radio station dedicated to the game and forumed during beta) I can say there where many many times that CoH's CS was very lacking. 8+ hours waiting for a GM to come find a lost mob in a level so we could complete it only to have him say "I am sorry I cant find the mob anywhere. You will need to redo the mission in order to complete it." And this occured over 30+ times throughout two years of playing the game. That doesnt account for lost influnece where you would have to wait two+ days for them to check the logs and make sure you actualy had that amount of influence, ect.

Lets not blow smoke here. Sigil has alot of work to do on there CS but what game hasnt had the same problems months after launch?

[Dazzler Desiderare]

EQ2 by far has the worst CS ever.. EVER!

That being said, I expect VG to catch up to them.

[Zhou]

DDO CS was awesome..entire group stuck in a dungeon ?
Happened to me 3 times and they helped us out within 10 minutes

[Isobel]

Google "MMO worst customer support" you'll see Grim1 is correct. Just on the first page you'll find references to DDO, Mythic, SWG, SOE (of course), and Blizzard, which doesn't mean that the complaint of the OP isn't valid. If the brand spanking new petition system is "Write us and email." People here were suggesting that a month ago.

[Rx7TyreBurna]

LoL. Like everything else in the game, it is sub-par.

Just kinda got to get used to it until they get the game more completed. But hey! Feel good, your helping pay to get the game completed.

[Diaxis]

Maybe they'd be better off with a petition system that immediately notifies the player that Sigil is aware of the issue, that it will be fixed in an upcoming patch, files the complaint in the trash and then spawns a little Tetris or Duck Hunt type mini-game to distract the player.

[Chae668]

hell, they could make a petition system where you put in said petition, and that sends you to a room with a bunch of other toons and you wait in line till your number is called. seems to work pretty good at the BMV.