Feldon After nearly 2 weeks off the air, EQ2 came back online today. Between the new Password requirements, and any underlying changes made in favor of security, it was not surprising that players have reported a variety of problems from Timeout errors, Patch failed messages, etc. SOE Customer Service has been answering phones all day today despite it being Sunday to help players get back into the game after the extended downtime.
There will always be issues that can’t be resolved immediately, but today it seems to have been all-hands-on-deck to get things working again.
What is the big deal about it being Sunday? Seriously? What international company doesn’t have customer support available on Sunday.
That should be SOP, not something special.
SOE and EQ2 CS came back better then ever ! Got my AA scroll deposited in my inventory 2 minutes after checking off online support! 2 thumbs up ! Keep up the Great Service Guys ! Loving the Game !
Enneract said:
“What is the big deal about it being Sunday?”
Many people who had problems would not have thought of trying to contact SOE as it’s known that the Customer Services section is closed over the weekend. Thanks to the Wire and others pointing out that the section was, in fact, open this weekend, they were able to be helped without waiting until Monday.
Still have me locked on suspension that was due to shut off the day Sony got hacked. Still refuse to logg my toon back onto the server. Even though im a fully paid year at a time player….Sorry, thanks for being patient….We know that you pay to play the game, but we here at SoE are smarter than you, we are better than you, so you have to do as we say, we are right. We are in charge…dude, i think sony planted that We are Legion not on there own server to let us all know they own us….Give me my money back for the year. Im done.
Enneract, your assumption that all “international” companies share your vision of good service and work-life balance.
Many now charge for the luxury of out-of-hours service. Even MS drops free phone support a couple of months after your initial purchase…and their products tend to cost MANY times more than anything SOE peddles.
I agree that 24/7 support would be a great thing if I ever need it (since they are almost always closed during our play times), but I don’t want to trade the good people they have for a cheap call center in India…and I don’t want to pay more for it.
So, is pay as you go support something people would pay for to have someone always there? At $5 per call the might be enough opportunity there to get it (and help SOE justify putting more money into EQ2. (note, at $5 the call would still cost SOE more and encourage them to fix problems, but it would help offset the cost enough to justify longer support hours).