SOE Customer Service.... the vicious cycle - Page 2

Morara · 12-20-2006, 10:51 PM

Quote:

Originally Posted by Savanja

Worst petition system EVER. I've begged them to think about changing it back or fixing it, but no one listens to me.

To be fair, the old petition system, while better, was not run by geniuses, either. Back when I was in Rapture, we had a bugged HoS instance, and a GM was petitioned, and he showed up in a spot that agroed some golems in the Bloodbeast room, which went after our raid (which was sitting idle right outside Venekor's chamber). At some point, he disappeared and reappeared right on top of the golem behind the gate in the same room, and luckily, it ended up only killing him. He did the rest of his support task as a corpse. :/

Taelana · 12-20-2006, 11:02 PM

Quote:

Originally Posted by Morara

I just hope the SOE people watching this site notice how frustrated we are with their support and annoy their bosses about it.

complaints generally trickle DOWN not up...they prolly pass it to a peon

Malachani · 12-21-2006, 11:03 AM

Jesus Christ. This is what I woke up to this morning. Again, remember, bottom to top:

Quote:

Customer (Cris) 12/21/2006 07:02 AM
You can't be serious. Did you even read the history? You, Syrus, said EXACTLY The same thing, practically word for word, on 12/13, and I told you at that time (and about 4 other times) that I do not have a petition to file!!!!! You told me at that time that you would escalate this ticket, but it obviously hasn't been escalated if I got you again saying the same thing again, which has nothing to do with my problem.

Response (TSR Syrus M.) 12/21/2006 06:24 AM
Hello Cris,

I apologize for any inconvenience this issue has caused.

I understand that you want to file a petition yourself but as you have contact us we can forward your petition too.

We will forward your petition to an available Game Master. Please reply with the following information not yet filled out, so that they can better assist you:

- Real Name:
- Station Name(s):
- Character Name(s):
- Server:
- Zone/Area:
- Detailed but concise description of the issue:

Please keep the format above.

Thank you for contacting Sony Online Entertainment, have a great day!

Warm Regards,
-Syrus

RadarX · 12-21-2006, 11:25 AM

Wow...

I'm fairly speechless.

I had a joke about asking if you had filled a petition about getting access to the site, but I think this is one of those times people have told me it's not ok to joke.

Windle · 12-21-2006, 12:37 PM

“You do have cheese, do you not?”

“Oh yes sir. Finest cheese shop in the district.”

“Very well then. Red Leicester?”

“No.”

“Stilton?”

“No.”

“Lancastershire?”

“No.”

“Brie?”

“No.”

“Roquefort?”

“No.”

“Camembert?”

“No.”

“Cheddar?”

“No.” . . . .

Fewson · 12-21-2006, 12:52 PM

Folks, It's just cost savings.

They had to calculate the amount of customer support they had to give with :
an easier to use in game petition system and using whatever CSR system/people who could interact with that,
vs. using a most likely out-sourced CSR systm which uses a fixed web-site interfae that would also discourage overuse of CSR.

The counter to going that way is if they lose customers who make them money more than they cost them in customer service.

They are trying to save money on Customer Service in order to spend that money in other areas they hope will bring more enjoyment.

Let's say in a year people send petitions in enough that reading and potentially responding to them takes 30 minutes for the year. With a little under 200,000 subscribers that becomes 100,000 man-hours, assuming little over minimum wage (Let's say $8 USD/hour + tax+ overhead to come to about $12/hour) thats 1.2 million dollars in customer service. They probably decided to trim that budget. Most likely to an even lower cost provider of "Customer Support" using a low cost of service country (Such as India).

Their other choice would be to provide less content. (Or have made a game that people would use CSR even less...which taking the means to call CSR out of the game itself is part of that)

Why do you think they use volunteer players to moderate their forums. It's because it brings their costs down. Farther you go up a company more it is about making the money as means of showing the worthiness of work, not the passion of the art and entertainment.(There are few exceptions)

Sinraz · 12-21-2006, 08:13 PM

You don't really still think they are paying minimum wage to their CS people. You forget that they can outsource this for the 25 cents and hour and get a bunch of r-tards that don't really give a crap about the game. Every GM I have had to deal with had pre-written messages and engrish. This might explain why there are so many bots/gold sellers, they work as a GM by day and gold seller by night. Not like they are going to ban their own account.

Kurizo · 12-21-2006, 08:25 PM

Quote:

Originally Posted by Sinraz

You don't really still think they are paying minimum wage to their CS people. You forget that they can outsource this for the 25 cents and hour and get a bunch of r-tards that don't really give a crap about the game. Every GM I have had to deal with had pre-written messages and engrish. This might explain why there are so many bots/gold sellers, they work as a GM by day and gold seller by night. Not like they are going to ban their own account.

I'll tell you right now that it might as well be minimum wage. Not to mention there benefits are shit and after 2 years they will shit can you and reset all of your seniority then offer you your job back at less pay.

Sinraz · 12-21-2006, 08:57 PM

Quote:

Originally Posted by Kurizo

I'll tell you right now that it might as well be minimum wage. Not to mention there benefits are shit and after 2 years they will shit can you and reset all of your seniority then offer you your job back at less pay.

Um, so you are saying Sony pays minimum wage to the people they outsource? Did you work for Sony? You make it sound like you did.

Kurizo · 12-21-2006, 09:01 PM

Quote:

Originally Posted by Sinraz

Um, so you are saying Sony pays minimum wage to the people they outsource? Did you work for Sony? You make it sound like you did.

I said it might as well be. No I do not, and did not work for SOE. A very close friend of mine did though.