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I'm not a fan of what SOE did to SWG or PS and I'm not a fan of the direction they're going down these days. They haven't released a proper big MMO since 2004 and it just looks like they're going down the console/casual road like everyone else. However last month I resubbed to SWG and got a free month for EQ2 and have been playing their games, just for nostalgia reasons really as I get this itch once a year to come back to them. I've come across some bugs, deleted items by mistake and other things like Treasure chests spawn intside structures and not being able to get to them. In most MMOs I've played I contact Customer Service and never hear back from them. I remember when my ex got mad at me and delete my characters in a few MMOs. SOE gave me them all back where as Blizzard said "tough Luck" lol. When I had technical problems with WoW, Blizzard never ever helped me and to this day they still haven't fixed the problems with my GPU and their game. However SOE are always willing to help and they always respond fast, within 24 hours. So no matter how angry I am at them for the whole SWG thing, I have to say that I wish every MMO had a customer service as helpful as theirs. |
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12/12/09 1:07:02 PM#2
for every one satisfied customer like yourself, they have a thousand disgruntled ones. Avoid like the plague. |
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12/12/09 1:12:41 PM#3
Aww. They deleted the roflrus. That's just mean! But yeah, SOE hit sewer level with the NGE. They may have clawed themselves up the respectability scale a step or two, but they're still ankle-deep in crusty crap as far as I'm concerned. They've a hell of a way to go before they regain the respect of the MMO playing community. This genre ain't known for having short memories.  Playing: EVE, Final Fantasy 13, Uncharted 2, Need for Speed: Shift |
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12/12/09 1:15:07 PM#4
EA is my favorite producer of games then SOE. I've always had fun with both of these companies games. "I do remember the sweet and innocent first post Holdenhamlet made on forumfall because it made me smile." Hotjazz Darkfall PVE Kills: 16,867 |
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12/12/09 1:16:19 PM#5
The OP should consider that SOE has so few people playing their games now, since many bad management decisions across many of their games have decimated populations, that the few CSRs remaining have plenty of time on their hands. So much so, that few of the games have "dedicated" CSRs anymore, a CSR might cover several games. I had a problem during the SWG last vet trial, and the CSR didn't know jack about the game, since he was primarily involved with EQ2. Plus he was a moron. I had an email exchange go on for 3 days before getting a non-answer, because the CSRs didn't understand the problem. Sounds like the OP got lucky and ran into a CSR that didn't want to lose their job.
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12/12/09 1:23:29 PM#6
i once had a issue in the great barrows in LOTRO. couple of buddies and i had a go at it, and one of the bosses bugged on us. submitted a ticket, and went on our way, figuring it wasn't going to help that night. less then 10 minutes later, had a GM messaging me, and he reset the boss for us. haven't found any customer service compare to that yet. though i must admit, pre-cu, we used to talk to the GMs in SWG, afterwards, they seem to go into hiding.... haha |
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12/12/09 1:27:29 PM#7
Big corporations are evil and they cause global warming.... I agree with you, I've never had a problem with customer service from a big company and I find them to be more efficient then these "indie" companys. I actually quite enjoy watching the big corps steamroll the tiny helpless indie companies. Trolls = Hardcore
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12/12/09 2:26:32 PM#8
Originally posted by Varny
In over 10 years playing SOE games I have yet to have an problem with customer service. They have always managed to help me resolve my issues. This included the time the server crashed as I was looting my body and lost half of my gear. A GM showed up withing 30 minutes and reset my character to that mornings save point. Any fool can criticize, condemn and complain and most fools do. |
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12/13/09 7:01:03 AM#9
Ive always had decent response time on petitions in soe games. |
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12/13/09 4:00:39 PM#10
Like NightBringe, I'm a 10 year SOE Vet as well. I'd have to say that most of my customer service experience has been good to exceptionable. Typically on forums you'll hear from disgruntled players as the forums serves as a vehicle to express their angst. Any praise of a company typically gives rise to Fanboi beat downs.
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12/14/09 1:37:22 PM#11
I am going to let this one go because I know of Kids that Believe in Santa Clause as well. |
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12/14/09 1:40:35 PM#12
One of the reasons I enjoyed Vanguard so much. Not only is it a great game but the customer service there has always been stellar. |
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12/14/09 1:42:05 PM#13
I had some ok interactions with SOE customer service, but the bad one sticks out in my mind the most. During the CU, me and some guild mates were doing quest chains on Kashyyk. Well, in one of the quests I bugged and couldn't pick up the item that I needed to pick up, but everyone else got it fine. I submitted a ticket, and in a little bit got the response "I'm sorry, but we aren't allowed to help with any Rage of the Wookiee quests" ... .... Really?
Yeah. Tried: LotR, CoH, AoC, WAR, Jumpgate Classic |
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12/14/09 1:44:28 PM#14
EA is the only company ive ever had any problems with. But im sure the SOE horror stories are on the horizon, so buckle up and prepare for the lamentations and gnashing of the teeth. |
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12/14/09 1:46:27 PM#15
Setting aside the fact that Blizzard tries to change and evolve World of Warcraft to suit what their players seem to be asking for — as opposed to SoE, who ignored their entire player base and destroyed Star Wars Galaxies in an attempt to clone World of Warcraft and cash in — all I take from this is that it's a lot easier to provide customer service for a few hundred thousand customers (whom you desperately need to keep) than it is for tens of millions of people.
Basically, Blizzard's customer base is gigantic and constantly growing; they can't keep up. SOE's customer base is small and constantly shrinking, so it's much easier for them.
And finally, I'd rather be annoyed by a GPU problem than have the entire game destroyed.
Currently Playing: EVE Online |
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12/14/09 1:47:00 PM#16
I've only used customer support once in Vanguard and in less than 5 minutes I had a GM standing in front of my character. Low population has its perks I suppose. EQ2 support seems about average.
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12/14/09 1:49:11 PM#17
Originally posted by JestorRodo
Santa is Real! Just that as we grow older an ummm hair, he loses interest in us, and doesn't want to bring us any more presents. |
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12/14/09 2:15:15 PM#18
This year at the soe fanfaire, the head of soe customer support announced that soe was no longer outsourcing their customer service to other countries and would instead handle customer support inhouse. The response from the crowd was perhaps the loudest cheering of the entire presentation which included panels of all the soe games. It was certainly the only portion of the all-game presentation where every group cheered in unison.
People do not cheer when a company gets rid of "the best" customers support in the industry. Soe obviously made this change, because there was a problem and the cheers from the players reinforced that they were happy to see that customer service go away.
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12/14/09 2:18:32 PM#19
SOE has gotten better. But they get real good before the release of an expansion.  |
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12/14/09 3:52:02 PM#20
Did I say that I did not believe? Perhaps you have grown older but I am staring at a 3 foot stocking hanging by the Mantle with name "Jestor" on it. |
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