It is a known bug that some characters were created on the wrong server even if the right one was selected. Oh well, the bug was acknowledged and a fix suggested.

Send an email via the support page to customer support and they will fix it. So I did. Then after a LONG time but who expects anything different in a MMO, I got a replay. They would be happy to fix it, if I send a petition. I tried but hey, waiting half a day for a email is not a problem, waiting 4 hours in a game during a working week, is.

But I got through finally and they helped me by telling me to send an email via the support page to customer support with the exact same details I had already supplied.

And look, now an email from customer support that characters transfers to fix a bug caused and acknowledged by Funcom, have been closed. Because I took to long getting the run around from support.

Good work Funcom. For a moment I was worried you guys had learned and actually started being helpful to your customers. Good to see you are now back to form as usual.

Why don't you guys talk to your co-workers from Age of Conan for more tips?

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Posted on Funcom forum, http://forums.thesecretworld.com/showthread.php?t=44711

One of the reasons Age of Conan failed even with those who liked the game was that customer support became dreadful and they just didn't or couldn't or didn't want to fix issues. It is pretty hard to get customer relations right, just see SWTORs debacle with only giving level 50's a free month, a decision they backpeddalled so hard on they broke lightspeed.

But really, you would expect companies to learn.

But then, I haven't learned.

For those unfamiliar with customer relations, as a company, you often have to bite the bullet and just help a customer because not doing so not just gets you ONE upset customer but a customer who from now on will cause negative word of mouth.

See the SWTOR debacle, a silly decision and it generated negative thread after negative thread across game forums. Those threads are still there, ready for anyone to read, even after the decision was changed.

My own posts so far on the game have been positive, even created a few guide posts. Do you think I will post positive again? Oh... I am not saying that this post will stop people, but a dozen post like this with similar stories. That will stop people. And all for the transfer of a bit of data from one database to another.

Age of Conan support is even worse, they renewed my sub as soon as i entered in my new card without warning and i got charged $36 for a 3 month sub...couldnt make it to the bank before it was out of pending and now im down 40 bucks...

yea, they made up some dumb reason to refuse refund too. basically robbed me.

Originally posted by sfc1971

Why don't you guys talk to your co-workers from Age of Conan for more tips?.

a game needs 2 things to be successful surprisingly enough customer support is one of them....if the game is good thats awesome till problems start coming...then what? you turn to the support team for help....Secret World is already doomed to fail by the fact it runs on funcoms support...thats why im stayin away

Originally posted by DMKano

Originally posted by sfc1971

Why don't you guys talk to your co-workers from Age of Conan for more tips?.

 

Umm the customer support for AoC and TSW is done by the same support team.

I know but I thought MAYBE they would pick up on how few of the original AoC people (they had to rush hire new ones at launch) were remaining. It was an attempt at sarcasm. Sorta like asking the dutch railway bosses to take lessongs from the brits.

I am not surprised by this...it's one of the reasons why I will not be entering a CC for subbing (and not subbing at all.). I've been lurking in their Customer Support forum, and the lack of care for their customers and community is very very bad. :( Which is a shame, seeing that TSW is a pretty good game.

Well i'm not playing yet, so i don't know what it's like. I have seen many post all over the net saying CS was great while other said the opposite.

However, there's no way in hell i'm not going to play a game because of CS.

I got stuck in a death/rez loop and it took 20 minutes for CS to fix it, so I'm very impressed with them.

Then again, I rarely have bad CS experiences, and I think that's possibly because of the way I word things. I'm not accusing you of behaving like an ass or anything remotely like that, but words like 'please' go a very long way.

Trust me; I used to be a CSR for SOE ;)

Originally posted by darwa

I got stuck in a death/rez loop and it took 20 minutes for CS to fix it, so I'm very impressed with them.

Then again, I rarely have bad CS experiences, and I think that's possibly because of the way I word things. I'm not accusing you of behaving like an ass or anything remotely like that, but words like 'please' go a very long way.

Trust me; I used to be a CSR for SOE ;)

Very true. But, as an example: I am polite whenever i report an issue I'm dealing with in WoW. It used to be (back in BC, vanilla, etc) that I would almost always get to talk with a person within a hour of reporting an issue, the GM was always extremely pleasant, helpful, and many times very generous. Now 1) The chances of talking to an anctual GM are slim to none 2) it usually takes from 8-36 hours for reports to be handled (sometimes even longer than that). 3) The pleasantness you receive is an automated "Sorry," and generosity and helpfulness is gone, because they rarely if ever explain the problem/how it was resolved like they used to.

This isn't absolutely terrible, just kind of a shame. Many CS are now like this for video games, and it doesnt seem to get any better. Unfortunately the days of getting to talk to real people in solving your problems are slowly dying >.<

The ingame petition was quite impressive, had a polite and apologetic GM dealing with me within 15-20 min.  Only had to use twice regarding a bugged mission, one was fixed after a relog the other got fixed after the server went down.

I hear the live chat is even better though, havent tried it yet or had the need to.

Ive seen screen shot conversations and heard horror stories of the CS in AoC, seems like they fixed that issue.  Perhaps an email petition would result in the bad experience though with auto replies and long waits before being delt with, not sure why someone would go that route when in game and live chat seem to be very impressive.

I'm not freaking out yet, but I'm part of a group of group of people with sufficient specs who get horrific performance in game. The game for me is actually unplayable right now. There are people with machines so beastly they should be able to run the game with maxed out settings unable to function well with all graphical options set as low as possible. I haven't seen any official responses yet to the tech support threads, but I'll chalk it up to the game just being released.

Still, it's making me kind of nervous because I had the exact same problem in Age of Conan. I'm still in wait and see mode, I guess.