Why don't GM's answer?

queeg reddwarf · March 10, 2004, 08:11:57 PM

Perhaps the GMs are all on Indian Time and No speeky engliss?

Sarcasm's R Us....

Dakat · March 11, 2004, 11:24:34 AM

well GM's are usually game developers for everquest and usually do not get online until after 3pm PST. During their absences there are Guides throughout all servers. You might have 1 Guide serving 3 or 4 or more servers.

Imagine theres over 3000 people on each server or more at any given time. 1 guide for 12,000 to 15,000 people or more and their are over 30 servers. You do the math of how many people petition something to the GM, which actually get answered by a guide and if they can't resolve the problem it will get elevated to a GM. Then the GM's don't even get on until around 3 or 5pm PST. (Remember these guys work just like the rest of us)

TheOriginalGronker · March 11, 2004, 04:22:58 PM

Quote from: mac173I received the automated responce from yesterdays e-mail, and replied.

Still no live responce.

You know that you need to repetition each time you log in right? When you log out, all of your petitions go poof.

Also .. when you have to prioritize petitions a "I lost 400plat" thing is going to be LOW priority. Things that affect someone's ability to play the game (help, I'm stuck under the world! my corpse seems to have vanished! uber guild X is stealing our triggered mob!) are going to be higher priority. If you are on a busy server, there are plenty of things for them to attend to. Personally I'd put "Someone has an offensive name" above "I've lost 400plat" and I'm sure that happens ALOT.

On my generally unpopulated server, of the ~5 times I ever needed a GM the longest I ever had to wait was ~30 minutes including resolution and have nothing but good things to say about the CS I've interacted with.

Kinash · March 11, 2004, 04:51:19 PM

Quote from: TheOriginalGronker
Quote from: mac173I received the automated responce from yesterdays e-mail, and replied.

Still no live responce.

You know that you need to repetition each time you log in right? When you log out, all of your petitions go poof.

That's not true, nor was it ever true. The petition will stay in the queque until physically deleted now. Previously the petition would decay after several hours even if you didn't log-out! You were limited to a single petition. The only way to know if it was still in the queque was to repetition. If recieved the message "You already have a petition" then you know it is still in the queque.

Dakat · March 16, 2004, 09:55:20 AM

When you send a petition, it does not get reported as your character that you are on. It's reported by your account signon. They are able to view which characters you have and search for them. I had an experience a while back when I died repeatedly due to poor binding/repop deaths. I had to /q out and get on another character to send a petition. I logged off that character onto another character. About an hour later, I got a tell from the GM. As long as your on the same account, they can find you.

Strijder · March 16, 2004, 04:19:47 PM

I had a bugged final combine on my beastlord epic. It took 2 1/2 weeks on the E'marr server for a response. My petitions kept disappearing every time I logged... /viewpetition would show nothing; not sure if I was doing something wrong, or if you're mistaken regarding persisting petitions. I finally got an emailed response to the email I sent the eqlive website, saying I would find the fixed components in my inventory.

Kinash · March 16, 2004, 05:55:54 PM

Quote from: StrijderI had a bugged final combine on my beastlord epic. It took 2 1/2 weeks on the E'marr server for a response. My petitions kept disappearing every time I logged... /viewpetition would show nothing; not sure if I was doing something wrong, or if you're mistaken regarding persisting petitions. I finally got an emailed response to the email I sent the eqlive website, saying I would find the fixed components in my inventory.

That is because all those combines were broken and it was announced they were working on the fix. I suspect that the Guides were told to bug it and delete. If they left all the petitions for known issues like that up the quque would be overflowing. Still, they should have told you that it was a known issue.

mac173 · March 16, 2004, 06:47:41 PM

A couple of things.....

First, I have yet to receive even so much as a confirmation that the GM has seen or is aware of my problem. NO RESPONCE!

Second,

Quotewell GM's are usually game developers for everquest and usually do not get online until after 3pm PST. During their absences there are Guides throughout all servers. You might have 1 Guide serving 3 or 4 or more servers.

Imagine theres over 3000 people on each server or more at any given time. 1 guide for 12,000 to 15,000 people or more and their are over 30 servers. You do the math of how many people petition something to the GM, which actually get answered by a guide and if they can't resolve the problem it will get elevated to a GM. Then the GM's don't even get on until around 3 or 5pm PST. (Remember these guys work just like the rest of us)

I'm not sure that ALL the GM's are developers. In fact, its been said that they are not, just that SOME of the developers volenteer to help out. We know that many of the developers are as hooked as we are, and play the game too.

The second paragraph just goes to illistrate the need for more Customer Service staff, to cover the need. SOE has consistantly reduced the number of staff handling this function. It's not as if the game was on the decline.

I play between 8pm and midnight, EST. Just as the GM's.

Yes, I remember that these guys have jobs.....EQ IS THEIR JOB!

And as such, I think SOE should pay for the online Customer Service, instead of trying to get paying subscribers to do it. Asking for volenters is just plain greedy. (Guides are volenteers, paying subscribers)
I is a sign of the times that such things happen, but I am afraid SOE will not try to fix the problem untill it is too late. Some other game will expand its content, and playability, and also its customer service. And EQ will suffer.

Strijder · March 17, 2004, 05:25:10 PM

Quote from: Kinash
That is because all those combines were broken and it was announced they were working on the fix. I suspect that the Guides were told to bug it and delete. If they left all the petitions for known issues like that up the quque would be overflowing. Still, they should have told you that it was a known issue.

My mistake, I mispoke. I had turned in the two claws to Dumul and he returned only one of them and the seal. I was waiting on the 2nd claw for the final combine. So it wasn't really a combine-related bug, but I gave the wrong impression here.

Purrsilla · March 26, 2004, 07:29:37 PM

Sitting and listening to the customer service roundtable at a fan faire the customer service people stress one thing over and over the more and relevant data you put in a petition the more chance you have of getting it answered. For example if you were a GM and had the 2 follow petitions which would you answer.

Petition 1
I lost 400 plat in a trade just now....

Petition 2
I just lost 400 plat in a trade I was making in Dulak Harbor at 7:50 pm with Soandso. Both parties tried to cancel the trade at the same time and the plat on my cursor disappeared.

Developers are not gm's the developers may help in a area where games mechanics may be faulty. GM's come from a pool and are not server based and only solve a problem if guides cannot fix it.

Purrsilla Pressley
64 Hunting Seasons with her Loyal Warder Floyd
Mith Marr Server

Merescata · March 26, 2004, 11:30:48 PM

Quotethe more and relevant data you put in a petition the more chance you have of getting it answered

But was is the point of making an absolutely relevant statement andthen have a guide ask the stupid question? " What are you needing help with?" or " How may I help/assist you?"

That's the 'very' questions I get asked each and every time. Revelance has nothing to do with it.

mac173 · March 31, 2004, 07:29:33 PM

Quote from: mac173Over a week ago I had a problem during a trade with another PC. Just as I clicked my plat (443) into the trade window, the other PC cancelled the trade. POOF, the plat is gone. He doesn't have it, I don't have it, and it's not on the ground. SHIT!

My original /petition, and all repeat /petitions have contained a complete discription of the problem.

QuoteGM's come from a pool and are not server based and only solve a problem if guides cannot fix it.

Quote from: mac173I petition, but there are no GM's on. That was on Saturday. On Sunday morning, I log on, and leave Kunnar logged on sitting in the Nexus while I do my chores, cleaning, etc. Sunday night, I go look, and a guide had sent a tell that he had upgraded the petition to a CSR. OK.

The problem, described in detail, was upgraded to a CSR the day after it happened. The guide could not fix it, so it was sent on to the GM. I have e-mailed the GM 4 times so far.

NO FUCKING RESPONCE!

I still do not have my plat, and at this point, never expect to get it. 443 plat is trivial to the majority of you, but one look at my magelo will tell you I need every copper. I can live with the loss of the plat. A couple of days of moping, and I got over that. What I cannot get over is the complete lack of respect and care towards a customer. They have us hooked like crack addicts, and know we are not going away, so their real answer is.......

Fuck off. You need us, we don't need you.

Hrann · March 31, 2004, 07:51:36 PM

I have to say, this is a terrible example of customer service. There really needs to be a way to escalate these sorts of things. I mean, it's been nearly a month now.

mac173 · April 05, 2004, 04:02:46 PM

QuoteNO FUCKING RESPONCE!

And now, see my NEW rant, about a brand new problem.

Soloe · April 05, 2004, 04:41:26 PM

Isn't George Scotto still running the GM program? He's an incompetent, unruly and abusive old man who would yell at his GMs in a demeaning manner and acted like a genuine prick. From what I gather, he's an corporate asskisser which explains why he's still got a job even though he's horrible at it.