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Comment on SOE Customer Service and Social Media by Anna

Anna — Mon, 27 Apr 2009 19:24:49 +0000

I’m a software usability engineer who has been researching the effects of new communication media for years. Your observations on your customer personas are pretty well aligned with the results I have found over time and am still developing because these things are constantly in flux.
Part of the reason I think your efforts are often lost on the Gen Y and younger is that the flow of information has in many ways reversed. People from my generation can recall a time where they wondered if that fan letter they sent via post would ever reach their favorite celebrity. In sharp contrast, the postmodern youth is accustomed to their favorite celebrity asking them how their day was all the time on their mobile phone.
In order for your communication model to stay relevant, analysis just such as the type you’re doing is very important and while it will never be understood or appreciated by those who benefit from it, there are still a few of us around who have the big picture in mind.

Comment on SOE Customer Service and Social Media by Angel

Angel — Fri, 24 Apr 2009 15:39:32 +0000

Would be cool to have an in-game ability to send snapshots directly to an email…… with a caption.

Just a thought, Second Life can do it sure EQ can to…

All virtual worlds have one thing in common, they are all apart of the player/users life.

Comment on SOE Customer Service and Social Media by alun morgan

alun morgan — Sun, 19 Apr 2009 14:10:36 +0000

I really was interested in playing star wars galaxies but could not find out how much it would cost me for a monthly subscription.

There is no info anywhere on the main site and yet clicking the buy it now button and going to lucas arts I see that there is a monthly fee to play.Absolutely no mention of how much this fee is anywhere.
I’m not going to buy this without knowing how much im going to have to pay to play it. Obviously its not going to be a scam and try to charge $5000 a month but I cant afford more than $30.
Also it seems that you cannot even email anybody to ask how much it will cost untill you have actually got an account? Now thats stupid.

Comment on SOE Customer Service and Social Media by shawn masterson

shawn masterson — Fri, 17 Apr 2009 01:31:00 +0000

Where can I just get the expansions for everquest 1 and not the digital downloads for secrets of faydwer and seeds of destruction? I have all the other expansions and the classic.

Comment on SOE Customer Service and Social Media by Rochelle Brydie

Rochelle Brydie — Thu, 16 Apr 2009 18:38:47 +0000

I purchased the Wheel Of Fortune but it will not allow me to view high scores, exit game and it is has the same puzzles over and over. I just transferred to a new computer before that I got a lot of different puzzles to solve and my scores were real high but it is not allowing my scores to be shown under my name and dates it has a lot of 2007 dates. Please Advise!!

Rochelle Brydie

Comment on Quality In Perception by doug lefler

doug lefler — Tue, 14 Apr 2009 03:37:14 +0000

I was recently told if I opened a thread concerning a issue I had with cs my account would be banned. when I asked to have a supervisor review the thread I was told that it would be banned. WOW, now that is cs. In the email is states if your not satisfied then reopen the thread, what it doesn’t say is that soe cs will ban your account if they don’t want to deal with it.

Comment on Quality In Perception by doug lefler

doug lefler — Sun, 12 Apr 2009 09:42:23 +0000

I recently requested support and wasn’t happy with the answers I was given. I followed the instructions on the email to reopen the thread if I was not satisfied and was threatened with my account being banned if I re opened the thread again. I was always very nice and never vulgar in my thread. Is this the type of customer service you expect to provide?

Comment on SOE Customer Service and Social Media by Ellen Carrie

Ellen Carrie — Wed, 08 Apr 2009 16:11:37 +0000

There is a lot of truth in your blog. But there are a lot of us ‘old guys’ that are pretty technically moving forward, often faster than our infrastructure. I would tweet you my comments but my phone (and that is much more than a phone now) does not get reception in my computer room.
And I have to say that you guys have great customer support. Keep up the good job. And this I know because I, too, am in customer support at IBM.

Comment on Quality In Perception by J. Henry Hall

J. Henry Hall — Mon, 06 Apr 2009 03:07:15 +0000

I’m replying to this thread because I feel my comments are in good ties to this subject. Customer service and Perception of Quality. I have 2 suggestions on how to make EQ a healthy and a live game again. First, I really and whole-heartedly feel that if you changed Zek to old Rallos Zek rules 1 item loot and all coin with 4 lvls up and down of the attacker/attackee and email all the accounts on that server that have played there of the new changes, I have no doubts that people will return to the game and you’ll have more paying accounts live again.

2nd suggestion; If you change it so all new paying accounts are free until you reach lvl 65, you’ll have a lot of old zone content filling up again and the population will grow again.

I have always loved EQ and I really want to see it thrive again. With these suggested changes made, especially the Zek suggestion, I know people will return.

Please pass these 2 suggestions to the Top, I know you want to make more money, and we want to see the game have better population.

-J. Henry Hall

Comment on SOE Customer Service and Social Media by bill

bill — Sat, 28 Mar 2009 19:19:52 +0000

how can you get tech support, when you can’t log on to get tech support. being trying for 3 hours. and even had password reset, and it is not new password is not reconized.