Comments on: MMO companies need to improve customer support

By: Longasc

Longasc — Sat, 19 Dec 2009 09:33:32 +0000

I cannot recommend the EU support of LOTRO either. I won an account on Twitter, they were giving away some. Well… I had to mail THRICE and to talk to them on Twitter to finally get it.
I am glad that I rarely needed ingame support so far. Other players were not fond of the GM and support performance either.

Regarding NCsoft: Their account management is bullshit. The same applies to Guild Wars account security. I won’t explain in detail why they are so easy to hack. They have and had lots of flaws there and closed a major flaw only recently. The greatest bullshit is the login stuff you mentioned and the fact that your support account and your NCsoft master account and your game account are two/three different things… oh my.

Blizzard: One wonders if the big one can do it better when it comes to support. Yet they prefer to tie the hands of their GMs, allow them virtually nothing to do. They are trained to be highly positive – they have a list of generic jokes and phrases, but using the official forums or asking a GM ingame for help … I would not even bother. Luckily you don’t have to do this too often.

EVE: Never ever had the need to contact support. The game has an official help channel, and this worked quite well. A good mix of other players and official support.

This said, one of my best customer support experiences was with Funcom’s Age of Conan support. OK, it was an easy question and the issued solved itself. The GM just had to tell me that he noticed my issue has been solved already.

By: xXJayeDuBXx

xXJayeDuBXx — Sat, 19 Dec 2009 00:48:46 +0000

Yes, dealing with Turbine’s 1-2 week wait is a pain. Actually it’s inexcusable for a company as large as Turbine to take such a long time in responding.

By: Blue Kae

Blue Kae — Thu, 17 Dec 2009 16:28:43 +0000

Sounds just as bad as the support I’ve gotten from Comcast in the past. I generally don’t have problems so I’ve not had much interaction with game support services, but I did contact EA recently to try and get my old DAoC account merged with my newer Warhammer account. I sent in a ticket on the 16th in the morning and got an email promising a response within 24 hours. I didn’t actually get a response until the evening of the 18th, but it wasn’t a form letter and did contain an apology for the lateness of the reply. I may have another support story soon since I’m continuing to have problems trying to reinstall EQ2, we’ll see how the patcher is doing when I get home.

By: Victor Stillwater

Victor Stillwater — Thu, 17 Dec 2009 05:58:55 +0000

I agree.

Luckily I’ve had good experiences with Turbine support with the help of twitter and the official forums, and I’ve also gotten prompt replies from Icarus, though there wasn’t much they could do from their end. Still, a response in under a day was amazing.

By: Rog

Rog — Thu, 17 Dec 2009 03:49:20 +0000

Ugh NCSoft’s account management is confusing as hell and I’d wondered what would ever happen if I ever actually had to resolve an issue with any of the games I play via that spiderweb system. I guess now I know. =/