MMO companies need to improve customer support

In the past two weeks I’ve had two go-rounds with the tech support departments of two MMO companies, and both leave much to be desired.

Case 1: Turbine

On Sunday, December 6th, I tried to log a particular character into LOTRO and found that I could not. I got a message saying the character was still being saved. I tried rebooting and the problem persisted. Other characters could log in fine, so I logged an alt in and accessed the in-game help. I opened a ticket explaining the problem and asking for help. I continued playing around on the alt for an hour or two and then logged off.

I didn’t get back in game for a few days. When I did, I found a response to my in-game ticket, saying in-game support couldn’t help and I needed to go to the Turbine website and file a tech support ticket there. Before I did that, I searched the knowledge base, and found my problem listed. However the “solution” to the problem was just a link to the tech support forums. Searching Turbine’s forums is virtually impossible; they’re using a very poor forum package with extremely weak search capabilities and a ridiculously long ‘cooldown’ between searches (20 seconds). So when you search and find no results, you have to wait 20 seconds before you can search again. The search also doesn’t recognize phrases, it only searches on words. So it takes a lot of trial and error to find just the right words to search on that the search engine won’t spit back as too common, and in between each try you have to twiddle your thumbs waiting for the anti-spam cooldown to timeout.

Luckily someone on Twitter suggested I use Google to search the Turbine forums, bypassing their forum engine’s search altogether. I found many people who’d encountered the same problem I had, and the only official solution came from “Sapience” (Rick Heaton) telling people they needed to file a ticket in-game to get this cleared up!! Now his response was quite old, so I gave him the benefit of the doubt and figured things had changed, because remember I’d done just that and been told in-game support couldn’t help.

So off I went to file an out-of-game support ticket. Upon submitting the ticket I was informed that responses usually take 1 to 2 WEEKS!!!!! That is beyond an unacceptable timeframe to get support for a service you’re paying a monthly subscription for. [Full disclosure: I’m a lifetime member so I’m not actually paying a subscription, but many players do].

As it turns out, on Saturday the 12th, my character became unstuck and I could log him in. However, I never got a response to the ticket I entered, so I have no idea if the problem was fixed deliberately or as a side-effect of some other server work being done.

I love Turbine’s games, and I semi-know and like some of their staff via Twitter. I hate to knock on the company but their tech support department *needs* to be improved. Maybe management needs to devote more resources to the tech support department. A 1-2 week turn-around suggests to me that the tech support team is severely under-manned.

I also noted, via Google searching, that they nuke a *lot* of threads in their forums, which means users can’t learn from each other’s experiences. I clicked on link after link to forum threads about my problem, only to find they’d been removed. So I have no idea if the players ever came up with a reliable solution to the problem.

Case 2: NCSoft

Today NCSoft sent out an email talking about their Wintersday Celebration and inviting players to come back. I installed the client (and props to them for offering it on their website so I didn’t have to go rummaging through the closet looking for CDs). I have 2 Guild Wars accounts: one with access to the original game, the other with access to Guild Wars, Factions and Nightfall. The first account logged in with no problems but when I tried to access the other, I got a pop up saying that the account “…may have been accessed by an unauthorized individual” and the account was locked. “please contact Support and one of our representatives will assist you.”

So I guess the account was hacked? OK, don’t care, just want to play. This isn’t a bank account, after all, it’s a stupid game.

I head to NCSoft’s tech support page. Fill out all the info, including my email address. Get to page two and it wants me to create an account. Fill in all that info and I get a message saying that email is already registered. Can’t go forward. I hit back, copy the description of my problem so I don’t have to type it in again, and click the Login button at the top of the page. This brings me to the account “NCsoft Account Management.” So yay, I’m logged in. I click on the Support tab and it takes me back to the form I started at…and I’m logged out again.

Click login, I go back to Account Management. Click support, and I’m logged out. For giggles I fill the form out again, hit page two and it asks me to create an account. Try to do so and it tells me I already have an account registered to this email. Well duh, I know, I was just logged into it.

I’m a web developer, so maybe this kind of shoddy, half-assed, craptacular website coding makes me crazier than it does other people.

In the end, I send them an email. 15 minutes later I get an email saying “An account was automatically created for you but you can’t login until your password has been set.” I have no idea what account they’re talking about; I have an NCSoft Master account, a Guild Wars account, and now a Guild Wars support account? Maybe? I click the link, set a password, and the email I’d sent in has been converted to a support ticket. Huh?

Finally I figure out how to use their tech support page. There are three tabs in the body of the page: Answers, Ask a Question, and My Stuff. When Answers fail, the next logical step is to go to Ask a Question. That’s wrong. If you go to My Stuff first, you’ll be able to create a Tech Support account, or log in if you already have one. Once you set up your account, then presumably you can go to Ask a Question and get help. Under no circumstances should you ever use the LOGIN button at the top of every page, because that is logging you into your NCSoft Account, not your NCSoft Support Account. I think?

This shouldn’t be so hard!!

C’mon, MMO publishers!! Start treating your customers with some respect. Start treating them like…well, like valued customers. We’re paying your salaries, after all!!

/rant off

Siege of Mirkwood Launches

As everyone knows, today was the launch of LOTRO’s latest expansion, The Siege of Mirkwood.

I ran the patcher while I was at work, so everything was good to go when I got home. I wasted no time heading to a Skirmish Camp to get the Skirmish Tutorial quest, then headed back to Evendim to get the drops I needed for said quest while knocking out some ‘kill those dudes who think they’re wolves” (I’m pretty sure that’s how Tolkien described them) quests.

Drop rate wasn’t too bad and I finished 2 quests at the same time. Then I Mapped back to Esteldin and ran through the tutorial, which is pretty much unchanged from when I did my brief report from the preview.

Then finally it was time to start Skirmishes for real. There were two open to me to solo at level 40, one taking place in Noglond and the other on Weathertop. I’d done the Weathertop one in the preview so I went off to Noglond. My soldier was traited as an herbalist and I was feeling pretty confident.

And I died. And died. And died another 4 or 5 times. It was *much* harder than Weathertop during the preview. I did “win” the Skirmish, but my repair costs were about 200 silver from doing it (and I earned 70-ish silver as a quest reward). The problem was my soldier was being a terrible healer, which wasn’t something I saw in the preview.

I took the Marks I’d earned and re-invested them in my Soldier’s Herbalist traits, then headed to Weathertop. I did much, much better there, winning without any deaths, and my healer was doing a good job of healing. Then I did the same skirmish again, and noticed at one point my healer stopped healing and the ranger in the skirmish stopped fighting. And I died.

I’m wondering if that’s what happened in Noglond? I’d have 10% health, my soldier would have full energy, we’d be between waves of enemies and… no heals.

So I’m going to write that off to launch day lag and not worry too much about it.

Skirmishes are awfully fun though! And tense! You get a few short breaks in them but mostly it’s constant fighting for 15-20 minutes. I don’t think I could handle more than 3 a night; I was too stressed out (not to mention out of potions…but DC commenter Grid was nice enough to help me out with that problem).

By the end of the night I’d lost about 100 silver, gained about half a level, completed a couple of Skirmish traits, bumped my soldier to a level 3 herbalist, and most of her skills to level 4 and I have all kinds of special marks and bits and bobs that I can trade in to the Skirmish NPCs for rewards. I decided to wait until things quieted down a bit before I went shopping. It was getting way late for me, and the skirmish camps were mobbed.

All in all, an awesome first night of Skirmishes. My only concern is that I’m just going to out-level all my questing content doing these things! Aside from the potential lag issue I mentioned, the servers seemed stable, but wow, were there a lot of folks playing! No queue for me, but I’m east coast; maybe I got in ahead of any queues.

Congrats to Turbine for what looks to be a great expansion! If I never get to Mirkwood I’ll still be happy with the Skirmish system!

The Calm Before the Expansion

Gah! I hate the weekend before an MMO expansion releases!

In just a few short days I’ll be able to experience all kinds of new content and game system changes, so I get totally pumped to play the game (LOTRO in this case, and the expansion is Siege of Mirkwood). But suddenly the “old” non-expanded game seems a bit tattered and worn. If there’s some specific thing I want or need to finish before the expansion launches, I’m fine, but otherwise it just feels like killing time before the new shinies arrive.

Mind you, this is all in my head this time out. The old content won’t really feel tattered and worn once Mirkwood launches. And it isn’t like I’m at the level cap and ready to charge into the forest. Hardly. I haven’t even been to Moria!

But I did preview the expansion and already have some Skirmish-earned armor picked out and I just want to get working on earning it NOW. I’m ready to start my quest to enable Skirmishes.

I feel like a kid waiting for Santa to arrive!

Dragon Age DLC Pricing

Over the weekend I went through the two current DLC packs for Dragon Age: Origins. I didn’t really plan it, it just happened that I liberated the Warden’s Keep on Saturday and got Shale into my party on Sunday. It got me thinking about the cost of DLC.

The Stone Prisoner (which adds potential party member Shale) costs $15 while Warden’s Keep costs $7. The upcoming Return to Ostagar will cost $5.

Some folks think these prices are too high, while others consider them fair. I can kind of see both sides of the argument. When I’m determining value in a game, I basically break it down into a cost/hour number.

So in support of the pricing, if I spend $5-$7 for a piece of DLC and it entertains me for an evening, that seems ok. Going to a movie is going to cost me a lot more than that. Going to a meal still more. I could get a Starbuck’s Latte for $5, or I could spend an evening going through this content.

Looking at it another way, though, how does that $5 compare to the entire game? Dragon Age (PC) lists for $50 and has what? 60 hours of gameplay? (I’m guessing..I haven’t finished yet.) For ease of use let’s assume it’s a 50 hour game. So that’s $1/hour. Does the Warden’s Keep contain the 7 hours of content it would need to match the value of the main game? No, it doesn’t. Of course there’s more than just the adventure of recovering the Keep from the forces of evil. You also get some unique items and some storage space. Putting a dollar value on that is tough.

The Stone Prisoner is even harder to gauge. From Bioware’s point of view I can see why they’d price it so high. It’s another NPC in the game, with new art assets and animations, new (and considerable) voice talent, and both the quest to free Shale and his NPC quest. Plus potentially more voice acting from the other actors to react to Shale (guessing here too…I don’t use him).

So I can understand how this content was costly to produce. But I’m not sure that’s going to matter to most gamers. Will they get 15 hours out of Shale? Rescuing him is pretty fast (maybe an hour). I don’t know how elaborate his personal quest is, but neither does the potential buyer.

Bioware has promised 2 years worth of DLC for Dragon Age: Origins but (as far as I know) they haven’t really gone into detail about what that DLC will be. Will the story be extended or will it all be “side story” stuff? Will we see more NPC companions?

If the Stone Prisoner costs $15, how much would a short add-on campaign that’ll last you a few evenings cost? Twice as much? $30? Over half the price of the game? That seems crazy.

Maybe Shale was priced high just to drive customers to one of CE or Deluxe versions? The Collector’s Edition is $60, so it costs less than buying the standard edition + the Stone Prisoner DLC.

I’m really looking forward to seeing what we get with Return to Ostagar. $5 seems like a good price for a chunk of DLC. If I spending an evening having fun playing through Ostagar, I’ll feel like I got my money’s worth.

How about you? Where’s your comfort zone when it comes to paying for DLC? I’ve used Dragon Age: Origins to illustrate this post, but feel free to comment on DLC costs in general.

More on Skirmish Traits (LOTRO)

I realize I kind of skimmed over the whole skirmish trait system in my last post. Here’s more detail.

You’ll talk to a Skirmish Captain to organize your traits. Here’s an empty trait panel — it’ll feel pretty familiar to any LOTRO player:
Empty Skirmish Trait Panel

And here’s my “full” panel, tricked out for a healing companion:
Full Skirmish Trait Panel

You’ll see there are slots that I need to unlock as I advance, same as with normal traits.

The top trait row, Attribute, basically sets the ‘class’ for your soldier. Right now I have two choices, Warrior (essentially a Champion) which I got via the tutorial, and Herbalist (a healer) which I bought with Skirmish Marks. You put a Role Attribute trait in slot 1 of this row; I’m as yet unsure what goes into the other slots in this row. I couldn’t slot both Herbalist and Warrior. There are some cosmetic traits; maybe those go in the other slots? If you want your Companion to be a hobbit-lad, for instance, you can buy that feature with skirmish marks. Maybe someone can fill in the gaps here.

Here’re the pop-ups for the two Roles I currently have:
Warrior Role   Herbalist Role

If you notice the red text at the bottom of the Warrior Role, it’s because I had the Herbalist Role slotted when I took the screen shot.

Next two rows are Skills and Training. I’m honestly not clear on what the difference between the two is. As a reward for completing the Skirmish Tutorial, I took “Herbalist Education” which gave me a bunch of herbalist traits; two each of Skills and Training. (Note I had to buy the Herbalist role in order to put these to use).

Skills:
Herbalist Skill #1   Herbalist Skill #2

Training:
Herbalist Training 2   Herbalist Training 1

The last row is for Personal traits which directly impact your character. I only have one of these to show off:
Personal Trait

Changing skirmish traits costs silver, same as changing normal traits does.

And that’s as far as I’ve taken this. I was going to do some more experimenting but the Skirmish Join panel says I’ve exceeded the max number of skirmishes I can take part in this week!! I assume that’s a bug (since I only fought in 1 skirmish), but it does indicate that there are systems in place for preventing you from doing nothing but grinding skirmishes all day.

Obviously this is all new to me and I can’t say how I’ll feel about the system come springtime, but for now I’m pretty excited. Hopefully there’ll be lots of traits to unlock and/or purchase which will give the player many options for customizing exactly the kind of companion he or she will be taking into battle.

First look at LOTRO Skirmishes

After all the problems that players ran into last Tuesday during the Siege of Mirkwood Preview/Stress Test, Turbine decided to open Bullroarer (the test server) to all players again this weekend. I jumped on tonight and sure enough, Skirmishes were working like a charm.

I wasted no time in going through the Skirmish Tutorial, which comes in two parts. In part 1 you begin outside the south gate of Bree, and have to liberate the gate, then the Auction House, and then Bill Ferny’s house. But before you do that, the Second Watcher gives you a Horn you can use to summon help. The horn is a skill, not an inventory item, and it basically summons your soldier, who at this point is a kind of generic man-at-arms.

Once you have him at the ready, off you go to take on a few pretty easy fights, and soon enough you will have liberated south Bree. Part two of the tutorial is the defense of the Prancing Pony. Before you begin this battle, you can talk to a couple of NPCs. One sells you a soldier trait, and the other is a Skirmish Bard which lets you slot that trait. You get a Warrior Trait, so buy it (for free), slot it (for free as well) and then summon a soldier, who’ll now be a Tier 1 Warrior.

This is a defensive battle as you fight off three waves of mobs. Skirmish mobs don’t drop much; at least I saw no random loot. If they do drop something it’ll either be a temporary item that gives you a buff (use it or lose it; it disappears at the end of the skirmish) or coin and some kind of Skirmish Mark.

This is a fun little battle. It’s really neat seeing Bree under a heavy snowfall. The challenge rating isn’t very high but this *is* the tutorial after all. After you’ve completed it, you’ll travel back to the Skirmish Camp (by the way, I should point out that I took the Skirmish Tutorial outside of Bree but you can take it from any Skirmish Camp; I’m not sure if other camps send you into different tutorial skirmishes) where you’ll finally finish the tutorial, opening up the Skirmish System as well as the Skirmish Vendors.

And wow, do those vendors have some nice stuff. Everything from rare crafting materials (shards and such) to armor or weapons for general use, to new Traits for your soldier, to house items and cosmetic items for your soldier. You buy all this stuff using Skirmish Marks.

I opted to buy an Herbalist Trait for my soldier. Once I slotted this trait, plus some skill traits, I had a capable healer to follow me around in a skirmish (I was playing a Champion so a healer seemed a natural choice).

It was time to try my first “real” skirmish, and I picked a Solo Level 40, Tier 1 skirmish on Weathertop. Gandalf’s battle with the Nine has drawn evil things to this place, and you have to aid the Ranger stationed there in protecting the area. I don’t want to go into too many details because half the fun is experiencing these things first hand.

I will, however, say that it was an awful lot of fun for me. And I’ll rile the haters up by saying it was particularly fun for someone who always solos. Between the Ranger (who aids you) and my healer minion, I had half a fellowship, which meant for once I could use all those Champion skills that are generally pointless when soloing (Challenges/Taunts) or that I never use due to shortness of solo battles (lots of the AoE melee attacks).

There are Lieutenant mobs that show up now and then, and some of them were pretty epic, at least to someone level 40. And there was (simple) stuff to do beyond just fighting.

The rewards for completing the skirmish were pretty generous. Maybe too generous. 75 silvers and between the tutorial and this one skirmish I had enough Skirmish Marks to buy a piece of heavy armor or a weapon better than what I was using. 75 silver is more than I pay for a week’s rent on my cottage! So 1 skirmish = weekly rent with some left over to spend on wine and wenches? Sign me up!

Siege of Mirkwood launches on Dec. 1st and I’m sure by Dec. 2nd people will be whining about “grinding marks” because, let’s face it, MMO players are a whiny bunch. And if you’re some kind of crazy completionist and want to buy everything you can as soon as you can, then yup, you’re going to be doing a LOT of skirmishes because there is a *ton* of stuff to buy. Maybe its time to get some counseling for that OCD!

But the system should be a dream for ‘normal’ players. I love that there’s good stuff to buy after just doing a couple battles, but there’re also some really nice, very expensive items that will take some time to obtain. Setting and achieving personal goals adds so much to these games, at least for me. I’m really looking forward to playing “for keeps” once Mirkwood launches. This (I assume) is just the beginning of what they’ll do with this system.

I have a few images from the tutorials. I was so engrossed in the one ‘real’ skirmish I took part in that I forgot to take any shots!

[Update: Oh, I forgot to mention this. When I reported on Tuesday’s Preview Program I said the combat changes made my Champion look like he was going into convulsions at times. I did not see this effect last night, so perhaps the problem Tuesday night was due to lag (which was awful for me when I was playing).]

Bioware announces Return to Ostagar DLC for Dragon Age: Origins

So it seems someone else may have survived the Battle of Ostagar, but this person was captured by the Darkspawn (rare, but it does happen. Bregan was captured, after all). Now this individual has escaped and he or she is looking for help from the Grey Wardens.

Yeah, that’s pretty sketchy, but thus far Bioware has revealed only a few details. We do know the just-announced Return to Ostagar DLC for Dragon Age: Origins will cost $5 and should be out ‘this holiday season.’ In it, you’ll head back to Ostagar for some payback, the chance to find the king’s arms and armor, and get another chance to recruit BarkSpawn into your party (actually my dog is named Milo but so many people seem to name theirs BarkSpawn, I coudn’t resist).

Hopefully we’ll get more details soon. Stay tuned!

Payback time!

Siege of Mirkwood Preview Event (LOTRO)

I didn’t do anything to prepare for the Siege of Mirkwood preview event that was held tonight, and it kind of bit me on the arse. My intention was to get in there and check out Skirmishes, but first I had to d/l the test client, then I had to patch the test client. So that took up about half my night.

Then I logged in somewhere in the midst of the Shire. I couldn’t do a Skirmish until I did the Skirmish tutorial, and I needed a Skirmish Camp to do the tutorial. So I recalled to Bree and quickly found the Skirmish camp outside the south gate. But before I could do the Skirmish tutorial, I had to do a quest which involved killing humanoid baddies. I was bound to Esteldin so I mapped to there, then headed towards Angamar to find some non-gray baddies (I was 39). Found some of those giant-ish types that fraternize with the hillmen, spent some time killing them until I had 10 Orders that I needed. Rode back to Esteldin, then Fast Traveled back to Bree, only to realize I need 10 Orders plus 1 War Plan. Argh! Haste makes waste!

I was still waiting on cooldowns so I thought I’d try another venue for the last bit, so I headed to the Trollshaws, a zone I don’t know very well. Actually I Fast Traveled to Ost Guruth (?) on the edge of the Lone Lands, then rode into the Trollshaws. Saw some goblins who conned green but I headed deeper into the hills and found the trolls that the Trollshaws got their name from…but they were all Yellow Elites. I wasted far too much time in there, dodging worms and fighting wights and bears and everything *but* humanoids. I did hit 40 though. My map had cooled down by now and I was making no headway in the Trollshaws, so I recalled back to Esteldin, then Quick Traveled to Tinnudir, then took the boat across the lake and headed up to go after those Gauradan that roam the hills above the lake. Finally found the War Plan I needed, and recalled to Bree.

Finally I finished my quest! And got another quest which was the Skirmish tutorial. It was one of those “Talk to me again and we’ll go” quests, but when I talked to the guy again and hit “Travel Now” nothing happened. Tried waiting, tried spamming the button, tried relogging. Lag was tremendous, frame rate was like a slide show, so I’m assuming that’s why.

Sadly I’m an adult who has to be up at 6 am to write a blog post, so at 11 pm I gave up on getting a taste of skirmishes. I should’ve just played Dragon Age tonight. But now at least I know not to worry about playing Siege of Mirkwood for the first few days of release.

I generally play LOTRO pretty casually, and now I guess I know why people get so upset with the travel options. When you’re really feeling driven to accomplish a particular goal, travel really does become an issue. I’m glad I don’t normally play with that mindset of “Must complete goal tonight!”

I did get to experience the new combat system, though honestly it was hard to tell what was abbreviated combat animations as a result of the new system, and what was lag. Frankly it looked a LOT worse than the LOTRO I’m used to. I guess I’ll get used to it, but my Champion looked like he was going into convulsions at times. I never had any issues with the combat system the way it used to be; I guess I’m in the minority there.

I snagged a screenshot of the new “Main Menu” which will look familiar to anyone who’s played any of a number of other MMOs. Also a shot of the poor besieged Skirmish Captain. I checked out the old goat that comes with Mirkwood (or is that in the Adventurers Pack?) and named it Pete, of course. And my Lithe Festival horse got renamed to Mimi. Silly me, one of the things that most excites me about Mirkwood so far is being able to name my mounts, and being able to talk to NPCs from horseback.

Really, the best thing to come out of this preview for me was discovering all kinds of cool things going on in the Trollshaws. I have to go there on my ‘real’ character!

News alert! Dragon Age is big!

A busy weekend kept me from playing as much Dragon Age as I suspected I would, and it came after me not touching the game in any significant way in the last few days of last week (due to other commitments, not lack of desire).

Tonight I finished one… ‘chunk’ of the storyline. Trying to avoid spoilers but if you’re playing you know what I mean. You’ve got a bunch of X items you have to take to various places to do some things. 🙂 Anyway, I finally finished 1 of them. My save game is at 20 hours. There are 4 (or 5?) of these chunks, plus side quests, DLC quests… there’s a LOT to do here.

What’s amazing is how it feels like they’ve tucked games within games. A section I just finished had gameplay quite different from anything I’d done up to then. And when I say “section” I don’t mean 10-15 minutes. It took me a few nights of playing to get through it. Wonderful stuff.

I had hoped by now to be covering the modding scene and things of that nature, but it looks like it’ll be a while before I get to that.

On the bright side, the modding community isn’t going as crazy as I thought it would. I installed the tools and took a quick look at them and they were somewhat daunting, so I’m sure modders are still getting comfortable with them. With luck by the time I finish plodding through the game, there’ll be some quality modules available.

One thing I’m not going to do, is rush through the game. I’m enjoying myself far too much to cut corners; I’m going to savor every minute.

In the meanwhile, it never hurts to check out the list that Bioware maintains.

I hope everyone is enjoying the game as much as I am!