I believe that the customer service provided on EverQuest needs major improvement. If we are paying to play, we need better customer service. I don't see the point in calling the support number because all they will tell you is to use the "Contact your GM" on everquestlive.com. Then when you do use "Contact your GM", all you get is an auto-replied email that includes:
"If this does not assist you in ...
then please reply back with the following information..."
What is the point in using the "Contact your GM" when it takes a reply to send in the same information that you already submitted?
Also, if you use the /peition command within the game, all you get is a Guide telling you to call the support number or use the "Contact your GM" on the everquestlive.com. It is all a revolving loop that never ends and the problems don't get resolved. GMs are never on the server when you need them "in-game", but you see about three or four of them moderating the chat channel. I think that moderating a chat channel is not what GMs should be paying attention too. Especially when you have 3 or 4 of them. My point is that the service provided needs major help. Our issues are not getting resolved as they should. Your customer service department needs help, and I only hope that SOE fixes it.
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EverQuest Customer Service --Needs ImprovementFollow
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While Sony's customer service has never been contending for any sort of award, the contact your GM page is especially frustrating.
I submitted a request through "contact your GM" and I got this reply back. Please note that all this information is present at the time you are submitting the "contact your GM" request.
>Greetings,
>
>Thank you for contacting SOE Customer Support. You are receiving this
>auto-response email to streamline our assistance with your In-game
>issue.
>
>Please use the following instructions to ensure that you have used out
>best resources first to resolve your issue:
>
>1. Visit out Self Help Knowledge Base to provide you with more
>information on your In-game issue.
>http://help.station.sony.com/esupport/esupport/consumer/e support.asp
>
>2. Additionally, use the In-game petition system to contact an Customer
>Service Representative(CSR). Our in-game petition system is the best and
>fastest way to get assistance from a CSR.
>
>To use the In-game petition for EverQuest type /petition (your issue).
>
>
>If your issue was not resolved through the In-game petition system or
>through the Knowledge Base, please respond back to this email with the
>following information
>
>Station Name:
>Server Name:
>Character Name:
>Problem:
>
>We will forward your e-mail on to our GM team to further assist you with
>your problem.
>
>If your e-mail is not in regards to an in-game problem then please visit
>the following website and submit your e-mail accordingly.
For most companies the autoresponse says something like,
"Thank you for submitting your request. We will get to it is soon as we can. In the meantime, please make use of these additional resources... [list of web sites, etc]."
Not knowing the level of suckage, I didn't thoroughly read the email, so I just waited for a week and a half. I then re-read the email to see if there was an expected response time embedded in the text. Instead, I found the line that effectively says, "If you REALLY wanted some help, please reply to this email with the EXACT SAME information you just submitted on the web form."
In the end, I am upset that they turned down my request, but I am more upset that I had to petition three times, call customer service twice, and send three emails to get someone to actually say, "No".
I have since come to accept this level of customer service as the price of doing business with Sony. =P
I submitted a request through "contact your GM" and I got this reply back. Please note that all this information is present at the time you are submitting the "contact your GM" request.
>Greetings,
>
>Thank you for contacting SOE Customer Support. You are receiving this
>auto-response email to streamline our assistance with your In-game
>issue.
>
>Please use the following instructions to ensure that you have used out
>best resources first to resolve your issue:
>
>1. Visit out Self Help Knowledge Base to provide you with more
>information on your In-game issue.
>http://help.station.sony.com/esupport/esupport/consumer/e support.asp
>
>2. Additionally, use the In-game petition system to contact an Customer
>Service Representative(CSR). Our in-game petition system is the best and
>fastest way to get assistance from a CSR.
>
>To use the In-game petition for EverQuest type /petition (your issue).
>
>
>If your issue was not resolved through the In-game petition system or
>through the Knowledge Base, please respond back to this email with the
>following information
>
>Station Name:
>Server Name:
>Character Name:
>Problem:
>
>We will forward your e-mail on to our GM team to further assist you with
>your problem.
>
>If your e-mail is not in regards to an in-game problem then please visit
>the following website and submit your e-mail accordingly.
For most companies the autoresponse says something like,
"Thank you for submitting your request. We will get to it is soon as we can. In the meantime, please make use of these additional resources... [list of web sites, etc]."
Not knowing the level of suckage, I didn't thoroughly read the email, so I just waited for a week and a half. I then re-read the email to see if there was an expected response time embedded in the text. Instead, I found the line that effectively says, "If you REALLY wanted some help, please reply to this email with the EXACT SAME information you just submitted on the web form."
In the end, I am upset that they turned down my request, but I am more upset that I had to petition three times, call customer service twice, and send three emails to get someone to actually say, "No".
I have since come to accept this level of customer service as the price of doing business with Sony. =P
Greetings,
If you think it's bad now, wait a couple of months until they introduce the SWG ticketing system. No need for the GMs to come online at all, all petitions handled offline. Just something to look forward to....
If you think it's bad now, wait a couple of months until they introduce the SWG ticketing system. No need for the GMs to come online at all, all petitions handled offline. Just something to look forward to....
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