Post by Ralyen on Sept 4, 2007 9:41:03 GMT -5
having been thoroughly jaded by normal MMO 'customer support' and their system of sending canned-BS e-mail responses that have nothing to do with anything, i was thoroughly impressed with the support received this weekend within LotRO:
bytorg was somehow bugged, in that i couldn't enter ANY instance...i created a petition and was going to relog to see whether exiting / restarting would help... (it didn't)...
before i'd actually exited the game, i was in /tells with an entry-level GM...(astonishing item #1)...
i didn't need to rehash what the nature of the problem was as he seemed to understand it already and only asked a couple of questions related to it (astonishing item #2 - they KNEW what the problem was)...
after relogging and trying a couple things, it was still borked...so he told me he'd have to escalate it...(minor astonishing item #3 - only minor since 'escalations' often equate to getting put in black holes)...
so, while waiting for 'escalation' we mounted up to do some quest turn-ins...
while still en route to the FIRST turn-in, i get in /tells with the escalation GM...(astonishing item #4)...who tells me that he found the problem with my character and fixed it...(astonishing item #5)...
when we finish the turn-ins and return to the instance we had been trying to do, it actually worked! (astonishing item #6)...
--------------------------
so, we have:
GMs responding within minutes
GMs understanding what the problem is
GMs escalating within minutes
escalated GMs understanding the problem and 'fixing' it within minutes
the fix actually working
it's not often that something amazes me...but the level of GM support i got actually did so!
bytorg was somehow bugged, in that i couldn't enter ANY instance...i created a petition and was going to relog to see whether exiting / restarting would help... (it didn't)...
before i'd actually exited the game, i was in /tells with an entry-level GM...(astonishing item #1)...
i didn't need to rehash what the nature of the problem was as he seemed to understand it already and only asked a couple of questions related to it (astonishing item #2 - they KNEW what the problem was)...
after relogging and trying a couple things, it was still borked...so he told me he'd have to escalate it...(minor astonishing item #3 - only minor since 'escalations' often equate to getting put in black holes)...
so, while waiting for 'escalation' we mounted up to do some quest turn-ins...
while still en route to the FIRST turn-in, i get in /tells with the escalation GM...(astonishing item #4)...who tells me that he found the problem with my character and fixed it...(astonishing item #5)...
when we finish the turn-ins and return to the instance we had been trying to do, it actually worked! (astonishing item #6)...
--------------------------
so, we have:
GMs responding within minutes
GMs understanding what the problem is
GMs escalating within minutes
escalated GMs understanding the problem and 'fixing' it within minutes
the fix actually working
it's not often that something amazes me...but the level of GM support i got actually did so!
