Support Update

[hooters]

Good to hear! The coming changes to support should make some happier customers .

[Coelacanth]

Originally Posted by Bertha Bot

Support Update
23 Jan 2008
As mentioned in a previous Support Update, our goal is 24/7 customer support. Achieving this remains our top priority. Therefore, this year will see changes which will bring us a step closer to achieving this goal. For example, we have well progressed plans to open a Support Dept. in the US time zone and to offer full weekend support as of Q2 this year.

I sure hope you're dedicated to this initiative. Last weekend, I got disconnected from the servers on Friday night (actually 3:30 A.M. Saturday morning, approximately) and more than 52 HOURS LATER, I was *still* unable to login, as the Client Loader said my avatar was already logged in, to try again in 1 minute. To this date, I never received a *single* email from MA Support, either to auto-respond to at least inform me that they received the support case, or to inform me that it was resolved.

I finally found out on my own that it was resolved, some 56 hours or so after the problem happened, by logging onto entropiauniverse.com > My Support and seeing the apology for the long delay and that my avatar was FINALLY logged out manually.

A login problem server-side really needs to be fixed a lot faster than 50+ hours. Let's hope MindArk Support is true to their word in the future.

[Etopia]

Originally Posted by Coelacanth

I sure hope you're dedicated to this initiative. Last weekend, I got disconnected from the servers on Friday night (actually 3:30 A.M. Saturday morning, approximately) and more than 52 HOURS LATER, I was *still* unable to login, as the Client Loader said my avatar was already logged in, to try again in 1 minute. To this date, I never received a *single* email from MA Support, either to auto-respond to at least inform me that they received the support case, or to inform me that it was resolved.

I finally found out on my own that it was resolved, some 56 hours or so after the problem happened, by logging onto entropiauniverse.com > My Support and seeing the apology for the long delay and that my avatar was FINALLY logged out manually.

A login problem server-side really needs to be fixed a lot faster than 50+ hours. Let's hope MindArk Support is true to their word in the future.

Thats the whole point of categorie....
Help to sort out problem faster , and know how to prioritise...

[DrSlinky]

Originally Posted by Rumsponge

India.

Great, at least we'll finally have some EU equality. You won't understand the tech support no matter what language you speak!

[Konve]

Originally Posted by Frigid

or just run the support desk 24/7. Having support in another country can create problems. To be sure, the volume of complaints is probabaly less than most other MMO's just by virtue of the REAL size of the community.

As they expand into other countries, however, they will need to have more and more multi-lingual support.

I think the average Entropia player will forward more of their own thought to Mindark through the support, though. And rightfully so, as normal MMORPGs don't give you the ability to blow several thousands of USD in a few days.

[Pollus]

Jajjamensan Cornelia, jag hjelper til hur som helst ^^^^

[Harvest]

I didnt take a look at the catogories but I can imagine certain things will be getting quicker attention and certain things will be getting a slower respones. Actualy sounds like its gonna work a bit better this way.

[Fred Lazzaro]

Originally Posted by Rumsponge

How about adding an in-game bug report option so that you can capture time/date/server information that would help you sort out the problem faster?

Press "P" to view the current coordinates in the chat window and "T" (or is it "C" - help me out) to view the current time as well. Forward this info in the support case, not very difficult.

[Coelacanth]

Originally Posted by Etopia

Thats the whole point of categorie....
Help to sort out problem faster , and know how to prioritise...

Or...just the sub-categorization of existing categories to make it easier for a player to choose one, all only to be equally prioritized as "low priority".

In my previous example: Before, because I was having a problem logging in ("avatar already logged on, please wait..."), I chose the "Login" category. Now, it seems that I'd have to choose "Connectivity and Lag", and there's no more section for "Login". In fact, now they're grouping lag and connectivity problems into the same category; I have no idea how that will be prioritized...

But hey, if they get down with the 24/7 support (especially in North America), that would be fantastic! For 5 years it's sucked *hard* for North Americans with major problems to have to wait until the people of Sweden arrived for work after a long weekend of binge drinking and partying.

[Rumsponge]

Originally Posted by Fred Lazzaro

Press "P" to view the current coordinates in the chat window and "T" (or is it "C" - help me out) to view the current time as well. Forward this info in the support case, not very difficult.

Press "P"
Press "c"
Write down info
Stop everything you are doing
Log out of EU
Start WebBrowser
Log into account
Go to support page
Find link for "new support case"
Type previously written down info.
Supply absolutely no contextual information whatsoever because that is what would have come from the EU program when you pressed the button that I had recommended.

Ok. You've got me. You're way is easy.