Support Update

[Dura Killer]

nice going 24/7 support. Now MA needs to outsource support to cost effective markets like S-E Asia or the loots going to be more worse due to increasing costs.

[Immortal]

yay MA

[Snoogles]

SWEET 24 hr support would be very nice

[Fred Lazzaro]

Originally Posted by Rumsponge

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

If you want to provide time/date and server information/location, like you requested, it is easy. Unless you're incredibly lazy that is.

[Frank|MindArk]

Direct from Cornelia:

Hello again Entropians!

Nice to see that the majority of you like the upcoming changes. I would like to apologize for the confusion regarding the US time zone. What I meant was, that there will be support available when the Swedes are asleep

What you have seen so far is just the beginning of the rationalization process. Since there are many people involved in such projects, not all changes can be done at once. Our first priority is to achieve a truer picture of problems, inquiries and issues that our customers are experiencing while participating in Entropia Universe. Not only will this give us better statistics but also help us in prioritizing urgent matters.

Then, we want to remove the time lag, which has been extremely annoying for people living outside Europe.

The next step will be to update the support interface at the website. This will include updates in the support formula, such as the option to add screenshots directly to the errand and add a title (which will be like the subject field you suggested, Endermigne), and also a clearer structure of the support categories.

Some of you have also requested an in-world bug report system. This is also in planning, but it will take time since it involves more thorough planning and
development work. Therefore I cannot yet offer an ETA on this. It will most likely not happen before the CryTek update since this is the top priority for the development team at the moment.

As for the remarks regarding the standard replies. I can understand that getting such a reply might be annoying, but I feel that I yet again must highlight that the main task of the Entropia Universe Support Department is to provide technical support and that we do actually try to personalize our replies. This is, however, not always possible due to several constraints. If we were to reply to everyone in a personal way, the waiting time to get a reply from support would increase greatly. Also, if you analyze the replies more carefully, you will see that the cut/paste replies are given when you as a customer want to discuss in-world dynamics or economic balance. The Support Dept. has no mandate to discuss such issues. We do, however, forward all information to the rest of the team and it is included in the general evaluation process.

Cornelia Sundström
Customer Service Manager

[~ thebuzz ~]

As reply to Cornelia's reply...

Originally Posted by ~ thebuzz ~

That will be the day when I see that... Quater 2 it should be .. as if...

I bet at least 1000 EFD they wont have it done before 2009...

[endermigne]

Originally Posted by Frank|MindArk

This will include updates in the support formula, such as the option to add screenshots directly to the errand and add a title (which will be like the subject field you suggested, Endermigne), and also ...

Nice to read that post but we still have to wait until this is done to see how happy we can be about this. So basically we have read the words and now we want to see action .

[Harvest]

Im amazed!!! They do read the forums! 2 responses in one thread in a timely manner ....MA, give Cornelia Sundström a raise immidately!

[endermigne]

Originally Posted by Harvest

Im amazed!!! They do read the forums! 2 responses in one thread in a timely manner ....MA, give Cornelia Sundström a raise immidately!

And give her an EF-account