Support Update

Bertha Bot · 01-23-2008, 12:30

Support Update
23 Jan 2008

Hello all,

The Support Dept. continues to develop and expand to meet the needs of an ever increasing user base. Since the release of VU 9.1 and the Christmas holidays, we are aware that response times have been regrettably long. We hope to be back to our normal schedule very soon and we apologize for the delay.

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.

We also plan to rationalize the Support section of the website. For example, we will update the Support Categories to achieve better statistics on user problems and inquiries. The first step will be taken today and you will notice that some of the Support Categories have changed names and that new Support Categories have been added. You will now find a Bug Report category, which has replaced the old 'other' category. Please use this category to report any kinds of bugs or system errors found within Entropia Universe. Furthermore, we will add a category called 'Text and Translation'. This category can be used if you find any issues related to future in-world texts or translations. As an extension of this rationalization, the occupation categories will gradually be removed. Bugs or errors related to occupations or systems should be reported as what they truly are: bugs and errors in the Bug Report category. The view where you file your Support Case will later be changed to facilitate a better choice of correct category for your errand.

These changes may seem confusing at first, but we believe that in the long run you will find it easier to find a category which best suits your issue.

Thank you for your patience and for helping us to improve and develop Entropia Universe!

Cornelia Sundstrom
Customer Service Manager

Originally Posted Here

sledge- · 01-23-2008, 12:34

Good to hear ... there is enough space to get the support quality to a higher level

Lykke · 01-23-2008, 12:36

Nice development

Witte · 01-23-2008, 12:43

IMO its time to add ingame support too. I think that will increase the effectiveness of many issues a lot.

SoReal · 01-23-2008, 12:47

Quote:

Originally Posted by Lykke

Nice development

Hehe Lykke, I saw your post and was totally distracted by your Tshirt

Phil Surtees · 01-23-2008, 12:49

Quote
"plans to open a Support Dept. in the US time zone"
End quote

Cool! I hold the opinion that we in the US have too many time zones anyway,
it's very confusing and I will be happy if you merge them into a single time zone!

Lykke · 01-23-2008, 12:50

Quote:

Originally Posted by SoReal

Hehe Lykke, I saw your post and was totally distracted by your Tshirt

Then it served it's purpose

Back to topic

Oracle · 01-23-2008, 12:52

Thanks for the update Cornelia.

I waited nearly 2 weeks for my support case to be dealt with recently but when my turn came around it was handled efficiently and courteously by your staff.