Rob Blob
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Posted - 2009.03.24 08:33:00 -
[1]
Issues with support
There needs to be a single up-to-date list of problems that CCP are aware of. Keeping this up to date will assist players and help to reduce some burden on CCP Support. The more up-to-date and complete it is, the more effective it will be in maintaining good relations with players and keeping support calls to a minimum. It should be prominently accessible from within the game and on the site. To be honest one doesn't need a certificate in ITIL to realize that this should be a top priority for the customer support team. I am sure it is a very tedious job, but it must be done else customer support are "making a stick to beat themselves with"
After trawling through several threads, I remain unclear whether the issues I have noted are known or not. So I fill out a petition. I get a nice reply that the issues are already known. This has wasted my time and that of customer support. I now have another issue to report and I am faced with iterating through the whole process again. It is not listed on any of the 'know issues' threads that i can find. No doubt this is also known by the developers.
Surely you can see that this is an unsatisfactory state of affairs for all parties concerned? Whilst this is an inconvenience for players, it ties up CCP support resources unneccesarily which cannot be helpful for any of us.
This is a pretty straightforward incident/problem management issue. Customer support must keep an up-to-date list of known issues - it is unthinkable for them not to - so is the problem in publishing it? Maybe, if they weren't bogged down in servicing petitions for issues that players should have already be aware of, they might have more time. This is a 'vicious circle' that only CCP can break out of. It appears to me that some attempt has been made to address this problem but petered out and died in another forgotten thread. There is a "known issues" link on the website, but it is not up-to-date. There are several issues that I have been told are 'known', subsequent to petitions I have raised, that do not appear on the list. I have another issue to report. No doubt it is already known, but how can I possibly have confidence in the published list? So another petition is filled out and another polite reply stating that it is already known, will no doubt, be forthcoming. Surely customer support can see a problem here?
Describing an issue that the developers are aware of, which nobody else knows they are aware of as "known" may be fine for the developers, but to the rest of us it's a more like a well-guarded secret.
No doubt this matter is itself a 'known issue' that nobody knows about and will disappear into a wormhole of self-consuming irony...
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