103218-dear-carbine

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Since my post in Economy in Tradeskills was ignored I figured I'd post in enough places where I can get a response. I just wanted to let you know your customer service is atrocious. Any person that has submitted a ticket or bug report can attest. You know what I want out of customer service? Not an EMAIL! It's insulting to never actually interact with your CS directly, and then one time I actually got a message from a live person he never followed up with me like he said he would, It's going on 8 days now since he contacted me.
 
What I really want to know Carbine is why you dont care your unacceptable Customer Service? Can you explain why you find the necessity to have such zeal on social media while not having any real support within the game you created. It doesn't make logical sense, unless you think of the face you dont care about your players. Do you care about your players? Because from my experience you dont. Whether it has to do with the fact the game isn't properly optimized, to the UI problems that make people have to download countless addons, to even basic game mechanics like crafting just not working at all.
 
What I liked about this game was the challenge. It pushed you as an MMO player to do the one thing most MMO players have trouble with; sucking complete ass at a game. But when the game is bugged in ways that just stack the chips against you what is the point? Why should I do anything when I know any problem I experience will be met with lukewarm reactions such as, "We are aware of the situation", and my favorite, "Sorry for the inconvenience".
 
If you really expect your game to succeed or even thrive in a market where people quit games over things much more mundane and pointless than I am about to heres a suggestion, DO SOMETHING ABOUT IT. Put some live people on CS within the game, you know, like a WOW GM. It's just embarassing that a game within the same genre of you has better customer service and probably 10-20 times more customers than you have. Even in its earliest stages that was one the best parts of WoW, you knew you would get a GM response in game; it took hours not days. Of course that game CS has changed drastically in 10 years(no phone support lolwut) but they adapted after the fact they had a handle on the game they were making.
 
What I'm asking is for you to rethink how you handle your customers because if you maintain this philosophy of interaction you will fail, just like Warhammer, just like Star Wars, just like Age of Conan, just like every other shitty MMO that thought it knew better, but didnt actually think what their customers were thinking. Just some food for thought.
 
Moderator edit: content 
			
				
	Edited July 29, 2014 by Chillia	
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What I'm asking is for you to rethink how you handle your customers because if you maintain this philosophy of interaction you will fail, just like Warhammer, just like Star Wars, just like Age of Conan, just like every other shitty MMO that thought it knew better, but didnt actually think what their customers were thinking. Just some food for thought.
 
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			NCSoft handles support, doesn't it?	
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NCSoft handles support, doesn't it?
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Out of those you listed, only Warhammer failed.
 
SWTOR and AoC are still going strong and bringing in quite good revenue. 
 
Blizzard has a hell of a lot more money to hire those in game GM's ... Carbine isn't quite there. You are comparing a small studio to a multi million dollar business.
 
NCsoft is hardly known for great customer support and they are the ones backing Wildstar. I don't think any of us who have had dealings with NCsoft before expected great things from their customer service.
 
What we like to think of as individual players ... NCsoft see's as money bags .... Picture EA on a smaller scale.
 
Carbine can only do so much. You need to aim your rage higher if you want anything done about it but set your expectations low.
 
I like the game ... i'll even go as far as saying I like some of the staff at Carbine ... but they are attached to a publisher, and one that's getting a reputation on par with ActiVision and EA (not quite there yet but they are trying hard).
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 was ignored I figured I'd post in enough places where I can get a response.
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 Just what I've heard about their handling of Aion is enough to damn them.
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Yes, the mods are going to love that.
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			I'm sorry I think I saw someone say NCSoft had great customer support? I honestly hope that was massive sarcasm. Their support is absolutely terrible and has been for some time. 	
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I'm sorry I think I saw someone say NCSoft had great customer support? I honestly hope that was massive sarcasm. Their support is absolutely terrible and has been for some time. 
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NCSoft has a good customer service history.
 
Not true, just did it for the first...	
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NCSoft has a good customer service history.
 
Not true, just did it for the first...
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I'm sorry I think I saw someone say NCSoft had great customer support? I honestly hope that was massive sarcasm. Their support is absolutely terrible and has been for some time. 
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Customer support is publisher fault not devs
 
In this case, NCSOFT.
 
ZEN DESK, the business that handes CS, hired by NCSOFT doesn't give a shit because its not their fault either. This things go through a licitation where the best offers goes through, ZEN DESK won and ncsoft agreed to the terms presented by the service provided by ZEN DESK.
 
Zen desk is just doing what they are paid for. If they where paid more by NCSOFT we should have a better customer support.	
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Customer support is publisher fault not devs
 
In this case, NCSOFT.
 
ZEN DESK, the business that handes CS, hired by NCSOFT doesn't give a shit because its not their fault either. This things go through a licitation where the best offers goes through, ZEN DESK won and ncsoft agreed to the terms presented by the service provided by ZEN DESK.
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Isn't Zen Desk the software the CS uses? http://www.zendesk.com/product/tour
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we moved to Jira.
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I've heard it's nice there this time of year.
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Jira isn't a place.  But it is kind of nice...
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I was joking.
 
I'm going to start putting disclaimers in my posts.
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NCSoft handles support, doesn't it?
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			lol @ ZEN DESK being at fault. Next thing you know people will defend carbine by passing the blame to Microsoft Word.	
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@op: you can post in every single forum you're not going to a) affect change or b) get a reply. 
 
They're a business and they'll run it as such.	
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@op: you can post in every single forum you're not going to a) affect change or B) get a reply.
 
They're a business and they'll run it as such.
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			Ya the customer support is terrible. I am done with this.  It took me my entire free month just to get them to give me an answer of " oh sorry your game crashing issue is a result of our game, and many others, not being completely compatible with Nvidia graphics drivers.  You will have to contact Nvidia to see if they can help."  Guess what NCSoft, Nvidia isnt going to patch their driver to run your game.  So I finally get it working at a semi decent level on my own, by reading quite a few forums with others having the same issue by setting my drivers back to an older version, now the launcher crashes and will not run the game.  Im done, not even trying to deal with customer service again, who was extremely unhelpful and I let them know it in their survey.  Sub is up on August 9 and it will not be renewed and I do not have the time to continue to try to fix my own game for myself.  I'm done trying to find a MMO worth playing, ill just stick with NHL and battlefield on my console and call it a day.  	
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