taken from Thread :- The GM's are great! found in UO.UHall


Comment

It's the lower lackies that need the help. The page handlers that show up as EaRep are the untrained, [likely] minimum [i]wage[i], website directing incompetents. Every time I've gotten past them and been touch with an actual GM, I've gotten outstanding results. Tonight I had to page 3 times to get through to a GM, but once I did the problem was resolved quickly and efficiently. So, we have two choices. Either give the EaReps the same training the GM's get, or get rid of them all together and let the GM's screen the pages. I vote for option A, as B would increase response time even more than it already is. You don't have to give them the powers of a GM, just the knowledge (and not just the knowledge base). I speak for myself only here, but I'd have a LOT more faith in the in-game support staff if the pages were screened better. I know not everyone does, but I DO check the knowledge base on anything I don't know for sure will require a GM, since I know I'm going to be sent there anyway.

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Is it hard to say something without the nasty words? Besides your in the wrong forum... its the Rants one you want to display your grasp of getting a point across in such a wonderous way.

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...

Am I missing something? The harshest word I can see in what is otherwise a sensible well made post, is "incompetent", and that's not nescessarily an insult either. The low end EA CSRs ARE incompetent. Not incompetent people as such, but incompetent at the task for which they are paid.

I suppose it's hard to say it without it sounding like an insult, but essentially they lack competence, and as such, they are incompetent.

Edit: Of course, the average player's expectations of competence differ greatly from the job descriptions, but the reality is that many (if not all) GM staff work across the board for all EA/Mythic online games, and simply can't provide the level of service for a specific game, that the average customer would expect.

Edit2: In short, people miss the days when just about any representitive of EA you saw in game could be expected to have a greater knowledge of the game than you do.

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For those that have never done CSR work, just let me say, it sucks!

You're always seen as incompitant when really you're hands are tied by such strict guidelines that you useually can't do much to help the customer.


I worked at a call center for DirecTV for a while both on the phones and as a supervisor, you'd be supprised at the things we were not allowed to do but should have been able to do to help the customer.


So when you have "bad" service, please keep in mind that they might truly be limited to what they can do and could possibly loose their jobs if they go outside of their scope of power. Is your game worth more than their job?

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It's whatever these "CSR"s that are answering that are the problem.
Dear god. They give you the private chat option but then don't give you the opportunity to actually SAY anything before they are gone. It is HORRIBLE HORRIBLE service and something needs to be done.
At first I thought CSR = GM but I guess that isn't the case.

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Jeremy_EAMythic UO Community Coordinator

I'm looking into the issue Flutter reported - I'm not sure what's going on there, but I'll find out.



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Here's what I posted in the other thread.
Mods forgive me for cross posting.

'I paged for help tonight.
Some CSR came and spammed a paragraph in private chat that I totally missed because it was so fast and was gone. .(I saw a flash of red chat and then I saw the message "The CSR has left the chat session." I was attended the whole time) I don't even know what it said. It took an hour for the CSR to come I have no idea what the CSRs name was and the CSR never gave me a chance to reply before he or she was gone. This is not in any way shape or form customer service.
I too was stuck in queue for an hour at #6 and since the "CSR" (what the heck ever happened to GMs anyway) came and went I am still getting spam saying I am #6 in queue soooooooooooooo
I think a lot of people are getting this same CSR (bogus) spam and are TOTALLY MISSING IT (by no fault of their own) and thinking they are never answered.'

*points Jeremy not only to this thread but cuts and pastes this reply to her*

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Customer Service Rep or GM, they are one in the same. How about them New England Patriots.

i got banned by a gm because one of my characters had the word "buttsnap" in it.

3 days people.

3 whole days.