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Lotro: Great Customer Service

- - - - - customer great lotro service

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2 replies to this topic

#1
Maddux

Maddux

    I've got Skinnies with RPGS! Twelve 'o'clock!

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Last monday we had a Lotro Server Outage. Instead of being kept in the dark as I am used to with EA, Turbine kept us informed, adjusted the billing, and will gave ingame items to all our characters in the month of December. Being treated like a customer is something I wasn't use to. I hope other games note.

Source: http://forums.lotro....ad.php?t=104998


Service Outage Update

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Hello Everyone,

On behalf of the entire staff at Turbine we would like to apologize for yesterday’s extended downtime. The outage was a unique occurrence involving a combination of the hardware and software that supports our login servers and other related web services. This problem prevented players from successfully logging into the games, although the game servers themselves were unaffected and remained up.

Please rest assured that we worked hard to bring the service back online as quickly as possible. The team tasked with resolving the issues pulled out all the stops and worked nonstop day and night to bring the service back online.

Despite our best efforts, we could not avoid a lengthy downtime. We’re already working with our vendors to review the process and technology issues that contributed to the outage, and are collectively making immediate changes to prevent this type of incident.

While we can’t give you Monday back, we hope to ease the frustration many of you felt by extending your playtime. Additionally, affected players will receive an in-game gift to show our appreciation for your patience during the downtime:
For all players who had an active subscription on 11/26/2007 to any Turbine game, we will automatically extend your current billing period by one day. Your new billing date will be reflected at myaccount.turbine.com after the change takes effect.
Dungeons and Dragons Online™ players will receive a Candy Cane for every character on their account. This is an item with 30 charges of Heal Moderate and is usable at any level.
The Lord of the Rings Online™ players will be given a stack of five Scented Candles for each character on their account. These items are single-use consumables that provide a temporary increase to Hope.
For Asheron’s Call® players we are pleased to announce a Bonus Loot Weekend with a special improvement to the normal loot distribution for a limited time.
At Turbine, we remain focused on providing the best possible service to our subscribers. Players who wish to give us specific feedback on the issue and how we handled it may send an e-mail to turbinesupportexperience@turbi ne.com. We welcome your comments.

Thanks to each of you and we’ll see you soon in Stormreach, Eriador, and Dereth!

Please note: Special items and game time will be applied during the month of December.

If you would like to discuss this, please visit the discussion thread!

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[SIGPIC][/SIGPIC]


#2
buddy lee

buddy lee

    Agent Zero

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thats awesome

#3
Araidius

Araidius

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I remember back at launch... about a day after the game opened, all the servers went down... we were all sat in IRC having talking and now and then the devs kept popping in to up date us and apologies and have a general chat with us about how things were.... it was pretty good to have devs that care.

Araidius Lancro


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