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Lornesta
04-19-2007, 08:18 PM
I have wasted at least 2 and half hours trying to get somebody to help me at Turbine. Ever since the last release I haven't been able to recall or finish out of quests. I play with a screen resolution of 2560x1600 and when I go to click on the Recall or Finish button at the end of a quest, the pop up that says, "Are you sure you want to recall/finish? Yes or No" pops up in the bottom right hand corner of my screen. Actually off the screen, but you can see a small piece of the menu, so I know its there. If I click ESC, it goes away and I can click on it again and see it appear. Hitting Y or N on keyboard also has no effect, so my only option is to Logout of the game or Quit out of the game since both of those seem to work if I double click on them.

I have opened at least 3 in game tickets and sent in one through the support site at ddo.com.

Here is one hour of my life spent trying to get help from the live technical support at ddo.com.....please somebody stop the madness....

Michelle: Thank you for contacting Turbine Technical Support. Which game can I help you with today?

Lornesta: DDO

Michelle: Hello Lornesta, how may I assist you?

Lornesta: Ever since the latest patch to the game, I can no longer recall or finish out of quests.

Lornesta: The pop up menu that asks me yes or no comes up off of the visible screen

Lornesta: I'm playing with a resolution of 2560x1600

Michelle: Please tell me the exact error massage which appears on your screen, if any?

Lornesta: no error message

Michelle: Please set it to 1024*768.

Lornesta: I have a 30" monitor

Lornesta: 1024*768 looks like garbage

Michelle: Okay.

Michelle: Okay Lornesta.

Lornesta: Also it has worked since the game has been out up until the latest patch

Lornesta: I can see the pop up menu appear, it just doesn't come up in the center of the screen like it used to

Lornesta: I opened a ticket about this two or three days ago with no response

Lornesta: Ticket #11992

Michelle: One moment please, while I look in to this for you. Thank you.

Lornesta: ok. Thanks.

Michelle: Please ensure that your firewall has dndclient.exe and dndlauncher.exe listed as exceptions, and enabled to access the internet from your computer. If they already are, you may need to refresh the firewall settings. Do this by removing both files from the exceptions list, rebooting the computer, and re-adding both files to the exceptions list.

Lornesta: This is not a firewll issue

Michelle: Lornesta, I would like to inform you that you ned to refresh your firewall setting after every Patch.

Lornesta: The firewall would prompt me if there was a problem. If it was a firewall issue, I wouldn't even be able to access the game.

Lornesta: I'm a computer security engineer by trade. I can assure you this is not a firewall problem.

Michelle: Please let me know , if you are facing this issue with a specific character.

Lornesta: I only use one character. Lornesta on the Lhazaar server.

Michelle: I would request you to try log-in with another character, if you are able to play the game then contact to your in-game GM to resolve this issue.

Lornesta: Is there anyone else there that can assist. I don't think you are grasping the problem. I have opened three in game tickets already and was sent here. In addition I have already opened a ticket and added additional comments over the past day to your online ticket system with no response.

Lornesta: Please escalate this case to another engineer.

Michelle: One moment please, while I see if theSenior Technical representative is available. Thank you.

Lornesta: Thank you.

Michelle: I'm sorry, but the the Senior Technical representative is unavailable at the moment. However, I would suggest you to send an email at techsupport@turbine.com with the maximum information about the issue. Our Technical representative will answer you as soon as possible.

Lornesta: This is terrible customer service

Lornesta: Is there only one Senior Technical Representative?

Lornesta: You must be kidding....

Michelle: No Lornesta, There is not only one Senior Technical Representative but at this moment we are unable to connect you.

Lornesta: Why not?

Michelle: I know that you face a lot of problems but I am trying to resolve your my level best.

Lornesta: I appreciate your help, however I have been dealing with this issue for about a week now with no response from anybody at turbine. I have already done all of the steps you have suggested and I'm no further then when I started. I can't believe that there is nobody else available that might be able to assist.

Michelle: It seems that your issue is in-game issue. That is why I asked you to check and login with different character.

Lornesta: It is indeed an ingame issue, however the problem does not reside with my character, but rather with the patch that was just pushed out. Everything works fine if I reduce the resolution, it just looks like garbage. The problem is in the method in which DDO displays 2560x1600.

Lornesta: The pop up menu that says "Are you sure you want to recall, yes or no?" comes up off the screen, so I can never click on either yes or no.

Lornesta: In addition if I reduce the resolution, I can no longer go back to the higher one unless I manually alter the settings in the userpreferences.ini file.

Michelle: Give me a moment. I am looking at all the possible causes of the issues. I will be right back with a answer.

Michelle: Please Click on START>RUN and in the blank field type DXDIAG and click OK. That will bring up your Direct X Diagnostic Tool. Please respond with the following information listed on the SYSTEM TAB.
1. Operating System
2. Processor
3. Memory
4. Page file
5. DirectX Version

Michelle: I am waitng for you to respond.

Lornesta: 1. Operating System: Microsoft Windows XP Professional (5.1, Build 2600)
2. AMD Athlon(tm) 64 X2 Dual Core Processor 3800+, MMX, 3DNow (2 CPUs)
3. 2046MB RAM
4. 412MB Used, 3526MB Available
5. DirectX 9.0c (4.09.0000.0904)

Michelle: I would like to help you with this issue, but unfortunately this issue lies beyond my abilities. I will need to refer you to a senior support representative so you can be assisted further. One moment while I transfer you.

Lornesta: thank you


Transfering request, please wait...

40 Minutes into the support request........
A pop up appeared that said, "The representative has left the session. Thanks for chatting!"

Wow...what stellar customer support. I said it in my last ticket. Ridiculous! Seriously.

Round 2

Vinny: Thank you for contacting Turbine Technical Support. Which game can I help you with today?

Lornesta: DDO

Lornesta: Vinny, I was just talking with "Michelle" for the past 40 minutes. She said she was transferring me to a senior technical representative, but I was just disconnected.

Vinny: Hello,Lornesta could you please let us know the issue you are facing?

Lornesta: Can you connect me?

Vinny: Sure,Please wait



Transfering request, please wait...

50 minutes into support request......

Finally....after all of that waiting....I was taken to the following link.
http://turbine.fuzeqna.com/turbinesupport/consumer/kbdetail.asp?kbid=46&ao=t

Third Try with online support......

This time I could not even get another person online. I was just sent to the same link above of which I've already submitted a ticket through several days ago with no response. Ticket #11992.

Overall time wasted. 1 hour. Thanks for nothing Turbine.

ChaosTheEternal
04-19-2007, 08:38 PM
Go into Options > Key Mapping

Scroll all the way to the bottom. Click the button Accept Choice and map a key or key combo to it (I mapped Ctrl+Enter).

Press Recall, then press what you mapped to "Accept Choice". You should begin recalling.

Freeman
04-19-2007, 08:43 PM
Did you ever actually try changing your screen resolution? Even for long enough to see if the window would pop up? You never indicated if you had in your post. It would help to determine if the resolution was causing the problem or not.

Lornesta
04-19-2007, 08:48 PM
Thank you ChaosTheEternal! Your suggestion worked. I also set my accept choice up with Ctrl-Enter and now I can recall again.

Freeman, I have changed resolutions and at every other resolution everything works just fine. It just doens't look as good on my monitor. Not only that, but once you change to the lower resolution, you can not switch back to the higher resolution unless you manually change the userpreferences.ini file. The same problem occurs. When I set it back to 2560x1600, it says click yes or no to accept your choice, but it doesn't let me click on either one. Strangely enough, the buttons are fully visible when trying to swich resolutions. Its only with recalling, finishing, logging off, or quitting that it appears off the screen.

In either case. ChaosTheEternal's suggestion works! Thanks again Chaos!

ChaosTheEternal
04-19-2007, 08:52 PM
Good programs leave ways to do everything with just a keyboard. Even nowadays.

I commend the Turbine developers and UI designers for that much.

Lornesta
04-19-2007, 09:52 PM
I agree with you. Now if only that information would make its way over to the support folks....

Spookydodger
04-20-2007, 04:12 AM
By and large the GMs and support people they use are clueless and useless. A dangerous combination.

I honestly believe that the Devs are trying their hardest to make a good product, but whomever has their leashes is strangling them.

Support is THE biggest complaint I have with this game. Nothing gets my goat more than representatives that either don't seem to understand basic statements, or give me canned-form responses and "we can't do anything about that" on problems I have seen fixed by other GMs before.

So frustrating.

I think the only time I have recently actually been helped by a GM was when the Shadow Crypt wasn't spawning chests for the gears in the right place. Other than that, it was like pulling finger nails with plyers.

Do any other games have better support, or is this par for the course?

Spectralist
04-20-2007, 06:56 AM
Do any other games have better support, or is this par for the course?

Seems to be pretty much par for the course, from what i've seen. Although almost everyone making a complaint about customer service in a specific game seem to say that every other game ever has better service! :rolleyes:

Ziggy
04-20-2007, 07:00 AM
Thank you ChaosTheEternal! Your suggestion worked. I also set my accept choice up with Ctrl-Enter and now I can recall again.

Freeman, I have changed resolutions and at every other resolution everything works just fine. It just doens't look as good on my monitor. Not only that, but once you change to the lower resolution, you can not switch back to the higher resolution unless you manually change the userpreferences.ini file. The same problem occurs. When I set it back to 2560x1600, it says click yes or no to accept your choice, but it doesn't let me click on either one. Strangely enough, the buttons are fully visible when trying to swich resolutions. Its only with recalling, finishing, logging off, or quitting that it appears off the screen.

In either case. ChaosTheEternal's suggestion works! Thanks again Chaos!
im glad you got something to work, however dont you think the fact that you had to change the settings in your userpreferences.ini should clue you in that its not really turbines fault they couldnt help you, they no longer(if they did) support the resolution you are using.

tihocan
04-20-2007, 09:53 AM
Make sure you bug report it too, as it shouldn't be too hard to fix, even if they don't want to officially support that resolution.

Sokar
04-20-2007, 10:13 AM
Yeah this is an error with Mod 4.0. What is happening is: if you are running a widescreen resolution any confirmation popup windows open to the very far right side of the screen. So far as to be almost completely off the right side of the screen preventing you from dragging it back into view. On my screen I can see a very small sliver of the small window. There are other threads about this issue. I have also submitted bug reports about this issue. I really hope they fix this soon.

Sincerely,

Sokar

Freeman
04-20-2007, 10:40 AM
It isn't a widescreen issue completely, since I run on widescreen with no problems. It is apparently the size of the screen, not the aspect ratio, that is causing the problem.

sigtrent
04-20-2007, 11:19 AM
Freeman, honestly you are expecting way to much.

It is a code bug of some kind. You sent a bug, someone has to read through it, log it into the tracking system, prioratize it, verify it, then send it to the developers for fixing, where again it gets prioratized, assigned, fixed, then back to testing to test the fix. It doesn't take days, it takes weeks.

A tech support person can't help you fix it. They can't just crank you out a new executable, they arn't even programers, they are CS workers who have a database of problems and possible solutions/responses. If it isn't in their database they can't help. They offered the one solution they probably know about, change your resolution. You didn't like it... not something they can do anything about.

What exactly were you expecting to have happen?

Tulmeel
04-20-2007, 11:29 AM
I have a similar set up to the OP. I've had no problems at any time. If anything mod 4 seems to perform slightly better than the other editions.

I wonder if there is something in the graphics board? I'm using Nvidia.

Ziggy
04-20-2007, 11:30 AM
I have a similar set up to the OP. I've had no problems at any time. If anything mod 4 seems to perform slightly better than the other editions.

I wonder if there is something in the graphics board? I'm using Nvidia.
what resolution are you playing at?

Freeman
04-20-2007, 11:40 AM
Freeman, honestly you are expecting way to much.
...


Um, I think you are addressing the wrong person. Did you mean to reply to the OP?

Tulmeel
04-20-2007, 11:42 AM
what resolution are you playing at?

I'm playing at the max supported for my lcd screen.

Ziggy
04-20-2007, 11:43 AM
I'm playing at the max supported for my lcd screen.
you used the drop down menu to select it right?

cappuccino
04-20-2007, 11:50 AM
Freeman, honestly you are expecting way to much.

It is a code bug of some kind. You sent a bug, someone has to read through it, log it into the tracking system, prioratize it, verify it, then send it to the developers for fixing, where again it gets prioratized, assigned, fixed, then back to testing to test the fix. It doesn't take days, it takes weeks.

A tech support person can't help you fix it. They can't just crank you out a new executable, they arn't even programers, they are CS workers who have a database of problems and possible solutions/responses. If it isn't in their database they can't help. They offered the one solution they probably know about, change your resolution. You didn't like it... not something they can do anything about.

What exactly were you expecting to have happen?


/nod to sigtrent

Remember the CS staff are a "help desk"

Try calling a help desk/customer service at any software company or even your local cable/cell phone/utilites and see if you can get serious technical service or answers from the front line operators. Depending on time of day, Senior techs may not be working (i.e. after midnight/early AM) or more likely not as many Senior Techs working and are busy with other situations (remember this is a first come first serve system). Unfortunatly in my experance working as front line "help desk" I did not get the visibility to see how many calls are into the Senior tech once it has hit capacity. the only message that comes back to them is "unavailable". WIth that as the only answer I have as a CS or front line person, what kind of answer can I give?

Now looking back at what the OP went through, yes there is a breakdown in Customer Service. Perhaps what is needed is a method to report CS breakdowns that is logged with Turbine and then reported back to as resolution of complaint. Hmmm this screams of "Total Quality Service" business models for Service providors. perhaps food for thought.

Tulmeel
04-20-2007, 11:51 AM
you used the drop down menu to select it right?

I guess so. I installed the trial in November. The res in game is the same as the res I have in photo shop.

Freeman
04-20-2007, 11:58 AM
/nod to Freeman

Remember the CS staff are a "help desk"

Try calling a help desk/customer service at any software company or even your local cable/cell phone/utilites and see if you can get serious technical service or answers from the front line operators. Depending on time of day, Senior techs may not be working (i.e. after midnight/early AM) or more likely not as many Senior Techs working and are busy with other situations (remember this is a first come first serve system). Unfortunatly in my experance working as front line "help desk" I did not get the visibility to see how many calls are into the Senior tech once it has hit capacity. the only message that comes back to them is "unavailable". WIth that as the only answer I have as a CS or front line person, what kind of answer can I give?

Now looking back at what the OP went through, yes there is a breakdown in Customer Service. Perhaps what is needed is a method to report CS breakdowns that is logged with Turbine and then reported back to as resolution of complaint. Hmmm this screams of "Total Quality Service" business models for Service providors. perhaps food for thought.

Could someone please tell me how I got involved in this conversation? I seemed to have missed something, since these responses don't seem to have anything to do with anything I said. I asked if he had actually tried changing the resolution, and I posted that widescreen wasn't the issue since that's what I was using with no problems. Where are these responses coming from?

Zorlinta
04-20-2007, 11:58 AM
Lornesta: I'm a computer security engineer by trade. I can assure you this is not a firewall problem.


So im can see you are skilled, well honestly lornesta im think you had so high hopes over a customer support :p so you already should had foreseen that people in charge of customer support are often not that hight skilled for solve deep troubles and many of them just follow a standard procedure guide, and too the few ones that can really do something need to follow lots of procedures to solve things, remember that many customer support are like the human interface for a help desk :p, gms doesnt have so much power to help, just ready for the most common troubles, and as you can see for the gm response it followed like a pre-built script and your trouble goes into some custom setting configuration :p, so i would go first with other users and devs in the forums on this kind of trouble :p, dont blame support after all they are very good under the domain of their capability.

Nott
04-20-2007, 12:07 PM
im glad you got something to work, however dont you think the fact that you had to change the settings in your userpreferences.ini should clue you in that its not really turbines fault they couldnt help you, they no longer(if they did) support the resolution you are using.Turbine supports this resolution just as well today as they did a year ago (which is to say that it is supported; I've been using it that long). I don't know how the OP got into that state (I could speculate, but then I'd likely be accusing the OP of something falsely, such as using something which is unsupported), and it's unfortunate that an easier solution could not be had, but I don't see how screen resolution could have been the direct cause.

Ziggy
04-20-2007, 12:09 PM
Turbine supports this resolution just as well today as they did a year ago (which is to say that it is supported; I've been using it that long). I don't know how the OP got into that state (I could speculate, but then I'd likely be accusing the OP of something falsely, such as using something which is unsupported), and it's unfortunate that an easier solution could not be had, but I don't see how screen resolution could have been the direct cause.
i dont know, if your using the same resolution as he is, by the same method(changing his userpreferences.ini) then its something on his computer, and still not turbines fault.

Im just saying, if your gonna go muck around in your ini files it really isnt turbines fault if something stops working.

Sokar
04-20-2007, 12:22 PM
Just so eveyone knows: There actually is a NEW problem with mod 4.0 for persons using large resolutions on multiple monitors where the popup confirmation windows open so far off the the right side of the screen that you can't click on it. This has already been reported by the forum moderators to the devs in a different thread. I don't agree with everything in the OPs thread but OP is right to be frustrated. Can't believe the run around he got.

Sincerely,

Sokar

Nott
04-20-2007, 12:27 PM
i dont know, if your using the same resolution as he is, by the same method(changing his userpreferences.ini) then its something on his computer, and still not turbines fault.

Im just saying, if your gonna go muck around in your ini files it really isnt turbines fault if something stops working.
I didn't catch that bit about the .ini initially... its surprising to me since I never manually edited any settings for DDO. I don't hop in and out of resolutions; I set it when I installed on that machine and have been happy since.

ahpook
04-20-2007, 12:32 PM
Regardless of any odd machine, resolution or INI problems, Customer support should have been able to give the same advice as ChaosTheEternal provided. Nobody expects them to recode a solution and ship a new EXE but this simple workaround should have been within their capability (it was even in the release notes). Heck, even I would have suggested it if I had got here in time.

Ziggy
04-20-2007, 12:37 PM
Regardless of any odd machine, resolution or INI problems, Customer support should have been able to give the same advice as ChaosTheEternal provided. Nobody expects them to recode a solution and ship a new EXE but this simple workaround should have been within their capability (it was even in the release notes). Heck, even I would have suggested it if I had got here in time.
This

Fixed a minor bug that did not properly re-position panels when the screen resolution was reduced and the panels were cropped. All panels will now re-position themselves correctly.
does not sound like the error the OP was having.

Donnie
04-20-2007, 12:50 PM
Could someone please tell me how I got involved in this conversation? I seemed to have missed something, since these responses don't seem to have anything to do with anything I said. I asked if he had actually tried changing the resolution, and I posted that widescreen wasn't the issue since that's what I was using with no problems. Where are these responses coming from?

Damn Freeman, you totally suck. You start this post about poor customer service and then get ****ed when people respond to you. W T F.











:p LOL just messing with you man.

Ziggy
04-20-2007, 12:59 PM
Regardless of any odd machine, resolution or INI problems, Customer support should have been able to give the same advice as ChaosTheEternal provided. Nobody expects them to recode a solution and ship a new EXE but this simple workaround should have been within their capability (it was even in the release notes). Heck, even I would have suggested it if I had got here in time.


This

does not sound like the error the OP was having.
my mistake apparently 30 minutes ago this was posted.
http://forums.ddo.com/showthread.php?&postid=1092578#post1092578

If you are playing the game at a very very high resolution (2048x2048 or more) you may discover that you are unable to click "OK" and other buttons in confirmation windows. This usually only affects players who use 2 or more monitors to play the game.

We will be fixing this as soon as possible, but in the meantime, if you experience this issue, simply reduce your screen resolution in game temporarily.

however is the OP playing on 2 monitors? no clue.

Freeman
04-20-2007, 01:00 PM
:p LOL just messing with you man.

I was getting very confused there for awhile, wondering if I had said something I hadn't intended to.

I'm glad this issue made it into the known issues in less than 18 hours. Yet bard and rogue issues that have been bug reported and had numerous threads about for a week now still haven't even been acknowledged by the developers.

Edit: Of course, they didn't include how to bind a key to avoid having to change screen resolutions in their workaround.

Pellegro
04-20-2007, 01:22 PM
just remember, every dollar spent on in game tech support is one less dollar they can spend on development. they're going to necessarily ahve to strike a balance.

that said, i think at a bare minimum they need to have a modicum of politeness.

sigtrent
04-20-2007, 02:44 PM
Um, I think you are addressing the wrong person. Did you mean to reply to the OP?

Yep, sory about that... looked like your name on the OP in my reply screen for some reason.

cappuccino
04-20-2007, 04:47 PM
Could someone please tell me how I got involved in this conversation? I seemed to have missed something, since these responses don't seem to have anything to do with anything I said. I asked if he had actually tried changing the resolution, and I posted that widescreen wasn't the issue since that's what I was using with no problems. Where are these responses coming from?

Freeman

My humbilist appologies, this is what I get when I read and post to forums on a busy flyday at work!

I will at your request, bring pempernel to the PvP area of your choice, for appropriate punishment.

:eek:

Freeman
04-20-2007, 05:01 PM
Freeman

My humbilist appologies, this is what I get when I read and post to forums on a busy flyday at work!

I will at your request, bring pempernel to the PvP area of your choice, for appropriate punishment.

:eek:

Just to warn you, my bard loves "punishing" people in PvP. Of course, I don't use normal equipment. In fact, let me get my PvP gear ready...

WeedEater: Check.
Live Chicken: Check.
Peach Preserves: Check.

Allright, let's do this :D

Lornesta
04-20-2007, 06:56 PM
Thanks to everyone's responses.

To Ziggy...

I only have to change the userpreferences.ini file after changing to a lower resolution and then trying to change back to the higher resolution of 2560x1600. The resolution is clearly supported as it is an option in the drop down list. The only reason I need to go in and alter the .ini file manually is because when I try to switch back, a screen pops up that says, would you like to accept the new changes yes or no and there is a 10 or 15 second counter. Well I click on Yes over and over again and nothing happens. The timer expires and reverts back to the lower resolution. So... in order to get the game to put me back in 2560x1600 and hold it I have to change it manually in the .ini file.

Not sure who else mentioned it, but I am using NVIDIA cards (two 8800GTS in SLI) on a LanParty board. Should be fully supported I believe. Also the problem never existed until the last release.

I realize that you can't expect to much from the in game and even the first tier support for any software or hardware company, but I do expect at least some response other then change your resolution and reboot. Or its a firewall issue...reboot. I posted my experience here more for the reason that maybe somebody at Turbine will read it and at least think about the kind of service that the end users are getting. Also, I was of course hoping one of you may have experienced the same issue and could offer a solution.

Thanks again Chaos for the work around. I'm back to happily playing the game again. :-D

Lornesta
04-20-2007, 07:08 PM
Sorry just read through some of the other posts....

I am only playing on one screen. 30" LCD.

Also I just noticed that Turbine added this issue to the their list of known issues though it would be nice if they threw in the info for the work around Chaos suggested by mapping a key for the Accept Choice mapping. Then users don't have to lower their resolutions.

Aladon
09-12-2007, 06:15 PM
I only have to change the userpreferences.ini file after changing to a lower resolution and then trying to change back to the higher resolution of 2560x1600. The resolution is clearly supported as it is an option in the drop down list. The only reason I need to go in and alter the .ini file manually is because when I try to switch back, a screen pops up that says, would you like to accept the new changes yes or no and there is a 10 or 15 second counter. Well I click on Yes over and over again and nothing happens. The timer expires and reverts back to the lower resolution. So... in order to get the game to put me back in 2560x1600 and hold it I have to change it manually in the .ini file.

Not sure who else mentioned it, but I am using NVIDIA cards (two 8800GTS in SLI) on a LanParty board. Should be fully supported I believe. Also the problem never existed until the last release.

I realize that you can't expect to much from the in game and even the first tier support for any software or hardware company, but I do expect at least some response other then change your resolution and reboot. Or its a firewall issue...reboot. I posted my experience here more for the reason that maybe somebody at Turbine will read it and at least think about the kind of service that the end users are getting. Also, I was of course hoping one of you may have experienced the same issue and could offer a solution.


FWIW I just bought a new computer w/ 30" monitor (and no others) and 2560x1600 capability. I haven't gotten to the part about not being able to recall, I can't click 'ok' to accept the resolution to begin with. While it would seem the situation is settled here, I just wanted to add my experience and say all that you say is true.

Aladon

PS WOW DDO looks GREAT at that resolution (for the 14 seconds before the screen resets <g>).

Krell
09-13-2007, 02:59 AM
Freeman, honestly you are expecting way to much.

It is a code bug of some kind. You sent a bug, someone has to read through it, log it into the tracking system, prioratize it, verify it, then send it to the developers for fixing, where again it gets prioratized, assigned, fixed, then back to testing to test the fix. It doesn't take days, it takes weeks.

A tech support person can't help you fix it. They can't just crank you out a new executable, they arn't even programers, they are CS workers who have a database of problems and possible solutions/responses. If it isn't in their database they can't help. They offered the one solution they probably know about, change your resolution. You didn't like it... not something they can do anything about.

What exactly were you expecting to have happen?


Agreed.

VirieSquichie
09-21-2007, 03:27 PM
/nod to sigtrent

Remember the CS staff are a "help desk"

Try calling a help desk/customer service at any software company or even your local cable/cell phone/utilites and see if you can get serious technical service or answers from the front line operators. Depending on time of day, Senior techs may not be working (i.e. after midnight/early AM) or more likely not as many Senior Techs working and are busy with other situations (remember this is a first come first serve system). Unfortunatly in my experance working as front line "help desk" I did not get the visibility to see how many calls are into the Senior tech once it has hit capacity. the only message that comes back to them is "unavailable". WIth that as the only answer I have as a CS or front line person, what kind of answer can I give?

Now looking back at what the OP went through, yes there is a breakdown in Customer Service. Perhaps what is needed is a method to report CS breakdowns that is logged with Turbine and then reported back to as resolution of complaint. Hmmm this screams of "Total Quality Service" business models for Service providors. perhaps food for thought.

Overall, customer-facing CS/Help Desk in most companies seems to be consistently falling to new lows on a regular basis. Once someone has enough experience to actually answer some questions and resolve some issues, they get bumped up to the next level of support and that first tier maintains its near-zero knowledge level.

I've seen the same generally pathetic CS scenario as the OP's repeat itself on many of the calls I've had to make to various companies. Usually I'll get someone who doesn't appear to even have been shown the product they're supposedly providing support for. Often, but not always, the person has a foreign (to me, in the USA) accent that makes understanding them well-nigh impossible, and obvious difficulty understanding my English. If they are actually based in the US, and can understand my words, they haven't been trained in the product or have no power/capability to actually implement any changes...all they can do is type in a ticket that someone else will later look at and try to resolve. In 24-48 hours, usually, which in business terms is nearly a lifetime. Most businesses don't seem to understand how much a lousy Tier 1 support staff can adversely affect their company's image.

I've had to explain SQL errors to website hosting companies, phone loop problems to the phone company, computer hardware errors to computer hardware companies...and in some instances of that last one, *I* was *their* field tech, being treated as if I were as clueless as they think all their customers are! (*note, for the record, after having met their customers I agree that they usually really _were_ that clueless...)

So, to the OP, I feel for ya man. Oh, and I wish I had a screen large enough to give me the issue you describe. :D

blakbyrd
09-21-2007, 03:43 PM
It isn't a widescreen issue completely, since I run on widescreen with no problems. It is apparently the size of the screen, not the aspect ratio, that is causing the problem.

Same for me. I run in widescreen and the windows all pop up where they used to under normal screen resolutions for me.

The issue appears to be due to the higher resolution setting the OP is using which isnt officially supported. Turbine could easily fix it, but since it is being run on a resolution not officially supported, they are under no requirements to do so. If the problem occurs on supported resolutions then they would be expected to fix it.

Still, hopefully they will correct it...it's not a big deal as far as that goes (although getting around to it could be).