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Lee4416
02-24-2008, 06:03 AM
the party in which I was traveling this evening had an issue with "running with the devils", a teleporting devil disappeared from the quest entirely... one of the red named bosses that determine quest completion

we requested ingame assistance...

we did not wait too long for a "gamemaster"...

I explained our issue...

(Tell): ******* tells you, 'Borrissnr, to further assist you, I will now forward your help request to the next level of support. Please be aware that all tickets are handled on a first come, first serve basis. The next available Senior Game Master will be with you as soon as possible.

I have 2 main complaints -

1: Why couldn't the GM spawn the mob or reactivate his teleport or whatever - why have a GM respond here at all... a recorded message would have been just as good...

2: I understand that I play off-peak time to US players, if there is no senior GM to be escalated to then tell me... I do not expect that you will have 24 hour on call support but I DO expect that if that support is not available then I should be told...


thank you for your time

Bluediemond
02-24-2008, 06:07 AM
Just like you have to see the doctor before you can see the specialist? They fill different roles, and the first line of GMs can generally handle calls.

Ghoste
02-24-2008, 06:09 AM
The GM office has recently been overpowered by a horde of rabid monkeys. Please bear with us while we work through these minor technical difficulties.

PS. were you just in the party with me? I'm currently waiting for a senior GM in exactly the situation you just described. We didn't have any aussies in the party though.

Ghoste
02-24-2008, 06:11 AM
Just like you have to see the doctor before you can see the specialist? They fill different roles, and the first line of GMs can generally handle calls.
And I have had first line GMs handle identical situations without going for a senior GM. Just a case of respawn the end fight. Nothing that would make the quest easier for us by accident. See my previous post for why I believe this one couldn't.

Lee4416
02-24-2008, 04:01 PM
agreed ghoste...


been playing awhile now and have had a few experiences with GM's (mostly good), they have been able to help at the first level of customer assistance... anyone remember XC and the disappearing scorpion... if all the 1st level/tier GM is going to do is advance your request then why have them... automated message service would do the same job.

truth be told we didn't wait that long once the GM stated he was going to forward our call, i got the distinct impression that the second tier GM would be (at 6am on a weekend morning in the US) still asleep at home.

ShrewMage
03-01-2008, 09:34 PM
The biggest problem with this issue is that you were addressed by a GM that could not fix a simple issue. For one, why is the GM in the position if they are not able to address simple problems. This is probably the biggest problem with the in-game support here lately. Especially when it is something that those of us who have played a while have seen non Seinor GMs fix without skipping a beat.

The only explination I can think of is that the once non seinor GMs (the ones that were fixing problems in a timely manor) have either now been promoted or are no longer with the company. Which is entirely understandable, but when it comes right down to it if a GM is not capable of fixing a problem then they should not be dealing with players ingame.

Just my opinion, but I think a lot of people will agree.