I'll apologize now for the length of this post....but here it is.
So...yeah. I'm involved with the LotR download debacle (http://forums.ddo.com/showthread.php?t=371667) that's currently going on and affecting a few folks. I've uninstalled, removed folders, renamed stuff, done what I've found on the forums and through suggestions and haven't (yet) been able to get things to work. Got an e-mail from tech support today giving me detailed instructions to do what I've already done. OK...fine....we'll do it again.
I called Turbine (number is on the website - http://support.turbine.com/ics/support/contactUs.asp) Account Management and explained what was going on. The individual that I talked to had no idea what was going on, so I went into a little bit of detail and he gave me the usual response of "submit a ticket"....yeah...did that.
I asked for a telephone number or to be connected to Tech Support. I'm sorry....I don't have that information.
How about Quality Control? No, you have to send them an e-mail.
I used great constraint this morning, to not say what was on my mind in regards to what the definition of Customer Service should be.... I'm still using it now. It's hard....trust me.
So what do we really have here? I can call to suspend my account, I can call to pay more on my account, I can call to add to my account...but I can't call to find out what is wrong with my account? Or talk to a person about it that knows what's going on? Not very....supportive....to me, at least.
This individual's suggestion was to post to the forums...there's a wide community of people out there that can help you!
Really? No offense to those computer-type folks out there. I've followed some advice that I've read (sorry...not going to dig around in my PC subfolders...not a comfort spot for me) and was at least able to get DDO to come up and not LotR. But...I'm currently stuck at the Examine Game Data step in start-up. Corrupted something or can't sync....dunno...not gonna look either.
I followed the online FAQ and got to (http://support.turbine.com/link/port...Game-Data-step) point...which did me nothing.
What astounded me was that the customer service rep was expecting the community of players to provide the answer...not the dev's or programmers of the game.....
I can call my telephone company about issues with my account, or technical about what's going on. Same thing with my DSL or Satelite dish. I can call about something going on with my Air conditioning...even what's going on with my computer or insurance, car repair, and so on ad nauseum. Short of the monthly bills, everything I have besides my house is paid for, but if something is wrong, I can call tech support and get an answer....I can make a complaint to a human being and get some sort of resolution even if it's just lip-service.
But let's get to the main idea behind this thread.
1. Give us a Tech Support telephone number that requires a code AFTER you submit a ticket and respond to an e-mail that you have to use to enter to talk to a person in tech support. The technology is there. I think it should be used.
2. Give us a Quality Control telephone number where we can actually talk to someone; same rules as the tech support.
3. Give us a Complaint telephone number which follows the same lines as above.
Folks, we've all had some sort of experience with a game (any online game) that is/was frustrating. I'm frustrated.
Admittedly, yes...it's just a game. I've been playing AD&D since the early to mid 1980's. Long time. I've seen the evolution of the PnP game over the past 20 to 30 years (wow....really showing my age here....).
Now, in this game I can play and see it.
To me, as a gamer geek, that's a big deal. The guys that I role-played with for better than 20 years would talk about how cool it would be to see something like this.....and here it is....and we can't talk to the GM's about the problems....