Support is not Support, it's just PR

Below is what I got after putting in a support request about the screwed up mining. I'm very glad I don't work in support. It seems that they are in the middle, the ones that really need to answer bugs is out of the mix. All support does is forward the reported bug and then sit on their thumbs, nothing else they can do it seems. Very Very Lame

Seoul


Hi,

We believe it is necessary to explain how we work:

Members of the Support Department do not solve software bugs and errors. Our main task is to offer technical assistance and to pinpoint the cause of bugs and errors reported (whether the cause is user or software related). Once we have tested and verified the issue as software related, all vital information is forwarded to the relevant team in our organization. Unless we need more information from the user to locate the cause, we close the case since we can not offer an ETA for a solution. The issues are investigated by the responsible team and fixed according to their priority.

In this process, the support dept. can highlight a problem (if reported by many users) and thereby increase the priority to achieve a faster solution. Therefore it is important to report all bugs and errors. We keep statistics on all reported issues. If the issue is only reported by one user, it will not be highlighted as a universal problem and consequently given a lower priority.

Thank you for your patience and participation in the Entropia Universe.

Kind regards,

Gabriel| Planet Calypso Support

cut/paste. I got a message almost exactly like that one from support a time or two before.

We keep statistics on all reported issues. If the issue is only reported by one user, it will not be highlighted as a universal problem and consequently given a lower priority.

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That part is very, very, very, interesting... No wonder there's so many darn exploits going on... no wonder estate bugs keep getting swept under the rug for months. No wonder bugs related to rare equipment goes unnoticed for long amounts of time. No wonder tamers, who probably gave up many months ago still don't have the taming system back...

Gabriel, you just gave a few hundred more people yet another reason to create an alt avatar... gratz.

A real cash economy should NOT always be a democratic popularity contest. There are real bugs, real exploits, and real issues if support tickets are being made, even if only one avatar reports the issue(s).

mastermesh said:

cut/paste.

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Before i scrolled down i was like copy paste

kinda funny

a day ago in PA a MA official landed in his space vtol i said "hey MA person can you please explain the new mining"

he said

"sorry, you need to talk to support."


and the circle of life keeps on going....

All helpdesk jobs are like this. It's pretty much the closest one can get to getting paid for twiddling their thumbs.

Seoul said:

We keep statistics on all reported issues. If the issue is only reported by one user, it will not be highlighted as a universal problem and consequently given a lower priority.

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So lets say hypoteticaly, there was an bug related to mining amps not decaying or any Amp. Only one user reported this, it would have the absolute minimum priority. Vs. 10 players reporting texturing problems on their clothes.

Yes, this makes sense.

What Gets Me Is Thjs...

I'm a miner...started in the MOB..(Miner's Mafia)...Good outfit except for the Leader, just my personal opinion...but that is either here or now..

You KNOW that all miners have been screaming their heads off...and I get that lame reply...I'd bet my butt that each and every miner has put in a support report... MA has to know that they did a major screwup and still no word from them on when it will be fixed...

Yes, I'm major pissed off this is just lame...they should have taken the game down..fix the problem...but, no, LOLO, my puller has been repaired twice in the past week...a 90 ped deal...It should last about 2 months..the decay on my finders is unreal, with a 320 from 200 peds tt left to 80 peds left in a week...this is major screwed..and of course MA will not give back anything they have taken...seems a lot like Japan and Korea..(check your history if you have no clue)

Seoul...Major PO'ed...

So I guess my grey "Black" HIGH Ninja X Jacket is on the low priority list then.....

Few Scars said:

So I guess my grey "Black" HIGH Ninja X Jacket is on the low priority list then.....

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That's not a bug. It's just "fuzzy" black.

Yes and since you're the only one who ever complained about that, it's probably not the first thing they would change.

Just set your gamma correction to pitch black and your problem is solved!





In a way I can understand the reason why support gives such answers. They have created a buggy game. We all know that. And now they have to uncreate the bugs. And we all know that that takes quite some time.

Next time when you send in a support case, just mention that you gained several hundred peds in the process and that you have noticed a lot of people exploiting it. Let's see how quick it has been fixed

i just woke up

wizz said:

That's not a bug. It's just "fuzzy" black.

Yes and since you're the only one who ever complained about that, it's probably not the first thing they would change.

Just set your gamma correction to pitch black and your problem is solved!





In a way I can understand the reason why support gives such answers. They have created a buggy game. We all know that. And now they have to uncreate the bugs. And we all know that that takes quite some time.

Next time when you send in a support case, just mention that you gained several hundred peds in the process and that you have noticed a lot of people exploiting it. Let's see how quick it has been fixed

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i just woke up to check forums but what you said right here sir^^^ yeah ill bet MA fixes ANY BUG lightning fast if THEY lose ped, and since this whole new mining deal make US the players lose ped...well sheeeeeeettttttttttttttttt son they aint jumping to fix squat

Hmmm... that response from support is just outlining what a support team (ANY support team) does. A support team is generally not software developers, code writers, and networking specialists.

Any support team simply identifies issues, tests and tries to re-create issues if possible, offers basic troubleshooting if any can be applied, and routes more complex issues to whatever appropriate team handles that particular type of issue. They are the middle man between the experts and the customer, with general knowledge about all kinds of possible problems and basic troubleshooting skills. Such a support team is absolutely relevant and needed for something as complicated as EU. Think about it for a moment, if you are having a problem with looting mobs, do you want to speak directly to a graphics specialist who is going to have no clue whatsoever about what to do about it?

The majority of the time, the actual support person you speak with is not going to be the person who actually fixes your issue, if it is a technical one. That person will just be forwarding your concern on to the expert(s) in the department that deals with the type of issue you are experiencing. The only time you can really actually get upset with the support staff themselves is when they truly are incompetent and can't properly forward your concern to the correct department - they are simply doing exactly what every other support team does and is supposed to do. I currently have a support ticket that has been open for over a month, and I know that it is a very low priority issue - the proper team will get to it when they get to it and it won't make a bit of difference to me or them if I start screaming my head off at the support department, because I know that they aren't the ones responsible for actually handling the problem. They've forwarded the issue and a few months from now I might hear something back from the support team about it when someone gets around to updating the support team regarding the issue.

On an off note - I don't think the mining issue is a bug, I think it is a new 'feature.'

golddude said:

Before i scrolled down i was like copy paste

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LMAO same here.

Silver Ice said:

On an off note - I don't think the mining issue is a bug, I think it is a new 'feature.'

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I hope not! Mining lysterium is a nightmare.

mastermesh said:

A real cash economy should NOT always be a democratic popularity contest. There are real bugs, real exploits, and real issues if support tickets are being made, even if only one avatar reports the issue(s).

Click to expand...

So true, well put.