New Producer's Letter

There s a new producer's letter up on the main EQ site. I links to some information that everyone should really be familiar with. Here is the text: As we stated in our last Producer's letter back in March 2001, our priority is to focus strongly on communicating Customer Service policies to our customers and to better inform our player community about Customer Service in general. At that time we posted our updated Naming Policy, and have recently posted our Account Security Statement. We would now like to take the next step and post our Reimbursement Policy to clarify any misconceptions players may have regarding it. We have also created a Reimbursement FAQ to answer any questions you may have. Please take the time to familiarize yourself with our existing Game Policies. And, in the near future we will be posting additional polices and FAQ's to better keep you informed. Our continued goal is to make it perfectly clear not only what we expect from you as player-citizens of Norrath, but also what you can count on from us here at SOE/Verant. If you feel a GM is not adhering to any of our Customer Service policies, please feel free to email me directly at gscotto@station.sony.com, or Michelle Butler, EQ Customer Service Manager, at mbutler@station.sony.com. George M. Scotto Director, Customer Service Sony Online Entertainment Inc

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Nice, long list...
# Jun 15 2001 at 9:25 AM Rating: Default
of situations where they will NOT reimburse. When WILL they?? I've had two reimbursals - the first was my newbie weapon for an Iksar Warrior, when the NPC failed to give me the upgraded weapon when I turned the correct items in for a quest. The second was a 'spell' that I traded to an NPC that was supposed to give me one in return - but he basically ignored my gift. What else??
Dadathius, Povar
RE: Nice, long list...
# Jun 17 2001 at 11:27 AM Rating: Default
Sadly, Verant customer service rules regulations and explanations seem to be all about why they won't or can't do anything to help you; rather than the sort of thing that they will help you with.

Now granted, I suspect guides and GMs spend about 90% of their time trying to fend off illegitimate requests; but at sometime I'd like to see their customer service come our and say "You're our valued cutomer, and we are here to try and help you enjoy the product we've made."

I still think it's absurd that they claim to want to ban your account if someone else breaks into it, though as Lum pointed out, the thing they're trying to cover in that line of CS mumbo jumbo is people who've sold their accounts trying to get it back.

This industry needs more competition.
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