If you look at the matter seriously you'll find 100k+
players on a day with only 10 average support staff
per server (includes guides, senior guides and GMs)
they do become overwhelmed at times. Behind the
scenes they do a great job supporting the EQ community
as a whole. The turn over rate for guides, the
mainstay of Verant�s CS staff is rather high. This
makes it difficult to have a smooth flowing CS
operation staff on a regular basis. The rate is high
due to a few reasons:
1. It�s difficult for most to play and be a guide.
2. Some can't handle the workload average 100-200
petitions a shift (depending on shift hours, time of
day, etc.).
3. Burn out
4. Some just get tired of irate players =)
They are constantly retraining new support staff and
attempt to provide the best possible assistance. To
me it�s amazing at all someone gets a petition
answered. How many other games out there even
attempt to support 200k+ users with direct online
face-to-face access to a support staff on a 24hour
basis. Hehe� Hey if you feel the system has a
problem join the CS staff and try and change the
system for the better. I dare ya�
Just FYI - To process a surname request:
1. Apprentice/Guide answers a petition and takes down
your information�
2. Boots up your petition to a higher level and waits
in the queue till a Senior/GM can make the change.
GMs work on a 5 day on 2 day off schedule. Senior
Guides are not always available. They do have SWAT
GMs however a surname change would not fall under
emergency support.
3. Your request also gets posted to a bulletin board
after the Guides shift to be handled as soon as
possible.
4. Either a Senior Guide fulfilled a request from the
Board or you were lucky enough to have one online the
second time you petitioned.
BTW� Problems like name changes� guides don�t have the
ability to make the change, so its normal to not have
it acted upon immediately.
D.
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