What is their policy in cases of harassment? Or in cases where harassment
leads to one player purposely pulling a train of high lvl mobs onto lower
lvl characters and getting them killed on purpose just to harass one of the
lower lvl characters in that area?
Is this high priority or low or what?
luv,
-Su
> 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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