National Customer Service Week

[J-TK]

I'm not +Moose but if you PM me, I'll try to make this happen. You don't even have to give me Turbine Points. I just want to take +Moose's stuff.

/Goes to find cookies and cake from a local place that delivers to Turbine HQ!

[Nymphonic]

Moose- One time after helping a player in Fangorn they said “Hey, do you want to do that admin thing to smack me off this waterfall?” To which I replied “Yes.” So I cranked it up to ten and sent this poor elf into the stratosphere.

I LOL'ed, that was rich!

[CaerArianrhod]

In order to help celebrate National Customer Service week with you, our fans with whom without which we wouldn’t have anyone to power us, we’ve decided to share with you some interesting facts about the people who work here, some of our favorite moments throughout the years, a Q&A with our Players Council, along with an inside look at our Customer Service area. We hope you enjoy!

First of all: thank you to share all the informations/answers with us.
I would like to put a wish here: if you are using the german client and submit a ticket, many times we have the feeling, we got just a copy & past answer without reading the ticket and the problem we submitted. E.g. we had a problem with the door to endboss in sunken lab. (the dor was just closed) we submit a ticket. we got an answer like " we can not assist you with a solution for a quest".
such kind of answer is "a bit" annoying. I would wish that the GM's really read the tickets.

Regards
CA

[Mar-Evayave]

First of all: thank you to share all the informations/answers with us.
I would like to put a wish here: if you are using the german client and submit a ticket, many times we have the feeling, we got just a copy & past answer without reading the ticket and the problem we submitted. E.g. we had a problem with the door to endboss in sunken lab. (the dor was just closed) we submit a ticket. we got an answer like " we can not assist you with a solution for a quest".
such kind of answer is "a bit" annoying. I would wish that the GM's really read the tickets.

Regards
CA

Oh that happens in all the clients. xD I do love the CS teams, I've always had very satisfactory service, whether by phone, email or in-game (I even had one set up an in-game ticket over the phone because my old laptop had XP and thus endless SSL Protocol errors). But I have seen (second-hand) those kinds of c/p replies. Does make one scratch the head a bit.

[PlusDust]

/Goes to find cookies and cake from a local place that delivers to Turbine HQ!

That's +Dust C/O Turbine. Again, P-L-U-S-D-U-S-T.

[Grinn]

I'd also like to tip my hat to the CS team.
I recall back when the Rift was new we had several episodes of assistance from a GM for things like the door past the Balrog not opening, Elf-Chick deciding she was not going to get her boots wet (getting stuck before the water) and having the GM at that time reset the encounter (which we managed to overcome while the GM watched cloaked in shadow). All a huge plus to the experience (except for the players who were worried about staying up past "Lights Out!") while we tried to resolve the problems. The banter and openness while this was happening from the +GM was great!

@+Bulwark - Ghost Bear wasn't only hunting in the Shire, he was camping the area outside Thrasi's Lodge. I recall during the founder's pre-release preview, I was running up the road from Duillond when Ghost Bear Growled, at that same moment the flock of birds taking off into the sky animation triggered. I will never forget that moment as I was sitting there going... whoa! This is immersive!

Anyways, well-done and thank you all! (Quaff's a toast - which involves more spilling than actual consumption from large vessels).

One of your batteries.

[Valamar]

Wonderful read. Fascinating insight.

Now for the $64,000 question -- how many of the CS team(s) play using the Mac Client?

And yes, I'm an Old Timer from DDO and Gladden.

[Ettenmoors_Emperor]

That's +Dust C/O Turbine. Again, P-L-U-S-D-U-S-T.

+Dust for president.

All hail!

[TheColdblue]

Hey guys,

Coldblue back here again to put a bow on what was a wonderful week. We really appreciate all the love and feedback you guys gave us! It was a lot of fun pulling this together and I hoped everyone learned something about us that they didn't know before, even it's just that +Moose might have launched an elf half way around Middle-earth. Seriously... someone should go find that guy.

As requested, I have some new photos to share with you.

These are our CS Meeting rooms.


These are some fliers I put up around the office for CS week.


This is the courtyard past +Bulwark's office. New England can be beautiful (Not pictured: the seven feet of snow we're sure to get in January).


Awesome gift we were sent care of 'The Followers of Legolas on Crickhollow'. They say money doesn't buy love, but those people never got chocolate covered strawberries!


And lastly, some of the best looking, most caring, and funnest group that I've ever had the pleasure of working with.


From all of us to all of you, thanks again for being awesome. We look forward to helping you as best we can!

[Grapold]

I don't know if you where listening when I posted this, but thank you.
It does mean a lot to me.

[Milarien]

I love Dyonysus's background graphic.

I wish I needed help more often, I feel like I'm missing out not needing to call CS or contact a GM very often.

[Sizz_the_sock]

+Dust for president.

He isn't even in this thread. Go away.

P+L+U+S+D+U+S+T for the Win, yo

[Dupre90]

Thank you so much for pics Coldblue!! Wonderful place you have there!

Hall of Justice ( :

[Grapold]

I don't know if you where listening when I posted this, but thank you.
It does mean a lot to me.

Obviously not.
Try to log in this morning and it seems that the servers are down for a hotfix.
OK, it's a hotfix, so less warning is needed, however, I can't find any official notice on the forums of the downtime. Following the often suggested "try facebook or twitter", nothing official on there either.

So we've now gone from 12hrs notice to no notice at all.

When was it posted on the launcher?

[cdq1958]

Obviously not.
Try to log in this morning and it seems that the servers are down for a hotfix.
OK, it's a hotfix, so less warning is needed, however, I can't find any official notice on the forums of the downtime. Following the often suggested "try facebook or twitter", nothing official on there either.

So we've now gone from 12hrs notice to no notice at all.

When was it posted on the launcher?

This morning, I think. I saw a quick patch and the notice is at the top of the feed list.

[J-TK]

Plus Dust will you be my Supergirl?

[Grka]

https://www.youtube.com/watch?v=8rlnmYdDA6o

[Dragonkind]

post removed