Since these are two separate issues,
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Originally Posted by sukael
If they actually are working on it, is there really anything else they can do?
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Yes. They can offer to compensate you for the time that your game was not playable as normal which has undoubtedly decreased enjoyment; which is what keeps people paying month after month. It's a small thing to offer (since not everyone is experiencing this) and goes a long way to good will.
My assertion that the 'diligently working on it' was a placating nod to the problem was that prior to
Captain Dobie telling them that he already knew that it was an ongoing problem from these forums, he was lied to and told basically that this was the first they'd heard of it. It would appear that whoever he was talking to (1) couldn't bother to read down the list of known problems to find that one; (2) when caught in the lie, uttered forth the known customer service phrase that causes people to say 'ok, well then, thanks. I'll go away now;' and (3) if instance one and two have happened, I seriously doubt that the customer service agent put in the trouble ticket.
In my experience, the more instances of a problem that you can get in and look at, the more likely you are to figure out
why it's happening. But if they're not being reported, the developers can't possibly begin to see what is causing this problem which means that it will take longer for it be found and eradicated.
Quote:
Originally Posted by sukael
Front-line tech support people in any organization are usually about the farthest you can get from actual software devs.
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Yes. This is true. However, they are the first in line to deal with the customers and hear about the problems. They are the ones responsible for reporting problems to the organization, not dismissing people with platitudes because they don't want to do work.
People are leaving the game in droves. (I know this because I haven't seen many of my good friends in months. The game is also much quieter than ever before.) Let's wait to see what happens once everyone has a pirate that has a ship stuck at sea.