Poster: Zrien at 7/13/2006 1:30:06 PM PDT
Subject: please dont take this as a flame |
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ok, heres my issue. i understand hardware fails from time to time. and i understand the need to replace hardware and correct software issues. that much i get, but from my standpoint (i work for a major wireless provider no i dont sell phones i work in a NOC) i CANNOT understand how you treat your customers in regards to these issues. when we have an outage we send out HOURLY email notifications to all the affected parties and if the service is interuppted for 24 hours or more compensation is given to the customer. wow players are lucky if we are given an update on the login screen once every few hours. no posts on the forums are made. no "real" explantions are given. how to do you expect people to react?
a message to those playing "server shutdown 15:00mins" doesnt cut. flimsy ETRs dont cut it. and no compensation....well that defintely doesnt cut it, as for the login server being down so i cant even post this when i want to that almost unacceptable.
i will reiterate that i do not mean this to be a flame. i honestly do think that overall blizzard does a great job. your games are always top of the line, generally without major bugs. and your games are always winning awards, but your customer service dept on the other hand needs a serious overhual. if we treated our customers like this....lets just say you'd hear about it in the news. thanks for listening /endrant
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Poster: Tseric at 7/13/2006 1:37:55 PM PDT
Subject: Re: please dont take this as a flame |
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Ok, I will not take it as a flame, but as feedback that can be discussed on various points.
First point:
Q u o t e:
wow players are lucky if we are given an update on the login screen once every few hours. no posts on the forums are made. no "real" explantions are given.
My posting from yesterday until I left work shows:
http://forums.worldofwarcraft.com/thread.aspx?fn=wow-general&t=9033231&tmp=1#post9033231
Please reconcile this contradiction. Our team is trying to provide timely updates with as much information that we can. Your assessment of the situation does not seem to be taking into account all efforts on our part.
I realize that you are upset from the downtime. However, there is little I can do to console you in that respect, save to continue to do what I'm doing.
I got no lips. I got no tongue.
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| | http://forums.worldofwarcraft.com/thread.aspx?fn=wow-general&t=9044938&p=#post9045065 |
Poster: Tseric at 7/13/2006 1:45:38 PM PDT
Subject: Re: please dont take this as a flame |
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Q u o t e:
Tseric, what about having the hardware on site last night, and having to re-order it during today's downtime?
Some of the hardware was not compatible 'out of the box' so to speak. Parts had to be upgraded on-site, which required other hardware components. Some parts did not encounter that particular problem and were replaced 'as is'. This occurred later in the evening (about 9:30 PM PDT).
I got no lips. I got no tongue.
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| | http://forums.worldofwarcraft.com/thread.aspx?fn=wow-general&t=9044938&p=#post9045148 |
Poster: Tseric at 7/13/2006 2:10:20 PM PDT
Subject: Re: please dont take this as a flame |
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Q u o t e:
How many times have you pushed for more clear and concise information from other groups within Blizzard to give to the community?
Many times. In my time at this particular job, we have stressed it and management has agreed to some points. Do you realize there was a time in the past where I have deleted posts due to a single word or an explanation that was 'too accurate'? I have often been frank in my dealings with the community and sometimes that has demonstrated itself with information that was considered sensitive to some.
Our ability to comment on certain matters like realm stability has improved a good deal from several months ago. However, I can't be sure how much of that is plainly visible to you.
Q u o t e:
I imagine you won't reply, but if you do, given your posting history I expect a snippy response or focusing on some issue in my post that isn't relevant to the point:
Please don't set me up to lose before even responding. I have no way to communicate with someone if they close all options by way of clairavoyance.
If we're such terrible communicators, then it would behoove you to understand how you may not live up to the expectations you espouse.
I got no lips. I got no tongue.
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| | http://forums.worldofwarcraft.com/thread.aspx?fn=wow-general&t=9044938&p=#post9045363 |
Poster: Tseric at 7/13/2006 5:42:22 PM PDT
Subject: Re: please dont take this as a flame |
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Q u o t e:
This is a thinly veiled attack.
It wasn't an attack. I was merely commenting that internal policy change may not be readily apparent to the player base. Changes that affect us internally may not see tangible results on your end immediately. That's all my comment meant.
Q u o t e:
Unfortunately this one is less so. The difference here is, this is your job, your job is to provide communication and feedback between the forum community and those on the inside (in addition to work tasks that none of could fathom). Not to belittle people with snide comments because you are upset that Blizzard isn't giving you the tools you need to effectively do your job. Your angst/anger whatever it is that drives you to post these little snide snippets is greatly misplaced.
I can't communicate with someone who is going to close avenues of discussion. The post I quoted could basically be summed up as "given what I know of you, I expect you to be a jerk."
My comment to that is that communication is a two-way street. That player had already made the decision not to listen to me or to predict what my response was. I responded with something else and now you are trying to tell me that I am actually fitting the pidgeon-hole set up for me.
Even when I don't respond in a 'snippy' fashion it has been read as such, because many people have come to expect it. Snippy or not, it is a legitimate response to the situation.
If you aren't going to take any answer I offer, why is the question asked in the first place? It's not for communication, because that was already ruled out by admission. What's next?
I asked that the player recognize their own behavior and that we are on a two-way street and you interpret this as belittling? I offer people alternatives, something that was not offered to me, in this case.
If you want to think you're being attacked, there is little I can do about it. The example is right here. You have interpreted two comments from me in your own fashion, neither of which I thought was accurate. If this explaination doesn't serve well, then you will go on thinking I attack people in every post I make.
My reasonable comments and informative answers take all of 30 seconds to fall off the front page. What does that tell you?
I got no lips. I got no tongue.
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| | http://forums.worldofwarcraft.com/thread.aspx?fn=wow-general&t=9044938&p=#post9047721 |
Poster: Tseric at 7/13/2006 5:48:04 PM PDT
Subject: Re: please dont take this as a flame |
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Q u o t e:
Poor Tseric. When will you learn that this is a place that you can not win. Ever.
The only way to win is not to play. How about a nice game of chess?
I'm stubborn and my faith in humanity has not been ground into dust, yet.
Of course, you are totally right with your point. Some days are just better losses than others.[ post edited by Tseric ]
I got no lips. I got no tongue.
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| | http://forums.worldofwarcraft.com/thread.aspx?fn=wow-general&t=9044938&p=#post9047779 |
Poster: Tseric at 7/13/2006 5:59:17 PM PDT
Subject: Re: please dont take this as a flame |
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Q u o t e:
You reap what you sow tseric, every post is not a clean slate, you contradict your own logic.
Funny, I see you supporting my logic with your generalized comments.
I have actually admitted I was wrong on more than one occassion, so your absolute terms do not reflect reality.
I got no lips. I got no tongue.
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| | http://forums.worldofwarcraft.com/thread.aspx?fn=wow-general&t=9044938&p=#post9047904 |
Poster: Tseric at 7/13/2006 6:01:49 PM PDT
Subject: Re: please dont take this as a flame |
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Q u o t e:
Don't worry, there are a lot of us who think you are doing an admirable job working with the community. We just don't make long threads about it.
I know. 'Good abides; Evil prevails' and that whole thing.
I got no lips. I got no tongue.
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