Customer Support in MMO companies

[achtungexplosiv]

Following on from my last post regarding Star Trek Online, I've hit a snag with one of my characters being completely broken and unable to log into the game. I've attempted to contact customer support with PWE/Cryptic and the frustrating experience I'm currently going through have left me wondering why CS has to be so shockingly bad across the

Comments

[ext_564150]

Compared with developing software or running computers (unless you're paying government rates), customer service is eyewateringly expensive - you need a bunch of people who are knowledgeable about your product, enough so to be able to start the triage between client-side bugs, chancers and server failures, and who have good phone skills, and are prepared to work out of hours.

It's no wonder that most companies don't bother, especially when hardly anyone else bothers either.

Seems to me the worst of all is the half-hearted effort, that's meant to make it look good but lives or dies by meaningless stats (e.g. "number of tickets closed").

[achtungexplosiv]

'Number of tickets closed' has been explained to me as being the driving factor behind at least 2 game company CS indicators, only one of which specified 'resolved' rather than closed (though the manner in which it is resolved isn't asked about

[jon_a_five]

I wonder if an MMO company has ever cross referenced their CS DB with people who stop subscribing?