Woobies
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How active is your group on the Imp side? Are most of your ops done on Rep?
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All those things should not interfere the CS to reply to the community and keep them informed.
doing project management at work, the first thing i learned was, that, even when there are no news, you tell your team that nothing happened yet. COMMUNICATION is the word.
Good point. Lack of communication = the perception of BioWare Don't Care Customer Service
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From French topic:
Rough translation:
If you want a slightly more detailed view of the processes involved in any decision, consider the following:
- Team A indicated its plan to Team B.
- Team B passes the message to the team C.
- Team C returns to Team B shaking his arms in the air saying the plan is not viable.
- Teams B and C converse at length to be sure to be on the same page.
- Team A listens to the grievances of the C team as understood by Team B.
- Team B returns to Team C with a new plan.
- Team C approves and sighs a big blow.
- Team B announces that in fact the plan has changed dramatically due to factors not previously considered.
- Team C sighs a big blow and then approve.
Steps 1-8 can be repeated indefinitely, hence my lack of commitment. I hope to tell you more soon, but as this decision is not my responsibility, I can't promise you.
If this is accurate then it is clear that the customer service issues are the result of a development team that is truly out of touch with its customer base and does not have the ability to communicate effectively within its own team let alone with its customer base. It would also appear that beauracracy is an inhibiting factor to providing good customer service and working to solve problems in a timely fashion.
This would seem to point to a solution: Everyone needs to put their egos away, start communicating with each other effectively and make the customer the priority rather than themselves.
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It's very hard to ignore the various harbingers of doom that have popped up over the months. Since my own rp server (Lord Kalypho) has turned into a ghost fleet, i abandoned my IA and went to a better populated server. This is within 6 months of playing. Something I never thought that I would have been doing in the first year.
I have defended swtor tooth and nail since day one, but even i had a bit of "oh dear...maybe I have been wrong" as I was re-rolling another character last night.
So being honest, are any of the die hard defenders of the game starting to feel the same way?
I am in your boat. I was a stronger supporter of SWTOR and actually love the game but BioWare's poor customer service and lack of communication is killing the game for me. They seem so disconnected from its player base and their lack of responsiveness to questions or concerns really leaves me feeling like they don't care. My current sub runs out in August so I will see if their customer service improves by then. If not, I won't be resubbing.
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It seems to me that the easiest solution that would meet everyone's needs would be to give everyone a ticket for a free transfer to server of their choice. Paid transfers are already in the works so I wouldn't think it would be hard to flag an account for a free server transfer using the paid transfer interface. At the sametime, the RP-PvP status of the current server would seem to indicated to me that when given a choice between PVPing or RPing, people will have different prioritiies so give people the ability to make their own choice.
Another solution I saw posted was to have an RP-PvE and a PVP option for the players of the forgotten 3 to choose from.
Honestly, I think BioWare is well past the alloted time for analyzing solutions and need to pick one and start working toward it. They also need to communicate to those effected by their inaction thus far and tell them which solutoin they are applying and when the forgotten 3 can expect the solution to be implemented and their problem solved.
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Transfers are not complete bioware. You hsve forgotten the three european rp-pvp servers and despite the out cry you remain silent while deleting posts that expresses the anger of the players you are ignoring. Yes, it is a more complicated matter but it seems to me the players have offered several suggestions, ideas and compromises. Why have they yet to receive a response? When will you figure out yout silence perpetuates the Bioware Dont Care Customer Service?
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So... seeing as how we still have no word on Lord Calypho on our own thread I'll ask here.
*** Bio hurry up and an answer us, so many form our server have already canceled their sub over this and it's only getting worse, pretty soon therre will be no complaint about server transfers because none of use will be playing anymore.
BioWare's work is not done until everyone is able to have a good game experience. BioWare please provide information about what you will be doing to solve the problem on the European RP-PvP Servers.
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So is that every server now added?
I don't know...will someone check my math.
I thought there were 41 servers waiting still. There are only 37 on the list plus the three European RP-PvP servers that are not getting transferred. That equals 40 so either all the servers have received their transfers and there were only 40 waiting or there were 41 and one is still missing.
In the end though, there are still 3 servers left waiting on news as to how their low pop problem will be solved. The three European RP-PvP servers are still in need of attention from BioWare and I don't want them to be forgotten in the excitement of everyone else being able to transfer. They do not have enough people to keep the pressure on BioWare to address their needs so maybe some of us that have finally gotten our transfers can help them out by joining with them to keep the pressure on BioWare to provide a good game experience for everyone and not everyone but the European RP-PvPers.
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I didn't see Ice Breaker on the list.
Can you check your account page and see if you may have a transfer waiting? Seems that they are showing up on account pages before they show up on the list.
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Hurray for being the only remaining pve east server not transferred.
What server are you on?
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I know that the three European RP-PvP servers are not slated for transfer but have you all received any communication or information from BioWare as to how your population problem will be solved?
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What servers are still waiting on a transfer or information on when they will be able to transfer after this morning's list was rolled out?
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What servers still have not received a transfer or information on when they will receive a transfer?
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Yeah, it's a great transfer policy when you decide to transfer everybody EXCEPT three servers, simply because of the rules you made up.
Nobody is bound to be unhappy about it.
*sighs*
I know about one that was not going to get a server transfer...what are the other two?
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Transfer policy is ok in my book, it is the information about it that is extremely bad
This is my point. I have no problem waiting my turn. I do have a problem being strung along for three days with "maybe tomorrow" only to have "maybe tomorrow" turn into "maybe somtime next week." Please BioWare, stop using "maybes" and tell us what is going as well as if and when we may be transferred.
Each day you say "maybe" creates hope. Each evening someone logs into a dead server creates disappointment. There is just so much disappointment a person can take before disappointment becomes frustration, anger and dismay. In contrast, if you provide accurate information that addresses people's concerns and gives them a reasonable expectations, you can do a lot to reduce disappointment. When you provide uninformative canned answers to questions and concerns, you create the perception that you simply don't care and that is where I am now...the stage where I don't believe BioWare cares.
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I wouldn't know. I spent my weekend playing the TSW beta rather than waste my time standing on the fleet on a dead server. I probably won't log into SWTOR again until my character is able to transfer and then it is a toss up if I will log in again after I am able to transfer my characters. The experience of being strung along with "Maybe Tomorrows" followed by "Maybe Next Week" along with all requests for more information being utterly ignored or dismissed has destroyed the faith I had in BioWare.
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The customer isn't always right. Often the opposite. Anyone who's worked retail can attest to that.
Good customer service is not necessarily about the customer being right or giving the customer what they want. It is about making the customer feel like you care even when you cannot deliver what they are seeking. Think back to your own experiences as a customer...when were you the most satisfied? Even when you did not get what you want?
I had a student and his family who wanted to live in a residence hall he did not qualify to live in. I explained why he didn't qualify and then asked him a bunch of questions about what he wanted in a residence hall community. I made suggestions of residence halls based on his answers and took him on a tour of the halls I suggested. I listened to him and was responsive to his questions and concerns. I still said no but I tried to understand why living in that hall was so important. In the end, I said no and he didn't get to live in the hall he wanted but he still walked away feeling good about his situation, the hall he ended up choosing and about the customer service he received because I took a little time to help him understand that I cared.
That is all I am asking of BioWare...understand our concerns, acknowledge the issues, be responsive to our questions, give us accurate and true information that gives us some confidence that we won't be linger on dead servers for more than another day or two. If there is a problem, tell us about it and what solution they are working on. It doesn't take much and it costs virtually nothing to make your customer feel like you understand their needs and concerns and that you care.
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You still don't seem to understand that why people are leaving isn't important to knowing that they are leaving. People are leaving SWTOR; for whatever reason, people have either not subscribed or have decided not to continue subscribing.
The trend is down. That's not an assumption, that's a fact.
Are we not playing with facts here?
Actually knowing why people are leaving or have left is important. It is not necessary to identify why people left to define whether someone left or not but it is important data to understanding why the trend changed. It is also important to distinguish between those that you retained versus new subscriptions in terms of those that are subscribed. Truth be told, data on the number of people who left the game is pretty useless except for stock/investor information without knowing why people left or what your retention numbers are doing. Retention data and data on why people are leaving is the information that is needed to make data-driven, informed changes to service.
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From what I understand, not all the negative posts are from posters that just 'don't like' the game. A lot of them are wanting to like the game, but Bioware is failing to deliver to their expectations or wants.
I love the game. The only problem I have had with it has been the exodus of players that left most servers devoid of population. Even then, I waited patiently because BioWare said they were working on it. Then when they rolled out their server transfers, I happened to be on one of the forgotten 18% of servers that didn't get transferred. Even then, I was willing to be patient and wait my turn except for the fact that BioWare kept saying, "maybe tomorrow" and then that suddenly changed to "maybe sometime next week." I have posted on the forums asking for more definitive information on when this transfer would occur and submitted tickets asking the same thing. I simply got a stock answer of "sometime next week" from the forums and a "transfers will occur as they are deemed necessary" from my tickets.
Like I said, I loved the game but the poor customer service and lack of communication in this situation has pushed me out the door. My sub doesn't run out until August and if things improve then maybe I will stick around and continue to enjoy the game but my faith in BioWare, for the first time, has been severly shaken and is not going to be easy to repair.
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I very seriosuly doubt that the game is below 1MIL subs. The reason there are TRANSFERS* is becuase the game came out with way too many servers in North America. 1 MIL people spread across 100+ servers, when about half of that million is playing on 10 servers. Think about that.
1 Milion subscribers playing on 241 servers would equate to approximately 4149 subscriptions per server.
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Love the game but bad customer service and out of touch developers have me running for the door.
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BioWare just doesn't understand its player base or just doesn't care. If they did, they would not have left 18% of the servers lingering in limbo and they surely wouldn't be ignoring their requests for information on whether or not they will get a server transfer and if so, when that is likely to occur. That is just BIOWARE DON'T CARE CUSTOMER SERVICE.
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No mmo will ever let you move from PvE to PvP it wouldn't be fair to level up without a challenge and them transfer your 50 over to the pvp community
If fairness was a consideration for bioware, they would not have left 18% of the servers without the ability to transfer to healthy pop setvers hanging in limbo wondering if and when transfers msy oprn for them.
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Keep up all this whining and they may just say forget the rest of us. Everyone really just needs to chill out and step away from their keyboards for a few hours. Go clean something. Do some laundry. Some of you might need a shower too.
Relax guys the transfers will come. Let them analyze the data so they can get things done right. I know patience is a lot to ask from a bunch of people who need immediate stimulation but just give it a bit and everything will be okay.
Swtor is not freeto play. We are paying to play and thus are paying for a service. If we are all pauing the same rate we should all get the same service and because of the way the handled transfers, people on 18% of the setvers are receiving an inferior service compared to the 82% that received the opportunity to transfer. At the very least, the forgettrn 18% deserve to know when the can expect to transfer. Instead of the information being requested, bioware keeos stting us along with maybe tomorrow or maybe SOMETIME next week while drleting posts that express frustration and closing threads that ask for more information.
I loved the game and would have patiently waited my turn if bioware had practiced good customer service and provided the level of accurate and honest communication necessary to address the concerns of the people on the forgotten 18%.
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