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Reader Comments (8)

Posted: Sep 7th 2010 12:59PM Zantom said

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SWG has the best community (at least where I have played, Starsider right now). Customer service has been very good lately too.

Posted: Sep 7th 2010 3:15PM Brianna Royce said

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SOE's customer service has been nothing short of stellar since the days of EQ. I've personally been helped out by its staff dozens of times, in an age where Blizzard (by comparison) demanded notarized documentation of my flipping name change after I got married just to move a stupid alt. SOE also has a great reputation for cracking down on scammers (like lotto scams on SS), which is also comforting in an era when games like EVE practically encourage scamming.

The company's development of SWG has certainly had its ups and downs, but I've yet to get better CS from anyone, period. Bringit, other companies! :D (Please!)

Posted: Sep 7th 2010 6:27PM JoeH42 said

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Sounds pretty good. It's always nice to see that these "smaller" games make some real efforts to have good customer service and suchlike. It's too bad that Blizzard doesn't feel any particular need to have good customer service for WoW (seriously, 3 hours to get a GM to respond to you? It's not like they don't have the money to hire more GMs). I remember how shocked and amazed I was when I was playing DDO that when I put in a help ticket I literally was talking to a GM in less than a minute. I was like, holy crap! That was probably influenced by the fact that I was a subscribed user and not just a F2P account but it was still pretty darn impressive. FE has also been pretty good so far and I hope that Massively will review them soon.

Posted: Sep 8th 2010 12:04AM (Unverified) said

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If you want to experience some world PVP, BFs or want to to be taken through heroics you contact me ingame: "Rage-Frost".
There's more of the game to review.

Posted: Sep 8th 2010 12:12AM Jef Reahard said

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Thanks, I may take you up on that for fun, but the Community Detective series isn't about reviewing the game content or mechanics, it's exclusively focused on customer service and community interaction.

Writing a proper review of a game as deep as SWG would fill a year's worth of columns, if not a whole website.
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Posted: Sep 8th 2010 7:28AM (Unverified) said

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You get more community-related options when playing on Starsider. Bigger community is always better.
It is unfortunate that sometimes people from the 'smaller' servers decide that instead of staying loyal and trying to keep their old server alive, they have to move to Starsider for instant gratification.

Posted: Sep 8th 2010 5:41PM Valdamar said

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SOE has always had good support - for my first 6 years playing MMOs (1999-2005) the majority of my playing time was in SOE MMOs - I've never found any other MMO publisher that has matched them for speed and helpfulness of customer support. Heck, all of their back end support has always been flawless for me, to include billing, patching, technical stability etc. Their beta tests usually run more flawlessly and with less bugs than most MMOs do post-release. I'm also always impressed by how often they patch their games and in EverQuest 2 how much free content they added (way better than Blizzard in that respect).

That's why it galls me how much I dislike SOE's business practices (e.g. double-dipping, item shops in P2P MMOs, micro-transaction driven CCGs in-game, etc.) and how their Devs communicate with players (dictatorial and secretive, rather than cooperative/receptive to their playerbase). Most of all I dislike how their dev teams manage the evolution of their in-house games, from the implementation of changes (sledgehammer replacements of core systems/gameplay, instead of gradual iterative changes like most MMO dev teams do) to additions of new content or revamps of existing content that are not always fully tested or researched for the impact they will have on existing players (e.g. SWG CU & NGE, Planetside's BFRs, combat/class changes in EQ2 both in beta and a year post-release, EQ1's huge swings in class power with each expansion between melee and casters, etc.).

I just don't trust SOE enough to play their MMOs anymore (and from comments on Massively I know I'm not the only one) and that's a real shame because there is so much that they do right, but it's just overshadowed by all they do wrong - and then keep doing wrong in MMO after MMO without learning from their mistakes. It's a tragedy and I wish SOE would either get a clue, or play to their strengths and retreat into just publishing and back-end services (like they offer to Pirates of the Burning Sea), letting external dev teams handle the game side of things and hopefully bring more innovation to MMOs than SOE's in-house teams usually do.

Posted: Sep 13th 2010 6:56PM (Unverified) said

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swg always had the best community, as for the CS ...they have given me the run around a few times but nothing to bad

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