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Posts tagged customer-service

Turbine's customer support department spreads holiday cheer

Working customer support for an MMO means that even the best times of your job are still spent dealing with upset players. Sure, the player might recognize that whatever went wrong was just an accident or a bug, but you've still got player issues to manage. It's the sort of work that can make you b...

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RuneScape customer service helps 500K players in a year

To coincide with National Customer Service Week in the United Kingdom, RuneScape is preparing a series of posts and meetups about and with the customer service team. To kick it off, the team put together an infographic about its previous year's efforts with players. Probably the most stunning fi...

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The Daily Grind: What MMO company has given you good customer service?

A couple of Lord of the Rings Online's Inn League deeds are broken, which is unfortunate because the main reason I showed up for this year's Summer Festival was to finish the Inn League stuff on my newest character. I submitted a customer service ticket, and after having it closed with no action...

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ZeniMax reduces ESO customer support staff in Ireland

The Connacht Tribune reported earlier this week that ZeniMax, which had established a customer service operation in Galway, Ireland, for The Elder Scrolls Online, has let go "up to 300 workers," apparently temporary, from its Rahoon location. It's not at all uncommon for MMO studios to let go cr...

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The Art of Wushu: Hacking and account security

When people say they get hacked in online games, I always assume it's the user's fault. The one time I was ever hacked, I could trace it directly back to a situation where I knew my username/password was compromised and I used the same set anyway. Ever since then, I've used more secure logins and p...

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RIFT shows off its customer service department

What's it like working a day in customer service? Most of you probably don't have to speculate, since the odds of you having worked retail at some point hover right around almost certainty. But have you worked customer service for a game before? If you have, then you probably don't have any need to...

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Behind the scenes as a [REDACTED] Game Master

Once upon a time, I worked as a game master for a very popular MMORPG. My duties were relatively simple: help players out of sticky situations and enforce the rules of the game when it came to cheating, harassment, and general player behavior. A game master's role is to protect the player from any ...

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The Mog Log: Error 3102, please try to read this FFXIV column at a later time

I'm writing this column on Tuesday morning, with the last Final Fantasy XIV beta test a happy memory for me and many other people. Specifically, all of the people for whom the last beta test did not amount to strings of numerical errors over and over. On the podcast I mentioned that this affecte...

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Wings over Atreia: Twelve things to be thankful for in Aion

I can't really help it. I was trying to pen an article or a guide about any of a number of features in Aion, but my mind kept wandering back to the spirit of Thanksgiving. This time of the year I just get to feeling so extra thankful for those things that make life better, easier, and more enjoya...

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Blogger details adventures in Guild Wars 2 customer service

While some of us are happily slashing, casting, and shooting our way through hordes of baddies in Guild Wars 2's Tyria, some ArenaNet customers are still suffering the pain that accompanies prolonged login issues. OK, we know, first-world problems, but still. Case in point is blogger Saylah ov...

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