Massively http://massively.joystiq.com Massively http://www.blogsmithmedia.com/http://massively.joystiq.com/media/feedlogo.gif Massively http://massively.joystiq.com en-us Copyright 2012 Weblogs, Inc. The contents of this feed are available for non-commercial use only. Blogsmith http://www.blogsmith.com/<![CDATA[The Daily Grind: Do you expect a roleplaying server to be policed?]]>http://massively.joystiq.com/2012/03/18/the-daily-grind-do-you-expect-a-roleplaying-server-to-be-police/http://massively.joystiq.com/2012/03/18/the-daily-grind-do-you-expect-a-roleplaying-server-to-be-police/http://massively.joystiq.com/2012/03/18/the-daily-grind-do-you-expect-a-roleplaying-server-to-be-police/#commentsFiled under: , , , ,

You're in violation of roleplaying statute 352! Stop or we'll pretend to be vampires at you!
I roleplay a lot. This probably does not come as much of a surprise. As a result, I've spent time on a lot of different roleplaying servers and have long since given up any hope that I'll ever see any enforcement of rules by the community service staff. It would be really nice if GMs politely kicked people who didn't come to roleplay, but the fact of the matter is that it's just not going to happen.

But even though I don't expect it, I might be in the minority. What about you? Do you expect that on a server officially designated for roleplaying, the customer service staff will be monitoring the game and taking steps to improve the environment? Do you just expect that the staff will take complaints about inappropriate names just a bit more seriously? Or are you happy enough that there is a clear, reserved place to start building a roleplaying community without worrying about the police element?

Every morning, the Massively bloggers probe the minds of their readers with deep, thought-provoking questions about that most serious of topics: massively online gaming. We crave your opinions, so grab your caffeinated beverage of choice and chime in on today's Daily Grind!

MassivelyThe Daily Grind: Do you expect a roleplaying server to be policed? originally appeared on Massively on Sun, 18 Mar 2012 08:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>customer-servicedaily-grindgmsopinionroleplayingroleplaying-serversrprp-serversserver-policiesserver-typesserverstdgthe-daily-grindSun, 18 Mar 2012 08:00:00 EST<![CDATA[SWTOR unsubscribe option goes missing for some [Updated]]]>http://massively.joystiq.com/2012/01/19/swtor-unsubscribe-goes-missing-for-some/http://massively.joystiq.com/2012/01/19/swtor-unsubscribe-goes-missing-for-some/http://massively.joystiq.com/2012/01/19/swtor-unsubscribe-goes-missing-for-some/#commentsFiled under: , ,

SWTOR
Call it the Case of the Canceled Sub: Many players have written in to us to report that the "cancel subscription" button on their Star Wars: The Old Republic account pages has mysteriously gone missing. Considering that tomorrow is the one-month mark where accounts are set to be billed following the free month of gameplay for those who started on launch day, we think this is particularly troublesome.

Some players have found a workaround link but have received a warning and seen their threads shut down by moderators as violating the Rules of Conduct.

BioWare is investigating the situation and has alluded to an issue with certain types of browsers. In the meantime, the CS team has asked those affected customers to contact the company by phone for help cancelling their subscriptions.

BioWare is awarding those players who pay for an additional month of game time by March 19th with a special "Founder" title.

[Thanks to the many, many people who sent us this tip!]

[Update: In a correspondence with us, BioWare has confirmed that it is aware of the website issue and is working to resolve it that the issue is now fixed.]

MassivelySWTOR unsubscribe option goes missing for some [Updated] originally appeared on Massively on Thu, 19 Jan 2012 08:30:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>biowarebrowserbugcancel-subscriptioncscustomer-servicefounderfounder-titleglitchmissing-buttonrules-of-conductstar-wars-the-old-republicswtortitleunsubscribeThu, 19 Jan 2012 08:30:00 EST<![CDATA[EVE dev video talks customer relations and server nodes]]>http://massively.joystiq.com/2011/11/16/eve-dev-video-talks-customer-relations-and-server-nodes/http://massively.joystiq.com/2011/11/16/eve-dev-video-talks-customer-relations-and-server-nodes/http://massively.joystiq.com/2011/11/16/eve-dev-video-talks-customer-relations-and-server-nodes/#commentsFiled under: , , , ,

CCP Guard image
As part of a refocusing on developing EVE Online, CCP Games has recently taken us on a video tour of its art, features and core technology departments. This week it's the turn of the customer relations and Virtual Worlds departments as CCP Guard finds out what makes EVE tick. In his visit to the den of GMs, he finds that important stuck queue petitions are answered on average in 15 minutes, a response time much improved compared to a few years ago.

Guard chats to several people from CCP's Virtual Worlds department, which is responsible for keeping all the EVE server clusters online and improving performance. CCP Hunter discusses what goes on during EVE's daily downtime and reveals that the once hour-long period has been reduced to only nine minutes per day. We also find out about recent hardware upgrades and the infamous "supernode" deployed for large-scale nullsec wars.

Skip past the cut to watch the full video in HD.

Continue reading EVE dev video talks customer relations and server nodes

MassivelyEVE dev video talks customer relations and server nodes originally appeared on Massively on Wed, 16 Nov 2011 14:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>ccpccp-eveccp-gamesccp-guardccp-huntercustomer-relationscustomer-servicedev-diaryeveeve-ccpeve-mmorpgeve-onlinegmhardwarein-developmentnewsnodeserversuperclustersupernodevideovirtual-worldsWed, 16 Nov 2011 14:00:00 EST<![CDATA[CCP announces new Customer Relations details]]>http://massively.joystiq.com/2011/10/21/ccp-announces-new-customer-relations-details/http://massively.joystiq.com/2011/10/21/ccp-announces-new-customer-relations-details/http://massively.joystiq.com/2011/10/21/ccp-announces-new-customer-relations-details/#commentsFiled under: , , , ,

Screenshot -- EVE Online
A couple of days ago, CCP announced that an alarming number of team members had been laid off. Many EVE Online players were understandably concerned about what this might mean for the future of the game. CCP aims to put those concerns to rest with a new dev blog entry released today, which announces that CCP's Community Team has been merged with Customer Support in order to form a new Customer Relations department.

The community team has also been relocated to CCP's Reykjavik offices "and will be working closely with every development team to ensure that players are kept up to date with what is coming to EVE." CCP is aiming to increase communication with players and in the coming weeks, the company intends to begin by bringing out a series of short videos which will focus on what's currently in development for EVE.

For all the nitty-gritty details, head on over to the official post at EVE's site.

MassivelyCCP announces new Customer Relations details originally appeared on Massively on Fri, 21 Oct 2011 22:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>ccpccp-gamescommunicationcustomer-relationscustomer-serviceeveeve-onlinelayoffsFri, 21 Oct 2011 22:00:00 EST<![CDATA[Wings Over Atreia: The anti-rant]]>http://massively.joystiq.com/2011/10/10/wings-over-atreia-the-anti-rant/http://massively.joystiq.com/2011/10/10/wings-over-atreia-the-anti-rant/http://massively.joystiq.com/2011/10/10/wings-over-atreia-the-anti-rant/#commentsFiled under: , , ,

Wings Over Atreia header
Admit it: Whether it is born of a desire to vindicate yourself using the opinions of another or because you just sharpened your claws and are eager to rip said opinions to shreds, sometimes you just love to read a juicy rant. Love them or leave them, we all have opinions and tend toward sharing them, from superstitions to sports to Aion. What make rants so delectably special are the passion and power behind them.

Unfortunately, this is not a rant.

In fact, this week's Wings Over Atreia is going to be an anti-rant. No, that does not mean I will rant against rants because I am opposed to them (that would still be a rant, not to mention they can be cathartic at times); rather, this will be the opposite of a rant. Yes folks, I am going to do something radical! Trolls, cover your eyes: I am going to give a compliment. And not just any compliment -- I am going to give praise to NCsoft's customer service! *gasp*

What confluence of events in Aion brought me to this? Take a peek past the cut to see for yourself.

Continue reading Wings Over Atreia: The anti-rant

MassivelyWings Over Atreia: The anti-rant originally appeared on Massively on Mon, 10 Oct 2011 16:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>aionaion-gamecomplimentcomplimentscustomer-serviceCustomerServicedeleted-itemfeaturedlost-itemsnc-softnc-soft-aionncsoftncsoft-aionrestorationrestored-itemssecuritythanksWings-Over-AtreiaMon, 10 Oct 2011 16:00:00 EST<![CDATA[Fighting the EverQuest hacking wildfire]]>http://massively.joystiq.com/2011/10/06/fighting-the-everquest-hacking-wildfire/http://massively.joystiq.com/2011/10/06/fighting-the-everquest-hacking-wildfire/http://massively.joystiq.com/2011/10/06/fighting-the-everquest-hacking-wildfire/#commentsFiled under: , ,

EQ
While hacking and botting may not be a source of frustration to you in your daily MMO, to the denizens of EverQuest, it is a real and ever-present headache. In what is already not the easiest MMO on the planet, players are experiencing an onslaught of hackers who go out of their way to ruin the fun for everyone.

In a three-part series, Ten Ton Hammer exposes the systematic problem of rampant hacking in the game, especially on the new progression servers. While guilds are doing their part to crack down on hackers in their midst, it doesn't seem to be enough to stem the flow, especially as with a much smaller team in place these days.

Ultimately, fighting this problem does not seem to be SOE's current priority. EQ Producer Thom Terazzas addressed the issue of hacking by saying, "The expansion is something that we're really focused on right now. That has gotten, I would say, 80 percent of the focus here. So doing anything that dramatically combats the hacking is something that we would really like to do, but it is not something we've been able to do."

Terazzas followed that up by talking with the Customer Service team and promised that the hackings will receive higher priority once the expansion crunch is over. In the meantime, he urged players to file reports with CS if hacking was observed.

MassivelyFighting the EverQuest hacking wildfire originally appeared on Massively on Thu, 06 Oct 2011 13:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>botbotsbottersbottingcscustomer-serviceeqeverquestexposehackhackedhackershackinghackingsinterviewsoesony-online-entertainmentten-ton-hammerThom-TerazzastthThu, 06 Oct 2011 13:00:00 EST<![CDATA[Captain's Log: Setting a new course]]>http://massively.joystiq.com/2011/09/08/captains-log-setting-a-new-course/http://massively.joystiq.com/2011/09/08/captains-log-setting-a-new-course/http://massively.joystiq.com/2011/09/08/captains-log-setting-a-new-course/#commentsFiled under: , , , , , ,

Star Trek Online logo
Hello, computer (and players)! Leave your credit cards, er, I mean, Latinum, at the turbolift door -- Star Trek Online has changed course for a new destination... Planet Free-to-Play. As we reported late last week (thanks again to tipster The First Avenger and @Altexist), it was announced during a Perfect World Entertainment earnings call that STO would be adopting a new subscription model before year's end. Little did we know that the plan to make a full-scale announcement had already been in the works and was set to have been released this week, the first inkling of which we saw this past Tuesday.

The press release and new F2P information page that Cryptic has launched on STO's home page contains a lot of information that explains the different benefits that paying and non-paying players will experience. As it did with Champions Online, the development team is planning on being as transparent as possible, listening to feedback, and making adjustments based on closed beta experiences of the new hybrid model. This week's Captain's Log is going to explore some of these benefits, shed some positive light on some worries, share with you exclusive answers to some questions we sent into PR, and let you know some of my overall personal thoughts -- so without further ado, make it so!

Ensign, warp 10! Let's help our readers decide whether they are going to be Silver or Gold members...

Continue reading Captain's Log: Setting a new course

MassivelyCaptain's Log: Setting a new course originally appeared on Massively on Thu, 08 Sep 2011 13:30:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>character-slotscrypticcryptic-star-trekcryptic-studioscustomer-servicedaniel-stahlenergy-creditsf2pfeaturedfeatures-matrixfleetfleetsfoundryfree-to-playkdfklingonklingon-factionlivestreammonthly-stipendperfect-world-entertainmentQ-and-Arespec-tokenst-onlinestar-trek-mmostar-trek-onlinestipendstothe-foundrytrek-onlineThu, 08 Sep 2011 13:30:00 EST<![CDATA[Trion extends RIFT half-birthday bonuses because of Hurricane Irene]]>http://massively.joystiq.com/2011/08/31/trion-extends-rift-half-birthday-bonuses-because-of-hurricane-ir/http://massively.joystiq.com/2011/08/31/trion-extends-rift-half-birthday-bonuses-because-of-hurricane-ir/http://massively.joystiq.com/2011/08/31/trion-extends-rift-half-birthday-bonuses-because-of-hurricane-ir/#commentsFiled under: , , ,

RIFT birthday cake
"Trion, you should extend the birthday celebrations due to Irene," one East Coast player wrote on the forums.

"They did," came the next reply.

The many, many half-birthday bonuses that came with RIFT's kooky in-game party were set to end tomorrow, September 1st, but are now being extended until September 6th so that players affected by last weekend's hurricane can enjoy it as well. Subscribers are still expected to receive their in-game gifts tomorrow that include bonus potions and a reusable birthday cake.

James Nichols delivered the happy news: "We know many of you have been weathering out the storm on the east coast -- so we're keeping the subscriber bonuses turned on an extra week. You now have until September 6th to enjoy all the bonuses to XP, Guild XP, Favor, Prestige, Planarite, and dungeon & raid currencies. Have fun!"

MassivelyTrion extends RIFT half-birthday bonuses because of Hurricane Irene originally appeared on Massively on Wed, 31 Aug 2011 11:15:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>birthday-cakebonusescakecustomer-serviceeast-coastextensionhalf-birthdayhalf-birthday-cakehalf-birthday-celebrationhurricanehurricane-irenein-game-bonusesin-game-eventirenejames-nicholsrifttriontrion-worldsWed, 31 Aug 2011 11:15:00 EST<![CDATA[Community Detective Issue #24: Need for Speed World]]>http://massively.joystiq.com/2011/06/14/community-detective-issue-24-need-for-speed-world/http://massively.joystiq.com/2011/06/14/community-detective-issue-24-need-for-speed-world/http://massively.joystiq.com/2011/06/14/community-detective-issue-24-need-for-speed-world/#commentsFiled under: , , , , , , , ,

Thus far, Community Detective has stayed on the straight and narrow course of fantasy MMORPGs during its brief existence. Sure, I've taken the occasional detour into sci-fi, superhero, and quasi-historical territory, but the majority of the column's first 23 issues were -- like the genre itself -- largely concerned with sorcerers, scantily-clad he-men, and sword-related violence.

This week I'd like to break out of that mold for a bit and examine a title based in the real world (or more accurately, Electronic Arts' approximation of the real world). To borrow a quote from dear old '80s cinema: I feel the need, the Need for Speed World.

Continue reading Community Detective Issue #24: Need for Speed World

MassivelyCommunity Detective Issue #24: Need for Speed World originally appeared on Massively on Tue, 14 Jun 2011 18:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>carscommunity-detectivecommunity-pollingcsrcustomer-servicedrivingeaelectronic-artsf2pfeaturedfree-to-playhelphelp-ticketneed-for-speedneed-for-speed-worldnfswopinionracingracing-mmosportsTue, 14 Jun 2011 18:00:00 EST<![CDATA[Scott Hartsman: 'Happy customers stick around longer']]>http://massively.joystiq.com/2011/06/07/scott-hartsman-happy-customers-stick-around-longer/http://massively.joystiq.com/2011/06/07/scott-hartsman-happy-customers-stick-around-longer/http://massively.joystiq.com/2011/06/07/scott-hartsman-happy-customers-stick-around-longer/#commentsFiled under: , , ,

"Here's the overall philosophy behind all this: Happy customers stick around longer," Scott Hartsman said in an interview with Gamefront. "That's what we think. That's the beginning and end of it." It may seem like common sense, but for Hartsman and the team at Trion Worlds, it's a lesson they feel is easy to forget.

He cites this as the driving force behind one of the game's major upcoming changes: the ability to transfer characters between servers for free. Trion hopes that the character transfers will help friends connect without the obstacle of separate servers getting in their way. Hartsman said that the tech behind the transfer is impressive -- not to mention "instantaneous" from a customer standpoint.

Hartsman says that the team places a premium on talking frankly and frequently with players. If Trion doesn't always come across as perfect, he hopes that the company makes up for it with communication and sincerity: "We don't want to hide behind a big wall, and we don't want everything to come through a formal mouthpiece. I'd rather have us all out conversing with people and occasionally making a mistake here or there on the assumption that because we are talking to people more means that overall, things are going to be better."

The lengthy interview covers a wide range of pressing topics, from the "bumpy" River of Souls event to the LFG system and the free trial program.

MassivelyScott Hartsman: 'Happy customers stick around longer' originally appeared on Massively on Tue, 07 Jun 2011 11:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>character-transfercharacter-transferscustomer-servicegamefronthappinesshappy-customersinterviewlfglfg-systemlfg-toolriftrift-planes-of-telarariver-of-soulsscott-hartsmanserver-transfertrialtriontrion-worldsTue, 07 Jun 2011 11:00:00 EST<![CDATA[Community Detective Issue #23: Perpetuum]]>http://massively.joystiq.com/2011/05/31/community-detective-issue-23-perpetuum/http://massively.joystiq.com/2011/05/31/community-detective-issue-23-perpetuum/http://massively.joystiq.com/2011/05/31/community-detective-issue-23-perpetuum/#commentsFiled under: , , , , ,

Welcome to the Perpetuum edition of Community Detective. Avatar Creations' mech-based sandbox MMORPG launched back in November, and despite being relatively new to the market, it has already had time to release a free expansion and a 15-day free trial as well as build itself a small but dedicated fanbase.

I spent the last couple of weeks tooling around the game's tutorials and early mission content as well as observing Perpetuum's community and customer service offerings. Due to the size of the community and the bare-bones approach to customer service, this week's issue of Community Detective departs from my standard data-centric format in favor of some general impressions. Join me after the cut to see what's happening on the planet Nia.

Continue reading Community Detective Issue #23: Perpetuum

MassivelyCommunity Detective Issue #23: Perpetuum originally appeared on Massively on Tue, 31 May 2011 18:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>avataravatar-creationscommunity-detectivecommunity-pollingcommunity-questionscustomer-servicefeaturedmechsniaopinionperpetuumsandboxsci-fiTue, 31 May 2011 18:00:00 EST<![CDATA[The Daily Grind: What's the best service you've received from a GM?]]>http://massively.joystiq.com/2011/05/19/the-daily-grind-whats-the-best-service-youve-received-from-a/http://massively.joystiq.com/2011/05/19/the-daily-grind-whats-the-best-service-youve-received-from-a/http://massively.joystiq.com/2011/05/19/the-daily-grind-whats-the-best-service-youve-received-from-a/#commentsFiled under: , , ,

There are players for whom the GMs of a given game are nothing but antagonists, killjoys who want to ban people for shouting just a few obscene slurs in a public chat channel. For many other players, they're a silent presence, something you're sure is there but never make any use of. And sometimes, they're the only people who can help you fix a serious problem with your character, a bug that crept in somewhere along the line.

There are games where you virtually never see a GM in person, such as World of Warcraft, and then there are games such as Final Fantasy XI where the GMs have a very different image among players. But today, we're not going to talk about times when GMs randomly teleported you to jail and fed you to a dragon for amusement. We're talking about the best incidents you've had, the times where you've called for help and received it without a problem. So what's the best service you've received from a GM in the game?

Every morning, the Massively bloggers probe the minds of their readers with deep, thought-provoking questions about that most serious of topics: massively online gaming. We crave your opinions, so grab your caffeinated beverage of choice and chime in on today's Daily Grind!

MassivelyThe Daily Grind: What's the best service you've received from a GM? originally appeared on Massively on Thu, 19 May 2011 08:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>culturecustomer-servicegm-callsgmshelp-functionhumoropinionservicetdgthe-daily-grindThu, 19 May 2011 08:00:00 EST<![CDATA[Community Detective Issue #22: Allods Online [Updated]]]>http://massively.joystiq.com/2011/05/17/community-detective-issue-22-allods-online/http://massively.joystiq.com/2011/05/17/community-detective-issue-22-allods-online/http://massively.joystiq.com/2011/05/17/community-detective-issue-22-allods-online/#commentsFiled under: , , , , , ,

My first few minutes with Allods Online were one part awesome and two parts aggravation. There was intrigue in the form of my research into player-crewed airships, and there was annoyance at the forced installation of Pando Media Booster, a third-party app that supposedly improves download speeds but is really little more than bloatware.

Once I had the game patched and running (and the offending program removed), it was time to get down to brass tacks. Community Detective has largely been concerned with traditional subscription-based MMOs to this point (detours into the lands of Global Agenda and Runes of Magic notwithstanding), so I'm branching out a bit this week to the realm of free-to-play.

Despite its cash-shop missteps and death-penalty brouhahas, Allods has a certain allure, and I figured it was time to answer a few burning questions. In no particular order: What the heck is an allod, what kind of community can you expect in one of the larger F2P games, and what sort of customer service is on offer from gPotato?

Continue reading Community Detective Issue #22: Allods Online [Updated]

MassivelyCommunity Detective Issue #22: Allods Online [Updated] originally appeared on Massively on Tue, 17 May 2011 14:30:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>allodsallods-onlineastrum-nivalcash-shopcommunity-detectivecommunity-pollingcommunity-questionscustomer-servicecustomer-service-case-filescustomer-service-ticketsf2pfantasyfeaturedfree-to-playgpotatoopinionTue, 17 May 2011 14:30:00 EST<![CDATA[Community Detective Issue #21: Star Trek Online]]>http://massively.joystiq.com/2011/04/26/community-detective-issue-21-star-trek-online/http://massively.joystiq.com/2011/04/26/community-detective-issue-21-star-trek-online/http://massively.joystiq.com/2011/04/26/community-detective-issue-21-star-trek-online/#commentsFiled under: , , , ,

Be gentle with me, Trekkies, for I have a confession to make: I've always found Star Trek to be pretty unwatchable. Whether it was because of the low-budget sets or the drunken TV writers prone to cramming every episode full of nonsensical techno-malarkey, I boldly went to another channel.

Logging into Cryptic's Star Trek Online a couple of weeks ago, then, wasn't something I was looking forward to. I'd penciled it into the Community Detective schedule a while back and frankly put it off several times. I'll do it eventually, I kept telling myself.

Upon logging in, I found that STO's source material is the worst thing about it, and in fact the game itself is quite well-made and a ton of fun (particularly the Foundry; I'm completely in love). In fact, I normally leave games behind when a particular issue of Community Detective is in the books, but with STO, I find myself logging in more and more each day during my off hours. I've renewed my sub beyond the free 30 days, and thoughts of the lifetime option have crossed my mind. Enough of all that, though; you're here to find out about my community and customer service experiences, amirite? Warp past the cut and we'll get started.

Continue reading Community Detective Issue #21: Star Trek Online

MassivelyCommunity Detective Issue #21: Star Trek Online originally appeared on Massively on Tue, 26 Apr 2011 09:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>community-detectivecommunity-pollingcommunity-questionscrypticcryptic-studioscustomer-servicefeaturedfoundrymmo-industryopinionsci-fistar-trekstar-trek-onlinestothe-foundryTue, 26 Apr 2011 09:00:00 EST<![CDATA[Community Detective Issue #20: Xsyon [Updated]]]>http://massively.joystiq.com/2011/04/12/community-detective-issue-20-xsyon/http://massively.joystiq.com/2011/04/12/community-detective-issue-20-xsyon/http://massively.joystiq.com/2011/04/12/community-detective-issue-20-xsyon/#commentsFiled under: , , , , , , ,

Community Detective banner - Xsyon
Welcome back, intrepid readers. After a bit of a hiatus, Community Detective is back on the case (that case being the chronicling of various MMORPG communities and customer service experiences).

When I left off a few weeks ago, I'd just completed a whirlwind tour of DC Universe Online -- the PC and console versions -- and this week's issue couldn't be more different. We're talking polar opposites here, as Notorious Games' Xsyon sandbox is everything that DCUO is not (although the two titles do share half-baked chat functionality).

I'll be honest here: I tend to cut sandboxes an inordinate amount of slack because a) I love them, and b) they've been relegated to second-class citizen status on account of the casual MMORPG explosion. Join me after the cut as I attempt to maintain some semblance of objectivity while recounting a couple weeks' worth of Xsyon community and customer service adventures.

Continue reading Community Detective Issue #20: Xsyon [Updated]

MassivelyCommunity Detective Issue #20: Xsyon [Updated] originally appeared on Massively on Tue, 12 Apr 2011 14:30:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>communitycommunity-detectivecommunity-pollingcommunity-questionscsrcustomer-servicefeaturedgmhands-onpost-apocalypticsandboxsci-fitahoe-basinxsyonTue, 12 Apr 2011 14:30:00 EST<![CDATA[ZeniMax Online Studios builds new MMO customer support facility]]>http://massively.joystiq.com/2011/03/16/zenimax-online-studios-builds-new-mmo-customer-support-facility/http://massively.joystiq.com/2011/03/16/zenimax-online-studios-builds-new-mmo-customer-support-facility/http://massively.joystiq.com/2011/03/16/zenimax-online-studios-builds-new-mmo-customer-support-facility/#commentsFiled under: , ,

The folks at ZeniMax Online Studios have founded a new support facility in Galway, Ireland with the intent to provide customer service for "players of future massively multiplayer online games." While some of you are probably wondering just who in the heck ZeniMax is, others have no doubt seen the parent company name scrolling by on the startup screens for Fallout 3, Fallout: New Vegas and The Elder Scrolls IV: Oblivion.

ZeniMax Media owns not only ZeniMax Online but also Bethesda Softworks and id Software (the brains behind the Doom franchise). ZeniMax Online is headed by Mythic co-founder Matt Firor, and ex-World of Warcraft dev Rich Barham is serving as the director of customer support. Though the studio has yet to make an official game-related announcement, it's clearly laying the foundation for something big.

MassivelyZeniMax Online Studios builds new MMO customer support facility originally appeared on Massively on Wed, 16 Mar 2011 10:30:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>bethesdaBethesda-Softworkscustomer-servicedoomelder-scrollsfallout-3fallout-new-vegasmatt-firorMiscellaneousmmo-industryoblivionrich-barhamthe-elder-scrollszenimaxzenimax-onlinezenimax-online-studiosWed, 16 Mar 2011 10:30:00 EST<![CDATA[Community Detective Issue #19: DC Universe Online (PS3 edition)]]>http://massively.joystiq.com/2011/02/15/community-detective-issue-19-dc-universe-online-ps3-edition/http://massively.joystiq.com/2011/02/15/community-detective-issue-19-dc-universe-online-ps3-edition/http://massively.joystiq.com/2011/02/15/community-detective-issue-19-dc-universe-online-ps3-edition/#commentsFiled under: , , , , ,

Community Detective banner
Look! Up in the sky! It's a bird... it's a plane! It's a disgruntled PS3 MMO player about to throw himself from the top of the LexCorp tower due to a lack of support options! Never fear -- the Community Detective is here, but unfortunately I can't really save the day. What I can do is give you the low-down on my experiences with DC Universe Online's rather pedestrian PS3 customer service and support apparatus.

If you'll recall from last issue's look at the PC DCUO client, I found that the customer service was actually quite responsive (as it has been in all of the Sony Online Entertainment MMOs profiled over the history of this column). DCUO's PC version fell down when it came to usability, UI, and community/grouping issues, but at least its customer support ducks were in a row.

Read on after the cut to see why the same can't be said for the console version.

Continue reading Community Detective Issue #19: DC Universe Online (PS3 edition)

MassivelyCommunity Detective Issue #19: DC Universe Online (PS3 edition) originally appeared on Massively on Tue, 15 Feb 2011 17:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>chatcommunitycommunity-detectiveconsolecustomer-servicedcdc-comicsdc-universedc-universe-onlinedcuofeaturedopinionplaystation3ps3pvesoeSony-Online-EntertainmentuiTue, 15 Feb 2011 17:00:00 EST<![CDATA[Community Detective Issue #18: DC Universe Online [Updated]]]>http://massively.joystiq.com/2011/02/01/community-detective-issue-18-dc-universe-online/http://massively.joystiq.com/2011/02/01/community-detective-issue-18-dc-universe-online/http://massively.joystiq.com/2011/02/01/community-detective-issue-18-dc-universe-online/#commentsFiled under: , , , ,

Welcome to another issue of Detective Comics, er... Community Detective, yeah. Between punching and kicking my way past hordes of villains, riding ziplines up the sides of skyscrapers, and listening to Harley Quinn's hysterical Mistah Jay accent, I'm a little out of sorts. This week I'm going to mix up the format a bit, both because it helps my sanity and because the current title I'm discussing demands it. That title is DC Universe Online, and I've spent the past couple of weeks playing SOE's new superhero actioner quite heavily.

First off, let me start by saying I've been a DC Comics fan for eons, so SOE would've had to screw up pretty spectacularly for me to dislike this game. That said, all is certainly not well in Gotham or Metropolis from a community standpoint, though it's not the community's fault. What exactly do I mean by that? Use the travel power of your choice to get past the cut and find out.

Continue reading Community Detective Issue #18: DC Universe Online [Updated]

MassivelyCommunity Detective Issue #18: DC Universe Online [Updated] originally appeared on Massively on Tue, 01 Feb 2011 17:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>chatcommunitycommunity-detectivecustomer-servicedcDC Comicsdc-universe-onlineDcComicsdcuofeaturedlaunch-communityopinionpvesoeSony-Online-Entertainmentuivirtue-and-viceTue, 01 Feb 2011 17:00:00 EST<![CDATA[Frogster not giving in to hacker's demands]]>http://massively.joystiq.com/2011/02/01/frogster-not-giving-in-to-hackers-demands/http://massively.joystiq.com/2011/02/01/frogster-not-giving-in-to-hackers-demands/http://massively.joystiq.com/2011/02/01/frogster-not-giving-in-to-hackers-demands/#commentsFiled under: , , , , ,

Free-to-play giant Frogster isn't playing along with Cpt.Z3r0, a hacker who resorted to blackmail and account theft to voice his views about the company's customer service and forum culture. Frogster, which publishes Runes of Magic, was stung by the release of over 2,000 RoM account names and passwords to its public forum last month, and has since been working to repair the damage done to its security systems as well as its reputation.

"Our team has to focus and work on making the system more secure, on managing the whole incident. It means that they can't work on their regular goals and targets, like making events for the game, or improving it in other ways," company COO Dirk Weyel told GamesIndustry.biz.

A police investigation into the hacking incident is ongoing, and Frogster is tight-lipped regarding any possible changes or improvements to its customer service apparatus, preferring instead to concentrate its PR firepower on the anonymous hacker. "Why is someone so angry? Why do they want to harm Frogster and the user base? Obviously, in any community you have people who complain. Some of them are reasonable, and some complain in a way that is unacceptable," Weyel said. He goes on to acknowledge that Frogster's community management isn't perfect, and that open and transparent communication are the ultimate goals.

MassivelyFrogster not giving in to hacker's demands originally appeared on Massively on Tue, 01 Feb 2011 10:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>account-securityblackmailcommunitycpt.z3r0customer-servicedirk-weyelf2pfree-to-playfrogsterfrogster-interactivehackingromrunes-of-magicsecurityTue, 01 Feb 2011 10:00:00 EST<![CDATA[Community Detective Issue #17: Runes of Magic]]>http://massively.joystiq.com/2011/01/18/community-detective-issue-17-runes-of-magic/http://massively.joystiq.com/2011/01/18/community-detective-issue-17-runes-of-magic/http://massively.joystiq.com/2011/01/18/community-detective-issue-17-runes-of-magic/#commentsFiled under: , , , , ,

Welcome to issue 17 of Community Detective (wow, 17, has it been that many already?). Anyhow, this week I figured I'd broaden my horizons a little bit. While I've delved into the free-to-play genre before with Global Agenda, Hi-Rez Studios' MMO shooter is not your average F2P title (there's no item shop, for example, and the game is one of a recent spate of MMOs to start off with a subscription and subsequently switch to F2P). This time around, I'm well and truly submerging myself in a "real" (i.e., from the ground up) F2P game, and the subject of this week's study is Runes of Magic.

Runewaker's fantasy world is nearing its second birthday, and the first year and change hasn't been without controversy. The game is published by Frogster in both America and Europe, and the German-based giant is often called onto the carpet by fans upset with its zealous forum moderation and alleged poor customer service.

How bad is it really? Well the community portion of the equation was quite good. On the other hand, the support experience wasn't good by any stretch of the imagination. As with all Community Detective pieces though, that comes with the disclaimer that this report stems from a very specific set of circumstances (i.e., your mileage may vary).

Continue reading Community Detective Issue #17: Runes of Magic

MassivelyCommunity Detective Issue #17: Runes of Magic originally appeared on Massively on Tue, 18 Jan 2011 18:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>community-detectivecommunity-pollingcustomer-servicef2pfantasyfeaturedfree-to-playfrogsterfrogster-americafrogster-interactivehassleitem-shopopinionromrunes-of-magicrunewakerrunewaker-entertainmentTue, 18 Jan 2011 18:00:00 EST<![CDATA[The Game Archaeologist and the NeverEnding Quest: A cozy chit-chat with Thom Terrazas]]>http://massively.joystiq.com/2011/01/18/the-game-archaeologist-and-the-neverending-quest-a-cozy-chit-ch/http://massively.joystiq.com/2011/01/18/the-game-archaeologist-and-the-neverending-quest-a-cozy-chit-ch/http://massively.joystiq.com/2011/01/18/the-game-archaeologist-and-the-neverending-quest-a-cozy-chit-ch/#commentsFiled under: , , , ,

Welcome back to the Game Archaeologist's third week of our EverQuest expedition! So, OK, we lost a few valued members of our team crossing the wilds of Norrath, but who would ever think that 10 rats could be so vicious when out for vengeance? It comes with the territory, and really, it's well worth the loss of human life if we can educate just one soul on one of the most influential MMOs of all time. Their mothers will understand their sacrifice.

We've already taken a look at the highlights of EverQuest and the perspectives of several veterans of the game, which means this week we must be gearing up for an inside look into the machinations of grinding, hell levels, alternative advancement and DKP. For this, we struggled through the Swamp of Sony to find the ramshackle hut of Thom Terrazas -- and he was expecting us. A fight ensued, with many a chicken flung in anger, not to mention a few pokes in the eye, Three Stooges-style. But in the end, Terrazas capitulated and told us everything we wanted to know.

Thom Terrazas almost has all his SOE merit badges, having worked on Planetside, Vanguard and now EverQuest in various roles. I was curious -- what was it like to be handed the keys to not just a game, but a veritable institution? Hit the jump to see what Terrazas has to say about his favorite memories, the future of the game, and why EQ hit it out of the park in 1999.

Continue reading The Game Archaeologist and the NeverEnding Quest: A cozy chit-chat with Thom Terrazas

MassivelyThe Game Archaeologist and the NeverEnding Quest: A cozy chit-chat with Thom Terrazas originally appeared on Massively on Tue, 18 Jan 2011 14:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>989-studiosAlan-VanCouveringcircle-of-lifecommunitycustomer-servicedkpdndDoug-CronkhiteDungeons-and-Dragonseqeq-nexteq2eqiieqoaeverquesteverquest-2everquest-iieverquest-nexteverquest-online-adventuresexpansionf2pfree-to-playgame-breakergame-mastergmhousingLydia-Popemlbneeeeerdsnorrathplanes-of-powerplanetsideplayer-housingraidraidingscars-of-veliousshadows-of-luclinsoeSony-Online-Entertainmentswamp-of-sonythe-game-archaeologistthe-ruins-of-kunarkthom-terrazasthree-stoogesunderwearvanguardTue, 18 Jan 2011 14:00:00 EST<![CDATA[Community Detective Issue #16: Lineage II]]>http://massively.joystiq.com/2011/01/04/community-detective-issue-16-lineage-ii/http://massively.joystiq.com/2011/01/04/community-detective-issue-16-lineage-ii/http://massively.joystiq.com/2011/01/04/community-detective-issue-16-lineage-ii/#commentsFiled under: , , , ,

Community Detective banner - Lineage II
Welcome to a new year of Community Detective. To kick things off, I'm going back in time -- way back in time, to 2004 to be exact -- as this was the year NCsoft's Lineage II debuted in America. Why profile the community and customer service of a game that's almost seven years old? Well, Lineage II is still going strong and drawing players from all over the world. NCsoft also continues to pour money and developer resources into the game (the latest example being the new Goddess of Destruction expansion) despite the existence of newer, similarly themed fantasy projects like Aion and Blade & Soul.

Clearly, then, Lineage II is still relevant in some quarters, and in light of that fact, I've spent the past couple of weeks toodling around the kingdom of Aden.

Continue reading Community Detective Issue #16: Lineage II

MassivelyCommunity Detective Issue #16: Lineage II originally appeared on Massively on Tue, 04 Jan 2011 17:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>adencommunitycommunity-detectivecommunity-pollingcommunity-questionscustomer-servicefantasyfeaturedL2Lineage IIlineage-2lineage-iiLineageIincsoftNCsoft-North-Americancsoft-westopinionTue, 04 Jan 2011 17:00:00 EST<![CDATA[Community Detective Issue #15: 2010's best (and worst) case files]]>http://massively.joystiq.com/2010/12/21/community-detective-issue-15-2010s-best-and-worst-case-file/http://massively.joystiq.com/2010/12/21/community-detective-issue-15-2010s-best-and-worst-case-file/http://massively.joystiq.com/2010/12/21/community-detective-issue-15-2010s-best-and-worst-case-file/#commentsFiled under: , , , , , , , , ,

Hi kids, it's your friendly neighborhood Community Detective and I'm back with the final issue of 2010. Next year looks to be an exciting and somewhat scary time for MMORPG communities and customer service. Not only are we staring down the barrel of four new hugely anticipated AAA titles (RIFT, TERA, Guild Wars 2, and The Old Republic), but there are also quite a few existing games that I've yet to visit in an official capacity, as well as a couple that have undergone drastic changes and merit another review (the F2P conversion in Lord of the Rings Online and sweeping server merges in Aion and EverQuest II, for example).

Prior to moving forward, however, it's always fun to take a look back (particularly at this time of year). Join me after the cut for a year-end recap of 2010's most memorable case studies.

Continue reading Community Detective Issue #15: 2010's best (and worst) case files

MassivelyCommunity Detective Issue #15: 2010's best (and worst) case files originally appeared on Massively on Tue, 21 Dec 2010 10:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>2010-recapBlizzardBlizzard-Entertainmentcommunity-detectivecommunity-pollingcustomer-serviceend-of-the-yearend-of-the-year-2010fallen-earthfallen-earth-llcfeaturedglobal-agendahi-rezhi-rez-studiosholiday-2010icarusicarus-studiosmythicmythic-eaMythic-EntertainmentopinionrecapsoevanguardVanguard-Saga-of-HeroeswarWarhammer-OnlineWorld-of-WarcraftwowTue, 21 Dec 2010 10:00:00 EST<![CDATA[The Soapbox: Accessibility and customer service]]>http://massively.joystiq.com/2010/12/14/the-soapbox-accessibility-and-customer-service/http://massively.joystiq.com/2010/12/14/the-soapbox-accessibility-and-customer-service/http://massively.joystiq.com/2010/12/14/the-soapbox-accessibility-and-customer-service/#commentsFiled under: , , , ,

Disclaimer: The Soapbox column is entirely the opinion of this week's writer and does not necessarily reflect the views of Massively as a whole. If you're afraid of opinions other than your own, you might want to skip this column.

I was originally pulled into World of Warcraft by two real-life friends of mine. They liked the game, played for a year or so, and then quit playing. They never got sucked into the world of MMOs like I did. I don't think they ever will either. It's not that they aren't gamers or that they don't fit into the culture. Maybe for their own reasons, they'd never play an MMO again... life and all that. But one interesting thing they told me makes me think they really will never play an MMO again: imperfect games.

Now, besides the fact that no game -- online or off -- is perfect, there appears to me to be a great disparity in the functionality between MMOs and single-player games. It's easy to see how someone similar to me can work his way past a few speed bumps to get an MMO up and running, but what about a computer-illiterate person? Before there's even talk of bugs in the game or of the game being fun or not, there's an issue of accessibility and customer service. I want to talk about accessibility and customer service in this round of the Soapbox.

Continue reading The Soapbox: Accessibility and customer service

MassivelyThe Soapbox: Accessibility and customer service originally appeared on Massively on Tue, 14 Dec 2010 18:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>accessibilitybugsclientcomputer-illiteratecomputer-savvyculturecustomer-servicedownload-errorease-of-useerrorfeaturedfirst-mmofirst-time-playergame-instructionsglitchglitchesinstructionsjeremy-strattonlord-of-the-rings-onlinelotroomgwtfbbqproblemsoapboxthe-soapboxtrouble-shootingtroubleshootingworld-of-warcraftwowTue, 14 Dec 2010 18:00:00 EST<![CDATA[Community Detective Issue #14: A conversation with SOE customer service]]>http://massively.joystiq.com/2010/12/07/community-detective-issue-14-a-conversation-with-soe-customer/http://massively.joystiq.com/2010/12/07/community-detective-issue-14-a-conversation-with-soe-customer/http://massively.joystiq.com/2010/12/07/community-detective-issue-14-a-conversation-with-soe-customer/#commentsFiled under: , , , , , , , , , , , ,


Welcome back folks, and yes it is time for the latest installment of Community Detective. Last week I did a bit of a departure from the general column format by interviewing Funcom Customer Service Manager Edward Walsh III. This week, I'm doing something similar, but the spotlight is shifting to Sharon Morris, Director of Customer Service for Sony Online Entertainment.

Join me after the cut for an exclusive peek behind the curtain of the customer service apparatus at SOE, as we talk about breaking into the industry, the SOE Guide program, and more.

Continue reading Community Detective Issue #14: A conversation with SOE customer service

MassivelyCommunity Detective Issue #14: A conversation with SOE customer service originally appeared on Massively on Tue, 07 Dec 2010 09:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>Clone-Wars-Adventurescommunity-detectivecommunity-pollingcsrcustomer-servicecwaeqEQ2EQIIeverquestEverQuest-2everquest-iiexclusivefeaturedfree-realmsinterviewinterviewsopinionsharon-morrissoeSony-Online-Entertainmentstar-wars-galaxiesswgvanguardTue, 07 Dec 2010 09:00:00 EST<![CDATA[Community Detective, Issue #12: World of Warcraft]]>http://massively.joystiq.com/2010/11/09/community-detective-issue-12-world-of-warcraft/http://massively.joystiq.com/2010/11/09/community-detective-issue-12-world-of-warcraft/http://massively.joystiq.com/2010/11/09/community-detective-issue-12-world-of-warcraft/#commentsFiled under: , , , ,


Hey look, it's time for another installment of Community Detective! This week, boys and girls, we're going to venture where many folks have ventured before: the lands of Azeroth. That's right, World of Warcraft awaits, and I figured it's high time we took a look at the community and customer service aspects of the industry's resident titan. To be honest, I had a bit of an ulterior motive: I've been playing the game in my spare time, the better to get in and enjoy the old-world scenery a bit before Deathwing does his Pearl Harbor re-enactment on December 7th. So, why not kill two birds with one stone, right?

While the reigning MMORPG subscription champion's community is often referred to as the stuff nightmares are made of, the customer service is some of the best in the business. Yes, yes, I know, WoW's devs stole your lunch money, kicked your dog, and ran over your mother with their gold-plated sports coupes, so how much did Blizzard pay me to say it has good customer service?

Flip past the cut to find out.

Continue reading Community Detective, Issue #12: World of Warcraft

MassivelyCommunity Detective, Issue #12: World of Warcraft originally appeared on Massively on Tue, 09 Nov 2010 16:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>BlizzardBlizzard-EntertainmentBlizzardEntertainmentcommunitycommunity-detectivecommunity-pollingcustomer-servicefeaturedopinionWorld of WarcraftWorld-of-WarcraftWorldOfWarcraftwowTue, 09 Nov 2010 16:00:00 EST<![CDATA[Community Detective Issue #11: Global Agenda]]>http://massively.joystiq.com/2010/10/26/community-detective-issue-11-global-agenda/http://massively.joystiq.com/2010/10/26/community-detective-issue-11-global-agenda/http://massively.joystiq.com/2010/10/26/community-detective-issue-11-global-agenda/#commentsFiled under: , , , , ,


It's time to bring the pain, Community Detective style. What style is that exactly? Well, I don't rightly know, as the column just recently passed the ten issue mark and said style is still developing. Rookie jitters notwithstanding, this week's issue is all about pain -- my pain to be exact. The kind of pain that happens when I subject myself to things that I'm not really a fan of. In this case, F2P and PvP (at the same time, oh noes!!).

Anyhow, strap on your jetpacks and blast past the cut where I'll give you the low-down on the community and customer service in Hi-Rez Studios' massively multiplayer third-person shooter known as Global Agenda. Surprisingly, my fortnight of probing the game's community brought about the completely unexpected realization that I actually enjoy the game, so there might be a few bits of commentary related to that as well. You just never can tell.

Continue reading Community Detective Issue #11: Global Agenda

MassivelyCommunity Detective Issue #11: Global Agenda originally appeared on Massively on Tue, 26 Oct 2010 16:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>community-detectivecommunity-pollingcustomer-servicefeaturedglobal-agendaglobal-agenda-hi-rezhi-rezhi-rez-global-agendahi-rez-studiosopinionTue, 26 Oct 2010 16:00:00 EST<![CDATA[Community Detective Issue 10: Final Fantasy XIV]]>http://massively.joystiq.com/2010/10/12/community-detective-issue-10-final-fantasy-xiv/http://massively.joystiq.com/2010/10/12/community-detective-issue-10-final-fantasy-xiv/http://massively.joystiq.com/2010/10/12/community-detective-issue-10-final-fantasy-xiv/#commentsFiled under: , , , ,


Welcome to the Eorzea edition of Massively's Community Detective. I've been spending a fair bit of time in Square-Enix's Final Fantasy XIV of late and have finally managed to collate some data on the game's community and customer service apparatus. Those of you looking for a ranty review of Square's much-maligned epic probably won't find what you're looking for here, although I'll occasionally offer a bit of side commentary on my in-game experiences to go along with the usual community questions and support tickets.

Without further ado then, let's jump into the Age of Adventure.

Continue reading Community Detective Issue 10: Final Fantasy XIV

MassivelyCommunity Detective Issue 10: Final Fantasy XIV originally appeared on Massively on Tue, 12 Oct 2010 15:30:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>besaidcommunity-detectivecommunity-pollingcommunity-questionscustomer-servicecustomer-service-case-filesfeaturedff14ffxivfinal-fantasy-14final-fantasy-xivopinionsquareSquare-EnixSquareEnixTue, 12 Oct 2010 15:30:00 EST<![CDATA[Community Detective, Issue #9: Pirates of the Burning Sea]]>http://massively.joystiq.com/2010/09/28/community-detective-issue-9-pirates-of-the-burning-sea/http://massively.joystiq.com/2010/09/28/community-detective-issue-9-pirates-of-the-burning-sea/http://massively.joystiq.com/2010/09/28/community-detective-issue-9-pirates-of-the-burning-sea/#commentsFiled under: , , , ,


Yarr! Hmm, not really. YARRRRRRR! That's a little better. Ahoy, mateys. Talk Like a Pirate Day may be over, but that isn't stopping me from navigating the rough waters of Flying Lab Software's Pirates of the Burning Sea for this week's issue of Community Detective. The game's a fair bit of fun, and since it recently joined the F2P bandwagon that all the cool kids are jumping on these days, it's likely to become more popular in the near future.

As such, much like I did with Turbine's Lord of the Rings Online, I wanted to get a look at the game's community and customer service apparatus both before and after the payment model switcheroo. So how are the social aspects of the SOE-published title shaping up? Well, the customer service is pretty spot on. The community? Well, I'll be kind (for now) and simply say that it leaves a little something to be desired.

Sail past the cut to learn more.

Continue reading Community Detective, Issue #9: Pirates of the Burning Sea

MassivelyCommunity Detective, Issue #9: Pirates of the Burning Sea originally appeared on Massively on Tue, 28 Sep 2010 13:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>communitycommunity-detectivecommunity-pollingcustomer-servicefeaturedflying-labflying-lab-softwarehistoricalopinionpiratesPirates-of-the-Burning-SeapotbssoeSony-Online-EntertainmentyarrrTue, 28 Sep 2010 13:00:00 EST<![CDATA[Massively's Community Detective, Issue #8: Fallen Earth]]>http://massively.joystiq.com/2010/09/21/massivelys-community-detective-issue-8-fallen-earth/http://massively.joystiq.com/2010/09/21/massivelys-community-detective-issue-8-fallen-earth/http://massively.joystiq.com/2010/09/21/massivelys-community-detective-issue-8-fallen-earth/#commentsFiled under: , , , , ,


Welcome to another installment of Massively's Community Detective. This week, I pay a visit to a region decimated by economic and environmental collapse, widespread ignorance, and social anarchy run amok. No, it's not 21st century America but rather the fictional future-world of the Grand Canyon province as depicted in Icarus Studios' Fallen Earth. Travel forward in time with me to 2156 as we dodge plagues, mutated animals, and a big bit of nasty called the Shiva virus that lurks in the dark and dusty corners of the American southwest.

What exactly does this grim future hold? Is there hope for mankind? Have Facebook and American Idol died horrible, well-deserved deaths? Are Cool Ranch Doritos still available? Who cares about all that, we just want to know whether MMORPGs have great communities and good customer service, right? Fortunately, Fallen Earth fits both bills, even though each institution has its quirks.

Find out what's good, bad, and ugly about the game's social elements after the break.

Continue reading Massively's Community Detective, Issue #8: Fallen Earth

MassivelyMassively's Community Detective, Issue #8: Fallen Earth originally appeared on Massively on Tue, 21 Sep 2010 11:30:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>community-detectivecommunity-pollingcustomer-servicefallen-earthfallen-earth-llcfeaturedicarusicarus-studiosopinionpost-apocalypticsci-fisupport-ticketTue, 21 Sep 2010 11:30:00 EST<![CDATA[Massively's Community Detective, Issue #7: Star Wars Galaxies]]>http://massively.joystiq.com/2010/09/07/massivelys-community-detective-issue-7-star-wars-galaxies/http://massively.joystiq.com/2010/09/07/massivelys-community-detective-issue-7-star-wars-galaxies/http://massively.joystiq.com/2010/09/07/massivelys-community-detective-issue-7-star-wars-galaxies/#commentsFiled under: , , , ,


Community Detective is back after a week off and looking forward to bringing you news you can use when evaluating MMORPG communities and customer service. This week, I take a look at our third Sony Online Entertainment title, the venerable sci-fi sandbox known as Star Wars Galaxies.

While SOE gets a lot of hate in the gamer community (much of it, ironically, for the same SWG that we're going to examine today), several of its titles provide some of the best customer service in the business, and SWG is no exception. Similarly, the game's community features an unusually high number of helpful people, particularly on the Starsider server.

Follow along after the cut to see what we found.

Continue reading Massively's Community Detective, Issue #7: Star Wars Galaxies

MassivelyMassively's Community Detective, Issue #7: Star Wars Galaxies originally appeared on Massively on Tue, 07 Sep 2010 10:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>communitycommunity-detectivecommunity-pollingcustomer-servicedeleted-itemfeaturedmos-eisleymos-eisley-cantinasoeSony-Online-Entertainmentstar-wars-galaxiesstarsiderswgveteran-rewardsveteran-titleTue, 07 Sep 2010 10:00:00 EST<![CDATA[Massively's Community Detective, Issue #6: Lord of the Rings Online]]>http://massively.joystiq.com/2010/08/24/massivelys-community-detective-issue-6-lord-of-the-rings-onl/http://massively.joystiq.com/2010/08/24/massivelys-community-detective-issue-6-lord-of-the-rings-onl/http://massively.joystiq.com/2010/08/24/massivelys-community-detective-issue-6-lord-of-the-rings-onl/#commentsFiled under: , , , ,


If you've been playing MMORPGs for any length of time, or you keep up with the latest happenings around the industry, you're probably familiar with Lord of the Rings Online's Landroval server. In addition to being the "unofficial" roleplay server for Turbine's Tolkien-based MMORPG, Landroval is consistently mentioned as one of the finest communities in online gaming. Whether it be in forum discussions on various gaming websites, chats with gaming buddies, or even internal discussions here at Massively, Landroval is almost always referenced when someone asks about a friendly server that offers a dense and mature population.

For this week's issue of Community Detective, we decided to put Landroval to the test. While the community lived up to its billing, we did encounter some curious inconsistencies with regard to Turbine's customer service. Head past the cut for our findings and impressions.

Continue reading Massively's Community Detective, Issue #6: Lord of the Rings Online

MassivelyMassively's Community Detective, Issue #6: Lord of the Rings Online originally appeared on Massively on Tue, 24 Aug 2010 16:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>breecommunity-detectivecommunity-pollingcommunity-questionscustomer-servicecustomer-service-case-filesdeleted-itemesteldinfeaturedlandrovallord-of-the-ringslord-of-the-rings-onlinelotroprancing-ponyroleplaythe-shirethorins-gateturbineTue, 24 Aug 2010 16:00:00 EST<![CDATA[Massively's Community Detective, Issue #5: Vanguard - Saga of Heroes]]>http://massively.joystiq.com/2010/08/17/massivelys-community-detective-issue-5-vanguard-saga-of-he/http://massively.joystiq.com/2010/08/17/massivelys-community-detective-issue-5-vanguard-saga-of-he/http://massively.joystiq.com/2010/08/17/massivelys-community-detective-issue-5-vanguard-saga-of-he/#commentsFiled under: , , ,


Much has been written around the MMO blogosphere regarding SOE's Vanguard: Saga of Heroes. From its troubled beginnings as a not-quite-ready-for-launch title, to fledgling Sigil Games Online's financial difficulties, to lead designer Brad McQuaid's well-publicized struggles with management and personal issues, the spiritual successor to EverQuest has always had a bit of a dark cloud hovering over its head.

Happily, a fun game remains despite all the problems, and the title's snake-bit tendencies don't seem to have affected either its community or its customer service.

Fly past the cut (on your rented pegasus) for more.

Continue reading Massively's Community Detective, Issue #5: Vanguard - Saga of Heroes

MassivelyMassively's Community Detective, Issue #5: Vanguard - Saga of Heroes originally appeared on Massively on Tue, 17 Aug 2010 16:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>communitycommunity-detectivecustomer-servicecustomer-service-case-filesdeleted-characterdeleted-itemfeaturedpetitionpickup-grouppugserver-mergesoeSony-Online-EntertainmenttelonvanguardVanguard-Saga-of-HeroesTue, 17 Aug 2010 16:00:00 EST<![CDATA[Massively's Community Detective, Issue #4: Warhammer Online [Updated]]]>http://massively.joystiq.com/2010/08/10/massivelys-community-detective-issue-4-warhammer-online/http://massively.joystiq.com/2010/08/10/massivelys-community-detective-issue-4-warhammer-online/http://massively.joystiq.com/2010/08/10/massivelys-community-detective-issue-4-warhammer-online/#commentsFiled under: , , ,


"Don't roll a black orc, they'll just piss you off [since] newbies don't know how to back you up," said one of the helpful folks on Warhammer Online's Badlands server when I asked about class choice. While you may disagree with his assessment, he was one member of a very friendly community, and one of many that took the time to answer questions and make a new player feel welcome on multiple occasions.

Unfortunately that's more than I can say for Mythic's customer service department. When it bothered to respond, it wasn't inclined to help with the simplest of support tickets, nor provide any sort of explanation.

Waaagh WAAAGH! past the cut for more.

Continue reading Massively's Community Detective, Issue #4: Warhammer Online [Updated]

MassivelyMassively's Community Detective, Issue #4: Warhammer Online [Updated] originally appeared on Massively on Tue, 10 Aug 2010 13:30:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>communitycommunity-detectivecustomer-servicecustomer-service-case-filesfeaturedmythicmythic-eaMythic-EntertainmentWarhammerwarhammer-eaWarhammer-Onlinewarhammer-online-eaTue, 10 Aug 2010 13:30:00 EST<![CDATA[Massively's Community Detective, Issue #3: Aion]]>http://massively.joystiq.com/2010/08/03/massivelys-community-detective-issue-3-aion/http://massively.joystiq.com/2010/08/03/massivelys-community-detective-issue-3-aion/http://massively.joystiq.com/2010/08/03/massivelys-community-detective-issue-3-aion/#commentsFiled under: , , , ,


"There is currently a wait of about five days from the time you sent your request. We will continue to do all we can to reduce the wait time." So says a portion of the support email we received from NCsoft over the weekend while preparing the notes for this week's issue of Community Detective. Five days? Five days! Well, the good news is that the debacle had a happy ending. The bad news is that the wait, and a few vocal community members, colored our current perceptions of Aion.

Welcome to another issue of Massively's Community Detective. This week we're changing up our format just a bit to focus on a single MMORPG. Aion goes under the microscope today, and the PvPvE title skews a bit more towards conventional MMOs than last week's EVE/Darkfall duo.

Before we dive into the world of Atreia, let's reiterate the column's purpose, as well as outline our current methods. Fly past the cut for more.

Continue reading Massively's Community Detective, Issue #3: Aion

MassivelyMassively's Community Detective, Issue #3: Aion originally appeared on Massively on Tue, 03 Aug 2010 15:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>aionaion-the-tower-of-eternitycommunity-detectivecommunity-reportscustomer-servicefeaturedgmin-game-helpisraphelncsoftopinionpetitionpugpugspvepvppvpvezikelTue, 03 Aug 2010 15:00:00 EST<![CDATA[Massively's Community Detective, Issue #2: Darkfall and EVE Online]]>http://massively.joystiq.com/2010/07/27/massivelys-community-detective-issue-2-darkfall-and-eve-onli/http://massively.joystiq.com/2010/07/27/massivelys-community-detective-issue-2-darkfall-and-eve-onli/http://massively.joystiq.com/2010/07/27/massivelys-community-detective-issue-2-darkfall-and-eve-onli/#commentsFiled under: , , , , , , ,


"We hope you understand that there's nothing we can do at the moment," says the support email we just received from Aventurine, developers of Darkfall. Not exactly what you want to hear from customer service, is it?

Welcome to another issue of Massively's Community Detective, where we're primed and ready to take you into the trenches of MMORPG community and customer service. This week we've got full-blown battlefields complete with land mines, dismemberment, e-peen waving, and all the other things you've come to know and love about PvP. Yes, we're delving into the world of Darkfall, and if that's not enough for you, we'll also be heading for the heavens in a very different (but equally cutthroat) PvP sandbox called EVE Online.

Join us after the cut to see how these two titles fared in terms of community and customer service support.

Continue reading Massively's Community Detective, Issue #2: Darkfall and EVE Online

MassivelyMassively's Community Detective, Issue #2: Darkfall and EVE Online originally appeared on Massively on Tue, 27 Jul 2010 13:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>aventurineccpCCP-Gameschatcommunity-detectivecommunity-investigationscommunity-managercsrcustomer-servicedarkfalldarkfall-onlineeveeve-onlineeve-universityfeaturedincarnaopinionpugpugspvpsandboxTue, 27 Jul 2010 13:00:00 EST<![CDATA[Massively's Community Detective: The customer service case files, Issue #1]]>http://massively.joystiq.com/2010/07/20/massivelys-community-detective-the-customer-service-case-files/http://massively.joystiq.com/2010/07/20/massivelys-community-detective-the-customer-service-case-files/http://massively.joystiq.com/2010/07/20/massivelys-community-detective-the-customer-service-case-files/#commentsFiled under: , , , ,

"Glad you made it to Age of Conan, and please, please feel free to look me up if you need any further help or want a group." When that bit of purple private tell text scrolled through the chat box of of our newly created guardian last week, it was clear that we weren't finding what we initially expected when we set out to research the community in Funcom's sword and sorcery MMORPG.

Welcome to the inaugural issue of Massively's Community and Customer Service Investigations. Together we'll be examining all kinds of interesting factoids about both the community and customer service aspects of your favorite MMORPGs. If community is the heartbeat of this genre, we're here to take its pulse, and arm you with the information you need to make informed decisions when it comes time to look for greener pastures. Similarly, a game's customer service record can provide a gauge on everything from the professionalism of the overall operation to the health of the company behind it, and our investigations will put the system through its paces to bring you both hard data and analysis over time.

This week's issue examines two PvE-focused games, one large and one small, in the form of EverQuest II and Age of Conan, respectively.

Join us after the cut to see how the titles fared in terms of community and customer service.

Continue reading Massively's Community Detective: The customer service case files, Issue #1

MassivelyMassively's Community Detective: The customer service case files, Issue #1 originally appeared on Massively on Tue, 20 Jul 2010 12:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>age-of-conancommunitycommunity-detectivecommunity-pulsecustomer-servicecustomer-service-case-filesEQ2EQIIEverQuest-2everquest-iifeaturedfuncomsoeSony-Online-EntertainmentTue, 20 Jul 2010 12:00:00 EST<![CDATA[Funcom's Morrison answers frank forum questions]]>http://massively.joystiq.com/2010/06/22/funcoms-morrison-answers-frank-forum-questions/http://massively.joystiq.com/2010/06/22/funcoms-morrison-answers-frank-forum-questions/http://massively.joystiq.com/2010/06/22/funcoms-morrison-answers-frank-forum-questions/#commentsFiled under: , ,

Game developers are rarely forthcoming with their customers, and given the realities of competition and the amount of money funneled into marketing budgets these days, that's not really surprising. What is surprising is the accessibility and frankness of developers like Age of Conan game director Craig "Silirrion" Morrison, who recently took the time to post at length on the game's forums.

The Funcom executive producer responded directly to a number of questions generated by an unhappy subscriber, and, even though the ensuing discussion occasionally veered into troll territory, managed to acquit himself (and the game) rather well.

"Firstly I don't think we need a 'savior game plan' as we don't need 'saving'. The game is stable and has just had a succesful launch of an expansion pack. Is there stuff we still want to improve? Yes, there sure is, and is there lots of new stuff we want to add in over the coming years, yup, same again, definitely is. So no resting on laurels, MMO development is an ongoing affair and we are committed to keep on improving the game and what it offers," Morrison wrote.

You can read the full exchange on the official Age of Conan forums.

MassivelyFuncom's Morrison answers frank forum questions originally appeared on Massively on Tue, 22 Jun 2010 16:00:00 EST. Please see our terms for use of feeds.

Read | Permalink | Email this | Comments]]>age-of-conancraig-morrisoncustomer-relationscustomer-serviceforumsfuncomsilirrionTue, 22 Jun 2010 16:00:00 EST<![CDATA[Final Fantasy XI accounts compromised]]>http://massively.joystiq.com/2010/06/08/final-fantasy-xi-accounts-compromised/http://massively.joystiq.com/2010/06/08/final-fantasy-xi-accounts-compromised/http://massively.joystiq.com/2010/06/08/final-fantasy-xi-accounts-compromised/#commentsFiled under: , , ,

With the highly anticipated June version update just around the corner, the last thing that Final Fantasy XI players want is something to distract them from the promise of wonderful things in the near future. But it's hard to ignore something as significant as a security breach, and that appears to be what has happened to the game. According to an official statement from Square-Enix, an external attack on their servers resulted in a potential compromise of some of the game's account information, although the statement was quick to point out that no payment information was violated.

That alone would be bad, but the actions taken by Square-Enix to inform players have been a bit haphazard, including prolonged outages of the North American customer service department. Many players have had their passwords reset, in some cases resulting in their accounts being outright locked with no way to regain access. Players are encouraged to check their email and ensure that they can still log in to the game as before, and to contact customer service if they're unable to log in to Final Fantasy XI or the PlayOnline service.

MassivelyFinal Fantasy XI accounts compromised originally appeared on Massively on Tue, 08 Jun 2010 18:30:00 EST. Please see our terms for use of feeds.

Read | Permalink | Email this | Comments]]>accountaccount-securitycustomer-serviceffff11ffxifinal-fantasyfinal-fantasy-11final-fantasy-xisecuritysecurity-issueservice-departmentsquaresquare-enixTue, 08 Jun 2010 18:30:00 EST<![CDATA[Anti-Aliased: The customers aren't always right, but they should be supported]]>http://massively.joystiq.com/2010/05/27/anti-aliased-the-customers-arent-always-right-but-they-should/http://massively.joystiq.com/2010/05/27/anti-aliased-the-customers-arent-always-right-but-they-should/http://massively.joystiq.com/2010/05/27/anti-aliased-the-customers-arent-always-right-but-they-should/#commentsFiled under: , , , ,

The customer isn't always right. Trust me, I know, I use to work at GameStop. *shivers at the thought of pushing reserves* Sometimes, the customer is wrong -- dead wrong -- but that doesn't mean the customer shouldn't be supported and appreciated.

Customer support is one of those areas of MMO games that often goes overlooked when it goes right, or put under a spotlight when it goes wrong. There is no middle ground with that department, and the many good people who put long hours into making sure your account properly works don't get enough thanks

Well, let's fix that. Today I want to talk about two recent interactions I've had with customer support, but I also want to address a few issues that I have with the system as well.

Continue reading Anti-Aliased: The customers aren't always right, but they should be supported

MassivelyAnti-Aliased: The customers aren't always right, but they should be supported originally appeared on Massively on Thu, 27 May 2010 18:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>account-managementaccount-serviceaccount-servicesbanningsblizzardcsrcustomer-servicecustomer-supportcustomer-support-representativefeaturedgame-mastergmguild-warsgwopinionworld-of-warcraftwowThu, 27 May 2010 18:00:00 EST