How to reach GM Alura's supervisor?

Originally Posted by Moderator 08

I feel for you in having difficulty with Customer Support. I've had several experiences lately with CS while playing the game, and while every encounter I've had was resolved satisfactorily (in most cases very quickly) it was still frustrating. A portion of my frustration may be because my play time is so limited that spending time waiting for Customer Support is like nails on a chalkboard, but that is a personal issue.

There are a few things I try to remember however, every time that I am dealing with customer support that makes the whole experience much more easy to deal with.

1) CS is incredibly busy, especially if you play during peak hours. I can take a break and check my market bids every so often throughout the day as long as I'm not super busy, they can't.

2) The standard list of questions is there because it works. While it may not be necessary for many interactions, it's been tried and true to significantly address a large portion of issues that arise. I have to answer the same questions when I interact with CS as you folks do, and most of the time (although not all) I know exactly whats going on.

3) Communication in written format is difficult, especially when there is a heavy use of jargon and slang. The language used is changing and heavily relies on somewhat obscure acronyms. Make sure to explain things as clearly and concisely as possible, and always try to explain things as if you were doing so to someone who has never played the game before. While our GM's are familiar with our game, MoSTF is not necessarily how we refer to it internally.

4) Lower tiers of support do not have the same latitude in addressing issues that higher tiers of support have. That means that getting issues addressed that are more complicated or difficult to resolve takes longer. Always ask yourself if the fix of the situation is worth your time.

5) When you have to contact support, and then wait for a while, you are probably not happy. The GM you have contacted may be finishing an 8 hour shift after dealing with dozens of people who have been a little peeved. And by a little peeved, I'm slightly understating things, similar to calling the invasion of Normandy a minor fracas.

6) If you do have a negative interaction, it is important for our feedback process for us to understand why (and correct the issue if appropriate and possible). Escalating the matter to a higher level of support or contacting support through email for a more full examination of the interaction is appropriate. Identifying trouble areas is key to any improvement in process.

Hope this advice helps a bit,
-Mod08-

Originally Posted by Aett_Thorn

It is against the forum rules to discuss any problems with specific GMs, so you might want to remove the name from the thread title. Just a friendly word of warning there.

Originally Posted by Thaumator

As the title says.

Originally Posted by Thaumator

I never said there was a problem. so I see no rules violation. The name is key, seeing as how she's a Lead GM.

Originally Posted by gec72

I had come to the conclusion (though I could well be wrong) that when a GM contacts you it is with an assumed name (possibly from the same list of semi-fantastical NPC names), and the same individual would adopt a new name for each customer encounter.

Originally Posted by gec72

I had come to the conclusion (though I could well be wrong) that when a GM contacts you it is with an assumed name (possibly from the same list of semi-fantastical NPC names), and the same individual would adopt a new name for each customer encounter.

Originally Posted by gec72

I had come to the conclusion (though I could well be wrong) that when a GM contacts you it is with an assumed name (possibly from the same list of semi-fantastical NPC names), and the same individual would adopt a new name for each customer encounter.

Originally Posted by gec72

I had come to the conclusion (though I could well be wrong) that when a GM contacts you it is with an assumed name (possibly from the same list of semi-fantastical NPC names), and the same individual would adopt a new name for each customer encounter.

Originally Posted by White Hot Flash

That would make no sense. How could NCSoft track them when they're using a different name each time they help someone?