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Same gender relationships clarifications?

STAR WARS: The Old Republic > English > Story and Lore
Same gender relationships clarifications?
First BioWare Post First BioWare Post

fabiyun's Avatar


fabiyun
12.06.2012 , 12:33 PM | #3761
It's a copy/paste message. Perhaps Uluain can comment on this as well. I've seen messages with almost the same wording sent to us before (the wording is a bit different due to the translation). Do note that CS is not in on what the devs are up to; the devs don't sit around a table with CS to tell them what they are or are not working on. The latest info we do have from the Q&A says that much of what was said at the Guild Summit is no longer valid. We don't know whether or not this was communicated to CS, and we don't know if CS knows what the devs know about what from the Guild Summit is or is no longer valid.

We still don't know anything. And for me this wouldn't be enough info anyway. The devs need to give us something definitive. Keep the pressure on.
"..the worst kind of DARTH one can dig up!"

Taban's Avatar


Taban
12.06.2012 , 12:42 PM | #3762
Quote: Originally Posted by Lent_San View Post
I just received an answer to my ticket that I opened three days ago, requesting info on implementation of SGRs. The answer I got is in german, but I'll try to translate to the best of my abilities.

---------------------------------------------------------------------------------------------------------------------------------------------------
Thank you very much for your request for more information regarding SGR implementation.

We are still very much engaged implementing extensive (sic!) SGR content into Star Wars: The Old Republic.

As Daniel Erickson said during the guild summit, our writers are already working on content for SGR, yet at this point we can't give you any definitive info on when they will be implemented. We would still like to let you know that this content will be implemented with a future update together with story content.

If you would like to engage in more discussion on this topic, you may join this thread in our forums [... he refers me to this thread here...]

Thanks for your interest in Bioware and this game, we appreciate all our fans and are proud to have such a tolerant and diverse community.

If you have any further questions, don't hesitate to contact us again.

Regards,
*name of customer service rep*
---------------------------------------------------------------------------------------------------------------------------------------------------

Thoughts? I know it's not much, but so much better than nothing. And by referring to this thread here, it kind of gives me confidence that they do read here and know what we're up to, even if they're not posting much.

And the fact that it took them three days to answer my ticket makes me hopeful the CS rep didn't just copy and paste some old info but really researched for his answer and (hopefully) made sure the info he gave was correct.
I hate to break it to you, but 3 days isn't quick. Most of the GM tickets I've opened since f2p launched have taken 1-2 weeks to get a response.

Lent_San's Avatar


Lent_San
12.06.2012 , 12:46 PM | #3763
Quote: Originally Posted by fabiyun View Post
It's a copy/paste message. Perhaps Uluain can comment on this as well. I've seen messages with almost the same wording sent to us before (the wording is a bit different due to the translation). Do note that CS is not in on what the devs are up to; the devs don't sit around a table with CS to tell them what they are or are not working on. The latest info we do have from the Q&A says that much of what was said at the Guild Summit is no longer valid. We don't know whether or not this was communicated to CS, and we don't know if CS knows what the devs know about what from the Guild Summit is or is no longer valid.
We still don't know anything. And for me this wouldn't be enough info anyway. The devs need to give us something definitive. Keep the pressure on.
I do work in Customer Service. In fact I am training CS reps for an american company over here in Germany. While I do not know if this is necessarily true here, my experience is that reps are not trained to copy and paste stuff but to give the best possible answers to customers, in regards to Customer Care. I do not have any reason to believe that Bioware are lazy in this regard. It's well proven that they do react to customer feedback, just not always as quick and eloquent as we may want it.

Reps are encouraged to gather and research information, ask their supervisors, managers, if they're lacking info. No-one needs to sit at a table together.

In this day and age, I am in constant contact with our different departments, researching info for our reps if one has a question and contacts me. You write mails, you call people. You try to get the best possible answer.

At this point, (I'll repeat) I have no reason to believe that Bioware CS functions differently.

Lent_San's Avatar


Lent_San
12.06.2012 , 12:50 PM | #3764
Quote: Originally Posted by Taban View Post
I hate to break it to you, but 3 days isn't quick. Most of the GM tickets I've opened since f2p launched have taken 1-2 weeks to get a response.
Yeah, but mine usually did take 1 day for an answer, remember that I'm in Europe, we're less people playing here and have different GMs. So three days, in my experience, is rather long.

fabiyun's Avatar


fabiyun
12.06.2012 , 12:54 PM | #3765
Quote: Originally Posted by Lent_San View Post
I do work in Customer Service. In fact I am training CS reps for an american company over here in Germany. While I do not know if this is necessarily true here, my experience is that reps are not trained to copy and paste stuff but to give the best possible answers to customers, in regards to Customer Care. I do not have any reason to believe that Bioware are lazy in this regard. It's well proven that they do react to customer feedback, just not always as quick and eloquent as we may want it.

Reps are encouraged to gather and research information, ask their supervisors, managers, if they're lacking info. No-one needs to sit at a table together.

In this day and age, I am in constant contact with our different departments, researching info for our reps if one has a question and contacts me. You write mails, you call people. You try to get the best possible answer.

At this point, (I'll repeat) I have no reason to believe that Bioware CS functions differently.
I've also worked at CS for a couple of companies, ISPs, banks, insurance companies, cable television, etc. I've never been allowed to research anything. In fact responses by email and phone were always monitored on "efficiency", you get a bonus if you deal with them in the shortest amount of time. I don't know about BW's ticket system, but the emails I got from them on my ticket have always been copy paste, and the three times I called them I also noticed they were on a time constraint, one call was taken serious enough to be put through to someone at a higher level who clearly wasn't on a time constraint.
"..the worst kind of DARTH one can dig up!"

Taban's Avatar


Taban
12.06.2012 , 01:01 PM | #3766
Quote: Originally Posted by fabiyun View Post
I've also worked at CS for a couple of companies, ISPs, banks, insurance companies, cable television, etc. I've never been allowed to research anything. In fact responses by email and phone were always monitored on "efficiency", you get a bonus if you deal with them in the shortest amount of time. I don't know about BW's ticket system, but the emails I got from them on my ticket have always been copy paste, and the three times I called them I also noticed they were on a time constraint, one call was taken serious enough to be put through to someone at a higher level who clearly wasn't on a time constraint.
I worked at customer service as well. We didn't have copy paste since mine was via telephone, but we did have lists of talking points, and a certain format we were supposed to follow for every call. When I was promoted to trainer they had me write out scripts for responses to commonly asked questions.

fabiyun's Avatar


fabiyun
12.06.2012 , 01:05 PM | #3767
Quote: Originally Posted by Taban View Post
I worked at customer service as well. We didn't have copy paste since mine was via telephone, but we did have lists of talking points, and a certain format we were supposed to follow for every call. When I was promoted to trainer they had me write out scripts for responses to commonly asked questions.
I've always had programmed scripts to work with. It's a window in the system, you select the issue by category, and from there sub menus pop up. Basically you always needed to keep to the answer that was scripted.
And for things that weren't on the script you could put someone through, but you'd be evaluated on that, if it wasn't deemed an appropriate put through you'd get that in your personnel file. While some people take customer care very serious, most people just go to work and want to keep their jobs. You're not reprimanded for helping a customer to the script, you are for taking too long or making a wrong put through. That is the reality of CS as I've known it since I started working in it in 2004. There's a reason why there are tv shows about bad CS support, it's generally not helpful at all.
"..the worst kind of DARTH one can dig up!"

Lent_San's Avatar


Lent_San
12.06.2012 , 01:08 PM | #3768
Quote: Originally Posted by fabiyun View Post
I've also worked at CS for a couple of companies, ISPs, banks, insurance companies, cable television, etc. I've never been allowed to research anything. In fact responses by email and phone were always monitored on "efficiency", you get a bonus if you deal with them in the shortest amount of time. I don't know about BW's ticket system, but the emails I got from them on my ticket have always been copy paste, and the three times I called them I also noticed they were on a time constraint, one call was taken serious enough to be put through to someone at a higher level who clearly wasn't on a time constraint.
I know this is off-topic so I'll try to make it short. Of course efficiency is a valid concern for any company. You have cost per call, key performance indicators and all that. But quick doesn't necessarily mean you'll have to copy and paste things. Providing quick AND good answers is the goal usually, because if the info you give is insufficient, the client or customer may have to contact you again, costing you more money in the process. So giving good and well researched info can actually be very efficient. Anyways, back to topic now.

Jaspin's Avatar


Jaspin
12.06.2012 , 01:38 PM | #3769
Isn't it mindboggling what a simple "Yes" or "No" a few months ago could have prevented?

Revanchis's Avatar


Revanchis
12.06.2012 , 01:42 PM | #3770
Ya, it'd be nice to hear them say something on the subject, but the best bet for that is probably the GLAAD thing.