Comments on: LoTRO Cancelled: CS and Tech Support Matters! http://www.killtenrats.com/2007/09/04/lotro-cancelled-cs-and-tech-support-matters/ a group of adventurers on an epic quest Fri, 19 Mar 2010 05:37:15 -0600 http://wordpress.org/?v=abc hourly 1 By: Chris http://www.killtenrats.com/2007/09/04/lotro-cancelled-cs-and-tech-support-matters/comment-page-1/#comment-31696 Chris Wed, 27 May 2009 22:34:20 +0000 http://www.killtenrats.com/?p=1213#comment-31696 I think it notable to point out that the customer service person was not being a complete idiot as you automatically assume. You were being the jerk by assuming that LOTRO was Turbine's first MMO just because you haven't heard of Asheron's Call that has been running since 1999. I think it notable to point out that the customer service person was not being a complete idiot as you automatically assume. You were being the jerk by assuming that LOTRO was Turbine’s first MMO just because you haven’t heard of Asheron’s Call that has been running since 1999.

]]> By: Angelman http://www.killtenrats.com/2007/09/04/lotro-cancelled-cs-and-tech-support-matters/comment-page-1/#comment-29211 Angelman Sun, 28 Dec 2008 06:42:59 +0000 http://www.killtenrats.com/?p=1213#comment-29211 Totally disagree with that ihateidiots guy, i have freezing problems as well, the game stops every 4-5minutes for 3sec. didnt happen before, i have updated drivers and all, but LOTRO have some serious programming problems, i am sure about it. Nothing to do with PC, i just bought a new one Totally disagree with that ihateidiots guy, i have freezing problems as well, the game stops every 4-5minutes for 3sec. didnt happen before, i have updated drivers and all, but LOTRO have some serious programming problems, i am sure about it. Nothing to do with PC, i just bought a new one

]]> By: IHateIdiots http://www.killtenrats.com/2007/09/04/lotro-cancelled-cs-and-tech-support-matters/comment-page-1/#comment-27043 IHateIdiots Fri, 25 Jul 2008 20:02:24 +0000 http://www.killtenrats.com/?p=1213#comment-27043 Same game on your computer and your wife's, but probably not the same hardware, or software for that matter. You insist on blaming Tech Support; They are there to support the game, not your PC. Get a grip, blame your POS box, update your drivers (oh, and to reply to your, 'but why when they worked before?' -- because, that's why updates exist :P) So, stop being an idiot; stop expecting Turbine to fix your PC. Same game on your computer and your wife’s, but probably not the same hardware, or software for that matter. You insist on blaming Tech Support; They are there to support the game, not your PC. Get a grip, blame your POS box, update your drivers (oh, and to reply to your, ‘but why when they worked before?’ — because, that’s why updates exist :P)

So, stop being an idiot; stop expecting Turbine to fix your PC.

]]> By: Dosas http://www.killtenrats.com/2007/09/04/lotro-cancelled-cs-and-tech-support-matters/comment-page-1/#comment-26312 Dosas Mon, 14 Apr 2008 05:34:53 +0000 http://www.killtenrats.com/?p=1213#comment-26312 I cancelled myself although I was really into the game by the time I hit level 20. The reason is mainly the game randomly 'freezing' on me and having to reboot my pc. The reasons I got when I contacted support was that there must be some fault with my hardware or my card overheating, or my PSU not being up to job. My pc ran a stress test for 8 hours straight, not once locking up/overheating/crashing. They also told me to run the game on lower settings. Yea right, I blew 300 quid on a 9800gtx to see a game on medium texture settings. Anyway long story short, great game, too bad I can't enjoy it due to its crap/buggy engine. Back to Vanguard for me. I cancelled myself although I was really into the game by the time I hit level 20.

The reason is mainly the game randomly ‘freezing’ on me and having to reboot my pc.

The reasons I got when I contacted support was that there must be some fault with my hardware or my card overheating, or my PSU not being up to job.

My pc ran a stress test for 8 hours straight, not once locking up/overheating/crashing.

They also told me to run the game on lower settings. Yea right, I blew 300 quid on a 9800gtx to see a game on medium texture settings.

Anyway long story short, great game, too bad I can’t enjoy it due to its crap/buggy engine.

Back to Vanguard for me.

]]> By: Buck http://www.killtenrats.com/2007/09/04/lotro-cancelled-cs-and-tech-support-matters/comment-page-1/#comment-25284 Buck Wed, 19 Dec 2007 21:00:09 +0000 http://www.killtenrats.com/?p=1213#comment-25284 Just this past weekend I made the purchase of LOTRO online and the site appeared to freeze just after I placed the order. It said processing order and just stayed on that creen for 20 minutes minimum. So, I decided to try and place the order again, only to come to the same result. About 4 hours later in the day I recieve and email with my game key. Great! An hour later I recieve another email and another game key. Ok I goofed, so I'll sent account support an email and they will reverse one of the charges. No reply. Here it is Wednsday. I very much enjoyed the demo but I must concur that the support and customer service leaves much to be desired. Fortunately in a free marketplace these things have a way of handling themselves. They will either improve and thrive or fall short on subscriptions. Their choice, as it is mine to not support them. Just this past weekend I made the purchase of LOTRO online and the site appeared to freeze just after I placed the order. It said processing order and just stayed on that creen for 20 minutes minimum. So, I decided to try and place the order again, only to come to the same result. About 4 hours later in the day I recieve and email with my game key. Great! An hour later I recieve another email and another game key. Ok I goofed, so I’ll sent account support an email and they will reverse one of the charges. No reply. Here it is Wednsday. I very much enjoyed the demo but I must concur that the support and customer service leaves much to be desired. Fortunately in a free marketplace these things have a way of handling themselves. They will either improve and thrive or fall short on subscriptions. Their choice, as it is mine to not support them.

]]> By: zeef http://www.killtenrats.com/2007/09/04/lotro-cancelled-cs-and-tech-support-matters/comment-page-1/#comment-25019 zeef Mon, 26 Nov 2007 19:08:07 +0000 http://www.killtenrats.com/?p=1213#comment-25019 As a follow-up to earlier posts here, now that Book 11 is out, I should point out that at there has been significant improvement in gameplay/performance on two fronts with the b11 patch: 1. a/v hitching 2. client crashes in instances Much of what was done appears to have been glossed over in the "patch notes", but the changes had a significant positive effect on my system; sufficient to make the game playable again. As a follow-up to earlier posts here, now that Book 11 is out, I should point out that at there has been significant improvement in gameplay/performance on two fronts with the b11 patch:

1. a/v hitching

2. client crashes in instances

Much of what was done appears to have been glossed over in the “patch notes”, but the changes had a significant positive effect on my system; sufficient to make the game playable again.

]]> By: Chasmodeus http://www.killtenrats.com/2007/09/04/lotro-cancelled-cs-and-tech-support-matters/comment-page-1/#comment-24801 Chasmodeus Sat, 03 Nov 2007 18:23:33 +0000 http://www.killtenrats.com/?p=1213#comment-24801 I have recently gone through a very expensive process of QA for LOTRO becuase of the following: http://s212.photobucket.com/albums/cc76/Chasmodeus/?action=view&current=ScreenShot00212.jpg http://s212.photobucket.com/albums/cc76/Chasmodeus/?action=view&current=ScreenShot00210.jpg This problem may not be initially hardware related, but related to Server-side corruption of a character/object data. It has been noted on some WOW Forums that the same effect was seen and the only solution the players could come up with was to completely delete the character/items that may have been the cause. The problem did not appear after the deletion when new characters were created. I have recently gone through a very expensive process of QA for LOTRO becuase of the following:
http://s212.photobucket.com/albums/cc76/Chasmodeus/?action=view&current=ScreenShot00212.jpg
http://s212.photobucket.com/albums/cc76/Chasmodeus/?action=view&current=ScreenShot00210.jpg
This problem may not be initially hardware related, but related to Server-side corruption of a character/object data. It has been noted on some WOW Forums that the same effect was seen and the only solution the players could come up with was to completely delete the character/items that may have been the cause. The problem did not appear after the deletion when new characters were created.

]]> By: Ethic http://www.killtenrats.com/2007/09/04/lotro-cancelled-cs-and-tech-support-matters/comment-page-1/#comment-24308 Ethic Tue, 25 Sep 2007 18:13:33 +0000 http://www.killtenrats.com/?p=1213#comment-24308 The hitching problem is the only one I have with the game, but it happens on all three of my PCs. From average to high end, they all have the same hitching problem. Asheron's Call 2 had the same problem, I think it is related to the engine they use. The hitching problem is the only one I have with the game, but it happens on all three of my PCs. From average to high end, they all have the same hitching problem. Asheron’s Call 2 had the same problem, I think it is related to the engine they use.

]]> By: Raymond Hayes http://www.killtenrats.com/2007/09/04/lotro-cancelled-cs-and-tech-support-matters/comment-page-1/#comment-24307 Raymond Hayes Tue, 25 Sep 2007 17:33:36 +0000 http://www.killtenrats.com/?p=1213#comment-24307 @Zeef : You are truly on target... And go to the mmorpg forums to see so many delusional people who believe the game runs top notch on their systems. It makes me wonder if they have even played an MMO before. I was one of the posters on the lotro forums...and I had a rather LONG thread on the "hitching" issues to show the myriad number of things I did...to no avail...from different cpu's, hard drives, vid cards, memory...you name it...even a complete OS wipe..they still blamed drivers or my PC...which now runs EQ2 admirably.. Example here : http://www.youtube.com/watch?v=GjesCY0JB20 At one point a Dev admitted to the issue, but could not track it down...and guess what? It still exists and I just up an quit..(after being shutdown as well...almost banned for working on the issue,,,but was blamed for using the word "hitch" too many times...reason why it comes up on search engines like google...hehe) Anyways...other games play so much better, and have the mechanics down pat as well..I will probably never return. @Zeef : You are truly on target…
And go to the mmorpg forums to see so many delusional people who believe the game runs top notch on their systems. It makes me wonder if they have even played an MMO before.

I was one of the posters on the lotro forums…and I had a rather LONG thread on the “hitching” issues to show the myriad number of things I did…to no avail…from different cpu’s, hard drives, vid cards, memory…you name it…even a complete OS wipe..they still blamed drivers or my PC…which now runs EQ2 admirably..
Example here : http://www.youtube.com/watch?v=GjesCY0JB20

At one point a Dev admitted to the issue, but could not track it down…and guess what? It still exists and I just up an quit..(after being shutdown as well…almost banned for working on the issue,,,but was blamed for using the word “hitch” too many times…reason why it comes up on search engines like google…hehe)

Anyways…other games play so much better, and have the mechanics down pat as well..I will probably never return.

]]> By: Cyndre http://www.killtenrats.com/2007/09/04/lotro-cancelled-cs-and-tech-support-matters/comment-page-1/#comment-24304 Cyndre Tue, 25 Sep 2007 16:14:19 +0000 http://www.killtenrats.com/?p=1213#comment-24304 @ Age & Zeef: I do blame CS specifically. I have since uninstalling and writing about it, gotten a few emails from readers and friends that have suggested well over 25 possible problems related to this issue, and ways to abate the problem. CS, the people being paid to do this for a very profitible game, had exactly three possible suggestions, and lacked any drive to fix the problem. I don't expect them to magically fix it instantly, but I do expect some form of outreach, follow-through and creativity in solving the problems. If you are quoting the Network Admin for Dummies handbook at me, and you expect me to feel good about that, you are mistaken. In the end, its not about blame or quality... its about my presceptions as a customer and meeting my minimum expectations. Fail to meet those exceptions and you lose a customer. Thats just business 101, and they haven't learned that lesson yet as a company/ division within the company. @ Age & Zeef: I do blame CS specifically. I have since uninstalling and writing about it, gotten a few emails from readers and friends that have suggested well over 25 possible problems related to this issue, and ways to abate the problem.

CS, the people being paid to do this for a very profitible game, had exactly three possible suggestions, and lacked any drive to fix the problem. I don’t expect them to magically fix it instantly, but I do expect some form of outreach, follow-through and creativity in solving the problems. If you are quoting the Network Admin for Dummies handbook at me, and you expect me to feel good about that, you are mistaken.

In the end, its not about blame or quality… its about my presceptions as a customer and meeting my minimum expectations. Fail to meet those exceptions and you lose a customer. Thats just business 101, and they haven’t learned that lesson yet as a company/ division within the company.

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