Quote Originally Posted by cappuccino View Post
/nod to Freeman

Remember the CS staff are a "help desk"

Try calling a help desk/customer service at any software company or even your local cable/cell phone/utilites and see if you can get serious technical service or answers from the front line operators. Depending on time of day, Senior techs may not be working (i.e. after midnight/early AM) or more likely not as many Senior Techs working and are busy with other situations (remember this is a first come first serve system). Unfortunatly in my experance working as front line "help desk" I did not get the visibility to see how many calls are into the Senior tech once it has hit capacity. the only message that comes back to them is "unavailable". WIth that as the only answer I have as a CS or front line person, what kind of answer can I give?

Now looking back at what the OP went through, yes there is a breakdown in Customer Service. Perhaps what is needed is a method to report CS breakdowns that is logged with Turbine and then reported back to as resolution of complaint. Hmmm this screams of "Total Quality Service" business models for Service providors. perhaps food for thought.
Could someone please tell me how I got involved in this conversation? I seemed to have missed something, since these responses don't seem to have anything to do with anything I said. I asked if he had actually tried changing the resolution, and I posted that widescreen wasn't the issue since that's what I was using with no problems. Where are these responses coming from?