I can no longer recall or finish out of quests. Can't get any help from support

[Freeman]

/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?

[Zorlinta]

Lornesta: I'm a computer security engineer by trade. I can assure you this is not a firewall problem.

So im can see you are skilled, well honestly lornesta im think you had so high hopes over a customer support so you already should had foreseen that people in charge of customer support are often not that hight skilled for solve deep troubles and many of them just follow a standard procedure guide, and too the few ones that can really do something need to follow lots of procedures to solve things, remember that many customer support are like the human interface for a help desk , gms doesnt have so much power to help, just ready for the most common troubles, and as you can see for the gm response it followed like a pre-built script and your trouble goes into some custom setting configuration , so i would go first with other users and devs in the forums on this kind of trouble , dont blame support after all they are very good under the domain of their capability.

[Nott]

im glad you got something to work, however dont you think the fact that you had to change the settings in your userpreferences.ini should clue you in that its not really turbines fault they couldnt help you, they no longer(if they did) support the resolution you are using.

Turbine supports this resolution just as well today as they did a year ago (which is to say that it is supported; I've been using it that long). I don't know how the OP got into that state (I could speculate, but then I'd likely be accusing the OP of something falsely, such as using something which is unsupported), and it's unfortunate that an easier solution could not be had, but I don't see how screen resolution could have been the direct cause.

[Ziggy]

Turbine supports this resolution just as well today as they did a year ago (which is to say that it is supported; I've been using it that long). I don't know how the OP got into that state (I could speculate, but then I'd likely be accusing the OP of something falsely, such as using something which is unsupported), and it's unfortunate that an easier solution could not be had, but I don't see how screen resolution could have been the direct cause.

i dont know, if your using the same resolution as he is, by the same method(changing his userpreferences.ini) then its something on his computer, and still not turbines fault.

Im just saying, if your gonna go muck around in your ini files it really isnt turbines fault if something stops working.

[Sokar]

Just so eveyone knows: There actually is a NEW problem with mod 4.0 for persons using large resolutions on multiple monitors where the popup confirmation windows open so far off the the right side of the screen that you can't click on it. This has already been reported by the forum moderators to the devs in a different thread. I don't agree with everything in the OPs thread but OP is right to be frustrated. Can't believe the run around he got.

Sincerely,

Sokar

[Nott]

i dont know, if your using the same resolution as he is, by the same method(changing his userpreferences.ini) then its something on his computer, and still not turbines fault.

Im just saying, if your gonna go muck around in your ini files it really isnt turbines fault if something stops working.

I didn't catch that bit about the .ini initially... its surprising to me since I never manually edited any settings for DDO. I don't hop in and out of resolutions; I set it when I installed on that machine and have been happy since.

[ahpook]

Regardless of any odd machine, resolution or INI problems, Customer support should have been able to give the same advice as ChaosTheEternal provided. Nobody expects them to recode a solution and ship a new EXE but this simple workaround should have been within their capability (it was even in the release notes). Heck, even I would have suggested it if I had got here in time.

[Ziggy]

Regardless of any odd machine, resolution or INI problems, Customer support should have been able to give the same advice as ChaosTheEternal provided. Nobody expects them to recode a solution and ship a new EXE but this simple workaround should have been within their capability (it was even in the release notes). Heck, even I would have suggested it if I had got here in time.

This

Fixed a minor bug that did not properly re-position panels when the screen resolution was reduced and the panels were cropped. All panels will now re-position themselves correctly.

does not sound like the error the OP was having.

[Donnie]

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?

**** Freeman, you totally suck. You start this post about poor customer service and then get ****ed when people respond to you. W T F.











LOL just messing with you man.

[Ziggy]

Regardless of any odd machine, resolution or INI problems, Customer support should have been able to give the same advice as ChaosTheEternal provided. Nobody expects them to recode a solution and ship a new EXE but this simple workaround should have been within their capability (it was even in the release notes). Heck, even I would have suggested it if I had got here in time.

This

does not sound like the error the OP was having.

my mistake apparently 30 minutes ago this was posted.
http://forums.ddo.com/showthread.php...78#post1092578

If you are playing the game at a very very high resolution (2048x2048 or more) you may discover that you are unable to click "OK" and other buttons in confirmation windows. This usually only affects players who use 2 or more monitors to play the game.

We will be fixing this as soon as possible, but in the meantime, if you experience this issue, simply reduce your screen resolution in game temporarily.

however is the OP playing on 2 monitors? no clue.

[Freeman]

LOL just messing with you man.

I was getting very confused there for awhile, wondering if I had said something I hadn't intended to.

I'm glad this issue made it into the known issues in less than 18 hours. Yet bard and rogue issues that have been bug reported and had numerous threads about for a week now still haven't even been acknowledged by the developers.

Edit: Of course, they didn't include how to bind a key to avoid having to change screen resolutions in their workaround.

[Pellegro]

just remember, every dollar spent on in game tech support is one less dollar they can spend on development. they're going to necessarily ahve to strike a balance.

that said, i think at a bare minimum they need to have a modicum of politeness.

[sigtrent]

Um, I think you are addressing the wrong person. Did you mean to reply to the OP?

Yep, sory about that... looked like your name on the OP in my reply screen for some reason.

[cappuccino]

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?

Freeman

My humbilist appologies, this is what I get when I read and post to forums on a busy flyday at work!

I will at your request, bring pempernel to the PvP area of your choice, for appropriate punishment.

[Freeman]

Freeman

My humbilist appologies, this is what I get when I read and post to forums on a busy flyday at work!

I will at your request, bring pempernel to the PvP area of your choice, for appropriate punishment.

Just to warn you, my bard loves "punishing" people in PvP. Of course, I don't use normal equipment. In fact, let me get my PvP gear ready...

WeedEater: Check.
Live Chicken: Check.
Peach Preserves: Check.

Allright, let's do this

[Lornesta]

Thanks to everyone's responses.

To Ziggy...

I only have to change the userpreferences.ini file after changing to a lower resolution and then trying to change back to the higher resolution of 2560x1600. The resolution is clearly supported as it is an option in the drop down list. The only reason I need to go in and alter the .ini file manually is because when I try to switch back, a screen pops up that says, would you like to accept the new changes yes or no and there is a 10 or 15 second counter. Well I click on Yes over and over again and nothing happens. The timer expires and reverts back to the lower resolution. So... in order to get the game to put me back in 2560x1600 and hold it I have to change it manually in the .ini file.

Not sure who else mentioned it, but I am using NVIDIA cards (two 8800GTS in SLI) on a LanParty board. Should be fully supported I believe. Also the problem never existed until the last release.

I realize that you can't expect to much from the in game and even the first tier support for any software or hardware company, but I do expect at least some response other then change your resolution and reboot. Or its a firewall issue...reboot. I posted my experience here more for the reason that maybe somebody at Turbine will read it and at least think about the kind of service that the end users are getting. Also, I was of course hoping one of you may have experienced the same issue and could offer a solution.

Thanks again Chaos for the work around. I'm back to happily playing the game again. :-D

[Lornesta]

Sorry just read through some of the other posts....

I am only playing on one screen. 30" LCD.

Also I just noticed that Turbine added this issue to the their list of known issues though it would be nice if they threw in the info for the work around Chaos suggested by mapping a key for the Accept Choice mapping. Then users don't have to lower their resolutions.

[Aladon]

I only have to change the userpreferences.ini file after changing to a lower resolution and then trying to change back to the higher resolution of 2560x1600. The resolution is clearly supported as it is an option in the drop down list. The only reason I need to go in and alter the .ini file manually is because when I try to switch back, a screen pops up that says, would you like to accept the new changes yes or no and there is a 10 or 15 second counter. Well I click on Yes over and over again and nothing happens. The timer expires and reverts back to the lower resolution. So... in order to get the game to put me back in 2560x1600 and hold it I have to change it manually in the .ini file.

Not sure who else mentioned it, but I am using NVIDIA cards (two 8800GTS in SLI) on a LanParty board. Should be fully supported I believe. Also the problem never existed until the last release.

I realize that you can't expect to much from the in game and even the first tier support for any software or hardware company, but I do expect at least some response other then change your resolution and reboot. Or its a firewall issue...reboot. I posted my experience here more for the reason that maybe somebody at Turbine will read it and at least think about the kind of service that the end users are getting. Also, I was of course hoping one of you may have experienced the same issue and could offer a solution.

FWIW I just bought a new computer w/ 30" monitor (and no others) and 2560x1600 capability. I haven't gotten to the part about not being able to recall, I can't click 'ok' to accept the resolution to begin with. While it would seem the situation is settled here, I just wanted to add my experience and say all that you say is true.

Aladon

PS WOW DDO looks GREAT at that resolution (for the 14 seconds before the screen resets <g>).

[Krell]

Freeman, honestly you are expecting way to much.

It is a code bug of some kind. You sent a bug, someone has to read through it, log it into the tracking system, prioratize it, verify it, then send it to the developers for fixing, where again it gets prioratized, assigned, fixed, then back to testing to test the fix. It doesn't take days, it takes weeks.

A tech support person can't help you fix it. They can't just crank you out a new executable, they arn't even programers, they are CS workers who have a database of problems and possible solutions/responses. If it isn't in their database they can't help. They offered the one solution they probably know about, change your resolution. You didn't like it... not something they can do anything about.

What exactly were you expecting to have happen?

Agreed.

[VirieSquichie]

/nod to sigtrent

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.

Overall, customer-facing CS/Help Desk in most companies seems to be consistently falling to new lows on a regular basis. Once someone has enough experience to actually answer some questions and resolve some issues, they get bumped up to the next level of support and that first tier maintains its near-zero knowledge level.

I've seen the same generally pathetic CS scenario as the OP's repeat itself on many of the calls I've had to make to various companies. Usually I'll get someone who doesn't appear to even have been shown the product they're supposedly providing support for. Often, but not always, the person has a foreign (to me, in the USA) accent that makes understanding them well-nigh impossible, and obvious difficulty understanding my English. If they are actually based in the US, and can understand my words, they haven't been trained in the product or have no power/capability to actually implement any changes...all they can do is type in a ticket that someone else will later look at and try to resolve. In 24-48 hours, usually, which in business terms is nearly a lifetime. Most businesses don't seem to understand how much a lousy Tier 1 support staff can adversely affect their company's image.

I've had to explain SQL errors to website hosting companies, phone loop problems to the phone company, computer hardware errors to computer hardware companies...and in some instances of that last one, *I* was *their* field tech, being treated as if I were as clueless as they think all their customers are! (*note, for the record, after having met their customers I agree that they usually really _were_ that clueless...)

So, to the OP, I feel for ya man. Oh, and I wish I had a screen large enough to give me the issue you describe.