Downtime Notice: 8:00 AM - 11:00 AM Eastern (-4 GMT) Thursday, August 20th

[Kompera_Oberon]

What you are missing in your analysis is that this game is so small that there likely is no budget to provide what you are after. Our choices are likely to accept what we have now, warts and all, or see DDO shut down. Which would you prefer?

I cannot accept this as being the status quo. I have worked for a number of <50 person companies who held customer service to be of the utmost importance, and I will not accept any statement other than one from Turbine itself that they are simply incapable of providing good customer service. Your acceptance of the 'warts' is not of any importance to me. If you accept a sub-par service for whatever reasons, then don't expect it to ever improve. I'm asking for improvement. I don't think this is an impossible task. No, I know that this is not an impossible task.

And it's easy to say they shouldn't attempt to provide time estimates because they are often wrong. But this ignores the fact that even more people scream about "non-communication" when they don't provide such estimates.

Please note that it is not I who am saying that "shouldn't attempt to provide time estimates because they are often wrong", that would be Cordovan, who is the current Turbine customer liaison. Whether or not people complain about the information they receive is a completely separate issue from the simple desire to receive timely and accurate information.

Here's a thought: how about they do their best to communicate with us what's going on, and we understand that they are doing their best and give them a break if they mess up? You know, like we would want to be given a break when we do?

Here's another thought: I suggested something exactly similar in my original post in this thread.

Please share with the class!

Communication of new push backs of the restoration of service are great, even if the news is bad. Better by far than just going past the latest deadline with no communication. But communicating more fully and freely with your customer base might engender some sympathy, and soothe some ruffled feathers.

Cordovan chose not to address that point when he responded, which spoke volumes about how important such a solution was to him and his management.

Actually, he did sort of respond. He claimed that posts like my post asking for improved time estimates was the reason why Turbine typically did not provide estimates at all, and stated that providing time estimates at all was beyond the capabilities of Turbine. An admission of failure which I hope that Turbine itself does not agree with.