Support or lack of...Follow

Hi. I have lost three hours of exp on my 48 cleric. My group and I were kicked off the server while Xp ing at the Phantoms. I have written down all of my correspondance with support and the SoE tech support staff. I am posting it here so everyone can see what kind of service we all get with an issue of this kind. Basically we are all screwed in this kind of situation.

Support Ticket:

ME: I was just xping at the phantoms on odus and the zone crashed or something and when I logged back in I lost a whole yellow bubble of xp. That was two hours work.
ME: I also lost all the items I looted there -- nothing rare about 65 broken arrowheads and a few spells. When I logged back in after the crash I was in arcadin but I'm not bound there. It was where I logged my character out the night before. I also have no exp debt so I did not die.

Cs Agent: Please check the quality of your EQOA disk, kind one. If there is ANY abnormalities on the surface (dust, dirt, scratch, crack) this will make it VERY tough for the playstation to read the area to be able to load your character info. If this is not the case, please contact the Techinal Assistance at 1-858-537-0898 from the hours of 9am to 6pm PST on the weekdays. They shall need to know ALL of this matter as well as how you connect to the internet with your PS2 ( dial-up Dsl Cable) as well as if you have a router, what kind it is. I wish you well in this issue and hope to see you ingame very soon. -- Agent Zhatia
Cs Agent: Please check the quality of your EQOA disk, kind one. If there is ANY abnormalities on the surface (dust, dirt, scratch, crack) this will make it VERY tough for the playstation to read the area to be able to load your character info. If this is not the case, please contact the Techinal Assistance at 1-858-537-0898 from the hours of 9am to 6pm PST on the weekdays. They shall need to know ALL of this matter as well as how you connect to the internet with your PS2 ( dial-up Dsl Cable) as well as if you have a router, what kind it is. I wish you well in this issue and hope to see you ingame very soon. -- Agent Zhatia

ME: Zhatia this happened to everyone in my group we all got the disconnect at the same time.
ME: also I just called the Soe number you gave me and it said that all in game issues are to be handled by in game representatives and not number.


Called the number got a msg saying in game issues are handled by in game representatives. Called the number again tried tech support... on hold... hold hold.. hold.. I hung up. Jumped online and went to the only live chat help.

Live chat help:
(five min of scrolling all agents are busy over and over... )

You have been connected to CSR ***** ..
CSR: Hello, Thank you for contacting Sony Online Entertainment.
One moment please, while I read your question. Thank You!
ME: ok
CSR: You need to contact the GM's at:
CSR sent
https://login.station.sony.com/login/station/login.jsp?returnURL=http://www.station.sony.com/en/services/help/eqoa.jsp&ic=1
ME: omg!! i alrady mailed support they said to call you guys
ME: what do i do now it took me to the login screen
CSR: All in game issues will be handled by the GM's. Tech support
handles Tech situations and billing issues.
ME: it is a tech issue
ME: arent' crashes tech issues?
CSR: They are.
ME: ok can i tell you what happened
CSR: When do you crash?
ME: last nite
ME: me and my group spent three hours xping at the phantoms on odus
and had con probs all nite then we all got kicked off the server and it said our
chars were in a part of the world that was unavailable
CSR: Is this for EQ or EQOA?
ME: eqoa frontiers
CSR: Ok, when you try to get in now, what happens?
ME: ok let me finish... when i logged back in I was in arcadin and i
had lost all the xp i had gotten all the loot i had looted and i did not die i
had no debt and i was not bound in arcadin i had logged out there the nite
before
CSR: Are you having any difficulty's logging in the game?
ME: no
ME: it gave me that character in part of the world that is
unavailable for a few min the i could log in fine
ME: but for the last few nites or so when i get groups and we go to
the same zone we all get connection problems at the same time and massive lag
CSR: As far as anything in game that will be handled by the GM's. Are
you behind a router?
ME: yeah i got a linksys router
CSR: Have the ports been configured to EQOA?
ME: what does that mean?
CSR: Sent you the e-mail instructions. If the ports are not configured
to our game it can cause disconnections and lag.
ME: for my whole group?
CSR: Only for you.
ME: so how come my whole group had the same thing happen to them at
the same time?
CSR: If the whole group is experiencing lag the can check there
connections or contact the GM's.
ME: ok i contacted the Gms and t hey said to contact you guys so
what gives?
CSR: What was this GM's name?
ME: our gm will not answer in game mail only support tickets and i
did it that way and she said to contact you her name is Zhatia
ME: on castle lighwolf server
ME: it took her a day to answer this ticket
CSR: did you tell her of the in game problems?
ME: yes i told her of the disconnect and the lost xp
ME: told her about how i got rolled back to the last logout point
ME: if u can check my suport ticket it is still up i didnt' delete
it i replied to it
CSR: We cannot check those tickets, Tech support and GM's are separate,
at this time contact my supervisor at ****@soe.sony.com.
ME: she said to check my disc for scratches or dust or anything on
it and if that wasn't the case to call a number
CSR: Please put in what the GM said to you.
ME: ok ill copy it verbatum
ME: anything else i need to do?
CSR: Just make sure the router is configured to our game, and give my
supervisor a ring.
ME: ok will send him a mail w hat do i say just send what i typed
ME: ****@soe.sony.com correct?
CSR: Correct, let him know we spoke and explain the problem.
ME: okay will do
ME: ty
CSR: Is there anything else I can help you with today?

If you no longer have any other questions please end this session. You will
later be prompted to have this transcript sent you via e-mail so you may save it
for future reference. Thank You.


Okay now you all read that and form your own opinions. I took out the CSRs name and My name and his boss's e-mail address. Everything else is the same I just copied and pasted it over.
I e-mailed the person he gave me to e-mail and as of yet no reply.

I don't know if this helps or not but there are area crashes on Hodstock server as well. Always Freeport but I've never been routed to a different location after they got the area back up again. I don't think the gm on Hodstock wants people to know his/her name. Got a msg in pink once that said to all norrathians GMs will not respond to in game hekp requests only support tickets. What gives it used to be that you'd get a msg from them that if you had trouble to send them a tell.

Not all GMS are halflings. Zhatia is a not.
Not all GMS you can sent a tell too ex: Zhatia's Eye (GM's pet project)
GMs on CLW do not read in game mail.
GMS on CLW do read support tickets.
GMs copy and past a reply from pre written responses. (even if it isn't relavant to the topic)

I like this game too much to quit.

I dislike the customer service.

It sounds like both, but I never had this problem cause I never used tech support are the GMs.

I dread having to go to the Live Chat. Everytime I go there, they always blame the problem on my router. Plus it takes at least three different tech support people(dont know there exact title) to even attempt to resolve my problem. Once I had one boot me from the Live Chat because they didnt know the answer...aint that messed up.