TSR's and proplem solving, completely random on who you get

**CHRIS2005yeah** · 04/25/2007 04:08:30

Now, before I get going, this isn't a flame against the TSR's as I think they actually do quite a good job.

This is simply highlighting something that has happened to me and I know to others.

The 2 examples I'm about to show you are both from recent issues with my account that have been caused by me attempting to delete old characters, which resulted in the launcher timing out and me getting the infamous "Account already in use" bug.

VERSION 1:

Summary: Chat Session
Escalation Level: 3 Hour Escalation
Product Level 1: The Matrix Online
Category Level 1: Account / Billing
Category Level 2: Login / Password
Date Created: 04/19/2007 12:07 PM
Last Updated: 04/25/2007 01:10 AM
Status: Solved
First Name:
Last Name:

Discussion Thread
Chat Transcript 04/19/2007 12:07 PM

Hi, my name is TSR Chris L.. One moment please, while I read your question.
TSR Chris L.: An error saying something like account in use?
****: Yes, I tried to delete an old character that I don't have any use for, not only did it not delete it but I can't get on my other characters as it's saying just that "account already in use"
TSR Chris L.: Ok give me a minute here and I can get the account unlocked for you
****: ah ok, thanks SMILEY
TSR Chris L.: What is the station name?
****: ****
****: (shockingly bad choice I know)
TSR Chris L.: And the character name?
****: **** is the one that should have been deleted
TSR Chris L.: Ok go ahead and try to delete him now. Stay here in chat and if you have problems we can help you furhter
TSR Chris L.: further*
****: Yep, it's done it first time SMILEY
****: Is there something I did wrong on it so I can make sure I don't do anything like that again?
TSR Chris L.: Is there anything else I can assist you with today?
TSR Chris L.: No this happens from time to time :\
****: Nope, that was it, it's all working again now SMILEY Thanks a bunch Chris
TSR Chris L.: Thank you for visiting our Sony Online Entertainment customer support chat. Take care and have a nice day!
****: disconnected
TSR Chris L.: disconnected

As you can see by this, problem solved right there and then and I'm a happy bunny and I go straight back onto mxo.

Now, 5 days later, I do the same thing, trying to delete the character and get the lovely mess. So, naturally thinking it's nothing major and I can get it sorted nice and quickly, I go onto the chat support again...

VERSION 2:

Summary: Chat Session
Product Level 1: The Matrix Online
Category Level 1: Account / Billing
Category Level 2: Login / Password
Date Created: 04/24/2007 11:58 AM
Last Updated: 04/24/2007 11:58 AM
Status: Waiting FOR Customer
First Name:
Last Name:

Discussion Thread
Chat Transcript 04/24/2007 11:58 AM

Hi, my name is TSR Nick M.. One moment please, while I read your question.
TSR Nick M.: Please specify me the error which you get while login to the game.
****: Well, I tried to delete a chacter just now that I don't use anymore. When I selected the character and press delete, nothing happened and the launcher froze and crashed. When I tried to login just now, it lets me get up to the character selection screen on the launcher but ever character I select it says that "This Account is already in Use" and also the character I tried to delete is still in the character select menu
TSR Nick M.: One moment please.
TSR Nick M.: May I know your account name?
****: ****
TSR Nick M.: Can you provide me the account key?
Chris: ****-****-****-****-****-****-****-****
TSR Nick M.: What is your pet's name?
****: ****
TSR Nick M.: Please provide me your Full name, DoB, Email Id?
****: ****
TSR Nick M.: Please provide me your character name and server name with which you have the issue?
****: Character for deletion: ****
****: Server: ****
TSR Nick M.: Okay.
TSR Nick M.: I will escalate the issue to the concerned dept.
****: Is this something different from last time I had this problem?
TSR Nick M.: Your issue will be resolved within the end of the day.
****: I only ask as I had this when trying to delete a character the other week
TSR Nick M.: The concerned dept will respond you soon after investigating the issue.
TSR Nick M.: Is there anything else I can assist you with today?
****: That's it thanks
TSR Nick M.: Thank you for visiting our Sony Online Entertainment customer support chat. Take care and have a nice day!
****: disconnected
TSR Nick M.: disconnected

Now, as you can see, not only did the problem not get solved straight off the bat but I also had to give masses of information that I didn't have to before.

My question is 3 fold and it is this:

1. Does anyone else get things like this when talking with different TSR's?

2. Why would this (as in completely different responses from 2 TSR's) even happen in the first place as it's my understanding that they're all meant to follow guidlines for each issue and (as this is a known bug, shown from the MOD post about it in this section of forums) there surely should be a guideline to how to fix this by now right?

3. If that is or isn't the case, one of these TSR's is in the wrong so which one?

Have fun with replying to this one, but please no flames I'm after simple answers to those points

**jeffers**

Different people will have different depths of knowledge of different games, like with the majority of other things I guess.

I've experienced similar things in regard to In-Game support which probably leans towards this as an answer. Maybe I'd have quoted the ticket number of the original call where you had the same issue, but who knows. Never had a problem with tech support though (everything I pester them with seems to be solved simply)

Like I say, probably just a different level of knowledge. SMILEY

Jeffers

TSRJasonC

Jeffers is mostly correct in saying "different level of knowledge". Although, it has to do with privileges, too.

Most chat techs are limited in their privileges, but Chris, Dan, Mario, Gareth, and myself (I sometimes fill in for chat when someone's out or sick) have access to the same procedure that the In-Game support (Brewko et al) use to "un-stick" accounts.

GM Brewko was very nice and slipped a copy of the procedure for this under the rug to us in Tech support. However, it does require certain login privileges that prevent all chat and email techs from performing them.

You can certainly ask for specific techs in chat, but I can't guarantee immediate action or availability. If all else fails, the escalation to In-Game support will get the job done anyhow.

**CHRIS2005yeah**

TSRJasonC wrote:

Jeffers is mostly correct in saying "different level of knowledge". Although, it has to do with privileges, too.

Most chat techs are limited in their privileges, but Chris, Dan, Mario, Gareth, and myself (I sometimes fill in for chat when someone's out or sick) have access to the same procedure that the In-Game support (Brewko et al) use to "un-stick" accounts.

GM Brewko was very nice and slipped a copy of the procedure for this under the rug to us in Tech support. However, it does require certain login privileges that prevent all chat and email techs from performing them.

You can certainly ask for specific techs in chat, but I can't guarantee immediate action or availability. If all else fails, the escalation to In-Game support will get the job done anyhow.

Ah thanks Jason, was wondering. I'm not saying a bad job is done mainly as (whatever happens) if the problem is simple like this one it gets fixed quickly enough anyway so it doesn't bother me. The thing that you clarified to me was the different privileges that you and other TSR's have. If I was going to compare the two events anyone here would say that the ones with that higher access would get the bigger smiles from people as you can just chat and get it done there and then.

That being said, I spoke to Chris about the second one too and I seem to be rapidly getting the reputation with Chris for completely deleting characters at random... what can I say, I don't exactly need them anymore SMILEY

TSRJasonC

CHRIS2005yeah wrote:

... if the problem is simple like this one...

It's not exactly "simple", as it's a four-page procedure with small print. I'm just glad it seems "quick and simple" to players SMILEY