goran_serbia
Banned
Braben we need 24/7 support , this is not a some crapy game, be serious!
24/7 hour ticket game support
- Thread starter goran_serbia
- Start date
But if they did that they might actually answer tickets rather than leaving them unread for more than a month and then closing them with a message along the lines of "Have not looked at what your problem is but there has been patches since you lodged the ticket,I'm assuming it's fixed so I'm closing this"
Nice of you to volunteer yourself to be part of the support team. I'm sure you'll find the role incredibly easy.
OP - I actually brought this up with the recruitment woman in FD. They where recruiting at one point, I run the tech support in my spare time for a Flight Sim developer and have guy's working for me all over the world, that way we cover all time zones 24 hours a day. Am on vacation, so I offered to assist with FD tech support back when the tickets system was overloaded, was told I must be based at the Cambridge office (am in Dubai right now)
Do companies like this normally only do tech support like an 8-8 shift job? Seems it would make more sense to have people helping all around the world.
Do companies like this normally only do tech support like an 8-8 shift job? Seems it would make more sense to have people helping all around the world.
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Well obviously FD feels it doesn't, and I'm not bashing them for it. But the software I work with can be described as a game, although it is mainly First officers doing type ratings. I get guy's from South America/Asia, all over that may have activation issues or other big problems. It is just good customer service to have someone on call, and does it really cost that much to have a few people as satellite workers picking up priority tickets?
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No, most MMO's have about a 3 day turn around on tickets. Then again, most MMO's have paid subscriptions too, and aren't run by small British companies based in Cambridge.
Sorry OP... but this game does not need 24/7 support.
If you have a bug or an issue, I'm sure it can wait to get resolved. The turn around on tickets lately have been great.
In my workplace, there are a number of service desks, a couple are 24/7, but others are business hours. And this is B2B support services. It's selfish to think that a game that you paid for once deserves such a service, when you are not even paying for it.
When you're sold the game, it does not say anything about technical support services in the agreement.
If you have a bug or an issue, I'm sure it can wait to get resolved. The turn around on tickets lately have been great.
In my workplace, there are a number of service desks, a couple are 24/7, but others are business hours. And this is B2B support services. It's selfish to think that a game that you paid for once deserves such a service, when you are not even paying for it.
When you're sold the game, it does not say anything about technical support services in the agreement.
That's interesting to know, looks like we are the exception to the rule then. If someone has an activation issue , one of my team members is always available to pick it up straight away. Other tickets have a turn around time depending on the severity and type of issue.
While I don't expect the same level of support that a subscription based game might offer, it would be great if I could get anything other than a generic 'Your ticket has been open ages, so it's probably ok now' response regarding the technical issue I reported on launch day....
I'm not defending the ridiculously slow (or complete lack of) response that we get to tickets here... just the lack of 24/7 on call support person.
If it is online 24/7, yes it does.
Meh. Amazon is 24/7 AND worldwide(-ish) and even they've got a 24 hour turn around on support issues. We should have better than we have now, but 24/7 is asking a bit much.
Care to give your reasoning/logic behind that?
Nearly finished mine.....
When Star Wars and Aliens were being filmed in the UK.....the Amercian Directors could NOT get over how the British worked.........tea break at 10:15, out the door at 5:15.........over-time? Get lost............the American directors could not get over it, caused them great stress......
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Yet, with this "sleepy" and paced work effort, two of the great SciFi films of all time were made.............looking at the results so far? FD know what they are doing better than most.........and we should leave them to their quirky ways.....
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Anyone want a really HOT cup of tea?
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Yet, with this "sleepy" and paced work effort, two of the great SciFi films of all time were made.............looking at the results so far? FD know what they are doing better than most.........and we should leave them to their quirky ways.....
.
Anyone want a really HOT cup of tea?
When Star Wars and Aliens were being filmed in the UK.....the Amercian Directors could NOT get over how the British worked.........tea break at 10:15, out the door at 5:15.........over-time? Get lost............the American directors could not get over it, caused them great stress......
.
Yet, with this "sleepy" and paced work effort, two of the great SciFi films of all time were made.............looking at the results so far? FD know what they are doing better than most.........and we should leave them to their quirky ways.....
.
Anyone want a really HOT cup of tea?
How much further to Arnhem, old chap?
There are actually people working with tickets over weekend. As for 24/7 it's a bit long stretch, there are true 24/7 services out there, but they are usually for enterprise which pay millions for such coverage. As bug reporting goes, in my opinion, response times are heavily improved. As for fixing things - well, there's still load to do, but in game this complex I have hard time to kick FD about this.
TLDR things are improving, 24/7 is just a buzz term, game support usually is much more slower - and we don't pay sub nor so much for copy of the game to ask for more to be honest.
TLDR things are improving, 24/7 is just a buzz term, game support usually is much more slower - and we don't pay sub nor so much for copy of the game to ask for more to be honest.