I didn’t know if this had been made or if this is the right place to put it but I thought it should be made up.  Now it does talk about customer service however this guide is more over how to fill out a CS ticket and from my personal experience how to get your situation resolved as quickly as possible.

I have dealt with Customer Service on several different occasions both successfull and unsucessfull however there are legitimate problems out there that may not be quickly fixed because the wrong information is given.

The first point is to see if your problem is listed in the database in the help area.  Type your problem into the database and see if any results come up that are along the lines of the problem you are having if nothing suits it then it is CSR time.

I have to say the hardest part about getting into contact with CSR is determining where the problem fits.  Sometimes it is relatively easy such as an item that goes poof due to a bug, a missing item from your house, or a problem with your quest journal.  Other times it is not so easy and you must figure out where best to put it in accordance with how it occured, whats occuring, or the nature of the situation.

A good example would be a past CSR form I wrote up that I knew would do no good but wanted to get the attention of the CSR promptly because of a serious problem.

I had a massive problem with the Permafrost zone where it was lagging really badly for some reason on the kithicor server.  I first thought it was my internet connection that was lagging however I knew that when I was out of permafrost I had no problems but when in permafrost my actions appeared very sluggish.

The final “straw” that clinched it that it was the zone on the Kithicor server is when it crashed completely with me and my team in the zone not letting us log back into the zone giving us the message “Zone is not accessable at this time.”  I reported the problem as a “Zone Dispute/Disruption” then to clarify a “Zone Disruption.”  The major disruption was the fact that the Permafrost Zone was severly lagging not only affecting me but my group mates and that it crashed.

To help get the zone looked at or to alert the CSR/GMs to the problem I typed in several key items that were necessary to help them out.  First I said what Server I was on, then what had happend in the zone that was the “Zone Disruption” I spoke of.

A CSR representative contacted me in game and proceeded to ask me questions.  Now it is here that you must be cool, calm, collective, and curtesy because CSRs/GMs are doing a job.  No matter how angry I get at a situation that has occured I will be polite to others and expressing that politeness to the CSR/GM will help you to get your situation settled immediately.  It will also help you to get your point across directly to the CSR/GM that has contacted you.

To finish the story the CSR/GM asked me if it was just me that had experienced the lag and I politely replied to him/her “No, my group members were also experiencing the lag”.  He/She also asked me at what time the zone “crashed” and again I replied politely and calmly “I believe the zone crashed between 3:00 pm est and 3:30 pm est”.

It was after that the CSR/GM stated they would alert the development team to the problem that occured.  Then that was the end of my CSR problem and I promptly deleted the ticket.

By being direct, to the point, including crucial information about what happened, and reporting it within the proper parameters that were given I was able to get the information out to the CSR/GMs.

Just some helpful hints to throw out there from my personal experiences that might help out someone else.