RX ~ A MMO Customer Service Resource
This is an independent web site, by gamers for gamers. It's purpose is to collate anecdotal content and resource concerning Customer Service and Consumer Rights in MMOGs. It is for those who feel the money they spend on their hobby is worth the same as money spent on other products, that time invested in their virtual identity and property is worth protecting, and that feel entitled to the same assurance of basic civil and consumer rights as enjoyed in the real world.
As this industry is currently unregulated, any claim by a MMOG company over their customer service is subjective and immeasurable. RX aims to provide support for gamers who are concerned over customer service issues, either in choosing a MMOG they may invest several years of time and money in, or in finding avenues of redress.
The more it matters to us, the more it will matter to them. As with most things - we get what we settle for.
News
18th May 11
An Anarchy Online customer recently submitted a series of emails that were exchanged after being permanently banned. This happened around 6 months ago, the mails spanned 36 days, with several chasing mails from the customer for a response. After the last mail, there was no further reponse to the customer. This submission highlights very poor, indifferent communication and an apparent lack of knowledge of the details of the case. In particular it underlines yet again the lack of proper process for independant appeal, or means of escalation for who a customer who feels unfairly treated, as there is for any other service we pay for.
18th December 10
It's been some time since this site was last updated. I was recently contacted by one of Anarchy Online's customers, and it appears the same inconsistencies and frustrations are still being endured by the player base three years on. You can read his story here.
Most notably the bizarre policy of not discussing the reason behind a ban or suspension continues, which must imply an acknowledgement that customers may be banned or suspended for unwitting breach of rules, or being connected to others who are breaching rules, however tenuous.
The customer is also trying to get a resolution through the BBB. Funcom are now an accredited member of BBB since Nov 2009 - the presence of gaming companies and the use of the BBB has increased dramatically in recent years.
Customer Complaint History for FUNCOM, Inc.
BBB had previously identified a pattern of complaints concerning customer service issues. The company discussed with BBB in October 2008 ways to correct the cause of the customer complaints. Complaints have decreased in volume since the meeting.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB processed a total of 121 complaints about FUNCOM, Inc. in the last 36 months, our standard reporting period. Of the total of 121 complaints closed in 36 months, 27 were closed in the last year.
Funcom currently have a rating of A+ (on a scale of A+ to F), and a company is graded on 17 factors, including company size, time in business, etc. Note that of the 121 cases closed, 85 are 'assumed resolved'. Given the complaints are only a part of the overall rating, it's even more important not to have assumptions built into this rating, or neither Funcom or customers will be getting the feedback they need. I urge anyone having customer service issues for any MMO to make use of the BBB and follow through on any complaints, as most show a disappointing number of 'assumed resolved'. It is, however, a positive step in the right direction that indicates a greater focus on customer service by both game developers and their customers.
4th February 07
An article has been added in the Anarchy Online section, covering a recent event where a GM spawned several items that were later deleted as the GM had breached FC rules.
On a separate issue, in a communication to RX another FC customer has commented:
In 4 days is the 2nd anniversary of the last time the sticky at the top of the Game Suggestions forum was updated.... despite repeated requests by the community and the continued claims by Funcom that the game suggestions forum is actively read by FC staff. It's not actually in game content, but it is an example of incredibly bad customer service representation. [Here]
7th January 07
A new MMO Customer submission has been added, and several less visible changes made to improve search matches.
29th December 06
Final fixes have been implemented, and the URL is now free to be passed on. Any changes or additional content will be noted here from now on, most likely at weekends if there are any.
23rd December 06
The site is finally live, and ready to be made gradually public. Until mentioned otherwise here, please keep the URL off of public channels and the official forums. After Christmas the site will be formally announced, depending on any last minute feedback or urgent fixes.
Hopefully the content here does those involved justice. Not just those present on Aug 13th that catalysed the creation of the site, but the efforts and support of everyone in the Rimor community that got involved. I also hope people will forgive me for outrageous amounts of text - why use one word when fifty will do.
Cheers :)
~ Silq