Hateful Gamers

Read Rao’s blog post for what should easily be identified as a “problem”

http://raoworld.wordpress.com/2009/03/05/the-lost-art-of-reading-comprehension/

One line to sum this up:  Broken links in the knowledge base.

Here are a couple choice quotes:

On to the knowledge base I went. After a few minutes there, I found another link to the e-mail support forums.  I clicked that and got a broken link.  Foiled again.

And:

I did some more searching but I didn’t find any answers to that question.  I figured the safest way would be to explain what I was trying to do and request directions.

I wrote:
“Dear Sony.  I would like to request a character transfer for one of my characters.  As the automated website is still down, I would like to request a manual transfer.  I searched the message boards and the knowledge base, but I was unable to find out if I am supposed to include all the information in the initial request or if you will send me a form to be filled out.  Please inform me of which avenue I am supposed to take.

Thank you for your assistance.”

I submitted the request comfortable that I would at least find out what I was supposed to do.

Today, I received this response:
“Dear SOE Customer,

Your request for a character transfer has been denied due to insufficient information.”

So, here’s the jist of all this.  Sony’s Knowledgebase is out of date, with broken links.

You simply cannot have out of date information/broken information/etc when people go to your knowledgebase for information.  You expect it to be up to date, and not raise more questions that it answers. 

Before you fix anything even in your game, that Knowledgebase should be the Holy friggin bible of accuracy.  Fix it SoE.

This entry was posted on Monday, March 9th, 2009 at 11:17 am and is filed under EQ2, MMOs.You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.