Server Stability

eqgamer · Dec 3, 2016

definitely, wait, is that spelled right?

Brilhasti · Dec 3, 2016

eqgamer said: ↑

“forgot who it was but they left strong constructive feedback not too long ago - on ways dbg can increase their cs and the thread was locked.”

This?

https://forums.daybreakgames.com/eq...tion-to-improve-customer-satisfaction.236153/

Carridily · Dec 3, 2016

Just going to leave this here again.... Since it was immediately locked before.

“Doing my best here to keep the general frustration under wraps - I get it, stuff happens. Mistakes are made.

Day in and day out I develop and test software for a healthcare organization. We make mistakes as well, but our mistakes - if not addressed - can lead to much more serious complications than customers unable to use an entertainment product. I'm sure you guys have your own internal testing and QA process, and change management process, and all of the staples that come with any development lifecycle. A surprising amount of this is transparent to us, more transparent than many others, and we get to take part in giving feedback at some level - which a majority of us really appreciate despite some the angry trolls around here.

Here's the thing though. This week one of my staff members made a mistake. This mistake caused a cascade of impact to ~40% of the company. No joke, he clicked the wrong button at the wrong time and it was all over. No way to roll back to a backup of the appliance that was impacted without further unknown fallout, we had to deal with the impact one at a time, or risk further failure. I was mad, I was embarrassed, but ultimately I got up in front of the organization's managers (our customers) and delivered a post mortem - a fairly standard process for any IT structure to explain, identify, and ultimately provide a mitigation plan to prevent said incident from happening again - even if that plan is simply staff training like in the case mentioned.

Over the last two months I can think of 3 instances where the Everquest servers were so unstable we could not chat, let alone play, raid, or even zone. I know I was online a minimum of three occasions where the mentioned instability caused the servers to crash or unexpectedly lock. And I also know of many people impacted by the "missing characters" bug that was happening around the same time. And of course we're all familiar with the impact today's patch had - let's not beat a dead horse. The real issue here is that the most the majority of us really know from these instances is "We are working on it" "All worlds are offline" and "The servers are up" - nothing more.

Suggestion, and correct me if I'm wrong here other players but I think it would go a long way, dedicate some space on this forum to a post mortem type thread. Require your staff to post a post mortem to your customers when ever - in example - a whole server is impacted or there is an unscheduled downtime. All you need to do is 1) explain in plain English what the impact was 2) Explain in slightly more than plain English why it happened and 3) Explain what you are doing to mitigate said issue in the future.

This would do a ton for player confidence, and general customer satisfaction. Apologies for the slight rant - just know there are a lot of people out there frustrated and concerned for the state of the game that we have so much time, effort, and RL cash invested in.”

Not sure if that is the one you were talking about, but yeah.

Direct Link: https://forums.daybreakgames.com/eq...tion-to-improve-customer-satisfaction.236153/

Keldaria · Dec 3, 2016

Hey guys, anyone know what this does?

eqgamer · Dec 3, 2016

It was, thx Car - and really I'm just looking for a little feedback from dbg - I don't ask for much (ever) from them.

Boohoo · Dec 3, 2016

Have you checked to see if the servers are plugged in?

blaZd · Dec 3, 2016

Brilhasti said: ↑

“This?

https://forums.daybreakgames.com/eq...tion-to-improve-customer-satisfaction.236153/”

ohhh wow. This is the same smart--ish type of reply I got when trying to reactivate my accounts. Wish I would have read this forum better before I decided to leap back into this game.

Gosan Kai · Dec 3, 2016

Not up yet? Any communication from daybreak yet?

Salinae · Dec 3, 2016

crickets

Boohoo · Dec 3, 2016

these are not the servers you are looking for.

MyShadower · Dec 3, 2016

F**k you Daybreak. That is all.

Havanap · Dec 3, 2016

eqgamer said: ↑

“technically it's "couldn't care less". yw ”

Kabwen · Dec 3, 2016

everyone should spam a private conversation with a moderator....

Vladd · Dec 3, 2016

No response from Twitter. No GM in chat. 14 hours and counting.....

Stupio123 · Dec 3, 2016

2 thumbs up

Tekloc · Dec 3, 2016

hmmm think there clock needs to be fixed server down time said one hour 12 hours have past and server still locked with no update as to why and when it will be up. server name is cazic that I am talking about.

Boohoo · Dec 3, 2016

try this

Elleven_Cazic · Dec 3, 2016

Well, I had hope to spend time camping the Temple of Droga, but am now camping the Server Status Screen. They should at least have some thing that periodically gives out loot on page loads.

Oh yeah, and Daybreak your ENTIRE customer service should be fired.

eqgamer · Dec 3, 2016

yea, even difficult for me to swallow (that's not what she said)

Boohoo · Dec 3, 2016

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