Age of Conan

Has anyone been able to contact anyone at Funcom for any support issues?

Despite adding my forum info to my account page as required, I have never been able to log onto the US forums. I have written the forum 'webmaster', funcom support etc and never heard a peep back from them.

Not a huge big deal; but I'm surprised at this lack of support. At least with SOE I could call a real person.

I filed a petition a couple days after it launched and it was never answered and then deleted.  I refiled twice and the same thing happened.   A few days ago I had to file another petition concerning a new issue and received a message in the game allegedly from a GM which say something to the effect, "Sorry we didn't catch you online, if you still need help file another petition."  I thought the issue had been solved but it wasn't... also, I was online when I received that message, which was bizarre in itself.  So, no, I don't really think there's much customer service or enough GMs in the game to help even a fraction of people who petition.   I sent an email for the second one and it was answered with a suggestion to use the petition process instead of email. 

They did announce, however, that they're beefing up their ranks so maybe it'll get better.  I'm lucky that my first problem, which was game breaking, was addressed and solved in a later update.  My second petition, which isn't anywhere near as disruptive, is still happening but I've given up on the petition process. 

Originally posted by Praxus

Not a huge big deal; but I'm surprised at this lack of support. At least with SOE I could call a real person.

 

I bet SOE has places of business in Ireland, Britain, and N.A. Funcom is in Norway, I don't think English is their native tongue. If the registration screen and the official posts represent anything, I would have to... hmmm... say not. As I have said before, if I ever buy an MMO or otherwise E-product that requires a lot of support, I'll be buying from a company based close to home.

edit- Just a funny tid-bit of information related to the language barrier:

I had created a re-roll thread where i stated my issues with one class, and requested advice on which class to play next. The thread was moved to the forums delegated to my current and undesired class. Yeah.

I'm not sure what you guys are doing wrong.

I've submitted 2 tickets and both have been taken care of.

Both within 24 hours.

I think if you read the responses after mmorpg.com/gamelist.cfm/game/191/feature/1969, you'll get the basic idea about FC and customer service. They have never had any phone support and the majority of in-game assistanace and forum moderation is handled by volunteers.  You will often be referred to support@funcom.com (or anarchy-online.com / ageofconan.com suffixes) expect those to be answered in 3-7 days and often answered by a volunteer as well.

edit to fix broken link``

Originally posted by Gazenthia

Originally posted by Praxus

Not a huge big deal; but I'm surprised at this lack of support. At least with SOE I could call a real person.

 

I bet SOE has places of business in Ireland, Britain, and N.A. Funcom is in Norway, I don't think English is their native tongue. If the registration screen and the official posts represent anything, I would have to... hmmm... say not. As I have said before, if I ever buy an MMO or otherwise E-product that requires a lot of support, I'll be buying from a company based close to home.

FunCom has US offices and staff (as well as AOs servers) in Durham, NC.

Originally posted by Unfinished

FunCom has US offices and staff (as well as AOs servers) in Durham, NC.

Would they be... dealing primarily with server maintenance and technical issues by any chance? The part that matters most seems to be in Norway and with people who are not fluent in English.

Far as i know the are running US customer service out of those offices, www.funcom.com/wsp/funcom/frontend.cgi

Originally posted by Gazenthia

Originally posted by Unfinished

FunCom has US offices and staff (as well as AOs servers) in Durham, NC.

Would they be... dealing primarily with server maintenance and technical issues by any chance? The part that matters most seems to be in Norway and with people who are not fluent in English.

Nearly all children in Norway start learning English at around 10 years old or so.  They learn it very well, too, they just don't get to speak it very often so it sounds a wee bit odd.  English comprehension, both verbal and written, is probably among the best in the world.  It's unlikely that it would be a cause of slow or bad customer support.  I think they were simply not ready for the massive popularity.  There are older, better established MMOs with worse customer service, however, and Funcom seem to be dedicated to sorting it out.

Originally posted by Signe

Nearly all children in Norway start learning English at around 10 years old or so.  They learn it very well, too, they just don't get to speak it very often so it sounds a wee bit odd.  English comprehension, both verbal and written, is probably among the best in the world.  It's unlikely that it would be a cause of slow or bad customer support.  I think they were simply not ready for the massive popularity.  There are older, better established MMOs with worse customer service, however, and Funcom seem to be dedicated to sorting it out.

I'm not referring to speech. I am referring to their (Funcom) official posts, not to mention the registration page. There is also the incident I cited up above. It seems to me that they are not, in fact, fluent speakers.