10-22-2002, 04:10 PM
Hi all,
I always visit, read the threads and just love this site but do not post too often but I am really frustrated by Verant's lack of response on this matter and was wondeing if you could direct me in sending this letter (copy below)to the right place for the maximum effect.
Thanks All,
Lthiny Human Monk
Letter
Dear Verant,
As a paying customer with two (2) accounts, four (4) computers, an owner of every expansion available for Everquest, and with tentative plans to purchase POP and EQ2 as well as SWG I am deeply concerned and disturbed. My plans above were definite until recent events regarding the monk class changes and specifically your silence on the matter.
Even though I represent a minuscule portion of your client base I am confident, well I should say as least I was before this monk incident that Verant realizes one dissatisfied customer can have far reaching effects for a company.
For example, I have two accounts that I am seriously considering canceling not because of the change but because of your apparent disregard for our concerns and your lack of any response to your patron base on this issue. I have four children and four computers and one of my children plays and is looking to get his own account (Christmas list presently) my other three children dabble in EQ now and are starting to show some real interest (this could get expensive lol) and finally the wife just started playing a Necro on one of my accounts and hit 17 in a bout 5 days. So I am sure you see the potential future business just in my little family. In addition, I have RL friends that play and EQ guild mates and friends that are just as disturbed by your behavior and some, although not all are considering moving on to another game as well. Finally, I am sure you are aware of the many monks who are livid about this and most because of your lack of a response regarding the situation
Let me divulge some background information regarding my EQ monk and then myself.
I play a level 31 human monk that is well equipped for its level (not uber but well) and up to this point have really enjoyed the character. I usually team up with a shaman friend or solo, as my time is sporadic at best, limited and usually late at night. I do not use any parsing programs and do not get into analyzing every little issue of attack and defense and etc as I do that all day at work and EQ is relaxation for me but I am sharp enough to realize when something is not the same as it was. I have had no trouble soloing up to the point of the monk change although there has been down time binding wounds and waiting for mend to cycle (which is fine) etc.
However, after the recent change it appears I can still solo somewhat (the mobs I fight are blue) but there is a big difference in the amount of health I have after fighting the same mobs I have been fighting for two levels. Previously if I got and add I could handle it if mend cycled and I was a little lucky. Now I have to FD if I get any add. So the point is as a level 31 monk am I suppose to be able to solo or not as my schedule does not work well for groups and as of right now I am fighting in one of the more poplar dungeons in the game, CC and most of the time there are 2 to 5 people present when I am there and those higher than myself. What is the intent of this change please advise.
Now let me get to the real point of this letter and my main concern.
I am an engineer that works for a firm that builds large power plants. I directly deal with clients (customers) on a regular basis and I understand the delicate nature of addressing issues concerning only one aspect of a project which can effect the whole without identifying and calculating the consequences or benefits of that effect.
So when a client comes to me wanting a clarification or a change on an issue I have to confer with my colleagues and project management before I can usually give them a definitive answer. But frankly sirs if I just ignored them and did not respond to their phone calls, e-mails and or letters our firm would eventually be out of business.
So how do we handle that situation, well we practice one of the basic fundamentals of any business concern, we tell them what we can and assure them that we are looking into the situation and will have answer for them shortly. At times I also say yes we can accommodate that request because I know enough to realize that this will only effect what I am working on and will have no adverse effect as whole on the project.
On occasion we say sorry we cannot do that without adversely affecting this project.
But we never, never, never, just ignore their concerns. As a rather large business entity I believe that you need to get back to business 101 and realize that a customer’s concerns need to be addressed whether for good or bad.
I really did not address whether this change is good or bad as plenty of monk brothers and sisters have addressed that but really are addressing the more basic fundamental issue how you handle your customer service for existing faithful customers
I believe I can safely speak for the majority of the monk community in saying that your silence on this matter is disturbing to say the least and your recent addressing of the paladin and harmony issues is actually insulting and a total disregard for our feelings as a community. We can live with changes but cannot and will not tolerate being ignored. For your sake and ours please address our concerns and give us some update on this matter and treat as customers, which is what we deserve.
Regards,
Lthiny
Level 31
Human Monk
</p>
I always visit, read the threads and just love this site but do not post too often but I am really frustrated by Verant's lack of response on this matter and was wondeing if you could direct me in sending this letter (copy below)to the right place for the maximum effect.
Thanks All,
Lthiny Human Monk
Letter
Dear Verant,
As a paying customer with two (2) accounts, four (4) computers, an owner of every expansion available for Everquest, and with tentative plans to purchase POP and EQ2 as well as SWG I am deeply concerned and disturbed. My plans above were definite until recent events regarding the monk class changes and specifically your silence on the matter.
Even though I represent a minuscule portion of your client base I am confident, well I should say as least I was before this monk incident that Verant realizes one dissatisfied customer can have far reaching effects for a company.
For example, I have two accounts that I am seriously considering canceling not because of the change but because of your apparent disregard for our concerns and your lack of any response to your patron base on this issue. I have four children and four computers and one of my children plays and is looking to get his own account (Christmas list presently) my other three children dabble in EQ now and are starting to show some real interest (this could get expensive lol) and finally the wife just started playing a Necro on one of my accounts and hit 17 in a bout 5 days. So I am sure you see the potential future business just in my little family. In addition, I have RL friends that play and EQ guild mates and friends that are just as disturbed by your behavior and some, although not all are considering moving on to another game as well. Finally, I am sure you are aware of the many monks who are livid about this and most because of your lack of a response regarding the situation
Let me divulge some background information regarding my EQ monk and then myself.
I play a level 31 human monk that is well equipped for its level (not uber but well) and up to this point have really enjoyed the character. I usually team up with a shaman friend or solo, as my time is sporadic at best, limited and usually late at night. I do not use any parsing programs and do not get into analyzing every little issue of attack and defense and etc as I do that all day at work and EQ is relaxation for me but I am sharp enough to realize when something is not the same as it was. I have had no trouble soloing up to the point of the monk change although there has been down time binding wounds and waiting for mend to cycle (which is fine) etc.
However, after the recent change it appears I can still solo somewhat (the mobs I fight are blue) but there is a big difference in the amount of health I have after fighting the same mobs I have been fighting for two levels. Previously if I got and add I could handle it if mend cycled and I was a little lucky. Now I have to FD if I get any add. So the point is as a level 31 monk am I suppose to be able to solo or not as my schedule does not work well for groups and as of right now I am fighting in one of the more poplar dungeons in the game, CC and most of the time there are 2 to 5 people present when I am there and those higher than myself. What is the intent of this change please advise.
Now let me get to the real point of this letter and my main concern.
I am an engineer that works for a firm that builds large power plants. I directly deal with clients (customers) on a regular basis and I understand the delicate nature of addressing issues concerning only one aspect of a project which can effect the whole without identifying and calculating the consequences or benefits of that effect.
So when a client comes to me wanting a clarification or a change on an issue I have to confer with my colleagues and project management before I can usually give them a definitive answer. But frankly sirs if I just ignored them and did not respond to their phone calls, e-mails and or letters our firm would eventually be out of business.
So how do we handle that situation, well we practice one of the basic fundamentals of any business concern, we tell them what we can and assure them that we are looking into the situation and will have answer for them shortly. At times I also say yes we can accommodate that request because I know enough to realize that this will only effect what I am working on and will have no adverse effect as whole on the project.
On occasion we say sorry we cannot do that without adversely affecting this project.
But we never, never, never, just ignore their concerns. As a rather large business entity I believe that you need to get back to business 101 and realize that a customer’s concerns need to be addressed whether for good or bad.
I really did not address whether this change is good or bad as plenty of monk brothers and sisters have addressed that but really are addressing the more basic fundamental issue how you handle your customer service for existing faithful customers
I believe I can safely speak for the majority of the monk community in saying that your silence on this matter is disturbing to say the least and your recent addressing of the paladin and harmony issues is actually insulting and a total disregard for our feelings as a community. We can live with changes but cannot and will not tolerate being ignored. For your sake and ours please address our concerns and give us some update on this matter and treat as customers, which is what we deserve.
Regards,
Lthiny
Level 31
Human Monk
</p>