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June 28, 2001

Ultima Online Web Site

The following was posted to the FYI page on the Ultima Online Web site:

UO Concerns Policy

For players who want to submit feedback concerning Customer Support personnel (whether positive or negative), the uoconcerns@uo.com mailbox has been created for this purpose.

In the past, while all mails sent to this mailbox have been read, we have not replied to these mails due in part to the volume of mail and the fact that our privacy policies dictate that when action is taken against a player or an employee, those actions are not made public. However, through posts on our message boards and mails into UO Concerns, we understand that some of our players feel the mails sent to this box are simply ignored, or even worse, unread.

It is important for our customers to have faith in our support process, so as of today, we have added two new steps to our methods of handling uoconcerns@uo.com mail.

First, all submissions to uoconcerns@uo.com will receive an automated response informing the customer that the email has been received. The automated response will explain the purpose of the UO Concerns email address, and list the criteria used to evaluate if the email is considered a legitimate compliment or complaint.

And second, all emails will receive a response from the staff member reviewing the email. If a complaint is verified, the player should receive a direct response from the CRMD (Customer Relations Management Dept.), and the assurance that the appropriate corrective action will be taken. These instances will then be discussed with the CRMD member involved and treated as a performance issue.

If a complaint is not verified, or if the GM was found innocent of wrongdoing, the customer should be contacted with an explanation as to why there was no violation found.

If a compliment is received, the compliment will be documented in the employee's work history, and the customer should be thanked for the feedback.

Types of Responses

There are three types of responses that will be sent in regards to UO Concerns emails.

1). Incorrect mailbox

The response explains that the email was not sent to the proper address. The customer should be directed to the appropriate address to contact. There are several other avenues of communication that may be more appropriate, including:
  • support@uo.com for Ultima Online gameplay questions
  • tech@uo.com for tech support issues
  • admin@uo.com for all issues pertaining to in-game suspensions and terminations
  • uobilling@uo.com for account related questions
  • the MyUO Forums for suggestions and game ideas
2). Requires more information
The staff member responds to the concern with a request for more information regarding the issue. We will only act on emails that provide the account name that interacted with the Support Representative.

3). Resolution of the Situation
The email is considered valid, and the customer is contacted with notification of the resolution of the situation.

What constitutes a valid UO Concerns email?

We will only review emails that are submitted with the login name of the account involved in the Customer Service interaction. If a player refuses to provide their account name, the email will not be considered valid. Requiring a player to submit their account name allows us to more thoroughly research the issue.

Important information that should be included:
  • The account name (EA employees will never ask for passwords) of the account you used when interacting with a GM.
  • Date, Time, and Shard where the incident took place.
  • An explanation of the reason why you called a GM.
  • What type of service you received, and what GM took your call.
  • The type of resolution you would have preferred.
  • Any additional information that is relevant to the situation.
All valid emails will be noted in the playerís account history, with the submitted feedback as well as the reviewing staff member's findings.

Itís important to us to see that our level of commitment to our players is high, and that our customers feel their concerns are heard. We hope that these changes will work to show our commitment to the Ultima Online playerbase and community.

Posted by Hazard [EiC] at June 28, 2001 5:27 PM

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