Rant: Customer Service Doesn’t Get Much Worse Than A Full Guild Suspension

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As you read this, Daybreak Game Company is busy cleaning up the mess of another incident in a series of customer service missteps. This time it involves the unfair suspension of several hundred (sources place the figure at least 400 and possibly upwards of 600), in a guild-wide three day ban in retaliation for the actions of one member. Yes, an entire guild had their accounts suspended because one player broke not the terms of service, but player-agreed rules.

Here’s how the story goes: Everquest’s lack of instancing means that the community has to compete for raids, leading to a raid schedule agreed upon by the leaders of the top guilds. If your guild isn’t scheduled to raid, and they do so anyway, breaking the rotation can result in penalties levied against the entire guild. Yes, the entire guild, even you members who don’t raid or might raid every once in a while.

That’s exactly what happened when one player from the Modest Man guild was recorded on video killing mobs outside of the Sky raid. In total, the player allegedly killed two mobs with a multi-box group of five accounts. The player was reportedly booted from Modest Man before Daybreak Game Company handed out a three day suspension to every single member of the guild. The suspensions were quickly overturned with players being allowed back into the game, but the policy that would hand 3-day and potentially 7-day suspensions to entire guilds still seems to be in place.

It also doesn’t address the underlying problems here. The fact that, as one player put it, a single player can “blow a 4-6 hour block for a whole guild” is ridiculous, a sign of a game far out of touch with today’s expectations. The idea that Daybreak is willing to suspend an entire guild, hundreds of players in total, for the dissociated actions of one member (who was kicked out) is unacceptable, regardless of it being overturned, and the fact that it was even considered for a moment to be an appropriate response should be worrying to Daybreak’s customers, aside from perhaps the toxic portion that supported the decision.

 

But ultimately every fiasco that seems to come out of Everquest’s timelocked servers is Daybreak’s fault, fostering and encouraging an atmosphere of exclusion, and nothing encompasses the attitude of a company that once stated that casual players don’t deserve to access content like Nagafen, than punishing an entire guild for the actions of one person. Again they pretty quickly reversed the decision, but they went ahead with it in the first place. And that is the problem.

Otherwise I have no opinion on the matter.

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