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Ghost of Sparta
Registered: 06/28/2009
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Re: Are We Happy With The Level of Communication From Our Home Staff and Moderation?

Nov 27, 2012

Carnbys2ndComing wrote:
Meh we are getting more content than you guys and I am loving it who wouldn't?? It's not so much that though I think the interaction between everybody there has gotten so much better mods and regular folks alike. Our new manager is on top of her game. There's always events going on and we still get peppered with rewards and freebies. Oh I came back by the way to tell you guys I am not coming back..kinda stupid I know :smileyvery-happy: anyways bye for now don't forget..join us!

Mr Fury would flog you for that suggestion...lol.

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Fender Bender
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Re: Are We Happy With The Level of Communication From Our Home Staff and Moderation?

Nov 27, 2012

I agree that it would be nice for the Home managers to communicate with us more, but that would mean they wouldn't be able to attend as many conferences and conventions.

 

Here are a few upcoming conferences where their presence would be missed if they were spending time communicating with us:

 

International Conference on Hair Transplantation Trichology 2012

BEGINS: Nov 26, 2012Ends Nov 28, 2012

 

  Anger Management Specialist-I Certification Seminar, Tucson, AZ
BEGINS: Nov 28, 2012Ends Nov 29, 2012

 

 
  De-Oiling Oil Removal From Water
Venue: Houston 
Location: HoustonTexasUnited States
BEGINS: Dec 07, 2012Ends Dec 07, 2012

 

 
And the list goes on and on. Where would Home be if Playstation wasn't represented at these important conferences?
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Message 22 of 189 (418 Views)
Survivor
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Re: Are We Happy With The Level of Communication From Our Home Staff and Moderation?

Nov 27, 2012

I thought Home staff and mods were like unicorns rumored to exist but never proven unless you got some extra cash.

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Survivor
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Re: Are We Happy With The Level of Communication From Our Home Staff and Moderation?

[ Edited ]
Nov 27, 2012

They drew a line in the sand between users and themselves long ago. Cydonia_X was good at interacting with people on the forums and in Home, but as some may have noticed, that didn't last long. If you can get into the inner circle you might be privvy to more information, help and whatever else, but the rest of us are clearly just the "paying general public" in their eyes. It's not just a Home thing either.....it's a Sony thing in general to operate this way. It's how they run their business and how they train their people and bind them into non-disclosure agreements--always has been and probably always will be that way. Take a look here--this says it all in terms of overall customer service:

 

http://www.customerservicescoreboard.com/Sony

 

You either take it or leave it--they have waaay too many paying customers to worry about any one segment of users (like Home), nevermind any one individual. It's unfortunate for sure, but it's part of today's corporate world where good customer service has simply been replaced by the push for NEW customers, with little to no regard for whether or not they satisfy, or even keep, the existing ones.



http://www.yourpshome.net/f2/
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Fender Bender
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Re: Are We Happy With The Level of Communication From Our Home Staff and Moderation?

Nov 27, 2012

From waht I can tell its just as Gritty on the inside as it is on the outside... Have you seen what their offices look like?

 

Anyway, I am by no means trying to defend Mods (although a few I have come across seem like Nice Folks - try to remember they are people just like us, and hopefully gamers as well yet its not in the job description, as I have sadly discovered while checking Job listings In the past few years. 

 

They are a Handful to us the Millions!!!! 70 million PS3's (maybe not so many on the forums of course) and what 20 or 30 of them? (not sure what the numbers are) Yet the odds are not in the Mods favor... 

 

Honestly if it was a perfect world, we would not even need MODs and they could have a better job with Sony and then we could just interact with them on a friend to freind basis and thier life would probibly be a lot less stressful, yet its not. Maybe they just need more staff, yet its not up to us, its up to the corperation, and in Business Schools they teach that the Buisness Comes first and that means what? That they make money, hireing more MODs would cost them more.

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Treasure Hunter
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Re: Are We Happy With The Level of Communication From Our Home Staff and Moderation?

[ Edited ]
Nov 27, 2012

This particular issue is part of a greater whole, and very indicative of the general attitude towards Home that Sony, but especially SCEA has.

 

Home is a cash grab for Sony, and nothing more.  It is not even a real product or service.  It has no official infrastructure, or administration.  It is simply a money printing machine that has been left on auto pilot while everyone takes care of more pressing matters.

 

It is a multi million dollar money making service, that has been in "Beta" since it's inception four years ago.

 

It's quality and reliability of paid for content is severely lacking.  It seems to have little to no quality assurance on third party development.  It has no official channels in place for customer service and resolution of technical issues of paid for content.

 

SCEA Support personnel do not support Home.  They refer us to this forum, and the Home "management team" never communicates on this forum.  So, where exactly is our support.  How are issues resolved?

 

Home users are paying customers.  If you have bought content, you are paying for the service.  Thus they have a right, and deserve, proper official channels to access some kind of customer support from the team that is administrating the Home service.

 

The issue is, there isn't anyone administrating the Home Service.  The third party developers do their thing and release content.  Sony gets a cut all in autopilot, and Sony just leaves this system alone with little oversight.  Sony, and especially SCEA set up the sandbox, got people to play in it, and then abandoned that sandbox.

 

They didn't ensure the sandbox stayed clean, and they aren't around when someone finds that a cat has crapped in it.

 

As long as the automated cash flow continues, they will just carry on like everything is rosy.

 

Well it isn't.

People want official communication channels with the service provider.

People want ways of having their issues solved in a timely, professional, official manner.

People want official announcements of service or content changes that may affect them and the services they have already paid for.

 

These are basic things that should be no brainers for any service that is actually collecting monetary compensation from the user base.

 

And in the four years that Home has been operational, these corner stones of basic service have actually gotten worse, not better.  And, given the age of the console, and the Home Service in general, there is no reason to believe that this will ever change.

 

For this reason alone, it is apparent that Home was a failure, based solely on the criteria that any service is judged.  It never made it out of Beta.  It never achieved full operational status that an officially released service has.

 

Not because the product or idea was bad.  Not because it wasn't financially successful, but because administration abandoned it as an official release.

 

SCEA never cared about Home.  Sure, they cared about the money it brought in, but they never cared about Home itself.  They never cared about establishing Home as a full official service that they would stand behind.  That has been apparent since day one.

 

 

 

 

.

 


 


 


 


Be One With The Game.

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Message 26 of 189 (291 Views)
Ghost of Sparta
Registered: 06/28/2009
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Re: Are We Happy With The Level of Communication From Our Home Staff and Moderation?

[ Edited ]
Nov 28, 2012

HOPPER_34 wrote:

They drew a line in the sand between users and themselves long ago. Cydonia_X was good at interacting with people on the forums and in Home, but as some may have noticed, that didn't last long. If you can get into the inner circle you might be privvy to more information, help and whatever else, but the rest of us are clearly just the "paying general public" in their eyes. It's not just a Home thing either.....it's a Sony thing in general to operate this way. It's how they run their business and how they train their people and bind them into non-disclosure agreements--always has been and probably always will be that way. Take a look here--this says it all in terms of overall customer service:

 

http://www.customerservicescoreboard.com/Sony

 

You either take it or leave it--they have waaay too many paying customers to worry about any one segment of users (like Home), nevermind any one individual. It's unfortunate for sure, but it's part of today's corporate world where good customer service has simply been replaced by the push for NEW customers, with little to no regard for whether or not they satisfy, or even keep, the existing ones.



I agree with this notion that they have way too many customers to worry about a disgruntled few, but then I can't understand why the huge difference between the way things are here and the way they are in EU. Have we just come to accept it?

 

Perhaps I'm too unfamiliar with the new hierarchy since our Home Managers are Digital Platform Managers now. Maybe talking to us isn't in their job description since these new titles were bestowed upon them. I think someone tried to explain it to us once...I guess I just didn't see a clear-cut answer and had difficulty remembering. 

 

When I look at the EU forums 1st page I see 7 threads started by Mia_Wall (Home Community Coordinator) and LordRoss (Community Team Moderator). Between the two of them, Mia_Wall and LordRoss have 54 posts to the Home General section of the EU forums in the last week. It's not just the number of posts made in the EU forums, it's what the staff is posting. They actually report new content themselves. They tell of maintenance...of events.

 

GlassWalls had 3  5 posts in the last week. One was a Juggernaut poll. 3 were made in 15 mins of each other 2 days ago, and 2 this evening. Tempest_Fire (does he still have something to do with Home?...I have no idea) signed in today...no posts to a Home forum in the last week (I didn't look back to see how long it had been overall). Locust_Star (is he still with Sony?) last made a post back on Jan. 17th. He last signed in on Aug 27th.

 

Could one of the HCVs that have a working relationship with whomever is in charge of Home these days chime in and relay to us who runs the show now and if their IS in fact an official Sony spokesman for Home? These are the official Forums, yes? Are we just meant to talk amongst ourselves then?

 

 

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PlayStation MVP
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Re: Are We Happy With The Level of Communication From Our Home Staff and Moderation?

Nov 27, 2012

myalana wrote:

 

Perhaps I'm too unfamiliar with the new hierarchy since our Home Managers are Digital Platform Managers now. Maybe talking to us isn't in their job description since these new titles were bestowed upon them. I think someone tried to explain it to us once...I guess I just didn't see a clear-cut answer and had difficulty remembering. 

 



If I'm not mistaken Home Managers were simply responsible for Home related issues and content before. I do believe their duties have been expanded considerably to include digital platforms in general.

 

Someone like Tempest_Fire or Glasswalls would be best obviously to answer that question. It would be nice however to have more direct communication from them with members here on the forum. Mia_Wall is the new coordinator in the EU and she does appear to be much more directly involved with the forum community.

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Ghost of Sparta
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Re: Are We Happy With The Level of Communication From Our Home Staff and Moderation?

Nov 27, 2012
Nice to hear EU has a new coordinator. I had no idea, no wonde things over there seem to be going right rather than over here :smileyindifferent:
New PSN ID for PS4: Redd-Axel

Come check out my Twitch TV channel, will be streaming various PS4 games from time to time http://www.twitch.tv/reddaxel
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Ghost of Sparta
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Re: Are We Happy With The Level of Communication From Our Home Staff and Moderation?

[ Edited ]
Nov 27, 2012

Joanna_Dark_ wrote:

myalana wrote:

 

Perhaps I'm too unfamiliar with the new hierarchy since our Home Managers are Digital Platform Managers now. Maybe talking to us isn't in their job description since these new titles were bestowed upon them. I think someone tried to explain it to us once...I guess I just didn't see a clear-cut answer and had difficulty remembering. 

 



If I'm not mistaken Home Managers were simply responsible for Home related issues and content before. I do believe their duties have been expanded considerably to include digital platforms in general.

 

Someone like Tempest_Fire or Glasswalls would be best obviously to answer that question. It would be nice however to have more direct communication from them with members here on the forum. Mia_Wall is the new coordinator in the EU and she does appear to be much more directly involved with the forum community.


Thank you Joanna, I'm still confused however. The EU forum that I'm referring to is just the English speaking forum. Even at that, They have 2 active staff members who regularly participate and communicate. Isn't NA the largest consumer group for Home? We seem to be getting less content and less dialogue than ever. It may not be a competition, but I'd still say they're winning.

 

I would try to ask the question of GlassWalls via PM, but I've yet to ever hear back from him. Same goes for Trawnza, and MercuryValentine. In all fairness, space_cape halfway answered a question of mine last week, and Joystick_Warrior responded both times I messaged him.

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