Thank God it's not Friday
We've had bad days before, but last Friday was truly a massive blow to our aspirations of clearing up the final remnants of the RMR queue this week. On Friday alone, we received almost three thousand emails from customers who had not updated their email addresses and needed us to do so for them, in wake of the password reset. We are thus right back in a full blown support crisis that we would have called epic once upon a time, although nowadays we don't call them anything, we just grit our teeth and get on with it.
Once again, we ask for your patience and understanding, as we attempt to clear our queues. We appeal to players to submit only ONE email per issue, since we are required to review and answer every mail we receive. I saw one instance yesterday where a user had sent us seventeen seperate emails on the same issue. This is tantamount to sabotage, really, as this just makes the waiting period longer for everyone, while the excess mails are opened, read, replied to and closed.
To add to our misery, the mailserver had trouble coping with the strain of sending out so many mails, meaning that some players had to wait for a long time to get their new passwords. Regrettably, this lead many users to use the password retrieval page, which sends out a new password through, yep, the same server. This not only added to the load and waiting time, it also meant that when players finally got their password mail, it was outdated, since they had requested another password. Good times.
The weekend has thus been nightmarish at times, as we scrambled to come up with emergency measures to deal with the situation. We have now been given the ability to generate passwords for the players still locked out of their accounts and we will be focusing all our energies into coming to their aid. As usual, we will answer everyone, but it will take some time before we get to you all.
All the best,