Dark Age Of Camelot: ToA and Quests

Taken from here

Quick refresher course on our appeal system, and how you can help to speed up the response time:

Appeals are sorted into categories, so that we can better perform triage and help out customers with true emergencies. You select the proper category for your appeal from the drop down menu. If you accidentally select the wrong category for your appeal (such as selecting "stuck - need immediate assistance" when you meant to choose a more general category), don't worry - our CSRs simply reroute the appeal until it's in the right place.

We don't answer bug appeals - those go straight to our testing team. Stuck appeals (in which the player is stuck in the geometry of the game) are dealt with immediately. Quest appeals go to a special team of CSRs with more power (in terms of quests) to help you. Name appeals have a whole different system (discussed fully in the Herald archives). Harassment/abuse appeals are routed to the top of the general pile. And then there's the general pile.

You'll note that there is no category of appeal for feedback - we ask that players send us feedback forms from the Herald instead.

Remember that you don't "lose" your place in line when you log out. The next time you log in to play, if your appeal is one of the oldest, you'll move to the head of the line.

Right now, with the launch of TOA, there are a lot of appeals in the pile, and we're a little behind. You can help by not sending feedback appeals, and by choosing the right category for your problem (to save the time a CSR will have to spend to reroute it). You can also help by being quite specific in your appeal (give the names of the zone, NPC, quest name, /loc of problem, etc) - an appeal that only says "help plz" makes things difficult for everyone. And finally, make sure your registration information has the most recent email address of yours. We're handling a lot of issues via email, and we want you to get your mail!

Developers were here all weekend investigating issues and problems. If you've got an appeal in about one of the Master Level Trials, please check out this short list of recently investigated things (and the patch notes I've been posting today - we've tweaked a number of things in response to feedback). If you find your question answered, you can cancel your appeal by typing /cancelappeal.

Q: Are the spawn timers working?

A: Yes. For more information on how our timers work, please search the Herald archives. Please note - if you have an appeal on this and similar subjects, you won't hear from someone in game. You'll get an email. That's because this is not something the CSR can answer. All they can do is ask the live team to investigate, which they have been doing.

Q: The spoiler I saw says "do X" - and that doesn't work. Is the encounter broken?

A: No. Some of the spoilers I've seen aren't quite right. Hey, it's been launched less than a week, I wouldn't expect a spoiler to be perfect yet! But, for example, some of the encounters are tuned to be MORE difficult if the tactic used is a boring old zerg rush. And some of the early quest completers "won" by sheer luck, or they did it the hard way. Don't take a third party spoiler as gospel, that's all I'm saying.

Q: I've been trying to solve an encounter for hours now. Can I have a hint?

A: Our CSRs don't give hints, sorry :) Also, before TOA, we had a lot of complaints that our encounters were too easy to figure out - so TOA has a number of multiple stage strategies for people to puzzle over and solve.