Turbine Takes Over Customer, In-Game Support For Asheron’s Call® Games
WESTWOOD, Mass. – March 2, 2004 –Turbine Entertainment Software Corp., a premier provider of online subscription entertainment, today announced it has assumed complete responsibility for customer, in-game and technical support for the video games in its massively multiplayer online role playing game (MMORPG) franchise, Asheron’s Call®.
This is the first time Turbine has operated a customer service center, which it developed over the last several months. The new support center offers help to gamers who subscribe to Turbine’s Asheron’s Call®, Asheron’s Call: Dark Majesty® and Asheron’s Call 2: Fallen Kings® video games.
“Taking over customer service for the Asheron’s Call games is a big step in Turbine’s transition from a game developer to a provider of online subscription entertainment. However, it is not just a great move for Turbine, but for the players who subscribe to our games as well,” said Mike Hogan, executive director of the Online Services Group, Turbine Entertainment Software. “We’re excited to begin providing in-game support for the multitude of AC subscribers. It’s a testament to Turbine’s commitment to the franchise and our fans.”
Turbine’s New AC Support Channels
In-game Support: Now, if AC and AC2 players have any troubles in-game while adventuring through the colorful world of Dereth, Turbine has an enthusiastic staff of player support representatives who offer real-time service. Gamers can “speak” with in-game support reps through the convenient in-game chat-help system.
Knowledge Base: Turbine implemented a new, extensive knowledge base available to all players via the Web, which allows people to easily search for answers to their questions and issues. If gamers can’t find their answers, they can easily submit their query via the web site and a customer service rep will promptly respond to the query via email. Gamers can find customer service on the Web.
Telephone/Technical Support: Making communication with the game support staff as convenient as possible, Turbine is offering technical support for the AC franchise titles by phone. A new technical support help line is available during the online games’ peak play hours, Tuesday through Saturday, 2:30 pm – 10 pm Eastern Standard Time.
“Turbine really wanted to ensure it offered a variety of options to players who might be facing technical issues with the games they love,” said Hogan. “Even in an online-savvy community, you will find customers who prefer to speak to a live, breathing human being. Offering phone support is just another way for us to get closer to the gamers, and for them to be closer to the game support staff.”
Turbine began preparations for the new support center when it agreed to acquire the AC franchise titles from Microsoft Game Studios last year. The next step in the transition will be billing support, which is slated to convert from Microsoft to Turbine later this year.
About Turbine Entertainment Software Corp.
Headquartered in Westwood, Mass., Turbine Entertainment Software Corp. is a premier provider of online subscription entertainment. Formed in 1994 and employing more than 130 employees, the company is one of the largest and oldest online game studios in North America. The company’s proprietary technology, the Turbine Engine®, generates some of the most sophisticated 3-D graphics in the world, producing such memorable projects as Asheron’s Call®, Asheron’s Call: Dark Majesty®and Asheron’s Call 2: Fallen Kings®. Turbine is currently developing The Lord of the Rings™: Middle-Earth™ Online and Dungeons & Dragons® Online. For more information, visit the Turbine web site.
Turbine Entertainment Software®, Powered by our Fans®, Turbine Engine®, Asheron’s Call®, Asheron’s Call: Dark Majesty® and Asheron’s Call 2: Fallen Kings® are all registered trademarks of Turbine Entertainment Software Corporation. All other trademarks are the property of their respective companies.
4/14/2004
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