What is with Customer Support?

[Deleted User]

The user and all related content has been deleted.

Rene_Valionus

I don't want to bad mouth support or anything but I've also been waiting for 4 days now on a ticket i sent regarding changing my country. So yeah they're kinda slow...

Qbiken

Same here, had problem not receiving crown that I bought, still no "human" respons

@ZOS_GinaBruno Not sure if you´re the right dev to write to but need some help regarding that :P

SaRuZ

Dude we sent a ticket in wondering why enemy AoE's were not showing in red. Customer Support replied with "Check your settings, you probably have Target Glow off."

Actually....we had "Combat Cues," off. Lol

Though I did report three bots power leveling last night and they weren't there tonight so that's good atleast.

makeumrage

Donno how it works elsewhere, but on XB1 we submit a ticket via game menu from help. We get an automated reply, and then if you reply back to the automated reply in your email you get a real person. Some support member told me always reply to the automated reply detailing your issue. Always works for me.

Myrrah

makeumrage wrote: »

Donno how it works elsewhere, but on XB1 we submit a ticket via game menu from help. We get an automated reply, and then if you reply back to the automated reply in your email you get a real person. Some support member told me always reply to the automated reply detailing your issue. Always works for me.

Yes-if you go to your account support page and look at the history-if they have sent you an email that you haven't responded to, it will say "waiting on customer". Also-they may be really swamped atm.

Franieck

their support is really useless for some reason... I submitted I believe 3,4 tickets in total and whenever I got an answer they were automated or plain useless

I truly wish they had a decent support system, or maybe I just got unlucky...

billp_ESO

Customer Support (in almost all companies) is costly overhead, with almost no way to measure the benefits of it.

Normally, businessmen would say: "We'll invest X dollars, and we expect X+Y dollars as a return."

But how do you measure Customer Support? Sink another million into it, and how can you tell what your return is?

So, to minimize costs and maximize profits, Customer Support is trimmed down to the minimum.

Trinity_Is_My_Name

makeumrage wrote: »

Donno how it works elsewhere, but on XB1 we submit a ticket via game menu from help. We get an automated reply, and then if you reply back to the automated reply in your email you get a real person. Some support member told me always reply to the automated reply detailing your issue. Always works for me.

Yep. That is exactly what I did to get a real human response.

Elsonso

Spectral_Lord wrote: »

I'm serious. I've just sent my second ticket regarding the same issue, but I get an automated response back that's not even remotely related to the problem. At least the first time I got a response from Support itself, but shortly after that it just felt like automated responses were sent, going all; "We apologize that we still have not been able to assist you with your issue and appreciate your continued patience" repeatedly. They're not even assisting, just sending automated responses. By the way, that first ticket got set to solved shortly after the last automated response.

The second time, now this is rather funny IMO, I sent a ticket again regarding this rather simplistic issue. I forgot the answer to my Security Question and wanted to request a reset for it (if that's possible). I got an automated response about "new Forum account invitations and this ticket will be set to solved."

Like... seriously? Did I write to them on a bad day or something?

My feeling is that Customer Support is underfunded for the number of players currently in the game. They are not bad, but it does means that it is going to take time and that they are likely going to be in a hurry when they do turn their attention your direction.

The basic rules for the CS game here are simple.

1. One ticket per issue. No more, no less. One ticket is all you shall write.
2. One must wait patiently for as long as it takes to get a reply to the one ticket.
3. One must reply every time they respond to the ticket. This can be by email, or directly on their system. If you have nothing to add and you are in a queue waiting for help, just thank them and tell them you are waiting. See #6.
4. If they respond with something that sounds like they did not read your ticket, clarify your request using different words. See #6. Tickets are filtered by language analysis that pulls out keywords and matches them to canned responses that might be helpful.
5. The really don't close tickets. Responding to the ticket will reopen it.
6. Always be polite and nice. Restrain any tendency towards sarcasm, demands, threats, etc. They are busy and need to move onto the next issue. You want them to stay with yours. Don't *** them off.

Edit: And I forgot. The forum staff feels your pain, but they are not Customer Support. At best, they can peek at the ticket to see what is going on, but their job is on the forum.

Neophyte

Leave them alone , they are too busy trying to fix the pvp