Really the dozens of tickets on the same bot characters for the last year+ have yielded zero results, they are still there in the same places, farming the same mobs, with a new train of characters behind them.

Screenshot and video evidence I should add.

ShadowMonarch wrote: »

Really the dozens of tickets on the same bot characters for the last year+ have yielded zero results, they are still there in the same places, farming the same mobs, with a new train of characters behind them.

Screenshot and video evidence I should add.

Yeah, the bot situation is not getting any better, and the reporting tools just do not get the job done.

Last time I saw that chain in Shadowfen, I was just like, "**** it. I don't have the time to try to manually report each and every one of these." And, of course, if you do take the time to report them... nothing happens. I don't know if that's the botters are rotating out characters... or if the only thing they can do is get to a keyboard and respond when a PM comes in. But, it's very demoralizing.

Minyassa wrote: »

Just because I've heard some people say of putting in a support ticket, "Why bother, they won't be able to do anything anyway," I urge you to bother, because they've proven to me personally that they really will take the time and effort to look into a problem and do everything they can to solve it for you. I had some items vanish and my ticket got immediate attention and they went to a lot of trouble to work on the issue with me. They were even communicating with me in the middle of the night for EST time zone. I know sometimes people get frustrated if there isn't a good solution to a problem but please don't think they don't at least try, and give up before you give them a chance.

I gave them a chance. Seemed like a simple matter to me?
I had items in the bank. Some of them also vanished during a transfer. There was plenty of proof to show this. I had screenshots, log in history (which theirs was the same as mine) to show no one logged into my account and removed stuff during that time, snapshot date and time, as well as an exact count of what was missing.
Their response was that yes, they could see there was an error, but there was nothing that could be done. They explained that its just not possible for them to send me copies of these items.
I have since found out it seems they have no problem to send items to others? Whatever. I just let it go because it was mostly low level crafting supplies, the most expensive thing was a purple recipe (though not a very high value one).
To me it was more a case of principle than value, and it was a low cost lesson to take a 'play at your own risk' attitude in this game and I dont bother dealing with customer service anymore.
Or maybe is a case like the godfather, refuse me once and Ill never ask again

This game makes a big point to focus publicly its Cash shop and $$$ avenues which in fairness it should it is a business, but they make so much of a point to constantly shove things in our face for $$$ signs that it way over shadows any attempt at Quality Customer Service.

It is very obvious that it is NOT their main priority. The main priority for them is $ above all else and if they don't agree then they have done a very POOR job communicating it. They constantly ignore threads, ignore the community, and pump out cash shop and crate items on a perfect schedule.

Same here, I'm convinced people just dunno how to properly utilize customer support, they've always resolved my issues promptly and thoroughly. Don't just submit a ticket and then whine about it not getting answered, go and actually bother to read the email they send you and follow the steps in it.

MercTheMage wrote: »

Same here, I'm convinced people just dunno how to properly utilize customer support, they've always resolved my issues promptly and thoroughly. Don't just submit a ticket and then whine about it not getting answered, go and actually bother to read the email they send you and follow the steps in it.

Sometimes those steps aren't even relevant too the problem or issue posed.

Look ive worked in support before (not for this game), Every single CS department in every company we worked with has scripts just as we did. They use that so they dont get personally involved with said issues presented by a customer so they dont have to worry about accountability, the scripts are very carefully worded and this is why people see them as useless because it comes across as the people in CS do not know what they're talking about and just C+P scripts to solve problems.

Ill admit when ive submitted a support ticket my own have been resolved promptly but those were for minor issues. Hell I accidentally placed a daedric motiff (when it was worth something) in the guild bank and not my private bank because I was tired and they sent me a new one in the mail. I was shocked tbh. That was of course a very long time ago.

My point is that simply following the steps and showing some respect isn't enough all the time they really need to show they know what they're talking about and try too update the people involved efficiently including the customer otherwise theres no trust and an immediate loss of respect which will result in the service not being used properly. Its impossible for it to be done 100% of the time but the attempt should be made regardless.

MercTheMage wrote: »

Same here, I'm convinced people just dunno how to properly utilize customer support, they've always resolved my issues promptly and thoroughly. Don't just submit a ticket and then whine about it not getting answered, go and actually bother to read the email they send you and follow the steps in it.

Had an issue with our Guild.

Submitted a report. Followed up on e-mails. Continued to communicate with CS about the problem.

It took them over 3 months to fix it... by which time our Guild had depopulated and has never recovered.

... Yeah, CS are just great, /s

My wife traded an item (3 mil dummy) in housing and it vanished. Support would do nothing. They claimed there was no way to prove the item ever existed or that it vanished in the trade. Pure BS and trash support.