Support System needs to change
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Sorry but the support system as it is now is beyond frustrating. Not only the reply times but also the management of support.
Some things that should be changed asap: - do support with a website form (or add a copy paste form ppl can use in the mail) that includes all data you need -- at the moment ppl send you mails and you send them automated or copy paste responses for additional data you probably even have yet it makes support slower again and spams your support even more -- having standardized forms with standardized info also makes it easier for your support to handle support requests -- also standardize the topic to some extent - its way faster to do many similar requests at once than switching all the time - that way you can also set priorities to not having access at all or things that can be fixed fast etc. Apply easy temporary solutions to get rid of many problems and angry customers fast - if ppl have purchased an EA package and have no access to the game just send them another key to activate - if you think ppl will abuse that tie it to the account and limit it to 1 key - account linking - obviously its not working how ppl think it works so either warm people from buying the game for example on steam and your website and link them and recommend to buy both on the same platform - add a general option to move MTs between linked accounts or simply make them accountwide from the start (thats probably easier to do than doing each individual request) I think there is a lot of potential to make support faster and better by doing rather simple things. The fact alone that there is no ticket system and ppl will send randomly formated emails with random information and topics makes the job way harder for support than it has to be. The additional mails probably make it even worse ... Last edited by _N0ctus_#6387 on Dec 20, 2024, 9:18:24 AM Last bumped on Dec 21, 2024, 7:32:24 AM
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It seriously needs to change soon - otherwise this will at some point lead to bad press and bad reviews with a valid reason.
The game is g reat - but the rest also has to improve. |
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bump... also do something about unlock codes. and an option to negate the different location lock out for those who travel the world and still wish to play.
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" I really dont get what is taking them so long - i mean its pretty obvious that having e-mail only support with no standardized form etc. is a bad idea. Didnt even know about hte lockout. |
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My account was unfairly banned by abusive mods for 21 days and I cant even use the premium stash tabs i paid for to trade. Cant join public party. Cant play. Im so disappointed, I could be spending this time playing the game instead but now I have to keep posting complaint message here and sent many email to support. I dont wanna waste their resources but I need to keep posting to get their attention because this is very dissapointing.
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" Bullshit and not banned since you have a timer on it (muted for being an idiot in chat more like) Support is fine if under staffed, the launch of EA brought about 4 times or more traffic to support a lot of which are cases that require a bit more attention and time, this has a knock on effect. Before EA, even during a busy period you would be answered within the hour and even though the whole process may take a few days it could be done on the same say depending on the issue They have already stated that they are hiring more support staff but players also make their issues worse by trying to spam support to be seen, DO NOT, email once and wait for a reply, if that reply asks for info then provide it, if not keep waiting. If you try to bump that mail you will reset your position in the queue each time you do. Ancestral Bond. It's a thing that does stuff. -Vipermagi He who controls the pants controls the galaxy. - Rick & Morty S3E1 Last edited by lagwin1980#2224 on Dec 20, 2024, 5:17:52 PM
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" I know for a fact that seeking to appeal a ban by spamming community boards, support with e-mails, & calling the mods who banned/restricted you "abusive" whilst at the same time claiming not wanting to waste their time isn't only reaffirming the mods decision and likely to be ineffective, it's also hypocritical. Hope it gets solved though! In my quest for knowledge the paradox of ignorance is what amaze me most.
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" Nice post! It's pretty obvious that GGG have always spent 99% of their time/resources on game development instead of developing their website and by extension, their support systems. I can't decide if I approve of this priority or not. Maybe that's the price of setting a new standard for a genre with a complex, innovative and rewarding game full of content developed by a company of some 160 people. In my quest for knowledge the paradox of ignorance is what amaze me most.
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My frustration and anger is rapidly turning into hatred for this company now. Too busy lining their pockets and financing their beloved streamers and content creators. It is abundantly clear where their priorities lie. They couldn't give a toss if you can't play the game you paid for. Merry Xmas eh, G.G.G?
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Oh and by the way guys with hundreds of badges who seem to blindly defend anything they do. I have the right to feel this way, I emailed them 12 days before early access began, only to get one reply which asks for information I already had provided. Complete radio silence ever since.
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