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The non existent "Customer Support" line forum mods like to throw.
jim2108
Member Posts: 29 Arc User
"Please use the Customer Support Ticketing System or PM function of the board to contact us.
By forum admins."
Is it just me or is this getting thrown out way too much about forum admins? Some people are quite frustrated with this copy paste response that many forum admins use after closing some legitimate posts that break no forum violations at all. And to make matters worse is how that "Customer Support" is pretty much a non-person friendly automated system that will normally close a ticket after making the customer wait for a week or more with this response.
<Removed Private Correspondence>
So I along with many people who have had to deal with this lack luster service would like an answer as to how we can REALLY get our issues resolved instead of having to send in ticket after ticket to a non existent support system that closes them due to "High Ticket" volumes? Or do I really have to pay a personal visit to PWI's office in order to talk to an actual human?
By forum admins."
Is it just me or is this getting thrown out way too much about forum admins? Some people are quite frustrated with this copy paste response that many forum admins use after closing some legitimate posts that break no forum violations at all. And to make matters worse is how that "Customer Support" is pretty much a non-person friendly automated system that will normally close a ticket after making the customer wait for a week or more with this response.
<Removed Private Correspondence>
So I along with many people who have had to deal with this lack luster service would like an answer as to how we can REALLY get our issues resolved instead of having to send in ticket after ticket to a non existent support system that closes them due to "High Ticket" volumes? Or do I really have to pay a personal visit to PWI's office in order to talk to an actual human?
Post edited by jim2108 on
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Comments
P.S They dont want to spend more money then what they want to, having more customer support is giving them money. The money that they would get if they did not hire more, so basically greedy. Their are people that are looking for work do they hire them (no), why because they dont want to spend more money then what they want too.
Hence why the threads are locked and you are directed to customer service.
You can read some more information about the continued effort to improve customer service here but in the mean time the forum staff can not do anything about matters which truly require customer service to take care of such as billing issues, non-forum related punishments and general account issues.
Obviously you don't know how a business works then. Labor is the one of the most expensive outlays for any company--and for a company based in CA, where the state minimum wage is higher than the US federal minimum, even more so. Therefore, they have to make do with what's in the labor budget.
It isn't greed, just business sense. That, and there is genuinely nothing forum mods can do about account matters. They aren't PWE staff, and board rules prohibit discussion of administrative actions in any event.
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P.S A mod will reply with if you have an issue send a ticket just what he said.
I gave the honest answer to the question. However let's not start fighting.
P.S. There are many more Customer Service Reps than there are forum moderators. Many, many more.
You just notice us more. CS also deals with many, many, many more tickets and reports than I do.
...customer service. Three Stooges, anyone?
Now I get that that's all you volunteer mods can do, as you have no real power to do anything other than modify or delete other people's posts..or lock them and move them to the dark, lonely place....but think. The person just stated they are getting nothing. No responses. No replies. Automated messages redirecting them to nonexistent departments.
Somewhere, the loop might be broken, don't you think? I've seen this type of complaint in all three of Craptic's games now.
Nobody can reach this mythical "customer support" you speak of so highly.
I would say they have valid concerns, and this is the ONLY venue where those concerns can be made public and heard. Because y'know.......customer support. Or lack thereof.
Just thought I'd point out the obvious.
Occam's Razor makes the cutting clean.
"Obviously you don't know how a business works". Nice. Check lower depths for more jewels like that.
They're just normal players, their judgement is absolutely not any better than yours or anyone else's, and don't let them try to tell you otherwise.
Yeah!
Yeah! Why can't people see the truth of these things?
Customer support takes time to respond and it is a long period of time at this time. I never argued that.
But people mainly post to state when they do not respond. All the times that they do respond most people leave it at that and go back to, you know, playing the game.
And sadly there are no biased rules. We are told that happy endings are no different than the sad endings and all private correspondences must be removed. So even when a customer does post their happy experience the thread will typically get locked, sent to the depths, or hidden from public view depending on the nature of the thread.
The truth is, we can't do anything. Not just us but the CM's too. Customer Support doesn't want anybody skipping the line and the few times the CM's have stepped in to expedite serious issues they get the whole speech we give you all. The truth is it's not fair for anybody to skip the line so we are told by customer support to keep a hands off approach.
There are few people who do not get responses from Customer Service. They simply take time to respond to each issue but it is a time period which is being reduced basically daily.
I had left this thread open in case the Original Poster had any more questions but it appears he/she does not. As such I am placing a padlock on the thread with a solemn reminder that the only way to resolve account related issues is to contact customer support.
Our hands, including the Community Managers, are tied. If customer service can't be contacted within a month send me a PM but I can't promise anything.
He was not a forum mod at that point in time. He'd be a bit more polite now, I promise.