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Forums > Home› Neverwinter Discussion › General Discussion (PC)

GM appeal/escalation?

fenrir4lifefenrir4life Member Posts: 295 Arc User
edited January 2015 in General Discussion (PC)
Is there a method to escalate a ticket when the wording of a GM response essentially boils down to "I didn't bother to read what you wanted or why, but here's why you can't have some other thing you didn't want, and I'm marking this ticket 'solved'"?
Post edited by fenrir4life on
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Comments

  • vasdamasvasdamas Member Posts: 2,461 Arc User
    edited January 2015
    Some say they rule the game the way they want but I heard there was a person that sued some MMO and actually won. *shruggs*

    /inb4lock
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  • fenrir4lifefenrir4life Member Posts: 295 Arc User
    edited January 2015
    Ok, how about civil, reasonable means of pursuing resolution?
  • vasdamasvasdamas Member Posts: 2,461 Arc User
    edited January 2015
    fenrir4life wrote: »
    Ok, how about civil, reasonable means of pursuing resolution?
    Depends on what you lost. I lost 200$ mount once without refund, I don't think there should be reasonable solution about this. In fact why do I still play this broken game? I don't know. I gave you my best honesty reply though.

    OFFFFFFFFFFF COURSE you can try PMing a mod, like Zebumouth or even Akromatik himself but everyone I told to do so never got anything SOLVED. Actually solved, not closed under the title of "solved". Frigging outrage
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  • joocycuzzzzzzjoocycuzzzzzz Member Posts: 577 Arc User
    edited January 2015
    I've never played a single game where any GM or support system was helpful.

    Don't bother, honestly.
    vasdamas wrote:
    I lost 200$ mount once without refund

    .. Seriously? Is this real life?
    Beta player

    One of the many Control Wizards that misses Shard Of The Endless Avalanche. RIP Shard (Beta-Mod3)
  • vasdamasvasdamas Member Posts: 2,461 Arc User
    edited January 2015
    joocycuzzzzzz wrote: »
    I've never played a single game where any GM or support system was helpful.

    Don't bother, honestly.



    .. Seriously? Is this real life?

    Rank 10 on uprading a weapon from purple to orange too. Yeap.
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  • fenrir4lifefenrir4life Member Posts: 295 Arc User
    edited January 2015
    Yeah, no, I think the dev sending the ticket back in just pissed them off. I'm trying to stay civil in my interactions, because I have no interest in being that stereotypical customer from hell, but being ignored is...offputting.
  • vasdamasvasdamas Member Posts: 2,461 Arc User
    edited January 2015
    fenrir4life wrote: »
    Yeah, no, I think the dev sending the ticket back in just pissed them off. I'm trying to stay civil in my interactions, because I have no interest in being that stereotypical customer from hell, but being ignored is...offputting.
    Trust me, we all wrote our support tickets in the most polite manner ever. I even asked some ex-mod I know to help me write those tickets and yet, not a single **** given just an empty words.
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  • fenrir4lifefenrir4life Member Posts: 295 Arc User
    edited January 2015
    Have you ever had a GM speak to you in-game, or is it always the email responses?
  • joocycuzzzzzzjoocycuzzzzzz Member Posts: 577 Arc User
    edited January 2015
    fenrir4life wrote: »
    Have you ever had a GM speak to you in-game, or is it always the email responses?

    I was actually the one who helped fix the Shadow of Demise at the release of module 5, or else it would've been delayed for another 3 weeks... or worse, a month or two.

    I'm of course talking about the OLD shadow of demise from the start of module 5, where the TR would just stand there and everything around him dies, yes, that thing that used to 2-hit epic bosses.

    I saw colorhead (Akromatik) in-game, notified him, showed him a video, he was completely clueless about that bug, he admitted to being shocked (no pun intended I swear) by it, he immediately notified his superiors and it was fixed the next day.

    Akro is the only one I've seen replying, and I play since day 1.
    Beta player

    One of the many Control Wizards that misses Shard Of The Endless Avalanche. RIP Shard (Beta-Mod3)
  • charononuscharononus Member Posts: 5,715 Arc User
    edited January 2015
    fenrir4life wrote: »
    Is there a method to escalate a ticket when the wording of a GM response essentially boils down to "I didn't bother to read what you wanted or why, but here's why you can't have some other thing you didn't want, and I'm marking this ticket 'solved'"?

    Honestly email them back that it's not resolved. Could threaten to escalate it to a BBB complaint if it involves money.
  • suddenlyslowsuddenlyslow Member Posts: 818 Arc User
    edited January 2015
    My French friends have amazing responses to their tickets and prompt too. In fact the same issue I was told a terse 'no' on one resolved before and after me. I considered having them write mine if I ever bothered to again. Now don't get me wrong it could be my manner as while I tend to try to be civil I do sometimes reveal my underlying surly nature out of habit.
  • vasdamasvasdamas Member Posts: 2,461 Arc User
    edited January 2015
    And the funny thing is, they keep sending me mails asking me to rate their support.
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  • joocycuzzzzzzjoocycuzzzzzz Member Posts: 577 Arc User
    edited January 2015
    vasdamas wrote: »
    And the funny thing is, they keep sending me mails asking me to rate their support.

    lololololol.

    Priceless.
    Beta player

    One of the many Control Wizards that misses Shard Of The Endless Avalanche. RIP Shard (Beta-Mod3)
  • mmm1001mmm1001 Member, NW M9 Playtest Posts: 497 Arc User
    edited January 2015
    For anyone expecting response from support, search for BOFH in google, read some of it, and then demand response ... :)
  • UnknownUnknown
    edited January 2015
    This content has been removed.
  • soozgeesoozgee Member Posts: 41
    edited January 2015
    joocycuzzzzzz wrote: »
    I saw colorhead (Akromatik) in-game, notified him, showed him a video, he was completely clueless about that bug, he admitted to being shocked (no pun intended I swear) by it, he immediately notified his superiors and it was fixed the next day.

    It's a pity they do not care anymore then. Winter event exploit still hasn't been fixed, although I've sent 2 tickets to support with detailed explanation of the exploit, I've also notified Akro about it by PM (no answer from him). After almost 3 weekes - exploit is still working.
  • vasdamasvasdamas Member Posts: 2,461 Arc User
    edited January 2015
    soozgee wrote: »
    It's a pity they do not care anymore then. Winter event exploit still hasn't been fixed, although I've sent 2 tickets to support with detailed explanation of the exploit, I've also notified Akro about it by PM (no answer from him). After almost 3 weekes - exploit is still working.

    I guess they have to ban an entired server population now. Filter "excessive ammount of opened gifts"
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  • soozgeesoozgee Member Posts: 41
    edited January 2015
    vasdamas wrote: »
    I guess they have to ban an entired server population now. Filter "excessive ammount of opened gifts"

    If they repaired the exploit when they received detailed explanation how it worked there would be no "excessive amount of opened gifts" on the server. It's CRYPTIC's fault.
  • lucifron44lucifron44 Member Posts: 417 Arc User
    edited January 2015
    fenrir4life wrote: »
    Is there a method to escalate a ticket when the wording of a GM response essentially boils down to "I didn't bother to read what you wanted or why, but here's why you can't have some other thing you didn't want, and I'm marking this ticket 'solved'"?

    When you open a ticket you will notice the number is 3,050,000 or something. That's 10,000 a day, you cannot expect much more than a generic, automated answer.
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  • vasdamasvasdamas Member Posts: 2,461 Arc User
    edited January 2015
    lucifron44 wrote: »
    When you open a ticket you will notice the number is 3,050,000 or something. That's 10,000 a day, you cannot expect much more than a generic, automated answer.

    I bet 9900 of those are gm help > stuck tickets.
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  • henry404henry404 Member Posts: 690 Arc User
    edited January 2015
    For a company, customer support is one of those costs that comes straight out of the profits. Given the general poor levels of customer support for ANY game, even those you pay for, is it surprising that a free game is somewhat lacking in that department?

    I have a friend who's younger brother did some "technical support" for a (non-gaming) software company for a while. He was not an employee, he worked from home using his own PC and internet connection and he was paid per ticket, which averaged much much lower than minimum wage. Crucially he knew absolutely nothing about the products he supported. He simply had a list of common problems and solutions and matched them up to the incoming tickets as best he could. Complicated stuff got escalated to a "proper" support person but his role was basically to minimise those escalated tickets. So next time you get a support reply that says "have you turned it on?" or "try updating your drivers" you are probably dealing with a 17 year-old who has never even played the game. It's just how it is.
  • ironzerg79ironzerg79 Member, Neverwinter Moderator, NW M9 Playtest Posts: 4,942 Arc User
    edited January 2015
    Just respond to the ticket with the quoted NOT paraphrased response, and let them know the issue is unresolved.

    And guys, the moderators here are NOT devs and they're not GMs. They're just regular players who've been appointed the responsibility of helping to moderate the forums. They obviously have contact with the Devs, but they don't have the ability to fix things.

    Akromatik is the community manager who actually works for Cryptic, and he's a more directly line to help (as seen with getting the attention of devs to fix bugs).

    But if there's a customer service issue, you have to (as slow as it may seem) keep escalating until you get a response. At the end of the day, it still might be "nope", but that's that. And don't open a new ticket, because that just puts you back at the beginning of the queue. Keep responding to the tickets that you get in your email.
    "Meanwhile in the moderator's lounge..."
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  • rollingonitrollingonit Member Posts: 1,322 Arc User
    edited January 2015
    What ironzerg says.

    Zeb/lew/ambi do what they are supposed to do. As far as the customer support dept goes... I have no idea. But then I worked at xbox support, only thing that got escalated was if your xbox started on fire.
    We can pretend.
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  • charononuscharononus Member Posts: 5,715 Arc User
    edited January 2015
    rollingonit wrote: »
    What ironzerg says.

    Zeb/lew do what they are supposed to do. As far as the customer support dept goes... I have no idea. But then I worked at xbox support, only thing that got escalated was if your xbox started on fire.

    You might not want to admit to working there. I have the urge to get a pitchfork now.
  • rollingonitrollingonit Member Posts: 1,322 Arc User
    edited January 2015
    charononus wrote: »
    You might not want to admit to working there. I have the urge to get a pitchfork now.

    haha did you ever get 3 red lights eh eh eh maybe 1, 2, 3, 12 times eh haha
    so many angry mothers
    We can pretend.
    Fox Stevenson - Sandblast
    Oh Wonder - Without You

    Do not go gentle into that good night.
    Rage, rage against the dying of the light.
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  • charononuscharononus Member Posts: 5,715 Arc User
    edited January 2015
    rollingonit wrote: »
    haha did you ever get 3 red lights eh eh eh maybe 1, 2, 3, 12 times eh haha
    so many angry mothers

    Last time I got it was a week out of warranty after 4 previous times. Got told by support to and I quote "suck it up and buy a new one" Haven't given microsoft a dime since, and won't as long as I live.
  • rollingonitrollingonit Member Posts: 1,322 Arc User
    edited January 2015
    Hmm thats wierd, after a certain point it was totally free, im pretty certain even out of warranty as long as you didnt like try to wet towel it (break seal on box). Should of called me direct :)

    edit: actually wet toweling I dont think you opened box, probably a fire hazard though
    We can pretend.
    Fox Stevenson - Sandblast
    Oh Wonder - Without You

    Do not go gentle into that good night.
    Rage, rage against the dying of the light.
    - Dylan Thomas
  • charononuscharononus Member Posts: 5,715 Arc User
    edited January 2015
    rollingonit wrote: »
    Hmm thats wierd, after a certain point it was totally free, im pretty certain even out of warranty as long as you didnt like try to wet towel it (break seal on box). Should of called me direct :)

    edit: actually wet toweling I dont think you opened box, probably a fire hazard though

    Yeah didn't do anything like that. It could have been an employee trolling before they quit. If it was they succeeded in driving off a customer.
  • eldartheldarth Member Posts: 4,494 Arc User
    edited January 2015
    charononus wrote: »
    Honestly email them back that it's not resolved. Could threaten to escalate it to a BBB complaint if it involves money.

    Actually did file a BBB complaint after being a victim of their rampant false advertising. Got my promised item after that.
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  • blackfoxaltoroblackfoxaltoro Member Posts: 107 Arc User
    edited January 2015
    just PM project manger, or Zebumouth, go into indepth (and I mean VERY indepth) detail of your problem, tell them your not happy with the tecket you got because it made no sense to your problem and why. and then let us know how it goes.
This discussion has been closed.