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

worst customer support ever

mcleod71mcleod71 Member, Neverwinter Beta Users, Neverwinter Hero Users Posts: 119 Bounty Hunter
edited May 2013 in General Discussion (PC)
I submitted a ticket on the 29th of april as of right now still unresolved no response no nothing is this typical?
Post edited by mcleod71 on

Comments

  • glanniganglannigan Member, Neverwinter Beta Users Posts: 463 Bounty Hunter
    edited May 2013
    Ever...? EVER? Wow....

    I dunno...the lady at the Chinese restaurant I order from may have something to say about that.
  • kilo418kilo418 Member Posts: 823 Arc User
    edited May 2013
    Is it bad that i read the title in the voice of the comic book guy from The Simpsons?
  • stonedbillstonedbill Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 0 Arc User
    edited May 2013
    I agree, the customer support here is the most terrible I've ever seen.
    1ovlbg9.png

    Smoke@stonedbill - Mindflayer - 60 Rogue
  • pocketcopperspocketcoppers Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 36
    edited May 2013
    I'd say whoever thinks this I the worst CS is either quite new to the MMO scene or lives somewhere in the hinterlands of New Hyperbole.
    Lo, the mighty Oak: Just a little nut who stood his ground.
  • superord00superord00 Member, Neverwinter Beta Users Posts: 0 Arc User
    edited May 2013
    mcleod71 wrote: »
    I submitted a ticket on the 29th of april as of right now still unresolved no response no nothing is this typical?

    This is normal for a new release, for pretty much any MMOs. There is gonna be a ton of support request, and obviously the staff will not be able to keep up.

    Why do they not hire more staff then you ask? Because they would have to lay them off in a few weeks, and by the time they finished to train them, surplus of work will be gone regardless as things calm down and normalize.

    Source: CS representative for another MMO for 3 years now, this happens every time we launch a huge content update/expansion and people flock back in numbers.
  • enderlin50enderlin50 Member Posts: 993 Arc User
    edited May 2013
    Comcast has worse Customer Support. I called because internet was down. The CSR asked me if it was snowing outside(which it was). I was like umm Yea, they responded my internet is down because its cold outside.....
    [SIGPIC][/SIGPIC]
  • stonedbillstonedbill Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 0 Arc User
    edited May 2013
    pocketcoppers wrote: »
    I'd say whoever thinks this I the worst CS is either quite new to the MMO scene or lives somewhere in the hinterlands of New Hyperbole.

    PW doesn't even read the tickets. They copy and paste to come to the forums and look at the FAQ EVERY TIME.
    1ovlbg9.png

    Smoke@stonedbill - Mindflayer - 60 Rogue
  • doowie1982doowie1982 Member, Neverwinter Beta Users, Neverwinter Hero Users, Neverwinter Guardian Users Posts: 284 Bounty Hunter
    edited May 2013
    Perfect Worlds customer support is outsourced. They don't have access to change or approve anything. All they can do is provide you with template responses and when there is an issue that they can't deal with they forward it to the customer support lead at Perfect World who then says "yes" or "no".

    But yeah the support through PW isn't that great. EA at the moment provides a better support xD
    60 Dwarf Devoted Cleric
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    11 Elf Control Wizard

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  • rayni250rayni250 Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 0 Arc User
    edited May 2013
    Yah they are really bad, I finally got a response from the ticket I put in on the 30th and it was to let me know they lost all the tickets and ended with: THANKS FOR PLAYING STAR TREK ONLINE.....fail. And they closed it out, so I had to do it all over again....double fail. I'm never getting back my AD from the early AH bug, that's pretty clear.
  • nullptrnullptr Member Posts: 36
    edited May 2013
    Hmm I lost all my characters during maintenance yesterday, I sent a ticket, I was not too hopeful I would get that good support because it was a f2p game. After getting the first response, which was an auto reply, have you tried this and that and reading this thread I am probably not getting my characters back, at least not without having to to send a lot of tickets =(.
  • bluedarkybluedarky Member Posts: 1,232 Arc User
    edited May 2013
    doowie1982 wrote: »
    Perfect Worlds customer support is outsourced. They don't have access to change or approve anything. All they can do is provide you with template responses and when there is an issue that they can't deal with they forward it to the customer support lead at Perfect World who then says "yes" or "no".

    But yeah the support through PW isn't that great. EA at the moment provides a better support xD

    I wouldn't say that, EA guarantee a response in 24 hours and they took 2 weeks to tell me my ticket was being escalated and another 2 for a real person to get back to me about it.

    Perfect World on the other hand give 4-5 business days for a response, we're not ever at double that yet.
  • anashimanashim Member Posts: 259 Bounty Hunter
    edited May 2013
    (forum crash)
  • tfangeltfangel Member Posts: 0 Arc User
    edited May 2013
    Someone doesn't have AT&T as their internet (with no other option for broadband, ugh).
  • anashimanashim Member Posts: 259 Bounty Hunter
    edited May 2013
    My experience is - and it seems the experience of some others in the forum - the technical staff members really listen to those ticket items, and do everything they can to resolve the issue. In my case, they resolved everyone of my technical issues.

    The main computer glich I had was my minor potions of healing kept disappearing. That seems to have gotten fixed within a day.

    The tickets get attention even if the automated responses are sometimes less than on point.
  • ragemonkey83ragemonkey83 Member, Neverwinter Beta Users, Neverwinter Hero Users Posts: 60
    edited May 2013
    3 tickets on the 25th , no reply , not even to say they lost it.....

    now if they are still on day 1 of the game for tickets there is an issue.
  • anashimanashim Member Posts: 259 Bounty Hunter
    edited May 2013
    Anyway, Im having a great time in the game.
  • labbblabbb Member Posts: 1 Arc User
    edited May 2013
    Obviously you never played a Sony game
  • v1ctor2kv1ctor2k Member, Neverwinter Beta Users, Neverwinter Hero Users Posts: 0 Arc User
    edited May 2013
    I'm not trying to defend PW, but the fact of the matter is, every customer support has problems like this especially during launch. I remember having to wait up to 6 Weeks for a reply from EA support and 2 Weeks for a reply from Trion support. Steam support can also take up to two weeks. It's a sad truth that most customer support centers are heavily understaffed and simply not capable of providing good support because big gaming companies aren't willing to pay enough.

    Edit: I think PW needs some sort of Live Chat support, so people can talk to someone directly instead of having to wait weeks for an automated reply.
  • anashimanashim Member Posts: 259 Bounty Hunter
    edited May 2013
    ragemonkey83 wrote: »
    3 tickets on the 25th , no reply , not even to say they lost it.....

    now if they are still on day 1 of the game for tickets there is an issue.
    Regarding ticket items if you havent received feedback, I suspect, they are still working on the issue. Some things might be harder to fix than others.

    I wouldnt worry about the feedback, just whether the issues get resolved. To my surprise, I just got feedback in the form of automated responses in my ingame mail button. Again the responses are automated and might be less than on point, but my issues got resolved.
  • anashimanashim Member Posts: 259 Bounty Hunter
    edited May 2013
    My feeling is, the ticket items and the customer support items might be different groups of people. The ticket items usually require technical assistance, and these ones get resolved.
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