What am I supposed to do put in another ticket? this will be the third, they keep sending me generic emails about what they can't do that are unrelated to the issue and marking it as solved. its very frustrating.
What are you having trouble with? I having trouble with my launcher. I can start it but it is minimized and I can't maximize it. Last night when I went to bed I didn't have any problems.
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dardoveMember, Neverwinter Beta Users, Neverwinter Guardian Users, Neverwinter Knight of the Feywild UsersPosts: 0Arc User
What are you having trouble with? I having trouble with my launcher. I can start it but it is minimized and I can't maximize it. Last night when I went to bed I didn't have any problems.
Actually I didn't expect to get a response, the few times I have put a post in here about this it has been deleted within 30 sec and ive been told off about quoting GM's so I don't think I better mention what the problem is, needless to say it is a legitimate issue and I have not put in a ticket for any MMO in the last 4 years so I don't waste my time in silly stuff.
I understand that there service is poor and overworked /undersupplied, but I really think that if a ticket floats around for a month, it gets automated /booted and a generic response is generated, because anyone with half a brain can see that the issue doesn't relate to what they email to me. its just sad that after 3 months no GM has even looked at my ticket.
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templarknight91Member, Neverwinter Beta UsersPosts: 0Arc User
edited July 2013
I agree every time I send a ticket, I get a stupid automated answer that really has nothing to do with the problem like,
the other day I typed my PW in wrong too many times (due to cat sitting on my enter key) and after 3 tries it says wait a few moments, come to find out 2hrs later, it says " Too many attempts, Please try again in a few moments"
I wait the next day, same thing so I make a new character to find out what the hell is wrong with the login and it says the same exact thing, so I took a guess and figured they blocked my IP without notifying me and saying "Too many attempts we have blocked your I.P. for now" so I changed my I.P. and what do you know, I logged in just fine.
So keep that in mind if you ever enter your PW wrong more than 5 times. What I'm trying to say here is, don't bother sending a ticket in just figure out the solution to your problem on your own. It WILL be much faster and knowledgeable.
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kimberixMember, Neverwinter Beta Users, Neverwinter Guardian UsersPosts: 0Arc User
edited July 2013
Unfortunately, it seems that their customer support service is run with bots (really).
I've worked for companies that have bots in their system to keep things moving along. If a ticket is open for xx amount of time, a bot / process moves it into a different queue, sends out a generic email and increases the urgency (but not really).
From that point on, the ticket goes around on an automated queueing system (similar to your suitcases on the convery system in an airport) until a human gets involved and removes it from the system to actually deal with it.
If you're lucky it gets addressed and resolved within an acceptable amount of time, if you're unlucky, your 'ticket' ends up in lost-luggage 5000 miles away from the beach you're lying on.
Worst-case scenario is if these systems either haven't been configured properly, or haven't got a loop in the system at which point the tickets reach the 'end' of the queueing system and either get closed or deleted.
Customer service probably has a slow response time due to all the ridiculous tickets people post. Just look at all the whiny forum posts about small stuff. Due to this being a FTP game I doubt that they are required to have any type of customer service other than for cash transactions. If the game isn't working for you then I guess they don't expect you to play. It would probably help if they had a forum section for players helping players so that people can pass the word on how they fixed various issues.
If the game isn't working for you then I guess they don't expect you to play.
This seems to be the case exactly. If the game works for you, then you don't need support unless it's possibly with a transaction of zen, which means you are spending real money. If it doesn't work for you, then you should for sure know not to spend any real money, and they assume that to be the case and offer no support for you.
I've had tickets open with obvious bot responses too, and really I was in shock that I got a response at all. I really believe players would be more satisfied if they actually said outright that they didn't offer any game support, it is what it is, but if you have problems with real money transaction, then maybe they will look into it.
The best part of the whole thing, that you get a response to the ticket that's obvious automated, which tells you there is no fix for your issue any nothing useful, but it takes a month to get that response. If they just bot back responses, why not just have them auto-send within like an hour? It might actually make players feel better, doubt it though really lol.
What am I supposed to do put in another ticket? this will be the third, they keep sending me generic emails about what they can't do that are unrelated to the issue and marking it as solved. its very frustrating.
The old Squeaky Wheel approach to customer service! Still a classic. Good luck!
I hate to be a kicker,
I always long for peace,
But the wheel that does the squeaking,
Is the one that gets the grease.
The old Squeaky Wheel approach to customer service! Still a classic. Good luck!
I hate to be a kicker,
I always long for peace,
But the wheel that does the squeaking,
Is the one that gets the grease.
That is so true, But really if they just said they can't or won't fix it, that's fine. and if they put a list of things they can't do on the GM ticket page that's fine by me also, but they make it seem like they will do all the fixes for you they list all the problems they will solve, but then waste your time and theirs by emailing a list of things they can't fix a month later. My mistake was buying Zen, if it wasn't money indirectly from my pocket that I'm trying to sort out I wouldn't bother with all this. And I can say I have learned a lesson to see what the support system in a game is like first before I invest any real money.
Comments
There is a workaround to that issue posted here.
the other day I typed my PW in wrong too many times (due to cat sitting on my enter key) and after 3 tries it says wait a few moments, come to find out 2hrs later, it says " Too many attempts, Please try again in a few moments"
I wait the next day, same thing so I make a new character to find out what the hell is wrong with the login and it says the same exact thing, so I took a guess and figured they blocked my IP without notifying me and saying "Too many attempts we have blocked your I.P. for now" so I changed my I.P. and what do you know, I logged in just fine.
So keep that in mind if you ever enter your PW wrong more than 5 times. What I'm trying to say here is, don't bother sending a ticket in just figure out the solution to your problem on your own. It WILL be much faster and knowledgeable.
I've worked for companies that have bots in their system to keep things moving along. If a ticket is open for xx amount of time, a bot / process moves it into a different queue, sends out a generic email and increases the urgency (but not really).
From that point on, the ticket goes around on an automated queueing system (similar to your suitcases on the convery system in an airport) until a human gets involved and removes it from the system to actually deal with it.
If you're lucky it gets addressed and resolved within an acceptable amount of time, if you're unlucky, your 'ticket' ends up in lost-luggage 5000 miles away from the beach you're lying on.
Worst-case scenario is if these systems either haven't been configured properly, or haven't got a loop in the system at which point the tickets reach the 'end' of the queueing system and either get closed or deleted.
This seems to be the case exactly. If the game works for you, then you don't need support unless it's possibly with a transaction of zen, which means you are spending real money. If it doesn't work for you, then you should for sure know not to spend any real money, and they assume that to be the case and offer no support for you.
I've had tickets open with obvious bot responses too, and really I was in shock that I got a response at all. I really believe players would be more satisfied if they actually said outright that they didn't offer any game support, it is what it is, but if you have problems with real money transaction, then maybe they will look into it.
The best part of the whole thing, that you get a response to the ticket that's obvious automated, which tells you there is no fix for your issue any nothing useful, but it takes a month to get that response. If they just bot back responses, why not just have them auto-send within like an hour? It might actually make players feel better, doubt it though really lol.
The old Squeaky Wheel approach to customer service! Still a classic. Good luck!
I hate to be a kicker,
I always long for peace,
But the wheel that does the squeaking,
Is the one that gets the grease.
That is so true, But really if they just said they can't or won't fix it, that's fine. and if they put a list of things they can't do on the GM ticket page that's fine by me also, but they make it seem like they will do all the fixes for you they list all the problems they will solve, but then waste your time and theirs by emailing a list of things they can't fix a month later. My mistake was buying Zen, if it wasn't money indirectly from my pocket that I'm trying to sort out I wouldn't bother with all this. And I can say I have learned a lesson to see what the support system in a game is like first before I invest any real money.