Customer Service

freshour

I just wanted to ask if the Dev's would see through all this QQ and people getting upset because they want to play the game as not an insult, and that we just want better customer service, and product quality. The players just want some attention, some active responses. Not when things are working as intended, but during times like this when things are going crazy. I've personally spent several hundred dollars on this game, and have gotten barely any customer service, or support in game or on the forums. When we make posts, it's not because we want you to hate us, it is because we are beyond frustrated and as moderators and developers you should see it as something YOU can do better, not that we just need to deal with. If that mindset was more in act than the current, I think there would be a much better relationship b/w the players and the dev's/forum moderators.

hoofit

I've always found cryptic staff to be good at customer service when I've used them.

lewstelamon01

As has always been stated, it isn't what you're saying, but how you're presenting it.

If your comment is "really, did you even think this through, how uneducated are your devs?" or something along that line, or something that you know out of the starting gate is going to attract trollish or insulting responses..yeah, it's going to get moderated. Simple as that. The devs and staff are not faceless or soulless simply because they work for a large company and we simply ask that you address and treat them as you would expect yourself to be treated.

Now, if your comment is more along the lines of "I'm not satisfied with this change/that tweak and here's why and what I would like to see towards addressing this...". That's what we're looking for when we say constructive criticism. Even saying "I would have appreciated a little more testing or time put into this."

But when you're insulting the staff...doesn't matter how upset you are, it's gonna get moderated.

rarefaction

lewstelamon01 wrote: »

As has always been stated, it isn't what you're saying, but how you're presenting it.

If your comment is "really, did you even think this through, how uneducated are your devs?" or something along that line, or something that you know out of the starting gate is going to attract trollish or insulting responses..yeah, it's going to get moderated. Simple as that. The devs and staff are not faceless or soulless simply because they work for a large company and we simply ask that you address and treat them as you would expect yourself to be treated.

Now, if your comment is more along the lines of "I'm not satisfied with this change/that tweak and here's why and what I would like to see towards addressing this...". That's what we're looking for when we say constructive criticism. Even saying "I would have appreciated a little more testing or time put into this."

But when you're insulting the staff...doesn't matter how upset you are, it's gonna get moderated.

I think you take this "constructive feedback" stuff a little too far and it's to the point to where anything that has any negative feedback mixed with how to fix it is moderated to the extreme to where posts are edited and threads promptly closed.

That is not good customer service. Another thing that should stop is marginalizing pvpers all the time. I know there is favortism towards PVE players and it's not very professional. If you throw out the whole "thankless job" "We don't get paid to moderate the forums...that is no excuse to treat paying customers as if their opinions don't matter and your ideas of constructive feedback aren't correct because it's not about just sucking up. It's about what is wrong and how to fix it. Not everything is going to be about constructive feedback. A customer is going to complain and if you cannot deal with that, then editing their posts and playing the role of an excessive power tripper is not very feasible.

Perhaps this is the problem with the customer service.

On the other hand, there have been times when GM's do not respond what so ever but have handled other situations well. Is this constructive? YES. Pointing out a problem is in fact constructive.

If I were to sit there and call you names that is destructive.

Some people will point out something but who are you people to sit here and DEMAND they point out ways to fix it when they are the customers and the employees get paid for that!

In my humble opinion, moderators like you should not be here. If you do not like that and edit my post then the point is proven and I am taking a screen shot of my comment so if you do in fact edit it or close the thread, it will be brought up to the higher chain of command.

I know alot of people who feel the same exact way. So change it! Do something about your own attitude.

lewstelamon01

Okay, I gave this the chance to become a discussion, but if it's going to become complaining about how posts are moderated and basically saying "I don't have to post constructively if I don't want to!!" then I'm going to refer you all to section V of Rules of Conduct and close this down.

You can point out a problem without insulting the staff or devs simply because "you're upset". Period. Again, it isn't what you're saying but how it's presented, and "no holds barred, anything goes because we're paying customers and we're upset!!" simply does not fly here.

Constructive feedback is required by the Rules of Conduct. It's not "sucking up". It's learning to post without the ranting, raving, and insulting. Posting isn't a reflex reaction. If you have the time to get worked up and upset over something, you have the time to take a few moments to compose yourself and post in a logical, thought-out manner that is conducive to discussion and constructive.