How to escalate a support issue?

setimoselo · June 2015

I recently sent a mail to a Neverwinter GM asking for help with a issue with my Legendary Companion. The dude did not pay attention at all and closed the support ticket without doing anything. That dude sucked but the hard part is that I don't know how to escalate it since he closed my ticket. Anyone know how to escalate tickets?

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Unknown · June 2015

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setimoselo · June 2015

Cryptic Customer service on full display then. Talk about incompetence, I mean the dude didn't even look at the screenshots and demonstrated he pays little attention to the actual game.

lewstelamon01 · June 2015

Reposting of CS correspondence has NEVER been allowed, due to the fact that it is an outright violation of privacy policy. Do remove it.

Even without our proper permissions set, we are still moderators and have the right to ask you to remove a violation of the rules.

setimoselo · June 2015

I removed it but I still need help. Help that has not been provided through the correct channels. I understand that rules have a place but I need to be able to play the game the way it was intended. Thanks!

quspiv · June 2015

It's a bug, CS cant really do much with it, you should report it in bug section instead.

setimoselo · June 2015

what would the bug section do that a Game Master can't? They usually point us right back to support or am I mistaken that help from GM's are different then ARC help?

lewstelamon01 · June 2015

You still have the ability to update the ticket requesting that it be looked over by another GM. Short of that, there is no escalation process I know of.

setimoselo · June 2015

Thank you Lew, never thought i'd get the chance to say that lol

Unknown · June 2015

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lewstelamon01 · June 2015

magenubbie wrote: »

lewstelamon01 wrote: »

You still have the ability to update the ticket requesting that it be looked over by another GM. Short of that, there is no escalation process I know of.

Sure.. I can see it now:

Sorry, but your answer is unacceptable from a customer's point of view. I hereby kindly request you transfer my ticket to one of your colleagues who has in-depth knowledge of the event's circumstances.

That'll work xD

Hey, I didn't say it was a perfect answer. It was the best one I could think of.

Also, he could just as easily say: "While I appreciate the attempt to resolve my issue, the help given has not resolved my issue to my satisfaction. Is it possible to escalate this matter to a senior representative who may have more information to assist me?"

In this case, your issue may not be clear enough for the rep to understand fully what you're asking of them. Or, they simply do not have the correct knowledge. However, with emphasis in CS being so much on "first touch resolution" and getting as many requests fit into their day as possible, many CS reps will give ANY answer they feel is relevant to your issue--whether or not it actually resolves your issue.

Unknown · June 2015

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lewstelamon01 · June 2015

magenubbie wrote: »

I don't know what attitude the average CS rep has in the US (I've heard some.. interesting recordings with ComCast reps, but I guess you can find similar cases everywhere), but back here in Europe, if the only way to communicate is via a computer (be it email, tickets or a forum, it's all the same thing), it's not uncommon to see even CS reps hide behind the fact you can't tell who's behind the keyboard and will just make up some random name in the signature just to please the customer. Hell I've seen helpdesks where everyone signed their emails with "head of.. whatever". Saves everybody work and the rep in question doesn't risk getting told off.

Usually, the attitude is "get them off the line/out of the queue" in the fastest time practical. Metrics are a BIG thing in US customer service providers--be they first or third party. I've known colleagues to give patently incorrect answers to customers just to get them off the phone. Also, in most cases, it's an entry level job....so for some, they view it with about the same passion and enthusiasm as they view any other McJob (and yes, that's a word :P )

Is PWE's CS for the US/European games even located in the US or are they back in China? The latter would explain a lot of CS issues I hear of as well as their.. poorly phrased replies to issues they can't use a default copy-paste answer for to reply with. Not that that's something to be ashamed of. But it might pose some issues with your users if the CS reps are unable to understand a question or problem. Especially with an international clientele who themselves are not always able to explain a problem properly in English.
Do you know?

That, unfortunately, I do not know. As much as CS work gets outsourced these days, it's hard to even guess.

Unknown · June 2015

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setimoselo · June 2015

The GM never responded to my message btw

herundrion · June 2015

People are having problem with the Neverember Guard companion. Upon acquiring it says it is Bound to Account. However, once it is upgraded - you can no longer transfer it between characters.

You can't put in the bank (despite saying "Double click to put in the bank").

You click it and the game tries to equip it. What gives?

So, uh. Can someone help?

Upon contacting GM Help - the responder just told me it's characters bound and closed the ticket...

Has this issue been resolved?

helpimblindinrl · June 2015

Is escalate the right word to use in this situation? It sounds like he's going to execute a hostage. Maybe pass this to a another colleague or please take a closer look

lewstelamon01 · June 2015

The tooltip appears to be bugged, as my understanding is once you unpack a companion for ANY reason, it binds to character. Upgrade, use, whichever--it's bound upon unpacking.

valwryn · June 2015

Once you place a companion in your Idle Bag, it becomes bound and you're forever stuck with it........no banking allowed.

darkstarcrash · June 2015

There has never been a companion which remained account-bound after naming or sending either to Active or Idle slots on a character. Companions always become character-bound when you name and level them.

"Account-bound" in this case just meant that you were unable to sell the un-named character on the AH -- not that it would forever be able to be transferred between characters on your account even after leveling/binding.

herundrion · June 2015

Then what's the point of having it BTA at all? Can only be claimed once per account... Just make it BoP then.
Doesn't matter what's "never been." We've "never" had mounts with 140% speed and combat bonuses either...

iambecks1 · June 2015

If they wanted to make it account bound so nobody can sell it they should have added it to the reward vendor same as they have for every other account wide companion they gave away. Another bug with this is that the only way to unequip it seems to be to drag another companion over it's slot to replace it , double clicking or pressing 'make idle' don't work.

setimoselo · June 2015

This is very stupid. You know what Cryptic usually does with its companions? It makes them BOUND on EQUIP or BOUND on POSSESSION. They have never to my knowledge made them Bound to Account. The reason why this event was so special is because for the first time ever they specifically made the companion Bound to Account.

All I know is that it is Bound to Account and it is still Bound to Account so I want to be able to transfer it like I can any other item that is Bound to Account. All you have to do is look at it in my earlier screenshots, it still says Bound to Account not Bound to Character

How to escalate a support issue?

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