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customer support quality?
dwarf75
Member Posts: 89 Arc User
i haved faced some terrible bugs since now and i have made some customer support tickets. everytime i sent a ticket all i got is an auto answer directing me to forum or in-game bug report. Thanks to community, some people on forum helped me to solve some of them but some bugs i ve faced remains still. i used to play another MMO (the most popular one) and when i sent a ticket it was taking only couple of hours for them to solve my question and it has been months now for NW. i m not a f2p at all. i have thrown hundreds of bucks in this game ( honestly it is the only reason i m still in this game, invested so much) What is your experiences with customer support?
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But to give you a more serious answer, i don't see any real support ingame where it matters.
If you run into a problem, you only might get some help, if it's related to the ZEN shop and if they can track the bug down through logs...
If your problem is not related to the ZEN shop, you're pretty much on your own with finding a workaround, or asking for help from other players.
Great Weapon Fighter: Because when is today not a good day to die?
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I dont know how is the support recently , since i was *afk* for a while.
But from my perspective , support could be better.
A small exemple , i gave solid evidences and video about a game breaking bug , the one you slot in same time 3 enchants and you lose 1 of them ( item error occured). That cost me 4 rank's 10 and few 9.
Even if i provided solid evidence's and i request account logg data verify , and even if they agree i had this problem , they refuze to help.
Regards to Sir Knuckless for this matter.
So yea, support may reply fast and that's a good thing , but if they choose to help you or not , that's another story. [Q_Q]
May the Bacon Bless.
Even if you communicate allways polite and respectfull with them, they will close the ticket with an "answer" at some point, and if you keep on asking them about this issue, they might give you a warning to not ask again - or something along the line, that this issue will be ignored from now on.
so the most terrible bug i have met is: on WoD boons i have finished 'the dragon affinity' . 30 linus favors and the other required agents gone but the boon didn't come. Saving 30 linus favors costed me a nearly a month time. One months effort has just gone to rubbish. i have made customer support tickets and they gave me auto replies directing to make a bug report.I made it and it has been 2 weeks and nothing yet and i don't even have a hope that it will ever be solved. What do you suggest me to do? and is that possible in any decent MMO?
I contacted the support, got another respec after waiting for a week and of course explaining the situation with screenshots over and over again.
Then i asked for a refund for the several wasted respecs, and i got nothing of course... and the ticket was just closed.
Now, in other games, the support would have simply checked for those used respecs and probably refunded them without a problem, and may be even apologized for all the trouble i had to go through, because of some changes in a patch... but not here.
And what are the bug reports good for, if the problem is still here, and now some people don't even get any respecs from the support to fix that problem?
Now they have to spend their own money or time (= Astral Diamonds) to buy a respec from the ZEN shop to get their character working properly again?
So, how about packing a free respec into the next module, to help those players with this problem?