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

Real customer support doesn't have an automated "Close your Ticket" policy

mrpikkerdmrpikkerd Member, Neverwinter Beta Users Posts: 20 Arc User
edited May 2013 in General Discussion (PC)
Got this from a ticket (About an ITEM DUPE EXPLOIT NO LESS):

Response Via Email (Support Staff 35) 05/21/2013 04:48 PM
Hello

Unfortunately, due to the incredibly high volume of tickets sent in regarding Neverwinter, we have not been able to provide an answer to each ticket that has come to us individually.

You are receiving this automated message to inform you that your current ticket is being closed. We are doing this to prevent your issue from being lost in "Ticket Limbo." We at Perfect World Entertainment are dedicated to providing you with a satisfactory experience both in game, and with regards to Customer Support.

If you are still experiencing the issue that you originally ticketed in about, please submit a new ticket to us and an Agent will look in to it as soon as possible.

This is an automated message, and any responses will not be received by a Customer Support Agent. Please direct all information to your new ticket.

We're truly sorry for this inconvenience, and we appreciate your patience and understanding as we work towards helping all of our customers to the best of our ability.




Perfectworld/Cryptic: Don't do this to your players. Hire more staff if that is the issue, don't assume if you ignore the problems they will go away. Customer support is the most important part of running a business.
Post edited by mrpikkerd on

Comments

  • oreoz2573oreoz2573 Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 0 Arc User
    edited May 2013
    because deleting the ticket is sooo much better than it being in "ticket limbo."

    Lord, at least in limbo the **** thing has the chance of being seen.
    "If you're going through Hell, keep going." -Winston Churchill
    [SIGPIC][/SIGPIC]
  • mrpikkerdmrpikkerd Member, Neverwinter Beta Users Posts: 20 Arc User
    edited May 2013
    oreoz2573 wrote: »
    because deleting the ticket is sooo much better than it being in "ticket limbo."

    Lord, at least in limbo the **** thing has the chance of being seen.


    Yep, I figure since they don't want to know about the exploit I may as well share with everyone. Ever wonder what happens to chests if you get disconnected during an instance and reconnect?
  • nephtnepht Member Posts: 5,826 Arc User
    edited May 2013
    mrpikkerd wrote: »
    Got this from a ticket (About an ITEM DUPE EXPLOIT NO LESS):

    Response Via Email (Support Staff 35) 05/21/2013 04:48 PM
    Hello

    Unfortunately, due to the incredibly high volume of tickets sent in regarding Neverwinter, we have not been able to provide an answer to each ticket that has come to us individually.

    You are receiving this automated message to inform you that your current ticket is being closed. We are doing this to prevent your issue from being lost in "Ticket Limbo." We at Perfect World Entertainment are dedicated to providing you with a satisfactory experience both in game, and with regards to Customer Support.

    If you are still experiencing the issue that you originally ticketed in about, please submit a new ticket to us and an Agent will look in to it as soon as possible.

    This is an automated message, and any responses will not be received by a Customer Support Agent. Please direct all information to your new ticket.

    We're truly sorry for this inconvenience, and we appreciate your patience and understanding as we work towards helping all of our customers to the best of our ability.

    Wow this is a complete <font color="orange">HAMSTER</font> move. There was me thinking PWE CS couldnt get any worse. Once again PWE proved me wrong :<
    nepht_siggy_by_nepht-d8xf5sk.jpg
    Nepht and Dr Deflecto on primus
  • elessymelessym Member, Neverwinter Beta Users, Neverwinter Hero Users, Neverwinter Guardian Users Posts: 0 Arc User
    edited May 2013
    You don't report bugs to customer service.

    No wonder they're overloaded.
    "Participation in PVP-related activities is so low on an hourly, daily, weekly, and monthly basis that we could in fact just completely take it out of STO and it would not impact the overall number of people [who] log in to the game and play in any significant way." -Gozer, Cryptic PvP Dev
  • mrpikkerdmrpikkerd Member, Neverwinter Beta Users Posts: 20 Arc User
    edited May 2013
    elessym wrote: »
    You don't report bugs to customer service.

    No wonder they're overloaded.

    I was told in the thread I created in the bug forum to submit a support request by a forum moderator.
    http://nw-forum.perfectworld.com/showthread.php?214931-lt-removed-exploit-details-gt-created-gm-ticket-with-no-responce
  • tallulahkattallulahkat Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 112 Bounty Hunter
    edited May 2013
    so after reading this thread, I decided to go take a look and see if i got an email on my many many tickets, and i received the same exact thing on all my tickets..

    PW.. THE WORST CS in game history ever!!! We have so many tickets that we will just close your ticket out and respond to the ones that have came in after you...
  • merrinsetmerrinset Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 0 Arc User
    edited May 2013
    Most MMOs don't give you anything but cut/paste replies regarding bug reports. I can name two that did otherwise, and they were both Richard Garriott games. They don't leave bug reports open until they resolve the issue. They see bug report, put it on some sticky note somewhere, and then close the ticket.

    The ticket limbo thing is probably just because they can't find the note. Or a cat ate it.
  • mrpikkerdmrpikkerd Member, Neverwinter Beta Users Posts: 20 Arc User
    edited May 2013
    merrinset wrote: »
    Most MMOs don't give you anything but cut/paste replies regarding bug reports. I can name two that did otherwise, and they were both Richard Garriott games. They don't leave bug reports open until they resolve the issue. They see bug report, put it on some sticky note somewhere, and then close the ticket.

    The ticket limbo thing is probably just because they can't find the note. Or a cat ate it.

    Nope. ALL tickets were mass closed. Read more on the first page of this forum.
  • lewstelamon01lewstelamon01 Member Posts: 7,415 Arc User
    edited May 2013
    mrpikkerd wrote: »
    I was told in the thread I created in the bug forum to submit a support request by a forum moderator.
    http://nw-forum.perfectworld.com/showthread.php?214931-lt-removed-exploit-details-gt-created-gm-ticket-with-no-responce

    Bug reports generally aren't responded to, though. There's a difference between reporting an issue (you're expecting a response) and reporting a bug (you're saying "hey, there's a bug here" which generally gets thrown into a collection for the devs/QA to address as time and priorities permit).
    ROLL TIDE ROLL

    Great Weapon Fighter: Because when is today not a good day to die?

    PC and PS4 player. Proud Guildmaster for PS4 Team Fencebane. Rank 5 Officer for PC Team Fencebane. Visit us at http://fencebane.shivtr.com
  • merrinsetmerrinset Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 0 Arc User
    edited May 2013
    mrpikkerd wrote: »
    Nope. ALL tickets were mass closed. Read more on the first page of this forum.

    To be honest, with all the astroturfing lately, reading a bunch of threads about the same thing doesn't help a whole lot. Especially when it's almost verbatim to the one before it. If there is a specific post, then you're going to need to point to it.
  • mrpikkerdmrpikkerd Member, Neverwinter Beta Users Posts: 20 Arc User
    edited May 2013
    merrinset wrote: »
    To be honest, with all the astroturfing lately, reading a bunch of threads about the same thing doesn't help a whole lot. Especially when it's almost verbatim to the one before it. If there is a specific post, then you're going to need to point to it.

    http://nw-forum.perfectworld.com/showthread.php?278021-Your-ticket-has-been-closed
    http://nw-forum.perfectworld.com/showthread.php?278071-Bull****-customer-service
    http://nw-forum.perfectworld.com/showthread.php?278102-Customer-service-!-!

    That's just the front page
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