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

customer service?

melodywhrmelodywhr Member Posts: 4,220 Arc User
edited June 2013 in General Discussion (PC)
neverwinter: i really love the game... i have three level 60 toons and i have gotten a lot of enjoyment out of it... but you guys have really got to fix your customer service. i submitted a ticket on the 16th and got a response on the 24th? really?

that particular instance, i had a problem where a bottle of dye did not work. i was able to do it again and it did work and i submitted a ticket initially and updated it throughout my progress in trying to fix it. i did get it to work and asked if they would replace the dye bottles. their response? to submit a bug report. i mean, don't they already have the information internally??? i JUST gave it to them! can't they just forward the ticket to that department? and no one is going to address the wasted dye bottles?

second instance, i submitted a ticket asking about the skill node cap and skill nodes dropping trash... again, no real answers. just re-directing me here to get answers. here, there is nothing but speculation. or from what i've read.

so my experience with customer service by now is completely ridiculous and addressing support at all seems to be completely pointless. except i can't send in-game mail... worked fine last night. today, it says i'm either banned from sending mail or using restricted characters. i checked my email... no one emailed me to tell me i was getting mail-banned... i checked here and didn't see that everyone was having this problem. and at this rate, i'm going to have to wait eight days before someone gets to my ticket and by that time it will likely be resolved or if i was banned (although for what i do not know) the banning will have ended...

honestly, i don't know what size company pwe or cryptic is running... i don't know what their revenue is or what they have allocated for customer support and frankly, it's no one's business but theirs. but regardless of the "free to play" status of this game, they are a for-profit company. and i am one of their patrons. and this is unacceptable for any company. please fix it.
Post edited by Unknown User on

Comments

  • alaric63alaric63 Member, Neverwinter Beta Users Posts: 0 Arc User
    edited June 2013
    Entitled much?
  • melodywhrmelodywhr Member Posts: 4,220 Arc User
    edited June 2013
    as a consumer paying money to a company, i'm not entitled to an appropriate level of customer service?
  • nullwolf1nullwolf1 Member, Neverwinter Beta Users Posts: 0 Arc User
    edited June 2013
    TBH, gameplay issues / bugs aren't in Customer Service's domain.
    They directed you here and to file a bug report(s). Which sound like the correct call in those cases.
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    D&D Home Page - What Class Are You? - Build A Character - D&D Compendium
  • alaric63alaric63 Member, Neverwinter Beta Users Posts: 0 Arc User
    edited June 2013
    It's the whole "I am a customer, so I should expect...." business that makes you sound childish. Do you somehow expect you shouldn't have to wait your turn, or have to contact the appropriate department?
  • melodywhrmelodywhr Member Posts: 4,220 Arc User
    edited June 2013
    if that's the case, what they have in place for "support" is confusing.
  • melodywhrmelodywhr Member Posts: 4,220 Arc User
    edited June 2013
    alaric63 wrote: »
    It's the whole "I am a customer, so I should expect...." business that makes you sound childish. Do you somehow expect you shouldn't have to wait your turn, or have to contact the appropriate department?

    nice try, but i'm not playing your game.
  • alaric63alaric63 Member, Neverwinter Beta Users Posts: 0 Arc User
    edited June 2013
    When asked a direct question your complaint shrivels. Much as I suspected. Play what you will.
  • melodywhrmelodywhr Member Posts: 4,220 Arc User
    edited June 2013
    my refusal to address your poor attempt to drag this thread into troll-land really has no impact on my initial complaint. when you follow their ticket system and enter in the description using their mechanics, both in game and on their website, if the ticket ends up in customer service and not "tech support", that is a real problem that should be addressed. also, i never said they should drop everything and address my issues first. my expectations are not unrealistic. if an issue is routed to the wrong group, it should be forwarded to that group. the information already exists in their support queue. the point of this thread was to suggest that pwe and cryptic's support system leaves much to be desired. perhaps you yourself haven't had this experience but i know i'm not the only one. getting into a discussion with you about whether you think i'm being petty is irrelevant.
  • nullwolf1nullwolf1 Member, Neverwinter Beta Users Posts: 0 Arc User
    edited June 2013
    The problem is that the Dye issue doesn't go to Tech Support. It's a bug, and should be reported as such.


    Neither does the Node questions.
    Those were recommended to be asked here in the Forums, and as you've said, lots of speculation, and until a Dev responds, that's all we've got.
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  • melodywhrmelodywhr Member Posts: 4,220 Arc User
    edited June 2013
    i worked for a company that had a massive IT department and by massive, i mean that they had like a hundred different sub-groups within said department. and it was the customer support group's job to route tickets to the appropriate group as they came in. on a regular basis, we had tickets bounced back to us because so and so group says they don't support that particular issue. and meanwhile the end user/customer is getting screwed because issues aren't being addressed.

    the dye issue is already in the bug forums. how do i address the issue of wasted dye bottles due to a bug or a software glitch or whatever? is it unrealistic to think that if i'm submitting a ticket that someone's actually going to read it and address what it entails?
  • nullwolf1nullwolf1 Member, Neverwinter Beta Users Posts: 0 Arc User
    edited June 2013
    melodywhr wrote: »
    how do i address the issue of wasted dye bottles due to a bug or a software glitch or whatever?
    Until the issue is fixed, I don't see them reimbursing the dye. Once they have that fix, I imagine CS would be the place to go.


    As for how PWE's CS is setup departmentally I couldn't venture a guess. Suffice to say that if they're like many places, the initial CS is just following their flow chart or what have you, and could very well be a "close this ticket and direct the customer -here-" situation. Some people MIGHT go that extra mile and forward you manually, but they'll be in the minority, since QA tends to not like it if they aren't following procedure.
    Swordmage.jpg
    D&D Home Page - What Class Are You? - Build A Character - D&D Compendium
  • cinj216cinj216 Banned Users Posts: 0 Arc User
    edited June 2013
    alaric63 wrote: »
    Entitled much?
    alaric63 wrote: »
    It's the whole "I am a customer, so I should expect...." business that makes you sound childish. Do you somehow expect you shouldn't have to wait your turn, or have to contact the appropriate department?

    It's a sad fact of reality that people like this exist nowadays. And people wonder why customer service has gone into the toilet.
  • tahera1tahera1 Member Posts: 0 Arc User
    edited June 2013
    I don't think people even understand what good CS would look like. I think there's a whole generation of people who've never seen it.
  • c2n2c2n2 Member Posts: 0 Arc User
    edited June 2013
    A ticket about dye and skill node loot? I have a ticket about not being able to load my character into the game and play. And no it's not on my end because I can create new characters and play on those. This game has some pretty serious bugs affecting players ability to even play the game right now. That's not to say your dye bottle and lack of good loot from a skill node isn't important. But seriously, people are waiting on support to be able to just play the game.
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