Level of satisfaction with the customer service.

Davechapelle - Sanctuary

I just finished reading the thread regarding the bonus zen sale that ended early and it prompted me to make this thread...why you ask?

I find that the lack of sympathy from the GMs quite unacceptable. I didn't see anything resembling 'We are very sorry about this and we will try our best so things like this won't happen again".

Yet when players inquire about the status of their ticket, they get their heads bitten off and handed back to them by the GMs. Keeping in mind that this mess was created by PWI in the first place, i find this behavior quite appalling.

In my opinion, it's high time that PWI starts taking responsibility for its actions. So I'm hoping other players will contribute to this thread and post things that they wish to see change in the customer service of this game, because it really is a great game .

---

Disclaimer: The above is purely my opinion based on what I see, I hope that this thread won't get locked and that both the player base and GMs can contribute and learn from this.

Mizorie - Lost City

INB4LCK b:shocked

Soho - Lost City

I actually find the customer service here 100x better than some other MMO's I could mention. I sent in a ticket the other day and got a reply back within a couple of hours. On other MMO's people wait months for simple replies like I needed.

So, no complaints from me.

b:chuckle

Fellinia - Dreamweaver

1 vote for satisfied. I agree with the above sentiment that this game has some of the best staff-player communication I've seen in the last few years. If a staff member doesn't come on and adress something, which is fairly quick, it is at least a mod trying to take care of things. I can't remember the last game forum I ever looked at that the mods were worth a damn. The only reason I didn't vote higher would be a few too many problems in the "mishaps and shenanigans" department. (ie: sales ending early, etc)

ChronicDose - Harshlands

The GM's job is not to be your friend, it is to solve the problem.
In every situation where I have contacted a GM through ticket or Live support, I was unhappy in only one out of probably 20+ situations.
In general the GM's in PWI do their job well, efficiently and listen to your problem and do their best to solve it.
Props to the GMs

Konariraiden - Heavens Tear

Highly Satisfied here...no ticket incidents for me...and the GM's are quite friendly here, even entertaining us sometimes during maintenance...which there SHOULD have been last Tuesday...

b:scorn

ThommiX - Lost City

Satisfied. They can always be better

This game still has best customer service i've ever seen in any mmo during my years of playing.

TheGoliath - Heavens Tear

I don't care if GMs are idiots or rude till they do their job right

Alyyy - Sanctuary

this game is the best 1 by a long shot......ewen with gold prices

Raydoit - Sanctuary

Bonus zen should last a week not a few days.

I'm neutral as far as buying zen goes.

aryannamage

eatwithspoons wrote: »

We're learning from this experience but we definitely agree b:victory and are already aware. What's done is done so for now we just have to work with the situation. We don't mind doing a little cleanup every now and then, but we'll be triple checking sales durations from now on.

So nobody ever said they didn't learn from this? They are sorry and are doing their best to work with everyone to sort this out. With so many players though it will take some time.

Davechapelle - Sanctuary

aryannamage wrote: »

So nobody ever said they didn't learn from this? They are sorry and are doing their best to work with everyone to sort this out. With so many players though it will take some time.

Sorry but that doesn't sound very apologetic to me. But that might just be me.

Desiree - Harshlands

Forum moderation is great. Ticket replying is great. GM activity on the servers is so-so, depending on the server (obviously being a GM on either LC or HL is much harder than on the other servers). GM honesty, however, is uterly lacking and completely disappointing. Just look at the "Rising Gold Prices" sticky (edit: whoops, forgot they removed the "sticky" status of the thread after it reached over 20 pages of complaining). It really isn't hard to come out (and it is perfectly acceptable) to either say "our company is currently experiencing minor financial troubles in this economic recession, so we are having such sales in order to be able to keep maintaining the high quality of service we've always been offering" or even "we're sorry, we did not expect such consequences of the recent updates - we are aware of the negative impacts of the event on the gold prices in the auction house and doing our best in talking to the devs and looking into a way to fix the mishap". Professional and acceptable. Unfortunately, the higher ups don't seem to be willing to admit mistakes, even with the extreme and highly visible level of community dissatisfaction. I would also want to bring up Lost City's Harpy Wraith incidence, but I would prefer not to get forum-banned like the others who tried bringing it up and becoming silenced. In the end though, an official investigation was undertaken, although I did not follow the results/community acceptance before moving to Harshlands.

Alphae - Lost City

It's unfortunate that the game is developed the way it is. I see GMs here as having a LOT of frustration in that they:

1) have no say in how the game in actually developed
2) can only pass back problems to the devs, and hope that their emails are even read
3) can't tell people on the forums due to non-disclosure agreements (been there, signed that)
4) have to do the mopping up anyway.

Considering all that, I'm pretty satisfied. The only 2 tickets I ever sent in were answered promptly and the forum moderation is pretty decent. I won't rate on developer quality, because GMs aren't responsible for any of that here.

nederlandse

i have to agree, this is by far the best f2p mmo i've tried, and while i didn't give the others enough time to need to test out customer service, i'd probably be safe to assume the staff here are by and large exemplary in how customer service reps should be... i've had multiple ticket problems myself (mostly just minor things that i honestly shouldn't bother them with b:chuckle) but all my tickets were responded to within 15-30 minutes, and the entire problem was solved 100% of the time within the hour.. not to mention the GMs were extremely understanding and patient with my asinine requests b:laugh

1 vote for pure satisfaction b:pleased

Redmenace - Heavens Tear

Why, no! I think our GM's and Moderators are wonderful!

Flawless!

RedMenace

\GM's have been good to me in-game, if not overloaded
\\always assumed from response time 1 GM covers all servers 8-5 weekdays
\\\absolutely *delighted* with our mods in the forum. Trolls here are discouraged.

\\\\<smile>

RedsRose - Lost City

Desiree - Harshlands wrote: »

Forum moderation is great. Ticket replying is great. GM activity on the servers is so-so, depending on the server (obviously being a GM on either LC or HL is much harder than on the other servers).

This I would have to 100% agree with you. In terms of GM presence, I know they say that the GM's are "everywhere" and that is fine. But they are very, very rarely "seen." Also, it would seem as though some servers have "perks" that others do not....the most recent "unofficial" event put on in only one server. Hmmmm...that is something that the other servers want to see....

It really isn't hard to come out (and it is perfectly acceptable) to either say "our company is currently experiencing minor financial troubles in this economic recession, so we are having such sales in order to be able to keep maintaining the high quality of service we've always been offering" or even "we're sorry, we did not expect such consequences of the recent updates - we are aware of the negative impacts of the event on the gold prices in the auction house and doing our best in talking to the devs and looking into a way to fix the mishap". Professional and acceptable.

In all honesty, why would they say this. The company as a whole is gaining and in terms of the Gold Prices = It is a free market. It is the greediness of select people that drive (and keep up prices) and more so it is the buyers whom are willing to pay the price. If people did not buy the Gold at those prices, then they would not be that high.

Unfortunately, the higher ups don't seem to be willing to admit mistakes, even with the extreme and highly visible level of community dissatisfaction.

I think a better term is frustration.

I agree with your points but I also disagree with some.

I think the issue right now is....and for whatever reason....the Dev's are adding all of this new stuff in a WAY short period of time b:surrender

As such, there is not enough time to "cool-down" from the previous additions. The players are being inundated with sale after sale and new item release after new item release. Is it a Zhen purchaser dream? Most likely....but for the many who do not have the means nor the desire, feel the crunch the most. This is where the frustration comes from. It APPEARS as though the game would be edging closer and closer to a F2P that you have to P2P....lol.

I have gone back and forth with Customer Service on a few things, but I can say that at least they were constructive in nature (regardless of whether I liked the end result or not) and they always responded.

I think the most frustration people feel are from in-game glitches, that have nothing to do with the GM's....unless you need them in-game to help b:surrender (this I have never gotten, even after going through all correct steps)

Crazydan - Heavens Tear

Davechapelle - Sanctuary wrote: »

Sorry but that doesn't sound very apologetic to me. But that might just be me.

Want me to go warm a bottle for u?

I mean come on what u do u want they admit a mistake was made and they will do everythign they can to prevent it

Centetric - Lost City

this game has amazing customer service. For the amount of work they have to do daily the customer service is outstanding

aryannamage wrote: »

So nobody ever said they didn't learn from this? They are sorry and are doing their best to work with everyone to sort this out. With so many players though it will take some time.

EDIT: whoa i havent seen aryannamage post in general discussion in a long time :O

Jonnykins - Dreamweaver

Desiree - Harshlands wrote: »

Forum moderation is great. Ticket replying is great.

Yep that customer service is great.

Desiree - Harshlands wrote: »

GM activity on the servers is so-so, depending on the server (obviously being a GM on either LC or HL is much harder than on the other servers).

GM activity on servers =/= customer service, I would class this a PR work. I would rather there be GMs replying to emails and such, I'm sure they are busy than just to stand around on the servers going 'Hay dudes'.

Some ingame involvement is good, but jobs are busy you can't have fun all the time.

Desiree - Harshlands wrote: »

GM honesty, however, is uterly lacking and completely disappointing. Just look at the "Rising Gold Prices" sticky (edit: whoops, forgot they removed the "sticky" status of the thread after it reached over 20 pages of complaining). It really isn't hard to come out (and it is perfectly acceptable) to either say "our company is currently experiencing minor financial troubles in this economic recession, so we are having such sales in order to be able to keep maintaining the high quality of service we've always been offering" or even "we're sorry, we did not expect such consequences of the recent updates - we are aware of the negative impacts of the event on the gold prices in the auction house and doing our best in talking to the devs and looking into a way to fix the mishap". Professional and acceptable. Unfortunately, the higher ups don't seem to be willing to admit mistakes, even with the extreme and highly visible level of community dissatisfaction.

The Jolly Jones event, oh ye. The event that was stated on the first page with the words 'It has helped the gold prices before', hence it is tried again thing. So what it didn't work, also if they took it out early you would've had even more complaints. This is kinda what annoys me, people choose to rant their heads off when its not required. It didn't work as well as they wanted too. Also please note EVERYONE complained during the event, they didn't see what the aftermath was, nevermind being patient and waiting.

So to ease the threads being made, they made a thread for people to post in.

In this case people need to read the first post and also engage their brains when you rant about such things and to be calm.

But the event didn't end how they predicted, they messed up so what GM's are human, people make mistakes

Desiree - Harshlands wrote: »

I would also want to bring up Lost City's Harpy Wraith incidence, but I would prefer not to get forum-banned like the others who tried bringing it up and becoming silenced. In the end though, an official investigation was undertaken, although I did not follow the results/community acceptance before moving to Harshlands.

Wasn't here when that happened, but it seems exploiting happened by the sounds of it not too clever.

Alphae - Lost City wrote: »

It's unfortunate that the game is developed the way it is. I see GMs here as having a LOT of frustration in that they:

1) have no say in how the game in actually developed
2) can only pass back problems to the devs, and hope that their emails are even read
3) can't tell people on the forums due to non-disclosure agreements (been there, signed that)
4) have to do the mopping up anyway.
.

They have their say I'm sure because the GM's aren't treating the company as a hotel are they, they get bugs fixed and give us all patch notes to look at so we can tell ourselves whats being done.

Alphae - Lost City wrote: »

Considering all that, I'm pretty satisfied. The only 2 tickets I ever sent in were answered promptly and the forum moderation is pretty decent. I won't rate on developer quality, because GMs aren't responsible for any of that here.

Well ye, not seen too bad of an update really for me

Absoluth - Heavens Tear

Great to see all the positive replies here. Clearly when you're making alot of money, you can pay a decent staff to handle costumer support. Ill just ask each of you to do a simple thing: Send in a ticket about the venomancer pet damage glitch (bugged fleshream on pvp or general damage vs skull bosses) and see if the problem gets fixed.

Alyyy - Sanctuary

b:chuckleoh we all know the answer to that

eatwithspoons

Absoluth - Heavens Tear wrote: »

Ill just ask each of you to do a simple thing: Send in a ticket about the venomancer pet damage glitch (bugged fleshream on pvp or general damage vs skull bosses) and see if the problem gets fixed.

b:surrenderPlease don't, it's been reported multiple times, so at this point it is out of our hands, no need to waste your time sending an e-mail about it

Tatuaje - Lost City

Absoluth - Heavens Tear wrote: »

Great to see all the positive replies here. Clearly when you're making alot of money, you can pay a decent staff to handle costumer support. Ill just ask each of you to do a simple thing: Send in a ticket about the venomancer pet damage glitch (bugged fleshream on pvp or general damage vs skull bosses) and see if the problem gets fixed.

Take your QQ to the 1000 Nix threads already out there.

Atleast if your gonna start your post off positive try to be consistent and end it better.

BTW, I have had fast response times while ingame and am very happy how the GM's do in-game.

Keep up the good work.

Crazydan - Heavens Tear

eatwithspoons wrote: »

b:surrenderPlease don't, it's been reported multiple times, so at this point it is out of our hands, no need to waste your time sending an e-mail about it

See people u might not get the answer u want but at least they listen and try



I love you GMs b:cute (now give me free stuff or ill send my love away)

Starrr - Harshlands

9 for GM response time
-10 for GM honesty

they lie all the time saying they will punish people yet nothing ever happens to the offenders.

@spoons you cant deny this. i have received 20 different emails saying action has been taken and none of the people reported were ever banned ever.


just be honest and say we are not going to do anything instead of claiming action has been taken. also quit posting threads on the forum saying actions are bannable when you never ban the offenders.

eatwithspoons

Starrr - Harshlands wrote: »

9 for GM response time
-10 for GM honesty

they lie all the time saying they will punish people yet nothing ever happens to the offenders.

@spoons you cant deny this. i have received 20 different emails saying action has been taken and none of the people reported were ever banned ever.


just be honest and say we are not going to do anything instead of claiming action has been taken. also quit posting threads on the forum saying actions are bannable when you never ban the offenders.

We do not discuss disciplinary action with anyone other than the account holder, so I'm not sure where you're getting your information. Making blanket accusations on the forums like this is not allowed. We invite constructive criticism, not finger pointing.

There's no way to confirm your statements, since it has to do with private information, so I'm not quite sure what you expect me to say.

Kannone - Heavens Tear

In every case where I've had a *noobeh* barb get stuck right before rebirth run b:angry the GMs have been great, like within seconds of requesting help they've been there.

When I had a paypal problem they were right on it, like i'd expect any business to be.

---

To the naysayers: this game is here for entertainment purposes; if you are not entertained by the services offered by Perfect World Entertainment, then why still here? I dunno about you; but I have no problems walking out of stupid movies or leaving theme parks, fairs, dates, etc. when they are no longer fun/entertaining.

Everything except money and **** has diminishing returns, when you've had too much- go for a walk?

Deceptistar - Sanctuary

so far all my tickets have been answered or saw effects later. Im not unhappy.

Isala - Sanctuary

I'm satisfied with customer service. Everything I've asked has been taken care of in a timely manner. Not so satisfied with the way you guys have to be vague about important things, though. Such as when our Chip prices went up, and we were informed that it was due to Bounty Hunter. And then later only found out that it was for level 100s only... I know you said Highest Tier... But that's kinda vague in the sense that quite a few people would consider Highest Tier to be anything after Sage/Demon.

TheGoliath - Heavens Tear

I will probably burn 100$ on teles and spam till I get banned if they someday fix that flesh ream