Inconsistent Support

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Comments

  • Reliea - Sanctuary
    Reliea - Sanctuary Posts: 685 Arc User
    edited July 2014
    TLDR: If they are going to compensate some people, they need to provide equal service for all. They aren't doing this by any means. It's also too late for them to say "we won't do that", because they already have. Denying like service to the rest of us is a personal affront, as if some players are more privileged than others.

    It is extremely frustrating for us to have a friend make a ticket, and be compensated, and we make the same ticket, and are rejected multiple times.

    You would think it would behoove a company to keep its playing customers happy. I say playing, not paying, because any playing customer can become a paying customer if they're happy with the service they're provided.

    It's true what you say, in game items are not finite resources, and there's no reason that with proof and explanation they can't be replaced or switched (in reference to buying the wrong skill books with blood etc). If someone is a multiple offender I can understand why they might say, ok no more, you gotta pay more attention to what you're doing... but in most cases it's a 1-off accident that could happen to anyone with a simple miss-click. To me, it's not even a case for debate, everyone with the same problem gets the same resolution. I'm more inclined to believe that the staff is just incompetent and not on the same page when it comes to these resolutions more than there's some kind of payed strata where the people who've payed more real money into the game get better service somehow, but I wouldn't argue strongly against that supposition either.
  • Xiang_Xin - Sanctuary
    Xiang_Xin - Sanctuary Posts: 22 Arc User
    edited July 2014
    A lockdown would still mean they'd treat every player equally, just that the treatment has changed over the course of time. However that isn't the problem, the problem is 2 people sending tickets regarding the same issue, and both get a difference response. There is no consistency, no "equal" treatment other than a) incompitent Customer Service Representative, b) Bad Luck Brian-CSR having a bad day and taking it out on the player. C) Senior CSR who knows how to actually do something.

    To me it seems like they don't train their interns, they just get seated at the desk and reply denying everything they can untill the player gives up. From time to time there will be a Senior on deck looking at tickets, having had training in these issues the Senior does know which items are to be returned to the player and which not, and this imbalance of schooling is what pisses off players a lot more than should be allowed.
    In the end, this explain everything

    Actually i was of the same idea , the support depends is you are "lucky" or not with your Customer Service Representative, cuz sometimes i was lucky with my ticket and.... in another not (i just got a kind or robot/copy/paste regular standar REPLY to my ticket) >.>

    So next time when we send a ticket will be a good idea cross fingers o.o
  • SylenThunder - Twilight Temple
    edited July 2014
    Another fine example of bad service.
    http://pwi-forum.perfectworld.com/showthread.php?t=1701601

    Although, this is more because you have 25 people all supporting 17 different titles and they don't have a clue about how things in the game work.
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  • RankNine - Momaganon
    RankNine - Momaganon Posts: 1,241 Arc User
    edited July 2014
    foley3k wrote: »
    I can say from experience, their support staff is like any other support staff for any other company. Multiple people have access to your account, they need that access. But You will likely get different responses from different people.

    My experience with them (might be against rules, but pertains to the topic and issue at hand)

    I did the monday tigers event. Came 3rd place for psys. I didnt receive anything as a reward, even though I was supposed to. I had all the prerequisites needed to get a reward, but never received anything in the mail. I took a screen shot showing my 3rd placement, my empty inbox and my inventory (which had about 15 empty spots)

    I submit ticket. The flollow happens of a 5-7 day period
    1st response was that they could not do anything about it. I respond.
    2nd response, from different employee said I didnt get anything cause my inventory was possibly full, they obviously didnt look at the SS. I respond.
    3rd response, different person, telling me to ignore the previous 2 responses, and that they looked at their logs, and it shows that it tried to send me something but for some reason it didnt go through. I should expect the rewards at the next maintenance. Bout 3 weeks later I got rewards.

    If I hadnt responded my tickets would have been closed and issue never resolved. But it does show inconsistency with the ticketing staff. If you get someone who is having a bad day, your S.O.L. Just like any other "call center"


    you dont get a mail, you have to deliver a quest at the mailbox.....


    as for the topic,i had to fight for 2 months to get my orbs back, that i accidently NPCed (im still sure it was a glitch, as i npced big notes, not orbs) with multiple replies, redirections and what not. best part was when the support told me they cant find any gold transactions in my account AFTER i sent them screenshots of my goldtrade, showing 800~ gold being bought.
    i got very lucky that in the end i got in contact with someone that actually put effort into the case and got my orbs back.
    should i mention i never charged a single penny? might be the reason.

    but then i do know of cases where the back then servers biggest "CSer" accidently choosed a wizard r9 ring instead of seeker ring and he got it fixed by the support instantly.
    other huge "cashers" even faked screenshots of items or S cards, claimed they lost them and got them sent the next maint, even tho they never owned them. (i know of 5 cases)

    might be coincidence.
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  • LostPoet - Dreamweaver
    LostPoet - Dreamweaver Posts: 396 Arc User
    edited July 2014
    This isn't a bug related specifically to the game, but rather an issue with the quality of service that we are presented with by PWE. As a result, it very likely reflects on all the games PWE publishes. Normally I would not use this type of venue for this type of issue, but everywhere else it is falling on deaf ears. This post is for the players, and with hope, our CM, or maybe some of the admins will see it and act on it appropriately.

    Over the years, this has been a common issue with various things from accidentally NPC'ing your own bound gear, to incidents where an individuals account information was compromised and someone else NPC'ed or sold their gear.
    More recently, it's a big issue with the Primal skill books because the icons for them are completely different from any of the other Sage/Demon books. Because of the difference it's incredibly easy to accidentally choose the incorrect book, and since you have to farm 30 or 60 bloods in most cases, to acquire the book, it's a very costly problem for the user.


    And now to the issue....
    In the first case: A player can open a ticket for these issues, and be fully compensated without question. In the case of gear, it will vary from the player being sent gear with refines and shards, to just plain gear with possibly some coin to re-purchase some of the refines/shards. In the case of the skill books, they are usually compensated by either being mailed the book and advised to trash the wrong one, or the code for the item will be changed in their inventory at the next maintenance.

    In the second case: A player can open a ticket, and PWE support will deny said request; basically telling the player that they are screwed. Even after being provided with hard information on other tickets (with ticket numbers referenced), they will still deny that they are able to perform such a task.
    Appealing the decision either results in partial compensation, or just a repetition of the same denial.

    What's even more stupid, is that the Support Staff will say that they "don't have the materials available" to provide the requested compensation. As if the books were physical items that sat on shelves in the office or something.

    TLDR: If they are going to compensate some people, they need to provide equal service for all. They aren't doing this by any means. It's also too late for them to say "we won't do that", because they already have. Denying like service to the rest of us is a personal affront, as if some players are more privileged than others.

    It is extremely frustrating for us to have a friend make a ticket, and be compensated, and we make the same ticket, and are rejected multiple times.

    SweetieBot please award 10 points to SylenThunder for an amazing post and very valid argument.
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  • SweetieBot - Lothranis
    SweetieBot - Lothranis Posts: 18,978 Arc User
    edited July 2014

    SweetieBot please award 10 points to SylenThunder for an amazing post and very valid argument.
    LostPoet - Dreamweaver awards 10 points to SylenThunder - Sanctuary!
    SylenThunder - Sanctuary is now in 1st place for July 2014 with 10 points (79 points overall).
    LostPoet - Dreamweaver can still award another 20 points today.

    Check this thread for the current high scores and to learn how to award points to others.
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  • LostPoet - Dreamweaver
    LostPoet - Dreamweaver Posts: 396 Arc User
    edited July 2014
    Also, most similar MMORPGS such as -Insert names here- have a system in place for this.

    A "BuyBack feature" that allows players to buy back the items they recently sold to any NPC for the price they sold them for. So in the event that someone accidentally sold something and realized it, they can go back and buy it back.

    **Pretty sure some games only have like "Recent 10 items" or the items might clear out after you log out, but none the less. They have SOMETHING in place for this error.
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  • heerohex#3018
    heerohex#3018 Posts: 4,887 Community Moderator
    edited July 2014
    I can agree with this TBH.

    Ive been helping out on a thread for just over a year called the GA Program (Link Here) The idea of this Program is for players to support players much as the mods do on the forums. The main point is that if something like this where to happen im gonna hazard a guess that 25% or even more of the support tickets could be dealt with by the GA team or even stopped before it went to support. That would free up the GMs to come play the game a little and do other things. I say this with as open mind as im sure as many problems as this would solve it would cause more?

    Time will Tell... PWI should have had something like this from the start!
  • Potgod - Sanctuary
    Potgod - Sanctuary Posts: 25 Arc User
    edited July 2014
    Also do u think that there puposely doing it . At the sametime there promoting other game on this forom ?
  • SylenThunder - Twilight Temple
    edited July 2014
    heero200 wrote: »
    I can agree with this TBH.

    Ive been helping out on a thread for just over a year called the GA Program (Link Here) The idea of this Program is for players to support players much as the mods do on the forums. The main point is that if something like this where to happen im gonna hazard a guess that 25% or even more of the support tickets could be dealt with by the GA team or even stopped before it went to support. That would free up the GMs to come play the game a little and do other things. I say this with as open mind as im sure as many problems as this would solve it would cause more?

    Time will Tell... PWI should have had something like this from the start!
    Before I was a GM, I started in a similar program in the Meridian59 alpha and early beta. Most companies don't do it because the abilities get abused. I do what I can to help here in the forums, but there is so much that just can't be done by anyone but GM's.
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  • heerohex#3018
    heerohex#3018 Posts: 4,887 Community Moderator
    edited July 2014
    Before I was a GM, I started in a similar program in the Meridian59 alpha and early beta. Most companies don't do it because the abilities get abused. I do what I can to help here in the forums, but there is so much that just can't be done by anyone but GM's.

    The thing is in your opinion and best of know how about this game could this be pulled off and be positive moving forward. The only other thing would be to ask if you dont think this would work and say why.

    After that ive said this time and time again if they are going to do something like this they MUST get it right first time! Really think they still need to look into this and for the game its self with the new engine being coded into this I really think this would be a good point to do a lot of things like clear up the mess of a database, add in the GA system and a lot more...

    But time will tell for this one I think!
  • Jaabg - Sanctuary
    Jaabg - Sanctuary Posts: 2,256 Arc User
    edited July 2014
    heero200 wrote: »
    But time will tell for this one I think!

    I am starting to join the doom camp sadly. Fixes, useful things Vs issues, faults, bugs. The latter seems to be gaining steam. The next content update will for me show how seriously they take this game.

    Sure china got the old dev team back, and we can expect new fun things. Question is, would they come in time to stop the dying part here?
  • Selbronne - Heavens Tear
    Selbronne - Heavens Tear Posts: 79 Arc User
    edited July 2014
    foley3k wrote: »
    I can say from experience, their support staff is like any other support staff for any other company. Multiple people have access to your account, they need that access. But You will likely get different responses from different people.

    sry to say but allow me to suprise u. I played a game when after i send a ticket i got replied after 20 min. From what i know if u waited longer than 1 hour to get a reply for the ticket it was rly rare. What was a smart idea too was inforing plaeyer that if their ticket is just wasting time they might get banned. Game had chat moderators 24/7 giving bans/mutes (when someone was spaming, or was breaking rules in any other way).

    So it's not like everyone are like that and it can't be diffrent, cause it can. It just depends on the company, ppl working on that, amount of pay and tons of things that i'm not aware of xD
  • SylenThunder - Twilight Temple
    edited July 2014
    sry to say but allow me to suprise u. I played a game when after i send a ticket i got replied after 20 min. From what i know if u waited longer than 1 hour to get a reply for the ticket it was rly rare. What was a smart idea too was inforing plaeyer that if their ticket is just wasting time they might get banned. Game had chat moderators 24/7 giving bans/mutes (when someone was spaming, or was breaking rules in any other way).

    So it's not like everyone are like that and it can't be diffrent, cause it can. It just depends on the company, ppl working on that, amount of pay and tons of things that i'm not aware of xD
    You might be surprised yourself to know that what you describe is the exception, not the rule. It's very rare to see a game that isn't in the alpha/beta stage have that level of support.

    In order to do that with a game of this magnitude, you would need a team of about 40 people supporting just this client, and working around the clock. That's not cheap.

    The average response time here isn't that bad. It could be better, but given how poorly they are staffed and spread so thin, it's understandable.
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  • Annalyse - Heavens Tear
    Annalyse - Heavens Tear Posts: 2,618 Arc User
    edited July 2014
    heero200 wrote: »
    I can agree with this TBH.

    Ive been helping out on a thread for just over a year called the GA Program (Link Here) The idea of this Program is for players to support players much as the mods do on the forums. The main point is that if something like this where to happen im gonna hazard a guess that 25% or even more of the support tickets could be dealt with by the GA team or even stopped before it went to support. That would free up the GMs to come play the game a little and do other things. I say this with as open mind as im sure as many problems as this would solve it would cause more?

    Time will Tell... PWI should have had something like this from the start!

    Sorry to have to tell you heero, but it isn't going to happen. V4liance had things well in motion but the program was dropped after he left because there was no support from any other staff (temp CMs and current CM included). We really did try to keep it going but it has died an unfortunate death.
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