PWI customer support is lacking since Arc took over?

missinin17

So I have try to get a decent response from the support team but all I'm getting is "copy & paste" replies from the same person which name cannot be mentioned here. I have asked that same person to transfer my ticket to another representative many times but he refuses. Then I even tried to email the support team directly and to my surprise the email got picked up by the same person again. So does Arc only got 1 person doing the support or what?

P.S. my last post got completely removed by admin because they didn't want to expose the reality of the kind of customer support that Arc really has.

opkossy

They have a small group of interns running as customer support for all of their titles. Take the thousands (if not more) of tickets that come from PWI alone daily and multiply it by all the other games PWE has under their belts and you see the issue with having a "support staff" of less than 30 people who have to deal with all of that.


It's incredibly frustrating for the rest of us, admittedly, but that's what the top brass at PWE has chosen to do.

And your post that was removed was a direct cut and paste of a ticket response. That's against the forum rules, which is why it was removed.

SylenThunder - Twilight Temple

OPKossy wrote: »

They have a small group of interns running as customer support for all of their titles. Take the thousands (if not more) of tickets that come from PWI alone daily and multiply it by all the other games PWE has under their belts and you see the issue with having a "support staff" of less than 30 people who have to deal with all of that.


It's incredibly frustrating for the rest of us, admittedly, but that's what the top brass at PWE has chosen to do.

And your post that was removed was a direct cut and paste of a ticket response. That's against the forum rules, which is why it was removed.

To add to this....

It's been like this for a LONG time before Arc was around. Off the top of my head, it was about 2-3 years ago when we began to start seeing how overwhelmingly understaffed the support team was.
PWE's response to that.... They increased the staff to 25 people.

FaithDread - Heavens Tear

I recently had to contact support with an incident and the turn around was incredible. They answered me within a few hours, and by the next day had resolved my problem (Which was something i HIGHLY HIGHLY thought would not happen). I got everything sorted out that I asked for, and was literally just sitting here in shock. Needless to say I am still in shock at it.

I was very impressed, and while I feel the lack of support on the forums is a bit disheartening, aslong as you contact them in a professional manor and state a reasonable problem, I believe they will resolve it fast. Dont message them like OMGOMG I SLD MY R9!! U OWE ME +12 R9 STRT AWY! b:chuckle

Dutch_death - Heavens Tear

agreed with faith i had issue with firts time buy pack it was solved in 1 day they where kind and did a amazing job on it b:cute

mechabeastmc666

PWI support staff have been providing the customers with excellent high quality support to all PWI related matters. I think that they have had alot to contribute to as of why PWI has been here for years upon years. Not only that but they keep their cool when dealing with angry or......Less than capable humans. They will continue to provide us the players with knowledge and service that is prize worthy. Even if a Few players here may think they can do a better job, im very glad it hasn't came to that. Because if any one of these Users tried to take over their spot the game would be in a terrible state. I for one appreciate the hard work of the support staff, and only wish the same effort could be put inside of the staff on the site, which in my opinion is Extremely lacking relative to the support staff.

LadyofReal - Heavens Tear

I've been playing PWE games since 2008, and I've only had one incident where nothing could be done, but that was because of the length of time that had passed. The most recent incident happened in August, it was a hacking incident, and it took about 2.5 weeks to get it resolved. For the few amount of people that they have working in this department, you have to give them credit for the job that they do.

xylonis

If you have a legit problem, the customer service I found to be excellent. I had a ticket submitted and responded to in 4 hours and the issue resolved in 2 days.

Deceptistar - Sanctuary

Usually, pwi is quick to answer most legit questions and concerns. Legit in a general sense and not only yours tho b:chuckle Not sure why you include ARC as a factor tho cause its just a platform/program that PWI made, not a different company substitute. I mean yeah they dont let you argue like a baby, if you cant communicate in a proper manner they would probably move on to the next ticket waiting for them. They kinda remind me sometimes of the COPS tv b:laugh if you ticket in info that they actually end up 'needing' with proper sources they even reward you