PW slacking

hoki
hoki Posts: 0 Arc User
edited January 2009 in General Discussion
I used to get a 2 hour respond from submitting a ticket but lately we not getting any respond AT ALL you guys r going loose a lot of customers that is paying a lot..... I know at least 8 or 9 people that will quit because you don't respond to us.[and they spend a lot of money].
Post edited by hoki on

Comments

  • Poison - Heavens Tear
    Poison - Heavens Tear Posts: 1,444 Arc User
    edited January 2009
    hoki wrote: »
    I used to get a 2 hour respond from submitting a ticket but lately we not getting any respond AT ALL you guys r going loose a lot of customers that is paying a lot..... I know at least 8 or 9 people that will quit because you don't respond to us.[and they spend a lot of money].

    Wow 2 hours? Quickest for any of mine was close to 24 hours.
    [SIGPIC][/SIGPIC]
  • bzbee
    bzbee Posts: 0 Arc User
    edited January 2009
    If I remember correctly, PW did not specify they will respond in 2 hours.

    If you or your friends think it is worth quitting over a longer response time..........*shrugs*
    Phoenix plume count: 2450 b:sad

    I want the phoenix because I think its pretty. b:cute
  • aryannamage
    aryannamage Posts: 0 Arc User
    edited January 2009
    The GM's read every ticket/E-mail they get and will answer them as soon as possible. They try to do this within 24 hours but sometimes this just is not possible.
    [SIGPIC][/SIGPIC]
  • xarfox
    xarfox Posts: 0 Arc User
    edited January 2009
    aryannamage wrote: »
    The GM's read every ticket/E-mail they get and will answer them as soon as possible. They try to do this within 24 hours but sometimes this just is not possible.

    Correct. Issues that require an investigation or in-depth analysis of logs or game information can sometimes take longer than 24 hours. Additionally, after a Customer Service ticket has been closed, you have the option of filling out a survey and evaluating the service that you received.

    Each of our Customer Service Representatives is evaluated based on this feedback, and we are always reading your comments and adjusting our service in order to provide you guys with a better end-user experience.
    [SIGPIC][/SIGPIC]
  • Coviana - Sanctuary
    Coviana - Sanctuary Posts: 113 Arc User
    edited January 2009
    I've always been happy with the response time (although not always with the responses). A 24-hour turnaround is about what i expect, and that's what i've gotten, in all cases except for one - but i kinda expected the delay on that one, as i submitted the ticket on xmas day... i didn't expect to see a response til at least the following monday, and i got my response on monday morning.
  • Poison - Heavens Tear
    Poison - Heavens Tear Posts: 1,444 Arc User
    edited January 2009
    xarfox wrote: »
    Additionally, after a Customer Service ticket has been closed, you have the option of filling out a survey and evaluating the service that you received.

    Really? Is my chance to fill out the survey for the bugged quest log ticket still there? That's the one I really have something to say about, but in public isn't the place for me to give details. Ticket TZG-96584-484. I never got an e-mail stating I could fill out a survey or that the ticket was even closed.

    I was also disappointed that I got no response at all from the first ticket I submitted, but since I got no response I have no ticket number to give you to look at.
    [SIGPIC][/SIGPIC]
  • dvorak
    dvorak Posts: 0 Arc User
    edited January 2009
    Poison - Heavens Tear wrote: »
    Really? Is my chance to fill out the survey for the bugged quest log ticket still there? That's the one I really have something to say about, but in public isn't the place for me to give details. Ticket TZG-96584-484. I never got an e-mail stating I could fill out a survey or that the ticket was even closed.

    I was also disappointed that I got no response at all from the first ticket I submitted, but since I got no response I have no ticket number to give you to look at.

    The CS survey/rating system is a new feature implemented about a week ago.
    pwe_dvorak.jpg

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  • Poison - Heavens Tear
    Poison - Heavens Tear Posts: 1,444 Arc User
    edited January 2009
    Dvorak wrote: »
    The CS survey/rating system is a new feature implemented about a week ago.

    Alright, good to know PW Ent. is wanting to change for the better.
    [SIGPIC][/SIGPIC]
  • Neios - Sanctuary
    Neios - Sanctuary Posts: 51 Arc User
    edited January 2009
    I would seriously go play some of the other MMOs out there and see how long they take to respond to you.

    The response time in this game is godly compared to waiting 4+ days to several weeks for a response from the other games.

    If you think they are slacking then you obviously have no clue to the reality of that.
  • Suicidegirl - Heavens Tear
    Suicidegirl - Heavens Tear Posts: 8 Arc User
    edited January 2009
    I would like to say.. in my time on this server, I had to post 1 ticket. The response time was great! Never had an issue with a game resolved so quickly.


    I was a GM a long time ago for a different MMORPG ... and when you have xxxxxxx + players and maybe a handful of GM's ... it's hard to try to get to everyone's issue within 24 hours.

    So just have some patience, and they will help you! Appreciate the hard work they do, cause from what I remember looking at logs upon logs can get a bit mind numbing... but then again it might have been the way that our logs were set up >.<
    [SIGPIC][/SIGPIC]
  • Solandri - Heavens Tear
    Solandri - Heavens Tear Posts: 2,843 Arc User
    edited January 2009
    Havne't had to submit a ticket yet, but I'm actually pretty impressed by the GM participation in these forums. In other games I've played, only the mods or one person assigned as the games PR rep would post. Here you see mods and GMs posting pretty frequently (although the downside is they sometimes give you contradictory or wrong information).
  • mogwai
    mogwai Posts: 0 Arc User
    edited January 2009
    my most recent action was attended to in 40 min today...from start to finishb:pleased
    mmorpg is R'lyehian for: Innumerable quantities of grown babies
    discussing & often complaining about the imaginary.
    [SIGPIC]http://pwi-forum.perfectworld.com/image.php?type=sigpic&userid=1618000&dateline=1316204434[/SIGPIC]
  • Poison - Heavens Tear
    Poison - Heavens Tear Posts: 1,444 Arc User
    edited January 2009
    Solandri - Heavens Tear wrote: »
    Havne't had to submit a ticket yet, but I'm actually pretty impressed by the GM participation in these forums. In other games I've played, only the mods or one person assigned as the games PR rep would post. Here you see mods and GMs posting pretty frequently (although the downside is they sometimes give you contradictory or wrong information).

    Have to agree with this. Someplace you never see a GM on the forums at all.
    [SIGPIC][/SIGPIC]
  • Stickygreen - Heavens Tear
    Stickygreen - Heavens Tear Posts: 2,158 Arc User
    edited January 2009
    Poison - Heavens Tear wrote: »
    Have to agree with this. Someplace you never see a GM on the forums at all.
    Solandri - Heavens Tear wrote: »
    Havne't had to submit a ticket yet, but I'm actually pretty impressed by the GM participation in these forums. In other games I've played, only the mods or one person assigned as the games PR rep would post. Here you see mods and GMs posting pretty frequently (although the downside is they sometimes give you contradictory or wrong information).

    hmmmmm but if they are being lazy and posting on forums, they arent working hard enough! instead of having time to post, they should be driven harder. b:pleased
    Less QQ more Pew Pewb:thanks

    "Don't argue with an idiot. They bring you down to their level, and beat you with experience."

    [SIGPIC][/SIGPIC]
  • Onewingarrow - Lost City
    Onewingarrow - Lost City Posts: 29 Arc User
    edited January 2009
    The GMs are actually real good in this game. Other games it could take up to a month even though they say *48 Hours*
    You Cannot Kill, What You Did Not Create.
  • Hildeborg - Heavens Tear
    Hildeborg - Heavens Tear Posts: 96 Arc User
    edited January 2009
    Try calling 'blue triangle with a circle' hotline and you'll see what is a never ending ticket with inept answers, if you can understand what the phone operator at the other side is saying at all. :)

    So far so good, 2 tickets below 48h and 1 GM 'call' below 30 mins, each handled on a factual and neutral ground.

    ( Which one of them knows about Knoram, by the way ? That picked my curiosity. )
    [SIGPIC][/SIGPIC]
  • XAsch - Sanctuary
    XAsch - Sanctuary Posts: 855 Arc User
    edited January 2009
    Stickygreen - Heavens Tear wrote: »
    hmmmmm but if they are being lazy and posting on forums, they arent working hard enough! instead of having time to post, they should be driven harder. b:pleased

    I was hoping for more from you, Sticky.. something along the lines of.. "Less QQ more Pew Pew" b:bye

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