Please stop closing threads that request reasonable information

This is the fourth time of asking. No tasking for ANYTHING unreasonable and the constant closing of threads without a satisfactory response serves only to illustrate the disgusting customer service policy currently employed.

How dare we as customers request to know when GM's are available, on which servers and request a viable and guaranteed method of contact?

Thats the sum conclusion of the disgraceful responses received so far.

Incidentally, the ONLY official responses have been from FORUM moderators and Frankie who failed to read properly what was being asked for.

the last closure form KrittyKat is illustrated below:

Quote:
Originally Posted by Kalirin - Sanctuary
Personally I really dont see why they cant answer as to when a GM can be contacted. Support tickets take weeks to answer and live chat never works so things that should be dealt with quickly never are. Lack of customer support in this game amazes me as i have played online games for many years and have never come across such poor support in any other game. As people have been saying for a very long time they just dont seem to care as long as people are spending real money on the game.

Support tickets take between 3 to 5 days to be resolved. If you send another ticket in on the same subject before your ticket is resolved, the old ticket is scrapped, along with its place in the queue, because the new ticket could hold further information that could be of help with the solution. I have personally had to submit tickets a few times, and every time have gotten a satisfactory response within a week. Before you start saying, "But you're a mod, of course you'll get better service", that was on an account in no way associated with the account I am using now. There was no way for that support worker to know that I work on the forums. Just give the GMs and support staff a chance to deal with your ticket in a reasonable amount of time, and they'll do it.

Also, @ kondors - GMs aren't going to answer to every thread that comes up asking for information on how to contact them, because doing so would cause people to contact specific GMs to try to get their way. With the current way of doing things (i.e., submitting tickets), it's a blind submission. You'll rarely have the same person work on a ticket twice in a row, and it's unlikely that one person will deal with every ticket on a certain subject. This makes it easier to regulate players, since a punishment won't be softened because you know which GM to go to.

With what I have said in mind, I'm going to close this thread, as it serves no proper purpose.

Closed.


A request of this nature ONLY serves no purpose when no one has the guts, manners and decency to respond in a satisfactory way to the more than reasonable request.

3-5 days response for a ticket is blatantly inaccurate... try reading the thread that was raised regarding the password resets. Oh and don't try saying that it was exceptional circumstances because I am certain there a whole host of others.

Use some common sense too for gods sake.
If someone is stuck in scenery do you intend them to stay there for 3-5 days waiting for a ticket response?

You are heaping problems on yourselves in a bizzare, blinkered and downright ridiculous way.
Apparently you are unable to provide as speedy a resolution as you would like because you are snowed trying to respond to all the tickets, many for inappropriate matters.

So now your suggestion is... send more tickets please?
Are you insane?

You state that GM's are not going to answer every thread asking for contact info...
How about answering JUST ONE?
The forums are not littered with threads requesting this information... after all... if they were, your forum moderators would simply combine them or close some to end up with just one thread.

ONE THREAD... please dont exaggerate the circumstances as an excuse for doing nothing... again.

The "blind submission" process you describe is destined for failure from the outset.
Having to explain a complex situation to 14 people on 14 occasions because there is no continuity just drags things out and increases your staff workload.

As for appealing to a known GM regarding a ban.. pathetic excuse...sorry.
If there is an appeal process, let the appeal be considered by an appointed individual (blind to us if you need that so badly), or a panel of randomly selected GM's.

I am talking about getting customer issues and problems resolved, not appealing punishments.
Dont get me wrong, I am more than aware that largely that is ALL the GM's seem to do, but maybe that is also something that is a problem with your prioritisation.

The methods of contact you suggest do not work satisfactorily, do not work even as you claim they will and importantly the y do not ensure ANY accountability.

Someone needs to own a problem and see it through to conclusion. There is no incentive for your customer service agents to resolve any genuine issues because they have the opportunity to remain anonymous, unaccountable to the customer, unknown to the customer.

This is not in any way customer service. The live chat kicks you out of the queue after 20 minutes so you never get to the front of that queue.
Not speculation... FACT... been there, done that.
If you are going to create a queue then serve the dam queue.
It is just a means of making people with genuine problems and concerns reach their point of despair and give up.

If, as the vast majority of players feel, you are majorly interested in making money from your player base, doesnt it make sense to respond to their needs, requests and queries?
Happy customers are repeat customers, and recruit more customers for you by word of mouth.

Sad that I have to even point this out to you.. your customer service is almost non existent, uncaring , non functional and you dont understand even the most simple aspects of it.

Incidentally , not that KrittyKat's first attmept to exemplify why accountability is a bad idea involves a hypothetical case of a GM handing out a punishment.
Just shows that this is the first function that springs to mind when people, even company people, consider the role of a GM.

Surely the primary function of a GM should be to serve and help the community?
Try employing people to do the job that care about customers, not people who just want to seem big and important by beating people with big sticks.

Customer care, not ego building for internet bullies, has to be the order of the day.

You will close the thread again with no adequate response again I know.

So why do I bother?
Because I actually care about customer service, do not want to be surrounded by angry players constantly, do not want to see your forums filled to the brink with unresolved issues that mostly dont get read properly , if at all.

Odd... sort of sounds like an attitude a customer service person ought to have.

Again I maintain that I have asked for nothing that is unreasonable... sending more tickets as requested... enjoy.

(so many idiots, so few hand grenades)