Jump to content
Flandre Bug Read more... ×
Sign in to follow this  
You need to play a total of 50 battles to post in this section.

34 comments in this topic

Recommended Posts

Players
2,106 posts
9,568 battles

I was just wondering... what is your experience with the support tickets and the guys answering them?

 

I have a dozen support tickets and so far the experience was always the same - regretting I wasted my time in writing it.

 

- They NEVER solved any issue I had. (the templates they use as replied can be easily found on the Wiki or Google in general, they never say anything I didn't know already)

- They ALWAYS mark the ticket as 'SOLVED' after their reply even though it's never solved but the investigation just started

- If you ask them NOT to mark it as 'solved' they disrespectfully ignore it completely

- Every reply is written by another guy or at least the system assigns a random name every time they make a reply which is very confusing. (last ticket has 6 replies from their side, from 6 different guys or at least under different names)

- They don't read anything I write and that's easy to see based on their replies

- They just use useless templates which pisses most people off (who likes to talk to [ro]bots?)

- Their level of understanding is minimal and usually results in a lot of wasted time in order to make them understand what the issue is

 

I am probably not even allowed to post anything from the tickets but the latest experience is regarding the connectivity issues that so many players are having. After spending hours doing PingPlotter reports, WGchecks etc. they simply didn't have anything useful to say other than I have some packet losses and they will escalate the case to their specialists. However, specialists are probably the same guys because soon after that they asked for new reports. I provided the new reports and then I was advised to "investigate packet loss in internet and you can contact with your internet provider". The sentence before that was "I personally will do my best to help you, don't worry.". W.T.F.

 

At the end they said "I am afraid we can not do anything about your situation. Please contact your service provider related your packet loss." basically letting me know that they can't (or don't want to) do anything about it and that message goes to all the players having so many connectivity issues, especially since the latest 0.9.11 patch. 

 

This was probably the last support ticket I'll ever make because it's been such a waste of time filled with frustration.

 

What is your experience?

 

  • Cool 1

Share this post


Link to post
Share on other sites
[CATS]
Players
29,621 posts
15,306 battles

I wrote 6-7 in over 4 years.

Most of them were answered to my satisfaction.

 

Technical problems seem to be the biggest challenge as they assume the players have no clue. When you know what you are doing and write them, it felt like they did not take you seriously in the past.

But I did not have any technical problems in the past three years, so I do not know how they handle them now.

Share this post


Link to post
Share on other sites
[BFS]
Beta Tester
2,125 posts
14,348 battles

In the past I've had replies to a ticket that was clearly directed at another post.

 

I've had one or two technical issues that have been resolved maybe taking one or two goes.    With technical issues (I've been tech support for other games) a lot depends on the poster not supplying technical details of the system they are running or how they've installed (both can have a big impact).

 

I've also been in the position where they've closed a ticket as 'solved' when it clearly has not been resolved.  I've simply opened it again explaining why the issue was not solved.

 

What I find annoying is the copy/paste responses to some tickets.   I can understand having a 'canned reply' but I'd expect that to be edited to remove the redundant information,   I also wonder at times if the ticket it answered by someone with limited understanding of English.

 

  • Cool 1

Share this post


Link to post
Share on other sites
[MIAU]
[MIAU]
Players
4,046 posts

Depends on what I am reporting to them.

 

Technical issues can be a frustrating topic. In each post you have to remind them to please read all former ones just so you don't get another copy and paste message. The most frustrating one was when I had an issue with not recieving the newsletter. WG support wanted informations from my e-mail provider, my e-mail provider needed informations from Wargaming and I sat in the middle. With both willing to help but neither one willing to directly talk with the other. That was the most frustrating part of it.

In the end I made an e-mail change for my account that wasn't necessary and after a few weeks of back and forth tickets Wargaming found the error was on their end and fixed it. I had to be persistent. I had various ticket numbers as a history and had to remind them in each new reply to read all the previous communication.

 

Reporting players on the other hand does seem to work just fine. Though I only do it in cases were it is really justified, like obviously rigged battles or massive racist insults and slurs. In such cases I do get the usual message that they can't tell me how they acted but often enough there is some varying part in there, different from the copy and paste content of all the others, that tells me that they actually did look at the evidence and acted accordingly.

 

I do understand why they are working with templates. Considering the workload they must have, being able to answer a ticket with a copy and paste message that applies in most cases safes a lot of time. In all other cases it becomes frustrating for the user with the issue though. He doesn't feel like his concern was taken seriously.

 

As far as the ever changing support members answering you: I'm pretty sure that those are just randomly generated names.

Those provide the feeling you did get a reply from a person while at the same time giving the support person some anonymity. When you do have follow up tickets it will cause frustration and confusion for the customer again but in most cases the first reply is probably enough to solve the issue.

Share this post


Link to post
Share on other sites
[NECRO]
Players
2,418 posts

Let me just say it was a lengthy and increasingly absurd exchange until I asked the boss for help. Help will come within the next 2 updates (whenever those are going happen). So, at least, the denial phase appears to be over and the solution phase may begin.

Share this post


Link to post
Share on other sites
Players
3,524 posts
20,662 battles

Depends on the issue. Had a purchase refund issue. After a generic answer I objected and got refunded. Quick answets there. Technicak issues were more problematic. They wanted an insane amount of data, never gave it to them and the issue I had I found out to be on my end eventually. Teamkill and chat violation issues always a copy paste answer but that is to be expected. So my xp with customer service is okay.

Share this post


Link to post
Share on other sites
Players
453 posts

A general complaint against a player or something so obvious, I find normally is resolved, anything that needs a brain cell or deviates from pre-scripted responses, not worth bothering with them !

  • Cool 1

Share this post


Link to post
Share on other sites
[THESO]
Moderator, Players
1,327 posts
9,184 battles

Hello,

          moved to a more appropriate area of the forums. You are allowed to leave constructive feedback about your experience with support, however it is against the rules to share private conversations with support. But other than that, I don't see a problem.

 

Kind regards,

                       Minia

Share this post


Link to post
Share on other sites
[WAR]
Players
428 posts
14 hours ago, CptMinia said:

Hello,

          moved to a more appropriate area of the forums. You are allowed to leave constructive feedback about your experience with support, however it is against the rules to share private conversations with support. But other than that, I don't see a problem.

 

Kind regards,

                       Minia

Seriously? I was going to post my experience of dealing with them and a few points I'll raise touch on this very thing...

 

this: "Support" is from Saint Petersburg I think, they are Russians, this was admitted to on the NA forums, and there appears to be HUNDREDS of them... all with English Anglo Saxon names which is impossible, maybe one or two... but not all of them, and the names are obviously made up... would you live in Russia and use a first name like "Garfield" or worse.... the point is, even if they ARE real names, I mean, real people, why? Staff on the Forums use game names, why do these workers have to use REAL names? But then... they are not real... it just LOOKS like they are real and the made up and its random... I have NEVER had the same person deal with me twice...

 

So, why keep a conversation between myself and a person that obviously doesn't exist private? Isn't that censorship if you want to talk about how bad or rude "support" is?

 

Anyhow, The information I provided to "support" was along the lines of screen shots of my warship being rammed by a bot.....

 

I got an answer along the lines of them needing to know the date and time of the game and what Tank I was using.....

 

The stuff gets worse, every time, a "new" person.... every time, they ask the same question..... stalling? Reading off flash cards?

 

Anyhow, it took so long for me to even GET anywhere with then using translators and reading off flash cards and STILL not getting it.... that I made the comment that they were a waste of time....

 

Now, I wonder if WoWs keeps private notes on all us players asking for support... because under the E.U. privacy laws, I should be allowed to see that information...

 

I ask.... because ever since then, when I ask for support.... and I'm nice and polite.... I get told "not if you're going to insult us".... and then waiting 72 hours for a simple answer as to where a camo I had bought was.... in the end, someone on the forums told me to untick a box and it would show up... I wonder how long WoWs would have kept me waiting?

 

Support is a JOKE!  I doubt they even play the games they provide support for... I don't bother with it now, I always ask my clan if urgent or ask in the forums...

 

I cringe when I see a post from "staff" saying Support really cares, we care, we will help... we do listen etc etc etc etc....

 

and on the forums, they say "fill out a support ticket"....

 

Have they never wondered why people use the forums for support as, partly, that is why its there? Its because they have NO FAITH in this support because its hardly support at all...

BTW, the advantage of having ONE person deal with the problem is so you are not forced to explain things over and over and over again which is what tends to happen with this so called "support"

  • Cool 1

Share this post


Link to post
Share on other sites
Players
2,106 posts
9,568 battles

I'll tell you one thing... the only worse support I've encountered (EVER) was the support from huge companies like Facebook, Google etc. with whom you can't even get in touch unless you bleed.

 

WG support does reply and actually replies quite fast. However, those replies are usually useless templates, they don't read what was written, they don't understand English and most of the time they have no clue about the game, even the basic stuff.

 

The names are definitely made up and I wonder why.

 

Contacting the support is usually (for me always) a waste of time getting templates as replies from people who don't have ANY experience at the game or the customer support job.

  • Cool 1

Share this post


Link to post
Share on other sites
Players
2,106 posts
9,568 battles

Since this thread has been moved from the 'Gameplay' section (thanks @CptMinia) I believe nobody will be following it anymore but I do want to say a few words of how this went down or if you need a title "WG Customer Support in a Nutshell".

 

1. I have connectivity issues, getting disconnected, kicked out of the server, etc.

2. I complain in the 'general feedback' thread, where I'm supposed to and after some time @Crysantos tells me to open a support ticket and complain there

3. I do that but all I get from the support are useless templates not helping anyone

4. I pass my experience to the same 'General Feedback' thread as I'm still having issues with the WG servers (everything else works flawlessly)

5. After few days, @MrConway replies and asks for a ticket ID so he can escalate it to the specialist since the customer support guys are not helping at all

6. I give him a ticket ID, even send him a PM as he requested in hope that finally someone competent will look into the issue

7. This morning I find the ticket CLOSED. Not 'solved' but CLOSED as in "you can no longer make replies to this ticket".

 

Is that how the support tickets work? Is that promoting players to report issues?

 

This process tell me a lot of how customer support works at WG and frankly.. it's very disappointing.

 

Sorry for the tags, you can ignore them - it wouldn't be the first time. But you know all these 7 points are 100% facts that you can check yourself.

Share this post


Link to post
Share on other sites
[WAR]
Players
428 posts

First instance, I see if I can find the fix...

 

2nd ... ask my clan....

 

3rd, ask on the forums (never had to ....)

 

4th..... pray....

 

5th .... I'd actually have to be dying in order for me to ask support... so I won't.... not any more.

I'll follow you to hell and back, and this thread with it. :Smile_izmena:

Share this post


Link to post
Share on other sites
[THESO]
Moderator, Players
1,327 posts
9,184 battles
9 hours ago, Palubarac said:

Since this thread has been moved from the 'Gameplay' section (thanks @CptMinia) I believe nobody will be following it anymore but I do want to say a few words of how this went down or if you need a title "WG Customer Support in a Nutshell".

Hello,

          Well yes, this is not a gameplay thread since it is discussing WG support. As for your specific problem you're not exactly telling us a lot of information apart from that you have connection issues. If that is so, first thing you want to do is find out where it comes from. Is it you, your broadband provider, a failing network or WG servers. So I'll leave these links and hope you find something, assuming this is a problem you still have. I've not seen an increase in complaints from people with connection issues, so I'll assume your problem is solitary.

Regards,

                Minia

  • Bad 1

Share this post


Link to post
Share on other sites
Players
2,106 posts
9,568 battles
2 hours ago, CptMinia said:

Hello,

          Well yes, this is not a gameplay thread since it is discussing WG support. As for your specific problem you're not exactly telling us a lot of information apart from that you have connection issues. If that is so, first thing you want to do is find out where it comes from. Is it you, your broadband provider, a failing network or WG servers. So I'll leave these links and hope you find something, assuming this is a problem you still have. I've not seen an increase in complaints from people with connection issues, so I'll assume your problem is solitary.

Regards,

                Minia

Now you're really starting to disappoint me.

 

Do you want me to quote dozens and dozens of threads and hundreds and hundreds of posts written in the forums about this issue only in the last week or two?

 

My problem is solitary? Please take a look only at this ONE thread and you'll soon realize that you're wrong. Very wrong.

 

I'm not telling a lot of information? Have you read what I wrote or you're acting exactly like a support - not reading anything and just sending templates/links!??

 

I've opened a support ticket explaining everything in detail along with all PingPlotter and WGcheck reports. I wrote that already but I guess you missed it.

 

That ticket has been handled by incompetent support guys so WG's CMs said they will escalate the ticket to the specialists.

 

Few days later the ticket is CLOSED, without possibility to make any additional reply.

 

Again - I wrote all this already, in the same post that you quoted (partially though) so PLEASE at least have the decency to read the post before you reply in a very poor manner.

 

Thanks.

 

Share this post


Link to post
Share on other sites
[THESO]
Moderator, Players
1,327 posts
9,184 battles
3 minutes ago, Palubarac said:

Now you're really starting to disappoint me.

 

Do you want me to quote dozens and dozens of threads and hundreds and hundreds of posts written in the forums about this issue only in the last week or two?

 

My problem is solitary? Please take a look only at this ONE thread and you'll soon realize that you're wrong. Very wrong.

 

I'm not telling a lot of information? Have you read what I wrote or you're acting exactly like a support - not reading anything and just sending templates/links!??

 

I've opened a support ticket explaining everything in detail along with all PingPlotter and WGcheck reports. I wrote that already but I guess you missed it.

 

That ticket has been handled by incompetent support guys so WG's CMs said they will escalate the ticket to the specialists.

 

Few days later the ticket is CLOSED, without possibility to make any additional reply.

 

Again - I wrote all this already, in the same post that you quoted (partially though) so PLEASE at least have the decency to read the post before you reply in a very poor manner.

 

Thanks.

 

Hello,

          I did read your post and I stand by what I said. You haven't actually given any information on your side regarding the problem affecting you. If you are vague with your problems, then my answers are going to be vague too. So not a lot I can do or say. As for disappointing you well sorry but I'm not here to help you. I've given you links that can help you with your problem and that is about as far as I am willing to go with you. As for the posts of people having connection issues:

  1. I only saw those posts after I first replied here
  2. I've had no issues and have heard nothing from outside sources
  3. After looking at some of the pingplotter data and logs, there seems to be a bit of a mixed bag of faults. As such, I am still not convinced this problem is on WG's side, it could be but I'm not seeing it yet. Which also explains why WG is asking people to send in their information and logs.

I get that you're annoyed at this, but do avoid putting me in a difficult position because at the end of the day customer support is not my job. I am happy to help people wherever I can, but I'm not going to if they get on my nerves.

 

Regards,

               Minia

  • Cool 1

Share this post


Link to post
Share on other sites
Players
2,106 posts
9,568 battles
9 minutes ago, CptMinia said:

Hello,

          I did read your post and I stand by what I said. You haven't actually given any information on your side regarding the problem affecting you. If you are vague with your problems, then my answers are going to be vague too. So not a lot I can do or say. As for disappointing you well sorry but I'm not here to help you. I've given you links that can help you with your problem and that is about as far as I am willing to go with you. As for the posts of people having connection issues:

  1. I only saw those posts after I first replied here
  2. I've had no issues and have heard nothing from outside sources
  3. After looking at some of the pingplotter data and logs, there seems to be a bit of a mixed bag of faults. As such, I am still not convinced this problem is on WG's side, it could be but I'm not seeing it yet. Which also explains why WG is asking people to send in their information and logs.

I get that you're annoyed at this, but do avoid putting me in a difficult position because at the end of the day customer support is not my job. I am happy to help people wherever I can, but I'm not going to if they get on my nerves.

 

Regards,

               Minia

The thing is that I never asked you for any help or feedback regarding this issue.

 

You were quoted just because I think "Support Tickets" are an important part of the game and this "Other" section has very little exposure. If you believe this is the place for this thread, then fine - you know better. I'm not gonna argue with that.

 

So I believe you took this a bit personal even though it you had no role in my terrible experience with the WG Support. 

 

All the details have been forwarded where they should have been and exactly as advised by WG CMs.

 

You only triggered a spark when you stated that my problem solitary despite all the threads and posts. But I'll leave it at that.

 

I don't expect anything else from you. I do, however, expect an explanation from WG's CMs - @Crysantos and @MrConway as to how my ticket (which was supposed to be escalated and examined by specialists) got CLOSED just like that.

Share this post


Link to post
Share on other sites
[THESO]
Moderator, Players
1,327 posts
9,184 battles
1 minute ago, Palubarac said:

The thing is that I never asked you for any help or feedback regarding this issue.

 

You were quoted just because I think "Support Tickets" are an important part of the game and this "Other" section has very little exposure. If you believe this is the place for this thread, then fine - you know better. I'm not gonna argue with that.

 

So I believe you took this a bit personal even though it you had no role in my terrible experience with the WG Support. 

 

All the details have been forwarded where they should have been and exactly as advised by WG CMs.

 

You only triggered a spark when you stated that my problem solitary despite all the threads and posts. But I'll leave it at that.

 

I don't expect anything else from you. I do, however, expect an explanation from WG's CMs - @Crysantos and @MrConway as to how my ticket (which was supposed to be escalated and examined by specialists) got CLOSED just like that.

Yes, I offered what I could and now I get the feeling I had the door shut on myself. But whatever, I'm not going to argue there it would be a waste of my time.

 

As for your ticket being closed, I'll let WG know but obviously I can't promise that you will get a response.

 

With that in mind, I'm out.

 

Regards,

               Minia

  • Cool 1

Share this post


Link to post
Share on other sites
Players
2,106 posts
9,568 battles
3 minutes ago, CptMinia said:

Yes, I offered what I could and now I get the feeling I had the door shut on myself. But whatever, I'm not going to argue there it would be a waste of my time.

 

As for your ticket being closed, I'll let WG know but obviously I can't promise that you will get a response.

 

With that in mind, I'm out.

 

Regards,

               Minia

Well, I'm sorry you feel that way. I really do.

 

I didn't ask you for any help or feedback because you have nothing to do with the Customer Support guys and you also didn't promise the ticket escalation like the WG CMs did.

 

So I hope NHF and moving on - waiting for a reply from CMs as I hope this won't stay like this. If it does then I'll have some decisions to make.

Share this post


Link to post
Share on other sites
[WG]
WG Staff, Alpha Tester
3,376 posts
3,999 battles
On 1/4/2020 at 3:38 PM, Palubarac said:

I was just wondering... what is your experience with the support tickets and the guys answering them?

 

I have a dozen support tickets and so far the experience was always the same - regretting I wasted my time in writing it.

 

- They NEVER solved any issue I had. (the templates they use as replied can be easily found on the Wiki or Google in general, they never say anything I didn't know already)

- They ALWAYS mark the ticket as 'SOLVED' after their reply even though it's never solved but the investigation just started

- If you ask them NOT to mark it as 'solved' they disrespectfully ignore it completely

- Every reply is written by another guy or at least the system assigns a random name every time they make a reply which is very confusing. (last ticket has 6 replies from their side, from 6 different guys or at least under different names)

- They don't read anything I write and that's easy to see based on their replies

- They just use useless templates which pisses most people off (who likes to talk to [ro]bots?)

- Their level of understanding is minimal and usually results in a lot of wasted time in order to make them understand what the issue is

 

I am probably not even allowed to post anything from the tickets but the latest experience is regarding the connectivity issues that so many players are having. After spending hours doing PingPlotter reports, WGchecks etc. they simply didn't have anything useful to say other than I have some packet losses and they will escalate the case to their specialists. However, specialists are probably the same guys because soon after that they asked for new reports. I provided the new reports and then I was advised to "investigate packet loss in internet and you can contact with your internet provider". The sentence before that was "I personally will do my best to help you, don't worry.". W.T.F.

 

At the end they said "I am afraid we can not do anything about your situation. Please contact your service provider related your packet loss." basically letting me know that they can't (or don't want to) do anything about it and that message goes to all the players having so many connectivity issues, especially since the latest 0.9.11 patch. 

  

This was probably the last support ticket I'll ever make because it's been such a waste of time filled with frustration.

 

 What is your experience?

  

 

Let me just jump in here with some clarifications regarding this case and customer support tickets in general. If you have ANY feedback, good or bad, on a specific ticket, please provide it in the following stickied thread: 

 

Quote

- They NEVER solved any issue I had. (the templates they use as replied can be easily found on the Wiki or Google in general, they never say anything I didn't know already)

  • Step 1 of any support ticket will always be to try common troubleshooting steps, as this resolves a majority of the problems and also gives us a first step when troubleshooting as we can eliminate possible issues.

- They ALWAYS mark the ticket as 'SOLVED' after their reply even though it's never solved but the investigation just started

  • This is a peculiarity of the ticket system that we use. It always defaults to "Solved" but can always be answered by you to come back with more questions or information.

- If you ask them NOT to mark it as 'solved' they disrespectfully ignore it completely

  • See above, this is simply how the system works.

- Every reply is written by another guy or at least the system assigns a random name every time they make a reply which is very confusing. (last ticket has 6 replies from their side, from 6 different guys or at least under different names)

  • Tickets on our side get re-assigned to the first available agent to ensure a reply can come as fast as possible. 

- They don't read anything I write and that's easy to see based on their replies

  • That should not happen and we are always interested in getting feedback on specific tickets to be able to improve service quality going forward.

- They just use useless templates which pisses most people off (who likes to talk to [ro]bots?)

  • Customer support will always use templates to be more efficient, if those templates are not appropriate to the question being asked this is of course a problem and we would appreciate feedback on it.

- Their level of understanding is minimal and usually results in a lot of wasted time in order to make them understand what the issue is

  • As above, feedback is welcome.

 

 

On 1/5/2020 at 10:53 AM, Kiwi1960 said:

Seriously? I was going to post my experience of dealing with them and a few points I'll raise touch on this very thing...

 

this: "Support" is from Saint Petersburg I think, they are Russians, this was admitted to on the NA forums, and there appears to be HUNDREDS of them... all with English Anglo Saxon names which is impossible, maybe one or two... but not all of them, and the names are obviously made up... would you live in Russia and use a first name like "Garfield" or worse.... the point is, even if they ARE real names, I mean, real people, why? Staff on the Forums use game names, why do these workers have to use REAL names? But then... they are not real... it just LOOKS like they are real and the made up and its random... I have NEVER had the same person deal with me twice...

 

So, why keep a conversation between myself and a person that obviously doesn't exist private? Isn't that censorship if you want to talk about how bad or rude "support" is?

 

Anyhow, The information I provided to "support" was along the lines of screen shots of my warship being rammed by a bot.....

 

I got an answer along the lines of them needing to know the date and time of the game and what Tank I was using.....

 

The stuff gets worse, every time, a "new" person.... every time, they ask the same question..... stalling? Reading off flash cards?

 

Anyhow, it took so long for me to even GET anywhere with then using translators and reading off flash cards and STILL not getting it.... that I made the comment that they were a waste of time....

 

Now, I wonder if WoWs keeps private notes on all us players asking for support... because under the E.U. privacy laws, I should be allowed to see that information...

 

I ask.... because ever since then, when I ask for support.... and I'm nice and polite.... I get told "not if you're going to insult us".... and then waiting 72 hours for a simple answer as to where a camo I had bought was.... in the end, someone on the forums told me to untick a box and it would show up... I wonder how long WoWs would have kept me waiting?

 

Support is a JOKE!  I doubt they even play the games they provide support for... I don't bother with it now, I always ask my clan if urgent or ask in the forums...

 

I cringe when I see a post from "staff" saying Support really cares, we care, we will help... we do listen etc etc etc etc....

 

and on the forums, they say "fill out a support ticket"....

 

Have they never wondered why people use the forums for support as, partly, that is why its there? Its because they have NO FAITH in this support because its hardly support at all...

BTW, the advantage of having ONE person deal with the problem is so you are not forced to explain things over and over and over again which is what tends to happen with this so called "support"

 

Please provide feedback on the mentioned tickets in the thread linked above so I can look into it.

 

10 hours ago, Palubarac said:

The thing is that I never asked you for any help or feedback regarding this issue.

 

You were quoted just because I think "Support Tickets" are an important part of the game and this "Other" section has very little exposure. If you believe this is the place for this thread, then fine - you know better. I'm not gonna argue with that.

 

So I believe you took this a bit personal even though it you had no role in my terrible experience with the WG Support. 

 

All the details have been forwarded where they should have been and exactly as advised by WG CMs.

 

You only triggered a spark when you stated that my problem solitary despite all the threads and posts. But I'll leave it at that.

 

I don't expect anything else from you. I do, however, expect an explanation from WG's CMs - @Crysantos and @MrConway as to how my ticket (which was supposed to be escalated and examined by specialists) got CLOSED just like that.

 

You did not respond to your ticket, it closes automatically after 4 days without a reply. Our specialist has re-opened it from our side.

  • Cool 1

Share this post


Link to post
Share on other sites
Players
2,106 posts
9,568 battles

I got an e-mail just 10-15 minutes ago...

 

ticket1.jpg

 

I clicked in the "VIEW MY TICKETS" link but got a surprise...

 

ticket2.jpg

 

Then I went 'manually' into my ticket, on the link https://eu.wargaming.net/support/en/products/wows/my-tickets/

 

But there was nothing new there... All tickets closed with no updates at all. I even opened the last one with the current issue but there was no additional reply on it and the ticket was still CLOSED.

 

Mind explaining was ist das?

 

 

23 minutes ago, MrConway said:

 

Let me just jump in here with some clarifications regarding this case and customer support tickets in general. If you have ANY feedback, good or bad, on a specific ticket, please provide it in the following stickied thread: 

You did not respond to your ticket, it closes automatically after 4 days without a reply. Our specialist has re-opened it from our side.

Alright, I might post in that thread.. Actually I thought about it but when I saw 0 replies I gave up. Now I see it's a feedback thread and the replies are only visible to WG staff and they guy that posts there.

 

As for the CLOSING of the ticket. Well, first of all I didn't know it will be closed after 4 days of not responding. I did tell you that I won't reply anything further as all I get are useless templates. I even told that in the support ticket but I guess it was useless. Next time I have the same issue what am I supposed to do? Write anything as a reply to the ticket, just to keep it open, until the specialists come in (which obviously takes longer that the mentioned 4-day period for closing the ticket itself).

 

P.S. The "peculiarity" of marking the tickets with 'SOLVED' after each of your replies makes no sense at all. We all know what 'solved' means and once the support ticket replies... in 99% of the cases, the ticket is NOT solved. It's not like 'SOLVED" is he only option the 'support guys' have. There is the "need additional info" of nothing else is available.

 

I understand that marking it as 'solved' is the easiest for the support and that way they will have significantly less tickets opened but I strongly believe it's not the proper way of doing it.

 

Just read your own "explanation", OBJECTIVELY and tell me (or yourself) if it makes ANY sense...

 

"They ALWAYS mark the ticket as 'SOLVED' after their reply even though it's never solved but the investigation just started"

 

:cap_wander:

Share this post


Link to post
Share on other sites
[WAR]
Players
428 posts
45 minutes ago, MrConway said:

Please provide feedback on the mentioned tickets in the thread linked above so I can look into it.

 

 

You did not respond to your ticket, it closes automatically after 4 days without a reply. Our specialist has re-opened it from our side.

Thanks for the reply, but this was so long ago that its all water under the bridge. The last ticket I submitted was asking you to fix the daily missions, I'd played three games and it hadn't moved at all, but fixed itself soon after I submitted the ticket. That was the last one and an easy one... the answer I got was crazy, something about XP or something... NOTHING to do with the daily missions at all.

 

I know the responding to my ticket was for someone else, but if its OK ... I'd like to say that your use of the word "specialist" is highly over rated. How hard is it to press a function key for a standard form reply.

 

Also, no answer to their use of generic Anglo Saxon names...

 

I was merely passing on my history with support, not really wishing to complain about it OR asking you to look into it, but its appreciated none the less.

 

Thanks.

 

BTW... I sent you a PM last night, just in case you missed it.

Share this post


Link to post
Share on other sites
[WG]
WG Staff, Alpha Tester
3,376 posts
3,999 battles
3 hours ago, Palubarac said:

I got an e-mail just 10-15 minutes ago...

 

ticket1.jpg

 

I clicked in the "VIEW MY TICKETS" link but got a surprise...

 

ticket2.jpg

 

Then I went 'manually' into my ticket, on the link https://eu.wargaming.net/support/en/products/wows/my-tickets/

 

But there was nothing new there... All tickets closed with no updates at all. I even opened the last one with the current issue but there was no additional reply on it and the ticket was still CLOSED.

 

Mind explaining was ist das?

 

 

Alright, I might post in that thread.. Actually I thought about it but when I saw 0 replies I gave up. Now I see it's a feedback thread and the replies are only visible to WG staff and they guy that posts there.

 

As for the CLOSING of the ticket. Well, first of all I didn't know it will be closed after 4 days of not responding. I did tell you that I won't reply anything further as all I get are useless templates. I even told that in the support ticket but I guess it was useless. Next time I have the same issue what am I supposed to do? Write anything as a reply to the ticket, just to keep it open, until the specialists come in (which obviously takes longer that the mentioned 4-day period for closing the ticket itself).

 

P.S. The "peculiarity" of marking the tickets with 'SOLVED' after each of your replies makes no sense at all. We all know what 'solved' means and once the support ticket replies... in 99% of the cases, the ticket is NOT solved. It's not like 'SOLVED" is he only option the 'support guys' have. There is the "need additional info" of nothing else is available.

 

I understand that marking it as 'solved' is the easiest for the support and that way they will have significantly less tickets opened but I strongly believe it's not the proper way of doing it.

 

Just read your own "explanation", OBJECTIVELY and tell me (or yourself) if it makes ANY sense...

 

"They ALWAYS mark the ticket as 'SOLVED' after their reply even though it's never solved but the investigation just started"

 

:cap_wander:

 

I'll bring the "ticket solved" issue up to the support team and see if it is something we can change.

 

Your ticket seems fine from our side, can you try another browser? Failing that create a new ticket and send me the ID so we can keep working on it there.

 

2 hours ago, Kiwi1960 said:

Thanks for the reply, but this was so long ago that its all water under the bridge. The last ticket I submitted was asking you to fix the daily missions, I'd played three games and it hadn't moved at all, but fixed itself soon after I submitted the ticket. That was the last one and an easy one... the answer I got was crazy, something about XP or something... NOTHING to do with the daily missions at all.

 

I know the responding to my ticket was for someone else, but if its OK ... I'd like to say that your use of the word "specialist" is highly over rated. How hard is it to press a function key for a standard form reply.

 

Also, no answer to their use of generic Anglo Saxon names...

 

I was merely passing on my history with support, not really wishing to complain about it OR asking you to look into it, but its appreciated none the less.

 

Thanks.

 

BTW... I sent you a PM last night, just in case you missed it.

 

To address the names, it is common practice for each agent to choose an Alias so they cannot be found on social media based on a support ticket.

 

I also used to work in WG support with an Alias - get guessing :P

  • Cool 1

Share this post


Link to post
Share on other sites
Players
2,106 posts
9,568 battles
10 minutes ago, MrConway said:

 

I'll bring the "ticket solved" issue up to the support team and see if it is something we can change.

 

Your ticket seems fine from our side, can you try another browser? Failing that create a new ticket and send me the ID so we can keep working on it there.

 

 

To address the names, it is common practice for each agent to choose an Alias so they cannot be found on social media based on a support ticket.

 

I also used to work in WG support with an Alias - get guessing :P

What do you mean my ticket seems fine from your side? As it "it's open and you can reply to it" ?

 

Doesn't seem that way to me.

 

wow1.jpg

 

wow2.jpg

 

P.S. Thanks for taking the "solved" (NOT solved) issue and saying you will pass it up to the ones who might change that.

 

To take the opportunity, one more suggestions regarding the discussion with @Kiwi1960..

 

Just remove the alias. What's the point of a made-up name? To make the WG Support closer and more personal to the players? Doesn't work if each reply is under a different name. Instead, players feel like tickets are handled by different people all the time and that they have to repeat everything that has been said already in the previous replies. Just think about it.

 

Imagine if you contacted ANY support and each time you get a reply, a different name is assigned to that reply. Wouldn't it be awkward, unnatural and frustrating?

 

That should be changed as well.

 

Unless really a different person replies to me all the time which would be even more worrying. Once someone from the support has been assigned to a ticket, he should follow-up on it. I assure you that most normal people would rather wait a bit longer and continue talking to the same person instead of getting a reply (usually a useless template) quicker from a guy that didn't even read the previous replies (doesn't have time as he has to reply to hundreds of tickets a day) and therefore a player needs to repeat everything, wasting more time anyways.

Share this post


Link to post
Share on other sites
[WG]
WG Staff, Alpha Tester
3,376 posts
3,999 battles
7 minutes ago, Palubarac said:

What do you mean my ticket seems fine from your side? As it "it's open and you can reply to it" ?

 

Doesn't seem that way to me.

 

wow1.jpg

 

wow2.jpg

 

P.S. Thanks for taking the "solved" (NOT solved) issue and saying you will pass it up to the ones who might change that.

 

To take the opportunity, one more suggestions regarding the discussion with @Kiwi1960..

 

Just remove the alias. What's the point of a made-up name? To make the WG Support closer and more personal to the players? Doesn't work if each reply is under a different name. Instead, players feel like tickets are handled by different people all the time and that they have to repeat everything that has been said already in the previous replies. Just think about it.

 

Imagine if you contacted ANY support and each time you get a reply, a different name is assigned to that reply. Wouldn't it be awkward, unnatural and frustrating?

 

That should be changed as well.

 

Unless really a different person replies to me all the time which would be even more worrying. Once someone from the support has been assigned to a ticket, he should follow-up on it. I assure you that most normal people would rather wait a bit longer and continue talking to the same person instead of getting a reply (usually a useless template) quicker from a guy that didn't even read the previous replies (doesn't have time as he has to reply to hundreds of tickets a day) and therefore a player needs to repeat everything, wasting more time anyways.

 

To clarify, each agent has his own alias, but they do not change from ticket to ticket. If you had different names that means you had different agents.

 

They do however see the previous conversation as well as any information already submitted, so it should not pose an issue.

 

Unfortunately it seems you have to open a new ticket, when we re-open the ticket it only notifies you of the fact, it does not let you reply to it :/ This seems like a shortcoming of the ticket system.

Share this post


Link to post
Share on other sites
Sign in to follow this  

×