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Northern_Nightowl

Customer support: what kind of people are employed there?

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Hello!

 

I am curious @YabbaCoe. What kind of people are employed in WG's customer support role? This enquiry is especially about those receiving technical bug reports.

Are they knowledgeable about computer techniques in general, could someone expect there a basic knowledge of programming, scripting and general computer jargon?

Or are they more or less casual employees who are given a checklist to be worked down, without the authority to deviate and to exercise one owns discretion when it seems right?

 

This question does not result ATM from any bad experience with CS, but nevertheless stems from something that I had to report - in the hopes to avoid a pointless response akin "remove your mods and test again", I preemptively said that without any explanation on how GUI additions or cosmetic changes (taken out from Aslains Modpack) could interfere with virtual 3D world processes like collision detection, I will not take it as a serious and helpful reply...

 

Regards, Nightowl

 

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Beta Tester
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They dont have a clue, you are even lucky if you get a real person or somebody above "please run WG tool" or "uninstall all mods and restart" before your ticket is closed.

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[BYOB]
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Customer Care in most modern companies doesn't care about solving issues for the customer. Their only interest is in keeping open ticket numbers low and limiting liability. That's why people get useless copy & paste responses and closures.

The CC drone doesn't care if he helps you. He cares about the closure.

The only exception lies in financial matters. EU wil bend WG over a barrel and rail them with no lube if they do something questionable in the shop. Like Santa Crate descriptions missing info.

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2 hours ago, Aragathor said:

Customer Care in most modern companies doesn't care about solving issues for the customer. Their only interest is in keeping open ticket numbers low and limiting liability. That's why people get useless copy & paste responses and closures.

The CC drone doesn't care if he helps you. He cares about the closure.

The only exception lies in financial matters. EU wil bend WG over a barrel and rail them with no lube if they do something questionable in the shop. Like Santa Crate descriptions missing info.

The standard quality measure is if they close tickets on time. 

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Players
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Customer/Tech support has 3 levels of operation.

1st level: anyone with a good grasp of language, works off a script and takes you through the simple stuff; ie "have you tried turning off and back on"

2nd level: more technical but still only simple stuff, will also know more about the item and possible interactions.

3rd level: actual techies/coders; you should never actually get to speak to these people as it costs too much....

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[ALYEN]
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1 hour ago, Molly_Delaney said:

Customer/Tech support has 3 levels of operation.

1st level: anyone with a good grasp of language, works off a script and takes you through the simple stuff; ie "have you tried turning off and back on"

2nd level: more technical but still only simple stuff, will also know more about the item and possible interactions.

3rd level: actual techies/coders; you should never actually get to speak to these people as it costs too much....

actually there are 4 levels.

 

Your 3rd level are people that maintain the system and know how it works but don't develop it themselves. So they can diagnose the problem properly but need to talk to 4th level to actually get it fixed (those are the developers).

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[WG]
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Před 8 hodinami Northern_Nightowl řekl/a:

Hello!

 

I am curious @YabbaCoe. What kind of people are employed in WG's customer support role? This enquiry is especially about those receiving technical bug reports.

Are they knowledgeable about computer techniques in general, could someone expect there a basic knowledge of programming, scripting and general computer jargon?

Or are they more or less casual employees who are given a checklist to be worked down, without the authority to deviate and to exercise one owns discretion when it seems right?

 

This question does not result ATM from any bad experience with CS, but nevertheless stems from something that I had to report - in the hopes to avoid a pointless response akin "remove your mods and test again", I preemptively said that without any explanation on how GUI additions or cosmetic changes (taken out from Aslains Modpack) could interfere with virtual 3D world processes like collision detection, I will not take it as a serious and helpful reply...

 

Regards, Nightowl

 

I definitely can't know, who is working there and what are their skills. They have their tasks and workflow set and in case of any deep technological question, there are specialists in Customer Support, who can investiage on that question and provide some statement of status update to Customer Support agent, who is handling with the ticket.

 

But regarding bug reports. I think it is kinda obvious that in order to identify the bug, or the source of the bug, to be able to reproduce it, we need "vanilla" client without any modifications. Also usually during the beginning of the update some of the modifications doesn't work properly and quite often they are the source of issues and bugs in the game. Also even small modification of cosmetic changes can have somehow negative effect on the battle, UI etc.

That is why it is always important to know, if this bug appears in the client with no modifications and under which circumstances.

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[O-V]
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Credit where its due 

 

I have used the WG service desk just once and they did very well . 

 

Far less hassle than expected 

 

 

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9 hours ago, Northern_Nightowl said:

This question does not result ATM from any bad experience with CS, but nevertheless stems from something that I had to report - in the hopes to avoid a pointless response akin "remove your mods and test again", I preemptively said that without any explanation on how GUI additions or cosmetic changes (taken out from Aslains Modpack) could interfere with virtual 3D world processes like collision detection, I will not take it as a serious and helpful reply...

 

8 hours ago, Nov_A said:

They dont have a clue, you are even lucky if you get a real person or somebody above "please run WG tool" or "uninstall all mods and restart" before your ticket is closed.

 

9 minutes ago, johncl said:

Credit where its due 

 

I have used the WG service desk just once and they did very well . 

 

Far less hassle than expected 

 

 

Well, "generic copy/paste answers" usually solve 80% of cases, as long as user query is actually read and understood, so correct copy/paste can be applied:cap_tea:

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3 hours ago, johncl said:

Credit where its due 

 

I have used the WG service desk just once and they did very well . 

 

Far less hassle than expected 

 

 

 

Three times here, and problem solved each time. No complaints from me personally, though other people's experiences may be different.

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