*Edited support team

[JG4_sKylon]

@Tuccy @Crysantos @Ph3lan

 

Sorry to say this, but i am totally fed up with the incompetence and ignorance of the technical support.

As i already mentioned in another thread, i again have the disconnects back to login screen after installing 0.6.11.

I had the problem with 0.6.8 and 0.6.9 and already opened tickets for it.

With the release of 0.6.10 the problem suddenly disappeared and i was able to play normally like before.

 

Actually i opened the ticket 2061676.

In this ticket i informed the support

- there were already opened tickets

- that i have no network problems (checked router, did permanent pings while i played etc)

- provided requested replays but did never get any feedback on them

- did provide an actual WGCheck

- performed some recommended steps (finally got some, not only questions to provide infos) which unfortunately did not help

- also deinstalled/reinstalled the game in a new folder which of course took some time, informed the support about it.

 

And now it really starts to piss me off.

The one support employee who gave me some recommendations asked me to come back to them if the problem still exists and provide another WGcheck

But the next support employee thought "wtf, let´s close the ticket regardless" so i had to reopen it.

Of course i asked why it was closed though WG support asked me to come back to them and the response was simply like as it is only me reporting this issue, it is my problem, not theirs.

But the ticket was opened again, so i provided the actual WGCheck.

 

The next support employee asked me to deinstall the game completely and " remove all remaining WoT files ..... That should do the trick. :) " and closed the ticket.

I reopened the ticket asking if the last guy even read the ticket.

 

Waiting for feedback on the new WGcheck, i started the game and simultaniously ran WGcheck network diagnostic.

While i was disconnected ingame, the network diagnostic showed no problems at all.

 

The response from another support employee:" In case you still have disconnect issues you will need to make sure your connection is stable enough. This starts with not using Wifi but cable and ends up with making sure the ISP is working properly."

 

I mean WTF?? I provide a diagnostic log showin there are NO network problems, this guy blames my network collection!

And to top all of this, he closed the ticket and i am not able to reopen it again.

 

 

Do you guys really think this is a acceptable level of support?

 

 

[Prospect_b]

I really hope I never have to use them tbh.

 

Sounds like they are playing for fun...

[juanxmar]

You should not discuss moderation - support actions.

 

Yes, you are right, and that is how most customer services work, they wear you down till you give up, make them feel it at the bottom line, stop giving them monies.

[wilkatis_LV]

"Game's running as intended, problem is on your end" - that's the answer I've grown to expect from WG support

 

Either someone on forums figures out what's the problem and how to fix it or you're screwed, because sure as hell WG ain't going to help you

[BrusilovX]

In the past I've had a response to a ticket (from WoT) that was nothing to do with that ticket but someone else's problem.   The ticket was closed and I managed to get it open again but not to much benefit to me.

 

As wilkatis_LV has posted you've a better chance of someone from the forum helping diagnose and resolve the problem,

 

Personally, I'd only ever raise a ticket about an account related problem rather than a technical one;

 

It's not the worst customer support I've ever seen,  A number of years ago I was experiencing occasional 100% packet loss.  I was able to produce a tracer router etc and the firs time I contacted BT I spoke to an engineer who explained that some of the servers along the way were experiencing a problem and that would be resolved.   A month later the same thing happened and using an on-line chat I was passed along to what must have been BT India.  When I first contacted them they could not access my account details and asked me to contact them later in the day.  When I finally did so, again using an on-line chat service they were not very much help and even suggested turning off the router.  I did point out to them that would terminate the chat link but they did not seem to care.   That afternoon another ISP gave me a cold call about internet access and BT lost a customer of 15 years - but I'm sure no shits were given.

[MrConway]

I'm sorry to hear that you did not receive the support you would have wanted. Unfortunately it can be very challenging to deal with technical issues as there are so many different factors that might influence the actual issue at hand.

 

After having chatted to support and reviewed your ticket, I would advise trying the following steps:

• Reinstall your NVidia drivers
• Uninstall AVIRA antivirus
• Try again! 

 

If this does not help please re-open the ticket and report on the result of these steps. 

 

While this is not something support advocates due to the amount of time and effort involved, I personally think that any PC benefits from an occasional wipe and clean Windows installation, which in my experience resolves almost any issues :)

 

I have passed your feedback on your ticket on.

[juanxmar]

25 minutes ago, MrConway said:

While this is not something support advocates due to the amount of time and effort involved, I personally think that any PC benefits from an occasional wipe and clean Windows installation, which in my experience resolves almost any issues :)

 

I have passed your feedback on your ticket on.

 

Best advice, and thanks for taking this into your hands, even if just a little. Community needs to see good actions.

[JG4_sKylon]

2 hours ago, MrConway said:

I'm sorry to hear that you did not receive the support you would have wanted. Unfortunately it can be very challenging to deal with technical issues as there are so many different factors that might influence the actual issue at hand.

 

After having chatted to support and reviewed your ticket, I would advise trying the following steps:

• Reinstall your NVidia drivers
• Uninstall AVIRA antivirus
• Try again! 

 

If this does not help please re-open the ticket and report on the result of these steps. 

 

While this is not something support advocates due to the amount of time and effort involved, I personally think that any PC benefits from an occasional wipe and clean Windows installation, which in my experience resolves almost any issues :)

 

I have passed your feedback on your ticket on.

 

Thank you @MrConway for looking into this.

 

I already wrote a longer text in response, but it got lost due to PEBKAC.

So in short:

 

- Nvidia already deinstalled/reinstalled/updated

- Avira was installed on request of WG support in a previous ticket to see if a virus causes my problems

- i sent them a new WGcheck after virus scan was done, only to get the response that maybe Avira causes my problem and request to deinstall it

- Avira is deinstalled

 

Regarding support: 

I don´t expect any support member to be able to solve any software/hardware problem, i know it´s impossible.

And MAYBE there is a problem at my side... though i never had problems with 0.6.10 and before 0.6.8. So, whatever causes this problem is in some kind related to the updates.

 

I worked for several ISP´s in the technical support for business customers and have a little share of knowledge about network problems.

What really bothers me here is that i get the impression that your customer support first goal is to get tickets closed fast, they ask for information and don´t analyze/read/react to it accordingly.

 

It´s really crap to not be able to play the game, your problem being handled in this way by customer support makes it worse significantly.

 

Anyway, thank you again very much for taking the time to deal with this.

 

Edit: Player Methrusax reports the exactly same problem here #57

 

PPS: when this problem occurred the first time with 0.6.8, there were several users in the forum complaining about it.

If you wish @MrConway , i will try to gather their posts and provide them to you.

[MrConway]

14 minutes ago, JG4_sKylon said:

 

Thank you @MrConway for looking into this.

 

I already wrote a longer text in response, but it got lost due to PEBKAC.

So in short:

 

- Nvidia already deinstalled/reinstalled/updated

- Avira was installed on request of WG support in a previous ticket to see if a virus causes my problems

- i sent them a new WGcheck after virus scan was done, only to get the response that maybe Avira causes my problem and request to deinstall it

- Avira is deinstalled

 

Regarding support: 

I don´t expect any support member to be able to solve any software/hardware problem, i know it´s impossible.

And MAYBE there is a problem at my side... though i never had problems with 0.6.10 and before 0.6.8. So, whatever causes this problem is in some kind related to the updates.

 

I worked for several ISP´s in the technical support for business customers and have a little share of knowledge about network problems.

What really bothers me here is that i get the impression that your customer support first goal is to get tickets closed fast, they ask for information and don´t analyze/read/react to it accordingly.

 

It´s really crap to not be able to play the game, your problem being handled in this way by customer support makes it worse significantly.

 

Anyway, thank you again very much for taking the time to deal with this.

 

Edit: Player Methrusax reports the exactly same problem here #57

 

PPS: when this problem occurred the first time with 0.6.8, there were several users in the forum complaining about it.

If you wish @MrConway , i will try to gather their posts and provide them to you.

 

Please do, I'm happy to compile them and send them to our specialist for investigation. 

 

Have you tried a fresh Windows?

[JG4_sKylon]

14 hours ago, MrConway said:

 

Please do, I'm happy to compile them and send them to our specialist for investigation. 

 

Have you tried a fresh Windows?

 

I did not try it because everything else is working fine and i keep my Windows always clean. Okay, to be fully honest, my computer is only working for WoWs, WoWs-forum and youtube. Everything else i do with my laptop.

 

Other players who were affected by the same problem:

RockLeeRocco #9

Cpt_obamor #11

Tekenner #12

walterp1 #16

Tank_TEC #6

faw_41 #23

Yolo_Bohica #1

xxNihilanxx #7 (reporting problems also for division mates)

 

and some others in this thread: 

PS: while searching for other affected players i learned that the problems started with 0.6.7, not 0.6.8.

Yeah, those numbers. Sorry for messing this up.

 

Another one maybe affected by the same problem: 

 

[cherry2blost]

15 hours ago, JG4_sKylon said:

 

I did not try it because everything else is working fine and i keep my Windows always clean. Okay, to be fully honest, my computer is only working for WoWs, WoWs-forum and youtube. Everything else i do with my laptop.

 

Other players who were affected by the same problem:

RockLeeRocco #9

Cpt_obamor #11

Tekenner #12

walterp1 #16

Tank_TEC #6

faw_41 #23

Yolo_Bohica #1

xxNihilanxx #7 (reporting problems also for division mates)

 

and some others in this thread: 

PS: while searching for other affected players i learned that the problems started with 0.6.7, not 0.6.8.

Yeah, those numbers. Sorry for messing this up.

 

Another one maybe affected by the same problem: 

 

 

Hey buddy, here are the very simple steps I take which tends to fix 99% of the issues I have with the game and crashing/ bouncing out.....

 

1) Physically uninstall any and all mods installed for WoWs (Aslains has an uninstall option) - Try game out now......

No fix?

2) Go to WoWs folder and delete "preferences.xml" restart game and see if it is any better....

No fix?

3) Restart PC..... wait until PC has settled down, then launch game launcher....in the launcher, look to the top right, click on "settings"....in settings click on "support"...in support click on "ADD" (to whitelist on firewall) .... then click on "CHECK".... then wait for it to finish.... click "Play"...

No Fix?

4) uninstall game by using uninstall button in windows, THEN go to actual folder and delete the whole folder including the 2 hidden folders...this next bit is important... RESTART PC BEFORE reinstalling the game....

 

My advice and the thing that has always worked for me is to do a clean game install on every third patch... the patching methods used by WG do not seem particularly intelligent and the clean route tends to save a lot of hassles, also watch out for mods, some are quite intensive, turn off any internet accelerators and try not to have too many browser windows open in the background.... If you have access to a VPN based out of Germany or Holland than that is also an excellent way to minimize server kicks....

 

Hope some of this helps !

 

Cherry

[piet11111]

Also with connection issues dont forget to whitelist Wows on your firewall.

[EmilyFara]

Smells a lot like middle management KPI infestation.

"You need to close at least x amount of support tickets in a week. If you reach the goal, you get a bonus. If you don't, you get fired." result : rushed and useless support. But at least the KPI's are good!

[JG4_sKylon]

1 hour ago, cherry2blost said:

 

Hey buddy, here are the very simple steps I take which tends to fix 99% of the issues I have with the game and crashing/ bouncing out.....

 

1) Physically uninstall any and all mods installed for WoWs (Aslains has an uninstall option) - Try game out now......

No fix?

2) Go to WoWs folder and delete "preferences.xml" restart game and see if it is any better....

No fix?

3) Restart PC..... wait until PC has settled down, then launch game launcher....in the launcher, look to the top right, click on "settings"....in settings click on "support"...in support click on "ADD" (to whitelist on firewall) .... then click on "CHECK".... then wait for it to finish.... click "Play"...

No Fix?

4) uninstall game by using uninstall button in windows, THEN go to actual folder and delete the whole folder including the 2 hidden folders...this next bit is important... RESTART PC BEFORE reinstalling the game....

 

My advice and the thing that has always worked for me is to do a clean game install on every third patch... the patching methods used by WG do not seem particularly intelligent and the clean route tends to save a lot of hassles, also watch out for mods, some are quite intensive, turn off any internet accelerators and try not to have too many browser windows open in the background.... If you have access to a VPN based out of Germany or Holland than that is also an excellent way to minimize server kicks....

 

Hope some of this helps !

 

Cherry

 

Thanks Cherry,

 

what are the 2 hidden folders? If i delete the game folder, they should be deleted also i think?

[iJoby]

2 hours ago, cherry2blost said:

My advice and the thing that has always worked for me is to do a clean game install on every third patch

 

@cherry2blost has it right, I uninstall the game, mods, every time before the new update, then install from new. 

[JG4_sKylon]

@iJoby thanks, but actually i have a fresh game installation

[mtm78]

48 minutes ago, iJoby said:

 

@cherry2blost has it right, I uninstall the game, mods, every time before the new update, then install from new. 

 

If I haven't done that in... I guess close to a year now.. does that also mean I could say he has it wrong? 

 

 

 

 

I did have a disconnect last patch, and one CTD. But considering the amount of games I played I don't think that's really bad. I also don't run vanilla client so I'm not able to say for sure if it's surely client related. 

[beercrazy]

I was recently getting ctd and blue screen of deaths when playing wows and thought it was the game but found out it was one of my memory sticks was corrupted and since I changed em everything has been fine

ps I aint saying that's your problem just pointing out what my problem solution was

[MrConway]

19 hours ago, JG4_sKylon said:

 

I did not try it because everything else is working fine and i keep my Windows always clean. Okay, to be fully honest, my computer is only working for WoWs, WoWs-forum and youtube. Everything else i do with my laptop.

 

Other players who were affected by the same problem:

RockLeeRocco #9

Cpt_obamor #11

Tekenner #12

walterp1 #16

Tank_TEC #6

faw_41 #23

Yolo_Bohica #1

xxNihilanxx #7 (reporting problems also for division mates)

 

and some others in this thread: 

PS: while searching for other affected players i learned that the problems started with 0.6.7, not 0.6.8.

Yeah, those numbers. Sorry for messing this up.

 

Another one maybe affected by the same problem: 

 

 

Thanks, I'll get together with our specialist tomorrow and see if there is anything that we can think of.

[hellhound666]

i occasionally also get disconnected - i would say 99,9% of cases in moment when map is supposed to open

[qkarl]

 I also had a connection problem. The problem was the new drivers of the PCIe GBE Family Network Card Controller (Last Update). I installed the old driver and it is fixed.

 

 

[FIow3rPow3r]

I got the same problem saturday. and then yesterday... and that is the coversation with the WG

 

*Edited

 

I totally agree with you  JG4_sKylon they don't even check.

I will no longer do any survey or ticket.

 

 

 

[MrConway]

Unfortunately I was not able to get any further ideas on resolutions from our support team, I can only suggest reopening your tickets again.

 

If there is an issue affecting multiple people, we will need them all to contact us via tickets to be able to collect the data necessary to track down the errors.

 

Apologies for the inconvenience.

[MacFergus]

Don't know really when the tiny minority complain there having problems and the vast majority don't they have to look at there own rigs or internet connections simply expecting WG to fix it when there are so many variations of rigs and software is a big ask.

 

I hope you get it sorted. 

[InsaneLyouS0]

1 hour ago, MacFergus said:

Don't know really when the tiny minority complain there having problems and the vast majority don't they have to look at there own rigs or internet connections simply expecting WG to fix it when there are so many variations of rigs and software is a big ask.

 

I hope you get it sorted. 

 

its not that, every a couple of games il get disconnects i tried to solve it by contacting WG Support team but that didnt work so i stopped caring after so manny games ull get used to it :D  btw i have 20mb/s internet just for my gaming setup so that kind of problems should not be happening 

On 9/26/2017 at 1:25 PM, FIow3rPow3r said:

I got the same problem saturday. and then yesterday... and that is the coversation with the WG

 

*Edited

 

I totally agree with you  JG4_sKylon they don't even check.

I will no longer do any survey or ticket.

 

 

 

Thats the way  to happiness in this game :D