Customer Service communication

Tredo

After the last season, my red Th4r and purple Mystique covers magically disappeared after the game crashed. I lost a bunch of iso and some HP that I had gained, as well. I put in a ticket on Monday. I sent a follow-up message to see if I could get a status update on the request today (Friday).

Am I right to be miffed by their response?

"Hello D3P Customer,

Thank you for contacting D3P Customer Support.

We understand your frustration and the effect the holidays had on our processing time. We have already escalated your ticket for review by the developers, and now await their word. When you write in before we have responded, it sends your ticket to the bottom of the queue, and it takes that much longer to address you issue, as you have put your ticket 'last in line'.
The wait time will be addressed along with your initial issue, and we ask that you wait for our word, and rest assured; as soon as we have it-you will have it.
If you require further assistance, please do not hesitate to contact us again and it will be a pleasure to help you.

Best Regards,

D3Publisher Customer Support Team (AJG)"

Sooooooo, by requesting information, I moved my request down the line?

I work on a Customer Service management team. If any of my agents implied that one of our customers was wrong for checking on something that has taken a week to resolve, we would have a serious discussion about what customer service means.

The final line is priceless: "If you require further assistance, please do not hesitate to contact us again and it will be a pleasure to help you." Their previous statements implied that I am only hurting my chances at speedy resolution by sending an email. But, it will be a pleasure to mildly reprimand you and move your ticket to the bottom of the line if you would like to reach out again. Yikes.

JamieMadrox

PM IceIX, David HiFI Moore, and Demiurge Wil to get the ball rolling faster on this.

Tredo

Jamie Madrox wrote:

PM IceIX, David HiFI Moore, and Demiurge Wil to get the ball rolling faster on this.

Thank you, Mr. Madrox, for descending from On High to reply to such a whiny post. I'll see what they can do. Mostly, I wanted to give the rest of the forumites a PSA about replying to a customer support request email. Apparently, it's not a good idea.

IlDuderino

Jamie Madrox wrote:

PM IceIX, David HiFI Moore, and Demiurge Wil to get the ball rolling faster on this.

The Legend Continues ...

In next week's edition, Jamie helps an old lady cross the road, feeds and clothes a homeless man, solves the controversy surrounding shield cool downs and brings about world peace

Tredo

IlDuderino wrote:

Jamie Madrox wrote:

PM IceIX, David HiFI Moore, and Demiurge Wil to get the ball rolling faster on this.

The Legend Continues ...

In next week's edition, Jamie helps an old lady cross the road, feeds and clothes a homeless man, solves the controversy surrounding shield cool downs and brings about world peace

He even has the power to make completely unrelated threads about him...

IlDuderino

I couldn't help it ... What a guy

Hope they fix your problem soon - to downgrade the priority of your query for chasing is at best odd and shows a lack of respect for those with major and legitimate concerns like you who want and deserve a quick answer

Unknown

Tredo wrote:

After the last season, my red Th4r and purple Mystique covers magically disappeared after the game crashed. I lost a bunch of iso and some HP that I had gained, as well. I put in a ticket on Monday. I sent a follow-up message to see if I could get a status update on the request today (Friday).

Am I right to be miffed by their response?

"Hello D3P Customer,

Thank you for contacting D3P Customer Support.

We understand your frustration and the effect the holidays had on our processing time. We have already escalated your ticket for review by the developers, and now await their word. When you write in before we have responded, it sends your ticket to the bottom of the queue, and it takes that much longer to address you issue, as you have put your ticket 'last in line'.
The wait time will be addressed along with your initial issue, and we ask that you wait for our word, and rest assured; as soon as we have it-you will have it.
If you require further assistance, please do not hesitate to contact us again and it will be a pleasure to help you.

Best Regards,

D3Publisher Customer Support Team (AJG)"

Sooooooo, by requesting information, I moved my request down the line?

I work on a Customer Service management team. If any of my agents implied that one of our customers was wrong for checking on something that has taken a week to resolve, we would have a serious discussion about what customer service means.

The final line is priceless: "If you require further assistance, please do not hesitate to contact us again and it will be a pleasure to help you." Their previous statements implied that I am only hurting my chances at speedy resolution by sending an email. But, it will be a pleasure to mildly reprimand you and move your ticket to the bottom of the line if you would like to reach out again. Yikes.

That is disgusting and is the opposite of customer service.

Contact us, but know that you'll be put at the end of the line if you do contact us again about the problem that we caused

Pathetic. There is no excuse for this garbage.

Unknown

Jamie Madrox wrote:

PM IceIX, David HiFI Moore, and Demiurge Wil to get the ball rolling faster on this.

Rhetorical, but why should that even be necessary??

If that's the action we need to take to get problems looked at after a week (or more), then we should just forget sending in **** Tickets.... especially if your follow ups put you at the back of the line.

Tredo

Hi-Fi responded and said it's basically a limitation of the software they are using to queue their requests. Is this something that could be added to the ticket submission process? Everyone should know that following up on a ticket does more harm than good.

If only there were a helpful mod around when you need him...

Dayv, I summon thee! Pax Romana, ho!

David [Hi-Fi] Moore

Hello Tredo,

Thanks for the post. What the Customer Service agents mean specifically is that responding again to a ticket before CS has asked for or provided additional info sends the ticket back down to the bottom of the queue and can delay the resolution of your issue.

Or to explain it another way:
Say, you put in a ticket on Jan 1st.
Later that day or on Jan. 2nd, you still haven't heard back from CS so you ask again about the ticket before CS has responded.
This resets your place in the queue and sends your ticket back down to the bottom, joining the most recent requests - delaying first response times (which are currently 24 to 72 hours - and in some cases were delayed beyond that over the holidays).

When CS responds to a ticket and begins working on the issue - the normal back-and-forth (request and response) between CS and the player does not reset or delay the ticket.

We'd like to improve how the system works in the future (and we've experimented with some different options which didn't provide improvement), but right now that is one of the limitations of the program. Hope this info helped. Thanks for your patience and understanding.

esoxnepa

<edit: I see you got an official response, that didn't show up on my system until after I posted this. I leave what I typed below>

Did they tell you after you first opened the ticket that the issue was being passed to the development team to investigate? Or did you just get the boilerplate response.

If they informed you it was going to the development team, then you should have given them a solid 5-7 business days, after the holiday, before requesting an update. They still have bugs like the leader boards disappearing, so while your covers matter, they are a lower priority to the company.

If they gave you the standard boilerplate response, then it was fair you asked for an update.

There response looks like it was a very poorly written way to say something along the lines of "our automatic ticket system ZENDESK puts tickets with a new entry at the end of the processing queue, etc."

So, just in my opinion, you deserve to be annoyed at the manor the information was communicated to you, but happy that they are still looking at your ticket.

I know that probably doesn't make you feel much better, but that is how I am reading what you received. If they were really annoyed with you, they would not respond, and just dump the ticket in a closed state.

Unknown

"David wrote:

Moore"]Hello Tredo,

Thanks for the post. What the Customer Service agents mean specifically is that responding again to a ticket before CS has asked for or provided additional info sends the ticket back down to the bottom of the queue and can delay the resolution of your issue.

Or to explain it another way:
Say, you put in a ticket on Jan 1st.
Later that day or on Jan. 2nd, you still haven't heard back from CS so you ask again about the ticket before CS has responded.
This resets your place in the queue and sends your ticket back down to the bottom, joining the most recent requests - delaying first response times (which are currently 24 to 72 hours - and in some cases were delayed beyond that over the holidays).

When CS responds to a ticket and begins working on the issue - the normal back-and-forth (request and response) between CS and the player does not reset or delay the ticket.

We'd like to improve how the system works in the future (and we've experimented with some different options which didn't provide improvement), but right now that is one of the limitations of the program. Hope this info helped. Thanks for your patience and understanding.

".....responding again to a ticket before CS has asked for or provided additional info sends the ticket back down to the bottom of the queue and can delay the resolution of your issue."

The OP appears to have been waiting for 4-5 days for D3 to respond, not a single day like in your imaginary scenario above.

What happens if someone follows up after 4-5 days of getting no response? Is the ticket put to the back of the line?

JamieMadrox

My company uses an open source ticketing system that doesn't do this. If you respond to the automated message you get on ticket creation it just appends your response to the original ticket and that ticket stays where it was in the queue.

killerkoala

MikeHock wrote:

"David wrote:

Moore"]Hello Tredo,

Thanks for the post. What the Customer Service agents mean specifically is that responding again to a ticket before CS has asked for or provided additional info sends the ticket back down to the bottom of the queue and can delay the resolution of your issue.

Or to explain it another way:
Say, you put in a ticket on Jan 1st.
Later that day or on Jan. 2nd, you still haven't heard back from CS so you ask again about the ticket before CS has responded.
This resets your place in the queue and sends your ticket back down to the bottom, joining the most recent requests - delaying first response times (which are currently 24 to 72 hours - and in some cases were delayed beyond that over the holidays).

When CS responds to a ticket and begins working on the issue - the normal back-and-forth (request and response) between CS and the player does not reset or delay the ticket.

We'd like to improve how the system works in the future (and we've experimented with some different options which didn't provide improvement), but right now that is one of the limitations of the program. Hope this info helped. Thanks for your patience and understanding.

".....responding again to a ticket before CS has asked for or provided additional info sends the ticket back down to the bottom of the queue and can delay the resolution of your issue."

The OP appears to have been waiting for 4-5 days for D3 to respond, not a single day like in your imaginary scenario above.

What happens if someone follows up after 4-5 days of getting no response? Is the ticket put to the back of the line?

wow, i made a customer service request dec 19th, 2014. got 3 of those "looking into it" (12/24, 12/26, 12/31) and have yet to anything done. i was waiting patiently cause it was hoildays, now i feel like slacker for not complaining more.

Xeonic-Ice

A member of my alliance had the issue where his patch couldn't be leveled due to the bug of negative iso when leveling. He put in a ticket over a month ago, they told him to delete his patch so they could award him the proper covers, then radio silence.

He has been without a mostly covered patch for a month. Sounds like he might have hit the same situation where he went to the bottom of the pile.

Absolutely no excuse for that kind of customer support. Whether or not he's a paying customer doesn't matter in the slightest. Free players are just as valuable so they shouldn't be treated like dirt because you have terrible software.

Ralph-Wiggum

killerkoala wrote:

MikeHock wrote:

"David wrote:

Moore"]Hello Tredo,

Thanks for the post. What the Customer Service agents mean specifically is that responding again to a ticket before CS has asked for or provided additional info sends the ticket back down to the bottom of the queue and can delay the resolution of your issue.

Or to explain it another way:
Say, you put in a ticket on Jan 1st.
Later that day or on Jan. 2nd, you still haven't heard back from CS so you ask again about the ticket before CS has responded.
This resets your place in the queue and sends your ticket back down to the bottom, joining the most recent requests - delaying first response times (which are currently 24 to 72 hours - and in some cases were delayed beyond that over the holidays).

When CS responds to a ticket and begins working on the issue - the normal back-and-forth (request and response) between CS and the player does not reset or delay the ticket.

We'd like to improve how the system works in the future (and we've experimented with some different options which didn't provide improvement), but right now that is one of the limitations of the program. Hope this info helped. Thanks for your patience and understanding.

".....responding again to a ticket before CS has asked for or provided additional info sends the ticket back down to the bottom of the queue and can delay the resolution of your issue."

The OP appears to have been waiting for 4-5 days for D3 to respond, not a single day like in your imaginary scenario above.

What happens if someone follows up after 4-5 days of getting no response? Is the ticket put to the back of the line?

wow, i made a customer service request dec 19th, 2014. got 3 of those "looking into it" (12/24, 12/26, 12/31) and have yet to anything done. i was waiting patiently cause it was hoildays, now i feel like slacker for not complaining more.

I'm in the same boat. Put in a ticket around the holidays and heard back from CS that I would receive an update within 24 - 72 hours. I'm still waiting for that update. Of course, if it takes this long I don't want to put in another ticket and drop me to the back of the queue. But maybe my ticket is in limbo somewhere?

Unknown

Same here.

I accidentally sold my Elektra cover. I sent a ticket, never got a response except :

1) We have received your request.

2) We are not forgetting your request.

Another slap in the face since I am a paying customer with no customer service whatsoever.

One day I'll take the time to address all these problems to the French fraud authorities. They won't be laughing...

Purty_Hawkeye

arktos1971 wrote:

Same here.

I accidentally sold my Elektra cover. I sent a ticket, never got a response except :

1) We have received your request.

2) We are not forgetting your request.

Another slap in the face since I am a paying customer with no customer service whatsoever.

One day I'll take the time to address all these problems to the French fraud authorities. They won't be laughing...

Yeah but I'm laughing. At you. Didn't you quit?

Unknown

It's pretty obvious that D3/demiurges customer service sucks.

If I see anyone on these forums asking for help and not receiving a respose, I'll just refer them to the devs that post on this forum since the ticket is as screwed up and system penalizes you for following up.

GothicKratos

MikeHock wrote:

If I see anyone on these forums asking for help and not receiving a respose, I'll just refer them to the devs that post on this forum since the ticket is as screwed up and system penalizes you for following up.

That's what we've been doing since pretty much day one of HiFi being hired (and before that it was IceIX).

Unknown

Thing is, to each his job.

David is not a member of the CS.

I'm not sure he is so overjoyed anymore being a Community Manager for MPQ and D3.