Customer Service communication

2

Comments

  • Spoit
    Spoit Posts: 3,441 Chairperson of the Boards
    arktos1971 wrote:
    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.
    Is CS even handled by D3? Or is it demiurge who does it?
  • GothicKratos
    GothicKratos Posts: 1,821 Chairperson of the Boards
    Part of managing a community is helping with it's problems. His job might not be to sit down and look at helpdesk tickets, but it definitely is to make sure they're being handled efficiently/punctiliously.

    Also, through some exchanges I've had with him, they level of disdain and negativity on the forums hasn't gotten to him yet. Yet. icon_lol.gif
  • kensterr
    kensterr Posts: 1,277 Chairperson of the Boards
    The money that D3 earns from the game can easily be used to get a better support ticketing system.
  • Unknown
    Unknown
    extremely bad. we are just talking to a dead horse

    http://www.demiurgestudios.com/

    check their site and the last update is .... oct 14.... communication?
  • Unknown
    Unknown
    Those companies working on Android and mobile apps are just motivated by quick cash (some expect to be bought by bigger companies for billions, or enter the Stock Exchange to get billons too).

    Lots of apps don't make any money, it's just a gamble.

    D3 created a gold mine with MPQ, but instead of thinking of a long term strategy, and make tons of cash in the long run, they were just working on "stats" so as to brag about their success on the Internet.

    Demiurge/D3 were inexistant before MPQ. If they fail with MPQ, they will return to silence.

    Even if they favour noobs now, it is quite unlikely they make wonders with them. Newcomers are not dumber than we are. I doubt they enjoy so much buying **** packs (once bitten, twice shy).

    Current veterans had the best experience of MPQ in the last year, it won't happen again for newcomers.

    Many veterans left the game, and more to come... Not sure that is the best strategy.

    Since they seemed to "test" everything strategywise, they just gamble their future.
  • JamieMadrox
    JamieMadrox Posts: 1,798 Chairperson of the Boards
    arktos1971 wrote:
    Demiurge/D3 were inexistant before MPQ. If they fail with MPQ, they will return to silence.
    Actually D3 has been around for over 20 years and published the first Puzzle Quest game 8 years ago. It was hugely popular and awesome. So good I bought it on 3 platforms so I could always play it no matter where I was.

    Demiurge has been around for over a decade and has worked on games like BioShock, Borderlands, and Mass Effect.

    So while I generally agree that this game has problems, I don't think it's going to make or break either company.
  • Unknown
    Unknown
    arktos1971 wrote:
    Those companies working on Android and mobile apps are just motivated by quick cash (some expect to be bought by bigger companies for billions, or enter the Stock Exchange to get billons too).

    Lots of apps don't make any money, it's just a gamble.

    D3 created a gold mine with MPQ, but instead of thinking of a long term strategy, and make tons of cash in the long run, they were just working on "stats" so as to brag about their success on the Internet.

    Demiurge/D3 were inexistant before MPQ. If they fail with MPQ, they will return to silence.

    Even if they favour noobs now, it is quite unlikely they make wonders with them. Newcomers are not dumber than we are. I doubt they enjoy so much buying **** packs (once bitten, twice shy).

    Current veterans had the best experience of MPQ in the last year, it won't happen again for newcomers.

    Many veterans left the game, and more to come... Not sure that is the best strategy.

    Since they seemed to "test" everything strategywise, they just gamble their future.

    It is totally wrong for any business model. look at angry bird , look at candy crush the most profitable business model is brand creation, which mpq is not there. Do you know what is price earning ratio? Listing stocks and sell shares with a good P/E is much much better than small money from such player base
  • Unknown
    Unknown
    Jamie Madrox wrote:
    arktos1971 wrote:
    Demiurge/D3 were inexistant before MPQ. If they fail with MPQ, they will return to silence.
    Actually D3 has been around for over 20 years and published the first Puzzle Quest game 8 years ago. It was hugely popular and awesome. So good I bought it on 3 platforms so I could always play it no matter where I was.

    Demiurge has been around for over a decade and has worked on games like BioShock, Borderlands, and Mass Effect.

    So while I generally agree that this game has problems, I don't think it's going to make or break either company.

    You're absolutely right. I should have added "inexistant in the Mobile App business". If you look at the list of what they published, it's all on consoles mostly.

    So, could that explain why they are so bad in the Mobile App industry ?
  • Unknown
    Unknown
    benben77 wrote:

    It is totally wrong for any business model. look at angry bird , look at candy crush the most profitable business model is brand creation, which mpq is not there. Do you know what is price earning ratio? Listing stocks and sell shares with a good P/E is much much better than small money from such player base

    Of course.

    But remember Zynga... They were one of the biggest thanks to Facebook support. They collapsed, but couldn't explain why.

    It seems that Clash of Clans is the biggest game now. Never played it so I can't tell why they are so successful.
  • Unknown
    Unknown
    arktos1971 wrote:
    benben77 wrote:

    It is totally wrong for any business model. look at angry bird , look at candy crush the most profitable business model is brand creation, which mpq is not there. Do you know what is price earning ratio? Listing stocks and sell shares with a good P/E is much much better than small money from such player base

    Of course.

    But remember Zynga... They were one of the biggest thanks to Facebook support. They collapsed, but couldn't explain why.

    It seems that Clash of Clans is the biggest game now. Never played it so I can't tell why they are so successful.
    Zynga collapsed because Facebook realized that it had no future being purely a Zynga platform, as constant game spam was alienating users. Smart companies realized that having one addictive game that everyone was playing was more effective than having multiple games that fractured crowds were playing. Further, other companies copied Zynga's model of pirating everything and mostly getting away with it.
  • Unknown
    Unknown
    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?

    Now that the weekend is over (since D3/demiurge doesn't work on weekends or holidays), I sincerely hope David answers my question about how tickets work:

    What happens if someone follows up after 4-5 days of getting no response? Is the ticket put to the back of the line?
  • GothicKratos
    GothicKratos Posts: 1,821 Chairperson of the Boards
    Given how he worded himself, I would assume that is a yes, whether that is stupid or not is another question.
  • Ralph-Wiggum
    Ralph-Wiggum Posts: 175 Tile Toppler
    MikeHock wrote:

    Now that the weekend is over (since D3/demiurge doesn't work on weekends or holidays), I sincerely hope David answers my question about how tickets work:

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

    And I would add: how long should one go without hearing a response before submitting another ticket?

    I'm entering week 3 with no response after the initial email.
  • GothicKratos
    GothicKratos Posts: 1,821 Chairperson of the Boards
    Ralph-Wiggum wrote:
    MikeHock wrote:

    Now that the weekend is over (since D3/demiurge doesn't work on weekends or holidays), I sincerely hope David answers my question about how tickets work:

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

    And I would add: how long should one go without hearing a response before submitting another ticket?

    I'm entering week 3 with no response after the initial email.

    If you haven't even gotten the automated message, I would double check where you sent it and send another one as soon as possible.
  • Ralph-Wiggum
    Ralph-Wiggum Posts: 175 Tile Toppler
    GothicKratos wrote:
    Ralph-Wiggum wrote:
    MikeHock wrote:

    Now that the weekend is over (since D3/demiurge doesn't work on weekends or holidays), I sincerely hope David answers my question about how tickets work:

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

    And I would add: how long should one go without hearing a response before submitting another ticket?

    I'm entering week 3 with no response after the initial email.

    If you haven't even gotten the automated message, I would double check where you sent it and send another one as soon as possible.

    I got the automated message and a response a few days later (on 12/24) saying they were looking into it. I haven't received anything since.
  • Unknown
    Unknown
    GothicKratos wrote:
    Ralph-Wiggum wrote:
    MikeHock wrote:

    Now that the weekend is over (since D3/demiurge doesn't work on weekends or holidays), I sincerely hope David answers my question about how tickets work:

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

    And I would add: how long should one go without hearing a response before submitting another ticket?

    I'm entering week 3 with no response after the initial email.

    If you haven't even gotten the automated message, I would double check where you sent it and send another one as soon as possible.

    Good idea to check to see where the original was sent, but if they did receive it, then why bother to follow up? HiFi said that following up will just put you at the back of the line, which is absurd.
  • Unknown
    Unknown
    Ralph-Wiggum wrote:
    GothicKratos wrote:
    Ralph-Wiggum wrote:
    MikeHock wrote:

    Now that the weekend is over (since D3/demiurge doesn't work on weekends or holidays), I sincerely hope David answers my question about how tickets work:

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

    And I would add: how long should one go without hearing a response before submitting another ticket?

    I'm entering week 3 with no response after the initial email.

    If you haven't even gotten the automated message, I would double check where you sent it and send another one as soon as possible.

    I got the automated message and a response a few days later (on 12/24) saying they were looking into it. I haven't received anything since.

    Wow, that's pretty awful to be waiting so long. I wrote this in another thread where people haven't heard back from D3 after sending in useless tickets:

    Search for these users on this forum and email them direct. Refer them to this thread and explain you've been waiting for 3+ weeks now.

    David [Hi-Fi] Moore
    Demiurge_Kabir
    Demiurge_Miles
    Demiurge_Will

    Post on D3/Demiurges social media sites: Facebook, Twitter and anywhere else. Let everyone on social media see that Demiurge/D3 has failed to address your problem for weeks. You need to light a fire under their behind to get some action or attention to your problem.
  • Unknown
    Unknown
    GothicKratos wrote:
    Given how he worded himself, I would assume that is a yes, whether that is stupid or not is another question.

    I will not assume anything since his post gave an example of someone following up 1 day after sending in a ticket. People are now waiting for 3+ weeks about various issues and haven't heard a damn thing. Is it worth it for these people to send follow up emails or not!? Are these people being tossed to the back of the line? I'd like to know if their customer service system is even more screwed up than we thought.

    I see David posting on this forum today on various other topics. Hopefully he'll get around to viewing this one also and help these people out.... and answer our questions.
  • GothicKratos
    GothicKratos Posts: 1,821 Chairperson of the Boards
    The best people to get a hold of are IceIX and David/HiFi. Give them your ticket number and let him know what's going on.
  • Tredo
    Tredo Posts: 146 Tile Toppler
    Hi-Fi stepped up huge and helped get the situation resolved. I got my covers and a token (actually three) of their appreciation because of the delay. It's still unfortunate that we have to go through the forum to get these issues resolved. But, I'm happy they were able to take care of the problem.

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