Customer Service communication

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Comments

  • Unknown
    Unknown
    Glad the issue was answered and resolved, but big questions remain about their ticket system and how they perform "customer service".

    I'm just going to instruct people to email the forum mods direct.
  • Ralph-Wiggum
    Ralph-Wiggum Posts: 175 Tile Toppler
    Ok, I've PMed David Moore. Not quite sure how the PM system works since it just shows the PM in my outbox and not in my "sent messages" box. Does that just mean it hasn't been read yet or am I failing at PMing?
  • David [Hi-Fi] Moore
    David [Hi-Fi] Moore Posts: 2,872 Site Admin
    MikeHock wrote:
    What happens if someone follows up after 4-5 days of getting no response? Is the ticket put to the back of the line?

    Yes and no. It isn't as cut and dry as you are assuming. There is still a record of when the ticket first came in and CS will do sweeps to check on older tickets that are awaiting resolution.
    There are many different types of issues that require different responses. So some can be taken care of very quickly, others need thorough investigation by the developers and can take longer.

    Unfortunately, due to a few factors happening at the same time - less staff on over the holidays and a new hire coming on the job - a backlog built up of tickets that are awaiting investigation by the developers. Demiurge is working through those tickets as quickly as they can.
    MikeHock wrote:
    I'm just going to instruct people to email the forum mods direct.

    That won't help. The mods will simply message me and I'll need to message that player back, etc. adding more delay. People who have been waiting a longer than normal time can message me directly and I'll look into it.
    kensterr wrote:
    The money that D3 earns from the game can easily be used to get a better support ticketing system.

    We use a well-known and fairly robust ticket system called Zendesk. The system is used by a number of other game publishers/developers. Every system has its quirks though and we are always looking into improving where we can.

    Waiting too long to have your issues fixed is no fun at all. We apologize for the delays with Customer Service some have experienced through the holiday season. We're working on a few time and staff upgrades behind-the-scenes which we hope will prevent long delays in the future!
  • avs962
    avs962 Posts: 319 Mover and Shaker
    Ralph-Wiggum wrote:
    Ok, I've PMed David Moore. Not quite sure how the PM system works since it just shows the PM in my outbox and not in my "sent messages" box. Does that just mean it hasn't been read yet or am I failing at PMing?

    I think it stays in your outbox until the recipient next signs on.
  • Dayv
    Dayv Posts: 4,449 Chairperson of the Boards
    avs962 wrote:
    Ralph-Wiggum wrote:
    Ok, I've PMed David Moore. Not quite sure how the PM system works since it just shows the PM in my outbox and not in my "sent messages" box. Does that just mean it hasn't been read yet or am I failing at PMing?

    I think it stays in your outbox until the recipient next signs on.
    Not just until they sign on, but until they read the message. (I think.)
  • GothicKratos
    GothicKratos Posts: 1,821 Chairperson of the Boards
    DayvBang wrote:
    Ralph-Wiggum wrote:
    Ok, I've PMed David Moore. Not quite sure how the PM system works since it just shows the PM in my outbox and not in my "sent messages" box. Does that just mean it hasn't been read yet or am I failing at PMing?
    Not just until they sign on, but until they read the message. (I think.)

    This is correct.

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