Rewards for High Stakes Not given, Customer Service AWFUL

Unknown

I would like to say, I am a newer player and have thrown a little cash for HP.
I like the game and the forum, but the customer service is awful.
I reported a ticket like I was asked Friday morning, only to be given responses of wait 48 hours.
I waited, then followed up only to be told...Yeah, this is an issue...we'll let you know...so I followed up AGAIN.
Absolutely no communication other than form emails and basically yeah, wait and see buddy.
How do you call this customer services when there was a bug and I the customer, not to mention a new paying customer, am the one that needs to pay the price ?
I even tried calling the support phone number, what a joke. Just a message saying to email the team.

David [Hi-Fi] Moore

Hi Tav,

Sorry to hear of your frustration. Customer Service is open Mon-Fri so, unfortunately, you won't see progress on your ticket over the weekend. CS will happily assist you getting any missing rewards sorted out, but will need to have the problem investigated and verified. Tickets are taken in the order received, so it may take another few days.

Please keep me posted (with a private message) if you haven't seen any resolution in another few days.

Thanks very much for your patience!

Unknown

Hello David,

I will do as you requested and am aware of the companies hours. I think that the department should be held accountable though for its actions or inaction as is every other industry in a public fashion.
I will follow up with you privately in a few days if there has not been a resolution, thank you for taking an interest in my case.

Vankysher

I'm just going to hijack this thread as I just had two issues "resolved" by customer service and I am extremely unimpressed.

On the one hand while I have done and still perform similar work, I understand the challenges of providing such service; while on the other, there are things a customer really should not care about.

Follow up communication is abysmal - frankly non-existent based on my first interaction. While my ticket was submitted at the beginning of the new year and staffing would have been low due to the holiday season, not sending any communication for close to one calendar month is unprofessional. Even a general email blast to customers with outstanding tickets over X number of days would simply letting them know they haven't been forgotten would have been helpful. As a customer for a game service that runs 365 days a year, I shouldn't really care about staffing levels and other business-side matters unrelated to my use of their product/service. While I sometimes do not mind following up with a company - the real question is why should I? I paid real money for their product/services and can just as easily take my business elsewhere.

Non-ownership of issues is the next thing that I find appalling. The company can apologize for mistakes, bugs, etc. that directly impact their customers but at the same time claiming the impact was minimal is tone-deaf at best and disingenuous at the worst. This game for better or worse has been designed to be competitive and the digital goods they provide feed into that model. Cheaters get sandboxed and whatever consequences D3 deems fit in terms of their game service. When it comes to things unbalancing the playing field that D3/Demiurge have introduced, well they are working on those things and/or it is a mere inconvenience - a trifling. Forum-ites may be an extremely small population of the player population but these things are a big deal because the game service is, in its current incarnation, competitive by design. The amount of time and money invested into this game by the hardcore, therefore, elicits what is seen to be a disproportional response since "it's just a game." Any time a dismissive attitude, even when misperceived due to wording, is given to a customer that has invested heavily into a product, don't be surprised when they decide to flame or trash your company.

Alright, I'm done venting.