Customer Support Improvement

Unknown

The save file vanished on my PC last Friday and MPQ decided to overwrite my Steam Cloud save with a new game save file destroying my progress. So, that happened last Friday 11/04/14. I sent an e-mail an hour or so after it had happened. I was supposed to receive a reply from customer support within 48 hours. Surprisingly, I got a response within 24 hours and they requested me to send the PlayerID that is generated when you click the support button from start screen of the game. I replied accordingly and I haven't heard since. It's like I'm waiting for nothing. I was ecstatic to hear that customer support was able to give me my save back and that all I needed was my PlayerID. If I received a reply within 24 hours, I'm guessing my issue isn't as bad or complicated as others because I've heard from others that they've waited longer than I have. It's just a friggin' save file, why has it taken this long? A lot of you guys here know how important playing every day is for events and for the alliance, so I bet you understand my frustration.

Now, for my suggestion and feedback. First off, I wish that the sticky in the Bugs and Technical Issues sticky mentioned to include the PlayerID. Better yet, include all information found in the support request template from the in-game button. Another suggestion would be to set up a call center instead of an email support as I believe that would yield faster results (I know it's more expensive than email support and MPQ is just a small game compared to the big dogs of the industry. But a guy could hope). If you're going to stick with email support, then I would suggest for your employees to notify us 48 hours after the last response to give us an update (whether the issue has been resolved or not). An estimated time of resolution would also be great or a deadline for them to fix our issues, also while you're at it, an apology for delays are also welcome. These tiny little things would improve customer satisfaction.