POLL: Customer Support experience

gruntface

In the past few days there has been an increase in the mentions of customer support as a viable way to solve problems. Whilst utilizing an effective Customer Support model would be welcome news, I am forced to question whether the MTGPQ support service is equipped to handle any of the problems that occur.

Perhaps my experiences have been unusually poor so let's throw it open to the community to comment. If customer support is being proposed as a solution to some problems, we should have confidence that it's viable and not infuriating.

Amadeus

I have only opened one ticket, it took about 3 weeks to resolve. would like to have seen faster results and to have not needed to submitted my user name and UID number 3 different times.

zaann85

http://imgur.com/E2Dtu0N

This last time, they want me to solve the Davinci Code to get my duplicate rare. They didnt respond for two months and closed my ticket. I responded and they sent me that. It's literally not worth the hassle at this point for the duplicate rare. So dissapointed with this game as of late.

bk1234

zaann85 wrote:

http://imgur.com/E2Dtu0N

This last time, they want me to solve the Davinci Code to get my duplicate rare. They didnt respond for two months and closed my ticket. I responded and they sent me that. It's literally not worth the hassle at this point for the duplicate rare. So dissapointed with this game as of late.

Ditto.

LakeStone

Hi Everyone -

Thank you for letting us know. There are times where support has an influx of tickets that they receive during busy periods and response times may take more than the communicated 24 - 72 hours. We have recently increased staff to help respond to tickets faster and we hope your experience improves when working with support. If for some reason, if it is taking our support team much longer than 72 hours, please let one of our admins know with your player name and ticket number and we can help escalate the ticket with support. Please note that some cases may take longer to solve based on the issue as it may be a bug or require further review from the development team.

AngelForge

The biggest issue for me so far was, that I got asked for things that I've already included in my ticket in the first place.
It felt like, no one checked the history of that mail conversation. Very annoying...

Eglyntine

AngelForge wrote:

The biggest issue for me so far was, that I got asked for things that I've already included in my ticket in the first place.
It felt like, no one checked the history of that mail conversation. Very annoying...

They do it every time. I always fill out the form in detail with screenshots just for them to come in with their first response as, "Can you give us all of the information you already gave us in the beginning so that we can delay fixing your problem?" Why have a form at all if you aren't even going to look at the information?

shteev

I just got my 60 crystals back for misclicking on TOTP.

It took them a week or so, but at least it happened.

6 days ago, they sent me this reply:

Customer support wrote:

Until we have a fix released, we will place your ticket on hold in our queue and will contact you very soon with updates on the situation.

I can confirm today that no patch has in fact been released which requires confirmation for an expenditure of crystals, so that's just another case of customer support lying to us. Although I imagine someone will try and defend them by saying that 'released' just means 'made available for release at the next major update'.

squark73

I've opened 3 tickets in my time and the last one I was so frustrated I got the money back from my credit card and then wrote a scathing response letter back. You know what happened. These guys actually responded. And trust me it was not to kind. I'm trying to figure out why I still have this game on my phone...... oh yeah I like mTG thats the only reason.

shteev

squark73 wrote:

I've opened 3 tickets in my time and the last one I was so frustrated I got the money back from my credit card and then wrote a scathing response letter back. You know what happened. These guys actually responded. And trust me it was not to kind. I'm trying to figure out why I still have this game on my phone...... oh yeah I like mTG thats the only reason.

They were mean to you? Post your replies here! Always good to get these things out in public.

Fiddler

I currently have a ticket in support from March 20th. It is a simple matter, my color mastery points in my profile are each exactly 500 points of where they should be. This did not matter to me when the cap for color mastery was 1000 points and I was easily above that. But now that the cap was raised to 2500 I want my profile to show the correct numbers.

The ticket was escalated and the response yesterday was that the developers could not reproduce the issue. So today I provided images of the calculated points and the profile points.

What do you think my chances of getting this corrected are?

babar3355

Fiddler wrote:

I currently have a ticket in support from March 20th. It is a simple matter, my color mastery points in my profile are each exactly 500 points of where they should be. This did not matter to me when the cap for color mastery was 1000 points and I was easily above that. But now that the cap was raised to 2500 I want my profile to show the correct numbers.

The ticket was escalated and the response yesterday was that the developers could not reproduce the issue. So today I provided images of the calculated points and the profile points.

What do you think my chances of getting this corrected are?

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gruntface

Fiddler wrote:

I currently have a ticket in support from March 20th. It is a simple matter, my color mastery points in my profile are each exactly 500 points of where they should be. This did not matter to me when the cap for color mastery was 1000 points and I was easily above that. But now that the cap was raised to 2500 I want my profile to show the correct numbers.

The ticket was escalated and the response yesterday was that the developers could not reproduce the issue. So today I provided images of the calculated points and the profile points.

What do you think my chances of getting this corrected are?

Anywhere from zero to LOL