Two issues; two weeks with no substantive CS response.

BearVenger

D3 Customer Service:

I've opened issues 17919 and 19916, regarding relatively simple issues. One was a connection drop, the other was the great GSBW/The Hunt server crash that affected a good chunk of users. Since my emails were not responded to, I'm hoping someone on D3 reads this forum.

On issue 17919, I contacted you by email on April 15. I got an immediate response to provide my OS info and device (which is autopasted in all my D3 mails and my phone's email signature). I immediately did. Since then, and despite two follow-up emails from me, I have not heard from you.

On issue 19916, I contacted you by mail on April 23, and tried to provide as much detail as possible in my initial letter. Your CS staff thanked me on April 27 and said "as soon as we have more information," they would get back to me. Since then, IceIX has commented the same day on the issue(saying the server crash was unrelated to the R51 patch), and I have sent two follow-up emails asking for an update. I have not heard from you.

I work in a institutional software company, including a few years in customer service. We would not tolerate 48 hours without replying to a customer, much less 26 days since a customer contacted us.

I understand one complaint is small potatoes and another is a bigger issue that affected a good number of the playerbase. One may not be worth doing anything about, while the other would involve setting a tricky precedent if servers drop in the future. Still, it gives a frustrating appearance that anything not involving profitable transactions means nothing to you and is worth ignoring.

BearVenger

So, since I've got time to kill with this server drop/misconnect, I might as well follow up on drops/misconnects past.

Who else has CS issues that have been ignored by d3 with no follow-up?

I don't expect much when the issue is out of d3's hands, but I would like acknowledgement of my requests and some statement and explanation of decision when one is made. Six weeks with no response is pretty contemptuous to the customer.

Since my ticket, there's been at least two widespread server issues (May 16 and today) that have messed with people's ability to progress in events and have eaten the HP spent on shields. It would be wise for d3 to have some policy in place to announce and make good to the customer base when these happen, as this looks like a trend.

Unknown

Is the "Great Void" One-Billion Light Years Across the Imprint of Another Universe or a Statistical Error?

Unknown

I've had a ticket open regarding a billing issue for 6 days with no response. I got charged for hp but never actually got any. It's getting really frustrating, especially since I work in retail cs and would be ripped a new one if I did something like this to a customer.

Is the "Great Void" One-Billion Light Years Across the Imprint of Another Universe or a Statistical Error?

What?

Unknown

BearVenger wrote:

D3 Customer Service:

I've opened issues 17919 and 19916, regarding relatively simple issues. One was a connection drop, the other was the great GSBW/The Hunt server crash that affected a good chunk of users. Since my emails were not responded to, I'm hoping someone on D3 reads this forum.

On issue 17919, I contacted you by email on April 15. I got an immediate response to provide my OS info and device (which is autopasted in all my D3 mails and my phone's email signature). I immediately did. Since then, and despite two follow-up emails from me, I have not heard from you.

On issue 19916, I contacted you by mail on April 23, and tried to provide as much detail as possible in my initial letter. Your CS staff thanked me on April 27 and said "as soon as we have more information," they would get back to me. Since then, IceIX has commented the same day on the issue(saying the server crash was unrelated to the R51 patch), and I have sent two follow-up emails asking for an update. I have not heard from you.

I work in a institutional software company, including a few years in customer service. We would not tolerate 48 hours without replying to a customer, much less 26 days since a customer contacted us.

I understand one complaint is small potatoes and another is a bigger issue that affected a good number of the playerbase. One may not be worth doing anything about, while the other would involve setting a tricky precedent if servers drop in the future. Still, it gives a frustrating appearance that anything not involving profitable transactions means nothing to you and is worth ignoring.

26 days ! I think most would agree that is pathetic and totally unacceptable. My experience with D3's "customer service/support" has been god awful also.

My suggestion to anyone that has spent money and can't get the help they need is to contact the ITunes store or Google Play and file a claim, asking for a refund. You have done your part reaching out to D3.

If you haven't spent any money, I would suggest sending daily emails to D3 (or email every few days if you can't be bothered to do that). I had to send several emails and wait about 7 weeks before I got my first issue resolved. I submitted a ticket in mid-November, 2013 and it was finally resolved in January of 2014. I've also had to wait about 40-50 days to receive token rewards back when they were screwing that up. I doubt I would have gotten them if I didn't send a plethora of emails and follow ups. Hit up their Twitter and Facebook and express your frustration and unhappiness.

This is the norm. Their service sucks and they don't care about you. You have to be loud.