An Example of Poor Customer Service

madwren
madwren Posts: 2,259 Chairperson of the Boards
in MtGPQ General Discussion

An example of poor customer service.

My ticket, submitted yesterday:

“In the recent event, The Dragon War, the max score should have been 540. Despite that, SEVERAL people at the top of the leaderboard scored as high as 572. This is impossible. I do not think this is a widespread case of cheating. I think this is a bug with your points system. Regardless, it's extremely unfair to those of us getting screwed out of rewards because of it. Please fix this.”

Their response, today: 

“Thank you for contacting the D3 Go! Customer Support team.

We apologize for any confusion regarding the timing of the last Dragon War event.

In the future, the Dragon War event will be scheduled with the normal start time of 8:00 PM UTC. Should this change, we will do our best to ensure all of our players will know ahead of time. For the latest news and announcements, visit our forums linked below:

https://forums.d3go.com/categories/mtgpq-news-announcements

We hope that this helps to alleviate any confusion you may have had regarding this issue. If you require further assistance, please do not hesitate to contact us again, and it would be a pleasure to help you.”


Relevance of their response to my ticket: Zero.

I mean, come on, I didn't even allude to a complaint about the start time. That's ridiculous.




Comments

  • Laeuftbeidir
    Laeuftbeidir Posts: 1,841 Chairperson of the Boards
    Weird.. I made extremly well and extremly poor experiences with the CS.
    This could even be funny if it wasn't sad.
  • madwren
    madwren Posts: 2,259 Chairperson of the Boards
    I have had some good interactions with them, but when we're continually told to submit tickets, it would be nice to have faith that they'd actually read them before generating a canned response.
  • madwren
    madwren Posts: 2,259 Chairperson of the Boards
    Thank you, Brigby. I appreciate your stepping in to provide me some actual feedback on the issue.
  • Unknown
    Unknown
    This content has been removed.
  • HarryMason
    HarryMason Posts: 136 Tile Toppler
    Seriously, what is going on behind the scenes? Things are straight falling apart. All we get is 'woopsies!' 
  • FindingHeart8
    FindingHeart8 Posts: 2,731 Chairperson of the Boards
    HarryMason said:
    Seriously, what is going on behind the scenes? Things are straight falling apart. All we get is 'woopsies!' 
    httpcdnebaumsworldcommediaFilespicture182739084604514jpg
  • [Deleted User]
    [Deleted User] Posts: 0 Just Dropped In
    edited September 2018
    I hate how you can only open 1 ticket. Ive got multiple issues but i have to wait 4days to 1 week before i can send the next ticket.... 
  • gogol666
    gogol666 Posts: 316 Mover and Shaker
    Use the web link I posted on the two petitions. You can submit as many tickets as you want and they will be treated as separate tickets on your email
  • [Deleted User]
    [Deleted User] Posts: 0 Just Dropped In
    gogol666 said:
    Use the web link I posted on the two petitions. You can submit as many tickets as you want and they will be treated as separate tickets on your email
    Oh thank you! I did not know this
  • gogol666
    gogol666 Posts: 316 Mover and Shaker
    jimpark said:
    gogol666 said:
    Use the web link I posted on the two petitions. You can submit as many tickets as you want and they will be treated as separate tickets on your email
    Oh thank you! I did not know this
    You're welcome, but I don't understand why the ingame support isn't just a link to that...
  • Brigby
    Brigby ADMINISTRATORS Posts: 7,757 Site Admin
    edited September 2018
    gogol666 said:
    jimpark said:
    gogol666 said:
    Use the web link I posted on the two petitions. You can submit as many tickets as you want and they will be treated as separate tickets on your email
    Oh thank you! I did not know this
    You're welcome, but I don't understand why the ingame support isn't just a link to that...
    If you submit a ticket through the in-game support link, then your ticket will automatically provide our Customer Support team with any account info they'll need to assist you (Account UID, in-game name, OS, etc etc) This minimizes the number of questions you'll need to answer each time a question is submitted.

    Although I will admit that as of right now, Helpshift only allows for one ticket to be submitted at a time, so the benefit of submitting through the web link is being able to keep different issues separate.
  • Laeuftbeidir
    Laeuftbeidir Posts: 1,841 Chairperson of the Boards
    Brigby said:
    gogol666 said:
    jimpark said:
    gogol666 said:
    Use the web link I posted on the two petitions. You can submit as many tickets as you want and they will be treated as separate tickets on your email
    Oh thank you! I did not know this
    You're welcome, but I don't understand why the ingame support isn't just a link to that...
    If you submit a ticket through the in-game support link, then your ticket will automatically provide our Customer Support team with any account info they'll need to assist you (Account UID, in-game name, OS, etc etc) This minimizes the number of questions you'll need to answer each time a question is submitted.

    Although I will admit that as of right now, Helpshift only allows for one ticket to be submitted at a time, so the benefit of submitting through the web link is being able to keep different issues separate.
    Why do they ask for the in-game name and UID in the first message every time?
  • Brigby
    Brigby ADMINISTRATORS Posts: 7,757 Site Admin
    Laeuftbeidir said:
    Why do they ask for the in-game name and UID in the first message every time?
    If you're asking about the automatic reply when you first submit a ticket, I believe as of right now that reply is used for tickets submitted via both mobile and email.

    I agree that could be an area that could be better optimized / improved though, so I'll ask them if there is a way to send a different response, depending on what platform they submitted the ticket from.
  • Sarahschmara
    Sarahschmara Posts: 554 Critical Contributor
    Brigby said:
    Laeuftbeidir said:
    Why do they ask for the in-game name and UID in the first message every time?
    If you're asking about the automatic reply when you first submit a ticket, I believe as of right now that reply is used for tickets submitted via both mobile and email.

    I agree that could be an area that could be better optimized / improved though, so I'll ask them if there is a way to send a different response, depending on what platform they submitted the ticket from.
    Or, instead of sending an automated form letter, perhaps a personal response? If you have a human that is at least familiar with the game itself looking at these things, the system might be a bit less redundant. 
  • Brigby
    Brigby ADMINISTRATORS Posts: 7,757 Site Admin
    Sarahschmara said:
    Brigby said:
    Laeuftbeidir said:
    Why do they ask for the in-game name and UID in the first message every time?
    If you're asking about the automatic reply when you first submit a ticket, I believe as of right now that reply is used for tickets submitted via both mobile and email.

    I agree that could be an area that could be better optimized / improved though, so I'll ask them if there is a way to send a different response, depending on what platform they submitted the ticket from.
    Or, instead of sending an automated form letter, perhaps a personal response? If you have a human that is at least familiar with the game itself looking at these things, the system might be a bit less redundant. 
    There are times when the Customer Support team receives a lot of tickets, particularly when the unfortunate incident of a large bug occurs in-game (this applies to both MPQ and MtGPQ, since they handle tickets for both) Due to this, it's inevitable that they are unable to immediately reply to each ticket the moment they are submitted.

    Since Helpshift utilizes a more chat-style format, we want to avoid any situations where players assume it is a live chat, and construe a lack of an immediate response as our team ignoring them. Due to this, they created an automated reply that serves two purposes:
    • Notifies the player that their ticket has been successfully submitted, and will be addressed as soon as possible.
    • Informs the player that their support ticket is NOT a live chat, despite its appearance.
  • Kinesia
    Kinesia Posts: 1,621 Chairperson of the Boards
    Form letters are an unfortunate necessity for all companies for initial responses.
    They used to annoy me more than they do now.

    The times I've gotten annoyed by customer support is when it feels like I'm getting form letters _after_ the first one!

    But if you tell enough jokes and stuff you can get them to give a real human response.


  • Sarahschmara
    Sarahschmara Posts: 554 Critical Contributor
    On a positive note; I have at least inspired a cat-fact form letter.

    Only half teasing, the last note I received from chat informed me that, while appreciated, it wasn’t necessary to send cat facts every day in order to keep the ticket open and an apology for making it seem as if my messages weren’t being read by humans. 

    I was also assured that, even if my ticket were closed due to unresponsiveness in my part, I only need reply again to re-open. 
  • Laeuftbeidir
    Laeuftbeidir Posts: 1,841 Chairperson of the Boards
    That's only true for email support. In-game support doesn't let you answer a closed ticket.
  • Sarahschmara
    Sarahschmara Posts: 554 Critical Contributor
    Laeuftbeidir said:
    That's only true for email support. In-game support doesn't let you answer a closed ticket.
    Oh? Interesting. 

Categories