How to Craft a Better Complaint

JamieMadrox

I see a lot of complaining on here. It's the primary reason I don't post much. Reading all of the complaining really makes me not want to participate in ANY discussion on here. Like I'm just feeding a hate fueled beast and I'm too old for that ****. That said, everyone is entitled to their opinion and everyone deserves to be heard. They also deserve to be taken seriously when they have valid complaints and concerns.

Unfortunately most of the complaints I read on here sound like a middle school bully blaming his victim for his own problems. It's a well known fact in the support world that arguments that sound like they came from petulant children screaming at their parents because they bought them the wrong $500 toy tend to get backburnered indefinitely. so here is how you can speak up AND be heard.

1. Don't complain in a medium that CS monitors only occasionally. - Like this forum. Instead, submit your complaint directly to them using their own Submit a request page and be sure to choose the appropriate "Category". You'll also immediately get an email back with a ticket number that you can reference in future dealings concerning the same topic.
2. Make your subject clear and concise - Your subject should summarize the overall subject of your complaint.
3. Don't complain about unrelated issues in a single letter. - If you have multiple issues and they are not directly related to each other, then create a different letter for each. This makes it easier for CS to both file and address your issues
4. K.I.S.S. - Keep It Simple, Stupid. Don't over-complicate your issue and/or include a lot of unneeded and unrelated information. The shorter and easier to read the complaint is, the easier it will be for CS to address it.
5. Provide as much pertinent information as possible. - When did the issue occur? What were you doing when it happened? Was it the first time it happened? Can you replicate the issue? What platform are you playing on? What OS and version? What is your username?
6. Don't be a ****. - "You catch more flies with honey." While scientifically inaccurate, (vinegar is great for catching all sorts of bugs) the sentiment is correct. Rude and aggressive complaints tend to be answered last and with less thoroughness. Thinking that they will be helping someone that will be genuinely appreciative makes CS do a better job of helping.
7. Tell them what you want. - Make sure they know exactly what you expect to get from them for a satisfactory resolution. If you just want the bug fixed, say that. If you want compensation, be reasonable. A glitch that cost you a match is only really worth the 50 HP that it costs for a Health Pack. Not the top tier progression/placement rewards that you were unlikely to get anyways.
8. Power in numbers. - If you know of other players that have had the same issue, get them to send their own complaints. (This is where the forums help) A single user issue is easier to dismiss that one that is impacting a significant portion of their user base. Yes, the forums represent a small percentage of the overall players, but that also means that if 10% of people here are having an issue, 10% of people globally are having the same issue.

I can't guarantee that every issue that you have will be resolved to your satisfaction, or at all, but I can guarantee that your complaints will be looked at in a better light and taken more seriously. Trust me. I've worked in support/service for nearly two decades and this is all well known and documented in the industry.

Now; happy hunting.

Unknown

Sure, and the CS will answer you with a very polite and kind canned answer.

Your advice would be awesome in a world where MPQ's CS would be respectful of the customers.

This is absolutely non judgmental, rather amicable : you are naive in this matter. And we are all thinking that they will listen to us.

Now, I would like to stress something out from what you said : customers complain the way they feel like to do it : with their education, background, personality... No matter how they complain, that's not the most important thing. What is important is : understand there is a massive and general complaint, try to read between the lines, ease the stress and frustation of your customers and talk to them. Moreover, try to understand what you are doing SO wrong that your customers fill a forum with thousands of negative posts.

You'll see, they will stop complaining.

Unknown

Dear Customer Service of D3

I am going to be as polite as i possibly can with this god damn **** complaint. I have been playing your "great" game for 4 months now and i hate it. I don't know why i hate it so much but i do. Everything about the game is **** stupid, and yet i continue to play. How dare you make me play your game when i hate it. Who the hell do you think you are?

I spend $20 a day on this **** assed game, but no more. from now on i will only spend $10 a day until you fix all the problems. I have 12 141's and now i have to fight against other 141's??? Seriously does that make sense? No it does not. I should be fighting unmaxed 1*s all the time. Maybe sometimes throw in 2*s if i get too high. I shouldn't have to struggle in PVE either. I should be able to play each sub an hour before the end and that should guarantee me victory against everyone that spends hours grinding like losers.

I am also sick of facing OBW in every single PVP match i play. It makes using my own OBW boring. I am sick of you nerfing my favourite **** characters. Each time you do that i have to spend hundreds of dollars buying covers for my next favourite. Which then leads me to only been able to buy 2 Asgard Treasures a week.

You are going to lose me as a customer very very soon, sometime in the next 6 months if you don't fix your game. I will continue to spend money on it everyday however just to prove a point. So you can suck on that.

In closing, this is the worst mobile game i have ever played. But i shall continue to stress myself out playing it until you see sense.

Thanks for nothing. Shitheads.

Unknown

Bubububut the devs told me they read every single post on this forum. Are you saying that CS are better than devs? Or are you calling the devs liars?

MajinDavid

TheUnwiseOne wrote:

Dear Customer Service of D3

I am going to be as polite as i possibly can with this god damn tinykitty complaint. I have been playing your "great" game for 4 months now and i hate it. I don't know why i hate it so much but i do. Everything about the game is tinykitty stupid, and yet i continue to play. How dare you make me play your game when i hate it. Who the hell do you think you are?

I spend $20 a day on this tinykitty assed game, but no more. from now on i will only spend $10 a day until you fix all the problems. I have 12 141's and now i have to fight against other 141's??? Seriously does that make sense? No it does not. I should be fighting unmaxed 1*s all the time. Maybe sometimes throw in 2*s if i get too high. I shouldn't have to struggle in PVE either. I should be able to play each sub an hour before the end and that should guarantee me victory against everyone that spends hours grinding like losers.

I am also sick of facing OBW in every single PVP match i play. It makes using my own OBW boring. I am sick of you nerfing my favourite tinykitty characters. Each time you do that i have to spend hundreds of dollars buying covers for my next favourite. Which then leads me to only been able to buy 2 Asgard Treasures a week.

You are going to lose me as a customer very very soon, sometime in the next 6 months if you don't fix your game. I will continue to spend money on it everyday however just to prove a point. So you can suck on that.

In closing, this is the worst mobile game i have ever played. But i shall continue to stress myself out playing it until you see sense.

Thanks for nothing. tinykitty.

That was beautiful. I laughed so hard I cried. Thanks for that.

Linkster79

A very well thought out and eloquent post, however........

I will just keep shouting louder than everyone else so I will be heard

reckless442

This is actually very good advice and echoes my experience with support. While some issues have been met with canned, unhelpful responses, I have on several occasions received compensation. What I have found is that asking for a specific amount in your letter and tying it to the problem is more likely to result in actual compensation.

To give two example, when shields were relatively new, I had a delayed loss that appeared after I shielded. As a result, I lost my lead in an event and had to break the shield to get the lead back. So I wrote in and asked for the cost of the shield, which I got. (Now the canned response is that they won't refund for delayed reporting of losses.)

More recently, as I detailed in the thread about my exchange with customer service over the Heroic Oscorp server issues, I lost a significant amount of points when the servers went down while my shield expired. In my request, I asked for the specific amount of HP and ISO that I had spent on shields and boosts to get back to where I was before the shield expired. After a back-and-forth with the CS people, that was the amount I received.