CS response speed

Unknown
Unknown
edited June 2014 in MPQ General Discussion
anybody who has dealt with them recently, how long was it from time of ticket to the time when you started receiving correspondence? I don't think its been inapprorpriatly long for me yet, but I want to know if there is some "expected" time by which i should assume they missed me. I don't want to spam them with tickets on the same thing...but i kinda do lol.

I will also throw in, that I appreciate the change to the reward structure.

Comments

  • Unknown
    Unknown
    soenottelling wrote:
    anybody who has dealt with them recently, how long was it from time of ticket to the time when you started receiving correspondence? I don't think its been inapprorpriatly long for me yet, but I want to know if there is some "expected" time by which i should assume they missed me. I don't want to spam them with tickets on the same thing...but i kinda do lol.

    I will also throw in, that I appreciate the change to the reward structure.
    lG513Tf.gif
  • Unknown
    Unknown
    In seriousness though, it's usually taken 7-8 days for me
  • Unknown
    Unknown
    The speed could be described as somewhere between a glacier and sloth in peanut butter. But seriously, it took several days longer than the 48 hours they claim to shoot for. I wanted to get the health packs back for crashes during matches and asked that someone look into it. They said they couldn't fix the crashes (which got better after I restarted and played something else for a while) because of device limitations and completely ignored my request for the health packs. I guess the S in CS stands for "screw you" or perhaps "suck it".
  • JamieMadrox
    JamieMadrox Posts: 1,798 Chairperson of the Boards
    Request Sent: June 1
    Automated Acknowledgement: June 2
    First CS Response: June 11
    Issue Resolved: June 18

    In their defense, my issue was incredibly complex and they were in contact with me every day until it was resolved.
  • Unknown
    Unknown
    Ticket sent : 10th June
    First response : 15th June (this was not automated, a CS rep asked me for further details)
    Reply sent : 15th June
    Second response : 16th June (less than 12h later)
    Third response : 16th June (4.5h later)
    Final response : 16th June (1h later - this was the automated "your request has been solved.." message)

    - I was reporting the Ares Sunder bug. After a bit of confusion on their part, I was told that they're aware of the issue and hope to have it fixed in a future update. Demiurge_Will posted yesterday that the bug is now expected to be fixed for update 57.

    I imagine that ticket requests get handled differently depending on the issue raised.
  • Twysta
    Twysta Posts: 1,597 Chairperson of the Boards
    Yeah I think they have some kind of priority rating on responding to requests....
    Maybe.
  • Unknown
    Unknown
    When I had one of my commanders downgraded at the end of season 1 they responded in less than 10 minutes. Maybe I got lucky, or that type of request is probably the easiest to fulfill in the game, dunno. Not sure if approximately 5 weeks ago counts as recent for you. The people I report as suspicious get closed months after the fact. I reported one fairly recently and they actually responded within 2 days then saw another open report under my name I guess from 2 months ago and closed that one too. No issues with their service and communication, but I am polite beyond all reason, I work in client service so I don't feel the need to be the lease bit rude, they are just doing their job.
  • BearVenger
    BearVenger Posts: 453 Mover and Shaker
    I opened these two in April. Still haven't gotten any more than the initial human response. I stopped asking for follow-ups sometime in May, but these have never been closed.
  • Unknown
    Unknown
    My complaint with CS isn't so much the response time as the RESPONSE icon_evil.gif
  • MarvelMan
    MarvelMan Posts: 1,350
    bonfire01 wrote:
    My complaint with CS isn't so much the response time as the RESPONSE icon_evil.gif

    I opened a ticket because i was getting frequent CLD and after a week and a half I started going back and forth with a rep about my internet. They asked me to speed test, so I did on home/work/3G connections....all decent (work up was 5x down...?), good pings, etc and a week later they closed the ticket and saying "That sucks. Let us know if it happens again." Had them reopen it.....then they re-closed it. It was VERY frustrating as it caused significant drops in two PVPs and a PVE due to inability to play much the last 1-2 hours. I had asked for the covers (something stupid like a DD and LT?) that I would have won had I stayed top 10 (in one, I was 5th when I got CLD). Nothing...... But back to topic.....that was over several weeks as the first actual human response took about 2 weeks.
  • Linkster79
    Linkster79 Posts: 1,037 Chairperson of the Boards
    I did not get any rewards for a Heavy Metal tournament. I mailed CS the day after the event ended. 2 months later I was asked what rewards i was missing. I couldnt be bothered to reply.
  • Unknown
    Unknown
    Linkster79 wrote:
    I did not get any rewards for a Heavy Metal tournament. I mailed CS the day after the event ended. 2 months later I was asked what rewards i was missing. I couldnt be bothered to reply.
    How much have you spent on the game?

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