Is this meant to be a joke?

Good afternoon,

Earlier this week I wrote into support with a query about the feedback we give in General Discussions as well as the Ideas & Suggestion areas of the forum, and how it is "forwarded" on, but we never actually receive any response, know where it goes to or ever see any changes, and I asked for a little more clarity. The response I received from the Team Member was:

"Your feedback has been forwarded" and the ticket was immediately closed.

I do not appreciate being patronised by what is supposed to be Customer Service. Either this is an immature joke by the Team Member, thinking it would be funny to say my feedback had been forwarded as a response to an email specifically around having no clarification from forwarded feedback; or it goes to show how little the support team care to even read the message that I sent. Nobody in their right mind, with a professional attitude, would give that response to a customer baring in mine what the original query was about.

Admins and Moderators often take the flak for decisions outside of their control, made by senior management, and they often stress this point about how they do what they can in their power. Well you'd think that for the way the customers are treated on a large scale that is outside the hands of the support team, Customer Care would at least read an email sent in. There is no excuse for complete disregard of customers queries, and this goes to show that the team do not infact put in the any of effort that they claim to.

Regards,
~Des

 

Hello Des,

May I ask that you do not post the customer care teams names in chat or on forum, this is for data protection reasons.

I will however answer your query to the best of my ability.

All feedback given in the General Discussions, or General Feedback are read by the moderators, and the Game Community Managers, sometimes the Developers and also ICMs (Internation Community Managers). The moderator team also makes weekly reports from these discussions and they are sent to our managers, who in turn use them in their weekly meetings with the developers and their bosses.

Any comments made in the update, Ideas and Suggestion sections are looked at, by our moderators, and above, if they seem to be an idea that can be put into place without too many changes to the system they are added to our weekly reports. For example change the items in the treasure chests, we can forward them because it does not affect any other items. However if it was to say change the layout of the game (ie maps) that takes a lot more detailed work and is to big a decision so that goes forwarded in a larger report to all the managers to decide upon.

Remember not all the ticket team knows how the forum or chat is worked, so would therfore have to forward your feedback for clarification. Tickets may be closed to you to respond to, but they can and are reopened by the ticket team to update the player on their findings.

I hope this clears up your queries, and again would request that if you should get an answer you are unsatified from our Customer Care Team, you are more careful in your postings.

Regards

Seren (GTL)

 

Hi Seren,

Thanks for your response, and I have replaced the team member in question's name with "Team Member" now.

I appreciate your in-depth response to this, this is the sort of service I would expect to find more frequently, when you are given constructive criticism/feedback on your queries that gives detail, so thank you for that.

I do have a few questions that have however arisen. Firstly, you mentioned that not all of the team members are aware of how the Chat and Forum work and so some queries are forwarded. It would be much more acceptable for the team member to actually say "I am sorry I do not know the response to this but I have forwarded it to Senior Management and will get back to you when I have more information" or something along these lines where the player actually understands what is happening, as opposed to being given a dead-ended response and having the ticket closed before you can response. More importantly however, why are these individuals moderating the forum and chat if they do not understand them?! There have been countless occasions when I have written into support and been given either a completely incorrect response, or one that does not answer my query, only then to have the ticket closed before I can even respond to that. Furthermore, when then sending in a new ticket to address the matter, I am then told not to send in multiple tickets for the same topic!

You say that tickets are closed but can be re-opened, but I have never had this happen. I have never had a single ticket to support that has been re-opened to update me on the process. Maybe a few members of the team have done this a few times, but I would be surprised if it was a semi-regular occurrence.

I appreciate that the devs may read these comments, but I and many others feel it would be much better for the community if these were then fed back to the players with reasons as to why certain ideas won't be implemented, or to find out more information for an idea that they are looking to introduce. This happens in Discord already but for the massive majority of players that do not use Discord, they miss out on a lot of information.

In summary, there are three aspects that I think can be easily addressed:

1. Developers to come back to suggestions and give the players some details as to why it is not feasible to take this forward or dig for more input on a feature they are interested in.

2. Customer Support team to give constructive responses to players that keep them "in-the-loop" as to what the situation is with their request/query.

3. Customer Care to ensure that tickets are answered properly to the players satisfaction (with the exception of tickets where a mutual agreement cannot be made) before they are closed.

These three requests are completely feasible in my eyes, and wouldn't effect the game in any other way.

In my line of work, in a large UK bank that focuses heavily on customer service, I wouldnt have a job if I responded to customers the way Customer Care often responds to its players. If a customer were to complain to the bank and the employee responded to with a completely unrelated answer and then blocked the customer from replying, could you imagine the fallout that would cause?

Why is it so difficult for players to be treated with the respect they deserve? This is not for every case, and I will admit that you are often rather comprehensive in your responses, like in this thread for example, and you have helped me with some rather unusual requests in the past, so I hope you do not think this is directed at your personally, but I hope you can understand my frustrations around this particular case.

Regards,
~Des

 

i wish they would re open my ticket regarding what took place with the arena battle ranking a year ago when spookly me and franks points got removed with 3 hours remaining of the event when asked what happened they tryed accusing us of cheating at 1st. when asked for proof of this cheating it was sry i was reffering to another event so asked to explain what cheating we did on a previous event couldnt explain so i send all the proof ie screens of the ranks all threw the event to bbb. bp tryed bluff them of for awhile but wasnt satisfactory as clearly no cheating took place so please do explain what happened im still waiting. i have my theory as to exactly what took place and shows in the ranks battle arena is played by a group of 5 we allways went in as a group of 4 with 1 randomer each time if this is the case how come only me and franks points was altered with only 3 hours remaining ???? some1 thought me and frank was at work and wouldnt be aware of what was about to take place but whats more wierd is that we was accused of cheating the event which if we did then the whole group would have cheated it but only mine and franks accounts was altered ??? find that strange ??? i dont only reason mine and franks accounts was altered is because those were the only 2 accounts certain ppl can go on and play around with as uk mods cant touch german accounts ?? with that being the case and the game detected us cheating surly the german mods would have been told to deal with the other 3 german accounts that was in our group but this didnt happen did it no they ended up taking 1st 2nd 3rd spots.

so what that story tells u is that certain ppl tryed to remove us from the ranks while they thought we would be at work and not notice what happened. as they didnt like the fact there enemy was winning an event. shows how this game is and im not suprised your getting pathetic responses bk from sending tickets.

trust no1 takes place ere


and another thing it took us months with emails to get a satisfactory responce and was offered 1st place rewards to us both but we only had 7 days to respond the morning that email come i was flying out the country for 7 days so didnt bother looking at emails while away when return home i found the email to except or refuse the reward which only gave u 7 days to respond and except which i think i missed the deadline but responded anyway the prize wasnt what i was after all i wanted was what took place investigated so those who did what they did that morning was found out. either way i got the rewards even though replyed bk late. frank replyed the same day he recieved email but still to this date hasnt been handed the reward for that event.

what i think took place is they recieved franks responce but placed the rewards on to my account i responded bk late so shouldnt really have recieved so frank got my reward?? shows incompitance as to what there doing behind the scenes cant even credit the right account with rewards when needed to

 

Hello Des,

I do totally agree with your comment "It would be much more acceptable for the team member to actually say "I am sorry I do not know the response to this but I have forwarded it to Senior Management and will get back to you when I have more information" and this has been forwarded to our Ticket Manager to review and I am sure that this will be addressed in the training of the Customer Care Team. Your regard to this query "More importantly however, why are these individuals moderating the forum and chat if they do not understand them?! some of the Customer Care Team are only used to answer tickets so would not have even worked upon the forum or in chat. I will of course suggest that if a query of this nature is received then they leave to another supporter.

You say that tickets are closed but can be re-opened, but I have never had this happen. I have never had a single ticket to support that has been re-opened to update me on the process. Maybe a few members of the team have done this a few times, but I would be surprised if it was a semi-regular occurrence. That I can assure you does happen when a supporter does a follow up, however I can not answer as to why you have never received one, unless the issue has been addressed in general in an official announcement, when they would not respond to each and every ticket.

I appreciate that the devs may read these comments, but I and many others feel it would be much better for the community if these were then fed back to the players with reasons as to why certain ideas won't be implemented, or to find out more information for an idea that they are looking to introduce. This happens in Discord already but for the massive majority of players that do not use Discord, they miss out on a lot of information. Unfortunately we can not dictate to where the developers give their feedback to the players if indeed any is given. I know many players that do use discord and are often posting the responses from the developers in chat, and here on the forum, as well I can imagine their own team speak. Many times we get we do not get feedback from the managers, this I regret, however any feedback we are given as a team is always posted in the forum either as an official announcement or as a response to a particular query that is requiring feedback.

Developers will not come back to suggestions and give the players some details as to why it is not feasible, if they do require more input on a feature they are interested in, then it would be the forum moderators job to ensure that the information they require is gathered. Developers do not have the time to spend on the forum answering or leaving comments, they prefer to spend it working in their own department.

The Customer Support team do indeed give constructive responses to players, however there are times when they also are left waiting for the official announcment to see what action will be taken against queries raised. I know the customer care team work hard and would not like you to think otherwise.

Customer Care do ensure that tickets are answered properly, unfortunately not all are always to the players satisfaction (even with the exception of tickets where a mutual agreement cannot be made) before they are closed. If a player has been responded to and his question answered, then the tickets are closed. I know many tickets that are left open, and then have to be closed at a later date as the player in question has also not responded to queries asked of him. This does work both ways.

Please also stop and think, Why is it so difficult for team members to be treated with the respect they deserve? This is also not for every case, but it is always that way when a player gets an answer they do not like they tend to put it down to disrespect, or for members of the team to be corrupt.

However to get back to your original complaint, as you can see your feedback has been noted, it will be acted upon and this post will be closed when other posts have been addressed.

Regards

Seren (GTL)

 

so what that story tells u is that certain ppl tryed to remove us from the ranks while they thought we would be at work and not notice what happened. as they didnt like the fact there enemy was winning an event. shows how this game is and im not suprised your getting pathetic responses bk from sending tickets.

Dear Gravedigger,

Whilst many actions can be taken by certain admins, let me please assure you that no unpaid employee of Seafight or Bigpoint can change any ranking order, or even remove anyone from the ranking list. This would have to be done by the system, or by a manager at the very least.

"another thing it took us months with emails to get a satisfactory responce and was offered 1st place rewards to us both but we only had 7 days to respond the morning that email come i was flying out the country for 7 days so didnt bother looking at emails while away when return home i found the email to except or refuse the reward which only gave u 7 days to respond and except which i think i missed the deadline but responded anyway the prize wasnt what i was after all i wanted was what took place investigated so those who did what they did that morning was found out. either way i got the rewards even though replyed bk late. frank replyed the same day he recieved email but still to this date hasnt been handed the reward for that event." what i think took place is they recieved franks responce but placed the rewards on to my account i responded bk late so shouldnt really have recieved so frank got my reward?? shows incompitance as to what there doing behind the scenes cant even credit the right account with rewards when needed to

This matter obviously was investigated and resolved otherwise you would not have got any reward, even if it did go to the wrong account, maybe you should then have contacted the person who issued you the reward and stated to them that you should have not received it. I would think that would be down to you to try to rectify not state the person in question did it incorrectly, and leave at that. However as I was not involved in that decision making I can not comment as to why you received instead of frank.

Regards

Seren (GTL)

 

As stated to the OP this thread is now closed as it has been answered and discussed fully.

~Closed~