Customer Support Update

I have this exact issue, I sent in a ticket over a month ago as I wasn't aware that the support staff were on leave. I got a reply on the 7th of January asking for some information to which I promptly replied, only to not receive any more replies since. I waited a week (14th of January) and sent another reply just asking if perhaps my message was deleted or missed. So am I to assume that when I was asked to supply some additional information to my ticket reply, that I had inadvertently set myself at the back of the queue? I suppose I'll almost never receive a reply or resolution to my ticket. Sucks to have purchased a supporter pack that I am unable to use for over a month now as it was attributed to the wrong sub account, as I was unaware that I had 2 when making the purchase.

Support is still bad. Whatever improvements you're trying to make, it doesn't have any effect. Whoever handles your Facebook page is a complete novice, borderline disrespectful to your fans and customer's needs. You don't offer support there. cool, fair enough. But they are still clueless about basic help and lack any PR skills. Going back to email support: do you even have a proper ticketing system, a queue? Your support team is ruining the efforts of your creative team. It's shameful!

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Virauge#3323 wrote:

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MathiasSoul#7397 wrote:

2A. To explain further, say you're at Position 3 out of 5000 in queue, your Case is about to be worked. However, you send a second email going "Hey, been a while, please look at this", the Case Management System automatically puts you right to Position 5001 and you've effectively extended the time it takes to get to your Case.

...

- Send in one ticket for each problem and wait for a duration of at least 20 business days before prompting again (At least at this time, training classes and nesting periods can take a while)

In this case your advise is causing more issues. If you follow that exact advise, by your own knowledge of the system, you'll never get your ticket answered. You wait 20 business days, then send a followup and get put to the back of the queue again. The best thing to do is not sending a followup by your advise in this situation, but things get missed and forgotten all the time.

The real solution is for them to realize their system is horribly broken so they need to fix it, not realize it, apologize and do nothing different. They need to prioritize finishing tickets to completion before taking on new tickets. If an agent can only handle say, 100 tickets simultaneously, they shouldn't be addressing a new ticket without closing a previous one.

20 business days is fairly reasonable in my experience with a large company, and at that point fresh hires should be in.

Typically, each average Agent should be handling about 10-12 tickets or emails per hour. A CMS like Salesforce will give you 2 at a time (They don't just bomb them with a hundred, that'd by psycho psycho).

The reason I recommend 20 business days for another prompt is to address possible work avoidance. With obvious pressure on the support team to do as many tickets as possible as fast as possible (These guys likely make minimum wage, it's not a lot of wiggle room to be a SupportHero:tm:), what can happen is an Agent who's not super super into it may just close your ticket without working it to boost their metrics.

In that regard, it's useful to be bumped to back of queue to ensure your ticket is eventually worked. The flood of tickets will catch up as the team expands to handle the flow and as trainees get used to the system and work efficiently

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Evistarator#2819 wrote:

I have this exact issue, I sent in a ticket over a month ago as I wasn't aware that the support staff were on leave. I got a reply on the 7th of January asking for some information to which I promptly replied, only to not receive any more replies since. I waited a week (14th of January) and sent another reply just asking if perhaps my message was deleted or missed. So am I to assume that when I was asked to supply some additional information to my ticket reply, that I had inadvertently set myself at the back of the queue? I suppose I'll almost never receive a reply or resolution to my ticket. Sucks to have purchased a supporter pack that I am unable to use for over a month now as it was attributed to the wrong sub account, as I was unaware that I had 2 when making the purchase.

You did send it to the back, but the information provided will still be useful for the next Agent to work it. Had you not replied, the Case would've stalled until you did, and then reset anyway when you finally provided the info.

Responding is good and useful for your case! Sending in emails without prompt is not.

You did the right thing!

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Aristiell#1440 wrote:

Appreciate the info you shared Mathias.

Seems like the only thing that can be done is for us to wait, sometimes thats the hardest thing to do.

Sure hope GGG resolves my issue soon but damn, it sure is frustrating as hell to wait :(

You're welcome, I do hope your issue gets resolved! It is very frustrating to wait, especially if the issue is severe.

Hopefully you can continue enjoying your time in the meanwhile, just check your emails once a day. As much as it feels like a company won't care, it's their job to remedy the situation and no one's going to REALLY be left to rot forever

Both poe1 and 2 locked for change of location. (vpn) .. No word from GGG on why they have disabled the unlock system, but you (ggg) keep spreading FALSE info by saying add there email to your whitelist.. WHY are YOU not telling the truth?

Why no official update on ALL of the locked accounts?
Why no update on your Unlock system being turned off?

Lastly why are all people or bots tagged ggg on here useless?

Dear GGG,
Would be nice to give us a weekly update, big or small. Keep your testers involved in what is going on.

Every session to gather informatin about whats going wrong has a certain aspect of communication in it, this goes on in every business in all fields.

I would really like to know when we are going to see our bought MTX and hideouts. Also would like to know when you guys will nerf the shit out of those purple chaos balls which hurt like a truck. Also, please for the love of god nerf the range of the beams those priest shoot out.. I had 'em out of screen and still had the beam following me xD.. And lastly, please try to deliver a fix to the atlas, not able to travel along roads which are there or should be there is super evil.. I had to reroute at least 50 maps to get to the desired citadel..

Otherwise, love your game <3

No offense Mathias - But in light of people waiting since 2-3+ months or more despite keeping information, mails concise short and even proactively providing most if not all required information. Is ridiculous.

With the attitude you seem to present in terms of handling professionalism and customer interaction; Especially when mentioning you had the role of a team-lead. To me and from my professional experience it sounds like you've come from a provider or service with extremely low standards:

- No. People will not get into "trouble". No matter what. What are you even on about?

- There is no "simply" or "right" or wrong. The customer shouldn't have to navigate through any sort of process-based inefficiencies, mis-evaluated "tools" or some hidden, ridiculous rulesets that are entirely the company's or provider's problem. The customer doesn't care about any of that.

- What you fail to realize first before all: GGG has severe process, backend and infrastructure issues. Most customers provide the "minigame" information proactively. On their first mail. Which is completely ignored. To then split out that "process" back into it's individual bits.

At this rate and average assuming 10 "bits" with (if lucky) one interaction per 2 weeks. It would take even the smallest 10-second standard request. Take an incredible and estimated timeframe of up to 5 or more months! Assuming the customer has the means to babyset and remain constantly responsive/available over the course of literally half a year. Just to babysit on a problem that resides on GGG's end.

Not on any level: Be that ethical, professional, practical or even the most basic legal responsibilities and requirements - is that tolerable or acceptable.

Your condescending, imho unprofessional, shared experience isn't helping at all here. Especially when the "customer attitude" is that of blaming the customer, for not going through absolutely ridiculous hoops and unnecessary minigames. That are mainly cause by process or infrastructure inefficiencies; By the seller, company or provider. Especially if not even basic priorization seems to work or be performed. At all.

And that's all even without the ridiculous premise of pushing people and requests to the very back of the entire queue. Without any sort of priorization.

If you have a critical issue with your bank. Or no matter what bought service as a matter of fact. You'd consider it normal for people to wait for 3-6+ months. To either: perform a critical mutation on a stolen card for example. Or locking/recovering a compromised account?

- If you buy and pay for a car and it's scheduled for pickup today... or let's just say tomorrow. The car is already paid. But suddenly you, if not all customers are supposed to suddenly wait 3-6+ months. To pickup their bought car.

So the customer is supposed to walk by foot for half a year now? While the seller does not fullfil their contractual obligations in any reasonable form? We both know - That's not how things work. It's absolutely - ridiculous.

You can't seriously be sitting there with some fancy sub-standard callcenter examples. And then blame that sort of problem on the customers "behaviour" or some minor technicalities. Which the customer cannot realistically know, expect or fullfil.

I'd urge you to somewhat refrain from interpolating some previous or "normalized" "standards" and examples. While blaming and patronizing users that basically cannot access a paid product for weeks months on end. Often reaching into values of hundreds or thousands of dollars.

Especially since you seem to miss the extent and scope of the current culmination of issues. And especially: Since those (mainly process- and efficiency) related problems have been known about. Without any apparent improvement. Since 5-10+ years.

This isn't meant personally. I just hope that patronizing users from low-quality or substandard provider perspectives. Will only make things worse.

2-3+ months multiplied by 5-10x. For a 10 second mutation. Caused by GGG in first place. NOT the customer. You've got to be kidding me - trying to normalize that sort of severe issue. But I don't think you were aware of the extent of the problem.

Please do not patronize users with sub-standard corpo perspectives and bs. Thank you.

personally i do struggle with being empathetic when it took over a month for my support ticket to be responded to but not resolved another month later... then my thread being locked and moved when i advised others to make purchases through a more official route vs the PS market until things are fix. the reason i'm struggling with empathy is because it appears that there is an active effort to suppress the discussion of issues and workarounds that involve players losing money. just to clarify i support ggg in their mission just not in the current support discussion suppression.

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MathiasSoul#7397 wrote:

So for those complaining about response times after follow-up emails, I used to be a Team Lead for a support team (Not at GGG, but it still applies, I promise) and I have some info to help:

- Customer Support Teams use what's called a CMS (Case Management System)

- The Case Management System runs an automatic queue for your emails, they pop up on a Service Representative's (Normally called an Agent) screen in what's called a Widget. They click the Case, work the ticket/email, put in their final notes (if applicable), close the Case. Another one automatically populates after this.

- The CMS will be set up by a few standards;
1. Case Priority (Things like fraudulent activity, escalated complaints, legal threats, etc. normally take high priority. Obviously, don't try to do or falsely report this stuff to try and bump ahead of line. You'll get in trouble)

2. Age of MOST RECENT contact. This is why in their original correspondence GGG is saying to NOT email multiple times. Multiple emails do not display urgency to the Case Management System, they do not pop up on an agent's screen only to be discarded, that is not what happens.

2A. To explain further, say you're at Position 3 out of 5000 in queue, your Case is about to be worked. However, you send a second email going "Hey, been a while, please look at this", the Case Management System automatically puts you right to Position 5001 and you've effectively extended the time it takes to get to your Case.

In order to get the best assistance ASAP:

- Keep your email simple and to the point

- Send in one ticket for each problem and wait for a duration of at least 20 business days before prompting again (At least at this time, training classes and nesting periods can take a while)

- Don't be mean in your emails; as frustrated as you are, the Agents you'll be getting are likely going to be new and fresh out of training, as much as any company will hate to admit, Work Avoidance exists and if you come in at them raging, they'll either not know how to manage your problem or will try and avoid your ticket entirely

- Agents will likely be using Templates (copy-paste responses given to them by higher ups), if the Template used does not address your problem, simply state so and refer to the above

Godspeed all, and good luck out there!

With all due respect, Matthias, I have been working in the tech industry for about 5 years, I am highly qualified, and it is blatantly obvious to me that you worked in a company with low standards and poorly established processes. The CMS systems you’re referring to became outdated a decade ago, and if your company continued using them, that was an issue with your organization, not a reflection of best practices.

I won’t comment specifically on your professionalism, but I will say that I’ve worked in several companies with tech support teams. And in every case, those teams were entirely dependent on management processes. The main issue with your message is that you rely solely on your own experience, which you seem to regard as the only valid perspective. However, my experience is quite different. I worked for a company with a product that peaked at 20–30 million users, and this company had tech support teams stationed globally to ensure 24/7 availability without compromising quality. In that company, there was a strict rule that every inquiry had to be responded to within 24 hours.

GGG’s problem is not with the tech support team but with leadership and processes. So, every time you keep emphasizing how hard it is for the tech support team, you continue convincing users that the fault lies with support, not management. But that’s not true. And it’s strange that the head of support doesn’t see this.

GGG had ample time to prepare for the influx of users, but they didn’t. Now they are shifting all the blame onto the tech support team instead of addressing the issues at higher levels.