Forum: empire-en

Board: [818] General Discussion

Topic: [303075] Customer Service

[-303075] Genghis (IN1) [None] :: March 14, 2016, 4:02 a.m.

So, as advised by Steve, we raised tickets with support regarding losses incurred due to the berimond mess and also the server crash on IN1. 5 days on, there has been no response yet.

When I do check the status of the tickets, strangely enough, it says we have 'just' received your ticker. Really? 5 full days is 'just'???

Would appreciate any king of guideline as to when to expect a response on our tickets.

[4345124] Genghis (IN1) [None] :: March 15, 2016, 9:56 a.m.

Another day gone, still nothing

[4345135] BerserkerNick (NL1) [None] :: March 15, 2016, 10:05 a.m.

6 days....you just reached amateur level in waiting 

at the dutch server we are already waiting 18 days or 12 workdays for a reaction...

[4345149] Philt123 (GB1) [GB1] :: March 15, 2016, 10:20 a.m.

Maybe they can use their numerous data analyists to work out that the more fuck ups they build into the game the more custmer support issues they will get.  The more customer support issues they get will mean more staff needed, which cost money.

Simple answer stop building bugs into the game, get your developers to stop developing newer worse more expensive updates for a while and go about fixing whats already in there.  Result, happier customers, happier staff, more profitable GGE.  Win Win. 

But know they will have a team of data specialists sifting over the info, and they will come up with the answer RAISE PRICES.  Then we can have more staff and more money.  Only slight problem with that theory is NO CUSTOMERS!!!!

[4345158] Some guy5 (GB1) [None] :: March 15, 2016, 10:29 a.m.

I've not heard from customer support in a long time and lots of people stopped getting compensated. I think maybe they just all quit and thats why they posted that new promotional video.

[4345184] UltraFlavoured (GB1) [GB1] :: March 15, 2016, 10:48 a.m.

As I have previously pointed out - Customer Service have responded to myself saying the have sorted issue for the majority and they count this case as closesd.

I wasnt one that was helped but they dont seem t fussed because they at least helped someone somehow.

They must be inundated with Tickets- Clueless Support 
~Ultra

[4345243] Some guy5 (GB1) [None] :: March 15, 2016, 11:04 a.m.

I imagine its like a piece of paper leaving the printer and dropping into a shredder. The moment our emails arrive, Deleted.

[4345265] pcsurgeon (NL1) [None] :: March 15, 2016, 11:09 a.m.

Right now I wont spend a penny due to 18 days pending on a ticket. I rather drop the penny in a shredder hoping it will cause the shredder to malfunction....

[4345276] FamousJohn8 (GB1) [None] :: March 15, 2016, 11:10 a.m.

Dont blame support tbh, imagine having to deal with so many problems, overwhelming

[4345288] Genghis (IN1) [None] :: March 15, 2016, 11:12 a.m.

I lost about 11k tools total during the berimond mishap and am hoping against hope, that those are returned! Troops lost are easier to refurbish these days with all the troops we gain during events but tools are the ones that make or break an event and sadly, customer support is way too slow!

[4346051] Doctor_Who (ASIA1) [None] :: March 15, 2016, 3:19 p.m.

same here no response yet its been 5 days 

[4346118] commando (US1) [US1] :: March 15, 2016, 3:56 p.m.

customer service?  wtf is that?  damage control is closer to what GGE has...and it doesn't do a very good job at that.

[4346919] Genghis (IN1) [None] :: March 16, 2016, 7:11 a.m.

Another day passes!

[4347000] UD1 (INT1) [INT1] :: March 16, 2016, 9:22 a.m.

Customer services , non excistance, tired of them calling me a liar tired of them making excuses i am done

[4347116] Genghis (IN1) [None] :: March 16, 2016, 11:11 a.m.

This is something i have never seen....

NEVER have i seen so much apathy at paying customers!!!!
I am sure some of the challenges are genuine and understand that things take time. But to wait more than a week for a response to a request regarding in known and acknowledged error/bug/goof up, is a tad bit too long.

Wonder if GGE would allow me to buy rubies, credit them to my acount and then wait for the payment for 7 days?

[4347137] UD1 (INT1) [INT1] :: March 16, 2016, 11:36 a.m.

They are calling me a liar . i am so angry at them 

[4347152] Soul4Life2 (NL1) [NL1] :: March 16, 2016, 11:51 a.m.

right now, I have alliance members that have sent out tickets, but never got the confirmation mail that the ticket is issued, they don't know if their complait even arrived at customer support. On top of that, they can't post in the forum to put Steve to work to sort this out.
So. I'm giving it another try.

Steve, what the hell is going on with support. Are they on strike or what? The complaints vary from not getting the beri rewards as promissed? loss of troops during the crash and not being able to post on the forum because it keeps asking to log in over and over again.

[4347187] Philt123 (GB1) [GB1] :: March 16, 2016, 12:23 p.m.

I am still awaiting for a reply to my question of unpaid Foreign invasion event rewards (for the winning alliance), there has since been a samurai event where rewards were not paid correctly(no one i know has a reply over this either), and its almost the end of the berrimond event is there going to be more problems or has it now been fixed?

First there was the nomad shambles where by the event didnt start as planned on some servers, and when it did alliance rewards were not paid properly, and the fiasco trying to get that resoved was paricularly damming towards ggs. Nothing was done to compensate players for ruining their next Samurai event too.
Then berrimond, where by it was a farce from start to finish, the event did not finish properly, it was extended, and players given compensation for the error however the wrong prize was given, which i still dont think has been rectified!!

Then onto the FI event, where by the winning alliance was pot luck if they recieved their alliance rewards (i did not recieve!)

Onto the samurai Event again exactly the same issue pot luck if the players in the winning alliance recived their rewards.  (i was lucky enough to get mine this time)
So what can we expect tomorrow morning at the end of berrimond? more of the same? pot luck if you get the rewards or now?

Just how long is the backlog of tickets in support right now? can you find out and let us know Steve?  I dont want to keep dropping multiple tickets if its in hand, but hearing back zero from support is not good mate, not good at all.  These things should have been very quickly put right.  Its known issues, happening on at leat 2 servers.  Seriously how long does it take to drop the equipment into someones account with an appology.

And moe importantly has the issue casusing the problems been fixed, otherwise if it hasnt all thats going to happen tomorrow morning is that you are going to get a load more tickets to deal with for the same problem you are not fixing!

[4347206] marc58 (GB1) [GB1] :: March 16, 2016, 12:34 p.m.

I too still wait for rewards (nomad) never received, no msg received back from GGE even tho I sent 3. Really strange as most of the members in our alliance got there rewards (feel so unloved).

  

[4347207] Genghis (IN1) [None] :: March 16, 2016, 12:35 p.m.

I did see a few responses from Steve earlier. However, I think he must have had it too, by now. Do not envy him at all, given the apparent lack of info passed to him!