Forum: empire-en
Board: [818] General Discussion
Topic: [303075] Customer Service
[4347310]
CM Arcanine [None]
:: March 16, 2016, 2:12 p.m.
Hey everyone,
Just wanted to assure you that we are aware of the problems you're experiencing with the customer support team right now. Unfortunately, at this current moment, there isn't much that can be done except for request that you remain patient whilst waiting for a response.
The team are very busy lately and are trying to respond to everyone as soon as they can, but there may be large delays. All I can really suggest is to please only send one ticket, as this will push the queue further back for yourself and others.
Regards,
Steve.
Just wanted to assure you that we are aware of the problems you're experiencing with the customer support team right now. Unfortunately, at this current moment, there isn't much that can be done except for request that you remain patient whilst waiting for a response.
The team are very busy lately and are trying to respond to everyone as soon as they can, but there may be large delays. All I can really suggest is to please only send one ticket, as this will push the queue further back for yourself and others.
Regards,
Steve.
[4347332]
marc58 (GB1) [GB1]
:: March 16, 2016, 2:23 p.m.
CM Arcanine said:Hey everyone,
Just wanted to assure you that we are aware of the problems you're experiencing with the customer support team right now. Unfortunately, at this current moment, there isn't much that can be done except for request that you remain patient whilst waiting for a response.
The team are very busy lately and are trying to respond to everyone as soon as they can, but there may be large delays. All I can really suggest is to please only send one ticket, as this will push the queue further back for yourself and others.
Regards,
Steve.
main issue is you get no response and that triggers sending another msg......but if the game was put right maybe they wouldn't be so busy
[4347819]
serpentine (GB1) [GB1]
:: March 16, 2016, 8:07 p.m.
the team are busy - doing what? - playing pool and chillin in the zone. They are not busy dealing with complaint or ticket requests. waited a week so far for my missing sam deco - no email received as advertised - no ticket number forwarded - no nothing. employ more staff - or simply get things right in the first place thereby negating the need for players to contact support. maybe stop the updates until you've sorted out the multitude of problemsCM Arcanine said:Hey everyone,
Just wanted to assure you that we are aware of the problems you're experiencing with the customer support team right now. Unfortunately, at this current moment, there isn't much that can be done except for request that you remain patient whilst waiting for a response.
The team are very busy lately and are trying to respond to everyone as soon as they can, but there may be large delays. All I can really suggest is to please only send one ticket, as this will push the queue further back for yourself and others.
Regards,
Steve.
[4348033]
Andy80 (GB1) [None]
:: March 16, 2016, 11:51 p.m.
10 days and counting on my berimond 1st place support message
15 days on my ruby purchase one
conclusion more staff needed
15 days on my ruby purchase one
conclusion more staff needed
[4348304]
Genghis (IN1) [None]
:: March 17, 2016, 9:01 a.m.
Did get a response from support regarding this!!! (albeit an automated one)
The mailer asked to confirm if the issue still persisted, which is kind of a trick question because if I say yes, it is wrong since the issues were in the past and if I say no, i am sure my ticket will be closed.
So replied with the list of losses i faced... Hopefully there is some resolution soon and my ticket is not pushed to the bottom of the pile
The mailer asked to confirm if the issue still persisted, which is kind of a trick question because if I say yes, it is wrong since the issues were in the past and if I say no, i am sure my ticket will be closed.
So replied with the list of losses i faced... Hopefully there is some resolution soon and my ticket is not pushed to the bottom of the pile
[4348414]
CM Arcanine [None]
:: March 17, 2016, 10:01 a.m.
@serpentine (GB1) Absolutely not. I've seen this come up a lot lately, but you'll find most offices have perks for their employees. It doesn't mean we spend all day there, they're post work benefits.
Our team are very busy right now as I stated. No one is being ignored, they're not slacking or lazing around, they just deal with a lot of different games (not just Empire) and have a huge backlog of tickets. They're doing their best to get through to everyone as soon as possible, so please be patient.
In regards to the missing automated responses (with a ticket number etc), please check your spam folder, as there seems to be an issue with the ticketing system right now.
Best regards,
Steve.
Our team are very busy right now as I stated. No one is being ignored, they're not slacking or lazing around, they just deal with a lot of different games (not just Empire) and have a huge backlog of tickets. They're doing their best to get through to everyone as soon as possible, so please be patient.
In regards to the missing automated responses (with a ticket number etc), please check your spam folder, as there seems to be an issue with the ticketing system right now.
Best regards,
Steve.
[4348435]
david gwynn (GB1) [None]
:: March 17, 2016, 10:05 a.m.
pointless
the game is a mess and getting worse,pointless putting tickets in for abysmal responses
[4348480]
Conner_MacLeod (GB1) [GB1]
:: March 17, 2016, 10:14 a.m.
Steve
I have not bothered raising tickets because there is no point. It makes the queue longer and no one gets a response anyway. I have had three tickets recently that were genuine issues and each time I was told ~" we cannot find any way to recreate that error, so it could not have happened" Basically I am not telling the truth !
However, if the team cannot create functional code without errors, what hope have they got of recreating an error they did not think they had ! Its a daft statement, and insulting.
Absolutely pointless in raising tickets to be told it did not happen !
Someone needs to get a grip and first fix the bugs, then settle peoples issues completely, before making further changes
I have not bothered raising tickets because there is no point. It makes the queue longer and no one gets a response anyway. I have had three tickets recently that were genuine issues and each time I was told ~" we cannot find any way to recreate that error, so it could not have happened" Basically I am not telling the truth !
However, if the team cannot create functional code without errors, what hope have they got of recreating an error they did not think they had ! Its a daft statement, and insulting.
Absolutely pointless in raising tickets to be told it did not happen !
Someone needs to get a grip and first fix the bugs, then settle peoples issues completely, before making further changes
[4349779]
Andrew Wallace (GB1) [GB1]
:: March 18, 2016, 1:06 p.m.
Yes I think this is it. We no longer seem to get even the standard e-mail that the issue has been received and from experience I logged an issue in mid-December where there was never a response and as much as we can all appreciate a back log this is simply not excusable. I put in an issue yesterday and with no confirmation of receipt followed up withy an e-mail to which...yes you got it there is again not even a confirmation of receipt.
I think most game players accept glitches can occur but the sheer lack of communication and indeed a seemingly sheer lack of will to resolve losses incurred by no fault of a player but from game mechanics is what is now making a wide range of players simply question why we not only play this game but any game managed by this Provider where the resolution of an issue is such hard work for the customer if indeed any resolution is offered at all.
[4349786]
sangerinski2 (GB1) [None]
:: March 18, 2016, 1:10 p.m.
says it all really, "the team are very busy".
WHY are the team very busy? you have multiple bugs and glitches, over multiple servers, over multiple games.
simple really, isn't it?
[4349827]
Mario999 (GB1) [GB1]
:: March 18, 2016, 1:43 p.m.
I have tickets in from 2 servers, both still ongoing both still unresolved and getting to that point again as so many others have said, "why bother playing"
Sebastian is apparently looking after mine but have had 3 diff people so far, no wonder things keep getting left as others picking up after the original Support person seem to start from the beginning again!!!!!
Sebastian is apparently looking after mine but have had 3 diff people so far, no wonder things keep getting left as others picking up after the original Support person seem to start from the beginning again!!!!!
[4349828]
UltraFlavoured (GB1) [GB1]
:: March 18, 2016, 1:43 p.m.
I wonder why CM Arcanine said:
@serpentine (GB1) Must have a point - employ more staff or come up with a better idea about releasing updates so the complaints dont stack up.
And whens the pool tournament over ? Just so we have an idea of when to receive a response.
I finally got a response to a ticket I totally forgot about from 3 weeks ago - I hope im not waiting 3 weeks to get a response to the Berimond mess you have caused me.
Support refer me to the Forums - The forums refer me to the Support team. I might have to do a bit referring myself.
~Ultra
Why oh Why are they so busy ? Its not like they are deliberately releasing bugs into the game... ermm wait?@serpentine (GB1) Absolutely not. I've seen this come up a lot lately, but you'll find most offices have perks for their employees. It doesn't mean we spend all day there, they're post work benefits.
Our team are very busy right now as I stated. No one is being ignored, they're not slacking or lazing around, they just deal with a lot of different games (not just Empire) and have a huge backlog of tickets. They're doing their best to get through to everyone as soon as possible, so please be patient.
In regards to the missing automated responses (with a ticket number etc), please check your spam folder, as there seems to be an issue with the ticketing system right now.
Best regards,
Steve.
@serpentine (GB1) Must have a point - employ more staff or come up with a better idea about releasing updates so the complaints dont stack up.
And whens the pool tournament over ? Just so we have an idea of when to receive a response.
I finally got a response to a ticket I totally forgot about from 3 weeks ago - I hope im not waiting 3 weeks to get a response to the Berimond mess you have caused me.
Support refer me to the Forums - The forums refer me to the Support team. I might have to do a bit referring myself.
~Ultra
[4349871]
sangerinski2 (GB1) [None]
:: March 18, 2016, 2:33 p.m.
feel your pain ultra. I have submitted written request t my credit card company to recall my last transaction as gge admitted mistake but haven't time to go to my account to rectify it. im only staying on at mo to keep track in forum, as its pointless trying to play this game
[4349913]
Andrew Wallace (GB1) [GB1]
:: March 18, 2016, 3:22 p.m.
Thanks for the note on the automated response going but had looked there and no e-mail.
Perhaps you can make another suggestion such as in the 3rd drawer, of the second filing cabinet in the right of my office and I can spend more of my time looking for it?
[4349921]
UD1 (INT1) [INT1]
:: March 18, 2016, 3:31 p.m.
Why bother with support , although they never said it basically they called me a liar , and they never answered me about the extention of berimond and wasted time and tools
[4350027]
Mario999 (GB1) [GB1]
:: March 18, 2016, 5:07 p.m.
Just an addon to my post above, support just emailed me and asked me to explain what I lost on the US server troop wise, they just proved my point as this information has ALREADY BEEN GIVEN 4 WEEKS AGO FFS.
WAIT, they have credited the men instantly from that mail, was impressed with that bit
WAIT, they have credited the men instantly from that mail, was impressed with that bit
[4350079]
UltraFlavoured (GB1) [GB1]
:: March 18, 2016, 5:53 p.m.
Lets hope your victory is not thousands of others losses. They tend to use the excuse we helped the majority so aint wasting time on you.Mario 999 (GB1) said:Just an addon to my post above, support just emailed me and asked me to explain what I lost on the US server troop wise, they just proved my point as this information has ALREADY BEEN GIVEN 4 WEEKS AGO FFS.
WAIT, they have credited the men instantly from that mail, was impressed with that bit
~Ultra
[4351744]
Genghis (IN1) [None]
:: March 20, 2016, 7:20 a.m.
So did get a response from customer service.... Pleasantly surprised to have received a response on a Saturday. I assumed they do not work on the weekends!
They asked for details of the losses I faced due to the server crash - Which I have provided them. Hoping for the compensation to be credited soon.
However, I was supper disappointed when they said that losses incurred due to the BM bug will NOT be compensated - No other details were given about this. Now, the losses I incurred were resource tools which are incredibly time consuming to make and I worked my butt off to gather the tools in preparation of me reaching level 70 and competing with the bigwigs!!! All this went down the drain!
Given that it was a known bug which GGE accepted right form the outset, it is appalling that they are not willing to compensate.
@CM Arcanine - Steve, any inputs on how I could go about trying to claim a fair compensation for this? Those were resource tools which I MADE, and that pains more than buying them using money!!! Hopefully you will be able to help on this!
Cheers
They asked for details of the losses I faced due to the server crash - Which I have provided them. Hoping for the compensation to be credited soon.
However, I was supper disappointed when they said that losses incurred due to the BM bug will NOT be compensated - No other details were given about this. Now, the losses I incurred were resource tools which are incredibly time consuming to make and I worked my butt off to gather the tools in preparation of me reaching level 70 and competing with the bigwigs!!! All this went down the drain!
Given that it was a known bug which GGE accepted right form the outset, it is appalling that they are not willing to compensate.
@CM Arcanine - Steve, any inputs on how I could go about trying to claim a fair compensation for this? Those were resource tools which I MADE, and that pains more than buying them using money!!! Hopefully you will be able to help on this!
Cheers
[4352187]
serpentine (GB1) [GB1]
:: March 20, 2016, 4:28 p.m.
well steve given it another week. checked spam folder, big fat zero response.
I have though got a few old responses from support - in the good old days when support worked, they arrived into my mail box with no difficulty. guess things have changed since then with the 'improvements' that have been made.
so any clue when my missing deco will arrive and likely my missing gem from the last samurai event
I have though got a few old responses from support - in the good old days when support worked, they arrived into my mail box with no difficulty. guess things have changed since then with the 'improvements' that have been made.
so any clue when my missing deco will arrive and likely my missing gem from the last samurai event
[4353385]
RicWege (US1) [None]
:: March 21, 2016, 12:18 p.m.
i like the idea of stopping the building/addition of new events/updates until the current bugs are fixed. what a novel approach. wish i'd thought of that