Forum: empire-en
Board: [818] General Discussion
Topic: [303075] Customer Service
[4353688]
UltraFlavoured (GB1) [GB1]
:: March 21, 2016, 1:02 p.m.
Fixing the game doesnt help the interns they have..RicWege (US1) said: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
Hence the bad development .
Great Idea though.. Must be how the better companies work.
~Ultra
[4354283]
Swifty McGilla (GB1) [None]
:: March 21, 2016, 3 p.m.
Hi all,
I personally think its time us gamers take all our problems to social media and start hurting them that way too, they might start listening then!
as the moderators are just useless and have shown this, plus its moderated so lets take it to social media.
-Swifty
I personally think its time us gamers take all our problems to social media and start hurting them that way too, they might start listening then!
as the moderators are just useless and have shown this, plus its moderated so lets take it to social media.
-Swifty
[4354298]
Swifty McGilla (GB1) [None]
:: March 21, 2016, 3:03 p.m.
HI steve,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.
We all know exactly what you do with support messages now!
Hit the delete button as i am waiting for responses from weeks ago so must be in the trash like everyone elses
-Swifty
[4354307]
Swifty McGilla (GB1) [None]
:: March 21, 2016, 3:07 p.m.
Yes very busy concentrating on how you can line ya pockets more, rather than correct the issues already here.CM Arcanine said:@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.
Ya think were stupid im sure!
You lie that much you actually believe what you say is true!
all that time spent on another update to the game instead of concentrating on what there all your showing is one thing all your interested in is more mone more money. Way ya going that won't be the case as ya gamers are fed up, fix the issues already here instead of wasting man power on adding extra things.
It all boils down to one thing your greed!
[4354386]
CM Arcanine [None]
:: March 21, 2016, 3:30 p.m.
Sorry, but it sounds like you're misinterpreting the situation here.
Our Support Team do not develop updates, their focus is entirely on responding to your tickets. Right now there are a lot of issues, granted, and this is causing our team to be delayed in responding to you all. They're trying their best right now and all I can ask is that you be patient. They're trying to get back to you as soon as they can, but there are a lot of tickets to respond to over multiple games.
Doing game updates does not take time away from our Support Team, they are completely different departments.
Regards,
Steve.
Our Support Team do not develop updates, their focus is entirely on responding to your tickets. Right now there are a lot of issues, granted, and this is causing our team to be delayed in responding to you all. They're trying their best right now and all I can ask is that you be patient. They're trying to get back to you as soon as they can, but there are a lot of tickets to respond to over multiple games.
Doing game updates does not take time away from our Support Team, they are completely different departments.
Regards,
Steve.
[4354428]
Peps (SKN1) [SKN1]
:: March 21, 2016, 3:41 p.m.
Yes but who is doing what ? i think you better get a new stafCM Arcanine said:Sorry, but it sounds like you're misinterpreting the situation here.
Our Support Team do not develop updates, their focus is entirely on responding to your tickets. Right now there are a lot of issues, granted, and this is causing our team to be delayed in responding to you all. They're trying their best right now and all I can ask is that you be patient. They're trying to get back to you as soon as they can, but there are a lot of tickets to respond to over multiple games.
Doing game updates does not take time away from our Support Team, they are completely different departments.
Regards,
Steve.
no more rubie buy from me
solv your problems first
this only make people angy
ThePeps
[4354661]
UltraFlavoured (GB1) [GB1]
:: March 21, 2016, 5:05 p.m.
So when the developers make a mess like each update they have , and we contact support your saying updates does not take time away from the support team ?CM Arcanine said:Sorry, but it sounds like you're misinterpreting the situation here.
Our Support Team do not develop updates, their focus is entirely on responding to your tickets. Right now there are a lot of issues, granted, and this is causing our team to be delayed in responding to you all. They're trying their best right now and all I can ask is that you be patient. They're trying to get back to you as soon as they can, but there are a lot of tickets to respond to over multiple games.
Doing game updates does not take time away from our Support Team, they are completely different departments.
Regards,
Steve.
Steve , Your contradicting yourself .
When your developers make a mistake we send tickets - this increases supports workload
They might be different departments but unless you let us contact those 3 monkeys we will be adding more workload to support. So they are directly connected!
Are GoodGame Studios even from our planet - must of been brain washed because IT DOES TAKE TIME AWAY FROM SUPPORT Helping player with genuine problems - Wake up!
Less mess up updates less tickets. SIMPLES!
~Ultra
[4355656]
Fire Devil (GB1) [None]
:: March 22, 2016, 7:29 a.m.
Steve it is simple. GGS rake in so much money that they keep for themselves. If you hired 30-40 more people then most the spare money will have been invested into improving the game greatly. The support is clearly ran by one lazy sod who clicks delete on most messages. The more (and higher quality) support members will feedback properly and not accuse you of lying. Players will start to enjoy the game as all the suggestions are actually forwarded on resulting in people buying rubies again. Rubies mean money so all of it invested will be earned back.
[4355873]
serpentine (GB1) [GB1]
:: March 22, 2016, 10:23 a.m.
CM Arcanine said:@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.
.....as there seems to be an issue with the ticketing system. there is - it don't work.
theres also an issue with support - this don't work
theres an issue with your dev team who come up with new themes and game programming - they don't work
theres an issue with internal communication - it don't work
only thing that works are schemes designed to extract cash out of the customer though most are ignoring them
personally in my line of work - persons would have been sacked or managed out of the team for allowing this
[4364008]
Genghis (IN1) [None]
:: March 28, 2016, 11:54 a.m.
Wanted to check if ANYONE has managed to get ANYTHING from support yet?
I did get a response asking to confirm losses but nothing in the past week after that.
I have managed to stay patient and not send in another email to avoid additional clogging so far! but there has to be SOME response!!!!
[4386420]
timjzissler (US1) [None]
:: April 20, 2016, 2:21 p.m.
Support,
I want to know how long you are going to keep me suspended from my account. I am a disabled old man who likes to play your game, and wanted to buy rubys tomorrow but do not know if I should go and buy the gift cards or not cause you have suspended my account. What am I to do. And if you are going to let me back in what am I to do about the 24 plus hours of taxes I did not get. What am I going to do. I live in a nursing home, and I share the same IP address with numorus other computers and some of us old people like to play games online here. If your just like the nursing home IT techs saying they think we have numorus computers in each room your all just full of it like they are. I want to play my game and lead my alliance. I hope I don't loose my alliance either. I set the rules that a person who is in black for more than a day is to be kicked out. So all of the game play I have had my alliance will fall. Please let me in to my account cause this is my family also.
I want to know how long you are going to keep me suspended from my account. I am a disabled old man who likes to play your game, and wanted to buy rubys tomorrow but do not know if I should go and buy the gift cards or not cause you have suspended my account. What am I to do. And if you are going to let me back in what am I to do about the 24 plus hours of taxes I did not get. What am I going to do. I live in a nursing home, and I share the same IP address with numorus other computers and some of us old people like to play games online here. If your just like the nursing home IT techs saying they think we have numorus computers in each room your all just full of it like they are. I want to play my game and lead my alliance. I hope I don't loose my alliance either. I set the rules that a person who is in black for more than a day is to be kicked out. So all of the game play I have had my alliance will fall. Please let me in to my account cause this is my family also.