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Captain
Join Date: Nov 2012
Posts: 1,223
# 11
03-19-2013, 05:15 PM
You're honestly better off reporting things on the forum more often than not.

First of all it's more public, so it tends to put some (albeit slight) PR pressure on. Secondly, often people do tend to get help for in-game issues at least, either peer-to-peer or through official help.
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Last edited by tsurutafan01; 03-19-2013 at 05:17 PM.
Career Officer
Join Date: Jul 2012
Posts: 1,135
# 12
03-19-2013, 05:49 PM
the biggest area they could improve for everything over at PWE is their sorry support system. It should be multitiered support. The first GM you talk to should haven't have the ability to delete the ticket. and you shouldn't get the same exact GM every time you submit a ticket. They lost two of my ships when they changed the store to Zen and I have yet to be able to get them. I keep getting the same guy over and over I should be able to escalate it to a higher tier so I can deal with the support manager of the entire support team.

It's ridiculous and that's if the two people they have working in their support office is actually in the mood to read these things, they are seriously understaffed I believe, takes em a whole week to actually respond sometimes.
Lieutenant
Join Date: Jul 2012
Posts: 47
# 13
03-20-2013, 01:33 AM
Quote:
Originally Posted by lagunad View Post
Expecting to get help from submitting a ticket in this game is...na?ve.

I have been playing since launch, and there are three possible outcomes to a ticket:

1) Get a canned response to a different problem, indicating that your ticket wasn't read. This happens even if you specifically say in your ticket that you tried the solution suggested, or that the problem isn't the one that the suggested solution fixes.

2) Get a canned, and thus insincere, apology basically telling you that they won't help you and you're screwed.

3) Wait days or weeks and hear nothing, until your ticket simply vanishes or is closed.

I have submitted well over a hundred tickets during the years I've been playing. Not a single one ever received a helpful response. Not. One.

Therefore, in some sense, immediately closing or deleting tickets represents an improvement, since it eliminates any baseless hope of getting help. Basically, it used to take forever to get an useless response, whereas now it's instantaneous.

Worst customer service of any MMO I've ever played. No other game even comes close to being as bad.
quite untrue and unfair, i got help in most of my tickets, response times are awfull tho, sometimes it took me over a week to solve the problem with multiple msg between me and gm. and i also play since day one with few breaks.

about the ticket system, ingame one is just to file ticket after that you wont get any response ingame, you have to check web one and talk with gm/support there.
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