Jump to content
jimmyneutron69

Customer Service: way too slow.

Recommended Posts

the old one was two weeks for any request
and LO got all the new requests regarding unbans when they started out
once they are through with all the pile of workload that comes with that, they'll be faster.
things just need to level off
they can't just go there, hire loads for just that (+ train them to some degree) and let them go afterwards.

Edited by neophobia

Share this post


Link to post
Share on other sites
19 hours ago, neophobia said:

the old one was two weeks for any request
and LO got all the new requests regarding unbans when they started out
once they are through with all the pile of workload that comes with that, they'll be faster.
things just need to level off
they can't just go there, hire loads for just that (+ train them to some degree) and let them go afterwards.

i would be happy if it was only 2 weeks 🙂 its been 2 months.

4l4KQEy.png
Edited by xmm0
typo

Share this post


Link to post
Share on other sites
54 minutes ago, xmm0 said:
i would be happy if it was only 2 weeks 🙂 its been almost 3 months.

4l4KQEy.png
no, it's been almost exactly 2 months

but ye, hm.

Share this post


Link to post
Share on other sites
6 hours ago, xmm0 said:
i would be happy if it was only 2 weeks 🙂 its been 2 months.

4l4KQEy.png
u do know if u reply to a ticket...it throws your ticket at the back of the line right? :s (it wouldnt make sense but thats how it is)

Share this post


Link to post
Share on other sites
1 hour ago, Keshi said:
8 hours ago, xmm0 said:
i would be happy if it was only 2 weeks 🙂 its been 2 months.

4l4KQEy.png
u do know if u reply to a ticket...it throws your ticket at the back of the line right? :s (it wouldnt make sense but thats how it is)
that's how g1 handled it, LO never made a statement like this (correct me if i'm wrong)

and it makes sense as far as there has been a recent interaction with the ticket, so tickets where nothing has been changed yet can get prioritized (while this is/should be rather just about interactions from their side.)

Share this post


Link to post
Share on other sites
Just now, neophobia said:
that's how g1 handled it, LO never made a statement like this (correct me if i'm wrong)

and it makes sense as far as there has been a recent interaction with the ticket, so tickets where nothing has been changed yet can get prioritized (while this is/should be rather just about interactions from their side.)
You know. I have a feeling that they did but at the same time i am not sure.
But till where i know if you add anything to your ticket it does send it back to the back of the line if they never got to your ticket. I may have to browse on the forums to confirm if i actually saw it or not :s

or wait @CookiePuss help me out here

Share this post


Link to post
Share on other sites

I have sent two tickets in to request they cancel my subscription. That was TWO months ago. I see that my bank account was dinged for August. I don't think the customer service is slow, I think it is non-existent.

Share this post


Link to post
Share on other sites

Hello everyone,

We apologize to you for waiting. Our support consists of people with different profiles. Therefore, certain issues are handled by different people and thus tickets are divided by their tags. Sometimes, the issue takes longer to be resolved properly, and we ask for your patience. Please do not send more than one ticket for the same issue. If there is more than one ticket, there is a good chance it will only make their job even harder by needing to merge or update the details from several tickets. You will also be at the end of the line with your newest ticket and therefore it is not much of a solution.

Thank you for your understanding and I hope all of you will get your issues resolved soon enough.

Regards,
Ritual

Share this post


Link to post
Share on other sites
1 hour ago, Ritual said:

Hello everyone,

We apologize to you for waiting. Our support consists of people with different profiles. Therefore, certain issues are handled by different people and thus tickets are divided by their tags. Sometimes, the issue takes longer to be resolved properly, and we ask for your patience. Please do not send more than one ticket for the same issue. If there is more than one ticket, there is a good chance it will only make their job even harder by needing to merge or update the details from several tickets. You will also be at the end of the line with your newest ticket and therefore it is not much of a solution.

Thank you for your understanding and I hope all of you will get your issues resolved soon enough.

Regards,
Ritual

So, approximately how many $4.99's will be deducted from my bank account before that "different people" gets to me?

Share this post


Link to post
Share on other sites

Unfortunately, that is something that as a GM I wouldn't know as I am not familiar with your issue. But the best thing I can give is to quote the following:
 

6 hours ago, MattScott said:

Hi everyone,

Here are the current CS stats this week:
- 77,422 total tickets have been created for APB since the new portal went up on 5/25
- 7,821 of them have been closed.
- 97,465 interactions back and forth on tickets.
- 1,443 of them are untouched.

I knew were bound to slow down. Many of the remaining tickets are ‘difficult’. But rather than copy/paste responding, we are doing the work to respond after properly researching each issue. I know in several cases our agents spent more than 8 hours on a single ticket. We got 400 new tickets, but we closed 377.

Thanks,
Matt

Share this post


Link to post
Share on other sites

Join the conversation

You can post now and register later. If you have an account, sign in now to post with your account.
Note: Your post will require moderator approval before it will be visible.

Guest
Reply to this topic...

×   Pasted as rich text.   Restore formatting

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.


  • Recently Browsing   0 members

    No registered users viewing this page.

×
×
  • Create New...