How long does it take to hear back from this "new and improved" Evony Customer Service?
Please only post if you've had an issue resolved since the changes. No flamers please, I'd like for this thread to stay open.
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How long does it take to hear back from this "new and improved" Evony Customer Service?
Please only post if you've had an issue resolved since the changes. No flamers please, I'd like for this thread to stay open.
I must have sent off more than a few requests using this issue. 2 on the day it opened which were both resolved within 16 hours. I have sent many since then but of that I have had 2 responses, 1 was what I expected the other was rather disappointing but it is not resolved yet.
I've had 2 issues resolved and one still pending. The first resolved issue was on the old system and took 3 days.
The second resolved issue was on the new system and took 8 days. I never got any reply on the ticket itself, or any emails, etc - but on the 8th day the package I was missing was waiting for me when I logged in.
Note - both of these issues involved purchases made on Age 2 and either not getting the coins or not getting the related packages.
My current issue involved Age 2 as well, but nothing to do with money. It is about glitches with the Facebook gifts and getting a "character not created" message about my cousin's city even though she is there and playing. That one has been sitting in queue for about 5 days now, with no responses and no fix that I can see. However, this is a bug that many others have talked about, so it may not get fixed for me until they find a way to fix it for everyone.
That's all I can tell you about the new system.
I accidentally dismissed an attack Epic on NA6. I don't know if they'll give it back to me or not.
I hate to say this, but probably not. There was a thread not too long ago where someone accidentally barbed their attack city instead of the empty one they wanted to make into an npc. They claimed it was due to severe lag or something and not their fault.
I believe it was Foxy or Valkirah who told them they were out of luck since it was more likely a case of human error than a glitch. I got the impression from this that we have to live with our mistakes, no matter how painful.
We answer legitimate billing questions and trouble ticket extremely quickly and efficiently.
Many account problems are also handled very quickly. Some account problems are so complex that they require special attention and may take some time to be resolved. These account for an extremely small percentage of the total requests that we see.
Some people just spam tickets for attention... we have to sift through these tickets in order to find legitimate requests.
And we are simply unable to respond personally to bug reports, questions on gameplay, etc. We cannot expend the resources necessary to provide unlimited customer service and personal account administration to millions of free-playing customers. It's just not feasible. That's the main reason we provide these forums --- so that we can give one time answers to the vast majority of our players.
We strive to do the best we can as quickly as we can, and we welcome contructive feedback that helps us improve.
Cheers,
Mike
From the purported rates ive been hearing about its about half the time it was before hand
I can certainly appreciate the position of the staff on frivolous questions and requests. However, a quick review of my account will show whoever is looking at my ticket that I spend a good deal of money on the game. And the problem I have is with something I spent about $20 to get.
I'll be the first to admit this was human error on my part. But considering I am helping to fund the game, and the item in question is something I spent money to get, I'd like to think I'll receive some assistance in getting it back.
I got a reply from Customer Service finally. The only problem is, the response was a flat out lie.
I think I've spent about $200 on Evony since NA6 opened. One would think that would be enough to get good customer service from a "free" game. But apparently it isn't. So tell me, how much do I have to spend before I start getting customer service?
Seriously mate you managed to stuff up evony aint gonna fix it for you and shouldnt.
I don't think it has anything to do with how much you spent. It's very likely that the customer service people can't even see that, unless you are writing about a billing problem and it's directed to those who handle billing issues.
What was in the email that you found untruthful?
"Dear Customer,
Thank you for contacting Evony Customer Service.
You can not get a dismissed hero back! He had gone when you dissmissed him and never come back! Sorry to tell you that!
Please let me know if you have any other questions or need further assistance.
Best Regards,
Customer Service
Evony Team"
I'm going to go out on a limb here, and say that perhaps that is what the CS team has been told to say, since they are idiots in India or China who barely speak English.
I replied and told them they are wrong. The Epics do not just "disappear". As soon as you you dismiss them, they reappear in a Barb. I was just asking for them to give it back. The Queen cannot be dismissed, and the Epics should be that way too.
Once I realized Customer Noservice wasn't going to do jack, I went out and recaptured the hero myself, spending another $15 to do so, which is what Evony wanted all along. Greedy buggers!!
You know, after reading that, I think I should apply for a job at Evony... as a proofreader for all their in-game dialogue/information and their customer service replies. That quote sounds like it was written by my son... when he was in 5th grade.
Still waiting...
I have waited since 4/27/10 for a response to a message I sent and have as yet gotten no response. So all I can suggest is to pack a lunch and hope you can figure out how to fix the problem on your own. We are at the mercy of technology.
Nice that you read this thread, Valkirah, and nice that you posted to it. Contact between admin and players improves an internet gaming community a lot.
Try to avoid words like "fast".
Give us something concrete and don't be ashamed if fast means three months. There are over half a million active accounts and only two of you. You can't be expected to achieve miracles.
The tickets have no update and the most important one...neither Valkirah or dawnseeker have answered and the ticket put in april 17. PMS to V and DS about april 25th. I have answered the email saying 'if this isn;t handled in 5 days to email again.' i have replied to that same email every 5 days. This is INCOMPREHENSIBLE.
http://bbs.evony.com/showthread.php?t=121864
Only I have posted on it. lots of views, Thought at least TCWNME or Rota would have said something. It is being ignored.
Even though, it cost me about 200 cents to get the first time, since I've recaptured the hero (even though customer service alleged it was impossible), I'd be willing to settle for reparations of 100 cents.
And the promise that you fix Epic Heros so they either cannot be released, or you must type a password, like when you abandon a town.
Dont like your chances on either...... if you make a mistake evony aint gonna pay for it.
My experience of the new system is this.
I accidentally opened an Evony window when I already had one open and my account was suspended a few minutes later.
I received no e-mail to say what the suspension was for.
I sent an e-mail to "Mike" and received an automated reply with a ticket number.
After two days my suspension was lifted and the account reactivated. I don't think any penalty had been imposed on troop levels, resources and wall defences.
Apart from the automated acknowledgement I received no communication from Evony. I started a thread here which asked if anyone else's account had been suspended for the same reason and that thread was deleted.
My instinct is that both the suspension of the account and its reactivation were matters dealt with by the programming, not because of any decision making by a person. Had a person been involved I thinnk there would have been some notification.
Two days strikes me as quite a good response time for this particular matter.
From your post it sounds like you emailed Mike first - then got a ticket number. That's backward of the way it's supposed to be done.
FIRST you put in a support ticket. Then, IF the ticket is more than 5 days old and has not been resolved or replied to, you can email Mike (Valkirah) with the ticket number and a description of what happened so he can check on it.
The fact that you apparently did an end-run around the support system but still got the help you needed in 2 days makes you a very lucky player!
you accidentally dropped a hero and you're complaining about a response to them by the customer support people?? the email you received is much nicer than the one I would have sent you. I guess next time you'll be much more careful in what you dismiss.. why waste the evony rep's time when you're the one that made a mistake lol
:flame::flame::flame::flame::flame::flame:
I have logged a ticket since 29th Apr, and have updated it quite a number of times. However, despite some initial resposne, have not gotten any real service to investigate my case further.
Good luck in yours though