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Thread: Please Answer evony

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  1. #1

    Default Please Answer evony

    I have been waiting for over a week for an email or a forum mod to answer my questions about being wrongly banned. so ill ask again is there a diffrent email to get in touch with evony seeing as how mods are not the same as in game staff i understand this and at what point to give up the fact that im not going to get a response from evony and should take other actions.

  2. #2

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    If you read the Terms & Conditions, therein lies an email address and you can contact them for "Arbitration".
    Read more about Ship in Frank Herbert's Destination:Void.

  3. #3

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    If you emailed a forum mod about in-game issues, they won't be able to do anything. If you emailed myself or another rep, in general we do not respond to people who were banned correctly, because the account is closed and will not be reopened, so they are no longer players.
    Legendary Hero

  4. #4

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    Ok so if a account is banned evony wont respond to your mails? I have been banned for over a week now and emailed evony twice but got no response. When I try and log in it tells me contact costumer service, Why is it telling me contact them if they wont respond.

    Everyone knows evony is making more than enough money to employ staff to respond to mail. All i want to know is if my account wil ever be reopened or is it banned for life? As a paying costumer I feel I am at least entitled to this one answer thats all I want to know.


    Colin1 Server Wn1

  5. #5

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    Sorry, I don't think I explained myself very well. We catalog the names of players who contact us, claiming to have been banned incorrectly, and that list is reviewed by the account team. If a player was banned incorrectly, we would reverse that ASAP and respond to them. We do not contact the remaining players individually, as there is nothing left to discuss and the only outcome would be arguments.
    Legendary Hero

  6. #6

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    Quote Originally Posted by Dawnseeker View Post
    Sorry, I don't think I explained myself very well. We catalog the names of players who contact us, claiming to have been banned incorrectly, and that list is reviewed by the account team. If a player was banned incorrectly, we would reverse that ASAP and respond to them. We do not contact the remaining players individually, as there is nothing left to discuss and the only outcome would be arguments.
    The problem is that 'ASAP' bit - over a week just isnt good enough. It is a REAL TIME game,, your support needs to be in line with this.

    I am sorry to say this the service delivered by the reps here - calling people liars ignoring people or banning them just isnt acceptable when people are subsquently justified to be jumping up and down at the treatment dished out.

    If evony cant sort things out more promptly with a little it of courtesy and manners then they will reap what they sow - In short treat people how you would like to be treated yourself. Remember who ultimately pays your salary, without us you wouldnt have a job.



    N.

  7. #7

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    Quote Originally Posted by Dublu View Post
    The problem is that 'ASAP' bit - over a week just isnt good enough. It is a REAL TIME game,, your support needs to be in line with this.

    I am sorry to say this the service delivered by the reps here - calling people liars ignoring people or banning them just isnt acceptable when people are subsquently justified to be jumping up and down at the treatment dished out.

    If evony cant sort things out more promptly with a little it of courtesy and manners then they will reap what they sow - In short treat people how you would like to be treated yourself. Remember who ultimately pays your salary, without us you wouldnt have a job.

    N.
    I've recently been on the forums more. I can fully relate to the mods and reps as I have been doing customer service for over 7 years now. It's not an easy job, as the Evony team needs to make sure that cheaters are being dealt with to satisfy alot of people. Yet those that may or may not have been cheating are not happy either. Any business needs to have morals and ethics in practice. I'm not saying that things shouldn't change, but why should I have my hard earned resources pillaged by someone that just has to click a button once or twice a day?

    To me the big problem is with customers having a holier than thou attitude and fully believing in the customer is always right. I have never believed that and never will, SOMETIMES the customer is right and when they are I will fully apologize and own up to it; otherwise bugger off.

    At the end of the day this becomes about restoring faith to the the majority of customers, I'm sure Evony can find more than enough players to replace the funds you no longer spend.

  8. #8
    Join Date
    Mar 2010
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    Parents Basement
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    Default

    Dawnseeker, where could I mail evony about people using accounts on the same I.P address.

  9. #9

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    "in general we do not respond to people who were banned correctly, because the account is closed and will not be reopened, so they are no longer players."

    This type of attitude is not only immature, but highly un-professional. It's like having a fight with your best friend, where you did all the talking, your friend doesn't really know what you are fighting about and then deciding not to take their calls.; you've both lost something, when a smidgen of dialog could have resolved things.

    Customer service isn't glamorous and isn't always easy, just like in your personal life, customer service involves a great deal and give and take; unfortunately, Evony has given the impression that they only need to take, which would infuriate any customer. I sincerely hope that Evony takes the time to re-acquaint themselves with some basics of customer service. You've "***** slapped" a lot of your customers and while some will take it and keep playing, others will go elsewhere, where customer service is a way of doing business, not just the name of department.

    "If a player was banned incorrectly, we would reverse that ASAP and respond to them."

    I think someone from Evony has just admitted that the are not infallible and their flagging system isn't perfect. This is a major step forward; of course, the next step would be to find someone who was un-banned.

    While escalation@evony.com seems to be a vast wasteland where the only one home is the auto-responder; I must give props to billing@evony.com who had the decency to respond in a timely fashion. While the outcome is not what I would have liked, at least they took the time to acknowledge my existence and stance (agreed to transferred un-used coins to a new account.) Two thumbs up for billing@evony.

    p.s. all these 'evony alternatives' simply just aren't the same; perhaps I haven't been to the right ones, but so far, Evony rocks, despite the 'front-offices' shortcomings.

  10. #10

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    Quote Originally Posted by MPLSCitizen View Post
    [B]This is a major step forward; of course, the next step would be to find someone who was un-banned.
    That would be me, but Im on holiday mode because of the action I have taken given the wrongful banning

    Still I doubt I will get a public apology from the customer service rep who publicly called me a liar...

    Oh and my account was returned to me in an unusable state, I am proceeding with actions to reclaim the rest of the money I spent, although I have left the door open for evony to resolve matters - That said, given my experience to date I'd be surprised if it that happens.


    N.

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