"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.




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