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Thread: Idea for better customer service?

  1. #1

    Default Idea for better customer service?

    We have all been pushing for better customer service and communication with evony but I have seen very little constructive ideas for a way of making it better.

    So for want of a discussion here is an idea:- (based on nothing more than just an idea)

    Would a player be prepared to PAY for better customer service?

    If evony created an in game ITEM purchased in the shop for game coins, but this when activated got you some form of immediate/priority email or even msn realtime help - would that be a good thing?

    How much would you be willing to buy this item for?

    Perhaps if it gets enough support someone could take the idea to evony.

  2. #2
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    I doubt that is reasonable for most players or would be considered.
    The reason for this being upon agreeing to Evonys terms and conditions as well as you agreeing to play by their rules they are agreeing to give you a product and pay for it or not they must provide satisfactory service and professionalism throughout.
    The mass of complaints about customer service come from people who are being impatient and who lose their will to pursue their problem until and answer is given and it is dealt with which will happen sooner or later.

    Quote Originally Posted by Alusair View Post
    If you don't care enough to make yourself understandable, don't be surprised if others don't care enough to try to figure out what you're trying to tell them.

  3. #3

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    You get what you pay for....

    This is a game you pay nothing for unless you choose to buy cents. I bet if you were contacting them about money you wish to spend with them they would give you real good service. Until then you will get exactly what you pay for. N O T H I N G

  4. #4
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    Quote Originally Posted by Playfairer View Post
    We have all been pushing for better customer service and communication with evony but I have seen very little constructive ideas for a way of making it better.

    So for want of a discussion here is an idea:- (based on nothing more than just an idea)

    Would a player be prepared to PAY for better customer service?

    If evony created an in game ITEM purchased in the shop for game coins, but this when activated got you some form of immediate/priority email or even msn realtime help - would that be a good thing?

    How much would you be willing to buy this item for?

    Perhaps if it gets enough support someone could take the idea to evony.
    Well, they do have Skypes, but I'm pretty sure that you will have to request them in a pm.

    Not sure bout MSN though

  5. #5

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    Quote Originally Posted by TCWNME View Post
    I doubt that is reasonable for most players or would be considered.
    The reason for this being upon agreeing to Evonys terms and conditions as well as you agreeing to play by their rules they are agreeing to give you a product and pay for it or not they must provide satisfactory service and professionalism throughout.
    The mass of complaints about customer service come from people who are being impatient and who lose their will to pursue their problem until and answer is given and it is dealt with which will happen sooner or later.
    This is not true.
    And you really think in a real time game it's wrong to not have to wait 2 weeks to get a response from someone (and have YET to get one).. Or to contact an evony rep, and within hours see that reps alliance take two of your cities?
    Or how about being told flat out by evony reps that you're a liar if you say you were innocent when you got suspended for botting, or whatever.
    Yeah, there is a customer service forum now..
    But no one can post on it but mods and reps, so what's the point of that?
    Maybe if evony actually pretended to give a damn.. But the snide comments from it's reps, and constant inaction, the using a bots to.. well.. fight botters, (irony much) which catches innocent players shows that they don't.
    If evony were actually "providing satisfactory service and professionalism" there wouldn't be as many upset people with them and their reps as there are.

  6. #6
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    We already know our customer service needs improvement and have been working solidly on this for quite a while. You will see it soon.

  7. #7

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    i believe, in general, in the value of service

    it's why i shop locally for some things -- i pay $10 more for an item than i would on amazon or newegg, but i get some value.

    so yes, i would wholeheartedly endorse in evony (or any other game) a system where if you paid a bit you could actually get help from an actual GM who maybe even speaks English.

    50 cents for 10 minutes of attention, something like that, would be golden

  8. #8

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    To build on what FoxyBunny said:

    We are taking measures to improve customer service. We believe we have improved Customer Service but of course we have a long way to go. Improving the customer's experience is a goal we will always strive for.

    That said, many of the "customer service" complaints of the past few weeks are really "I can't believe you banned me" complaints. The players say they want better customer service, but to them "customer service" means unbanning their account. That is not going to happen, and we don't consider those complaints to be legitimate.
    Legendary Hero

  9. #9
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    Quote Originally Posted by FoxyBunny View Post
    We already know our customer service needs improvement and have been working solidly on this for quite a while. You will see it soon.
    When Foxy says something is coming soon, it usually does

    Oh and a question, off-topic of OP's question a bit though,

    How long does it take to for Evony to retrieve a players hero?

    A teammate lost his best 600+ attack to some type of glitch, while server lagged, He was npcing a flat but instead it npc'd his main town with best hero. Valk has told him they're working on the issue, but any estimation on how long this could take ?

    Sometimes love is not enough and the road gets tough
    I don't know why
    Keep making me laugh, Let's go get high
    The road is long, we carry on
    Try to have fun in the meantime

  10. #10

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    Quote Originally Posted by gottibabe1 View Post
    When Foxy says something is coming soon, it usually does

    Oh and a question, off-topic of OP's question a bit though,

    How long does it take to for Evony to retrieve a players hero?

    A teammate lost his best 600+ attack to some type of glitch, while server lagged, He was npcing a flat but instead it npc'd his main town with best hero. Valk has told him they're working on the issue, but any estimation on how long this could take ?
    I can't answer for sure, but based on your description that is not something that they would fix at all. Lag does not cause someone to choose the wrong city, click abandon and then type their password.
    Legendary Hero

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